This article lists the Key entities of the Ameyo CC (Contact Center) software.

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.

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.

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.



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 

The logical grouping of agents into small groups catering to a sub-process like  inbound customer care.