Fraud Blocker

Break Language Barriers and Supercharge Engagement & CX with even more robust & powerful DialShree 2.0

Dialshree 2.0

Introduction

DialShree is an all-in-one omni-channel contact centre suite designed to help businesses efficiently manage their sales, customer service, and telemarketing operations. It provides a comprehensive suite of features to optimize inbound and outbound campaigns, enhance workforce productivity, and deliver exceptional customer experiences.

Built using Laravel, DialShree 2.0 is a new-age omnichannel contact center platform that combines robust functionality with the power and efficiency of Laravel’s framework. With its swift interface, seamless integration capabilities, and flexible customization options.

With on premise and cloud-based solution both the options, DialShree enables enterprises to manage their contact centre via an intuitive online interface accessible from any device. The software integrates seamlessly with existing business systems and can be customized to align with specific operational requirements. 

With its latest upgrade, DialShree introduces several enhancements across modules to further streamline contact centre processes. The new features & technical betterments empower businesses to boost agent productivity, expand customer reach, gain data-driven insights, and future-proof operations.

DialShree 2.0 incorporates full WebRTC support, leveraging this cutting-edge technology for seamless real-time communication. WebRTC eliminates the need for additional plugins or software installations, simplifying the process for agents and customers alike.

With DialShree’s WebRTC integration, agents and customers can engage in crystal-clear audio and high-definition video calls directly through web browsers.

Intuitive UI/UX – A Major Jump

The UI/ UX of a DialShree is a major boost, going to play a vital role in the effectiveness and efficiency of agents. The new version of Enhanced Security, Management, and Reporting is designed to provide a cutting-edge and intuitive UI/UX to enhance the agent experience. With over 20 years of core expertise, our UX team has developed an interface that minimizes the number of clicks required to navigate the system while ensuring quick and easy toggling between key features and tabs.

This intuitive design saves time and improves accuracy, resulting in more efficient and effective communication with customers. By focusing on UI/UX design, Enhanced Security, Management, and Graphical Dashboards can provide businesses with a powerful business communication platform for optimizing their contact centre platform capabilities and effectiveness.

Admin Enhancements

DialShree 2.0 empowers call centre admins with enhanced automation, customization, and access control capabilities to streamline operations. 

The new FTP configuration allows setting up of secure FTP or SFTP details for automated report generation and delivery. Authorized users can easily retrieve reports based on predefined parameters without any manual effort.

The plan management module enables creating customized plans aligned to specific business needs. Unique plans can be tailored with customized names, descriptions and categories to serve different customer segments. Individual modules can also be efficiently tracked and assigned within each plan for optimal utilization. 

Integration with user groups enables restricting access to certain fields and modules based on user roles. Sensitive information is protected by limiting functionality access to only relevant users. This prevents unauthorized access and improves overall security of the PII of customers.

With these upgrades, admins can automate repetitive tasks, customize plans for unique requirements and strengthen access control. This results in increased efficiency, better resource planning and an elevated customer experience.

Internal & External Chat:

Transform Customer Engagement with convenience and go-to channel.

Agent-Manager Collaboration:

Managers can initiate one-on-one chats with logged-in agents to provide guidance and support in real time. They can also send broadcast chats to all agents or specific groups, the manager chat capabilities facilitate seamless supervision, boosting productivity through enhanced collaboration.

Social Media Integration:

Leverage Popular Platforms to Expand Your Reach

With DialShree’s enhanced social media capabilities, businesses can now integrate with leading platforms like Facebook and Twitter to increase brand awareness and engage customers in new ways.  

Facebook Integration

The powerful Facebook integration allows you to:

– Configure Facebook API settings for deep integration capabilities 

– Display Facebook pages and content directly within DialShree

– Authenticate using Facebook accounts for secure and streamlined access

– Activate/deactivate integration as needed for optimal functionality

By harnessing Facebook’s unparalleled reach, businesses can share content, and facilitate customer conversations at scale. Drive more traffic to your website, promote special offers, and respond to comments and inquiries in real-time – all without leaving DialShree.

X (Previously Twitter) Integration

DialShree’s Twitter integration empowers you to:

– Configure Twitter API credentials for authorized access

– Seamlessly post tweets and interact with followers 

– Integrate Twitter messaging into customer conversations

– Connect multiple Twitter accounts for expanded reach

Businesses can now tap into Twitter’s massive active user base to increase awareness, share updates, and engage followers. The intuitive integration makes community interaction effortless. Send quick responses to customer tweets, share links, run Twitter-only campaigns, – Taking your Twitter engagement to the next level.

With these robust social capabilities, DialShree enables businesses to meet customers where they already are – on the social platforms they love. This expanded social media presence translates into improved brand visibility, deeper customer connections, and greater revenue potential.

Enhanced Call Features

DialShree’s enhanced call features provide greater visibility and control over your calling operations. The Missed Call Lists feature keeps a comprehensive record of all missed calls so you never miss an opportunity to engage with customers. Even the most valuable customer inquiries don’t get left unanswered, maximizing satisfaction and conversion rates. 

The Callback Date Time Notification feature allows you to stay organized and never miss important follow-ups. It provides automatic reminders/ pop ups about critical calls, enhancing the customer experience through timely communication. Streamline operations and optimize productivity with efficient call management.

The new Graphical Dashboard allows you to harness the power of data for informed business decisions. Gain valuable insights into user stats, real-time performance metrics, and detailed call data. Make data-driven decisions to optimize operations and the customer experience. Track key performance indicators and measure the success of your contact center activities.

With these enhanced features, you’ll never miss a chance to engage with customers, stay organized with follow-ups, and use data to guide your decisions. Deliver a seamless customer experience, experience enhanced productivity, and enjoy simplified usage.

Screen Sharing for Effective Collaboration

The upgraded DialShree contact centre solution now allows agents to share their screens with other agents or supervisors in real-time. This screen-sharing capability facilitates improved collaboration between agents by enabling them to visually show each other what is on their screens. So, they can collaborate and guide each other in almost no time.

Message Board to foster Two – way Communication

Introducing the new message board feature in DialShree for seamless agent-manager communication. Agents receive important updates and reminders directly on the noticeboard, improving information flow. Two-way communication allows agents to post questions and feedback, fostering transparency and collaboration. Elevate inter-team communication with DialShree’s centralized platform.

Screen Recording for Quality Assurance

With DialShree’s enhanced quality assurance capabilities, you can closely monitor agent interactions and optimize performance. The screen recording feature allows you to capture visual recordings of an agent’s screen during calls. This unprecedented visibility enables monitoring adherence to policies, as well as using recordings for training purposes. 

The custom APR report allows tailoring agent performance reports to your specific needs. You can filter and analyze data based on various parameters like campaigns and user groups. This helps continuously improve agent productivity and identify areas needing more training and development. 

The advanced telco utilization report allows tracking and analyzing PRI and SIP channel dynamics and activities in real-time. The insights help enhance resource planning and optimize telecommunications usage.

Dialshree 2.0

SMS/Messaging

Streamline and Enhance Customer Engagement with the New SMS/Messaging and WhatsApp Features

SMS/Messaging Module

Admin Level Features

  – Enable SMS functionality right from the Admin Panel

  – Configure SMS APIs, templates, and mappings for seamless integration

Agent Level Features:

  – Access the SMS module in the agent panel for efficient communication

  – Select and utilize pre-defined SMS templates for quick responses

  – Send personalized messages to leads, ensuring effective engagement

WhatsApp Module:

Admin Level Features:

  – Empower agents with the ability to use WhatsApp Web for convenient communication

  – Enable outbound WhatsApp messaging to reach a wider audience

  – Set up and configure WhatsApp APIs, templates, and mappings effortlessly

Agent Level Features

  – Seamlessly access the WhatsApp module within the agent panel

  – Effortlessly exchange text, documents, videos, images, and emojis with customers

  – Participate in group chats, facilitating collaboration and teamwork

  – Pin important contacts, forward messages, and track delivery status for actionable insights

  – Synchronize contacts with WhatsApp for streamlined customer management

  – Utilize predefined message templates to ensure consistent and efficient communication

  – Start WhatsApp chats instantly with new phone numbers, expanding outreach capabilities

Reporting

Automated Reporting

The upgraded DialShree contact center solution provides agents and managers with valuable insights in real-time. 

Reports can also be scheduled to run automatically regularly, eliminating the manual effort of pulling reports. This enables managers to efficiently monitor trends, identify issues, and make data-driven decisions to improve operations. Some key benefits include:

– Customizable dashboards with drag-and-drop widgets to track real-time KPIs.

– Ability to drill down into reports for details.

– Scheduled delivery of reports to specified recipients via email.

– Easy creation and modification of reports without IT help.

– Exporting reports to Excel, PDF and other formats.

– Comparing performance across time periods.

– Automation frees up manager time from manual reporting.

– Better visibility into contact centre performance 24/7.

Refreshable agent dashboard

to analyze the dashboard in real-time without any interruption.

Rather than waiting for scheduled reports, supervisors can check the dashboard at any time to see which agents are online, the number of calls handled, average handling time, and more.

The auto-refresh feature ensures the dashboard never gets stale throughout the day. 

Leaderboard for healthy competition

DialShree motivates agents through gamification. Agents can see where they rank compared to their peers on key performance metrics.

 The leaderboard displays the top-performing agents across criteria like:

 – Calls handled

– Average call time

– Customer satisfaction scores

– Sales conversions

The leaderboard fosters a culture of healthy competition among agents. Agents are driven to sharpen their skills so they can outperform their colleagues.

Inbound Service Level Report

Obtain vital metrics to analyze call performance and customer service levels. Comprehensive tables display shift data, hold times, drops, call duration, and statistics. Gain insights to optimize call handling, reduce wait times, and boost customer satisfaction.

Outbound Calling Report

Receive a detailed overview of outbound campaign performance. Sub-reports and columns provide insights into total calls, human answers, drops, no answers, hang-up reasons, and call statuses. Leverage data to optimize outbound campaigns, improve conversion rates, and drive success.

Additional Enhancements

DialShree’s latest release includes several additional enhancements to improve the agent and customer experience.

Multi-Language Support

DialShree now provides seamless multi-language support, allowing businesses to break language barriers and cater to diverse customer bases. The system can be configured to work in multiple languages, ensuring clear and effective communication for customers.

Agent Panel Light and Dark Modes

Agents can now switch between light and dark modes in their panel interface. This provides the flexibility to select the ideal mode for different lighting conditions, reducing eye strain and enhancing the agent experience.

Redial Call Based on Disposition

The redial feature integrates with the dispositions, so agents can tag calls for redials and the system will automatically dial back out at the scheduled time. This prevents dropped calls and improves continuity in ongoing customer relationships.

Overall, the advanced dispositions with redial capabilities empower agents to have more meaningful customer interactions while optimizing operations.

Time Limits for Pause Codes

DialShree now allows supervisors to set time limits for pause codes used by agents. Agents must select a reason when going into pause status, such as taking a scheduled break or attending a meeting. By setting limits on these pause codes, supervisors can better ensure adherence to break times and improve monitoring of overall agent productivity. 

Auto-Generated Campaign and List IDs

DialShree introduces auto-generated campaigns and list IDs for simplified tracking and organization. Uniquely identifying campaigns and lists helps drive efficiency in calling activities.

Operations with APIs

Several new APIs are available to integrate DialShree with external systems and workflows. APIs can programmatically manage lists, pause codes, transfer groups, dispositions, and more. This automation eliminates manual efforts while enabling comprehensive data analysis.

These enhancements provide more personalized, efficient, and seamless experiences for agents and customers. Businesses can leverage DialShree’s capabilities to better engage diverse audiences, optimize workflows, and make data-driven decisions.

In conclusion,

the new version of Enhanced Security, Management, and Reporting offers businesses a comprehensive solution to streamline operations, enhance customer engagement, and improve overall efficiency. With features like automated reporting, chat integration, personalized messaging, and simplified configuration, businesses can boost productivity, collaboration, and campaign management. The advanced user support and integration capabilities make it a valuable tool for businesses looking to optimize their communications and achieve their goals effectively.

Loading

The Role of Pragmatic Solutions in Enhancing Banking Communication

Banking Communication Solutions

In today’s banking and finance landscape delivering top-notch customer service is no longer a luxury. It’s a component, of survival and advancement.

As the industry faces competition from fintech players and evolving customer demands traditional financial institutions are under pressure to enhance the overall client experience. Despite this urgency, many standing firms still grapple with outdated systems that hinder communication across various channels.

The implications are substantial. Studies indicate that subpar customer service leads to losses exceeding $75 billion annually with dissatisfied customers deterring approximately 15 others from engaging with a business.

Conversely, exceptional service translates to increased revenue and enhanced customer loyalty. In the realm of banking and finance quality service directly impacts customer acquisition, retention rates and overall trust.

To address these hurdles head-on industry leaders are increasingly turning towards customer engagement platforms driven by AI and machine learning technologies. When implemented thoughtfully these solutions facilitate responses, interactions across multiple channels personalized experiences tailored to individual preferences and ongoing refinements, for optimal performance.

However, merely adopting tech tools is insufficient. Companies must also adopt an approach centered on prioritizing customer needs at every touchpoint and interaction.

This article delves into the steps banks and financial institutions can take to enhance client communication in today’s demanding landscape. By implementing the strategy and platform they can provide services on a larger scale while improving efficiency and managing costs effectively.

To achieve this, leaders need to challenge outdated practices and prioritize customer approaches. Those financial institutions that embrace change will emerge as the frontrunners of tomorrow while those reluctant to adapt risk being left behind. The decision is crystal clear.

Obstacles, in Ensuring Exceptional Service

The task of delivering top-notch customer service has become increasingly complex for banks and financial entities. Modern customers expect seamless service round the clock and swift issue resolution. However outdated systems hinder agents from accessing customer profiles and transaction histories leading to disjointed experiences and dissatisfied clientele.

Key challenges confront banks and finance institutes:

Rising Customer Expectations

Customers demand tailored services across platforms expecting agents to recognize them individually and cater to their needs. Yet many banks struggle with dispersed data, across systems hindering a view of each customer.

Shifting Demographics

Millennials and Gen Z customers favor self-service options. Banks are being encouraged to provide customer service through channels such, as chat, social media, WhatsApp and SMS based on customer preferences.

Yet many banks have not fully embraced omnichannel interactions. Comprehensive omnichannel contact centre platforms may do a trick here, book a free demo now!

Challenges with Handling Volume

When call volumes peak customers get frustrated waiting on hold for periods. However, just hiring staff is not always a solution due to cost and inefficiency. Banks require systems of understanding customer needs and automating repetitive tasks. Tailored chatbot workflows can save phone bankers significant time, freeing them up for more productive activities.

Data Fragmentation

Customer information is often scattered across systems for banking services, loans, credit cards, etc. This fragmentation makes it hard for agents to grasp a picture of the customer relationship without switching between systems.

To a certain extent, having all the key and important client information readily available is crucial during live customer calls. To consistently provide notch personalized service banks need to reconsider their approach to engaging with customers and the technology they use.

Challenges Posed by Outdated Systems

Banks and financial institutions still rely on outdated legacy systems that are rigid and obsolete in today’s digital world;

Rigidity

Legacy systems typically run on traditional on-premises software that is not easily adaptable or integrable, with new communication channels and touchpoints. These systems were primarily designed for call centre operations.

Lack the flexibility needed for modern omnichannel support. The transition of a conventional platform is difficult, and advanced contact center solution needs of the time; advancement is not the only factor, ‘ready-to-use modules’ will be a differentiator in today’s time.

No Unified Conversation

Legacy systems do not support omnichannel operations, which hinders the ability to connect insights, from channels for a customer experience. Agents may struggle with understanding the context of conversation when interacting on platforms such as the web, mobile, chat and email, hence 360’s customer profile will help to drive conversation easily and quickly.

Let AI work its magic

Yet another constraint is the reliance on manual efforts for improved quality and service. In today’s time, it is not advisable to invest time in listening to recordings and providing training to your agents. These tasks can be automated, allowing them to be completed even without being physically present at the workplace.

As a result of these shortcomings legacy systems fall short of meeting the expectations of consumers who seek personalized service across multiple touchpoints. This ultimately impacts customer satisfaction levels.

Advantages of AI-Powered Platforms

AI-driven customer service platforms offer advantages compared to legacy systems in enhancing communication and comprehension, with clients. Here are some key benefits;

Voice and Text Analysis

Artificial intelligence can analyze both voice and text interactions either in time or, after a call. This analysis can reveal insights such as customer emotions, potential compliance issues, transcripts agent adherence to scripts and more. It uncovers data that can be used to enhance efficiency.

Chat Assistance

Smart chatbots are designed to handle common customer queries without the need for intervention. They offer round-the-clock availability and through learning using machine algorithms they improve their ability to understand questions and provide responses over time. Chatbots play a role in reducing customer wait times. Freeing up agents to focus on complex problems.

Understanding Customer Behavior

By processing amounts of customer data AI models can detect trends identify patterns and extract insights. This deep understanding of customer behavior helps in recognizing their needs pinpointing areas of friction in interactions and uncovering opportunities for enhancements.

Empowering Client Communication

AI-powered platforms elevate client communication by offering omnichannel support, and advanced analytics capabilities as automation features. This results in interactions, with customers that are efficient scalable and tailored to individual needs.

A global bank successfully enhanced client satisfaction through an AI-driven communication platform as part of its transformation efforts. They aimed to provide more convenient customer service to improve the client experience.

Despite facing challenges, in handling a volume of customer inquiries efficiently at their call centers they sought ways to overcome this issue. Long wait times frustrated clients and overwhelmed agents were issues they encountered.

To enhance self-service options the bank integrated an AI-powered platform with features such as blended calling and intelligent IVRs along with functionalities like SMS and voice broadcasting.

The outcomes were remarkable;

  • Achieved 100% system uptime
  • Improved loan debt collection by 82.31%
  • Boosted agent productivity by 79.26%

This case study highlights how one organization revamped its customer engagement and interaction significantly. There are success stories, in our portfolio that showcase the performance and high customer satisfaction achieved through DialShree – AI-Driven advanced platform.

Loading

Mastering Debt Collection: A Quick Handbook for Improving Your Recovery Rate

Strategies for Increasing Collection Efficiency

An efficient debt collection process maintains a steady cash flow while mitigating cash crunches. When working with the right strategy, it automates payment collection on time giving businesses financial stability and buffer cash to plan future expenses easily.

A streamlined debt collection system is built on the pillars of consistent communication, easy payment options, and centralized data. Moreover, when businesses build an efficient system, it eliminates bad debt, leading to financial success. 

Let’s discuss the key aspects of mastering debt collection and how to ensure you have enough cash flow without losing customers and their business. 

Strategies for Increasing Collection Efficiency

No business wants to suffer from unpaid and overdue invoices. Chasing customers and clients to complete their invoices is a time-consuming and wasteful process, which can be streamlined with the right strategies targeting effective communication, negotiation, automation, and payment processes. 

  • Communication Should Be More than a Simple Exchange of Words

Ditch the one-size-fits-all approach and segment customer communication based on severity, age, and customer profile. Craft personalized messages for each segment and every specific situation while factoring in their consequences. 

To achieve collection efficiency, demonstrate your empathy with the customers. Don’t restrict yourself to sending emails; rather, use omnichannel communication and reach your customers through their preferred channels. 

Train your callers to hone active listening and empathy. Understand the customer’s reason behind late payments and tailor solutions to accommodate them to the farthest extent possible. 

Aggressive language alienates the customers, which can further increase bad debt. 

  • Negotiate to Create Win-Win Situations

Effective negotiation can take your debt collection processes to the next level and present your business as customer-centric. Start negotiating and discussions early on before the accounts are delinquent. Present restructuring options and extend deadlines or even reduce the payments. 

Sometimes, motivating customers with early payment rewards can prompt further action and reduce your debt collection woes in the future. You can also offer flexible options like extended installment plans and hardship programs. 

Set flexible boundaries for the debt collection team allowing them to negotiate while presenting a range of solutions and reduce NPA accounts. For effective negotiation as well, the customer relationships and debt collection team must possess active listening skills. 

On the whole, negotiate to ease the customer’s experience while ensuring bank recovery rather than deterring them with legal actions and other measures. 

  • Leverage AI and Automation to Streamline Collection

Automation can play an essential role in streamlining the debt collection process and achieving financial success; here’s how. Using automation to send reminders and escalate overdue accounts while scheduling follow-ups frees collectors from handling other, more complex cases. 

You can leverage AI-powered chatbots and train them to handle routine inquiries and redirect customers to payment pages, ultimately reducing pressure on debt collectors. 

Moreover, it’s easier to predict customer payment behavior based on past transactions using AI analytics solutions. This means you can intervene early on to address at-risk accounts and implement intervention strategies. As a result, it will lead to risk reduction and reduce NPA. 

  • Frictionless, Diverse, and Secure Payment Processes

Making payments should never be a hassle for your customers and clients. Integrate multiple payment options, including online payments, wallets, direct debits, wire transfers, or in-branch options. A lack of payments only gives the customers a potential reason to delay payments.

Ensure superior security with all the online payment methods and showcase the security features to your customers. Lastly, offer auto-payments and ACH options to your customers to automate payment collection on a fixed date. 

Ways and Means of Reducing Bad Debt

Discuss strategies for establishing credit policies, conducting credit checks, and maintaining customer relationships to reduce the risk of bad debt.

Proactive utilization of data and automation technology can streamline how banks collect debt, but to reduce bad debt, they need different strategies. Bad debt is the result of the financial woes of your customers, and some are due to willful default. While it’s customary to take a lenient approach when your customers are going through financial troubles, adopt proactive strategies to stop willful default. 

Here are some strategies to reduce bad debt;

  • Credit Policies to Filter Potential Customers

Your credit policies are your safety net to keep out bad debt. In addition to running generic credit checks, go for dynamic credit policies that incorporate risk assessment models. Your policies must account for the potential customer’s income stability and spending patterns.

Segment them based on their risk profile, requirements, and behavior as you account for these things. Account for the cash flow trends and savings while feeding the customer’s available data to an AI model to prejudice repayment potential. 

Create a system of checks and balances to pre-qualify applicants and personalize their credit limits to ensure you don’t incur a bad debt. 

  • Run Credit Checks to Identify Repayment Capability

Don’t limit customer credit checks to the credit score only. Go beyond the rudimentary credit checks and gain a holistic view of the customer’s profile. You can check their payment history of previous loans, utility bills, and social media activity. 

These checks will present a holistic view of the potential customer, and as you match them up with fraud detection solutions, it will become easier to identify suspicious activities and red-flag the customers. 

Next, conduct employer verification to confirm income stability and check inflated pay slips. Even after the loan is disbursed, run checks on the customers throughout the repayment term. Identify changes in their income, employment status, and spending patterns to intervene and prompt corrective action. 

  • Maintain Cordial Relationships with Customers

Anyone can go through a rough patch in their life, which does not essentially mean they are willful defaulters. Instead of becoming a loan shark, adopt a customer-friendly approach. 

To prevent bad debt and enhance collection efficiency, clearly communicate credit policies and interest rates while highlighting the potential consequences of delinquency. Using AI, you can predict risks, use this information to take proactive action and offer debt management resources to customers while running intervention programs. 

Help struggling customers with personalized repayment options and loan restructuring and get them back on track. 

Real-Life Success Stories and Case Studies

Businesses and banks are evolving with the trends to ensure they are not incurring bad debt and are able to streamline their collection system. Here are a few examples of how certain businesses use the strategies mentioned above. 

  • Astute Management Solutions used Elision’s Dialshree, an omnichannel call center solution to automate customer data collection and simplify grouping collection. As a result, Astute Management Solutions were able to eliminate 100% of manual errors and recorded a 82.57% increase in collection.
  • AU Bank experienced multiple challenges including inbound and outbound calling options, a lack of SMS broadcasting, and lack of web chat options with customers. After consulting with Elision, we recommended and set up Dialshree for the bank to help them optimize their communication with the customers. This resulted in 100% increase in customer and agent interaction, 82.31% increase in loan debt collection, and boosted agent productivity by 79.26%. 

Leverage Technology to Improve Collection Efforts

Mention supplementary tools and technologies that can enhance collection efforts, such as debt management software or analytics solutions.

In addition to using the tips and techniques shared above, use technology to your advantage for streamlining collections and reducing bad debt. Here are a few suggestions;

  • Debt Management Software: This software streamlines repetitive tasks like sending reminders and escalating delinquent accounts. They generate collective reports and also have omnichannel communication systems. You can also use them to enable seamless and secure online payments, encouraging faster payment settlements.
  • Better Insights to FOS and PTP Segmentation: Leverage technology to provide field officers with accurate, updated, and real-time insights while sharing information on delinquent accounts with a Promise to Pay status. Businesses can leverage Elision’s advanced debt collection module to do the same and provide the FOS team with better insights, updated payment details, real-time information through email and SMS to create a smooth communication channel.It will be better to channelize the PTP customers for using payment gateways for quick payments, making debt collection easier.
  • Artificial Intelligence: AI-based chatbots can free up the customer service and debt collector’s time to handle routine inquiries, make IVR calls, and help customers make payments. With sentiment analysis integrated into the system, you can analyze customers’ sentiments through text, giving debt collectors the opportunity to adapt communication styles and personalize interactions.Elision provides AI Super Agents, an advanced AI-driven module to help agents resolve customer issues and maintain 24/7 communication. These AI-based communication modules can imitate a human’s tone and voice to create the same impact fostering trust and customer loyalty.

Streamline Customer Communication and Collection

Debt collection efficiency and debt reduction are the critical aspects of achieving financial success. Any business lending customers money may face delinquencies and defaults, which can hamper their business growth. 

Achieve collection efficiency with streamlining the collection process by changing the communication and negotiation processes while automating repetitive and easy tasks. Reduce bad debt with adaptive credit policies, dynamic credit checks, and improving customer relationships. 

While integrating these systems, Elision’s DialShree omni channel communication system makes it easier to communicate with your customers and improve customer engagement.

Let’s Connect so that we can better understand your needs and execute an omnichannel communication strategy tailored to your requirements. 

Loading

How to Improve Customer Service After-Hours with Conversational IVRS?

Conversational IVRS

Even after business hours, customers still expect prompt assistance. This is where after-hours customer service comes in to save you from losing customer’s trust and loyalty. 

To address this requirement, companies are increasingly turning to Conversational IVRS. A 24/7 customer service system has an occupancy or customer engagement rate of 98% and the ones without this service have an occupancy rate of only 30%. This signifies the importance of being there when your customer needs you, which increases the chances of reciprocating your patronage. 

Companies today are using Conversational Interactive Voice Response Systems (IVRS) to automate customer-company interactions, especially when they don’t have the resources to employ live agents for the task. 

What follows is a guide on how to use conversational IVRS to improve customer experience and satisfaction.

Why After-Hours Customer Service is Important?

After-hours customer service is an essential link to achieving customer satisfaction as it helps businesses meet customer expectations by providing instant support. 

An effective after-hours conversational IVR systems; 

  • Improve Sales Conversions: Every time a customer connects with your organization it’s a possible opportunity to make a sale. After solving the customer’s issue, it’s a chance to make sales.

  • Foster Customer Loyalty: 24/7 availability demonstrates your commitment to customer care. It convinces them that you are prioritizing their needs, which means the customers will stick with your brand.

  • Customer Retention: The customer acquisition cost (CAC) of a company without a customer service wing is higher than those that have one. Setting up a customer service system means a reduced churn rate. This is important because over 80% of the sales revenue comes from existing customers rather than the new customers who account only for 20% of the sales.

The Link Between IVRS and Customer Satisfaction

100% customer satisfaction is one of the primary goals of every organization. A portal to deliver enhanced service, an IVRS can play a key role in improving customer experience. However, a traditional IVRS system often falls short in terms of personal and satisfying experiences, especially during after-hours.

An IVRS system is beneficial for customer satisfaction as it can reduce wait times and have faster call routing. This ensures all queries are addressed promptly, with escalations directed to available agents and estimated wait times communicated for transparency. 

Moreover, an IVRS with natural language processing and artificial intelligence can understand customer queries shared in their language rather than dealing with pre-recorded menus. 

From answering all sorts of FAQs to personalizing the support system according to requirements, an IVR system can facilitate a smooth and interactive experience. 

What is After Hours Conversational IVRS?

A Conversational IVRS interacts with customers in a natural language over the call. It allows customers to speak freely and share their concerns as the system can understand natural language and has artificial intelligence. 

As a result, it provides a human touch to customer services and creates an intuitive experience. In addition to this, a conversational IVRS provides faster and more accurate responses while reducing misrouting and wait times. 

For an organization, a smart IVRS can free up agents to take care of more complex queries, and reduce call volumes, leading to reduced costs and better customer satisfaction. 

Here’s how it works;

  1. Listening and Comprehending: Conversational IVRS accepts the call and listens to the customers while comprehending the input.

  2. Response Formation: Based on the input, the IVRS, using AI and NLP will formulate a response.

  3. Offering the Response: Using Natural Language Generation (NLG), the IVRS system will share the requisite information with the customers in a language they can understand. 

Benefits of Conversational IVRS for Customers and Organizations

A conversational IVRS engages customers in natural language conversations, sharing information they need without any significant delays. As a result, the customers are satisfied with the services and stay loyal to the company. 

  • Quick Resolutions: With access to a comprehensive knowledge base of product information and company policies the IVRS can answer maximum questions from customers increasing First Call Resolution (FCR) and improving the Net Promoter Score (NPS).

  • Automation of Routine Tasks: With programmable automation in IVRS, it’s easier to delegate routine tasks to the machine, while the human workforce focuses on innovation and growth.

  • Personalized Customer Support: Customers can ditch the complex menu selection and get personalized support through a conversational IVRS, increasing query resolution call rerouting to an expert.

  • Creates an Efficient Customer Service System: An NLP-based IVRS can quickly identify customer’s needs and provide personalized information, effectively reducing response time and increasing overall efficiency.

  • Saves Costs: By reducing the number of human resources required to handle customer queries, a conversational IVRS can reduce staffing costs. An IVRS shares the information customers need in one single call, reducing recurrent calls and saving company resources. 

Conversational IVRS in Action – Real-Life Use Cases

Several Indian companies are using a conversational IVR system to handle customer queries. Here are a few examples:

  • The popular airline wanted to make every traveler feel welcomed and well taken care of in their journey. Revamping their old IVR system, Delta Airlines brought in a conversational IVR system to provide personalized information and proactive alerts to the customers. As a result, the number of customers requesting a specialist increased by 10% and the system was able to capture caller intent for 75% of calls.

  • The popular Pizzeria brought in a conversational IVR system to improve over the earlier standard IVR. The new system is now available in Hindi and English leading to better convenience, making ordering over the phone easier, and streamlined customer experience.

  • eCommerce giant Integrated with local dialects, variations, and colloquial terms, Flipkart’s voice assistant is making it easier to buy groceries through the online platform. 

These examples showcase diverse applications of conversational IVRS across different industries. Conversational IVR systems have wide-ranging benefits on an organization’s capacity to improve customer experience. To achieve results, focus on the implementation part of an IVR system. 

Implementing Conversational IVRS | Practical Steps and Best Practices

For successful implementation, companies should adopt a strategic approach. In addition to the technical expertise required for setting up the system, you must also identify the existing technology trends in customer service for effective implementation.

  1. Set Your Objectives: Start by answering “What do we want to achieve”? The answer will influence the implementation process and technologies. Some of the common goals include reduced waiting times, increased self-service rates, and overall leading to better customer experience.

  2. Set the Conversational Flow: Map out the expected dialogue between customers and a live agent. Bring the same conversational aspects and tonality to the IVR system matching the appropriate responses. Explore multiple conversational paths and feed the data to the IVR system. To know the flow, check past call scripts to update the systems.

  3. Choose Conversational IVRS Vendor: To choose a conversational IVRS vendor evaluate all the available ones for their features, functions, pricing models, and integration options. Choose the one with on-demand scalability, NLP capabilities, easy integration, and higher security. Also, check vendor reputation, support services, and their portfolio.

  4. Data Preparation and IVRS Training: After choosing the vendor, prepare your data to train the system. Train the IVRS system with accurate and up-to-date information on the product and services. Include troubleshooting guides, knowledge base articles, product guides, and manuals. The content should be clear and tailored according to the conversational paths.
  5. Test and Refine: Testing is crucial to ensure optimal performance and build a flawless conversation-based IVRS. Check it with diverse user groups and problems to identify the issues and improve them before deployment. 

Best Practices to Implement and Deploy a Smart IVR System

  • Phased Deployment: Roll out the system in phases to minimize disruption enabling improvements and adjustment wherever required. Begin with simple tasks and gradually increase the system’s functionalities.

  • Clearly Share Agent Availability: Share the agent available with the customers when after-hours services are running. This is to avoid any friction and ensure seamless escalation of the issue along with sharing the estimated time with the customers.

  • Personalize the Interactions: Add personalized greetings to the conversation and wherever possible, personalize the interactions. Consider using the customer’s name and using their past purchase history to personalize the interactions. This will make the customers feel valued and heard and build trust. 

Future Trends and Innovations in Conversational IVRS

  • Customer Emotion and Sentiment Analysis: IVRS systems will be able to recognize the customer’s emotional state from their voice or text and tailor the support accordingly. 

  • Omnichannel Integration: In addition to entertaining customers through calls, IVR systems can also connect and coordinate with other channels like mobile, social media, chat, email, etc. 

To Sum it Up

A conversational IVRS is pivotal to building a customer-centric support system. With capabilities like personalization, artificial intelligence, and natural language processing, a smart IVRS can significantly improve customer service operations. 

Improve customer experience with Elision omnichannel contact center solution and be available across all channels. Stay connected with your customers to increase customer engagement and loyalty. Get in touch to book a demo

Loading

Elision Technologies Shines at Bharat BFSI Leadership Summit & Awards 2024.

Bharat BFSI Leadership Summit/Awards 2024

Elision Technologies, a leading provider of communication solutions impressed attendees at the Bharat BFSI Leadership Summit and Awards 2024 with their innovative AI- driven communication platforms that are revolutionizing debt collection strategies and improving customer experiences. Their next gen solutions & product demonstration at the summit, and winning the AI-Powered Omnichannel Communication Solution of the Year for Best CX award among esteemed BFSI leaders highlighted their leadership in the industry.

As Mehul Shah, CEO & MD of Elision Technologies graciously accepted the award he emphasized the company’s dedication to offering cutting edge solutions in the BFSI sector. By utilizing state of the art AI technology, team Elision aims to revolutionize customer interactions and customer experience at scale. Mr. Shah envisions a future where personalized communication driven by artificial intelligence will be pivotal, in reshaping the BFSI landscape.

AI-powered super agents have impressed many by effectively blending natural languages with specific purpose driven interactions, empowering collection agencies to manage intricate banking inquiries, identity verification processes, payment/ loan related questions and offering tailored experiences in various languages. These super agents not only boost efficiency and productivity but also deliver exceptional customer service around the clock.

Moreover, Elision’s AI-driven debt collection platform has been widely praised as a comprehensive platform in the industry. By leveraging machine learning algorithms this platform examines customer behaviors and their trends to enhance debt collection strategies. And it helps the Banking, Financial services and Insurance (BFSI) sector for increased recovery rates, better cost savings and a streamlined automated collection process.

During his keynote speech, Mr. Ankur Sharma, Business Head at Elision emphasized the importance of embracing omnichannel communication solution to enhance customer satisfaction and experience. Elision’s AI powered solution seamlessly merges communication channels such as voice calls, chats, emails, SMS,  and social media platforms to provide a unified and personalized experience for customers.

He also introduced an integrated AI-driven voice analysis platform that elevates service quality (QoS) and communication standards (QoC) without human involvement. This system offers insights like call analysis, emotion and sentiment assessments as well as verbose and silence analysis.

Additionally he highlighted the importance of communication advancements in the banking and finance sector emphasizing how utilizing voice bots and AI-driven super agents could transform customer interactions seamlessly.

Elision Technologies, with a client base of over 250+ BFSI esteemed organizations has played a pivotal role in helping companies achieve substantial productivity gains and notable improvements in their collection figures. Their innovative solutions have revolutionized operations for businesses in the BFSI sector enabling them to offer seamless customer experiences and enhance their overall success. Schedule Free Demo Today! ✨

Conclusion: Elision’s impressive performance at the Bharat BFSI Leadership Summit And Awards 2024 demonstrated their dedication to excellence and technological innovation. Through leveraging AI-powered communication platforms which empowers customer interactions, debt collection processes and helps banking and insurance companies to attain remarkable productivity and collection outcomes. The future of the BFSI industry hinges on embracing these transformative technologies, with Elision Technologies leading the charge.

Loading

Key Trends Shaping Contact Center Efficiency: A Deep Dive into UI and UX Design Evolution!

DialShree_UI&UXTrends

Introduction

In the race to provide an omnichannel customer experience, brands empower their support centers with robust contact center solutions. Along with an eye on performance and user experience, they hyper-focus on efficiency. In the effort to improve efficiency, several aspects come into the picture, including technologies, communication tools, data analytics, AI, and more.

One aspect that plays an indispensable role in shaping the efficiency of contact centers is UI and UX design. The UI and UX is one of the most essential elements, not just for the customers but for the agents, too. As per stats, a company with an IT ticketing system with an interactive interface can boost agent efficiency by 15-20%.

Therefore, having a ticketing system or an omnichannel communication solution with excellent UI/UX features is indispensable. Let’s proceed with the blog and shed some more light on it.

Why do UI and UX Matter?

In a contact center environment, the agent’s productivity is paramount. As a call center agent has to take over 50 to 100 calls a day, they need tools that are easy to use. Besides, the admins of the contact centers also require the same tools for monitoring the agent’s performance, providing feedback, etc.

An easy-to-use tool should have some UI/UX elements, such as swift navigation, agent-friendly colors, auto-dialer, interactive dashboard, etc. These features help in faster operations like call switching, feedback recording, etc. Here are some more reasons to invest in the ultimate UI/UX.

Agent Perspective

  • Reduced Training Time
    Training is necessary whether it is a new employee or an old one interacting with a new software solution. With an intuitive UI, graphics, button placements, etc., it becomes easier for agents to locate what they need.

    A user-friendly interface featuring intuitive navigation and clear labeling reduces the learning curve. Thereby reducing training time. As per stats, an effective UI/UX design can help decrease training time by up to 50%.

  • Boost Agent Productivity
    Agent productivity is paramount in a contact center. An agent may have several tasks in a call center, such as fetching the issue ticket, dialing the number, talking to the agent, documenting the conversation, etc.

    If all these tasks are performed manually, they will hamper the productivity. Therefore, an automated dialer with features like auto-calling, voice-to-text conversion, etc., can be an awesome addition to its UX.

  • Improved Task Performance
    With all the necessary information on the screen, agents can find and use the required features on the go. For instance, if they need to add call information in the tool, it will be easier to locate a text box than a simple text somewhere on the screen.

    A well-designed UX includes exceptional information architecture that helps quickly locate the right feature.

  • Maintain Multi-Channel Consistency
    The omnichannel experience is not just for the users; it’s for the agents, too. With similar UI/UX features across all the communication channels, contact center efficiency can be jacked significantly.

    For example, an omnichannel communication solution with all the major communication channels with a single interface can boost the agent experience. As per the Tata CLIQ’s Director, “having a single interface for all kinds of CRM needs has made our agents happier and more efficient.”

  • Adaptability to Change
    No matter which software or tool it is, they are susceptible to issues with time. Therefore, they need to be updated as per the latest trends.

    A simplified UI/UX design is more straightforward to update and modify. Besides, it is a cakewalk to make the necessary updates and changes in the UI/UX without disrupting the customer and agent experience.

  • Amplifies Agent Experience
    Agent experience is all about how easy it is for the agent to use the tool or solution. Aspects like navigation, information architecture, visual design, typography, etc., the better they are, the better will be the experience.

    Stats show a 15-20% improvement in agent experience when there is a single interface for all CRMs.

Admin Perspective

  • Intuitive Navigation
    Besides agents, admins must also monitor several aspects to ensure business profitability. Therefore, the UI needs to have all the necessary tabs featuring tickets raised, CRM team performance, average agent earnings, etc., in proper size and font for quick navigation.
  • Visual Dashboard
    Several real-time contact center metrics need an admin’s attention at all times. These metrics include call volume, recurring calls, inbound calls, outbound calls, agent performance, and customer satisfaction.

    Colorful tabs highlighting these parameters can help them make data-driven decisions faster.

  • Customizable Reporting
    Reporting helps in understanding performance patterns and taking action. The tool UX should offer customized reporting to create and customize reports based on performance parameters.

    Collecting all the crucial parameters in one report enables admins to analyze contact center performance, identify trends, and measure KPIs.

  • Real-time Monitoring
    Real-time monitoring can help in handling emergency scenarios easily. Moreover, real-time tracking of parameters like agent activities, ongoing calls, and queues helps assess bottlenecks and take action immediately. All this is possible via an interactive UI/UX.
  • Collaboration Tools
    Training the agents can be seamlessly done with collaboration tools. With a supreme UI featuring collaboration tools like internal messaging tools, call monitoring and barging tools, etc., admins can seamlessly support their team members, improving productivity and customer service quality.
  • Responsive Design
    Unlike agents, admins need to have continuous access to the admin dashboard for a longer time. Hence, the UI/UX should be responsive, making it accessible not only on a PC or laptop but also on handy devices like phones and tablets.
  • Role-based Access Control
    Security and privacy is a primary concern for a contact center as there is a lot of sensitive data involved. Therefore, the UI/UX features should include role-based access defining permissions for each member of the company hierarchy.

What are the Key UI/UX trends in Shaping Contact Center Efficiency?

Every tool needs to be updated with the fresh industry trends. The same is the case with the UI/UX of the software. So, here are some key UI/UX trends that are Shaping Contact Center Efficiency.

  • Intuitive Navigation
    As businesses integrate multiple communication platforms into one software solution, intuitive navigation is necessary. In an omnichannel platform, all the required communication channels, such as SMS, WhatsApp, email, etc., should be placed exceptionally on a single screen or at least a few clicks away.

    This can help save navigation time and boost efficiency.

  • Chatbots
    Agent productivity is highly dependent on the relevant calls they take. For example, if a person is just calling to confirm their product’s renewal, it can be directed to the chatbot as it is a simple task that may not require an agent intervention.

    As 69% of the customers prefer to use a chatbot as it provides instant responses, it can also be a great promoter of agent experience. With chatbots as part of the contact center solutions, you can significantly boost efficiency as agents focus on more important tasks.

  • Agent-Centric Design
    The UI design should be entirely agent-centric. All required functionalities should be placed on a single screen, such as call transfer, manual dial, WhatsApp messaging, general messaging, Facebook posts, connected calls, internal chat, not-connected calls, etc.It will allow the agents to navigate and take action faster.
  • Customization
    Customizable UI is another UI/UX trend that is super useful in boosting agent efficiency. Agents can customize their user interfaces to move some of the screen elements to another place on the screen for quicker access.

    For example, agents can move elements to see previous and current customer interactions.

  • Clear Information Presentation
    The agent’s productivity is directly proportional to the efficiency of the contact center. The call handling can be swift and smooth if the agent is presented with all the necessary information about the customer, such as the name, number, previous interaction, call scripts, etc.
  • Gamification elements
    Gamification can be introduced in the call center solution in several ways. For example, you can monitor agents’ call parameters like issues resolved on calls, number of calls, missed calls, first call resolution rates, hold times, etc.

    Based on the analysis of these aspects, you can provide agents with star ratings, create leaderboards, provide badges, and more in the tool itself. This will gamify the calling tool and motivate the agents to perform better.

  • Streamlined Workflows
    To maintain a streamlined workflow means to keep the contact center tool as simple yet functional as possible. Make sure that all the chat and call features are placed at the right place on the screen.

    For example, divert all the basic customer issues to chatbots. Besides, keep the dialer application on auto-dial, provide interactive pop-ups for inbound calls, etc. All these can help establish a streamlined workflow.

  • Real-Time Data
    Real-time data access is an exceptional and innovative UX trend. It is combined with AI-backed data analytics that helps contact center admins get valuable insights about agent and contact center performance.

    With access to current and past data, they can picture the performance of every agent on a single dashboard.

  • Integration Capabilities
    As the call center may need multiple software like CRM, analytics, etc., side by side, software integrations are the best way to use them. Current contact center trends show that contact center solutions support these integrations.

    You can easily integrate third-party integrations into the solution to extend its usability. DialShree supports integrations like CRMs, IP PBX, EPBX, and other third-party APIs.

  • User Feedback Mechanism
    A user feedback mechanism is an excellent way to improve the contact center solution further. With the ability to add their feedback and suggestions regarding the solution’s performance, agents can play their part in the efficiency amplification.
  • Training and Onboarding Support
    Every Contact Center solution will have different UI and UX features, which could be easier to grasp quickly for a newbie. Therefore, it is necessary to include in-software training material that could guide the trainees to get used to it faster.

    For older employees, it can make the transition smoother.

  • Multilingual Support
    Multilingual support can be useful for contact centers with employees speaking other languages. In some contact centers, businesses hire people speaking another language to enhance the customer experience. For example, a business operating a contact center in the US would definitely have employees speaking Spanish.

    For those employees, multilingual support can be a blessing.

  • Error Handling and Notifications
    To ensure that your software does not affect the efficiency of your contact center, embed features like auto-flashing of error and warning messages on the screen with counteracting measures recommendations.

    It will help in taking action faster.

  • AI Driven Monitoring and Supervision
    Agent monitoring and supervision in a contact center has gone beyond call recording. Today, contact centers have implemented speech analysis to analyze customer and agent sentiments besides recording calls.

    Besides, agent monitoring and AI driven voice analysis can also help ensure compliance and identify upselling opportunities.

  • Mobile-Friendly
    A mobile application can be an awesome way for an agent to take an emergency call from anywhere globally. However, ensure the contact center applications’ UI/UX features are responsive and functional.

Provide Your Customers With the Best Contact Center Efficiency

Digital transformation across the communication sector has led to the disruption of these key trends. Today, it has become essential for contact centers to opt for solutions that have features aligning with these trends, or they may not keep up with the competition.

If you seek to challenge your competitors with supreme efficiency in your business contact center, opt for Elision contact center solutions. Their Omnichannel Contact Center Solution, DialShree, is ready to launch its version 2.0. This integrated solution houses all the latest features required in a call center solution.

To Know more about DialShree, book a free demo now!

Loading

Elision Attained Prestigious VNO License From DOT

Elision-Attained-Prestigious-VNO-License-From-DOT-

The Ahmedabad-based unified telecommunication solution provider Elision has been helping brands enhance their customer experience as per their business needs since its inception. Backed by their years of hard work and dedication, they have recently added a new entity to their business by attaining the prestigious VNO License from the Department of Telecommunications.

A VNO license is one that allows an entity to cater telecom services to the people without establishing the required telecom infrastructure. As the license is of several types, it is tough to attain. With this prestigious license, Elision has chiseled its name in the top 5% of players in the industry.

In light of the brand’s achievement, the CEO and MD, Mehul Shah, shared his views, “This Elision VNO license is a milestone in our mission of telecom business expansion and Telecom industry recognition. With the DOT license approval, we have established a new entity, Elision Telecom Pvt. Limited. I consider this as a big win for us as we can now empower our clients and partners to meet all their network and telecommunication requirements.”

He further added, “The license will enable us to handle seamless and affordable services. Moreover, we can cater to our clients with powerful solutions that can help them establish communication with their clients from anywhere. So, we do not just assist our clients but their clients too”.

Talking about the technicalities of the license. He said, “We believe in the ‘Make in India‘ vision, and this license serves as a significant promoter for our commitment to creating a 100% compliant telecommunication environment.”

The best thing is that the company’s profile will be amplified, establishing trustful relationships with its clients.

To put it concisely, the license will benefit Elision client’s and partners in several ways, such as

Cost Savings: Our services help our clients and partners save money by reducing telecom expenses.
Tailored Solutions: We customize our services to meet needs covering voice, data and other value added services.
Wider Coverage: Our services extend to areas ensuring comprehensive coverage.
Reliability & Flexibility: We offer services that can adapt to your business growth providing an user experience.
Strategic Alliances: We create value through bundled offerings, cross promotions and value added packages.
Regulatory Compliance: We prioritize data security, customer privacy and lawful interception to ensure compliance.
Exceptional Support: Our priority is providing customer support and assistance whenever you need it.
Quality Assurance: With access, to high quality network infrastructure we deliver an user experience.
Global Reach: Enjoy connectivity options with our network reach.
Innovation Hub: Explore the telecom technologies in our innovation hub.

About Elision

Elision is a reputed name in the landscape of businesses offering unified telecom solutions to corporates and enterprises. Our trail-blazing products and solutions, such as Dial Shree, Helpdesk ticketing system, WhatsApp integration, Greeter, IP PBX, etc., are surefire to serve your customers both domestically and internationally.

With the newly obtained VNO license, we can further transform our solutions and services to their clients by making cloud telephony solutions more affordable and compliant. Our solution, DialShree, is also ready for a 2.0 upgrade which will further make the telecommunication solutions better.

If you are seeking customer support solutions and assistance, you can book a free demo with us. You can know more about us on our website! Let’s Connect!

Loading

Happy CX, Happy Holidays – Diwali; A Celebration of Unity, Devotion and Festivity

Happy Diwali

It’s the week leading up to Diwali, and we are getting closer to the Festival of Lights. Diwali is a celebration that brings together people, from religious backgrounds in India. It is a time when hearts are illuminated with happiness, unity and devotion. Diwali transcends boundaries. Weaves a tapestry of light and festivity that unites millions.

The Significance of Diwali, It holds reasons for celebration. Its core message remains consistent across regions and communities. The festival encompasses the following aspects;

The Triumph of Light Over Darkness Diwali represents the victory of light over darkness symbolizing the triumph of good, over evil. During this festival homes and streets are adorned with oil lamps called diyas to dispel shadows and embrace righteousness.

Worshiping Goddess Lakshmi: Diwali provides an opportunity to seek blessings from Goddess Lakshmi, the deity associated with wealth and prosperity. Rituals and prayers are performed to invoke her grace for a year.

Lord Rama’s Homecoming: In parts of India, Diwali commemorates Lord Rama’s return to Ayodhya after vanquishing the demon king Ravana. The tradition of lighting diyas symbolizes the path of righteousness that leads to triumph.

Fresh Beginnings: In regions Diwali marks the commencement of a year according to the Hindu lunar calendar. People embrace this occasion by donning attire exchanging presents and adorning their homes as a representation of starting Diwali exemplifies the beauty of diversity and unity.

It is embraced by individuals, from faiths and backgrounds. India’s vibrant cultural mosaic showcases how this festival brings everyone together irrespective of their beliefs!

People belonging to faiths gather in unison to celebrate Diwali. The festival transcends boundaries. Transforms into a celebration of culture. Educational institutions and workplaces organize Diwali festivities where students and employees from all faiths partake in the merriment. Diwali encourages sharing and caring. Neighbors and friends exchange sweets and gifts to strengthen their bonds regardless of their affiliations.

Diwali is not a festival that illuminates only homes but warms the hearts of millions across India. It is an occasion that embodies unity, devotion and celebration. Diwali unites people in a display of illumination vibrant hues and happiness. It serves as a reminder that in India’s tapestry of diverse cultures festivals, like Diwali weave us together in harmony and joy. This Diwali let us commemorate the spirit of unity, devotion and merriment while sharing the warmth of love and joy like the gleam emanating, from countless diyas.

Loading

Unlocking the Future of Customer Experience, with AI; Elision & GITEX 2023 Trends

Unlocking the Future of Customer Experience, with AI

In a world where providing customer experience (CX) is paramount, businesses are turning to Artificial Intelligence (AI) to transform their approach. The upcoming GITEX 2023 promises to be a game-changing event with AI playing a role in revolutionizing CX. Join us as we delve into the trends and innovations that will reshape the CX landscape.

Our main focus will be on an omnichannel contact center solution that seamlessly integrates chatbots, the clock bot assistance that feels human-like, IVRS, speech recognition on-call support, Twitter and Facebook integration webforms, FCR (First Call Resolution) AI-driven voice analysis platform for effortless training programs.

The Evolving Power of AI, in Enhancing Customer Experience;

Witness firsthand how AI is transforming CX at GITEX 2023. AI technologies are not just improving CX; they are redefining it entirely. Become part of the future of customer experience.

Chatbots, Going Beyond the Basics:

Chatbots for Experience:

These advanced chatbots powered by AI go beyond automation; they engage in conversations that feel human-like while providing clock assistance and ensuring a seamless customer experience.

IVRS and Speech Recognition:

Experience the impact of IVRS and speech recognition powered by intelligence (AI) on self-service options. GITEX 2023 presents cutting-edge technology that enhances the speed and user-friendliness of self-service.

On-Call Assistance; The Perfect Blend of Human Touch and AI Advancement:

Witness the synergy, between AI-driven on-call assistance and human interaction. An innovative system around a knowledge base ensures that customers always receive a helping hand combining the touch with the efficiency of AI.

Twitter and Facebook Signals:

Discover how social media could be a game changer for your business considering the majority of your customers spend time over social media for various key interests hence listening to them via their preferred channel could get them a better cumulative experience, and also could save hundreds of hours for them 

Delve into the world of AI-powered web forms showcased at GITEX 2023. These web forms revolutionize data collection processes while prioritizing user centricity making customer onboarding more efficient than before.

Reimagining First Call Resolution (FCR) with AI:

Elision redefines first call resolution by harnessing the potential of AI technologies. Real-time insights empower agents to swiftly resolve issues during interactions significantly boosting customer satisfaction and loyalty.

AI-Driven Voice Analysis for Enhanced Call Insights:

Explore state-of-the-art voice analysis tools driven by AI at GITEX 2023. These advanced tools transcend transcription capabilities to identify emotions and evaluate agent performance providing data, for training purposes and continuous improvement initiatives.

Call Transcripts & Call Analysis:

Uncover the advantages of AI-optimized call transcripts, in nurturing agent skills. GITEX Global 2023 showcases how these transcripts can serve as a training resource to enhance customer service excellence.

Omnichannel Contact Center Solution:

Embark on a journey into the future of customer experience (CX) with an omnichannel contact center solution that seamlessly integrates AI-powered tools and channels within a platform. Elision presents an ecosystem that offers an exceptional customer journey.

Elision at GITEX Global Dubai 2023

GITEX (Gulf Information Technology Exhibition) 2023 is a massive event happening in Dubai. With AI as its primary theme, the event will host over 14 tracks of exhibition related to several modern-day industries like Cybersecurity, Data Economy, Digital Cities X AI, Edtech, Energy, etc.

Along with GITEX 2023 AI trends, there will be other trends, such as 5G Technology, Blockchain Technology, Cybersecurity Solutions, and Sustainability and Green Tech.

Over 3,500 AI startups and enterprises, along with Elision, will participate and feature 500 hours of AI debate.

GITEX Dubai Dates are 16-20 October 2023.

So, it’s time to fly to Dubai!

Meet us GITEX Global!

Loading

GITEX Dubai 2023: The Future of Customer Interaction and Beyond!

GITEX Dubai 2023 The Future of Customer Interaction and Beyond

Customer service is an essential part of almost every business. Effective customer service relies on seamless customer interactions. In the fast-paced world, the reliance on traditional ways of interaction does not work. As customers require solutions to their problems faster, brands and businesses need to gear up with the right technology.

As per statistics, 35% of customers become angry while talking to customer service. Moreover, 12% of customers report a lack of speed as a common cause of frustration. In scenarios like this, using technologies like AI and other state-of-the-art solutions becomes imperative. Moreover, as the interaction channels have increased, their seamless management is also necessary.

Here in this article, we will talk about some exceptional customer interaction solutions. We will also uncover some of the latest trends regarding the same.

Omnichannel Customer Interaction

We know that there are different channels for customer direction today. Therefore, Omnichannel customer interaction is a strategy that includes all these channels and ensures that the customer experience across all of them is connected and consistent.

The so-called customer interaction channels can be the brick and mortar stores, social media websites, emails, and even website or app chatbots.

In simple terms, Omni channel customer interaction breaks the barriers between different channels. The customers can interact with the brand via different channels while their conversations are synced in real-time across all of them.

For example, a customer can begin a conversation with a business from a chatbot and receive the resolution in an email without providing any extra input in the email.

The use of Omni channel customer interaction has several benefits for businesses.

  • Competitive edge: One of the prime benefits of Omnichannel customer interaction is comparative edge. Statistics suggest that brands with top Omnichannel customer engagement see a 9.5% increase in revenue. On the other hand, brands with a poor Omnichannel strategy see a revenue boost of just 3.4%.
  • Builds brand identity: If you aim for omnichannel customer interactions in your business, it will help you build a unique brand identity.
  • Customer retention rate: Another significant advantage of having an Omnichannel customer interaction is a boost in customer attention rate. Omnichannel customer engagement strategies help businesses retain 89% of their customers.
  • Better reach: It goes without saying that with an Omnichannel customer interaction strategy, your business can have better reach. For example, if a person is not active on his or her email but is a regular social media user, they can interact with your brand via social media apps. Thereby allowing them to interact with your customer service. Statistics suggest that resolving customer queries on social media can boost revenue by 20-40%.
  • Quality data collection: As per statistics, 31% of users stay loyal to a brand because of personalized experience. Now, to ensure that your customers get a personalized experience, you need quality data. This is where an Omnichannel communication strategy can help. Customers provide a lot of data while interacting with different channels. As data across all the channels is unified, you can analyze it to know customer preferences, behavior, and reactions.

Though the concept of an omnichannel customer interaction strategy is pretty lucrative,  implementing such a strategy comes with several challenges.

  • The number one challenge is the lack of integration and consistency. As all the channels need to be synchronized, it becomes tough to integrate them if they are from different vendors. Moreover, maintaining consistency in unified communication across various teams also poses a challenge.
  • The second challenge that omnichannel customer engagement faces is the availability of the right tools and resources. People with the right skills are required, along with powerful software to manage, monitor, and optimize campaigns. Therefore, only big businesses can invest in such a strategy.

With the right omnichannel customer engagement solution, you can Increase process efficiency,  customer experience and business revenue.

What are the Various Customer Engagement Strategies?

If we take a deeper look into the concept of Omnichannel communication, it involves several aspects that ensure customer journey optimization. These strategies can help improve customer experience.

  • Personalization and Customization

Personalization is the primary arrow in your quiver. No matter if you are an eCommerce business, manufacturing business, retail or something else, your contact center solutions or customer service solutions should include personalization features.

As per McKinsey, 76% of customers get frustrated when they don’t receive a personalized experience. Therefore, invest in an omnichannel solution that has data collection and analysis features to find the preferences and needs of the customers.

  • Proactive customer support

Proactive customer support includes anticipating and aiming to resolve the issue of the customer before it becomes a primary problem. For example, sending a notification to the customer to renew their yearly subscription. Sending an alert to the customer to make the purchase before the offer period ends.

Proactive customer support reduces negative experiences and boosts customer satisfaction.

  • Feedback and surveys

Feedback and surveys are an excellent way to know what your customers think about your products and services. It helps in improving your product and services and also boost customer experience.

Other than these, there are many more strategies. However, not all of them would fit as per the current industrial scene. You need to implement strategies based on changing customer experience trends.

Artificial intelligence, or AI, is one of the primary technology trends that is affecting almost every industry sector. In the customer service industry, several advanced communication solutions are backed by AI. The perfect examples are AI-based chatbots and assistants.

How AI Can Revolutionize Customer Interaction and Engagement?

Many of you may have heard of AI-based chatbots. However, the use of AI in customer interaction and engagement is not limited to chatbots and assistants.

  • AI chatbots: In the world of AI chatbots, it can be a first line of defense against customer queries. AI chatbots can work 24/7 and handle simple to complex queries, like tracking orders, booking a ticket, cancelling an order, etc.
  • Predictive Analytics: Predictive analytics is an exceptional application of AI. With the analysis of current and historical data, brands can know about the preferences of the customer. Further, it can also estimate purchasing patterns and target users with personalized recommendations.
  • AI-powered Call Centre agent: AI-powered call center agents or AI voice assistants can be super helpful in assisting customers. The best thing about an AI-powered call center agent is the speed of the task. Moreover, they can be easily scaled as per needs.
  • AI-driven Speech Analytics: AI-driven speech analytics tools are employed to analyze customer-agent interactions in real time. They transcribe and monitor conversations, identifying keywords, phrases, and trends. Speech analytics helps contact centers detect compliance issues, capture insights about customer preferences and pain points, and provide valuable feedback to improve agent performance.

GITEX Dubai 2023

GITEX (Gulf Information Technology Exhibition) 2023 is a grand event taking place in Dubai. As per the latest news, over 14 tracks of exhibition will be there based on several industries like Cybersecurity, Data Economy, Digital Cities X AI, EdTech, Energy, etc.

AI will be the primary theme of the exhibition, and over 3,500 AI startups and enterprises will be participating. It will feature 500 hours of AI debate. Elision is one of those AI enterprises that will be participating in the GITEX global events. GITEX Dubai Dates are 16-20 October 2023. Meet us GITEX Global!

Loading

Contact Us

Our experts can resolve your customer engagement issues

Book a free consultation with our expert and see why more than 25000 users across 50 countries trust Elision for their communication needs.
Contact Us