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    Ameyo Questionnaire Short

    Uploaded by

    mohammed nabil
    Ameyo can be deployed on physical servers, virtual machines, private or public clouds. It supports both centralized and distributed architectures across multiple sites connected by MPLS. High availability with sub-second RTO and disaster recovery with sub-second RPO are available. Ameyo supports inbound/outbound calls, webchat, video, email, social media, and ticketing. Call recordings must be stored for the minimum duration required by regulations like SOA. IVRs can have multiple menu levels with selectable options. Self-service capabilities integrate with third systems via APIs. Customer data can be uploaded automatically from third parties via APIs or manual uploads.

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    © All Rights Reserved
    Download as XLSX, PDF, TXT or read online from Scribd

    Ameyo Questionnaire Short

    Uploaded by

    mohammed nabil
    28 views9 pages
    Ameyo can be deployed on physical servers, virtual machines, private or public clouds. It supports both centralized and distributed architectures across multiple sites connected by MPLS. High availability with sub-second RTO and disaster recovery with sub-second RPO are available. Ameyo supports inbound/outbound calls, webchat, video, email, social media, and ticketing. Call recordings must be stored for the minimum duration required by regulations like SOA. IVRs can have multiple menu levels with selectable options. Self-service capabilities integrate with third systems via APIs. Customer data can be uploaded automatically from third parties via APIs or manual uploads.

    Original Title

    Ameyo Questionnaire Short (1) (1)

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    Ameyo can be deployed on physical servers, virtual machines, private or public clouds. It supports both centralized and distributed architectures across multiple sites connected by MPLS. High availability with sub-second RTO and disaster recovery with sub-second RPO are available. Ameyo supports inbound/outbound calls, webchat, video, email, social media, and ticketing. Call recordings must be stored for the minimum duration required by regulations like SOA. IVRs can have multiple menu levels with selectable options. Self-service capabilities integrate with third systems via APIs. Customer data can be uploaded automatically from third parties via APIs or manual uploads.

    Copyright:

    © All Rights Reserved
    Download as XLSX, PDF, TXT or read online from Scribd
    Download as xlsx, pdf, or txt
    28 views9 pages

    Ameyo Questionnaire Short

    Uploaded by

    mohammed nabil
    Ameyo can be deployed on physical servers, virtual machines, private or public clouds. It supports both centralized and distributed architectures across multiple sites connected by MPLS. High availability with sub-second RTO and disaster recovery with sub-second RPO are available. Ameyo supports inbound/outbound calls, webchat, video, email, social media, and ticketing. Call recordings must be stored for the minimum duration required by regulations like SOA. IVRs can have multiple menu levels with selectable options. Self-service capabilities integrate with third systems via APIs. Customer data can be uploaded automatically from third parties via APIs or manual uploads.

    Copyright:

    © All Rights Reserved
    Download as XLSX, PDF, TXT or read online from Scribd
    Download as xlsx, pdf, or txt
    of 9

    Sr No Ameyo Query

    1 Is the deployment preferred on physical servers, virtual machines,


    private cloud or public cloud instances?

    Are operations all located at a single site or spread across multiple agent
    locations?
    2
    How many such sites are there?
    How are these connected together?

    Are Business Continuity Plans required?


    3 If yes, please indicate if High Availability, Disaster Recovery or both are
    required?

    4 Please describe the customer journey in brief?

    5 Can you please confirm the user count for each agent group.
    6 How long do call recordings need to be stored for?

    Can the IVR flow be shared?


    7
    How many menu levels are required?
    How many options are required on each menu on an average?

    Is a self service IVR required?


    8 If yes, how many self service events are required?
    How many TTS events are required?

    Does customer data for dialling need to be uploaded automatically from


    9
    a 3rd party system?

    For CTI, the agent needs to view the customer's information. All CBS/
    middleware/ CRM/ ERP systems have a customer information page
    which displays this information?
    10 Which system will act as the primary source of information for the
    agent?
    Does this system support URL based integration, as outlined in the
    attached CRM Integration document?
    11 Does the CRM application support iFrames as outlined in the URL based
    CRM integration method in CRM Integration document?

    In case URL based integration method is not feasible, how many data
    12 points are to be fetched and displayed to the agent on the CTI from CRM
    application?

    Are customized Wallboards required?


    13
    What and how many data points should be displayed here?

    Is there a need to capture customer feedback at the end of a call or a


    14
    chat interaction or ticket closure?

    15 Are there any other requirements from the contact center?


    Supporting Note

    Ameyo, being platform agnostic, can be deployed on any hosting


    platform, be it your local data center or a public cloud instance.
    Physical servers- Dell/ HP/ IBM
    Virtual Environments- Microsoft HyperV/ Vmware vSphere ESXi
    Public Cloud- AWS/ Azure/ GCP/ Oracle

    Ameyo can follow both centralized and distributed architectures, in


    terms of placement of application, database and call managers.
    All sites should be connected on the same network, ideally over MPLS.

    High Availability or Service Redundancy ensures continuity of operations,


    in case of server/ service failure. Operations are automatically switched
    to redundant cluster, with sub-second RPO and RTO as low as 5 minutes.
    Disaster Recovery or Geo Redundancy, ensures continuity of operations
    in case the main site goes down due to earthquales, fires, prolonged
    balckouts, etc. Here, operations are switche manually to a secondary
    site, with sub-second RPO.

    Ameyo supports the following with case management-


    1) Inbound calls,
    2) Outbound calls,
    3) Webchat,
    4) Video,
    5) Emails,
    6) Social Media (twitter, facebook, instagram), and
    7) Social Messaging (fb messenger, twitter dm, viber, whatsapp for
    business).
    An agent group can be defined as a group of agents, working across the
    same channels. For example-
    Agent Group 1- inbound calls + webchat + ticketing
    Agent Group 2- outbound calls + ticketing
    Agent Group 3- emails + video + social media + ticketing
    Agent Group 4- website chat+ mobile chat+ social media chat+ ticketing

    Please provide both the count of agents and specific channels for each
    agent group. For example- social media should be written as facebook,
    twitter and instagram.
    This information is required for server sizing.
    Call recording minimum duration is also required as per SOA (Sarbanes
    Oxley Act) applicable to BFSI.
    Please note, Ameyo only supports managed call recording storage
    between 1 month to 11 years. Indefinite storage is an unacceptable
    answer here.

    An IVR generally begins with a welcome node followed by a language


    selection node. This is followed by a heirarchial set of menus, with
    selectable options available on each individual menu node. The
    customer makes the selections at each menu node to navigate to the
    next menu level as per the choice made.
    For eg- The customer is presented with 4 options, the customer selects 3
    (Payment Issue). The customer is then presented with 4 options as per
    the type of issue. He further select the one he wants. This action
    connects him to an agent that helps him with the particular issue. This
    was an example of a 2 level IVR.

    For enabling customers to service themselves over the IVR, Self Service
    integration with Click systems can be performed using APIs. Based on
    customer selection, relevant API will be called and the response
    announced to customers using pre-recorded prompts.
    A TTS (Text To Speech) engine can also be used to render the same.

    Ameyo Supervisors can manually upload data in CSV format, or the


    Customer Manager API can be used by a 3rd party system to
    automatically upload data to Ameyo, both based on an event such as
    customer update or periodically.

    Ameyo displays customer information to the agent in 3 sections on the


    CTI-
    1) Customer Card: basic contact info stored in Ameyo via Customer
    Manager API or one time upload
    2) CRM section: detailed information of the customer displayed via URL
    based or Web Services based CRM Integration as outlined in attached
    CRM integration document. Ameyo can also provide a standalone
    customized CRM.
    3) Customer Widget: this area is used to display information fetched in
    real-time via APIs and displayed using a customized widget. The data is
    simply displayed and never stored, thus enabling showcasing of
    relatively senitive information to the agent, further enahncing system
    security.
    While Ameyo can utilize RESTful (HTTPS/ JSON) APIs to fetch and display
    data to the agent on the CTI, Ameyo recommends using the URL based
    integration approach as it directly opens the target application window
    within an iFrame on the agents workspace.
    This will help in enabling all features generally accessible to the agent on
    the native Click application interface directly available to the agent.

    During API based integration, Ameyo fetches or pushes the required


    information via APIs, however that information is displayed or edited
    using a customized mini-CRM provided by Ameyo.
    For estimating the efforts required for the customization of the mini-
    CRM to show required fields in the required format, the number of data
    points/ fields is required.
    This method can be reviewed under Web Services based CRM
    integration in the CRM Integration document.

    Wallboards can be used to display view live/ summary data about


    contact center operations, on a large screen on the operational floor.

    Ameyo Voice of Customer can be used to capture and report on


    customer feedback via-
    1) Feedback IVR: a customized Feedback IVR is played and customer
    responses captured, at the end of an inbound or outbound call. Using
    Voice Blaster it is also possible to dial out to customer and take
    feedback.
    2) Webform: a customized webform pops up in a new browser window
    after a website chat, or can be embedded in an email and sent to
    customer on closure of ticket.
    3) Rating: a single rating question can be asked at the end of social
    media chat.
    Response

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