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Category Archives: Call Center

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Remote Work Model with Call Center Solution Part 1

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Remote Work Model with Call Center Solution Part 1

Remote work model has been a necessity all across the globe due to increasing cases of COVID19. There are no other options left than lockdowns and curfews. The Coronavirus spreads faster than any other flu and it can make people very sick. At the moment, nobody has a vaccine. Thus, the only cure is, one saves himself from getting infected. To make sure all countrymen follow the rule of staying home, the governments are enforcing lockdowns and curfew.

Many industries are collapsing because of it, but all cannot stay doing nothing. Some industries such as IT, call center, government, etc. need to keep working. Some of them such as government organizations, pharmacies, and hospitals have to stay in the field and some of them such as call centers, IT companies, etc. can adopt the “Work from Home” model.

To make this “Remote Work” aka “Work from Home” model successful companies need to use various tools and call center solutions can become one of the most important tools in this case. Many companies can use this tool to stay connected with customers, partners, team members, etc.

The call center software similar to DialShree offers an omnichannel communication system. DialShree is our proprietary call center solution that is in use in multiple organizations all across the world, including, government organizations. Being an omnichannel call center software, it supports all communication channels:

  • Voice calls
  • Screen share
  • Video
  • Conference calling
  • Chat
  • WhatsApp
  • SMS
  • Facebook
  • Fax
  • Twitter
  • And more

The companies which use this omnichannel call center solution can take advantage of unified communication. It is furnished with all features one would like to have in his ideal call center software.

The call center solution can be used for “Remote Work” with one of the following models:

Model 1: Open the call center solution for home access

Due to security reasons, the call center software can only be accessed within the company network. However, to tackle the situation of lockdowns due to COVID 19, the companies can open the ports so this system can be accessed from the home. Agents can log in to the call center solution via their web browser and use all the features of the call center software and work as they usually do.

Pro:

  • Work from home with the same efficiency and productivity

Cons:

  • Internet connection has to be stable and high bandwidth is needed
  • Opening the ports creates security risks

Model 2: Access call center software via VPN

The company can set up a complete virtual private network. Thus, the call center system can be accessed from home, but it has to be accessed via a VPN.

Pros:

  • Keeps security intact
  • Work from home with the same efficiency and productivity

Cons:

  • Company needs to provide the bandwidth to keep VPN up.
  • If an internet connection at an agent or a company side fluctuates, the call quality can be degraded or call can be hanged up.
  • If the internet stops working at any of the ends, the agent cannot login.

Both of these models have their own pros and cons and need internet access and a system at the agents’ end.

There is one more way to use the call center solution for Remote work. We will learn about that in the next blog.

If you want to know more or want a demo of DialShree, contact us.

 

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Complete Your Communication Ecosystem with Omnichannel Communication Solution

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Omnichannel Solution to Complete Your Communication Ecosystem

Each business needs a complete communication system in place that supports the day to day communication. Today’s consumers have been more demanding than ever before and to ensure a business can reach consumers from all possible channels, it requires better than before communication systems. Also, to support omnidirectional business communication cost effectively, a business requires omnichannel VoIP solutions.

The omnichannel VoIP solution offers a complete communication system for business. This VoIP solution is easy to use as it comes with an easy to use GUI based user panel. Imagine all you need is a single VoIP solution to support different modes of communication. You can conduct a voice call over internet protocols with a client using the same omnichannel VoIP solution which can be used to make a video call to the prospective customer.

Not only this, but the omnichannel VoIP solution also allows performing other types of communications as well, such as chat, browser to browser calls, so on and so forth. The business representatives don’t need to deal with different software and hardware for different types of communication, now they can have an all-in-one communication solution.

The omnichannel VoIP solution such as a call center solution with omnichannel communication support can be used for both, internal and external communication. Using this communication system doesn’t require any additional skills or expertise. It is as easy as using a phone system or chat system.

Furthermore, this business communication solution offers a holistic approach to tracking each communication. You can record calls and can see live as well as historic communication records. This type of complete logs always helps top management in judging the performance and takes some vital decisions.

The omnichannel VoIP solution works on internet protocol that makes it cheaper than other communication alternatives. It offers to call at cheaper rates without compromising the quality of calls. Also, it doesn’t require excessive hardware or wiring, unlike traditional communication systems.

This makes setup and maintenance of it easier as well as cheaper. The saved cost of communication and maintenance of the communication system will be on a bigger scale. This will help companies in saving money that can be channelized in investments.

Elision has years of experience and a strong portfolio in serving small to large scaled businesses with omnichannel VoIP Solutions. VoIP engineers have expertise in developing the best omnichannel VoIP solutions. To discuss your requirements, contact us with your brief requirements.

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Combat COVID 19 with DialShree: Omnichannel Call Center Solution

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Combat COVID-19 with DialShree- Omnichannel Call Center Solution

COVID 19 cases are growing. It is now pandemic. There is hardly any country in which Coronavirus has not taken away life. This disastrous situation has enforced the government to add some restrictions such as canceling all mass gatherings. This is the reason in many countries, international conferences and expos such as Call and Contact Centre Expo are postponed.

Furthermore, in some countries, the situation is very serious and that is why the government has enforced the law to keep educational institutes and offices closed. As we all know, it is not possible to keep the work closed completely. There are some commitments and deadlines that we need to meet. There are some obligations we need to take care of. In a nutshell, we cannot even think about keeping the work closed.

However, calling employees to the office can create a life threatening situation as well as put you in a situation of doing legal offense. Then, what to do? How to deal with COVID 19 situation and that also without putting anyone in danger?

Solution is DialShree.

DialShree can help you combat Corona Virus without stopping work.

How?

Let me explain.

DialShree is a call center solution that is loaded with an amazing range of features. There are many features and add-ons which can help you deal with the Coronavirus threat without compromising work productivity.

Remote Agent

It is an add-on available in DialShree: Call Center Solution. It lets your employees work from home. You can ask them to take care of work and attend official calls. They can either login to the DialShree system via their computer or laptop or via their smartphone. One can access all features of this best call center solution via a web browser as it is a web application.

The Remote Agent add-on offers even better functionality. Without logging into the call center software, your employees can work and all the official calls will be logged into the call center system and the personal call will not be. We have that kind of mechanism to let you measure the productivity of an employee working from home without intervening in his personal space.

Omnichannel

DialShree is not just a call center solution. It is an omnichannel call center solution. It supports all modes of communication such as:

  • Voice calls
  • Screen share
  • Video calls
  • Chat
  • SMS
  • Email
  • Fax
  • WhatsApp
  • Facebook
  • Twitter

Thus, remote employees can take benefit from working with the advantages of unified communication. Whether it is internal communication or it is outbound communication, your employees can be available on omnichannel communication modes.

Other features

There are many more features in the DialShree: Call center solution, which can help you empower your employees without any risk of the Coronavirus by coming to the office. For example, the call forwarding feature will help you forward all calls to the personal number of the employee.

There are many more features and add-ons that can help you allow your employees to work remotely so you can combat COVID 19 without taking any risk with the help of your employees. For more details, contact us.

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Elision Will Exhibit DialShree during London Trip

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Elision Will Exhibit DialShree during London Trip

We are happy to announce that we will be exhibiting DialShree during our business trip to London. Mr. Mehul Shah, CEO and Director, will represent our company, Elision Technologies Pvt. Ltd during his trip to London. He will be there from 10 March to 20 March 2020. Mehul will participate in Cloud Expo Europe on 11 and 12 March 2020 and in Call and Contact Centre Expo on 18 and 19 March 2020.

Mehul is going to exhibit different products and services offered by the company. One of the products which will be majorly exhibited on this London trip is DialShree.

DialShree is an omnichannel call center solution. It supports all different communication channels such as:

  • Voice calling
  • Screen sharing
  • Video calling
  • Internal chat
  • External chat
  • SMS
  • Email
  • Fax
  • WhatsApp
  • Facebook
  • Twitter

DialShree is loaded with a wide array of features such as:

  • Dashboard
  • Agent performance statistic
  • Multi-level IVR
  • Inbound IVR
  • Outbound IVR
  • Advanced ACD
  • Longest idle agent based call routing
  • Sticky agent
  • Skill based call routing
  • Agent ranking
  • Average hold time
  • Average talk time
  • After call work
  • Manual dialer
  • Power dialer
  • Predictive dialer
  • Preview dialer
  • Progressive dialer
  • DND support
  • Unlimited call queue
  • Voicemail
  • 3 way conferencing
  • Outbound call scheduler
  • Callback
  • Call park and pickup
  • Call intervention
  • Barge-in
  • Whisper
  • Call snooping
  • Call transfer
  • Call recording
  • SMS broadcasting
  • Voice broadcasting
  • Remote agent support
  • PCI support
  • CTI support
  • Word spotting in recording
  • Agent screen capture
  • IT help desk support ticket
  • Agent inter dialing support
  • Reports
  • And more

DialShree is one of the most flexible call center solutions available in the market. It supports:

  • SIP lines
  • PRI lines
  • PRI card
  • PRI gateway
  • GSM gateway
  • FXO gateway
  • FXS gateway

DialShree is also very easy to scale up. We offer integration of different third party solutions and APIs to make it the most advanced single sign on solution. Some of the major integrations offered by us to DialShree are as below:

  • Zoho
  • vTiger
  • SuiteCRM
  • SugarCRM
  • Salesforce
  • WhatsApp
  • Facebook
  • Twitter
  • Form
  • Collection module
  • And more

DialShree: call center solution is in use in more than 50 countries by more than 25,000 users.

Mehul is all set to exhibit this omnichannel call center software on the global platform by participating in the two largest European expos and in other meetings.

We have already scheduled some meetings with our customers and prospects. The meetings are scheduled on-premises of the customer and prospective customers as well as in the Cloud Expo Europe and in the Call and Contact Centre Expo.

If you are interested in knowing more about DialShree or want to schedule a personal meeting with our representative in London, contact us.

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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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