Fraud Blocker

🚀 1600-series is mandatory, not an option anymore.  Know more

Category Archives: Call Center Solution

Older posts
Newer posts

How the Cloud Call Center Simplifies Call Center Management?

Posted on by
How the Cloud Call Center Simplifies Call Center Management

In the past decade, many revolutionary changes took place in the call center software industry. From integrating many powerful communication channels into the software to making it more powerful with call center CRM integration, there are many innovations that happened to empower various industries and call centers. One of the most amazing innovations is the cloud call center solution. It empowers call centers notably, by simplifying call center management.

What is a cloud call center?

A call center, which uses a cloud call center solution to run its inbound, outbound, and blended calling campaigns, is known as a cloud call center. A cloud call center can use any standard or advanced call center software. The only yet major difference is it gets installed on the cloud space instead of on-premises servers.

How cloud call center simplifies call center management?

The simple answer is by using a cloud call center solution.

To understand how it happens, let’s check the major benefits of cloud call center solution, which contribute to the simplified call center management.

1. Swift setup

Unlike on-premises call center software, cloud call center solution does not need heavy servers, physical office space, wiring, and other hardware to install a call center software. It gets installed on the cloud space. As the name suggests, it is lightweight and it does not need a physical server. Therefore, the installation and setup of the call center solution are extremely fast and hassle-free.

This characteristic makes sure the operations related to call center management do not involve any additional efforts to manage and maintain heavy hardware or server.

2. Remote access

One of the major advantages of a cloud system is that it can be accessed remotely from anywhere, at any time. This enables call centers to run operations remotely by working in a virtual environment. The cloud call center solutions are not only remotely accessible, but also securely accessible from remote locations.

3. Low installation cost

As mentioned in the above two points, cloud call center software does not use any excess hardware or set up. This lowers the cost otherwise needs to be invested in buying and maintaining hardware, physical servers, etc. Furthermore, if a call center chooses to operate from a remote location, then it further reduces the cost of maintenance and management of computer systems, headphones, internet, LAN cables, and other additional hardware. Their cost gets eliminated completely. The saved money can be used in the more efficient management of the call center. Also, the hardware and software make call center management swift.

4. Highly scalable

A majority of call center solutions are scalable, but this is even ahead of them. It is not only scalable, but highly scalable. It lets call centers upgrade the capacity or number of agent seats within a few hours instead of some days as in the case of on-premises call center software.

These are four major advantages of cloud call center solutions, which contribute to the simplified management of call centers. We offer a cloud call center solution and an on-premises call center software. For more details, contact us.

Loading

How Improved Customer Experience Boosts Sales?

Posted on by
Improved-Customer-Experience-Boosts-Sales

Existing customers must be considered as assets by each business. In fact, many businesses already consider that. Therefore, businesses invest in the most skilled manpower, omnichannel call center solution, call center CRM integration, etc. to enhance the customer experience.

Generally, customer experience is considered important to retain existing customers, and why not? Your existing customers can give you a steady stream of incoming revenues. However, this is not the only way to generate revenues. By delivering the best customer experience using an omnichannel call center solution or any other tools you can boost sales in multiple ways. Let’s explore the top 3 ways you can generate new sales by delivering the best customer experience.

1. Get more referral business

Good customer services contribute to delighting customers. It increases customer loyalty as well as their trust in your business. Happy customers can work as your marketers. They will give high ratings and positive reviews to your business. The best customer services delivered using an omnichannel call center solution also let them take advantage of the customer support as per their preference and convenience. All these will encourage customers to refer your business to their family, friends, and close social and professional network. This helps you to increase your referral business.

2. Increase sales by up-selling and cross-selling

Almost all businesses sell more than one service or product. Therefore, there is always an open opportunity to increase sales and revenues by offering more than one service or product to all customers. You can pitch them the products or services, which are related to what they have purchased or already using, which is called up-selling. You can also pitch other products, your customers might be interested in according to their buying habits; this marketing strategy is called cross-selling.

By running a campaign using a predictive dialer of hosted call center solution or by suggesting products on your website or by running paid ads of remarketing, you can boost sales. These marketing tools can help you run cross-selling and up-selling campaigns

3. Brand benefits

There would be hardly anyone who does not know the worth of having a positive business brand. People happily pay more for the same or similar quality products to the businesses holding a renowned brand. One of the most effective ways of boosting brand value is by delivering positive customer experience. You must stay everywhere your customers might be looking for you such as WhatsApp, Facebook, Twitter, email, live chat, etc.

Omnichannel call center software offers multiple communication channels within a single software solution. It makes customer service related operations easier and effective as you or your customer support executives do not need to switch from one software or app to another.

This positive and quick response helps in improving customer satisfaction and as mentioned earlier, satisfied customers will work as your marketers. That is how it will contribute to boosting your brand value. A strong and positive brand will increase sales.

To deliver better customer services to boost your sales, get omnichannel call center software. For more details, contact us.

Loading

Cloud Call Center Solution vs. On-premises Call Center Solution

Posted on by
Cloud Vs. On-Premises Call Center Solution

Call center solutions have proven their value in the past decade or two. Along with the traditional users of call center software such as call centers, many new industries have adopted this software by comprehending its worth. This made a revolutionary shift in the call center software development industry.

Many call center solutions were launched in the past decade and ultra-modern features are also introduced by the leading companies. This brought many choices to the buyers to confuse them enough. In this blog, we will discuss the two most popular types of call center solution these days:

  1. On-premises call center solution
  2. Cloud call center solution

After the end of this blog, you will have a clear understanding of each of this type of call center solution and you will be able to make the right choice.

Difference between an on-premises call center solution and cloud call center software:

1. Set up

The major difference between both is the way it gets set up. An on-premises call center solution gets set up within the company premises. You will have all the required hardware, servers, etc. within your company premises.

Cloud call center solution gets set up on the cloud spaces, also known as hosted cloud space. No hardware or servers are needed within the office building.

2. Secure remote access and management

On-premises solutions are configured to use within the company for security purposes. To access them securely from home, you need to invest additionally in securing its access via a VPN or getting other modules, which allow work from home without compromising security. Management of this type of software is difficult as your servers are in the company and cannot be customized remotely.

Cloud call center solutions usually have built-in security mechanisms as per the default hosted cloud security. Therefore, without investing in additionally, your agents can use the cloud call center solution remotely. Due to this characteristic, all companies offering call center software following the SaaS model are cloud call center solutions. It means if you are using a hosted call center solution, it is a cloud solution. As it is hosted on the cloud, it can also be managed remotely.

3. Scalability

On-pre call center solutions are scalable as it depends on the software. However, scaling up the software capacity can take a few days. Also, there is no flexibility to scale up and down as per the traffic with this type of call center software.

Cloud call center solutions are highly scalable. Within a few hours, it can be scaled up or down. Moreover, if you are using a hosted call center solution, you can choose to scale down the number of seats once traffic is down.

4. Expenses

As hardware and other infrastructure are in-house, it will cost more for maintenance than a cloud call center solution, which does not have any hardware to be maintained.

In terms of benefits, cloud call center solutions have more benefits to offer than on-premises call center software.

We offer both on-premises and cloud call center solutions. Contact us to know more about it.

Loading

We Are Happy To Launch Call Center Twitter Integration Service

Posted on by
Call Center Twitter Integration Launched

We are excited to share that we will offer integration of Twitter into our call center solution, DialShree.

DialShree has been empowering various businesses by offering a full-fledged and advanced call center solution. It is also an omnichannel call center software solution. We have been providing integration of multiple communication channels into this software for multiple years.

Social media sites have evidently gained massive popularity as one of the platforms to communicate and collaborate. Therefore, it has become unavoidable to overlook these communication channels. We have been offering integration of Facebook and Twitter to our premium customers for a long. But, now it is time to go global with these channels. We had announced the integration of Facebook in the call center dialer of DialShree before some time and now, we are excited and happy to launch the integration of Twitter into our DialShree call center solution.

Twitter is often used by consumers to ask various questions and show anger in case of concern. They expect a response within an hour or as early as possible. Putting a social media manager to handle Twitter and interactions with that, in addition to, the customer support agents you have can be an expensive affair for your business. Therefore, we have come up with one more communication channel to be integrated into our call center solution, which is Twitter.

Major features available after call center Twitter integration are listed below:

1. Multiple Twitter account management within the dialer

We can integrate more than one Twitter account with our DialShree: call center dialer. An agent can access all Twitter accounts he has access to. It means you can decide which Twitter profiles will be handled by whom.

2. Enforce login to Twitter or make it optional

You can make it mandatory for agents to login to Twitter before accessing the assigned Twitter profiles and to perform other activities. Here, the agent does not need to log in with the credentials of the Twitter profile he is going to manage. He can log in with any Twitter profile. It can be the same as the company profiles he manages or it can be any other account. Regardless of the profile, he logs in, he can manage all Twitter profiles assigned to him.

This step of logging into Twitter can be removed. If it is not made mandatory, the agent can access Twitter profiles without login.

3. Engagement over Twitter

Within the DialShree: call center solution agents can perform various engagement activities such as:

  • Tweet
  • Like a tweet
  • Retweet
  • Share a tweet means retweet that tweet on the profile using which agent is logged in

4. Monitoring Twitter activities

Agents can see the numbers of followers and followings for a specific account. On the other hand, managers can monitor all Twitter activities in the report section of DialShree.

Integration of business or person profile into the call center dialer along with all these and many more features are available to DialShree and our hosted call center solution users. For more details, contact us.

Loading

How an Integrated Call Center Solution Provides a Powerful Tool?

Posted on by
Integrated Call Center Solution A Powerful Tool

Call center solution is used by companies or call centers to cater to customers. It helps in increasing revenues by retaining customers and attracting new business. Call center solutions usually come with some amazing features. However, competition and customer demands are increasing like anything. Thus, call centers need an integrated call center solution.

What is an integrated call center solution?

When one or more solutions or APIs are integrated into the call center solution, it is called an integrated solution.

Read this article to know more about the Importance of Integrations in a Call Center Solution

Now, let’s unveil how an integrated call center solution provides a powerful tool to call centers and how it benefits them:

1. Improve customer satisfaction

Customer satisfaction is vital to retain customers and maintain a positive brand of the business. Call center solution offers different features to handle customer concerns. However, traditional features might not provide enough functional capabilities. Thus, an integrated call center solution is needed.

A call center solution with integrated CRM solution lets agents provides personalized responses to the customers. This helps in increasing customer satisfaction by letting customers feel valued.

A call center solution can also have integrated communication channels such as:

  • SMS
  • Email
  • Facebook
  • Twitter
  • WhatsApp
  • And other communication channels

This integrated call center solution can support unified communication. It further satisfies customers by providing their preferred communication channels.

2. Empower internal collaboration

To provide a better experience to the customers, each call center also needs to empower internal communication and collaboration. A call center solution traditionally does not offer a way to communicate internally until and unless there is a feature of extension calling. Using third party communication channels can increase maintenance costs. Even if it is free, it may waste the time of agents as they need to switch back and forth between two different solutions. Thus, an integrated call center solution becomes vital.

Live chat widget can be integrated into the call center solution. It lets call centers use internal chat and external chat features. It means agents can communicate with customers via live chat. Moreover, team members can communicate with each other via this chat widget and that also without leaving call center software.

3. Increase productivity

The performance and productivity of agents are very much important in any call center. In fact, call center software is used to increase the productivity of the agents. Traditional features of call center solutions are limited and thus, it can let agents increase productivity to a certain level.

Thus, using an integrated solution becomes necessary. Various advanced features and functionalities help call centers to boost the productivity of agents. For example, call center WhatsApp integration adds WhatsApp as one more channel of communication. An agent can communicate with multiple contacts in parallel. This helps in boosting productivity.

These are three major ways an integrated call center solution empowers call centers by providing a powerful tool. There are many more benefits of using an integrated solution.

We offer DialShree: Contact Center Software loaded with all features. Moreover, it supports all the required features. Contact us to know more.

Loading

Top 5 Benefits of Using an Omnichannel Call Center Solution

Posted on by
Omnichannel Call Center Solution Major Advantages for Business

Call center solutions have been benefiting many businesses. Multiple industries have been using this software, so innovation is paving its way to make it even more robust. The omnichannel call center solution is the modern call center solution invented with these innovations. It can be used by any business.

There are many benefits of using omnichannel call center software. In this article, we will share the top 5 benefits this software:

1. Better customer service

A majority of companies using an omnichannel call center solution focus on the services. Whether it is about delighting existing customers with a prompt response and first call resolution or it is about responding quickly to impress and convert prospective customers. In both cases, better customer service is vital.

By implementing unified communication via an omnichannel call center solution, you can deliver better customer services. Customers can connect via any channel. For example, if a customer is surfing your website and have a query, he can initiate a web chat. Later, when he wants more detailed information, he can call the company’s contact center. There is no roadblock in communication.

2. Increased Productivity

One of the important advantages of using an omnichannel call center solution is improving the performance of agents. The agents can quickly respond to the customers. Also, this helps in improving first call resolution. Furthermore, it reduces call volume, so agents do not feel stressed due to the long call queue. All in all, this software helps in boosting productivity.

3. Enhanced customer satisfaction

An omnichannel call center solution lets customers use the preferred mode of communication to get answers to their queries. This helps in enhancing customer satisfaction to the next level. Moreover, call queues get reduced as the load is distributed among multiple communication channels.

This further delight them as the hold time and wait time is reduced drastically. Furthermore, agents are more confident and productive. This further helps in delivering the best customer experience. All in all, the omnichannel call center software increases customer satisfaction.

4. Increased business

Increased customer satisfaction is an assurance of increased customer retention. It means your customers will never leave you as they feel valued. This assures you will receive a fixed percentage of the business. Omnichannel software also offers many other features, which can be used to increase leads and customers. Thus, by using this solution, call centers can increase business and revenues.

5. Better data management

An omnichannel call center solution integrates all unified communication channels within a single system. All conversations made via different communication modes get logged in the call center software. Moreover, that can be reviewed as and when needed in the module or reports. This assures better data management.

These are the top 5 benefits of using an omnichannel call center solution, but this is not it! There are many more advantages of using this powerful software.

You can integrate communication channels in an existing call center solution or buy an omnichannel solution. You can also use a hosted call center solution, which is a cheaper option to acquire this powerful solution. For more details, contact us.

 

Loading

Importance of Video Chat in Call Centers

Posted on by
Importance of Video Chat in Call Centers

Call center solutions are advancing by adopting multiple advanced features and characteristics. Each advanced feature has its own benefits to offer to the organization that uses it. For example, an omnichannel call center solution is used in many organizations and industries. An omnichannel call center solution supports multiple communication channels and each of them has its own pros. In this blog, we will discuss the importance of video chat in the call centers.

Video chat in a call center has a very vital role to play and as per the industry or nature of the campaign, one can use this communication channel available in an omnichannel call center solution. To help you comprehend its vitality, we will share some strong use cases and its impact on the results to benefit call centers:

1. Deliver better customer experience

Face to face conversation often creates a better and stronger impression on the customers. This is the reason still many businesses delegate a representative who visits customers for routine meetings or to resolve any of their queries.

Omnichannel call center solution provides a video chat feature that allows one to one and multiparty video chat. It gives a similar experience as having a physical meeting. Thus, it plays a really important role in delivering a better customer experience. It also improves customer satisfaction and helps in leveraging all benefits related to happy customers.

2. Increase leads and sales

Video chat lets your agents use the power of emotions and body language while pitching customers for any products or services. As per the sales experts, expressions make a huge difference in enticing a prospective customer to buy your offerings.

Traditional communication channels of an omnichannel call center solution do not provide this effect of strong and persuasive body language. By using video chat features, agents can increase lead generation as well as conversion. One can also use screen sharing and file-sharing along with video chat to make sales pitch more persuasive. This helps in increasing leads and sales significantly.

3. Video KYC and real-time support

KYC (Know Your Customer) is important to know your clients and then deliver services as per their likings and preferences. Moreover, it helps in delivering better customer services. In some industry verticals, the KYC process is mandatory. For example, banks and insurance agencies in some companies need to collect documents from the customers as well as take their picture in a physical meeting.

In today’s busy world, asking your customers to come to your branch office for KYC is disturbing their routine. It also creates some dissatisfaction as they need to take extra steps. By using video chat KYC processing can be performed remotely. There are many banks, which have adopted video chat to process KYC remotely as per the convenience of the customer. This helps customers and banks, both.

Conclusion

Video chat is an important communication channel in a call center to take care of various jobs more efficiently. We offer an omnichannel call center solution, which has video chat as one of the communication channels to empower its users. Contact us for more details.

Loading

Important Integrations for a Call Center Solution

Posted on by
Important Integrations in a Call Center Solution

In the call centers, customer satisfaction has become the main focus point. To deliver a better customer experience, call centers invest in multiple things. From round clock support services to the best call center solutions, everything gets employed to increase customer satisfaction in the call centers.

A call center solution is a useful tool to increase customer satisfaction. Usually, this software has many useful features as well as it has many advanced add-ons to increase the functional capacity. To increase customer satisfaction, one needs to increase the functional capability of a call center software solution. Along with different add-ons, one also needs to invest in the integration of different solutions and add-ons into the call center software.

In this blog, you will learn about the top 5 solutions or APIs you must get integrated into your call center solution:

1. CRM

CRM (Customer Relationship Management) solution is usually used in the call centers to store information of customers. All different interactions of the customers with the call center get tracked in this software. Call center CRM integration helps in empowering agents by making customer information available to them during the call. This helps in personalizing the conversation and increasing customer satisfaction.

2. WhatsApp

Call centers either run customer support campaigns or sales campaigns. In both types of campaigns, it is necessary to reach customers via their preferred communication channels. WhatsApp Messenger is very popular among worldwide people. Call center WhatsApp integration allows call centers to add one of the most preferred communication channels in the call center. It further increases customer satisfaction.

3. Social Media

Similar to WhatsApp, various social media platforms are also used by customers these days to reach out to a company. Often, these platforms are used to show anger related to concerns faced by the customers. For example, Facebook and Twitter are often used by customers to share their issues via direct messages or comments. The integration of these popular social media channels with the call center software helps in delivering better customer services on these platforms without leaving the call center software.

4. Traditional Communication Channels

As mentioned earlier, customers can be more pleased if you provide them support via their preferred communication channels. Along with modern communication channels, there are some people who prefer traditional communication channels such as:

  • SMS
  • Email

There are also some specific use cases of both of these channels. By integrating SMS API and email API into the call center solution, you can delight clients as well as save agents’ productive time.

5. Webphone

Generally, to attend calls, call centers use a Softphone. It is additional software, which has to be maintained additionally. Agents also need to take additional steps to attend calls in the call center solution. A Webphone is a WebRTC based phone that can be integrated within the call center software. Integrating into the call center software keep agents more productive to delight clients

We have expertise in integrating any API or software with the call center software. We already provide these integrations with our call center solution, DialShree. Contact us for more details.

Loading

Omnichannel Call Center KPIs You Must Measure

Posted on by
Omnichannel Call Center KPIs

Omnichannel call center solutions are widely in use. In fact, it is the demand of customers. They need to have preferred communication channels to reach your sales or support team. If you are using a call center solution, you will need certain approaches. One of them is KPIs (Key Performance Indicators).

To assure the expected or nearby performance and to improve even further, each call center measures KPIs. Generally, KPIs can be measured using the reports and live monitoring features available in the call center solution.

According to the objectives, call centers define, monitor, and improve certain predefined KPIs. For many years, there are some commonly used KPIs. However, there is a shift in technology and consumer demand. Thus, call centers also need to shift the KPIs. In simple words, when you use an omnichannel call center solution, you also need to change your KPIs.

Let’s explore the top KPIs you must measure while using an omnichannel solution:

1. Campaign-wise usage of the communication channel

This is the first and foremost KPI to be added to the list of other KPIs you have. You are using an omnichannel call center solution for a reason. One of the reasons to use it is increasing response rate and customer satisfaction. Thus, it is necessary to monitor the performance of each communication channel.

An objective to monitor this KPI is to inspect which communication channel is giving better results and customer satisfaction. According to the performance indicators, a call center can enforce the use of a specific communication channel. One more thing to be kept in mind is measuring performance as per the campaign. No single channel gives the same performance in all types of campaigns.

For example, if you are selling products, people will use live chat to connect with the salesperson if they have any queries related to purchase. On the other hand, customers with major issues are more likely to call the customer care center or send an email. Thus, it is necessary to measure this KPI for each campaign separately.

2. First Contact Resolution (FCR) ratio per communication channel

In the traditional time, when call center solution used to come with only an audio calling feature, FCR used to stand for First Call Resolution. However, in the era of omnichannel call center solution and contact center software suite, FCR stands for First Contact Resolution. It means regardless of the communication channel, what the ratio of FCR is. It can be an important KPI to measure to examine the success of employing omnichannel call center software.

3. Channel wise abandoned rate

Abandoned rate means measuring how many customers left before getting the required resolutions or connecting with an agent. Measuring KPI to inspect channel-wise abandoned rate can help in identifying communication channels, which are poor in performance and should be improved or removed.

These are the top three KPIs to be used by the omnichannel call center software users.

If you are looking for an omnichannel call center solution, contact us.

Loading

Cloud Call Center Solution: Complete Guide

Posted on by
Cloud Call Center Solution- Complete Guide

The call center industry is very big and there are different jargon 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 required details related to the cloud contact center solution which will help you understand it and all other interrelated facts related to the same.

What is a 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 that supports multiple communication modes required by large-scale enterprises and contact centers. The contact center solution can have communication modes like audio calls, video calls, 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 solution that 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 the 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 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 the 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.

Loading

Older posts
Newer posts
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.
+917041649394
Contact Us