Name: Ameyo XTRM by Exotel | AI-first Contact Center Solution
Uploaded: 2023-03-02T09:08:40.000Z
Duration: 1 min 13 s
Description: Ameyo XTRM by Exotel | AI-first Contact Center Solution

Help Desk

Web and Video Conferencing

Customer Support

Agile Development

Image Recognition

Interactive Application Security Testing (IAST)

Service Mesh

Development

Alumni Management

Education

Business Intelligence (BI)

Collaboration

Contract Management

Streaming Analytics

Supply Chain Management

Enterprise

Accounting

Cash Flow Management

Investor Relations

Finance and Accounting

Applicant Tracking

Corporate Learning Management

HR Management

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Application Lifecycle Management (ALM)

Cloud Storage

Data Integration

Data Lakehouse

Data Mapping

Database Load Balancing

Database Performance Monitoring

Debugging

Edge Computing

Ethernet Switches

Event Monitoring

Fraud Detection

Governance, Risk & Compliance

Integration Platform as a Service (iPaaS)

Internet Security

Managed Detection and Response (MDR)

Managed Hosting

Master Data Management (MDM)

Network Diagnostics

Network Performance Monitoring

Packet Analyzer

SQL Server Performance Monitoring

Storage Management

Tape Storage

Threat Intelligence

Virtual Private Cloud (VPC)

Information Technology

A/B Testing

AI Writing Assistant Software

Ad Serving & Retargeting

All-in-One Marketing

Community

Content Management

Digital Rewards

Email Marketing

Marketing Analytics

Marketing Automation

Predictive Analytics

Social Media Management

Survey & Forms Building

Video

Video Collaboration

Web Analytics

Marketing

Interactive Whiteboard

Project Management

Professional Services

Customer Relationship Management (CRM)

Sales

Application Security

Microsegmentation

Security

3D Modeling

Animation

Computer-Aided Design (CAD)

Municipal

Vertical-Specific

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### Agent Performance
Users consistently highlight the efficient agent performance capabilities of Ameyo by Exotel. The platform's ability to track live agent monitoring, provide easy call dispositions, and facilitate smooth connectivity has garnered positive feedback from users across various teams. While some users have expressed minor concerns about support response times, the overall sentiment leans towards the platform's effectiveness in enhancing agent performance and productivity.

### Call Management
Users consistently highlight Ameyo by Exotel's call management features as a key strength of the platform. The auto dialing, predictive dialing, and call recording functionalities are particularly well-received, enabling users to efficiently handle inbound and outbound calls with ease. The quality of calls, along with the smooth transfer and management of calls, are aspects that users find impressive and beneficial for their operations. Additionally, the integration of call management tools within a single window enhances productivity and streamlines the calling process for users.

### Inbound and Outbound Calls
Users consistently highlight Ameyo by Exotel's efficient handling of inbound and outbound calls, praising its ease of use and connectivity. The platform's features such as predictive dialing and IVR support have been commended for enhancing customer interactions. However, some users have expressed concerns about issues related to inbound call routing and connectivity, indicating areas for improvement in the system's performance. Despite these challenges, the majority of users appreciate the overall effectiveness of Ameyo by Exotel in managing inbound and outbound calls for their businesses.

### Customer Interaction
Users consistently highlight Ameyo by Exotel's customer interaction capabilities as a key strength of the platform. The software excels in providing a seamless and efficient experience for managing customer queries, tracking interactions, and enhancing overall customer satisfaction. While some users have raised concerns about occasional delays in service requests and replies, the majority appreciate the platform's ability to streamline customer communication and support processes effectively. Ameyo's focus on improving customer care, support, and experience resonates positively with users, contributing to a favorable perception of its customer interaction functionalities.

### Support and Resolution
Users generally have mixed opinions about Ameyo by Exotel's support and resolution capabilities. While some users appreciate the quick response times and efficient query resolution, others express frustration with delays in ticket resolution and lack of timely support. Issues such as callback delays, ticket passing delays, and challenges with real-time issue resolution have been highlighted. Despite some positive feedback on the responsiveness of the support team, concerns about the time taken to address technical concerns and the need for enhancements in the support ticket portal have been raised. It appears that the effectiveness of support and resolution processes varies among users, with room for improvement in certain areas to enhance overall user satisfaction.

### Lead and Sales Management
Users consistently highlight Ameyo by Exotel's lead and sales management features as robust and effective, enabling them to reach the right leads, improve sales conversions, and streamline business processes. The software's ability to manage multiple campaigns efficiently and integrate with CRMs for enhanced lead tracking receives positive feedback from users. Despite some minor concerns about lead editing and reporting interfaces, overall sentiment towards Ameyo's lead and sales management functionalities remains positive and impactful for businesses seeking to optimize their sales processes.

### Reporting and Analytics
User sentiment about Ameyo by Exotel's reporting and analytics capabilities is quite diverse. While some users appreciate the ease of use, customization options, and real-time monitoring features for generating reports, others express concerns about the accuracy and customization limitations of the dashboards and reports. There are also mentions of issues with the cost-effectiveness of the reporting features and the need for enhancements in data extraction processes. Despite some positive feedback on the reliability and user-friendly interface for tracking live agent monitoring and call history, there are suggestions for improving the reporting structures and making the reports more intuitive and easy to operate.

### CRM Integration
Users consistently praise Ameyo by Exotel for its robust CRM integration capabilities, highlighting the ease of calling customers directly from the CRM interface and the convenience of linking with other applications like Salesforce. The integration with CRM tools such as Salesforce and Zendesk is lauded for streamlining processes and enhancing customer experiences. Despite occasional technical issues leading to downtime, users appreciate the real-time monitoring dashboard and the ability to evaluate performance through comprehensive work history records. The flexibility and simplicity of integrating with various CRM systems make Ameyo a preferred choice for businesses seeking efficient call management solutions.

### Customization and Integration
Users consistently highlight Ameyo by Exotel's customization and integration capabilities as key strengths of the platform. The ease of integrating with various third-party tools and CRM systems, particularly Salesforce, is a standout feature according to user reviews. While some users mention minor issues such as occasional downtime and technical integration challenges, overall, the sentiment towards Ameyo's customization and integration functionalities remains positive. The platform's ability to streamline processes, improve efficiency, and enhance customer experiences through integration with various tools and CRM systems is widely appreciated by users.

### Monitoring and Live Tracking
Users consistently praise Ameyo by Exotel for its robust monitoring and live tracking capabilities. The live monitoring feature is highlighted as a standout, allowing supervisors to easily track agent performance in real-time. Additionally, the ability to download call recordings with just one click and the user-friendly interface for different campaigns are noted as key strengths. While some users mention minor drawbacks such as the need for improvements in network services and real-time data accuracy, overall, the sentiment towards Ameyo's monitoring and live tracking functionalities remains positive.

### Productivity Enhancement
Users consistently highlight Ameyo by Exotel's productivity enhancement features as a key strength of the platform. The ability to increase productivity, streamline processes, and improve efficiency is a common theme in user reviews. Despite some minor concerns about server issues impacting productivity, the overall consensus is that Ameyo by Exotel effectively supports users in enhancing their productivity levels. The platform's intuitive interface, predictive dialer mode, and CRM integration are specifically mentioned as valuable tools that contribute to productivity gains. Additionally, the remote work capabilities of Ameyo by Exotel have been instrumental in boosting productivity for agents working from different locations.

### IVR and Auto Dialing
User feedback on Ameyo by Exotel's IVR and auto-dialing functionalities varies widely. While some users praise the system for its predictive dialing and auto-dialing features, others express concerns about issues like call connectivity and error detection. The ability to automate processes such as loan verification and collection through the auto dialler is highlighted as a significant benefit. Additionally, the scalability and routing capabilities, along with the integration with social media platforms for customer service, are noted as valuable aspects of the IVR and auto-dialing functionalities. Despite some challenges reported, such as difficulties for first-time users and interface improvements needed, the overall sentiment leans towards recognizing the efficiency and time-saving benefits provided by the IVR and auto-dialing features within Ameyo by Exotel.

### Network and Connectivity
User sentiment regarding the network and connectivity features of Ameyo by Exotel is mixed. While some users appreciate the smooth and efficient connectivity, others have reported frequent network issues and call dropouts, particularly when using VPN. The software's ability to enhance connectivity for calling customers is acknowledged positively, but there are concerns about network stability and real-time data discrepancies in reports. Despite some users experiencing network breakages and delays in support ticket responses, others find the connectivity to be reliable and user-friendly. The software's VPN-based calling feature is highlighted as a solution to challenges faced with mobile phone calls, but issues with network errors and call hang-ups persist for some users.

### Mobile and Remote Access
User feedback on Ameyo by Exotel's mobile and remote access features is varied. While some users appreciate the convenience of being able to work from home and access the system remotely, others have highlighted issues such as slow performance on the mobile app and technical glitches that still need to be addressed. Additionally, there are concerns about the mobile application not being as user-friendly as the web version. Despite these drawbacks, users acknowledge the benefits of being able to login from anywhere and track call logs easily. The VPN-based calling feature has been particularly praised for addressing challenges related to personal number visibility. However, there are consistent mentions of the mobile application not meeting expectations compared to the desktop version.

### Security and Compliance
Users have praised Ameyo by Exotel for its user-friendly interface and the helpful tech support provided during setup and training. However, concerns have been raised regarding the software's dependency on WebRTC and the lack of security measures for vulnerable packages used. While some users find the security features satisfactory, others feel that there is room for improvement in ensuring compliance with regulations and enhancing overall security protocols.

### User Interface and Experience
User feedback on Ameyo by Exotel's user interface and experience varies across reviews. While some users praise the software for its user-friendly GUI and ease of use, others express a desire for a revamped interface to enhance the overall experience. The general consensus seems to be that the user interface is functional but could benefit from improvements to better meet the diverse needs of users. Some users appreciate the flexibility and customization options available in the interface, while others highlight areas where the interface could be more intuitive and visually appealing. Despite mixed opinions, the overall sentiment leans towards acknowledging the potential for enhancements in the user interface to further elevate the user experience.

Users have made several recommendations for Ameyo based on their experiences with the product. One common recommendation is to improve reporting and lead management features. Another suggestion is to enhance customer support. Users also recommend establishing clear SL metrics and targets in the MSA/SOW. These recommendations aim to enhance functionality, provide better support, and establish clearer expectations for service performance. By implementing these suggestions, Ameyo can further optimize its capabilities, meet customer needs, and ensure high levels of satisfaction.

- Cost-effectiveness: Reviewers have praised Ameyo for being a cost-effective tool that provides value for money. Many users appreciate the affordability of the application and feel that it offers a good return on investment.
- User-friendly interface: Users have found Ameyo to be user-friendly and easy to use. They mention that the application provides quick learning for ticketing tool end-users, making it perfect for handling email tickets and allowing users to reply to queries with multiple types of statuses.
- Excellent call quality: Several reviewers have mentioned that the quality of calls made with Ameyo is excellent. This has been one of the reasons why top organizations prefer using this tool. Users appreciate clear voice reception and find the sound quality to be satisfactory during their customer interactions.

Stability Issues: Many users have reported experiencing frequent stability issues with the product, leading to a constant need for support and assistance.

Need for Improved User Interface: Numerous users have expressed their desire for an enhanced user interface that is more intuitive and user-friendly. They feel that the current interface could be improved to provide a smoother and more seamless experience.

Lack of Configuration Backup and Autodialer: A significant concern raised by users is the absence of configuration backup functionality, which puts them at risk of losing important settings or customizations. Additionally, some users have expressed disappointment over the unavailability of an autodialer feature, which they believe would greatly enhance their productivity and efficiency.

Broadvoice is a provider of hosted voice, UCaaS, CCaaS, and CX solutions for small and mid-market enterprises and BPOs. Broadvoice solutions offer enterprise-class features to simplify communications and streamline operations.

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b-hive Standard Seat Cloud PBX

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b-hive Standard Seat - Call Paths

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SIP Trunking - Metered

SIP Trunking - Unlimited

Contact Center

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Fuze is a cloud-based unified communications platform that includes IP PBX voice service, video conferencing, and collaboration tools such as content sharing and instant messaging capabilities. It also integrates with a wide range of popular CTI, CRM, and click-to-call solutions.

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Ameyo by Exotel

Contact center software (often CCaaS) enables organizations to manage customer interactions across voice, email, chat, SMS, and social media. Key features include IVR, ACD, omnichannel routing, call recording, analytics, and CRM integration. Designed for support and sales teams, these platforms improve responsiveness and CX. Compare cloud-based solutions by features, scalability, and verified user reviews.

Likelihood to Recommend

Usability

Support Rating

Contact Center Software

Workforce Optimization (WFO)

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Predictive dialing

Interactive voice response

REST APIs

Call scripts

Call tracking

Multichannel integration

CRM software integration

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

Interaction details- Interaction timeline

an agent view of customer details from ECC as well as CRM and also the interaction history of this customer on the right side of the screen

Exotel is a customer engagement platform that believes in the power of exceptional customer experience. Our omnichannel contact center, Communication API suite, and Conversational AI come together to create a platform that delivers AI-powered and contextual conversations at unprecedented scale, speed, and ubiquity.<br><br>We're dedicated to helping businesses engage with their customers with greater trust, personalization, and empathy. With Exotel, you can listen to your customers, remember every conversation, and provide rich insights to create truly meaningful interactions.<br>Our cloud-based product suite drives 70+ million conversations every day for over 7100 businesses across India, Southeast Asia, the Middle East, and Africa. And with our recent license to offer cost-effective end-to-end VoIP telephony services, we're proud to be a 100% compliant cloud calling operator.

Ameyo XTRM by Exotel | AI-first Contact Center Solution

Ameyo XTRM is the industry-first Contact Center Software that comes bundled with cloud telephony. With adherence to ISO 27001 and PCI-DSS, ensure the uncompromised security of your data. From AI-enabled bots to voice calls being deflected to chatbot, Ameyo XTRM is truly built with AI-ready capabilities to save you measurable operational costs. Handle volumes of interactions in no time with intelligent bots and seamless bot-to-agent transfer to handle complex queries.

Learn more: https://exotel.com/products/ameyo-xtrm-contact-center-by-exotel/?utm_source=youtube

Case Study | Al-Fardan Exchange | Cloud Contact Center Solution

Al-Fardan Exchange Success Story with Exotel: A Customer Testimonial

Learn how Al-Fardan Exchange transformed its customer experience using Exotel's cloud contact center solution. Watch now!

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

Enables agents to track and view their individual and team performance.

Authenticates inbound callers with a customer ID.

Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).

Forwarding of calls to the appropriate agents.

Allows current agent to speak with new agent before call is transferred.

Dials multiple numbers at once and connects the salesperson if a live speaker answers.

Pre-recorded greeting and menu options a customer can select from a telephone keypad.

Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.

Providing agents with a predefined conversation script.

Enables agents and managers to see the origin of the call.

Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media

Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.

Automatic speech recognition (ASR)

Ability to offer speech-enabled IVR that translates callers’ spoken words into text, or ability to integrate with ASP software.

Natural language processing for IVR

Ability to offer conversational chatbots in the IVR.

Ameyo by Exotel

Overview

What is Ameyo by Exotel?