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Category Archives: Call Center Solution

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Elision Will Participate in Cloud Expo Europe 2020

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Elision Will Participate in Cloud Expo Europe

We are glad to announce that we are going to participate in Cloud Expo Europe which will be held at ExCel, London on 11 and 12 March 2020.

Our CEO and Director, Mr. Mehul Shah, has confirmed his visit to Cloud Expo Europe. He will be on a business trip to London from the 10th of March to the 20th of March. During his stay in London, he will participate in one of the renowned Expos in Europe, namely, Cloud Expo Europe.

About Cloud Expo Europe

It is one of the renowned Expos in Europe and one of the biggest expos in the United Kingdom. It will have more than 550 exhibitors and sponsors at this Expo. IBM is one of the major sponsors at this expo. IBM is also going to deliver a session about how it uses trending technologies such as Artificial Intelligence, Blockchain, and cloud. Furthermore, there will be more than 250 expert speakers who will share their knowledge and experiences in keynote sessions. The technologies to be covered in these sessions are listed below:

  • Cybersecurity
  • Cloud and Cloud security
  • DevOps
  • Smart IoT
  • Big data
  • Artificial Intelligence
  • IoT (Internet of Things)
  • Blockchain
  • Data Center
  • And more

About Participation of Elision in Cloud Expo Europe

Elision has been catering to its global customers for more than 12 years with its unified communication solutions. The company has multiple ready to use communication software to offer. Mr. Mehul Shah who is CEO and Director of the company will participate in Cloud Expo Europe to exchange knowledge with the participation of this international expo. He will benefit people with his rich experience in the call center and unified communication industry. The company is also now working on artificial intelligence based Chatbots so he is going to discuss the same with the delegates, sponsors, speakers, and other exhibitors.

One of the premium products of the company is DialShree, which is an omnichannel call center solution. It is one of the most advanced and feature rich call center software. In fact, it is a contact center solution. Mehul is looking forward to exhibiting this product in the expo.

Along with the exhibition of DialShree, he will also exhibit other products and services of the company. Mehul is going to have personal meetings with delegates to discuss business opportunities. He is also looking for some channel partnerships. He has already scheduled some meetings with the delegates who have shown interest in knowing more about the unified communication solutions offered by the company. Mehul still has some open slots and he is accepting the meeting invitations. To schedule a meeting with Mehul, please contact us.

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What Solutions Can Be Integrated in a Call Center Software?

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Solutions to be Integrated into the Call Center Software

Today’s market is very competitive. Of course, call center solutions come with the powerful and never seen before features, but still, using just a call center solution can make it difficult for the call center to bypass competitors.

To create a complete customer journey map and to provide better customer service as well as to improve productivity, companies need to work in that direction. One of the solutions is an integrated call center solution. The integrated call center solution is a call center software solution, which has integrated APIs and solution which would be third party solutions.

The provider of a call center solution provides integration of 3rd party APIs and systems. Once these third party solutions are integrated into the call center solution, then this will work as one of the features of the system.

What solutions can be integrated with a call center software solution?

Now, here comes this million dollar question.

The answer is tricky, it completely depends on the call center software.

If the call center solution is developed in a scalable manner such as our DialShree: Omnichannel call center software solution, then any third party API and solution can be integrated in this call center software. On the other hand, if the call center software is developed very tightly, then it becomes difficult to integrate any other API or solution in it.

Thus, it is necessary to review the scalability aspects of the call center solution when you are thinking to buy the one. In the process of reviewing features of a call center solution, you should also review scalability aspects.

Generally, scalability is only considered as expansion in the number of seats, but no! Scalability also covers some areas of compatibility and flexibility of the solution. You can simply ask that if you need to integrate any third party API or solution, then will it be done easily or not.

Why you need an integrated call center solution?

As mentioned earlier, gone are the days when customers were happy just on the fact that they could talk to an agent to raise their concern. These days, customers want more. They would like to get treated well. They want personalized answers and they want you to keep them on priority.

All these operations are not possible with just a call center software use. You need more. For example, the call center CRM integration helps in catering customers in a personalized manner. Furthermore, these days, people use multiple modes of communication. Thus, they expect to have omnichannel communication support.

Thus, a call center solution needs to be able to get integrated with the social media profiles, WhatsApp, and other communication channels.

End notes

An integrated call center solution offers a powerful tool to call centers and companies. Thus, they must use a scalable system, which is able to integrate any third party solution.

Our DialShree is one of the most scalable omnichannel call center solutions. For more details, contact us.

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Call Center Salesforce Integration and Its Benefits

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Call Center Salesforce Integration and Its Benefits

Call center solution is now a household solution. Almost all companies use this tool in their business. Whether to run customer care operations or to run lead generation operations, small to medium scaled businesses use call center solution these days.

Salesforce is a leading CRM (Customer Relationship Management) solution. It not only provides full fledged CRM software, but it also offers a complete enterprise solution to take care of customer relationship related operations.

What is call center Salesforce integration?

Call center Salesforce integration is one type of call center CRM integration. The experts of call center CRM integration such as Elision Technologies Pvt. Ltd integrate call center solution with Salesforce CRM integration. Here, the call center solution can be any open source or proprietary call center software such as VICIDial, and DialShree.

Top 3 benefits of call center Salesforce CRM integration:

1. Saved time

The call center CRM integration of any call center software with CRM solution offers amazing features which offer multiple benefits. This is true with Salesforce call center integration as well. One of the benefits is saving the time of employees. For example, this integration adds click to call feature in Salesforce. It helps executives to call a customer without dialing number. For example, if an executive needs to call a customer, all he needs to do is just click on the number or a specified area. As soon as an executive clicks, the call will be connected via call center solution working in the background. There are many as such features that can help in saving time so that they can be used more productively.

2. Better customer care

Similar to all call center CRM integration, this solution helps in multiple ways to deliver better customer care service. The call center Salesforce integration provides similar features to provide an experience to customers. For example, during a live call, an executive can see all information related to the customer. This helps the executive to provide personalized greeting and answers to the customer. There are many as such features that help in delivering better customer care.

3. Increased ROI

The call center Salesforce integration combines the power of Salesforce: CRM solution and call center software. It will save time, increase productivity and increase performance. Furthermore, this integrated solution helps in increasing work. On the other hand, it helps in delivering good customer services so repeat and reference business can be increased. This is how saved time, and money and increased revenues and business ultimately help in increasing returns over investment (ROI).

In a nutshell, the call center Salesforce integration helps in multiple ways to a company to leverage abundant benefits.

We, Elision Technologies Pvt. Ltd, offer call center CRM integration for different call center solutions and CRM software. Call center Salesforce integration is one of the services offered by us. We can integrate the Salesforce CRM system with any call center software. For more details, contact us.

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Advanced Call Distribution in Detail with Benefits

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Advanced Call Distribution in Detail

Call centers have to handle a large number of calls on a daily basis. One thing that all of these calls have in common is that they all have to go through the ACD (Advance Call Distribution). The Automatic Call Distributor, better known as ACD, is a call center software, which answers the inbound calls and routes them to specific agents.

ACD is responsible for handling the communication process in a call center. Hence, this call center solution must be used creatively and efficiently to boost customer experience. Below mentioned are a few ways to get creative with the ACD software and improve customer satisfaction.

Prefer VIP calls

VIPs are generally loyal to a service and service owners put in ample efforts to retain their loyalty. Similarly, in the call center industry, there are many such VIPs. A VIP could be a much anticipated-client, vulnerable customer or key decision-maker who must be given priority.

The ACD in call center software allows VIP callers to be routed to the best agents immediately using customizable call routing. This call center solution, with CRM integration, can identify VIP callers based on predefined information, tags which they were assigned and information from the database and other business tools.

Call routing based on location

The local people may prefer to converse in their local language and would like to get support in the same. Location-based routing can help provide the most local service to customers in the language of their preference.

It can be achieved by call line identification of the caller’s area code, reducing the dependency on the IVR. Mapping the caller ID to the customer experience journey and business logic automatically can help to provide a satisfying customer experience.

Call routing based on the status

Explaining again and again about who they, what they have purchased from you and what problem they are facing can become quite annoying for a customer. Status-based routing tries to imitate the concept of live helpdesk tickets or complaints to make routing decisions.

The ACD in call center solution, with CRM integration, can provide the agents with data regarding open issues for the caller and enhance the flexible automation using data lookup as its foundation as well.

Call routing based on the campaign

Campaign-based routing involves providing the customers with multiple phone numbers linked to the campaign. These numbers may contain “whisper tones” to alert the agent about the subject of the call. In campaign-based routing, multiple numbers are made available to the customers and the routing decisions depend on which number the caller is using.

Advertising can nurture great leads if only the callers are directed to the right agents through the call center software. The ways mentioned can enhance the operation of the Automatic Call Distributor to boost customer satisfaction. Given how greatly this call center solution facilitates various routing operations, it provides quality ROI on the service.

Recent cloud-based advances in the ACD in call center software has allowed for simpler call flow designs and the build needed for efficient call routing. As a cloud-based system can offer great advantages, call centers should consider updating their current ACD feature.

We offer call center solution. Contact us for more details.

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Call Center CRM Integration Benefits for Insurance Agency

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Call Center CRM Integration Benefits to Insurance Agency

Insurance agencies can use different solutions to grow their business. Call center solution and CRM software are some of the top solutions which are used in leveraging various benefits.

Call center solution is a leading tool that can be used by insurance agencies to call prospects and customers as well as to handle incoming calls of the customer. On the other hand, CRM (Customer Relationship Management) solution can be used to store information about customers.

The call center CRM integration is a process of integrating a call center solution with the CRM system. This integration provides a combined solution to the insurance company. The CRM call center integration offers many benefits to insurance agencies. We will share the top 3 pros of this system that can be leveraged by any insurance companies:

1. Increase customer satisfaction

Generally, customers call into an insurance company to know about their premium date, the benefits of a policy, etc. The call center CRM integration provides many features and one of them is a CRM popup in the call center solution. Thus, when a customer calls in, the insurance agent will see the complete record of the customer. He can use the data of the customer during a live call to make conversation personalized.

Furthermore, the agent can also give suggestions based on the history of the customer. All these and many other use cases of call center CRM integration features help agents to deliver the best possible experience to the customers and thus it increases customer satisfaction ultimately.

2. Increase sales

Insurance agents can pitch customers to buy different policies and other products based on their history saved in the CRM solution. The agent can start by reviewing the customer data in a CRM solution and then simply click on the lead data which will connect the agent to the customer.

The insurance agent can explain information that might be of interest to the customer. This type of sales call is more personalized and that is why chances of selling more policies and products become easier in an insurance company.

3. Increase ROI

One of the most important areas of focus of any business is increasing ROI. The call center CRM integration can contribute to this. It helps in reducing the telecommunication cost by making all calls to the point and personalized. Thus, the overall time spent on the call is reduced.

Furthermore, other resources spent on the customer are also reduced. This helps in reducing the expenses. Furthermore, this solution helps in boosting performance and sales, which increases revenues. This is how the call center CRM integration helps in increasing returns over investment.

These are the top 3 benefits leveraged by insurance agencies with call center CRM integration.

We offer call center solution, CRM system, as well as call center CRM integration. We can integrate any call center software and CRM solution for insurance companies. To know more about our unified communication channels, contact us.

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Top 5 Tips to Enhance Customer Support

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Tips to Improve Customer Support - Elision

Better customer support results in increased repeat and referral business. Also, it helps in creating a positive business brand for your enterprise. To assure the best customer support, you need to assure that your staff handling customer support has everything they need to provide the best support and care services.

We are leading VoIP Company and we have benefited many businesses with our services and solutions. Today, based on our more than a decade long experience, we will share the top 5 tips to improve customer support. These tips can be used by any small business or a well established call center or customer care center.

1. Hire skilled professionals

Customer support is a very crucial job and you must hire a well educated team. Also, having prior experience in customer support can give an upper hand to the business. Don’t think about saving money and going for cheap resources. If hiring an in-house team seems expensive, you may outsource customer support to remote agents or call centers.

2. Provide Required Training

Each business has its own products, solution, and code of conduct. For years, you must have nurtured your clients in a specific way. These best practices must be passed to the customer care team. You must conduct training and mentoring sessions. Also, you should use a solution such as voice logger software, which will record calls. These calls can be then used for quality control and screening.

Based on the results, you can conduct required training sessions for the selective members. Also, there are certain solutions such as a keyword spotting solution that find a specific word in an audio file. This will help in assuring the team is not using negative words in any way during calls.

3. Get Advanced Solutions

You can’t expect a great customer care service with outdated solutions such as a telephone. You have to provide advanced communication as well as tracking solutions to your staff so they can provide the best support services. Based on the nature of your business and budget, you can define the required solutions. Below is the list of the most commonly used solutions in different support centers:

You can have one or all of these support solutions. If your budget is limited, you can get open source solutions to start with.

4. Provisioning to Increase Productivity

Providing customer care is a tough job. Thus, you must take the necessary steps to save the time of your agents or executives in all possible ways. This saved time will help them to perform one or more productive tasks such as,

  • Lead nurturing
  • Resolving queries of other clients
  • Updating knowledge
  • Helping other executives
  • Rejuvenating themselves to provide better support

We recommend getting call center CRM integration so agents don’t need to spend time and energy in switching back and forth between two different solutions. Another option is to get a WebRTC solution to eliminate the need of hardware based phones or softphones.

Also, there are other ways to empower your agents to work with better productivity, such as having call center software with features like the sticky agent, IVR, Skill based routing, etc. You can also integrate these modules with existing solutions.

5. Give them flexibility

Having a fresh and happy mind is important for your customer care executives. You can give them the flexibility of work from home. You can keep track of their work in real time with solutions such as Remote Agent. This solution can work on any simple telephony application as well. You can get logs and activities in real time.

Along with these flexibilities, you should give treats, perks, etc. so they can stay motivated to perform at their best. Remember, a happy customer care executive will keep your clients happy.

If you have any queries, need further tips or want to get details about any of our above mentioned solutions, contact us. We would be glad to help you improve your lead nurturing ratio.

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Elision Participated in BPO Tech Summit 2020

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Elision Participated in BPO Tech Summit 2020

Elision Technologies Pvt. Ltd participated in BPO Tech Summit 2020. The company announced successful participation in the event. Read the complete news.

Elision Technologies Pvt. Ltd participated in one of the leading BPO events in India, namely, BPO Tech Summit 2020. The event took place in Bangalore at Grand Sheraton on 23rd January 2020. The event conducted with the tagline “Reimagine the business process for actionable insights”.

Elision participated in this event and announced successful participation in the event. Mr. Mehul Shah, CEO and Managing Director of the company along with the business head of the company participated in the event. Elision was one of the silver partners of the event.

Mr. Mehul Shah delivered a session on “Omnichannel communication” and “Omnichannel call center software”.  He explained how call center solution evolved with time. How it started with limited features and now loaded with multiple features. He also explained why it is important to have multiple communication channels in any business to gain multiple benefits.

The session progressed with information about the omnichannel call center software and its benefits. Mr. Mehul Shah concluded the session with the information about Elision Technologies Pvt. Ltd and with information of their upcoming AI-driven chatbot for call center software.

The company has also booked a space to exhibit its products. The company representatives showcased their premium product which is DialShree: Omnichannel Call Center Solution. The company also showcased its other top products at the event.

As per the shared details, participants of BPO Tech Summit 2020 admired the presentation of Mehul and interacted in-person with him. The event management team has also given a reward to Mehul for his extraordinary expert session.

Participants and visitors of BPO Tech Summit 2020 really liked DialShree and shown interest in taking the discussion forward. Elision representatives met the management and middle management team of different BPOs. Some BPOs and enterprises have shown interest in being a partner of Elision Technologies.

As per the shared details, some of the existing customers and prospects of the company also visited the representative of Elision. The team also received video testimonials from some of the customers.

As per the shared details, the participation of the company is successful and many new projects and partnership discussions have started. The business development team of the company is excited to handle this new business.

If you are also interested in knowing more about DialShree: Omnichannel Contact Center Solution, please contact us.

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Top 3 Reasons to Use Omnichannel Call Center Software

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Top 3 Reasons to Use Omnichannel Call Center Software

There are different types of call center software solutions available in the market. Omnichannel call center solution is one of the best call center solutions available in the market in 2020. It is furnished with a wide range of features and it can be used in any call center or business.

If you are thinking about whether you should invest in an omnichannel call center solution or not, read on to learn about the top 3 reasons to use this call center solution.

1. To give personalized services to customers on their preferred communication channels

Today’s customers need to get the best experience. They do not like to stay in the call queue for long or get their call transferred from one extension to another. Today’s customers need to be catered with the best services. One of the ways of delivering a good customer experience to customers is by providing them support with unified communication.

This is possible only with an omnichannel contact center solution. Use all communication channels, including calls, WhatsApp, social media, fax, SMS, email, etc. and let your customers use their preferred communication channels and enjoy uninterrupted communication.

2. To beat competitors

Competition in this industry is cutthroat and it is necessary to get some advantages to beat competitors. If you will do what everyone else does, you are not getting any competitive advantage. You will be an ordinary call center.

Getting an omnichannel call center solution is necessary to get competitive benefits. It is available at affordable rates. There are not many call centers or businesses that use this system. By getting one, you can beat your competitors by offering better and enhanced customer communication.

3. To reduce workload and stress

Two major roadblocks in the productivity of the team are excessive workload and stress. Even if there is not too high workload in your call center, back to back calls make them feel that there are many calls and there is a lot of workloads. Thus, it is necessary for call centers to take appropriate steps so workload, as well as stress, can be reduced otherwise poor work quality or more resignations need to be tackled by the management.

Omnichannel call center software solution will divide the calls in different communication channels. It means some customers can make calls and some can send WhatsApp message and some can send an email or use any other communication channel. This is how call centers can reduce the load on agents. This helps in increasing productivity as well.

These are the top 3 major reasons of using an omnichannel call center solution.

We offer one of the most advanced omnichannel call center software and we also provide integrations of communication channels in VICIDial: call center software. Contact us to know more about our offerings in this regard!

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Top 5 Ways to Reduce Call Center Cost

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Top Ways to Reduce Call Center Cost

Reducing cost is one of the major factors used by the call centers to measure their success. Reduced costs result in increased savings. Saved money can be used in other operations to push growth and development forward.

In this article, we will talk about different ways to reduce call center costs that can effectively help you reduce expenses.

1. Monitor activities of agents in real time

It is necessary to assure the best performance of agents and even more necessary part of the action in any call center is to make sure that all customers are treated well. At any cost, customers should not feel offended or treated.

Furthermore, it is necessary to keep eyes on agents to make sure they are utilizing their time productively. Advanced call center solutions provide real time monitoring to supervisors and agents. They can make sure each agent is using his time in handling calls and other productive operations.

2. Help in real-time

Call centers often invest a significant amount of money in agent training and coaching which is obviously mass training. It definitely helps in improving skills, but this approach might not be that effective in taking care of identifying the weakness of an agent and working on the same.

Thus, real time monitoring and real-time help can make a bigger difference. You can use various features of a call center software solution which is designed for this operation only. For example, whisper and conference calling features are available to coach agents in real-time about handling calls.

3. Train agents to perform better

As mentioned earlier, real time agent training and coaching is necessary to save time and ultimately money. At the same time, periodic training helps in increasing and sharpening skills in the call center software.

Thus, it is necessary to take training sessions to improve the skills of the agents so they can perform better and save costs spent on long calls, frustrated customers, and lost business.

4. Minimize the cost of the loss of business

The cost of losing an existing customer is way higher than acquiring a new customer. Thus, it is necessary to make sure that your customer care services are the best. The agents have to make sure that the existing customers receive the best services and that also on time.

The first call resolution ratio has to be high in the case of existing customers. You must take the required actions to assure higher customer retention ratio

5. Minimize cost on recruitment

Call centers spend a significant amount of money on recruiting the most skilled agents. Furthermore, call centers invest in sharpening those skills of agents with training and coaching. When a skilled agent leaves the call center, it creates a huge gap in the organization.

Moreover, the cost of recruiting a new agent is quite high and tedious. Thus, a good idea is to retain agents and other staff members so expenses in the recruitment process can be saved. One can keep awards, rewards and some fun activities to keep agents motivated.

These are the top 5 tips to reduce call center costs. To put efforts in the right direction, it is necessary to make sure you use feature rich call center software like DialShree. For more details, contact us.

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Elision Is Going to Participate in BPO Tech Summit 2020

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Elision Is Going to Participate in BPO Tech Summit 2020

We are glad to announce that our representatives will participate in the upcoming BPO Tech Summit 2020.

Elision Technologies Pvt. Ltd has been catering to the BPO industry with its best in the industry call center software, called, DialShree. The company has been in the industry for almost 12 years now.

To benefit participants of BPO Tech Summit 2020 with rich knowledge and experience in the BPO industry, Mr. Mehul Shah, CEO and MD of Elision Technologies Pvt. Ltd will participate in this event with other representatives of the company.

Participation of Elision is segmented into three parts as briefed below:

1. Elision CEO and MD will speak on omnichannel call center solution

Mr. Mehul Shah, CEO and MD of the company, has been working in this industry for many years. He has not only catered to the customers of the company in BPO and other similar sectors, but he has also participated in multiple expos and events. He has rich experience in this industry. He will share his experience and expertise with the participants of BPO Tech Summit 2020 in his speaking session. He is going to deliver a speech on the topic of omnichannel communication and omnichannel call center solution and he will also share some useful tips for BPOs.

2. Elision will showcase its offerings

Elision has also booked space and standees at this BPO event and it will showcase its top products, solutions, and offerings there.

3. Elision will join hands with interested professionals and companies

Elision representatives have also shown interest in joining hands with like-minded people and companies. The company is interested in partnering with other companies and professionals at BPO Tech Summit 2020 to expand its wings.

Elision is one of the silver sponsors of this event and representatives will network with participants, speakers, exhibitors, and visitors at this event. The representatives of the company have shown interest in meeting professionals and scheduling a private meeting as well. If you are going to attend this event or if you are in Bangalore, you can meet the Elision team. Below are the details of the event:

Date: 23rd January 2020

Venue: Sheraton Grand, Bangalore

The event will cover all aspects of the business to benefit participants. One can learn from industry leaders.

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