Bengaluru-based Exotel, a full-stack customer engagement platform, today announced the launch of Ameyo XTRM, a cloud-based omnichannel contact center solution.

In a statement, the company claims that Ameyo XTRM is a pure cloud-based enterprise product running on top of Exotel's scalable communications platform as a service (CPaaS) that supports up to 35 million calls per day and billions of calls in a year. Ameyo XTRM can now support large volumes of voice communications for up to 20,000 agents and supervisors per enterprise at a time. 

It is also equipped with AI-powered bots acting as the first line of customer engagement before agents need to intervene, reducing the dependence on agent intervention and improving their productivity. This will enable agents to focus more on complex queries. In situations where the bot finds a query challenging to handle after a particular point, it is supported by a seamless bot-to-agent transfer, the statement added.

The company has claimed that Ameyo XTRM is equipped with a pan-India unified license virtual network operator (UL-VNO) and offers fully-compliant bundled telephony services as per telecommunications regulations. It is quick to deploy and does not require implementing or updating legacy infrastructure to begin incorporating it into CX practices. It can help enterprises move their software and telecom infrastructure completely to the cloud in a compliant way enabling agents to work from anywhere. 

Talking about the latest development, Shiavakumar Ganesan, the co-founder and chief executive officer (CEO) of Exotel, said, “Building upon the promise of the cloud, we are delighted to launch Ameyo XTRM to support the digital transformation of companies across sectors, implementing a reliable, flexible, and scalable solution to modernize their customer support capabilities.”

“With the additional ability to offer fully regulatory compliant cloud calling, over time, Exotel has emerged as one of the few key players in India providing a truly unified solution for customer engagement. The launch is just a precursor to expanding our capabilities, adopting and incorporating emerging technologies and capabilities in our product suite,” he added.