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Category Archives: Contact Center Solution

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Why You Must Shift to Cloud Call Center Solution?

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You Must Shift to Cloud Call Center Solution

Cloud call center solutions are in use for ages, but now people are adopting it massively. If you are still thinking about whether you should shift to a cloud call center solution or not, this article will help you resolve this dilemma.

In this article, you will learn about the top 5 reasons to shift to a cloud call center solution:

1. Go remote or onsite, whichever approach you like

Cloud call center solution is your call center software installed on cloud space instead of in-house servers. It takes all IT infrastructure with this software on the cloud space. It means with the valid authority, you and your staff can access the call center software from anywhere. There are built-in security mechanisms available in major cloud hosting players such as Google Cloud, AWS (Amazon Web Server), etc. Moreover, your provider or network professional who installs the software on the cloud will enable further security walls to make sure the software, data, and their access are always well protected.

This lets you adopt a remote or in-house working environment based on your convenience. You can also shift from one to another without any extra steps. This is the flexibility of cloud software.

2. Enjoy the benefits of quick scalability

You do not use hardware to host and run your cloud call center software. Thus, scaling up the software is very easy and super fast. You can, in fact, scale up and scale down quickly. For example, if you are handling festival traffic, you can increase the capacity of handling call volume. As soon as the traffic decreases, you can scale down the capacity.

If you want to install one more instance of a call center software for another branch of your call center, you can make it live in some hours, unlike on-site call center software installation, which may take days or weeks.

3. Pay as you go

One of the amazing benefits of using a cloud call center solution is the pay as you go model. This model is not available with all cloud hosting providers, so choose one wisely. You can also take the advice of your call center software provider. For example, AWS offers the pay as you go model. Thus, you only pay for the usage of the software unlike physical servers, which demand a fixed cost.

4. Reduce maintenance expenses

The cloud call center solution setup keeps everything on the cloud. You will not have any hardware related to this software to take care of. Of course, your agents and supervisors may use computers, headphones, etc. However, there will not be physical servers to handle the software. Thus, you will not need to invest much in maintenance.

5. Adhere major compliances

Renowned cloud hosting providers know different compliances and legislation set for different software and its usage. Thus, they usually adhere to all compliances such as HIPPA, TRAI, etc. Depending on the country you use the software and the cloud hosting provider you use, you might need to take some more steps to enable these compliances. Some make them default for all.

We offer a cloud call center solution. Contact us to know more about it and to get it.

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We Delivered Smart Solutions to Agra Smart City

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We are glad to announce that we have delivered smart solutions to one more Indian smart city, namely, Agra.

We have already deployed the whole ecosystem made of smart city solutions in Agra. Moreover, designated Agra government departments and all citizens in this smart city have been using these solutions flawlessly.

The Agra smart city uses our smart city solutions for multiple use cases such as spreading awareness about the COVID 19 to citizens by playing an IVR message to providing them the required support during the case of a medical emergency, fire hazard, etc. Citizens can also use the implemented smart solution to share their concerns, feedback, appreciation, etc.

Agra smart city also uses smart city solutions implemented by us, Elision, for internal communication between different departments.

Let us give a brief of two major smart city solutions deployed in the Agra smart city and which are currently in use:

1. IP PBX Solution

Unlike traditional IP PBX software, it is a personalized and feature-rich software. It is providing the required communication and collaboration tool for different departments of this smart city in India.

IP PBX Solution has a wide array of features, which are not available with traditional telephony solutions such as call forwarding from a landline to the mobile phone number, ring group to ring multiple numbers until someone from the group picks up the call, IVR (Interactive Voice Response) to play interactive voice messages, etc.

The team members can use it for internal communication as well as to communicate with any external landline or mobile phone number. As in India, rules of TRAI (Telecom Regulatory Authority India) are strict about VoIP usage; we have implemented PRI lines and gateways. This assures compliance with Indian law related to telecom, which is set by TRAI.

2. Call Center Solution

To let citizens or anyone in Agra communicate with the designated departments by calling on a predefined helpline number, we have deployed a call center solution. Unlike a traditional call center software solution, it is completely customized and enhanced to meet the ecosystem of a smart city in India.

This call center solution lets multiple operators take calls in parallel and provide the required support or answers. For example, in the situation of the COVID 19 pandemic, if someone calls to ask for an ambulance, the helpline center will pick up the call via this call center software and will do the needful to send an ambulance to the caller.

This is just an example, from giving an answer to taking complaints, this call center solution can be used for all types of communication between citizens or tourists and the designated government departments in the Agra smart city. Similar to the IP PBX solution, we have also made the required configurations to comply with the TRAI rules to use this call center software and all its features.

We have also performed the required integrations to provide a complete ecosystem of smart city solutions to Agra.

We have provided onsite services to deliver a seamless experience.

Smart city solutions can be used in any smart city or business to empower them. Contact us to know more.

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Elision Launched Cloud Call Center Services

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We are glad to announce the launch of cloud call center services in India. It means any Indian call centers and businesses can now use SaaS (Software as a Service) model based call center services.

Call centers in India or any businesses interested in using a powerful call center software solution can take advantage of this service.

Key benefits of using this call center services are listed below:

  • No huge investment required in buying a call center solution
  • No investment required in hosting the call center software
  • No investment needed in software maintenance and upgrade
  • Access to all features of the call center software
  • Access to features that let you run a call center remotely with high security and productivity
  • Easy to scale up or down
  • And many more

The offered call center solution is a cloud-based solution that gives amazing benefits of cloud solutions as well.

We are glad to share that it is furnished with an amazing range of features and add-ons to benefit users of this offered cloud call center services such as:

  • Complete call center suite with omnichannel call center software features including WhatsApp messages, SMS, etc. to let you take advantage of unified communication
  • Inbuilt mini CRM solution to let you personalize your communication and deliver the best customer services
  • DialShree Mobi app, Work from Home add-on and cloud solution to let your agents work from home and let you enjoy the advantages of the remote work model
  • High availability with well-configured load balancing and failover support with SLA Service Level Agreement) to make sure that you get access to the software all the time and system stays up and running
  • Access to amazing add-ons to let you take advantage of competitive features such as,
    • Call recording with custom features
    • Keyword spotting in recorded calls
    • Voice broadcasting
    • SMS broadcasting
    • Agent screen capture
    • IP PBX
    • IT help desk ticketing
    • Text to Speech (TTS)
    • Sticky agent

We will also offer packages with unlimited calling to let you enjoy the boundless experience of this competitive cloud call center software.

It is very easy to get started. All you need to do is, contact us. Our team members will get in touch with you and do the needful to give access to this best cloud call center software. Without any huge investment, you will be able to enjoy the features of this best call center software.

Furthermore, you will have the benefit of Pay as You Go model and amazing features of this feature-rich omnichannel call center solution. So what are you thinking yet? Contact us to have more details.

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Why VPN Access to Call Center Solution Is Not the Right Choice for Remote Work?

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Avoid VPN to Access Call Center Solution Remotely

A majority of call centers are adopting work from home work model similar to many businesses. There are two effective ways to securely access call center solutions from remote locations, so agents and supervisors can work from home.

  1. Access call center solution via VPN (Virtual Private Network)
  2. Use cloud call center solution

Generally, accessing call center software via a VPN sounds like an easy option, but let me tell you, it is not the right thing to do.

Let me explain the top reasons to avoid using VPN access to the call center software:

1. Waste of time

People are adopting remote solutions because of the pandemic faced in the world. Majorly businesses are in ongoing mode and they want to resume the operation earliest possible. Thus, it is necessary for businesses to reduce time overhead. To set up a VPN access to a call center solution, one needs to wait for some weeks unlike using a cloud call center solution that can be up and running within some hours.

Furthermore, you need to train teams to use VPN access to work remotely, and then, agents and managers also need to set up a VPN which would take 30 to 60 minutes at minimum, which further waste significant time.

2. Poor quality of service

In any call center, QoS (Quality of Service) is very important. Customers must not hear degraded voice quality. Also, they should not face call disconnect issues due to bad line. With the VPN based remote solution, unstable connection and poor call quality are often experienced by team members.

3. Scalability issues

Call centers have started working with limited staff even if working from home. Thus, you might start working with some agents and managers on a few campaigns. It means there are fewer members and fewer calls to handle.

However, gradually, you would increase agents as well as calls may get an increase. Here, you need to scale up the capacity of your call center solution. VPN needs to get set up for more users and more calls, it is a time consuming process and you cannot quickly scale up call center capacity which may hamper your business.

4. Waste of money

VPN setup has to be configured by experts only and it is a time consuming job, so it will be expensive to set up a VPN for call center solution access. Moreover, you need to train agents and managers to use it securely which further wastes time on technology training.

Also, the maintenance and operational cost of a VPN based system is quite high compared to a cloud solution which lets you enjoy cost benefits.

5. Temporary investment

As we all know a majority of call centers are adopting work from home model because they want to keep staff safe from the Coronavirus. All resources invested in VPN would be wasted once your resume working on-premises when the Coronavirus gets under control. Thus, investment in VPN would be wasted.

Thus, instead of investing in a VPN, you better get a work from home add-on, a call center dialer mobile app, or a cloud call center solution. Contact us to know more.

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Top 4 Characteristics of DialShree Empower Call Centers

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Top Characteristics of DialShree Empower Call Centers

DialShree is a household name in the call center industry. It is one of the most advanced omnichannel call center solutions. It can be used with traditional call center software features as well as it can be used with futuristic features.

In this article, I would like to share the top characteristics of DialShree: Call Center Solution that makes it the most loved call center software among call centers and it also empowers call centers:

1. Supports server hosting and cloud hosting

Do you want to use a call center solution hosted on your in-house server?

DialShree is the one you are looking for.

Do you want to use a cloud call center solution?

DialShree is the one you are looking for.

DialShree can run as efficiently on an on-premise server as well as it can run in the cloud space.

2. Any third party solution can be integrated with it

DialShree is highly compatible with 98 out of 100 open source and third party software and APIs such as CRM, mobile apps, monitoring solutions, IT help desk ticketing solution, WhatsApp, Facebook, Twitter, etc. You can use a complete solution by integrating any needed solution into DialShree.

3. It supports work from home model really well

DialShree is one of those rare call center solutions that support the work from the home model with the best functionalities and even in extreme conditions.

DialShree Mobi is a mobile app, which offers all features to an agent to work from home by using a mobile app. He can log in to the call center software the same as he can in his web based software. All features from call routing to call dialers, SMS, WhatsApp, Email, call transfer, call mute and un-mute, etc. are accessible in this mobile app. It is also available in the Google Play Store.

Work from Home (WFH) is an add-on available with DialShree, which lets agents work without the internet and the computer or they can use their phone to take calls and use the system to use the features of the call center solution. It is a unique add-on with unique and helpful features.

4. It keeps on offering competitive features

We, at Elision, believe in offering competitive advantages to our clients. Thus, we have built the most competitive call center software solution of its time, called, DialShree. DialShree is one of the first call center software solutions that support unified communication.

DialShree is one of the call center solutions that allowed call center WhatsApp integration to use WhatsApp Web features within the call center software and there are many more futuristic features and functionalities that are adopted and provided to its users by DialShree to offer a competitive edge. We are now working on various AI (Artificial Intelligence) related feature development, such as chatbots to furnish DialShree with more competitive advantages.

All in all, DialShree is one of the best call center solutions. It is built to empower call center and any other business that wants to take advantage of the best contact center software. To know more, contact us.

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Cloud Call Center Solution and Its Top 5 Benefits

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Cloud call center software is in use for many years now, but the world novel COVID 19 has increased adoption of it.

In simple words, cloud call center solution is a call center software hosted on cloud space. Similar to all other cloud solutions, the cloud call center solution also lets its users leverage many benefits. In this article, we will cover 5 major benefits of using a cloud call center solution:

1. Remote Access

One of the major benefits of using a cloud call center solution is that it can be accessed from anywhere, at any time. There are many call centers that operate with remote agents in real-time, so it is very beneficial for them to use this solution. Moreover, due to the COVID 19, more and more users have started operating remotely, in these scenarios cloud call center solutions can be really advantageous as it can be accessed remotely.

2. Reduction in cost

Unlike traditional call center software, a cloud call center does not need on-premises servers and other infrastructure to set up this software to run calling campaigns. This reduces significant expenses otherwise invested in infrastructure. Moreover, the maintenance and management cost of a cloud call center solution is very less compared to an on-premises solution. This helps in cutting down expenses and save money to increase ROI.

3. Flexibility

One of the major benefits of using a cloud call center solution is the offered flexibility. The IT infrastructure and cloud space can be purchased flexibly and within no time it can be scaled up and down according to the requirements. It means in the peak season, the call centers can increase the space and can reduce the space as soon as the season is over. This flexibility is available only with the cloud solution.

4. Higher security

Often, people are afraid of using any cloud solutions because of security reasons, but let me tell you, cloud solutions are very secure. Generally, the call center software provider company makes sure to implement and configure all the required security mechanisms. There are also some default security tools to make sure that your call center software and all data stay safe all the time.

5. Increase agent productivity

Agents can access this software and all features available in a cloud call center solution from anywhere. This makes sure that work does not stop. Also, the quality of the call and amazing features to deliver the best customer services help call centers to boost the morale and performance of its agents. Thus, with a cloud call center software solution, a call center can receive an amazing increase in individual and overall productivity.

In a nutshell, there are many benefits of using a cloud call center solution. However, to leverage all benefits, you need to make sure that you choose the right software and a reliable provider. We offer one of the best cloud call center solutions and we can help with ongoing services. We can help you gain advantages from a cloud call center solution. Contact us.

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We Delivered Smart Solutions to Gurugram Smart City

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We are glad to share that we have delivered smart solutions and supportive services to one of the Indian smart cities, namely, Gurugram.

Gurgaon, now known as Gurugram, is one of the well known smart cities in India. GMDA (Gurugram Metropolitan Development Authority) planned a strategic transformation of this Indian city to become a smart city. To transform it into a smart city, multiple infrastructural and procedure related changes are carried out.

Gurugram launched a centralized and seamless process for concern escalation and quick resolution. To implement this model, to make this smart city smarter, Gurugram selected the smart solutions offered by us, Elision Technologies Pvt. Ltd.

From playing a voice message to spread awareness about the COVID 19 to let citizens call to get support for the COVID 19, ask questions related to the issues they face, escalate various concerns, and ask for help, everything is now quick, easy, and streamlined.

Gurugram, smart city in India uses our following solution to streamline processes and give an assured solution within minimum time and send quick help to anyone who calls on the given helpline numbers.

Call Center Solution

Based on the needs of the Gurugram to provide help desk and support services, we have installed a feature rich and advanced call center solution. Our team lead and VoIP engineers personally visited the city and performed the process of complete installation and training of the call center solution.

This call center solution is in use by Gurugram to attend concern calls as well as to run an outbound campaign for the surveys, generate awareness, etc. more productively.

IT Help Desk Ticketing Solution

Along with a call center software solution, we have also provisioned a personalized IT help desk ticketing solution. This solution lets the operator, who attends the call for any kind of support, raises a support ticket. The citizen who raised the request or concern receives the ticket number for future tracking and follow-ups, if needed.

Citizens can also raise a ticket by using a mobile app or a website available to escalate an issue or concern as well as to ask for any kind of support. There are multiple integrations between different IT solutions and software, which are made by our team to create a unified solution that commands the whole process of support.

Moreover, our VoIP experts have also introduced automation in multiple operations such as the automated assignment of the ticket to the concerned executive in the concerned department.

Our team lead, business head, and VoIP engineers made sure that every system works flawlessly and all officers know how to use this software efficiently. Thus, our engineers had given on-site installation, training, and support services.

Gurugram smart city uses our smart solutions and we are glad to share this. This smart city is also taking advantage of our expertise in building smart solutions within the least time.

Here you can read the complete case study on Gurugram Smart City Using Elision’s Smart Solutions

We can furnish any city, state, and even company with smart solutions. Contact us to know more.

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WhatsApp into Call Center Dialer and Its Major Benefits

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WhatsApp in Call Center Dialer and Its Major Benefits

Call center solutions are now becoming more advanced in terms of features and functionalities. The primary functionality of a call center solution is to offer reliable communication tools and thus, call center dialers are now adding more and more communication channels in it to offer an omnichannel call center solution to its users.

WhatsApp has gained massive popularity as a communication tool and that is why it is considered as a must have communication channel in any software claim to offer unified communication. Call center solution providers like Elision offer WhatsApp integration in call center dialer.

What is call center WhatsApp integration?

Integrating WhatsApp solution in the call center solutions, so all features of WhatsApp web can be accessed via call center dialer is called call center WhatsApp integration.

This is an add-on and offered to the call centers that want to take advantage of WhatsApp as a communication channel. If you run a call center, then let me share the top benefits of using a call center dialer with WhatsApp:

1. Strengthen business brand

Any business that adopts unique offerings surpasses the competition. Any business thinks about the problems faced by customers and comes up with a solution becomes a favorite brand of customers. The call center industry is not an exception here.

One of the pain points of customers calling to customer care centers is a long hold time in the call queues. It becomes even more painful when customers need to pay per minute to be on the call. Adding WhatsApp communication channel in the call center dialer helps in assuring one thing. Customers no longer need to stay on hold. They can send a WhatsApp message and go back to their routine until the agent is connected. This ease of receiving customer support increases brand popularity amongst users.

2. Reduce expenses

Call center WhatsApp integration is a onetime investment. Then, there is no additional expense to maintain this integration until and unless a call center using it needs further changes in the solution. There is a single number integrated into the call center dialer and all agents can communicate with hundreds of customers with the same number.

The call center does not need to buy multiple business WhatsApp accounts or phone numbers. Furthermore, an agent can handle multiple customers, thus, the cost otherwise invested in increasing seats for a call center solution can be saved further. This is how in multiple ways expenses can be reduced.

3. Increase ROI

Integrating WhatsApp in the call center dialer to provide another channel for communication leverages multiple benefits. Major benefits are listed below:

  • Reduce expenses
  • Increase customer satisfaction
  • Boost marketing campaign results
  • Improve agent productivity
  • Better resource utilization

These benefits further help in assuring increased sales. This ultimately enhances returns over investment.

We have expertise in call center solutions and all facets of it. We can provide call center WhatsApp integration, so you leverage multiple benefits. Contact us to know more.

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Tips to Use Skills based Routing Efficiently

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Tips to Use Skills based Routing Effectively

Almost all modern call center software is equipped with a variety of call routing rules to increase agents’ productivity and customer satisfaction. Skill based routing is one of the advanced call routing features that will let you utilize the full potential of your agents. That’s the reason almost all call center solutions come with this feature.

Having skill based routing feature doesn’t finish your job. You have to take certain steps to make the most out of it. To help you assure that you use your skill based routing efficiently. Here is a step wise guide.

1. Build a skill set and map it to the agents

Each call center would need different types of skills in its agents. Some skills can be taught as part of training programs and some are prerequisites in an agent before awarding him a job. Your agents will have multiple skills such as, speaking multiple languages, taking care of different types of concerns, etc. You should make a list of skills that are most important to handle calls effectively and map those to the agents that hold those skills.

2. Create call routing rules for skill based routing

The skill based routing automatically route the call to the most skilled agent, but for that, you have to define the call routing rules. When you start using a call center solution, it will not know the details of your agents and their skills. Thus, you have to configure rules for the same. You can take the help of your provider to set these rules for you.

3. Monitor and Fine-tune

Don’t just sit back after setting the skill based routing; to assure it is working at its best, you must monitor the call logs and voice recordings. Review how it is going. A well configured skill based routing will show the following results in the call reports:

  • Reduced hold time
  • Reduced call transfer ratio
  • Reduced call handling times
  • Increased first call resolution (FCR)

If you see you are not achieving noteworthy results, you can reconfigure the skill based call routing rules and also arrange training sessions for your team to increase and improve their skill set.

Conclusion

These are the three steps that you should follow in a step-wise manner to assure your skill based routing is working effectively.

Looking for more details or feature rich call center solution? Contact us.

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Use Cases of Call Center CRM Integration during the Pandemic

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It’s been a while, but there is still no effective cure or vaccine available to deal with the world novel Coronavirus. Still, millions of people are sick because of this disease, and thousands have lost their lives. Even if the COVID 19 is not really under control in a majority of countries, the governments have started lifting the lockdowns. There are some safety measures advised to stay safe. However, the best safety measure is to avoid going out as much as possible.

There are multiple digital tools, which can be used during this pandemic to work from home and still effectively. Today, we will talk about one of as such tool which is a CRM integrated call center solution. You will learn how you can use call center CRM integration based solutions during this pandemic to keep your business operational.

1. Run lead generation and sales campaigns

Pandemic or no pandemic, an increase in sales is the key to success and it is vital for any business. Thus, each business has to run campaigns to generate leads for new business and convert them into a paying customer. The solution made available with call center CRM integration can be really useful here.

Knowing the prospect’s details and personalizing sales pitch accordingly can help you grab the interest and attention of the prospect. This further helps in generating more sales. Moreover, based on the available information fetched from the CRM system during a live call, agents can also try to generate more sales with cross-selling and upselling.

2. Provide customer support

Providing great customer support is important in any condition, but the world novel Coronavirus pandemic has made it even more crucial. It is necessary to retain existing customers to receive repeat business and revenues. To do so, you need to provide excellent customer services.

Call center CRM integration can be very useful in this condition. Agents can view all information of the customer on the call that needs support to resolve his concerns. This information can be used to give more confident answers to the customers and to delight him with better services.

3. Get closer to your customers and prospects

Call centers can also run different campaigns to consolidate their relationship with customers. By sending a message using voice broadcasting feature or by running a survey with a survey feature available in the call center solution.

Running selfless campaigns to know about the wellbeing of customers can create a feeling of being valued and this helps in building a strong bond with the customer. The survey can also be executed to know more about customers’ likes and dislikes about your offering. The collected information can be used to enhance your offerings as well as add other products to increase sales.

Call center CRM integration offers a more advanced system to delight customers and convinces prospects. During the pandemic, it can be even more useful. We offer call center CRM integration for all different call center solutions and CRM systems. To know more, contact us.

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