Ameyo Launches Video Call Center Integration With Technology from Vidyo

CIOReview Team | Wednesday, 30 March 2016, 05:28 IST

Ameyo, the call center technology and customer experience expert has launched a new integrated video call center capability powered by technology from Vidyo, Inc., a leader in high-quality visual communications and collaboration technology.

By combining their Ameyo solution with the VidyoWorksTM platform, Ameyo customers now have the ability to fully embed the highest quality visual communication into any customer experience application, workflow or endpoint. Video communication between customers and agents can lead to enhanced collaboration and improved contact center efficiency. By providing this integrated video capability, Ameyo is largely catering to its customers in banking, e-commerce, financial services, telecommunications, travel & tourism, healthcare, retail and other industries to meet the demand for online web meetings, technical support, discussions, etc.

"Integrating Vidyo with Ameyo's customer engagement platform will help Vidyo better address mid market customers in South Asia and the Middle East and present new co-sell opportunities globally," said Eran Westman, CEO, Vidyo . "The experience Vidyo delivers combined with Ameyo's robust and flexible platform will help Ameyo partners and prospects address demands for a video customer engagement solution that is secure, scalable and works across variable networks and devices."

Integration of Vidyo with the Ameyo Global Contact Center solutions enables rich, personal video interactions throughout the customer journey. Customers will be able to initiate chat from two interfaces, the web UI and the mobile app. The web-based agent interface has the capability to provide video support to the customers along with other functionalities such as transfer, confer, CTI popup, etc. The web-based supervisor interface also has the capability to monitor agent's activities on real time basis.

The solution also covers aspects of a typical contact center like intelligent video-call routing to agents (skill based, preferred agent, etc), video-call transfer, conference over video. Ameyo's solution provides an easy-to-use agent and customer interface. The supervisors can put themselves on conference with agent and customer when required.

"The integration of VidyoWorks[TM] with our customer interaction platform is critical - it has provided streamlined experience for our customers. Organizations that are implementing video call as a part of their service will witness dramatic improvements in their service levels and customer satisfaction. Video interaction is a faster and more personal way to connect with customers and has the highest level of customer satisfaction than any other channel. With this integration, Ameyo now has the capability to ensure more collaborative interaction, along with a complete set of tools to engage customers on a real-time basis," said Bishal Lacchiramka, CEO, Ameyo.