Ameyo FusionCX

Omnichannel help desk ticketing system

4 /5 (3 reviews) Write a Review!

Ameyo FusionCX Overview

What is Ameyo FusionCX?

FusionCX by Ameyo is an all-in-one helpdesk ticketing and customer support platform which offers omni-channel contact centre capabilities for customer service teams. With tools for managing omnichannel ticketing, agent productivity, operations automation, and more, FusionCX aims to help businesses to provide a seamless customer experience. Businesses are also able to create knowledge base and FAQ content in order to encourage customer self service and reduce the number of service enquiries.

In order to help businesses manage their customer service requests and queries, FusionCX provides an omnichannel helpdesk ticketing system which consolidates requests from a range of channels including email, phone, online chat, social media pages, mobile applications, and more. Tickets can be automatically prioritized and routed to the most suitable agent, and agents can view all of their pending tickets, in order of priority, in the unified desktop agent (UDA). Features such as automatic ticket creation, canned responses, IVR routing, CTI (computer telephony integration), customer interaction history, and more are designed to aid customer service agents in managing their customer requests.

Agent productivity can be tracked and managed within Ameyo FusionCX with tools including real-time insight into customer sentiment, one-step ticket resolution with LITE tickets, collaboration tools for ticket assistance and escalation, and real-time reports on agent productivity. FusionCX also aims to improve productivity by automating repetitive tasks such as ticket prioritization, merging, and routing, and feedback collection. Report dashboards can be built, consisting of the most relevant metrics for the business, including ticket resolutions by agent and average resolution time, and reports can be scheduled to be sent at predefined time intervals.

Ameyo FusionCX Overview

Pricing

Starting from
N/A

Pricing options

Free Trial
Subscription
Value for money

Contact Ameyo for pricing information.


Ameyo FusionCX Features

Devices
Business size
S M L
Markets
United States, Canada, United Kingdom, Australia, China and 5 others, India, Japan, Germany, Brazil, Mexico
Supported Languages
English

Media

Gather customer service requests from multiple platforms and manage clients with the built-in CRM
Ameyo FusionCX video Ameyo FusionCX screenshot: Gather customer service requests from multiple platforms and manage clients with the built-in CRM

Ameyo FusionCX Reviews

Ameyo FusionCX Reviews

Overall rating
4
/
5
Excellent
2

Very good
0

Average
0

Poor
1

Terrible
0

Value for Money
4,3
Features
4
Ease of Use
5
Customer Support
3,7
67% recommended this app
Bilegt T.

Complete implemetation of the system to banking industry

We have implemented the system to 5 departments, integrated with over 10+ channels. These include Collection, Telesales, Inbound, Social channels etc. The case management with 700+ rules, 550 physical sub-branches, 80+ HQ departments. The implementation scale was huge with lot of complexity. It was a major task for us to comply with security requirements and other business requirements.
The project team worked effortless, satisfying all the requirements. The implementation phase was 12 months, going live 7 separate times (for each stakeholders)


Adil N.

Best CX Experience - All in One Solution


Rohin G.

Good product but need to improve a lot


Bilegt T.
Industry: Banking
Company size: 5 001-10 000 Employees

Complete implemetation of the system to banking industry

Used Other for 1+ year
Reviewed on 2020/09/22
Review Source: Capterra

We have implemented the system to 5 departments, integrated with over 10+ channels. These include Collection, Telesales, Inbound, Social channels etc. The case management with 700+ rules, 550 physical sub-branches, 80+ HQ departments. The implementation scale was huge with lot of complexity. It was a major task for us to comply with security requirements and other business requirements.
The project team worked effortless, satisfying all the requirements. The implementation phase was 12 months, going live 7 separate times (for each stakeholders)

Pros

1. Secure
2. Customizable (IVR)
3. Good support
4. Omni-channel (Integrated with FB chat, post, Website chat, Email, voice channels)
5. Integrated with most core banking systems.
6. Able to create workflow with over 700+ rules, 550 branches, 80+ departments, 1000+ users. Excellent case management system.
7. Integrated with CRM system
8. VoIP technology with softphones.
9. Both On-premise or cloud solution is available.

Cons

1. Flexibility when creating ticket did not fulfill our requirement. There are dependent fields available. However, you cannot setup different combination of fields to show up depending on previous field selection. This is for very complex use case. For simple ticket creating, this is no problem.

Besides above specific cons, there are not significant downside.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Adil N.
Industry: Retail
Company size: 51-200 Employees

Best CX Experience - All in One Solution

Used Daily for 6-12 months
Reviewed on 2020/09/22
Review Source: Capterra

Pros

All features , single window 360 degrees Customer Experience , ticketing , omni channel

Cons

IVR should be easy to configure by customer IT team

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Rohin G.
Industry: Financial Services
Company size: 51-200 Employees

Good product but need to improve a lot

Used Daily for 6-12 months
Reviewed on 2020/09/22
Review Source: Capterra

Pros

easy to use.. user friendly...Reporting structure

Cons

Lot of bugs.. every now or then we are facing some or the other issue.

- Support team should be more knowledgeable

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 4.0/10

User recommendation
8/10
Based on 3 user ratings
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Ameyo FusionCX Pricing

Ameyo FusionCX Pricing

Starting from
N/A
Free Trial
Subscription
Value for money

Contact Ameyo for pricing information.

Contact Ameyo for pricing information.

Value for Money
4,3/5
Based on 3 user ratings
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Ameyo FusionCX Features

Ameyo FusionCX Features

API
Activity Dashboard
Alerts / Escalation
Automatic Notifications
CRM Integration
Chat
Customizable Branding
Email Integration
Instant Messaging
Knowledge Base Management
Monitoring
Multi-Channel Communication
Real Time Monitoring
Reporting & Statistics
Self Service Portal
Social Media Integration
Support Ticket Management
Surveys & Feedback
Third Party Integration
Workflow Management
Features
4/5
Based on 3 user ratings
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Categories

Additional information for Ameyo FusionCX

Additional information for Ameyo FusionCX

Key features of Ameyo FusionCX

  • Auto-dialer
  • Automated routing
  • Chat
  • Client portal
  • Collaboration tools
  • Community forums
  • Compliance management
  • Computer telephony
  • Contact history
  • Custom fields
  • Customer complaint tracking
  • Customer engagement center
  • Customer history
  • Customer service analytics
  • Customer support tracking
  • Dashboard creation
  • Email templates
  • Employee management
  • Event triggered actions
  • Feedback collection
  • Heatmap
  • Help desk management
  • IVR / voice recognition
  • Incident management
  • Instant messaging
  • Interaction tracking
  • Multi-channel management
  • Prioritizing
  • Real time monitoring
  • Real time reporting
  • Request routing
  • Self service portal
  • Sentiment analysis
  • Service Level Agreement (SLA) management
  • Support ticket tracking
  • Ticket management
  • Ticket/issue tracking

Benefits

  • Gather customer service requests from multiple channels with FusionCX’s omnichannel ticketing which consolidates requests from email, phone calls, char, social media, and mobile apps, into one unified dashboard.

  • Increase agent productivity with features such as a unified agent desktop, sentiment analysis, collaboration and escalation, one-step ticket resolution, and a field operations app.

  • Automate operations such as ticket prioritization, ticket routing, event triggered actions, ticket merging, feedback collection, and more.

  • Allow customers to resolve their own issues with self service features including knowledge base creation, AI-powered Chatbot integration, and a client self service portal for submitting and monitoring tickets.

  • Gain insight into customer service and agent performance with reports on metrics such as number of ticket resolutions, average resolution time, and more, and create a dashboard to view important metrics in real time.

  • Ameyo FusionCX FAQs

    Ameyo FusionCX FAQs

    Below are some frequently asked questions for Ameyo FusionCX.

    Q. What type of pricing plans does Ameyo FusionCX offer?

    Ameyo FusionCX offers the following pricing plans:

    Pricing model: Subscription

    Free Trial: Available

    Contact Ameyo for pricing information.

    Q. What are the main features of Ameyo FusionCX?

    Ameyo FusionCX offers the following features:

    • Auto-dialer
    • Automated routing
    • Chat
    • Client portal
    • Collaboration tools
    • Community forums
    • Compliance management
    • Computer telephony
    • Contact history
    • Custom fields
    • Customer complaint tracking
    • Customer engagement center
    • Customer history
    • Customer service analytics
    • Customer support tracking
    • Dashboard creation
    • Email templates
    • Employee management
    • Event triggered actions
    • Feedback collection
    • Heatmap
    • Help desk management
    • IVR / voice recognition
    • Incident management
    • Instant messaging
    • Interaction tracking
    • Multi-channel management
    • Prioritizing
    • Real time monitoring
    • Real time reporting
    • Request routing
    • Self service portal
    • Sentiment analysis
    • Service Level Agreement (SLA) management
    • Support ticket tracking
    • Ticket management
    • Ticket/issue tracking

    Q. Who are the typical users of Ameyo FusionCX?

    Ameyo FusionCX has the following typical customers:

    Small Business, Mid Size Business

    Q. What languages does Ameyo FusionCX support?

    Ameyo FusionCX supports the following languages:

    English

    Q. What type of pricing plans does Ameyo FusionCX offer?

    Ameyo FusionCX has the following pricing plans:

    Subscription

    Q. Does Ameyo FusionCX support mobile devices?

    We do not have any information about what devices Ameyo FusionCX supports

    Q. What other apps does Ameyo FusionCX integrate with?

    Ameyo FusionCX integrates with the following applications:

    Ameyo, Box

    Q. What level of support does Ameyo FusionCX offer?

    Ameyo FusionCX offers the following support options:

    Phone Support, Online Support