Ameyo by Exotel vs. Avaya Enterprise Cloud

Ameyo's Scenario works well : During high volumes large customer support team needs to handle hundreds or thousands of daily inbound inquiries. Agents are handling issues across various channels—voice, email, and chat—and the company needs to ensure a consistent, trackable customer experience. Ameyo’s multi-channel capabilities, coupled with tools for ticketing, call routing, and automated follow-ups, help agents manage large volumes efficiently. Real-time dashboards and performance reports allow supervisors to monitor and manage SLAs closely. Ameyo's Scenario does not works well : For SME or MSME platforms with small team size and low call volumes, Ameyo's extensive features will be too costly and in -effective

Incentivized

Avaya Enterprise Cloud is very well suited for my customers and remote working. Avaya Enterprise Cloud is less suited where my customers have a strong need for region-based call terminations & security. In this case, we have to go ahead with the on-premises model.

Incentivized

• Customer Support: Ameyo can be used to manage a customer support team’s interactions. Customer support representatives can handle queries through voice calls, emails, and chat—all through a unified interface.
• Campaign Management: Marketing and telemarketing teams can use Ameyo to run campaigns targeting different customer segments.
• Analytics and Reporting: Ameyo’s reporting features help supervisors and managers track KPIs, such as call wait times, first-call resolution rates, customer satisfaction, and agent productivity.
• Operational Efficiency: Manual handling of communications can be inefficient and error-prone. Ameyo’s automation features reduce the manual workload and improve operational efficiency,

Incentivized

• Seamless WFH connectivity
• New interface and ease of working for agents
• CX improvement

Incentivized

• The reporting and analytics capabilities of Ameyo are not as robust as those of some of it rivals , it is challenging for me to evaluate the work of my teams and pinpoint areas for development as a result.
• It does not integrate with many third party programs, because if this we are finding it challenging to incorporate Ameyo into workflows on larger scale.
• Customer support managers may find it simpler to create customized reports with Ameyo, managers would then be able to monitor the metrics that matter most to them.

• the Admin Portal needs to be improved to be much more robust
• Support Teams need to understand the difference between on premise and in the cloud applications

Incentivized

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.

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.

because it met our organizations needs

Incentivized

• Ameyo is a good tool to use.
• They need to work on the report generation.

• when I retire my supervisor will not need to replace me
• no more time spent on certificates and upgrades

Incentivized