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Category Archives: Contact Center Solution

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Guide on Cloud Contact Center Solution

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Cloud Contact Center Solution

The call center industry is very big and there are many jargons in this industry. Often people get confused or take two different terms as synonyms. We, being one of the leading call center solution providers, bring today an article on the topic of cloud contact center solution.

In this article, we will share all require details related to cloud contact center solution which will help you understand it and all other interrelated facts related to the same.

What is Contact Center Solution?

Before we understand the cloud contact center solution, it is necessary to understand what contact center solution is. People often use call center solution and contact center solution terms interchangeably which isn’t right.

The contact center solution is an omnichannel solution which supports multiple communication modes required by large scaled enterprises and contact centers. The contact center solution can have communication modes like, audio call, video call, chat, SMS, email, fax, etc.

Read more about Call Center Solution vs. Contact Center Solution

What is a Cloud Contact Center Solution?

It is a contact center software which gets hosted in the cloud space. This cloud space can be any cloud space such as, AWS (Amazon Web Server), Google Cloud, or any private cloud hosting service provider.

Top 7 Benefits of Cloud Contact Center Solution:

There are many benefits of using the cloud contact center solution. Let me share top 7 benefits of using this type of contact center software:

  1. It gets installed fast and easily
  2. It makes infrastructure management easy as well as less expensive
  3. The scalability of the cloud contact center solution is very high as the cloud allows quick scale up models
  4. It can be accessed from anywhere and at any time
  5. One doesn’t need to invest much on maintenance of cloud contact center solution and infrastructure
  6. It is very flexible, especially, when it needs to cope up with the changes in the businesses
  7. The operations cost can be reduced if the cloud contact center solution is hosted correctly; and the cloud space is optimized by the cloud experts.

These are the top 7 benefits of using the cloud contact center solution.

When you think about using the cloud contact center solution, one thing you must give extra attention to is the security concerns. The cloud infrastructure service providers often take required actions to assure the best services, but still, the cloud space is prone to get attacked by the hackers.

Thus, it is very important that you take help of call center solution experts to add security mechanisms (more than a firewall) to keep your cloud contact center solution protected. Furthermore, get a high availability contact center solution set up so you can recover fast if your system gets compromised due to any reason.

We, at Elision, offer the best cloud contact center solution as well as we have expertise in setting up a high availability solution. Contact us to know more and get a free demo of the call center software.

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Call Center Solution: Futuristic Features

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call center software

Call center software is a major contributor to the success of a call center. It helps in increasing productivity of agents in the call center, which increase the customer satisfaction. In summation, it increases the revenues and ROI of the call center. This is the reason it is worth investing in the best call center solution.

There are many call center solutions in the market which claim to be one of the best call center software. However, often many of these call center solutions miss the most important features which are needed to bypass the competition and gain other benefits one would expect from the call center solution.

Of course, the call center solutions usually have the basic features, but what’s more important is to have is the futuristic features which give the business of call center a competitive edge.

In this article, I will share the top 5 futuristic features, which your ideal call center solution must have:

Advanced Call Routing Rules

Almost each call center software claims to have the most advanced call routing rules, but the fact is many of those miss to have the modern call routing rules. Remember, Advanced Call Distribution (ACD) and Automated Call Distribution are not enough these days. You need more to keep the call wrap up time less. Two must have call routing rules are briefed below:

Skill based call routing

The call gets routed to the agent who seems to be the perfect fit to handle the customer / prospect call.

Sticky agent

This call routing rule routes the call of the call center to the agent who talked with the customer last time. It means the same agent handles the same customer.

Both of these call routing rules have proven to be really effective in the process of increasing customer satisfaction and agent performance.

Advanced dialers

Auto dialer and manual dialer are the basic dialers and almost all call center solutions have these two types of dialers. However, they must have dialer to utilize the maximum potential of your agents is the predictive dialer.

The predictive dialer predicts well in advance about when an agent will get available to attend the next call and if X number of calls are dialed, how many will actually get answered. This smart call center solution algorithm makes sure the enough calls are dialed and assigned to the agents so all agents stay occupied and productive.

Support for on-premises and cloud hosting

The world is moving to cloud now. However, the model of call center software hosting depends very much on the business model and other related factors. Also, the business aspects change too often. Thus, you must get the call center solution which can be hosted on the cloud infrastructure as well as on the server in your business premises.

These are the top 5 traits of features an ideal call center software must have to match pace with the changing trends.

We have the most advanced call center solution in the industry, which has many features that make it the best call center software. To get more details and have a free demo, contact us.

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Popular Integrations in Call Center Solution

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Popular Integrations in Call Center Solution

The call center software comes with a wide array of features, but businesses and call centers often use multiple solutions for daily operations. The integrations of the other solutions in the call center software can bestow many benefits. In this article, we will talk about the top integrations possible with the call center solution.

Call center software is a complete solution provisioned with a wide range of features. The call center solution can be used to run any type of sales or customer care related campaigns.

In the industry, many companies and call centers use the best call center solution to take benefit of the inventions of the technology. Along with the call center software, the companies also use some other solutions to take care of the daily operations and communication.

The technology experts provide integration of the call center solution with these types of third party applications and solutions so the businesses can leverage the benefits of one comprehensive system and increase productivity. In this article, I will share about the top 5 integrations within the call center software used by the companies to benefit of their business.

Call Center CRM Integration

The CRM (Customer Relationship Management) solution is often one of the most widely used solutions in the organizations. The CRM system is used to manage the records of the customers and prospects and automate certain operations. The call center CRM integration can be used to integrate both solutions in a way that they work as a single system.

Call Center Social Media Integration

Social media marketing is in demand these days and so many businesses run various social media marketing campaigns. The leads generated via this type of digital marketing campaigns can be automatically added in the call center software with the social media call center integration. The expert VoIP developers can integrate any social media site with the call center software.

Call Center WhatsApp Integration

WhatsApp is also one of the popular social media apps. The reason to keep it separate in this list is the utility of the integration. Once the WhatsApp Call Center Integration is done successfully, the agents can send a WhatsApp message to the customer or caller during or after the live call. This message can be sent automatically based on a trigger or an agent can manually send the same.

Call Center Other Communication Channel Integration

Generally, the call center solutions support voice calls, and that is something a majority of call centers and businesses need. However, there are some companies and call centers that need other modes of communication as well such as,

  • Video call
  • Instant messaging (chat)
  • Email
  • SMS
  • Fax

The call center software development experts can integrate these communication channels within the call center solution to make it a complete comprehensive contact center software which supports omnichannel communication.

Call Center Web Form Integration

The website forms such as, sign up newsletter or contact form can also be integrated within the call center solution. Once the integration is done, all the records fetched through the filled form will be added in the call center campaigns automatically so agents can run different campaigns to take the next steps. This integration can also fetch the partially filled form.

We, at Elision, have expertise in integrating all types of third party software and application within the call center solution. For more details, contact us.

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WebRTC Solution Benefited Call Centers

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WebRTC Solution Benefited Call Centers

The invention of WebRTC technology has brought so many benefits for a wide range of businesses. We can say that the innovators of WebRTC understood the real meaning of communication requirements in today’s era and come up with the best solution.

To be very specific, today’s businesses need the remote communication solution so they can be in touch with their clients all the time. The WebRTC developers have come up with the WebRTC Client Solution, which is developed on top of this technology. The WebRTC client solution supports the real time as well as remote communication. This makes it a perfect solution for any industry.

If we pick up a specific industry, then call center industry has reaped many benefits of this solution. How? Let’s explore in brief. In different countries, more specifically in the U.S.A., work from home culture for the call center is developing at a rapid pace.

Using the WebRTC Client Solution, the call centers can allow their agents to provide support to their customers while working from home. This solution can be part of their CRM or call center solution. The WebRTC client solution can also be used by the call center agents to coordinate with other staff members who might be working from the office or home. This solution offers the features like:

  • Audio call
  • Video call
  • Instant Message
  • File share
  • Image share

The WebRTC can also be used to build the web phone which can be integrated within the Call center solution. Once the web phone is integrated within the call center software, it can be used to handle calls with a seamless mechanism.

In a nutshell, all required features for richer communication are available with the WebRTC based solution for the call centers.

We, Elision, have expertise in building innovative solutions for the call center software using WebRTC technology. We also offer VICIDial customization to integrate web phone in VICIDial. To know more about our call center solution and WebRTC related services, please contact us.

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3 Must Use VICIDial Services from Experts

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VICIDial Customization from expert

The call center industry is immensely huge. There are hundreds of call centers, which keep businesses in many industries running with its customer care and lead generation services. To keep the things going, one need call center solution and often it is seen that people opt for an open source solution to keep costs under control. VICIDial is one of the most popular open source call center software.

There are many call centers all across the world that use the VICIDial solution and why not? It is indeed a powerful call center solution. However, often businesses use only a fraction of the VICIDial solution because of limited knowledge or limited features of this open source call center solution. Thus, I recommend following 3 services related to the VICIDial: call center software from the industry experts:

VICIDial Setup

Yes, VICIDial setup is a straightforward process: Install the software and run it; make some configurations. That is it! Hang on! If you are thinking the same way, let me tell you, VICIDial is a powerful call center software only if you make the current settings and configuration at time of setup instead of just doing ‘next, next and finish’.

The VICIDial experts know these intuitive settings and configuration and that’s why taking their help in setting up this call center solution will result in better ROI.

VICIDial Customization

Being an open source call center solution, it supports a wide array of features, but it misses many must have features. For example, sticky agent is a really important feature and helps in increasing customer satisfaction, but the original version of the VICIDial solution doesn’t have the same.

With the custom VICIDial module development or VICIDial customization, a call center can add missing features in this open source call center solution so the productivity of the agents can be increased to the next level.

VICIDial Maintenance

VICIDial is an open source solution and often the community releases the system upgrade. The system upgrade often results in increased features and better performance of this call center software. However, to take benefit of these system upgrades, the call center needs to upgrade the version as well.

Also, it is necessary to take back-up time to time and perform enhancements of the system. The VICIDial experts assure that the VICIDial solution is up-to-date and your team uses the latest version of the system. Also, they perform regular fine-tuning, backup, and similar activities to benefit the call centers.

Conclusion

VICIDial is an open source call center software, but with expert VICIDial services, it can become as competitive as any advanced call center solution. To transform it into a robust and competitive proprietary call center software, one must use expert VICIDial services.

We, at Elision, have a team of VICIDial experts. We have developed ready to use VICIDial modules and we offer many useful services related to VICIDial. To know more, please contact us.

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Top 3 Must Have Features of Outbound Contact Center Solution

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Top 3 Must Have Features of Outbound Contact Center Solution

Contact center business is at its peak right now, and as per the industry experts it is going to touch new summits in the upcoming few years. This is the right time for any business owner to jump into this alluring business of contact center. There are 3 different types of contact centers:

  • Inbound contact center
  • Outbound contact center
  • Blended Contact center

Today, we will be talking about outbound contact centers. This type of contact center is used for a variety of purposes such as:

  • Cold calling for lead generation
  • Conducting a survey
  • Generating awareness
  • And more

If you are thinking to get into this business, the first thing you must be considering is to get a robust and scalable contact center solution. There is a plethora of options available in the market. However, you have to be thoughtful while making a choice. The top 3 features you must be looking for, in an outbound contact center solution are listed below:

Different Types of Dialer: Auto, Manual, Predictive

The outbound contact center solution must have different types of dialer to support outbound calling campaigns. There are 3 different types of dialers which are most used in the industry.

Manual Dialer, in which, an agent will dial a number manually.

Auto Dialer, in which, system will auto generate a call once current call is finished of an agent

Predictive Dialer, in which, the system will use an intelligent logic and dial a few numbers based on available agents and a specific mathematical formula. This is the best dialer among all, which will ensure to utilize each agent and his time at best. 

Automated Script

This is another vital feature of an outbound contact center solution. The outbound contact center agents have to speak a specific script to pursue the customer or prospect. The automated script feature will pop up campaign wise script while a call gets connected. This feature has to be there to ensure your agents get required script and material and increase revenues or success rate for the contact center. 

Reports

For any call center, a range of reports is one of the most important features. These reports are very much important to gauge the current performance of the contact center, individual campaign as well agent. These reports will help in fine tuning the current performance as well as defining areas to be worked upon for improving future performance.

Above 3 are must have features with a range of other basic features of a contact center system. Elision offers an outbound contact center solution with all top features. To know more about it, contact us.

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How Insurance Companies Can Improve Customer Experience with Contact Center Solutions

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Insurance companies handle a large number of customer interactions every day — from policy inquiries and premium reminders to claims support and renewals. In such a competitive market, delivering fast, reliable, and personalized customer service has become more important than ever.

Modern contact center solutions help insurance agencies streamline communication, improve agent productivity, automate repetitive tasks, and enhance customer engagement across multiple channels.

In this article, we will explore three major ways insurance companies can benefit from using a modern contact center solution.

1. Improve Customer Support & Policyholder Experience

Customer experience plays a critical role in the insurance industry. Customers expect quick responses, accurate information, and seamless support throughout their policy journey.

A modern contact center solution helps insurance companies manage customer interactions more efficiently with features such as:

  • Intelligent call routing

  • Interactive Voice Response (IVR)

  • CRM integration

  • Sticky agent functionality

  • Automated support workflows

For example, sticky agent routing ensures that customers are connected to the same agent who previously handled their account. This improves personalization and reduces the need for customers to repeat information.

Similarly, AI-powered IVR systems allow customers to access information or complete simple tasks on their own, such as:

  • Checking policy details

  • Calculating premium amounts

  • Getting payment information

  • Requesting policy documents

This improves customer satisfaction while reducing the workload on support teams.

2. Increase Insurance Sales & Lead Conversion

Contact center software is also highly effective for running sales and lead generation campaigns.

Insurance agencies can use customer data to promote relevant insurance products based on existing policies and customer requirements. For example:

  • Vehicle insurance for accident coverage customers

  • Health insurance upgrades

  • Policy renewal campaigns

  • Cross-selling and upselling opportunities

Insurance companies can also run awareness campaigns for newly launched policies and engage both existing customers and new leads through automated outbound communication.

Features like predictive dialers help agents improve productivity by automatically dialing multiple numbers based on intelligent answer-rate calculations. This reduces idle time and allows agents to focus on meaningful customer conversations.

With omnichannel communication capabilities, insurance providers can also engage customers through:

  • Voice calls

  • SMS

  • Email

  • WhatsApp

  • Automated reminders

This helps improve lead conversion and customer engagement rates.

3. Use Customer Data for Smarter Business Decisions

Modern contact center solutions generate detailed reports and customer interaction insights that can help insurance companies make better business decisions.

The system logs customer conversations, campaign performance, agent activities, and customer behavior patterns in real time.

These insights can help businesses identify:

  • Which insurance policies perform best

  • Which regions generate more sales

  • Which agents achieve higher conversions

  • Common customer concerns and service trends

Using this information, insurance companies can optimize sales strategies, improve customer service processes, and create more targeted marketing campaigns.

Advanced analytics also help management teams monitor agent performance, improve operational efficiency, and enhance overall customer experience.

Enable Remote Insurance Operations

Modern contact center platforms also support remote and distributed teams.

With remote agent functionality, insurance agents can handle customer interactions from any location using their phone or internet-connected device — without needing to sit in a centralized office.

This flexibility helps insurance companies:

  • Support remote work models

  • Expand operations across locations

  • Improve agent availability

  • Ensure business continuity

Conclusion

A modern contact center solution helps insurance companies improve customer communication, streamline operations, and increase sales efficiency.

From customer support and policy renewals to lead generation and analytics, insurance providers can use intelligent communication tools to deliver faster, more personalized, and more seamless customer experiences.

As customer expectations continue to evolve, adopting advanced contact center technology is becoming essential for insurance companies looking to improve engagement, productivity, and long-term business growth.

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How to Choose Call Center Software for Small Businesses?

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call center software

Be it a small business or a big one, nowadays incorporating a call center solution is a must do thing. The first problem for a small business is to decide upon the budget for the call center software. A very few businesses can strive without call center software.

For businesses which are based on client interactions, need a proper call center solution in place which is empowered with all advanced features. There are many options available in the market, but the selection of call center solution requires thorough research. A small business cannot afford to invest a huge amount in a call center solution.

Even if it does, it must ensure the acquisition of call center solution results in a good profit. Here are some simple ways by which an SMB can choose the perfect call center software for their company.

  • What are the business requirements for call center software?

First and foremost the business requirements for a call center solution are needed. What type of call center services will be apt for the business determines the type of the call center solution required? It could be a telephonic discussion type or message-oriented service. Whichever way it is, accordingly the call center solution needs to be selected.

  • Will the call center solution meet the requirements and provide something extra?

The next step is to determine if the call center software is catering all the needs of the small business. If too many as such solutions are meeting the criteria, the determining factor will be if the call center solution is giving some extra services and how it will be beneficial for the business. If it provides to do some of the regular work based on automation, it is an ideal call center solution.

  • What is the maximum amount that can be spent on a call center solution?

Another main reason why it is necessary to scrutinize and check for the best call center software is the budget. The call center solutions can be expensive and to get the best within small budget thorough research is required. All the features and benefits should be taken into consideration.

  • Are the reviews of the call center software positive?

Another thing that can help to determine the right call center solution is to check the reviews of the customers and how the feedback are. If a majority of reviews dealing with small businesses has positive feedback, then it might be the best option to go with.

The call center software provides a reliable solution to a huge number of problems to a small business. Also, it increases the efficiency of many operations. Thus, spending some time and resources over choosing the best call center solution is worth!

Looking for the best call center solution? We have developed a complete omnichannel call center solution that has all features to benefit a small business. For more details, contact us.

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DialShree: Best Call Center Solution for Indian Call Centers

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Dialshree Best Call Center Solution for Call Centers in India

India is one of the countries which have many BPOs, KPOs and call centers. The country has many well established call centers as well as it has many emerging call centers. As we all know lifeline of any call center is the call center solution. Thus, we would like to share about one of the best call center solutions for Indian call centers. We are talking about DialShree.

DialShree is used by many big brands in India such as, Tech Mahindra, AEGIS, CarDekho, PMC bank, Prudent, SVC bank, TATA Housing, CIMS, IndusHealth, etc., which prove its worth as the best call center solution India. I would be glad to share the top reasons which make it the best call center solution India and makes us the best service provider.

TRAI Compliant

We have developed this call center solution by keeping the rules of Telecom Regulatory Authority of India (TRAI) in mind. It means it adheres all law an Indian call center should follow. It works on both, PRI and SIP lines. Also, we have been offering the call center software to Indian customers for more than a decade, so we will guide you to set up the call center by keeping all aspects in place. This assures you don’t need to worry about the legal aspects.

Turnkey solution

We are the only service provider that offers a turnkey contact center solution India. We not only provide the call center software, but we also provide all required hardware to set up the call center. It means you will have a single vendor who will take care of your complete need. You will not need to find and manage multiple vendors.

On-site services

For call centers in India, we offer on-site services, if requested. It means our VoIP experts will come to your premises to install the call center solution along with the hardware. They will make a complete setup for you. Furthermore, if you want ongoing support, we put the on-site engineers as well. Again, we are the only service provider in India who offer this service.

Feature rich call center solution

Our call center solution is provisioned with all required features. In fact, it is one of the most advanced contact center solution. There is not any single feature which you would miss in the DialShree.

Scalable call center solution

We have developed DialShree in a way that it offers amazing scalability. Here, we are not talking about only increase of agent seats and concurrent calls, but we are also talking about the functional scalability. You can integrate any third party API or software within it to increase its power.

For example, web form integration will add all leads from your web form to the call center solution to run a calling campaign. The social media integration will fetch all leads and add in your call center software to run a campaign on it.

Affordable rates

We understand everything should fit into the budget. Thus, we have made sure that you get all required features in our call center solution and we have kept the advanced features separate to provide the additional value added functions as modules. This way the call centers in India can decide which additional features they want and pay for only those features.

These are the top 5 facts which make DialShree the best call center solution India. It has already proven its worth in the Indian call center market by being the lifeline of our clients that use it in their call centers. If you still have a doubt, contact us to get a free demo and answers to your questions.

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What Is Call Center CRM Integration? How It Works?

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Call Center CRM Integration and Its Types

Call center solutions are used to run various lead generation, lead nurturing and customer support campaigns. Earlier the call center solutions were so expensive that only big companies, BPOs and KPOs could buy the call center software to run their campaigns.

However, these days the technological advancements and the reduced calling costs due to VoIP based call center solution, the call center software is available for all sized businesses. Likewise, the CRM system is another important and cost effectively available solution, which is used to manage the lead information and data.

Do you know that integrating these 2 different and highly powerful systems together can help you increase your agent / executive productivity, customer satisfaction and overall business?

The Call Center CRM integration is possible and this integration usually happens in a way that your team can use the major features of both of these solutions within a single window. They don’t need to switch back and forth to use these two systems.

If you are completely unaware of the concept of Call Center CRM Integration, please read, Complete Guide on Call Center CRM Integration.

What Is Call Center CRM Integration?

In simpler words, integrating one of these solutions in another one in a way that the major features of that system can be used within a single system is called call center CRM integration. Moreover, it automates some actions to remove the necessity to perform redundant actions.

How Call Center CRM Integration Works?

This integration of the call center software and CRM system can be done in two different ways.

1. CRM integration within call center solution

Here the integration is performed in a way that major features of CRM system are accessible within the call center software. It means when a call is connected, the agent / executive can see a popup which will show all details related to lead which are stored in the CRM system.

Moreover, whatever changes made within the call center solution in the lead data will be updated in the CRM record automatically. This integration can be done in a way that the disposition and campaign leads created in the call center solution can automatically get added in the CRM system.

2. Call center solution integration within the CRM system

In this case, the VoIP experts integrate call center dialer aka call controls in the CRM system. Moreover, the click to call functionality will be added in the CRM system. Once this type of call center CRM integration is done, the executives / agents can click on the lead data to generate a call to the lead.

As soon as the call is dialed with the click2call functionality, the call center dialer will be popped up with the basic features like, mute, un-mute, call transfer, call hold and retrieve, etc. As soon as the call is finished, a disposition-box will popup so the status of the call can be added.

These are the 2 different ways of the CRM call center integration. One can be chosen based on the usage of these 2 systems by the company. Alternatively, take help of the expertise of the service provider to assure you choose the best option.

We have helped many businesses with our call center CRM integration services and we have expertise in integrating any call center solution with any CRM system, including, open source and proprietary. Contact us to know more about it.

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