Author Archives: Elision Technologies

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Elision Announced to Exhibit Grievance Management Solution at GITEX 2022

Posted on September 30, 2022 - 5:01 am by
Elision Announced to Exhibit Grievance Management Solution at GITEX 2022

We are glad to announce that we are participating in GITEX Global 2022, which is going to be conducted at the Dubai World Trade Center in Dubai from 10 to 14 October 2022. Our team will be part of this event as one of the top exhibitors and it will showcase our top products and solutions.

Stand Number: H6A – 03

One of the top products that will be displayed at this event is our grievance management solution. It is one of the most advanced grievance management systems and it is used by noteworthy brands across the globe. Even some leading smart cities in India use this grievance management solution to effectively handle the grievances of citizens and end users.

This grievance management solution is built with advanced features to streamline and optimize the whole process of managing customer concerns and issues in a more systematic and traceable way. It provides the support to create issue tickets, which is more commonly known as grievance requests, manually or automatically in the system. It enables users to raise grievances using various communication options such as IVR call, chat, web form, email, call center, or any other option made available by the company. We can also integrate API or mode of communication with this grievance aka helpdesk ticketing solution to automate certain jobs like:

  • Creating support request ticket
  • Assigning it to the right person in the right department
  • Updating the status of the ticket to assigned

The USP of this grievance management software is that it can not only track all tickets, but can also enforce service level agreement (SLA) to the whole process. It means the client-centric companies that want their customers to receive resolution within a certain time such as 48 hours at max can define this timeline. The system will automatically send alerts and notifications to the concerned department or person in case of any delay or failure in meeting the SLA.

This helpdesk ticketing solution can be used across any industry and it can help in leveraging several advantages like:

  • Increased first contact resolution of customer concerns
  • Increased agent productivity
  • Increased service level agreement
  • Reduced client attrition
  • Increased customer retention rate
  • Reduced expenses
  • Streamlined processes
  • And more

GITEX will have several technology-driven businesses, government organizations, marketing companies, startup companies, Edtech organizations, and multiple other companies from diversified industries that would be interested in a smart grievance management solution.

Our team will be exhibiting this top product of Elision to the stand visitors of stand number H6A – 03. They will showcase how this software can improve workforce efficiency and the whole process of client concern resolution with ease.

We are seeking business exchange and channel partnership opportunities for this product and other unified communication solutions we have to offer during our exhibition on GITEX Global 2022.

If you are going to visit GITEX, meet our team or schedule an advanced meeting. To take an action, click here.

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Elision Will Exhibit DialShree: Omnichannel Contact Center Solution Driven by AI Features at GITEX 2022

Posted on September 29, 2022 - 5:35 am by
Elision at GITEX 2022

We, Elision, are excited that we are going to be part of one of the leading trade shows and conferences in Asia and the world. We will be participating in GITEX as one of the exhibitors. Our team will showcase our top products and solutions during our exhibition on GITEX Global 2022.

Stand number: H6A-3

Venue: Dubai World Trade Center, Dubai

Date: 10 – 14 Oct 22

We are excited to be part of this event and showcase our top products and solutions to our stand visitors. DialShree: Omnichannel Contact Center Solution is one of the top and most popular unified communication products of Elision. We have been catering to businesses with this top solution.

“Customer care has been one of the integral aspects of businesses and an omnichannel contact center solution can help businesses level up their customer care game. Businesses can deliver excellent customer care services across different communication channels, more specifically, the favorite communication channel of their clients. It can also help agents to drive context-driven communication with the customers to make it a more meaningful business call. There are several advantages of using this software. We are going to showcase these benefits to our stand visitors and explain how they can benefit their organization. There is a huge need for this software in Dubai and other UAE-based countries. We are excited that we will be part of it”, shared the spokesperson of Elision.

DialShree: omnichannel call center solution is used by the leading brands worldwide. It has empowered several industry verticals. A single system can be used to run inbound, outbound, and blended campaigns. This provides ease of management to businesses as they don’t need to invest in multiple tools to handle different types of business calling campaigns.

DialShree supports all unified communication channels into a single call center solution to provide a truly reliable omnichannel contact center solution:

  • Voice call
  • Video call
  • Chat
  • SMS
  • Email
  • Social media
  • WhatsApp
  • Screen sharing
  • Web forms

It is an on-premise and cloud-based call center solution. Thus, a business can take advantage of its preferred hosting model.

One of the major USPs of DialShree: omnichannel contact center solution is that it is empowered with artificial intelligence-based features. It can automate the job of analyzing all calls for quality criteria using AI features.

Following are the AI-driven feature available in this AI call center solution with omnichannel communication support:

  • Call analysis (overall and individual)
  • Voice sentiment analysis
  • Voice emotion analysis
  • Call scoring (overall and individual)
  • Call transcript with speech-to-text converter
  • Call flow analysis
  • Silence detection
  • Over-talk detection
  • Agent scorecard
  • And more

In a nutshell, DialShree is a powerful omnichannel contact center solution, which will be showcased from H6A-3 to the stand visitors. To know more about our participation in GITEX or to book a personal meeting with our team, click here.

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How Does an Omnichannel Contact Center Solution Make a Difference?

Posted on September 20, 2022 - 4:41 am by
How Does an Omnichannel Contact Center Solution Make a Difference_

Your call center is the first point of contact for your customers. It is also the driving tool for your customer care team to deliver the best customer service, increase sales for your business, and boost your collection. Thus, it is essential to have the most reliable and powerful call center solution.

An omnichannel contact center solution is making its mark as a powerful system supporting businesses and making a huge difference.

1. Quick and efficient customer case handling

Unified communication channels are handy and cheap to access for end users. Thus, based on their preference and convenience, users use multiple communication channels. Businesses offering customer care or pre-sales support have to be available across all unified communication channels. An omnichannel call center solution makes it efficient and quick as agents don’t need to juggle among different platforms. With a single sign-on facility, agents can handle customer concerns in a more efficient and faster way.

2. Perfectly mapped the customer journey

As an omnichannel contact center solution uses a single platform to let you provide support via different communication channels, you can be rest assured that all conversations will be logged. This will help you map a complete customer journey to make important decisions related to marketing, sales, and customer care campaigns. This information can also help your agents to lead conversations with context-driven information.

3. Empowered agents

Agents need to communicate with tens of clients daily and if you add multiple communication channels for them to handle client conversations, it becomes way too complicated for them to handle conversations. The omnichannel call center software can ease out the stress on your agents as they will be able to handle all conversations within a single platform. In addition to that, they will also have a history of past conversations. This will help them handle all conversations in a better and more confident manner.

4. Better tracking

Whether you use an omnichannel call center solution or not, your customers will send you messages over different communication channels. In this case, it will become necessary to keep track of all customer conversations. It is possible to lose track of context if you are using independent platforms like WhatsApp, call center solution, Facebook, and more to respond to client queries. On the other hand, an omnichannel contact center solution will log all conversations within your call center solution. This will help you have a better track of the conversations you are having with your clients.

Wrap up

In a nutshell, having a feature-rich, omnichannel contact center solution can provide a more powerful tool for your agents and business to lead and drive client conversations in the right direction. You will also be able to answer queries across favorite communication channels of your clients. This will make a huge difference in the life of your clients, agents, and your business.

We have the most powerful omnichannel call center solution. Let us share more insightful information about this software in a free consultation call. Contact us.

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Elision Will Exhibit Custom Product Development Services at GITEX 2022

Posted on September 13, 2022 - 5:01 am by
Elision Will Exhibit Custom Product Development Services at GITEX 2022

We, Elision Technologies Pvt. Ltd, are going to participate in one of the leading Asian tradeshows and events, GITEX Global 2022 as one of the exhibitors. We cordially invite you to visit our stall in GITEX to create a win-win opportunity for your and our ventures.

Our team will be available to greet you at stand number: H6A-3 from 10 Oct to 14 Oct 2022.

Our team will exhibit our major offerings, channel partnership, and other business opportunities to our stand visitors. To explore more about the major offerings that we will exhibit at GITEX are covered in our recent news.

We are excited to share that one of the offerings that we will showcase during our exhibition at GITEX is our custom product development services.

We provide telecom product development and related services to our clients. We have around 15 years of experience in the telephony and unified communication solution development industry. We have developed multiple products for our business and for our global customers.

Using our years of experience, we are going to help businesses that are interested in building the best telephony products. We can build omnichannel teleco solutions for our clients that want to capture the ever-increasing VoIP and telephony market.

We also provide customization and maintenance services for telecom products with our dedicated team of telephony experts and VoIP specialists. We also provide product success service with our VoIP consultancy and other offerings to benefit our clients.

We follow the Agile approach to develop custom product development services with customized features. This will help you reduce the time to market and reach your clients early to start generating revenue.

Our representatives will discuss about our expertise in custom telecom product development to our stand visitors in GITEX Global 2022. We will also discuss the business needs and channel partnership opportunities with the visitors to create mutually beneficial grounds.

We invite you to meet our team at GITEX.

About GITEX Global 2022

It is one of the leading business events and tradeshows that take place in Dubai world trade center in October. It invites thousands of visitors and exhibitors in different Asian countries to come forward and exchange business, ideas, and knowledge. It also holds some interesting keynote sessions, games, etc. to benefit the expo visitors and exhibitors. It is a perfect place to explore all the trending technologies in the world.

About Elision Technologies Pvt. Ltd

We are one of the leading unified telephony and omnichannel VoIP communication solution development company. We provide the best VoIP products that are driven by artificial intelligence. We also provide consultation, development, customization, support, and maintenance services for custom telephony products.  We have expertise in all major VoIP development technologies and platforms. We have been building custom features and innovative telephony products for almost 15 years.

Our team is going to showcase our services to our booth visitors in GITEX. If you have any questions or want to know more, contact us.

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Top Reasons to Use a Grievance Management Solution in a Smart City

Posted on September 9, 2022 - 5:28 am by
Top Reasons to Use a Grievance Management Solution in a Smart City

Traditional cities are now transforming into the top smart cities in India and worldwide by adopting digitized solutions for all operations. From communication to routine job management, smart city solutions can benefit in multiple ways.

We, Elision, provide different smart city solutions to smart cities and businesses that want to transform into smart businesses. The grievance management solution is one of the smart city solutions that we offer.

There are multiple reasons a smart city should use this system. Let us share the major ones.

1. Optimize grievance handling process

In a smart city, there are multiple departments and several people work to keep everything streamlined. In such a huge and potentially complicated workforce, it is possible that the multiple issues raised by citizens get lost in the pile. However, the grievance management solution for smart cities resolves this issue.

Our smart grievance management solution will automate several operations. It will automatically raise a ticket and assign it to the right person without a miss. It also provides different features to manage these support requests in the form of tickets.

2. Keeping citizens informed about the progress

It is a natural habit that people want to know about the progress happening on the other hand once a grievance is raised. Citizens want to check whether there is any action taken or not and if the action is taken, then how long would it still take to resolve the raised grievance? In smart cities, the common issue resolution period is 24 or 48 hours. However, citizens always stay curious if their raised concern is getting attended to or not.

The grievance management solution for smart cities provides a feature to let citizens track this with ease. Some smart cities also integrate a call center solution with the grievance management system. In this case, citizens can track the status of their tickets by calling the citizen helpdesk as well.

3. Resolve grievances within the stipulated time

In smart cities, when there are multiple departments and officers, it becomes difficult to resolve all tickets within a minimum turnaround time. Assigning tickets manually to the respective person and getting them resolved might take a lot of time. However, with the grievance management solution, this can be automated. The concerns will be assigned automatically to the officials and even to the foremen.

It can also be connected with the kiosk to show the live status of different tickets. The smart grievance management system also sends a notification to the upper-level manager if the ticket does not get resolved within the stipulated time.

In a nutshell, the grievance management solution with smart cities will handle all citizen grievances without a miss. Moreover, it automates and streamlines operations, so tickets get resolved within the stipulated time. Citizens can also track their grievances and status from a live ticketing portal or from a helpdesk. There are several advantages of using the smart grievance management solution in the smart cities. Agra and GMDA are already using this platform to provide a delightful citizen experience. Contact us to know more and book a demo.

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Elision Announced to Exhibit at GITEX 2022

Posted on September 7, 2022 - 6:06 am by

We, Elision, are happy to share that we are going to participate in GITEX Global 2022. We are one of the exhibitors at this leading Asian expo. We will exhibit our top products, solutions, and services at GITEX (Gulf Information Technology Exhibition).

Our team will exhibit our offerings from our stand: H6A-3 from 10 Oct to 14 Oct 2022.

About GITEX Global 2022

It will take place from 10 to 14 October 2022 in Dubai World Trade Center, Dubai. It is going to empower 7 technology communities and more than 100,000 business connections to give the opportunity to visitors and exhibitors. GITEX participants can take the opportunity to learn, discover, access, and network with other businesses and business professionals. This time GITEX also has Metaverse, Artificial intelligence, Cybersecurity, and similar top trending technologies. In this 5 days long event more than 4000 exhibitors are going to take place. There will be more than 800 startups and more than 100,000 participants. More than 170 countries will participate in this one of the biggest expos in the world.

About Elision Technologies Pvt. Ltd

We, Elision, are one of the leading unified telephony and omnichannel communication solution provider companies. We leverage the power of technology to benefit our clients that use our top communication and collaboration products. For more than 15 years, we have been catering to businesses with world-class communication solutions. We have bagged more than 20 awards and recognition for our innovative products, excellent VoIP solutions, and services.

We are going to exhibit in the upcoming Dubai-based trade show, GITEX Global.

We will share our major offerings such as:

Products

Solutions

  • Patient care helpdesk solution
  • AI voice analysis solution
  • Smart city solution
  • Code Blue: Emergency Alert Solution

Services

  • Custom telephony product development
  • Custom telephony consultancy
  • VICIDial CRM CTI integration
  • Call center CRM integration
  • Truecaller for Business

We also have industry-specific unified communication solutions for the following industry verticals:

  • Healthcare
  • Banking
  • E-commerce
  • Automotive
  • Collection
  • BPO
  • Government

“We are happy to announce our participation in GITEX. Our team and business representatives will be at our stand: H6A-3 to greet GITEX visitors. We have core expertise in VoIP and IP telephony solutions and we are going to showcase that in GITEX during our participation. Our communication tools can fit the business need of different companies and our team is going to recommend the best solution depending on the stand visitor and his or her business”, shared the spokesperson of the company

We are seeking business exchange and partnership opportunities from their participation in this Dubai expo. If you are interested in meeting us at this event, please visit our booth H6A-3. To discuss your interest and requirements, you can also contact us.

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How Can AI Voice Analysis Help Banks in Boosting Client Satisfaction?

Posted on August 25, 2022 - 5:41 am by
How Can AI Voice Analysis Help Banks in Boosting Client Satisfaction_

Banking is one of the most competitive industry verticals. There are so many banks, including private banks that are trying to attract customers to use their services and banking products. Thus, unlike traditional times when customers used to use services from specific government banks only, now customer experience and satisfaction have become vital. This is the reason each bank has put a customer care department within the bank using skilled banking agents and the best call center solution. There are multiple other banking communication solutions available other than the call center software that can help improve customer satisfaction for a bank. AI voice analysis tool for banks is one of the tools like that.

What is an AI voice analysis tool?

This tool is also referred to as an AI call center solution because it is an artificial intelligence-drive module that can be integrated into the call center solution.

The AI voice analysis tool for banks analyzes each call for quality based on predefined parameters such as:

  • Usage of positive words
  • Tone of voice
  • Emotions in the voice
  • Silence in the conversation
  • Verbose minutes of conversation
  • And more

Based on these parameters, it gives an overall score along with scoring each individual parameter.

How does an AI voice analysis help banks to boost client satisfaction?

This quality assurance tool can boost client satisfaction in multiple ways. Let’s check how.

1. It checks each and every call for quality

Unlike a manual analysis system, in which the manager checks only some random calls, the AI call center solution will analyze each call for quality assurance. This tool will ensure that none of the quality of service-related mistakes are overlooked. Thus, it helps in taking care of each client and the experience delivered to him or her to improve overall and individual banking customer experience.

2. It highlights unspoken signs of client experience

It is easy to decode a client’s frustration when he or she gets angry and shouts at a banking executive, but it is difficult to decode whether a customer is happy, sad, or upset with the banking services if he or she is not using those kinds of words in his conversation. The AI voice analysis tool for banks can analyze the tone and emotions in the voice to highlight when a client was upset or disappointed with the answer of the banking agent. This helps in improving conversation style and decoding unspoken emotions of clients to deliver better customer service.

3. Improve training

Agents handle banking clients, so they must be trained for rectifying their mistakes. The AI voice analysis tool provides details on individual mistakes. This helps in training agents based on specific mistakes they might be making during a call. This helps in improving the customer care standards in banks and boosts client satisfaction.

If you are interested in exploring more about a banking call center solution and AI voice analysis for banks to boost customer satisfaction, we can help you. Contact us to initiate the conversation.

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How Can Elision Improve Communication in the Banking Industry?

Posted on August 23, 2022 - 5:38 pm by
Elision Improve Banking Communication for Banks

The banking industry needs to make a secure and intelligent connection with clients to retain them and constantly improve the customer experience with reliable banking communication. To improve intelligent customer engagement, banks need the best communication solutions, too.

We, Elision, have developed a wide range of banking communication solutions that can help banks make an engaging connection with clients. These tools can help in improving customer experience by bridging the gap between communication and intelligent engagement.

Let us share how it happens, but before that, here is a quick brief of our banking communication solutions.

1. Omnichannel contact center solution

It is specifically designed for banks with custom features to help in handling emergency and premium banking services with a more professional approach along with handling common banking queries of clients and prospects.

2.IP PBX solution

Internal team collaboration in a bank is as important as handling customer engagement and concerns. The banking IP PBX solution helps in consolidating internal communication, plus, ensuring productive and fair usage of resources.

Now, let’s explore how our banking communication tools improve communication in the banking industry.

A. PCI and TRAI compliance adherence

PCI and TRAI compliances are set protocols by the government in India for keeping customer data and sensitive information protected while it gets exchanged over communication lines, which can be intercepted. The call center solution for banks and other banking communication tools makes sure these compliances are followed rigorously. The team of Elision can even implement other legislation or security compliances in the banking communication software solutions depending on the need of a bank. This not only keeps customer data protected and follows the legislation, but it also builds a positive and trustworthy brand.

B. Engage banking clients

Elision has developed the best banking call center solution that can engage clients even when banking executives are unavailable to handle calls. It makes sure that customers don’t hear unreachable or busy tones rather it engages clients with soothing music on hold. It also provides communication options like blocking a card with hot marking or connecting a client to a banking agent that can resolve the concern in the first attempt. The omnichannel contact center solution for banks developed by Elision helps in engaging clients by delivering an exceptional customer experience.

C. It helps in maximizing resource utilization

The banking communication tool such as IP PBX solution and call center solution manages better resource utilization. It makes sure that all calls and conversations are recorded and can be monitored in real-time. It helps in ensuring that each team member uses communication tools productively. All customers are managed professionally. There are multiple other ways, these tools help in boosting resource utilization.

In a nutshell, painstakingly developed features of the banking solutions help in monitoring customer experience, banking staff productivity, and fair usage of telecommunication resources. This contributes to the improved communication and customer experience in banks. It also boosts the performance of banking staff.

If you are interested in knowing more about these unified communication tools for banks and booking a demo for these tools, contact us.

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Virtual Banking: How Is It Made Possible by DialShree: Call Center Solution?

Posted on August 18, 2022 - 6:29 am by
Virtual Banking- How Is It Made Possible by DialSharee- Call Center Solution_

Virtual banking is a leading trend in the 21st century. Gone are the days, when customers used to walk in to banks for their banking requests. Now, people can take banking actions at their fingertips and there are multiple digital solutions that make it possible. The call center solution is one of the amazing tools that help in making virtual banking possible.

DialShree is one of the best call center solutions for banks that have benefited many banks and made virtual banking effective, accurate, and simple.

Let’s see how.

1. Emergency services made available immediately

Using banking products like mobile banking, net banking, credit cards, debit cards, etc., can also cause leakage of sensitive information. It is possible that the credentials of mobile or net banking get leaked or someone steals the credit card or debit card. In this case, the call center solution for banks helps customers to immediately block their accounts or cards without waiting to log in anywhere or having a conversation with the agents. The real sense of virtual banking is made true by providing immediate services to clients.

2. Exceptional customer care services for banking clients

Net banking and mobile banking can help take common actions, but it does not help in real customer care as there are only chatbots that can answer common questions. Moreover, chatbot technology is still in the learning phase, so often leaves clients frustrated. Unlike that, customers can simply call the banking customer care center for any question they may have for which they are seeking resolution. The right call distribution rules available in the best call center software for banks, DialShree, will make sure that the customer gets connected to the right banking agent and receives a satisfactory response to their queries and questions.

3. Help clients to make a strong financial portfolio

Banks provide multiple other products other than just banking services such as insurance, mutual funds, long-term and short-term financial plans, and more. The call center software for banks helps banking executives to identify potential leads using reports and KPIs shown in the reports. In addition to that, agents can also run sales campaigns using a predictive dialer and other auto dialers.

4. Make the collection process streamlined

Banks need to handle the collection process as well. Unlike the traditional way of sending collection agents to customers’ home, DialShree: collection module for banking call center solutions help in automating and streamlining multiple processes to make the collection process more streamlined and optimized. This solution helps in boosting the collection rate and overall score as well.

Conclusion

There are multiple benefits of using the DialShree call center solution, which is developed with cherry-picked features to benefit the banks. Multiple amazing utilities of this software cannot be replaced by any other alternative available in the market. Thus, it is quite popular among banks. Already several banks in India use this best banking call center software.

To know more about this call center solution for banks and get a free quote and consultation, contact us.

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Major Productivity Hacks for Call Center Agents in 2022

Posted on August 12, 2022 - 7:07 am by
Major Productivity Hacks for Agents in 2022

Call center agent productivity does not mean handling too many calls within the shift, but it s about delivering quality results while handling more and more calls. Utilizing the best resources like an omnichannel call center solution at its best is necessary to boost agent productivity. In this article, we will share the major hacks that you can try in 2022 to boost the productivity of your agents.

1. Define and convey agent productivity KPIs

The productivity parameters have shifted majorly due to various reasons such as shifting client demands, pandemic, wars, increasing agent attrition rate, etc. Thus, for a call center, it is necessary to define the right success metrics that define the productivity of agents. Moreover, it is necessary to keep agents informed about major productivity KPIs, so they can focus on improving the values of these KPIs.

2. Empower agents with the right tools

It is necessary to use the best call center tools to empower your agents. In this digital era, using an omnichannel call center solution is a must. This will help agents provide a unified experience across channels to clients. You will also need to add different tools to your contact center software. For example, integrate CRM into the call center solution to let agents lead the context-driven conversations. If your call center uses any other software that your agents need to explore such as an ERP solution, IP PBX software, etc., then you need to integrate these solutions within the call center solution. This will give all the required features within a single system with a single sign-on.

3. Measure the value of KPIs in real time

Don’t wait until you get time to measure the productivity KPIs and then get panicked about bad values. Rather, use the live call monitoring features available in the omnichannel contact center solution to monitor productivity KPIs in real-time. This can help in taking the right actions in real-time, so you can coach your agents in real-time to work on boosting the productivity of your agents.

4. Use AI voice analysis for quality assurance

You can automate the quality assurance process with artificial intelligence-driven tools. AI voice analysis can evaluate all calls for quality parameters. It will analyze all calls and give scores to each call and different parameters depending on the quality of calls. This will give the case-wide data to train and coach agents to work more productively.

5. Incentives and rewards

We expect quality and productive work from agents, but that is not really a driving factor for them to deliver excellent work. To keep them motivated and stress-free, you must invest in training your agents to deliver better. Moreover, call centers need to give the best incentives and rewards to inspire agents to work more productively and also focus on quality.

Wrap-up

By following these five effective tips will help you boost the productivity of your agents. If you are interested in getting the right call center solution or an AI voice analysis tool for call centers, we can help you. Contact us to explore our range of software offerings for call centers.

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