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Ameyo Bridges Customer Experience Gaps With FusionCX, First Ever 360 Degree Customer Experience Platform
[June 08, 2017]

Ameyo Bridges Customer Experience Gaps With FusionCX, First Ever 360 Degree Customer Experience Platform

GURUGRAM, India, June 8, 2017 /PRNewswire/ --

Ameyo, a market leader in Omnichannel Contact Center Technology, announced the launch of its game-changing FusionCX, a customer experience platform. The platform enables brands to go beyond operational excellence and deliver end-to-end experience.

Built on Ameyo's award-winning platform, FusionCX combines power of Ameyo omnichannel capabilities and Ameyo CX CRM, empowering businesses to ramp up customer journeys across all touchpoints, along with customer intelligence and case management features to understand customer behavior across channels and derive powerful insights to result in informed business decisions.

The platform is built on 3 pillars of customer experience:

- Know Thy Customer - 89% of customers worldwide get frustrated because they need to repeat their issues to multiple representatives. This is why there is an increasing need for organizations to know their customers really well to ensure consistent personalized customer experience. With the help of 360 degree customer view, customer sentiment, and social indexes, Ameyo Fusion CX enables businesses to leverage customer intelligence and optimally serve the customer across the entire lifecycle.
- Total Accountability - Brands are accountable for end-to-end experiences, and not just contact center KPIs. This is because customers look forward to unvarying experiences in all mediums of interactions. Clear accountability between the front office and back office enables a seamless and faster customer query resolution process, by identifying bottlenecks in the various processes with the help of the case management system.
- Employee Empowerment - Ameyo's Unified Agent Desktop arms agents with customer insights, training need identification and knowledge base from all channels, reducing the agent's efforts of switching between windows to address customer queries and deliver a seamless, personalized and dynamic experience.

This May, market research and advisory firm, Gartner, released their Magic Quadrant for the CRM Customer Engagement Center & Contact Center Industry reports, in which they outlined how CEC solutions servemerely as an extension of CRM, strongly focusing on using customer intelligence to optimize interactions based on the desired outcome. The differences between the two results in interaction silos across the digital and voice channels, resulting in a fragmented customer experience.

According to Gartner, the amalgamation between CEC & CRM is inevitable in the future.

"At the heart of a CEC is a case management and problem resolution system. It requires a strong ability to create, split, federate, join, assign and escalate cases, to provide more than a marginal benefit to a CRM initiative," as mentioned by Gartner. "Over time, we expect the two solution sets (CEC & CRM) to merge, but that merger is still several years off."

Ameyo realized this crucial gap in the CEC & CRM industry and designed a solution specifically tailored to eliminate interaction silos with a cross-system approach.

Blending the best of Omnichannel Contact Center and Customer Service CRM technology, the FusionCX customer experience platform eliminates critical gaps in the customer experience process, delivering a full-fledged seamless customer experience solution for businesses across all dimensions. Customer intelligence analyzes customer behaviour across all channels, including the customer journey to better understand the customer state and prepare a successful interaction strategy.

The FusionCX platform also includes Genie, Ameyo's intelligent chatbot that facilitates human interactions and solves customer queries in a seamless and engaged manner. With advanced machine learning capabilities and customer sentiment analysis, Genie is capable of understanding human behavior and preferences, delivering interactions with a human touch.

What about disgruntled customers?

FusionCX includes a feature that generates alerts in real-time, based on language analysis and intent detection of the customer, alerting the supervisor and allowing him/her to snoop, barge or whisper to handle the interaction in a much smoother fashion. Moreover, if Genie is unable to answer a query, it is routed smoothly to a live agent to avoid the risk of losing the prospect or customer.

Talking about the new launch, Sachin Bhatia, Co-founder and Head of Product Marketing at Ameyo said, "We believe that delivering a memorable Customer Experience requires brands to go beyond Contact Center KPIs, which in turn, calls for an omnichannel contact center along with customer service CRM capabilities bundled into a single product. Ameyo FusionCX is an industry-first, and we are very excited with the possibilities it offers to our customers. It is years ahead of the traditional contact center and CRM solutions that are currently available in the market."

About Ameyo: 

Ameyo is an omnichannel customer experience solution aimed at delivering consistent, seamless and personalized customer experiences across the customer journeys. Its products include: Omni Channel Contact Center Software, Customer Service CRM, Self Service across channels including bots, customer intelligence, analytics and personalization, digital sales, collections automation. Ameyo is available on-premise, private cloud or public cloud.

With years of proven experience in the extensively challenging and fast-paced Customer Experience Management domain, Ameyo enjoys a widespread range of customers on a global level with over 2000+ customers in 60+ countries across banks, financial services, telecom, travel and tourism, e-commerce, insurance etc.

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