Ameyo by Exotel vs. Webex Contact Center

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

It depends on your needs. If you only need simple call flows, consider using Cisco Webex Calling Auto-Attendant. If you require more complex call flows and time-of-day routing, you can utilize Cisco Webex Contact Center. You only have to purchase 1 Agent to use the Call Flow Designer.

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

• Things that it does particularly well include a really good UX or UI so that our agents as well as our administrators, can easily provide remote access from agents, new agents, and old agents, manage interactions with customers, and have a good call experience from start to finish.
• The uptime is a big selling point of Cisco.
• I feel supposed by Cisco in terms of new features/functionality coming down the line.

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.

• Better integration with Webex Calling.
• More on premise features integrated into the cloud solution.
• Better documentation for pebble templates.
• Better information for changes and when new features are available. Instead of having to look on the what’s coming webpage alerts or a pop-up inside Webex control hub would be nice.

Incentivized

We are happy with the product, with Cisco as a partner and the roadmap looks mightily impressive. Webex Contact Center is one of our growth areas so we're keen to get more agents on the platform, we want to get more customers on it and we want to make use of all the features and functionalities it offers, so that we can help our customers do what they do best.

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.

It is great to use Webex Contact Center as it delivers the call routing and workflow for agent and call routing. In addition to this the noise reduction helps to focus attention on the call and with the client. The notes feature and the ability for the transcription really helps with translation and language barriers.

Incentivized

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.

Webex Contact Center works great in conjunction with the above product to produce a better system from businesses and more options to reach the maximum number of clients to make the business thrive. It makes it easier to reach all generations and remove any limitation or obstetrical and makes the business have a better chance of success.

Incentivized

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

• No Capex required for this solution (which makes our CFO very happy)
• Digital channels are builtin and therefore very easy to deploy
• The built in CRM integration was missing features so we had to install a thirdparty connector which we had to pay for (and wasn't in our budget) in order to get the features which our business demanded

Incentivized