Call Center Solution - Elision Technologies

Elision Launched VICIDial SuiteCRM Integration

Posted on May 2, 2019 - 5:09 pm by Hiren Pancholi

We have been offering expert call center CRM integration services to integrate various call center solutions with different CRM (Customer Relationship Management) systems. This time we have launched the VICIDial SuiteCRM Integration service.

Call center solution and CRM systems are major functional tools in many call centers and enterprises. We offer integration of these two systems to provide an array of benefits to our customers.

We can integrate any call center solution and CRM system. We are glad to announce that in our range of call center CRM integration services we are adding one more popular integration service: VICIDial SuiteCRM Integration.

VICIDial is one of the most popular call center solutions as well as the most powerful open source call center software. We have been offering VICIDial customization services as well as integration of this open source call center solution with different CRM systems such as, vTiger, Zoho, etc. With an increasing demand of VICIDial SuiteCRM integration, we have added this service in our official offering range of call center CRM integration service.

As part of VICIDial SuiteCRM integration service, we will offer following features to the customer:

Single sign on usage of the major features of the SuiteCRM: CRM solution and VICIDial: call center software.
Click to call functionality in the SuiteCRM system
Lead export
Lead push
Automated lead information update
Automated disposition record saving in both VICIDial and SuiteCRM
And many more

We also make sure that already existing data stored in the VICIDial: call center software and SuiteCRM: CRM system is preserved and replicated in both the systems without any kind of data loss. This is perfect for the call centers and businesses which already have a system in place.

We have successfully integrated the VICIDial: call center solution and SuiteCRM: Customer Relationship Management system for some of our customers. We are excited to benefit more customers with this integration services. Here is a quick walkthrough video of the SuiteCRM VICIDial integration features one would have after the integration is performed by our expert team:

We can integrate any CRM solution and Call Center Software. For more details of our service and / or to discuss your requirements related to call center CRM integration, please contact us.

Call Center Solution with Web Form Integration to Speed Up Lead Conversion

Posted on April 29, 2019 - 4:56 pm by Hiren Pancholi

Once upon a time, the call center solution was used by the big call centers, KPOs and BPOs only. However, the time and the utilities of the call center solutions have changed a lot.

The advancements in the call center software industry and increasing need of the best customer experience has enforced standard businesses to buy the call center software to setup an in-house call center or customer care center.

Today, we are going to talk about one of as such innovative invention in the call center industry: Web form integration in Call Center Software.

What is Web form integration in the Call Center Solution?

The VoIP companies and call center software provider offer a wide range of customization services to fit in the business needs of the companies. One of as such range of services is the integrations in the call center software. The companies integrate various solutions in the call center software to add additional functionalities in it. The Web form integration is one of the most popular types of integrations in the call center solution.

The web form call center integration is the process in which any website form gets integrated in the call center software. Here, the web form can be any form such as,

Contact us form
Inquiry form
Email subscription form
Blog subscription form
And more

The call center software development experts integrate one or more web form in the call center solution. Once the web form gets integrated in the call center software, it can automate many actions and operations.

Once the web form gets integrated in the call center software every time someone fills in this form that lead gets added in the call center software; this lead can also be added in the specific campaign with some additional configurations at the time of the integration.

There can be some more configurations such as, the priority can be set to the lead records and based on that the campaigns can be carried out. Moreover, if there is a multilevel form and people leave the form incomplete after certain steps, in that case, the call center still fetches the filled information and the campaign to know the reason for abandoning the form can be carried out.

All these configurations helps in fetching the information filled in the online website form within the call center solution automatically. Thus, the agents or executives can call these prospects within minimum possible time and speed up the lead conversion process.

This is an advanced integration and only some expert companies offer the same. Elision Technologies Pvt. Ltd is one of those few expert companies which offer this call center web form integration service with many other types of integrations. To know more about this integration and offering of the Elision Technologies Pvt. Ltd, please contact us.

Must Evaluate Metrics in Call Center Solution to Improve Performance

Posted on April 22, 2019 - 4:50 am by Hiren Pancholi

Must Evaluate Metrics to Increase Call Center Performance

Just like any business, call center business owners also strive to improve performance of their staff and overall business so they can assure the success of their call center.

The tough part here is often the business owners are clueless about the possible actions to be taken in this direction despite the fact they usually use one of the best call center software. The reports in the call center solution are often considered as bread and butter for the definite success in call center.

The reports provide many useful metrics to the call center owners and managers which help in identifying possible weaknesses which are working as roadblocks in the way of growth. In this blog post, I will share about top 3 metrics that call center owners can use to improve performance which improve revenues and ROI as well.

1. Call Queue Time

The call queue time and average call queue time are two metrics available in the call center solution. The call queue time has to be as less as possible to deliver the best customer experience. If the call queue time is too long or considerably long like 4 minutes or more, then the customers are more likely to hang up the call or get frustrated.

If you call queue time average is more than 4 minutes, you must understand this is the time to increase the number of agents in the call center and number of seats in the call center solution.

2. Call Wrap-up Time

The call wrap up time is an amazing metric to measure the performance of individual agents as well as performance of the call center. The call wrap up time can be viewed agent wise and overall. This metric in the call center software share average time taken by the agent(s) to answer the queries of the customer and resolve their concern.

As you have guessed, the call wrap up time has to be as low as possible. The less call wrap up time shows the expertise of your agents in giving satisfactory solution. If the number of average call wrap up time is very high, you must look for the problems faced by agents in resolving the concerns of the customer and provide effective solution so this number can be improved.

3. Percentage of Call Handled

The agents usually handle calls all the time and when they are not attending a call, they punch break or logout options available in the call center solution. There are also other possible scenarios in the call center industry in which the calls are transferred to the agents, but they don’t or better to say couldn’t answer the calls.

The percentage of calls handled shows the percentage value of the number of calls he / she actually answered from the number of calls routed to the agents. This metric must have a high number. If it is low, the agent is not giving his / her 100% and you need to take necessary steps.

These are the top 3 metrics easily available in the report section of the call center software and the call center business owners can use to measure and improve performance.

We have an advanced contact center software, which provides a wide range of reports. For more details, contact us.

How to Increase Customer Satisfaction in Your Call Center?

Posted on April 18, 2019 - 4:57 am by Hiren Pancholi

Tips to Increase Customer Satisfaction in Call Center

Customer satisfaction is very important in call centers and support centers. In fact, the customer satisfaction rate defines success and growth rate of the call center.

To increase customer satisfaction call center often invests on the best call center software as well as hire the most experience supervisors and trainers still they struggle in increasing customer satisfaction.

If your call center is facing the same situation, fret not as in this blog, you will learn about the top 3 tips to increase the customer satisfaction.

1. Put best agent to remove major dissatisfaction reasons

Often some of the biggest complaints of the customers are that the agents who handle their call don’t have required knowledge or they need to explain the same thing again and again to different agents as well as the call hold time is usually longer. These are the major reasons of customer dissatisfaction.

The solution is available with usage of technology. If you are providing customer care service, then use Sticky Agent who can work as a personal representative for the customer. If the caller is calling for the first time, you can use skill based call routing so the caller can get the best answer within minimum time and without any call transfer.

Also, make sure to invest in the Agent Training on time to time basis so the skills and knowledge of the agents stay upgraded and they can handle the customer calls more professionally and provide answers quickly. All these features are available in an ideal call center solution.

2. Offer personalized responses

Everyone likes to feel valued and special and that is true in the call centers as well. If the agents will read the same monotonous script to all customers, they will not really get engaged in the conversation and it would not increase customer satisfaction.

They might get the answers of their queries, but you will definitely not get the happy customers. To increase the ratio of happy and satisfied customer, make sure that agents provide personalized responses to the callers. This can be achieved by showing the record of the customer stored in the CRM system to the agent within a call center solution.

This can be achieved with a little investment on call center CRM integration. It is a onetime investment and once both of these systems are integrated, it will let your agents provide personalized answers to increase customer engagement, satisfaction and happiness.

3. Use Supervisory Controls available in call center solution

The call center software comes with a feature rich supervisor panel. It offers many features to the supervisors such as,

Live Call View (LCV)
Call recording and playback
Whisper
Barge-in
Search a call recording based on various filters such as,
- Date wise
- By a specific word
- Agent wise
- Campaigns wise
- And more
Reports

All these features must be used by the supervisors in real-time and occasionally to identify roadblocks in customer satisfaction. Based on the findings the supervisors can train agents or take other important actions to increase skills in agents that further increase customer satisfaction.

We have one of the most powerful and feature rich contact center solution. Contact us to know more and take a demo.

Guide on Cloud Contact Center Solution

Posted on April 8, 2019 - 4:58 am by Hiren Pancholi

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.

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:

It gets installed fast and easily
It makes infrastructure management easy as well as less expensive
The scalability of the cloud contact center solution is very high as the cloud allows quick scale up models
It can be accessed from anywhere and at any time
One doesn’t need to invest much on maintenance of cloud contact center solution and infrastructure
It is very flexible, especially, when it needs to cope up with the changes in the businesses
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.

Call Center Solution: Futuristic Features

Posted on April 4, 2019 - 3:59 am by Hiren Pancholi

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.

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.

High Availability Call Center Solution: Quick Guide

Posted on March 21, 2019 - 5:04 am by Hiren Pancholi

High Availability solution aka HA solution means the solution which is provisioned in a way that it works actively with minimum possible downtime even in case of some type of failure. The common failures happen because of the hardware failure, server failure, signal failure, or software failure.

Read more about High Availability Solution.

The High Availability Call Center Solution is the provisioning of call center software in a way that if any one or more component of the system architecture such as, Data, Signaling, Web, Database, etc. fails, the system transfer operations on the secondary server.

The secondary server would have redundancy of the system components and it assures the seamless working of the call center solution even in case of failure due to any reason.

The High Availability Call Center Solution can be provisioned with different types of system architectures such as:

1+1 redundancy
N+1 redundancy
N+N redundancy

The most prominent is the N+N redundancy. We, at Elision, have expertise in creating all three types of redundancy to provide the robust call center solution setup which work with minimum downtime.

In fact, we guarantee that the call center operations resume within one minute or maximum two minutes, not more than that. This is without a doubt the best performance offered for the call center software.

How High Availability Call Center Solution Works in Case of Failure?

Once the High Availability Call Center Solution is provisioned with one of the predefined redundancy model, the expert VoIP developers setup the automated failover support which is also known as “Hot Failover”.

In this type of setup for any reason if the main primary signaling server goes down all new incoming or outgoing calls will be routed to the new secondary signaling server. This process takes place and get completed within a timeframe of one to two minutes.

During this time, the agents would see a connection error on their system screen. However, within no time the secondary signaling server will take over the operations and the connection will be established again. The ongoing calls would get disconnected while system fails, but all new calls will go through via the secondary system. This type of setup assures the call center solution stays up and running with high performance so the agents can perform at their best.

We have experienced staff that has benefited many call centers with our High Availability Call Center Solution. We can provision the High Availability Call Center Solution for all custom and open source call center solutions. For more details, please contact us.

WebRTC Solution Benefited Call Centers

Posted on March 14, 2019 - 4:42 am by Hiren Pancholi

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.

3 Must Use VICIDial Services from Experts

Posted on March 11, 2019 - 4:06 am by Hiren Pancholi

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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