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Amritsar, NFAPost: Omnichannel customer engagement technology provider Ameyo plans to launch a series of solutions in the artificial intelligence (AI) space using their own IP as well as by partnering with market leaders in the space.

“The firm has invested in AI to use sentiment analysis in the routing of interactions and is planning to use it for three main purposes i.e. Intelligent Routing, Assisted Service, and Quality Monitoring,” the company said in a statement, while announcing its financial performance in fiscal 2019-20.

The Gurugram-based company had recently launched the RBI compliant Video KYC engagement platform with omnichannel capabilities that allow the Regulated Entities to reduce onboarding drop-offs by 20% and reduce the cost of KYC by 90%.

“Contact centers are going to play a pivotal role in the post-COVID-19 times, as they provide the last line of human to human interaction between brands and consumers. We are very bullish about the next wave of growth with our new product launches that enable brands with remote solutions for Sales, Onboarding, Customer Service, and Collection use cases,” Ameyo Co-Founder and Global Sales and Marketing Head Sachin Bhatia was quoted in the statement.

Ameyo, which currently has a presence in over 60 countries, had initially started off with solutions for contact center channels like voice and email. The company today caters to all social media and chat platforms such as Facebook, WhatsApp, Google Play Store, Instagram, Twitter and Viber.

The company said that geographically it will continue to expand into newer markets in Southeast Asia, Middle East, and Africa. Ameyo had recently entered the markets of South Africa, Ethiopia, Egypt, Bahrain, and Vietnam.

In 2019-20 financial year, the company recorded a growth of 30% with 27% EBITDA to reach a turnover of 90 crore rupees, it said.

The company added that over the last few years, it has been pivoting its revenue model from licenses to a subscription business with 50% recurring revenue of 45 crore rupees in 2019-20 fiscal year.

Ameyo’s international business contributes to about 43% of the turnover at 38.4 crore rupees.

“Ameyo has continued to grow at a steady pace with profitability, thanks to our focus on creating products & solutions that provide value to our customers. With COVID-19 and the focus on digital transformation, our growth has been accelerated. We will continue to focus on creating solutions for the unique problems of emerging geographies,” Ameyo Co-Founder and Chief Executive Officer Bishal Lachhiramka was quoted in the statement.

The company said that during first quarter of 2020, it grew its customer base by over 100%, adding HDFC ERGO General Insurance, Sridhar Insurance, Apollo Health and Lifestyle, Zolo, BYJU’S, D.Light, STC Channels, LR Data, SP Madrid, Toppr, Jubilant FoodWorks, Spice Money, Rebel Foods (Faasos), The Muthoot Group, Vistaprint, among others.

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