ACD (Automatic Call Distributor) manages inbound calls and routes them to all the available agents who are logged in to a system. Usually, the number of inbound calls for any contact center is more than the number of agents available, and it may happen that some agents are overwhelmed with calls while others are idle. ACD ensures uniform call distribution across available agents and balanced load distribution across multiple office locations.

Imagine you have 10 agents and 30 incoming calls at any given point of time. Out of those 30 customers, 15 only wish to perform routine tasks such as checking their account balance, while the rest need to speak to a customer representative. Assuming even distribution of callers of both classes, we can safely compute that your agents will be attending to 5 from each category. Ideally, your agents should only be attending to the 15 from the second category, and those from the first category should be directed to an automated attendant of some form. Instead, you have 20 customers waiting their turn, when you should have less than 5 in the queue. In another scenario, you have a caller who wishes to speak to an agent in Spanish. Only 2 of your 10 agents are proficient in Spanish, while the rest do not know Spanish. You have no way to ascertain that all Spanish speaking customers are directed to those 2 agents only, while the rest attend to the English speaking customers. To make things more complicated, if you your agents and callers distributed across the country, there is no way to direct the traffic from one region to the customer care center in the same location as the origin of the call as those agents may serve the callers better and faster.

With DQN Ameyo innovative Automatic Call Distributor (ACD), you can tackle such complex problems with sound inbound call management and intelligent load distribution. Pre-integrated with the IVR, our ACD can manage queues and perform skill-based routing, which ensure that your callers are talking to right people without spending much of their precious time waiting for an available agent. With flexible database integration you can integrate our ACD with most third-party database such as MySQL, DB2, Oracle, among others. Reporting and performance management capabilities empower you to view real-time data in top-down, graphical, hierarchical or plain text format for optimal resource allocation and process improvement, which in turn lead to higher revenue generation. Our user-friendly CRM enables fast access to information, and can integrate seamlessly with third-party CRMs. Moreover, the solution can be deployed for both localized, as well as distributed set-up with centralized administration for your supervisors to manage caller queues efficiently from anywhere in the world.

With unlimited capability to configure process specific components and define custom skills for agents, ACD solution is perfect for businesses have high call influx from multiple locations with a high ratio of customers looking for specific information. Multiple IVR systems distributed across geographies can interface with a central ACD unit to direct calls to appropriate customer care centers.

Whether it is adherence to policies, regulation compliance, conflict resolution, data mining, quality assurance or personnel coaching, our advanced voice recording capabilities are ideal for storing and retrieving voice data. The comprehensive reporting capabilities allow you to customize over 200 reports and assimilate data pertaining to performance and efficacy

Our ACD solution makes it easier to scale up your operations effortlessly and quickly, and with least infrastructure costs. We have done away with the encumbrance of adding expensive hardware for adding as few as five seats or as many as hundreds. With our efficient architecture and high execution speed, we can have twice as many agents on the same hardware as compared to other solutions. From growth perspective, the ACD system allows you to build upon functionality and scale over time as your operations demand, without huge investments in hardware and telephony equipment.

How does it benefit you?

With our ACD solution, you can serve your customers better and faster. Our superior call management leads to shorter interactions with customer. By accessing and processing information faster with our comprehensive solution, your agents can serve more clients, thereby ensuring highest level of customer satisfaction with your organization.

Use comprehensive technology - With features like multi-party conference, screen transfer, IVR conference, call hold, call forwarding and other facilities, exploit the rich feature set of our ACD. Boasting of highest up-time in the industry, the solution eliminates the single point of failure by implementing multiple levels of redundancy in the entire setup to provide business continuity.

Ensure high customer satisfaction - With better caller management, play informative messages while your customers are waiting in the queues. Alternate information on new products with music and provide estimated wait time, agent availability information, etc.

Employ robust routing and prioritization schemes - Ensure maximum client satisfaction with exceptional priority and skill-based routing features. Organize relevant queues with designated skills or attributes for agents, and define relationships between agent groups and call queues. Determine who should take the high priority calls!

Execute multimedia operations - Now send SMS, E-mail, Fax, or chat using our multimedia capabilities for better management. No need to open additional windows or search for multimedia operations. All it takes is one click!

Manage voice recording with ease - Store your voice logs in any format. Search through voice records based on parameters such as agent, time-line, disposition, etc, and use multimedia features (replay, rewind, forward)

Improve productivity with comprehensive reports - Analyze productivity and performance via GUI, web-based, real-time reports. You can also export the reports to multiple formats (PDF, CSV) for easy readability.

Integrate with third-party database - Integrate with any third-party database using an easy interface. Our ACD solution comes standard with PostGreSQL but can be integrated with Oracle, MySQL, DB2, or any other RDBMS seamlessly.

Interactive Voice Response (IVR) system helps you in automating inbound calls that are repetitive in nature. According to many sources, 50% of inbound calls are repetitive in nature, and do not require an agent's participation. Some of such calls include account information retrieval, flight information, pricing, record updates, new password or pin generation, and transaction processing. The call time for processing such calls can be drastically reduced with a fully automatic IVR solution that serves customers intelligently based on their queries and inputs, thus enabling faster self-service. Your agents can attend to those customers who have specific calling purposes (as opposed to generic queries like account balances), thereby increasing your business productivity and efficiency.

Our innovative IVR solution is ideal for self and assisted customer service for inbound and blended processes like customer support and collections. Equipped with a rich IVR designer tool and pre-integrated with our Automatic Call Distributor (ACD), Reporting, Unified Messaging (SMS, Chat, FAX and E-Mail) and CRM solution, the IVR module can be deployed independently or as a component of the Ameyo. And all this comes with low Total Cost of Ownership (TCO), ease-of-use and flexibility.

	Comes with ACD for customer care
	Allows automatic call routing using DNIS & CRM integration.
	Comes with call-flow designer & conferencing facilities.
	Option of getting it customized as per the specific requirements.
	Allows database integration, DTMF recognition and generation.
	Option of PBX integration.
	Option of intelligent routing of multiple applications.
	Allows run-time change of call-flow.
	Facilities of T1, ISDN, E1 or analog lines.
	Features voice logging.

In line with our user-friendly IVR Designer, the IVR solution includes best-of-breed capabilities that enable sound resource allocation, optimal customer interaction management, and highest service quality. The Text-to-Speech (TTS) ability allows you to convert normal language into speech. Multi-language support allows you to cater to customer with specific language preferences. You can fetch data from your information repository for swift and quality service with database integration. Our innovative remote monitoring capability will empower you to manage your distributed workforce with a unified, centralized control from one location. You can not only access data with our user-friendly interface with a single click, but create virtually any kind of call flows to configure routing and interaction experience with our IVR designer. With strong voice recording capabilities, you can store voice records of interactions effortlessly, and retrieve them later. You can also track performance and efficiency for your workforce, processes and business with the help of over 200 types of graphical and text reports.

Based on latest IP based technology, the technology eliminates the use of expensive propriety hardware, lowering the network infrastructure and hardware costs up to 70%. The modular architecture facilitates seamless scaling by simply adding few processing units (i.e. inexpensive Linux Server machines). With ability to integrate additional generic and process specific features, the IVR system can cater to your current as well as future requirements. Seamless integration with any third-party components (CRM, telephony equipment, third-party software) and multiple-site deployment allow you to scale up your operations without enormous infrastructure investments.

How does it benefit you?

With DQN Ameyo IVR solutions, your agents will spend quality time on lucrative business interactions.

Automate operations - By enabling self service, our IVR will take care of callers who wish to look up account balances, process transactions, balance transfers, flight timings, or just promotional schemes. By efficiently managing your agent workforce, you can do away with additional expenses for staffing and training.

Configure call flows using Intuitive IVR Designer - You can configure call flows on-the-fly with the IVR Designer for end-to-end caller experience. Use intuitive menu and action buttons to create diagrammatic representation of your call flows. With simple drag and drop abilities, you don't need to have knowledge of complicated programming constructs.

Interface with third-party databases - Tighter integration with third party database not only allows your agents to obtain the right information immediately, it also allows your customers to look up information regarding their accounts directly with DTMF input.

Cut back wait time - DQN Ameyo IVR and ACD solutions, when used in conjunction, cut back your caller wait times with the help of flexible call queue management. Your callers will be informed of estimated wait-times so they can call back at specific time and do not waste their time waiting during busiest hours of the day. Supervisors can monitor and manage call queues to ensure that agents are uniformly distributed across queues.

Obtain real time and updated information - Provide your agents with latest information pertaining to callers for faster and more reliable service, via our user-friendly CRM system. Reduce dependence on humans for information retrieval and record searching, and let the automatic IVR do all the work.

Scale up operations effortlessly - Now increase your capacity without investing in propriety hardware. DQN Ameyo IVR solution does not require heavy investment at the onset or during capacity upgrades when you wish to scale up operations.

Manage voice recording with ease - Store your voice logs in any format. Search through voice records based on parameters such as agent, time-line, disposition, etc, and use multimedia features (replay, rewind, forward).

Improve productivity with comprehensive reports - Analyze productivity and performance via GUI, web-based, real-time reports. You can also export the reports to multiple formats (PDF, CSV) for easy readability.

A Predictive Dialer automates outbound calling procedure while managing multiple campaigns and leads. With a predictive dialer, the productivity of any contact center can be increased by more than 300% over manual dialing.

It is very tedious to manually call up hundreds of prospects and track information pertaining to every customer. The job becomes more complicated when more than 60% of the calls are responded to by an answering machine, or with a busy signal. And we are not counting wrong numbers, dialing and response time, number of redials in this figure. With talk time of 10-15 minutes per hours, your business is taking a hit because of low prospect-to-customer conversion ratios. Your supervisor may never know whether an agent is actually talking with a customer, or his new-found girlfriend on the net. Moreover, you may also anger certain folks who have subscribed to Do-Not-Call (DNC) lists, or those who do not wish to be called at certain times of the day. Last but not the least, there are no metrics to improve processes or manage multiple campaigns and the management does not have meaningful data in the form of structured reports or voice records for quality and policy compliance.

Our Predictive Dialer solution is an integral component of the Ameyo that takes care of all these and a host of other productivity deterrents. It is a complete outbound solution that can be deployed as a stand-alone product, or as a part of Ameyo. Its comprehensive capabilities including voice recording, quality monitoring, reporting, CRM, and multiple campaign and lead management are designed to increase your contact center productivity by automating the outbound dialing processes. With automation of most time consuming manual dialing functions usually handled by agents and supervisors, our dialer increases your talking time significantly and gives you much more control over your operations.

Our Predictive Dialer's best-of-breed technology ensures lowest dropped or abandoned calls, eliminates unproductive calls (Answering Machine Detection, busy signals, SIT tones) and manages leads and campaigns intelligently. Its revolutionary predictive dialing algorithm (Learnsys™) is based on machine learning. It learns via more than 40 parameters (connectivity ratio, lead quality, agent's performance) at run-time, by constantly monitoring them, and intelligently decides on number of calls to be initiated at any given time. It impacts the connect ratio significantly, scoring around double the number of contacts in comparison to other standard predictive dialing solutions. With advanced scripting, you can provide your agents with the latest and customized data for optimum customer experience.

The dialer successfully meets the requirements of any kind of outbound campaign (telemarketing and sales, collections) to be run at optimum levels with low Total Cost of Ownership (TCO), ease-of-use, and deployment flexibility. Its hybrid capability to work seamlessly with VoIP, as well as TDM based technology, allows it to function with any type of underlying network infrastructure.

Architected for high extensibility, it allows you to integrate additional features (generic or process specific) for current as well as future requirements. Moreover, it works seamlessly with any third-party components (CRM, telephony equipment, third-party software). It can be deployed across multiple locations or sites, and can be scaled up effortlessly to incorporate any process requirement.

How does it benefit you?

Whether it is usability perspective, round-the-clock support, innovative technology or effortless implementation under consideration, we ensure you the best solution for your business. Our world-class product is designed keeping in mind not only your present and future needs, but also your end user's experience with your organization. Let's face it - it not only makes you look good, it helps us in living up to our hard-earned reputation for service excellence.

High availability - With DQN Ameyo distributed architecture, a backup server will take over in case a primary server breaks down. So if one of your servers goes down, fear not. By facilitating redundancy at multiple levels, the dialer solution eliminates the impact of single point of failure. It also ensures highest up-time in the industry by provisioning of multiple telephony services simultaneously.

Exploit a rich feature set - With the help of comprehensive dialing modes including predictive, preview, progressive, fixed-pace, agent less campaign (IVR), and manual dialing, DQN Ameyo Predictive dialer is the cutting-edge solution in its class. With high Answering Machine detection and sophisticated call pacing algorithms, you can be assured of the fact that you agents are not idle or unresponsive.

Maximize agent productivity - With flexible real time call pacing options, and features like same agent call back facility, conference support, live agent reassignment, and remote agent support, your agents will be most efficient and productive. Additionally, avail features such as Agent wait time pacing, drop rate pacing, Average hold time pacing and pacing control by group, campaign or list along with others.

Advanced scripting - With powerful script creation and management tools, your agents will have the up-to-date information while servicing prospects and clients. Your supervisors can define the contents of the script window, and allow agents to view the most relevant information.

Supervise and monitor effectively - With total agent monitoring capabilities such as call conferencing, barging, snooping, call logging, churning, on-the-fly report generation, local and remote monitoring, the supervisors have a greater set of capabilities. Now, your administrator can easily manage agent and campaign centric data with a set of user-friendly tools.

Comply with Do-Not-Call Regulations - DQN Ameyo Predictive Dialer rejects "Do Not Call" numbers to comply with regulatory norms and improve agent productivity. With automatic cleansing of call lists, the callers do not waste time calling DNC numbers. Our dialer ensures lowest abandon rates and least hang-ups on successful calls.

Manage multiple campaigns effectively - Monitor and manage multiple campaigns with complete ease and dexterity without dedicating additional resources. Manage agents on different campaigns, and re-allocate them as campaign requirements change. It is integrated with ACP, an innovative interface which allows smooth operations of all technical and administrative tasks like report generation, data & voice back-ups, server maintenance, voice-minutes configuration at the click of a button.

Spend less, gain more - Whether you have VoIP or TDM technology, propriety or standard hardware, our deployment shall be up and running in a matter of hours. Ameyo works seamlessly with any telephony equipment including, but not limited to Cisco, Avaya, Snom, Nortel, Digium, Alcatel-Lucent, Sangoma and AudioCodes. It can be integrated effortlessly with multiple third party databases, CRMs, Gateways, IP Phones and Network infrastructure. We can integrate our solution with legacy hardware, as well as latest technology, thereby saving you frivolous investments in new infrastructure.

Manage voice recording with ease - Store your voice logs in any format. Search through voice records based on parameters such as agent, time-line, disposition, etc, and use multimedia features (replay, rewind, forward)

Improve productivity with comprehensive reports - Analyze productivity and performance via GUI, web-based, real-time reports. You can also export the reports to multiple formats (PDF, CSV) for easy readability.

Use advanced E-mail, SMS and Fax capabilities - Let your agents be more productive by providing them ability to SMS, E-mail, Fax, or chat with clients using a simple interface. E-mail reports, documents or lists automatically on specific interrupts to supervisors or administrators. Be in touch with your customers and send them reports and updates using a simple interface.

Voice logger is an important tool for recording interactions between contact center agents, supervisors, and managers on one hand and prospects, leads or customers on the other. A voice logger is an integral part of any communication system and can store correspondence in multiple formats.

As business interactions and transactions have grown tremendously over the past few years, and continue to do so, it has become increasingly important to record and document interactions. Depending on the nature of your business, you will have a different use for maintaining call records. Some of the various reasons could be policy compliance, quality assurance, government regulations, contention resolution, process evaluation, data mining and personnel training. Voice records provide a world of information that could be the distinguishing point for your business. If your customer claims that he has called your support five times in the last month, you can verify the claim by searching through your voice records for content verification. You also need to be able to use multimedia features such as playback, rewind, pause, forward to search specific information. If there is a genuine issue at hand, you could perform a root-cause analysis and improve your processes to avoid a repetition. In addition, if the customer complains that your agent did not serve him/her well, you could review your training procedures for your agents to communicate more effectively. There are manifold issues like these that could impact your business. A good voice recording solution enables you to eliminate potential threats to the credibility of your brand and your values by identifying and rectifying such loopholes.

Our Voice Logger solution is ideal for any business that demands comprehensive functionality and customizability. Designed to work seamlessly with Predictive Dialer, IVR (Interactive Voice Response) and ACD (Automatic Call Distributor) solution, it is perfect for contact centers or enterprises that need an end-to-end solution, or just a standalone voice recording solution that integrated with their current setup. So, whether you wish to start with a simple set-up or extend your current capabilities, our solution will enable you to do so with the shortest TTI (ime-to-implementation), without upgrading or replacing your hardware and software, or incurring additional infrastructure and IT costs.

Based on latest technology, the voice logger solution addresses your requirements with the highest quality standards and future growth prospects. With features like 100% automatic recording, the voice logger can perform complete interaction recording on both the agent, as well as the trunk side. With voice compression and multiple-format recording you can store your data in any format and save on storage costs. The distinguishing feature of our voice logger is its ability to internally compress a record by eliminating silence, pauses or DTMF inputs and other sections of a record that take up unnecessary space. You never have to lose a record or run out of space. Our logger will inform you when you are running low on storage, so that you can take the right action.

Multimedia operations allow you to rewind, forward, and replay the conversations for swift information retrieval. With the user-friendly CRM, you can perform all file operations with the click of a button. You can also search through records by lead ID, agent, disposition, and other parameters for quick retrieval.

You can listen from interface with a single click. The interactions can be downloaded from the interface itself. Additionally, you can download recorded conversations remotely via a web browser.

You can integrate the voice logger with most third-party database or tool. With automatic archiving and backup support you can store your voice records efficiently on any database pre-integrated (integrated PostGreSQL) or third-party (MySQL, Oracle, DB2, Access)

Strong security features curb unauthorized access of confidential information such as voice records. Only supervisors, managers or quality analysts have access to voice records by default. However, if you wish to give specific agents access to voice records, you can configure your security settings and change access levels for agents.

With all these features, our Voice Logger will help you achieve your quality goals without the overhead of maintenance and upgradation costs.

How does it benefit you?

Whether you are in Sales & Telemarketing, Collections, or Customer Support in any vertical, our Voice Logger will help you store and track important correspondence for training as well quality assessment. If you wish to ensure service quality and highest customer satisfaction, our flexible and pre-integrated solution is best for you.

Record limitlessly - Automatically record all conversations and keep a track of inbound and outbound interactions between agents and customers for quality assurance with our no-bar recording.

Search effortlessly - Search through voice records without going through endless menus and buttons and save up on your valuable time. Assess quality of service with ease and swiftness with our Voice-Logger solution. You can associate records with specific voice logs (E-mail history, chat history, etc) to enhance efficiency in operations. For example, you can create customer profiles and associate all forms of records, voice, E-mail, chat history with the profiles.

Back-up data - Just mount a simple back-up drive and save all the records, or select records to be backed up regularly. Our Voice Logger will analyze the records for timely back-up and you will never have to worry about losing an important piece of information.

Don't Fret over security - Only provide access to supervisors, managers, administrators or other qualified users. Any sensitive information in the wrong hands could wreck havoc on your company's image. Our strong security features ensure that only authorized personnel and scan through the voice logs and records and you don't pay through your nose for compromising on your security.

Store in multiple formats - If you wish to save space, convert the voice logs in MP3 format. You can also go with the conventional WAV format. Alternatively, choose other formats that suit your requirements.

Online reporting and viewing - The CRM allows you to access voice logs online and create comprehensive reports (over 200 customizable reports) using DACX-Manager. Whether you have a centralized or distributed agent workforce, you can manage your voice records efficiently from any corner of the world.

Single, unified interface - DQN Ameyo user-friendly CRM allows you to access all functions on a single interface. You do not need to go through countless menus or complex procedures to perform simple operations. Quick links (record, replay, forward, etc) allow you to perform routine functions with a single click.

Reporting refers to presentation of data textually (including simple text, tables) or graphically (graphs, charts, diagrams, flows) which were collected from various sources, especially customers. Reporting is an integral component of any customer interaction management system for tracking and monitoring data (real-time and historical), defining process efficiency metrics, and reviewing organizational performance at every level.

Raw and unstructured data collected laboriously via various sources is not helpful in making informed decisions. However, once organized and presented meaningfully on timely basis, it is an important asset for any organization. You can analyze marketing results across campaigns and lead-to-opportunity conversion, plan your marketing strategies, and monitor your distributed or centralized workforce. A reporting solution will interface with some type of CRM (customer interaction management) tool, and perhaps an outbound or inbound solution. It is very important that your reporting solution is tightly integrated with all such components for seamless functioning.

DQN Ameyo reporting solution is ideal for organizations that deal with large volumes of data exchange continuously. It organizes and presents data, concise and detailed, with the help of more than 200 customizable reports. Pre-integration with Predictive Dialer, ACD, IVR and Voice Logger allows you to create component specific reports in a single-unified interface with drag-and-drop facility. Whether you have a centralized or distributed workforce, you can view real-time as well as historical data. You can also export your reports to CSV (Comma Separated), or XLS (Excel) formats for readability, or view statistical data in graphical form. Filters allow you to define your search parameters and gain quick access to relevant information.

Our user-friendly CRM is tightly integrated with reporting module, thereby enabling quick retrieval and update of information on stored in the database. Automatic archiving stores reports not viewed for a long time to an external device such as a CD, tape, NAS, SAN or external hard disk, thereby ensuring optimal storage usage. You can also define automatic E-mail templates with relevant content to be sent routinely to leads, customers, quality analysts, managers and supervisors. DACX-Managers Strong security features ensure that only the management, supervisors or analysts have access to highly confidential or sensitive information that might be used unethically by unauthorized personnel.

How does it benefit you?

Configure your own reports - With availability of over 200 report templates, you can quickly choose which template is best suited to your reporting requirement. You can configure the report using different interface controls (drop down menus, checkboxes) and have it ready within a few minutes to present it to the management.

View and download reports in other formats - If you wish to see your statistical data (call rates, drop rates, AMD rates, agent talk time, etc) in excel, word or another third party tool, simply save your report in XLS or CSV format. Download it to your local storage area, or view it on a browser.

View real-time and historical data - You can compare your current and historical trends and analyze data from anywhere in the world. The data can be viewed in graphical (graphs, charts, diagram, UML), as well as text format.

Dig-up information quickly - Tight integration with the DQN Ameyo CRM and database enables you to extract data easily with drop-down menus, and search fields. You can also interface the reporting module with most third-party database (Oracle, DB2 and Access) and CRMs.

Use Multimedia features - You can schedule automatic E-mails, FAXs, and SMSs to be sent to prospects, customer, managers, supervisors and quality analysts in pre-defined formats. E-mails concerning account information can be sent to customers on a routine basis, and your management can view performance reports on a daily, weekly, monthly, quarterly or annual basis.

Archive your old reports - You can configure your reporter module to automatically search for reports that have not been viewed for a long time and archiving them. A scheduler can be activated to archive reports on a routine basis.

Secure your data - With strong security features, DACX-Manager allows only managers, supervisors, IT, or quality analysts to access confidential and sensitive reports. Your agents will not be allowed to view customer related data unless you configure their access settings to allow them to view restricted data.

CRM (Customer Relationship Management) is instrumental in maintaining multiple client relationships while acquiring new ones, with ease and efficiency. CRMs enable agents who deal with any form of client interaction or lead generation (telemarketing, collections, customer support, helpdesk etc) to access information from an information repository (database), update it or just modify it using some form of text or GUI-based interface.

One of the biggest problems for any agent is the steep learning curve to operate a new interface. Moreover, if a relatively simple operation requires going through endless menus, click buttons or pages, it has impact on productivity. User-friendliness and ease-of-access define the usability of any CRM. For any CRM, more than 80% of the operations should be executable with at most three clicks, and any other complex operation should not require more than 5 clicks. With the ever-changing and ever-expanding requirements of your customers, you need to track comprehensive data ranging from lead generation, all the way to sale closure, with post-sales activity, account management, customer service and everything else in between.

With DQN Ameyo CRM, you can be certain that your agents will be able to access information and serve customers faster without compromising on service quality. The dialer interface is most simple and straightforward for any agent and allows easy lead management, tracking and status updates. The IVR designer is an extremely user-friendly GUI-based tool that allows you to create complete call flows for a great customer experience. You can also manage your reports and voice records easily with a wide range of functions at your disposal. You can view live activity, access statistical data and access reports online.

While our CRM is robust, it is also flexible in terms of operation and deployment. It can be integrated with any third-party database, CRM or tool for smooth and seamless functioning. The CRM builder allows you to configure custom capabilities as your requirements change over time. We believe that a CRM should be designed keeping in mind the specific requirements of your organization, not the other way round, and this philosophy has driven us to create one which caters to your current needs and allows you to incorporate new functionality in the future.

How does it benefit you?

Strong integration - With strong integration to Predictive Dialer, ACD, Voice Logger, IVR, and Reporting, you can avail comprehensive functionality for your outbound, inbound or blended processes. You can manage data easily on multiple campaigns, leads and processes effortlessly.

Robust management - Whether it is management for sales force, processes, orders, or opportunities, our CRM solutions will empower you to track all that meaningful information in an organized manner.

Marketing and Sales functions - Whether it is creation of lists, campaigns, workgroups or tracking information regarding processes, campaigns, or workforce, you can achieve near-perfect efficiency. With tight database integration, you can search through information effortlessly, and pull up records within seconds for better service delivery.

High configurability - Our CRM allows you to configure and customize the information so that you can manage it better with a single, unified interface. Your call flows, agent scripts, reports can be created and modified as per your specific requirements. Track marketing data with customizable reports and voice records to increase profitability of your campaigns.

Telephony controls - With call features such as conferencing, transfer, hold, hang-up you can dispose calls in a swift and efficient fashion. Reduce your average customer interaction time and look-up information regarding customers with a touch of a button.

Integrated multimedia capabilities - The integrated multimedia features (SMS, E-Mail, FAX) allow you to send E-mails to prospects and customers starting with lead generation, through service and post-sales, thereby ensuring highest customer satisfaction levels. You can set automatic triggers and alerts for E-mails, events, transactions, and enable E-mail and SMS auto-response.

Online monitoring and reporting - The CRM allows you to access vital information online regarding agent status, process efficiency, performance management in real time, and create comprehensive reports (over 200 customizable reports) using DACX™-Manager. Whether you have a centralized or distributed agent workforce, you can manage it efficiently from any corner of the world.

A wide range of technology systems is used to facilitate communications across an enterprise. Some of such technology systems are media servers for different channels such as voice, email, web, office applications, workforce management applications and many more. How well the disparate systems are integrated affect the efficiency of customer relationship management. Better the integration, better the business performance.

Computer Telephony Integration (CTI) from DQN helps you to keep your business processes under the control of business rules. Loosely integrated disparate systems lead to high operational costs and severe revenue losses. If all systems in the enterprise operate as a single unit, it will lead to smooth business functioning and high profitably. With DQN Ameyo CTI, you can integrate your enterprise resources with different business communication platforms in order to coordinate customer interactions.

DQN Ameyo CTI capabilities provide you with the following functionalities:

- Linking agent desktops with customer information database for screen pops
- Queuing and routing of multimedia interactions

The pre-integrated database & CRM allows you to maintain and manage multiple client relations in a more efficient manner. Screen pops allows the agents to access customer information in real-time mapping it into a GUI based interface through the database. With such CTI capabilities your agents can service faster and more efficiently.