Yamo: Modern-day Cloud PBX and Contact Center Solutions for Modern day Businesses

With the end-customer ruling and workforce more distributed than ever, the key to an efficient communication platform is more than just a simple device or software. Today, maximum possible uptime, frictionless communication, customizability, and scalability are what underpin any business’s success. “We were founded with that very vision; provide organizations of all sizes with high-performance, cost-efficient cloud-hosted communication systems that displace the complex systems of yesteryears and can be scaled up or down effortlessly as needed,” says Matt Taylor, Founder of Yamo.

The firm brings forth a fully-featured unified communications platform called 3CX that allows companies to seamlessly communicate with their customers, as well as internally across different locations. Hosted on AWS Cloud, the platform affords low-latency, high-quality voice calls, and comes with integrated video conferencing capability. It can further connect to an organization’s existing CRM solutions, allowing users to get higher ROIs, but more importantly improve productivity. 3CX’s web-based interface is an added benefit which lets companies manage the system’s operability as per their unique requirements. The firm has also built a solution around Amazon Connect which is a self-service, cloud-based contact center service that makes it easy for any business to deliver better customer service at lower cost. Amazon Connect is based on the same contact center technology used by Amazon customer service associates around the world to power millions of customer conversations.Using Amazon Lex, a service that allows you to create intelligent conversational “chatbots,” Yamo can turn your contact flows into natural conversations. Callers can perform tasks such as changing a password, requesting a balance on an account, or scheduling an appointment, without needing to speak to an agent.

However, despite being powerful and feature-laden, occasionally there are features customers require that these products cannot deliver out of the box.

And given different businesses require specific call reporting, metrics or features to help them better serve their own customers, Yamo strives to extend the capabilities of 3CX, Amazon Connect, and various open source software to satisfy the dynamic requirements of modern businesses. With this goal, Mark Harris, Support and Development Head of Yamo, along with the firm’s skilled development team set out to build a homegrown solution called Yamo Insight. It is a web-based PBX interface that provides its users with insights such as call recording, user presence, call reporting, along with a live dashboard. “Yamo Insight allows users to see insights that were hidden from them before and is a reflection of our commitment to listen to what our customers want and giving them the solution that fits and drives value into their business,” comments Harris.

Delivering excellent customer service has always been the prime focus for Yamo, with customer retention as the ultimate goal. With the expertise it brings in, Yamo is well acquainted with the demands of today’s highly dynamic industries and the organizations that operate within them. The firm starts customer engagements with an analytical process to attain an in-depth view of the requirements and identifies the shortcomings of existing communication systems, or the right solution for a given business ecosystem. Once a system is deployed, a client gets access to Yamo’s support portal which provides an easy way to communicate with the 100 percent Australian based team to quickly address support queries and configuration changes such as new users, voicemail setup; call flows, reporting, call recordings, etcetera. Yamo also has sophisticated monitoring and alerting with automation so they can quickly resolve issues, often before they’re noticed by the client. However, sometimes issues may not be directly related to the deployed technology and may stem from changes in a business’s structure such as through mergers and acquisitions. Harris says, “Because we go the distance to completely understand customers’ businesses, even in situations like these where they need to scale deployed systems to new areas, we can do that seamlessly without interrupting operations.”

While this five-year startup can’t take bigger players with astronomical marketing budgets head on—and Taylor bravely admits that—Yamo makes up for that by being innovative, nimble, and highly agile in responding to customer needs. “Based on customer feedback, we have continuously added features whilst making our offerings more efficient so instead of raising, have dropped the prices over time. We have delivered on our promises till now and will continue doing the same in ways that are cost-efficient and satisfy our customers’ needs.”