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Ameyo Fusion
CX
First Ever 360o Customer Experience Platform
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Importance of Customer
Experience is on the Rise
of companies with the most positive

73% CX impact understand the link between

customer experience and business results.

companies with the strongest omni channel

customer engagement strategies retain an

89% average of 89% of their customers, as

compared to 33% for companies with weak
omni channel strategies

More than 50% of organizations will

50% redirect their investments towards

customer experience innovations by 2018
Organizations are Acknowledging... 3

Meet Mr. CX
Shift from Operations → Experience

His Objectives:

● Omnichannel CX
● End-to-End CX
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Platform CRM

His Technology Contact Center

Stack Contains... Organization

Ticketing

Transactional
Systems
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Creating Challenges...

Time / Cost
Cross Channel and Real
Customer 360 – Single Pressures
Time Data to empower
View of customer
employees
Analysts Believe You Need Two Solutions... 6

16th May 2017 8th May 2017

CCI CEC
Contact Center Infrastructure Customer Engagement Center

Although these solutions can route CEC An extension of the CRM

multichannel interactions, voice tends “These two market; they focus on channels other
to play an important role than voice,
solutions will
CCI solutions include tools to merge but Strong focus on using existing
integrate CRMs. however they it’s some customer data to optimize
typically do not include this interactions based on the customer's
functionality in their stack
years desired outcome.
away…”
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Why a Few Years

Away?
Your Customers demand Experience
today. So, Why not today?
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Introducing
Ameyo Fusion
CX
Ameyo Fusion CX is a Solution for brands to deliver

SEAMLESS | ENGAGED CUSTOMER EXPERIENCE

An Industry First!
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Fusion CX A Complete Customer Experience Platform

Built over - Ameyo’s Omni Channel Contact Center Platform and all New Ameyo CX
CRM
is based on 3 Pillars of CX.. 10

Know Thy Customer Total Accountability Employee Empowerment

3600 Degree View of Customer Front Office / Back Office Training Need Identification
Across All Channels Accountability

Customer Intelligence and Real Time Monitoring Unified Agent Desktop

Machine Learning

VoC (Voice of Customer) Business Rules Knowledge Base

 Fusion CX knows 11
1
Customer
Keeping the Customer at the Center of the Solution

3600 Degree View of Customer

Across All Channels

Customer Intelligence and

Machine Learning
KNOW THY CUSTOMER

VoC (Voice of Customer)

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Your Customer Can

Arrive From Any
Channel
Customers can interact with you across
multiple channels - Mobile, Chat,
Social Web, Phone, Messaging,
Email in a seamless and consistent
manner
However, You Would Still 13

See Her as Onev

Interaction History
Access to complete interaction history across
all touchpoints, along with escalations and
highlighted open tickets in a single window
enables agents to effectively address
customer queries in a personalized and
dynamic manner.

No Interaction Silos Across

Channels!
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Understand Her Better Inbuilt customer intelligence, customer mood, intent

and behaviour can be easily understood, thereby
than Ever Before empowering employees to interact better.
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Listen to Her
Constantly to Improve
Voice of Customer (VoC)

With Voice of Customer (or VoC), you can

understand your customer’s perception of your
company and product/services by gathering
feedback across interactions and NPS surveys
 Total Accountability 16
2 Establish clear accountability with Case Management and
Business Rules which are Fused and not integrated

Case Management

Real Time Monitoring

TOTAL ACCOUNTABILITY

Business Rules / SLAs

Accountability doesn’t just end
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with Contact Center ...

Agent
Efficiency
Average
Speed of Average
Answer Handling Time

Queue Wait Service

Time Levels

… it begins there.
Fusion CX makes whole 18

Organization accountable...

New Account
Front Office Opening

Cases
Back
Office
Card Services
Contact center Updates

… to Customer Claims

Experience
With Fused Case
Management….
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Front Office has access to case history, while Back Office has access
to all interaction channels...
Creating Deep Insights 20

To optimize decisions and performance with beautiful drill downs and

deliver deep insight into key performance metrics

And Gives Deep Insights into

Operations With Beautiful Drill
Downs
And Sending Triggered Alerts 21

in case of Customer Aggravation, to take immediate action

Address customer frustration and

aggravation immediately with real-time
triggers based on the advanced text
analytics
 Employee Empowerment 22
3 Arm your Employees with Customer Insights, Training and Knowledge

Unified Desktop

Training Need Identification

EMPLOYEE EMPOWERMENT

Integrated Knowledge Base

Navigating Windows to find right information is the 23
biggest challenge for employees...
Alt+Tab is Your Employee’s Major Hurdle in Delivering
Customer Experience

According to Aberdeen Group, 26% of your employees’ time is spent in finding

26% information and navigating across windows
No More Searching For Information. Take Decisions using 24
Information with Unified Desktop
With Unified Desktop, agents can access all interaction channels, customer data, previous
interactions and knowledge base via a single window,
Having Integrated Knowledge Base 25

To reduce employee on-boarding time..

Making sure that employees have up-to date information to answer customer queries…
And Customer Data From External CRM/ERP Systems 26
Using Pre-built Connectors and API Integrations

To make sure employees know what products and services your customer is using….
Monitor Your Employee Interactions with the right 27
data to Improve their Performance
And Monitor Operations on Mobile in Real- 28

time
smart Watch all campaign Campaign Overview business detail
queue card performance information setup

Monitor your CC operations in

real time from anywhere to act
instantaneously

Customize your mobile

dashboard to track key process
metrics like SLA, Lead
penetration etc

Get alerts when the threshold

settings are breached to act upon
immediately
Relieve Your Employees with Genie ( The 29

Intelligent BOT)

Introducing Genie
The Intelligent Chatbot
• Low cost self service channel

• Zero touch interactions made easy and

effective

• Performs almost human-like chat interactions

• Smoothly handovers the interaction to an agent,

if needed, in a single touch
 Genie can help
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you with
• Clarify mundane customer queries like frequently asked
questions, process details viz. How can I apply for home
loan, Where is my nearest mobile operator store etc.

• Fetch and deliver personal queries post authorization like

bank statements, post-paid bill etc.

• Automatically generate tickets and updates the customer

Ex: CC lost - chat with genie - genie automatically raises
ticket to block the card and applies for new card.
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Ameyo Fusion CX
Unique Benefits
 Unique Benefits
Employees
• Reduce “data searching” time
by 90%
• One screen with all information
to manage customer queries
with ease.
• Customer Intelligence available
to manage customers
effectively
Aligning the organization to improve customer experience..
Operations
• Get escalations instantly
• Dashboards and Reporting
made Easy
• Create Business Rules with Ease for
Interactions, Escalations and Cross-
Sell
• Reduces Cost with Automation
through Chatbot
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IT Management
• On-Premise and Private Cloud
Models Available for Deployment • One Stop Solution
• 24x7 Support • Single view of all CX
Operations
• Industry Best Project Management
Practices and Hand Holding for • Launch new CX Programs
deployment with ease
• Pre-Built Connectors, Open APIs
and SDKs, RAD Tools
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Cross channel
Business rules
Create business rules using ticket status and
customer sentiment to better serve the customer.

Triggered business rules - set rules to take immediate

action with the help of triggers due to non fulfilment of set
rules.
Ex: Skip IVR for cases which are open

Automated business rules - Periodically validates the

rules to take the set action
Ex: Customer angry , ticket sla breached - action needs to be
taken
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Ameyo Fusion CX

Features
Features 35

Omni Channel - Voice, Chat,

Self Service ( IVR/Bots) Mobile, Email, SMS, Social
Messaging, Bots

Quality Monitoring Intelligent Routing Customer Analytics

CX CRM Case Management Feedback

VoC Unified Desktop SDK

Flexible Mode of Scripting

Deployment BI

SLAs Connectors
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Ameyo Platform
 The Ameyo platform 37

Adapts to the needs of your business…

 Ameyo Platform 38

Crafting a world of Customer Experience

All in One Scalable Multisite Configurable

All in one Linear Central Management with One Platform – Multiple
Yet Modular Scalability Distributed Call Center Business Solutions

RAD Tools Open Extensible Multi Tenant

Rapid Application Development Zero dependency on Faster Time to Single Infra-Multiple
through a Low cost resource Third Party Licenses Market Customers
model
Ameyo Solution Stack 39

Solution
Offerings

Omni
OmniChannel Contact Center
Suite

Ameyo Omni Collect

Omni Channel Contact Center Collections Automation
Suite
Ameyo CX CRM
Contact / Case Management /
Workflow / Rules
Fusion CX
Customer Experience

Ameyo Platform
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About Us

Ameyo
Highlights
A leading customer engagement
technology company, committed
to continually enhance the
customer experience lifecycle
across all channels.
Innovator
Most comprehensive and
flexible contact center
platform - leading innovator
in the industry with many
“firsts” to its credit
9%
Big In APAC
Significant player in the
APAC region – Highest
year on year growth with
9% market share
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Marquee Customers
Marquee customers across end
user industries – BFSI, BPO, E-
commerce, Travel, Logistics, and
more
350+ Team
350+ employees from top institutes
across India led by an experienced
Leadership Team – with expertise in
Technology as well as Sales
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1600+ Customers, 60+ Countries
 Awards & Recognition 43

2016 Frost & Sullivan 2016 TMC Customer Gartner’s Top 10

Honorable mention - 2017, Asia Pacific Contact Contact Center Solution
2016 & 2015 Gartner Contact Center
Center Infrastructure Technology Award. Providers in the APAC
MQs, Contact Center Price/Performance Value region for 2015
Infrastructure (CCI) space consecutively for five
Leadership Award times

2015 Frost & Sullivan Featured in "The Gartner Top 8 communication

Asia Pacific Contact CRM Vendor Guide, Deloitte Fast 500 platforms in Unified
Center Customer 2015" in the Contact growing technologies in Communications (UC)
Value Enhancement Center Infrastructure ASIA PACIFIC, 2014 according to NASSCOM
Award Product Excellence Matrix.

Awards of previous Years

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Headquarters: Spaze iTech Park,

Sector-49, Haryana 122018, India

OUR EMAIL OUR PHONE OUR WEBSITES

Info@ameyo.com +91 124 334 1000 www.ameyo.com