MUMBAI: Ameyo, a leading innovator of contact center technology and customer experience solutions, has announced its integration with Zendesk. Utilising the Zendesk API, the integration combines Ameyo’s powerful call management features with Zendesk’s flexible customer support software to deliver remarkable and consistent omnichannel customer experience.

Ameyo is an all-in-one omnichannel communication suite with advanced call management features such as conference calling, call hold, and call forwarding, along with the traditional inbound and outbound telephony. Ever since its inception, Ameyo has demonstrated itself as a leader in the omnichannel customer experience (CX) and contact center technology space, consistently developing customer-centric solutions to drive customer engagement and retention.

While Zendesk is a global leader in providing end-to-end solutions for enhanced customer experiences, they were on the lookout for a suitable partner to provide voice capabilities in key markets for Zendesk, including India. Through the API integration, agents can now use the Zendesk interface to complete tasks without toggling between multiple applications for voice support.

Ameyo co-founder & EVP Sachin Bhatia commented, “An integrated omnichannel customer experience is critical for today's Enterprises. With Zendesk’s contact center integration, Ameyo has brought enterprise grade contact center and quality monitoring capabilities to Zendesk customers in India. This would help establish a 360 degree customer view and, therefore, enhance accountability between the front office contact center and back office contact center.”

Zendesk country sales director KT Prasad adds "Zendesk is firmly committed to its customers in fulfilling their end to end customer support needs, and we are excited about our partnership with Ameyo in India. Integration of voice in our service portfolio through Ameyo will only bolster our offerings in the region and help further consolidate our position in the enterprise sector."

By integrating Ameyo with Zendesk, businesses in India can utilize the best of both worlds to enhance customer service, case management, and personalization, resulting in better relationships with customers. The two-way collaboration offers:

• Multichannel Customer Interaction Management with Inbound, outbound and blended capabilities
• Automated outbound dialing ensures lowest abandoned calls, eliminates unproductive calls, and intelligently manages leads & campaigns without the need for any additional resources.
• Flexible ticket and case management with automated workflows facilitates effective customer service between customers and agents
• Robust reporting, graphs, and advanced analytics on both customers and agents

Intelligent Agent Routing capability built into Ameyo ensures increased operational flexibility and improves first-call resolution by routing customers to the most relevant resource. Additionally, Ameyo’s Computer Telephony Integration (CTI) widget ensures agents are fully-equipped with all the customer intelligence needed to effectively deal with a query - including voice transcripts, recordings, and complete service & interaction history. The simple screen pop improves agent productivity, minimizes talk time, and delivers more personalized communications, positively impacting customer experience.