Key Entities

introduction this article lists the key entities of the ameyo cc (contact center) software system one installation of ameyo cc software is called the system it can consist of multiple compute nodes hosting the required software components each such installation (or system) can host multiple tenants (or contact centers) simultaneously tenant or cc a tenant or a cc (contact center) within the system caters to the contact center functionalities needed by the business for whom it has been set up each such tenant (or cc) can have multiple processes for different departments within their business process a process within a cc tenant is typically used by one department of the business for specific business processes such as “customer support” or “sales” or “collections” etc no information or agents can be shared across processes in other words, customers, agents and supervisors are specific to a “process” the target customer set for processes can be distinct for each process for example, “sales process” has all prospects of a business however only those customers who get converted become part of the “customer support process” and only those converted customers who default on their payments are likely to be part of the “collections process” ameyo allows the flexibility of having different crms for different business processes configured at the “process” level for example, a customer could use “leadsquared” for their “sales” process while using “freshservice” for “customer support” process etc each “process” can have multiple campaigns within them campaign the campaign entity within a “process” which is used to segregate the functioning of a process into manageable teams with a specific focus the segregation of campaigns could be based on different criteria such as direction of interaction flow e g “inbound” or “outbound” geography e g “bangalore” or “gurgaon” etc queues the logical grouping of agents into small groups catering to a sub process like inbound customer care