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Unified Help Desk management with Omnichannel interaction support

  • Support customers on their preferred channels – Email, Voice, Social Media & Chat
  • Unified customer view across all channels
  • Channel Specific Dashboards and Reports

Empowering Enterprises to Deliver a Superior Customer Experience

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Create connected and engaging experiences with Omnichannel Ticket Management System

Build stronger customer relationships

Grow your business faster by building lasting relationships with your customers, through every step of the customer journey.
Leverage customer interactions across their preferred communication channels. Make most of your agents’ productivity by enabling them to engage in multiple interactions simultaneously.

faster deployment of customer engagement

Faster deployment with contact center system integrations

Grow your business faster by building lasting relationships with your customers, through every step of the customer journey.
Leverage customer interactions across their preferred communication channels. Make most of your agents’ productivity by enabling them to engage in multiple interactions simultaneously.

Cut operational costs while improving efficiency

Cut operational costs  while improving efficiency

Experience contextual conversations, avoid repetitive discussions, enable faster resolution, and improve customer satisfaction rate dramatically. Work more efficiently with lesser agents.

Drive organizational growth with automation

Drive organizational growth with automation

Let automation make your support processes more efficient than ever. Deliver a unified customer experience across different communication channels with automatic ticket creation and prioritization.

An industry leading Customer Engagement Center unifying Case management and contact center

Designed with Unified Interface for Omnichannel Support

Identify and add the channels your customers prefer to communicate with your business, serve them right there without letting your agents toggle between different screens. 

Ameyo’s Omnichannel ticket management system lets you create automatic helpdesk tickets for all the queries coming in through email, webchat, social media platforms (Facebook, Instagram, Twitter, Youtube), voice calls, SMS, and other messaging platforms, such as WhatsApp. 

Backed-up with Automated Routing

Not just auto ticket creation, Ameyo Fusion CX also enables you with automatic ticket routing to save your time, add more efficiency, and provide contextual conversations. 

Automatically assign tickets for queries coming from voice calls, email, and other chat platforms to the right agents in the team. This helps improve the overall productivity as well as brings a dramatic improvement in customer satisfaction rate.

Empowered with AI and Bots

Understand the intent of your customers, know their emotions with AI-powered sentiment analysis capabilities. Enable your customer engagements with intelligence, identify furious and frustrated customers, and route them to a skilled live agent. 


Let your agents handle critical tickets first and experience a high CSAT rate with the right prioritization.

One Dashboard for Comprehensive Monitoring

View your team’s performance live with the parameters you want to monitor. Take actions on live interactions, analyze the performance, and make changes in the strategies as and when required. 

Manage your team in real-time, divide the workload of your agents, shift them to different queues in a click. Ensure the maximum performance output with Ameyo’s unified monitoring dashboard.

Looking for more advanced Helpdesk Ticketing features?

Explore the features of best Omnichannel ticket management system

Built for Business Specific Configurations

Ameyo Fusion CX understands that your business is unique and so do its requirements. It lets you define your own business-specific configurations, create your own rules, configure your dashboards and reports, manages your business prompts, and a lot more.

Extensive Team Collaboration Capabilities

You may want to interact with your team for broadcasting an important message while not impacting the operations. Your agents may seek help when stuck in a query, you may want to perform actions on a live interaction, Fusion CX comes with team collaboration capabilities to let you interact with your team. 

Contact Center System Integrations

Integrate workforce management systems, CRM software, and other legacy systems. Ameyo customer support ticketing system integrates with popular business tools out-of-the-box and has APIs for custom integrations

Features like toolbar integration, screen pop, and two-way synchronization of information enable agents to retrieve customer information and answer the calls with a warm start to improve the customer experience

Automated Workflows

Transform your customer support with system intelligence and automation capabilities. Automate your business workflows, define your SLAs, configure thresholds, send automatic notifications for an SLA breach to managers and customers to inform them for a possible delay.

Rethink your Customer Support Strategy

Powerful Features That Your Enterprise Needs

Groups

Create ticket categories based on particular issues and route them to the appropriate team. This feature ensures dedicated support for each customer.

Tickets Labeling

Organize and categorize your tickets using labels for improved efficiency. Automate workflows based on these labels to streamline your customer support process.

SLAs (Service Level Agreements)

When ticket resolution windows exceed the due date, set up trigger campaigns to send alerts to your teams. Convey precise delivery commitments for customer expectations and entitlement from your support team.

ACD (Automatic Call Distributor)

Route calls to best-suited agents for faster resolution with flexible and robust Ameyo’s ACD software
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IVR (Interactive Voice Response)

Identify and route every customer call to the best-suited agent based on the caller’s input with an intelligent IVR system

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Omnichannel reporting

Visualize graphical reports on your dashboard about metrics such as ticket status, priority, first response time, and more. Be on top of things with insights into the metrics that matter most.
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Integrations with CRM

Ameyo integrates with all leading industry CRMs such as Microsoft Dynamics 365, Freshdesk Mint, Zendesk, Salesforce CRM, Leadsquared and more. Custom integrations are also available
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Omni Routing

Direct incoming interactions via multiple channels to the right contact center agent at the right time using business rules to facilitate a faster response
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Conversation Resolver

Append multiple related interactions into a single conversation to avoid losing conversation context and see a complete picture of your customer journey
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Automation Rules

Build an effective contact center process by automating business actions based on the event and time-based triggers. It lets you save time and improve customer engagement by automating the next best action.

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Why Ameyo for Customer Support Solutions?

Enterprise-Grade End-to-End Security

Ameyo is PCI DSS compliant with certified public cloud environments across India, Asia Pacific, Africa, and Middle East countries. In Addition to being PCI DSS compliant, Ameyo is also ISO 27001 & ISO 27018 certified. Ameyo follows a detailed product development, delivery, certification, and implementation process including end-to-end internal testing, periodic VAPT certification with an independent IT Security Agency, and adherence to CVSS.

Flexible Mode of deployment

On-premise

If your business requires an on-premise call center deployment with servers physically placed on your premises, Ameyo’s On-premise Call Center Software is the right solution for you. With on-premise call center software, you can have great control over server security.

 

Cloud-based

Cloud-based contact center software eliminates infrastructure costs and is highly scalable when you want to expand your business. Ameyo offers Cloud-based Call Centre Software (public & private cloud) that brings high-end security to your call center operations. It prevents data leakage with VPN security and lets you converse with your customers without any security issues.

Customer Engagement Expertise

Ameyo has been providing customer engagement solutions for the last 17+ years to help consumer-facing brands to streamline and improve their customer engagement across various channels – voice, email, chat, social media, video chat,and messaging.

Trusted by Global Brands

Ameyo has been trusted by 2,000+ brands across 60+ countries.  It includes brands across different verticals and industries- BFSI, Edutech, Travel and Hospitality, eCommerce, Healthcare, Aviation, and more. Additionally, Ameyo provides 24/7 local support through its regional partners.

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Learn how Unitel aced its customer support with Omnichannel Ticketing software

Download Case Study

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Frequently Asked Questions

A Customer Support Ticketing System or a Helpdesk Ticketing System is a software that tracks and collects all customer support interactions from different interaction channels– voice call, email, social media, live chat, in-app mobile chat, sms, messaging apps.

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A Ticketing System helps you streamline your customer service. A ticket gets created for each customer interaction and software lets you track the entire interaction history and context of the conversation in order to resolve customer queries effectively. The ticketing system also helps in automating the repetitive tasks thereby saving your agents’ time.

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An Omnichannel Ticketing System is important for businesses where customers reach out to them via different interaction channels- voice calls, mobile app, webchat, sms, social media, email, and messaging apps like WhatsApp, Line, and Viber. This software helps you create and handle tickets for queries coming from various channels to ensure that no interaction is missed.

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A Customer Support Ticketing System enables contact center agents to create automated replies for repetitive queries. Ameyo Fusion CX offers Unified Agent Desktop which allows agents to handle tickets from various channels on a single interface. It saves their time and improves efficiency. Also, AI-based sentiment analysis empowers them to understand customers’ intent and serve them in a more personalized manner.

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