Ameyo by Exotel is an AI-first cloud contact center solution that manages all customer communication channels, including inbound and outbound calls, chatbot interactions, text messages, social media engagement, and video communications through IP-based connection. Unlike traditional on-premise PBX systems, Ameyo eliminates the need for telecom hardware, reducing deployment time and upfront costs while increasing scalability. Leveraging…
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Zoom Contact Center
Score 7.5 out of 10
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Zoom Contact Center helps businesses deliver prompt, accurate, and highly personalized customer experiences that drive loyalty. It includes intelligent self-service and routing, a unified communications and contact center, and video optimized high-touch engagements.
Scalable , It is scalable platform that can handle large number of call volume without compromising performance, making it deal for large businesses with high call volumes, due to this it is perfect for our businesses which demands customer support .
It support for multiple time zones and language , it is therefore perfect for companies with global presence.
It offers a range of features, including omnichannel support, automated customer service and AI-powered customer service, that can assist businesses in managing complex customer support requirement.
Features like data encryption and auditing , that can assist in adhering to industrial regulations.
Zoom Contact Center, like many other Contact Center platforms, is needed if you want very unique requirements that a Zoom Phone call queue cannot do. In my experience so far, there are very few things that Zoom Contact Center cannot do if you are trying to build a standardized contact center environment
The dashboards are fantastic because we can see if an agent isn't logged in or if there are a lot of customers waiting in the queues—we've never had that visibility before. We didn't have data to look back and see if we had enough staff to support the load. That helps us so much, especially when we're budgeting for the next Festival.
The callback function saved us during last year’s festival. We had a street-wide internet outage during one of our busiest periods. But, in the time it took to fix the issue, Zoom Contact Center lined up callbacks. It was all so smooth. We didn’t need to trawl through voicemails or miss any queries - we could return everyone’s call within 30 minutes.
Integration with our Zoom Phone configuration provides a seamless experience when transferring calls to those not on the Contact Centre. We can do a Warm Transfer, too, so it's a very professional experience.
Inter campaigns call transfer feature which currently is not possible
Interface in Agent login to monitor and keep track of their own break and login times.
Ameyo’s wide feature set can make onboarding challenging. Offering enhanced training materials, interactive tutorials, and a more structured onboarding process could make adoption easier for new users.
Too many bugs in logging, a consumer hangup may result in Overflow to disconnect, which is not even a behavior in our phone system; Zoom acknowledged the bug, took months to implement a fix, and it's still not fixed (TS0053591)
Logs are in two places, for instance, if a patient complains that they called 10x and no one called them back, we have to look at the logs in Zoom CC and Zoom Phone to get the full story of what happened. Concatenating log files is something I haven't done in at least 10 years, so strange that Zoom needs this.
Zoom Contact Center still has "bolt-on" feeling to it, needs to be more integrated—see logging issue above.
Reports are underwhelming and not easy to get to the data you need, which is different from the administration part of the contact center itself which is so fantastic. It feels like reports were designed by a different dev group, headed by someone who probably used to work at Mitel for years or somewhere where everything is cumbersome.
Zoom Glossary is large but still does not have all terms, which defeats the purpose of a glossary.
General Zoom support is now slow and underwhelming. It used to be fast and good, now they take forever and ask you the same questions multiple times and don't seem to fully understand answers. Feels like some McKinsey consultant decision from the 90s: ship support overseas to cheapen the cost and incentivize customers to pay for some higher tier of support where they will actually get support. I'd expect this from competitors, but disappointed to see it happen at Zoom. Our actual zoom support reps are very good, and this comment is about the general "contact Zoom support" inquiry form.
As I said previously, Ameyo is a good tool however it has a long way to go compared to Avaya. The user interface can be improved a lot as they can use it as an app instead of completely web-based. Also, the reporting can be improved substantially and make the experience much better.
First and foremost for our results, the omnichannel approach and ease of use on the internal side (agents, supervisors and administrators) have made adoption very simple, we have managed to reduce response times (SLA) and internal communication has become very fluid. We get good feedback from our clients for having implemented ZCC in the company to serve them.
Customer support also needs to improve for Ameyo. I am not saying it's bad however they need to support the users by customizing the reports as per the requirement of the user. They usually try to refer the user to videos or articles whereas the service for Avaya is that they show you a demo and not only that they customize the reports as per the business requirement
Avaya is very very good software. Most of the BPOs Contact Center's use them. They are very easy to use and don't use too much data also. Also, their user interface is very easy, especially for people who are not technically sound. The reports can be customized according to one's choice. I will recommend Ameyo's technical team look into it.
It is a good product that fits our needs, we considered using the Contact Center despite the fact of still lacking important capabilities (we think it is till s in its "toddler" age) because we see how rapidly Zoom builds their products and add functionality to it, and because we already are using Zoom Meetings, Phone and others, it just makes sense to use Contact Center because of the potential capabilities and integration; it just made sense, and so far so good, but only time will tell.
Increased customer satisfaction , it assisted us in raising our customer satisfaction ratings by giving us the resources we require to quickly and effectively address customer issues.
Reduced call handling time, It's automated features have made it possible for us to handle more calls more quickly which has decreased customer wait times.
Better understanding of customer support performance, its reporting and analytics tool have improved our understanding of quality of our customer support, this knowledge has assisted us in identifying areas for improvement.
We were able to cut our communication costs significantly and gain features we could have only dreamed of prior.
The contact center platform is head and shoulders above some of their competitors. This allows our team to quickly assist our customers with their questions and concerns.
