VICIDial is a leading call center solution. It is available as an open source system. This system has been helping startup call centers to overcome initial challenges by providing a complete call center solution needed to run basic call center campaigns for free. The VICIDial system has all features to take care of the campaigns in startup days of any call center. However, it cannot stand against the advanced call center software available in the market. It doesn’t have all features to get a competitive edge and this can work against the business in some cases. (more…)
Technology changes rapidly and changes in technology affect all industry segments and its solutions. One of the most progressive industry segments is the call center. In the call center industry, things change at a revolutionary speed. The increase in the importance of customers, the call centers are leaning for the solution and best practices to retain customers.
To meet this agenda, call centers use the call center solution. In this industry, there are many different types of call centers available in the market. One of the most popular types of call center solution is the omnichannel call center software.
Even if it is very popular, there are many people related to the call center industry who don’t know what exactly the omnichannel call center solution is! If you are one of them, don’t worry. In this article, we will share a quick guide on the omnichannel call center solution.
Generally, the call center software supports only one communication mode that is audio calling. The omnichannel call center solution offers all possible modes of communication. The pure omnichannel call center software is the one that supports all different modes of communication. To be specific below is brief of supported communication modes in this type of solution:
Audio call
Similar to traditional call center software, the omnichannel call center solution offers two-way calling. One can use it for inbound or outbound calling.
Video call
This is an additional communication mode available in the omnichannel call center software. It allows two-way video calling as well as conference video calling.
Chat
Instant messaging is a really important mode of communication as customers demand live chat support. The omnichannel call center solution offers chat with customers. Also, it supports internal instant messaging.
SMS
Many call centers need to send an SMS due to certain policies. The omnichannel call center solution offers the SMS support so agents can send an SMS to the customer during or after the live call.
Fax
This mode of communication is not too obvious, but there are some organizations that need faxing as a mode of communication. This is also one of the communication modes available in the omnichannel call center software.
WhatsApp
Due to the ease of use and no additional cost, the usage of WhatsApp has become crucial. People use WhatsApp messaging heavily and that is why the omnichannel call center solution has started offering this mode of communication as one of the channels in it.
Social Media
The brands and companies do work on social media and the need to listen to social comments and likes. The omnichannel call center solution offers integration of one or more social media channels so the brands can integrate their social pages within the call center software.
All these are the top communication channels that are available in the omnichannel call center solution. As it provides all modes of communication, it is known as the omnichannel call center or contact center solution.
We offer this type of call center software with the required modes of communication. Contact us to know more about it.
Call center software is an amazing tool for customer relationship management and lead conversion, both. The call centers, BPOs and KPOs run their businesses on the call center solution only. The businesses, on the other hand, use the Customer Relationship Management (CRM) solution to manage the records of the customers and use traditional telephony devices to make a call to convince the prospects and take care of customer queries.
The call center software is excellent for effective calling, but it is not that enough for managing customer-related records. On the other hand, the CRM system is excellent for customer record management and takes related actions, but it doesn’t have any mean for effective calling. Do you know what the best solution is? The best solution is the Call Center CRM Integration.
It integrates the call center solution and CRM system. The call center CRM integration provides a facility of using features of the call center solution and CRM system within a single sign-on. This integrated solution can be used by any company and it provides a lot of benefits. One of the benefits of call center CRM integration is an increase in performance.
The executives of the company can take benefit of the call center software within the CRM system. The call center CRM integration provides click to call facility within the CRM solution. This means the executives just need to click on the contact number and the call center solution will generate a call within the window of the CRM system.
The executive will have all the information and details of the customer in front of him along with the dialer of the call center software. This way the executive can provide a better experience to the customer or lead. He doesn’t need to dial a number manually. He also doesn’t need to switch among multiple systems and files. Everything is in front of him. This is how the call center CRM integration enhances the performance of the executives in the company.
If we talk about the call center, the call center CRM integration integrated the call center software and CRM solutions. Thus, more details about the lead can be saved within the system. When the agent calls the customer, he can provide a more personalized pitch to the lead.
This increases the chances of lead conversion. On the other hand, the features like the sticky agent and skill-based routing with the customer information popup from the CRM system helps in increasing customer satisfaction. This way the call centers can gain benefits of increased productivity and results.
In a nutshell, the call center CRM integration integrates two powerful systems into the one. This way, it creates uniform data management and calling operation management. This collectively increases the performance of the individual employee as well as the whole organization.
We offer call center CRM integration services. We integrate any open source or third-party call center software with the CRM system. For more details, contact us.
Whether you are a startup who will use a CRM solution and contact center software or you are an established BPO that uses the call center and CRM system, the Call Center CRM Integration is better than getting a CRM integrated call center solution. Read on to know why.
CRM system and contact center solution are commonly used tools in BPOs, KPOs, and enterprises to perform lead generation and customer care activities. Earlier, the companies used to use these two different systems separately and the agents and executives used to switch back and forth.
However, the technology invention and innovative tech companies have launched the Call Center CRM Integration which not only benefited the agents/executives but also companies in many ways. It removes the need for switching back and forth between these two systems. Also, it removed the need for making the same entry twice in two different systems. This increases productivity as well as work efficiency remarkably.
An alternative to Call Center CRM Integration is the CRM integrated call center solution. In this option, you don’t need two different solutions. Your call center software will have an integrated CRM solution. Still, the Call Center CRM Integration is way better than getting a CRM integrated call center solution. Wondering, why? Let’s explore the use cases and benefits of one over another.
Already established BPO / KPO / Enterprise
If you are an already established / operational call center, BPO, KPO or any other type of enterprise, you might be using the call center solution and a CRM system. Thus, you must have a system in place and valuable data in these two systems.
When you get the call center CRM integration, you will not need to switch to a new solution from the current one. All your data will be preserved. You will not need to make any additional work to transfer data from one system to another.
The integration will just assure you that you can use both of these solutions within a single window with a single sign-on. On the other hand, if you will be a call center solution with an integrated CRM system, then you will need to transfer data stored in the existing systems into the new solution.
Also, you will need to educate your staff to use the new system and the time to adopt the new system depends on the agents/executives and their adaptive skills.
Starting a new setup
In this case, you may get tempted to get a single solution, a call center with an integrated CRM. However, the fact is this type of call center software has a CRM with very basic features.
You will not get all the features a full-fledged CRM as the vTiger solution has. You will miss many important features. Thus, getting a call center solution and CRM system of your choice and integrating them would be a better solution.
Conclusion
The call center and CRM systems often get a used hand in hand and integrating both of these in a way that it can be used as a single system will bestow many benefits. Thus, you must get the Call Center CRM Integration from an expert.
Call center software helps call centers and customer care centers to streamline their working models and operations. Moreover, the call center solution provides various reports which work as a great source of information to aid decisions of the management to provide better training, improved customer experience and greater ROI (Returns over Investment).
That’s the reason more and more organizations have started using call center software for their inbound, outbound or blended call centers and customer support centers. You can deploy this call center software either on the cloud or on a server on your premises. Both of these options have their own pros and cons.
This article will share the top 3 key benefits of deploying your call center solution on cloud and using a cloud-based contact center solution.
1. Quick To Start
The cloud-based contact center solution is deployed on the cloud infrastructure. You don’t need to buy any additional infrastructure such as hardware, server, etc. This makes the process of installation and setup pretty fast. Also, there are multiple options available for cloud infrastructure such as Google cloud, AWS, etc.
You may select any one of them based on your budget and requirement. You can also switch from one cloud service provider to another without much hassle or any loss of data because the cloud call center solutions are compatible with all different types of cloud environments. This makes the process of starting pretty faster.
2. Easy To Scale Up or Downgrade
The call center business faces the peak season and a slight downfall in the call quantity for a few natured call centers. Thus, you may need to add more agents and increase the capacity in the peak season. With the cloud infrastructure, this is easier. Simply upgrade the plan and add more agents.
If you face a downfall in call rates, you may downgrade the plan to save some money. This is amazing flexibility offered by the cloud infrastructure which is not possible to get with an on-premises call center solution.
3. Save Money
For any business, it is very important to control the expenses and unnecessary expenses at specific. The cloud based contact center solution would help you to save a lot of money. As there is no server or hardware cost to start with. There are many cloud service provider which provides an offer of pay as you go.
It means you need to pay only for what you use. Also, the cloud call center can easy to scale up and downgrade based on the requirement, as mentioned in the previous point. This further saves money.
These are the top 3 major benefits one may gain using a call center software.
Elisiontec has a ready to use cloud based call center solution called Dialshree. Take benefit of this advance and feature rich call center software. Contact us to get a free demo and to know more about the stated solution and how can it add value to your business!
In any customer service or customer care center, the most important thing is taking care of the customers in a way that they feel satisfied. The customer service centers always focus on customer satisfaction in one way or another as it helps in increasing revenues and ROI.
Still, there are some customer care centers that stay in dilemma. They are not really sure what they can do to deliver exceptional customer experience to their customers. In this article, we will share the top 3 tips that can be used by any customer service or customer support centers to deliver exceptional customer experience.
1. Train your agents
The agents play a major role in delighting or frustrating the customers. Thus, the first and foremost thing one needs to do is make sure the agents are skilled. You can conduct various training sessions to train the agents for general skills.
When any new agent joins, try to give knowledge transfer about the solution / product, he will provide support for. Knowledge of the item will help them to give quick answers to the questions of the customers and quickly resolve their concerns.
2. Buy the best call center software
Almost all customer care and customer service centers use the call center solution to handle concerns and queries of the customers. If you are not using the one, this is the time to get it.
The best call center solution can help you utilize your all resources in the best possible way. It also provides the features to assure the accuracy of data. Furthermore, its features help in increasing the productivity of the agents.
3. Use supervisory features available in your call center software
The training and call center solution provides the base to the agents, but still, everything relies on the agent in customer service. It is very important to make sure that each agent delivers the best user experience by using the features of the call center solution and taking training into action.
To assure this the supervisors must use the features available for supervisors in the call center software. Some of the supervisory features are a whisper, barge-in, live call monitoring, live agent view, etc. All these features are available in real time. It means during the live call, the supervisors can use all these features.
To identify the specific performance criteria, the supervisors can use the call recording or report features. The call center solution comes with a wide array of reports. Some call center software also provides graphical reports to make your review job easier.
Use all these real time and offline features of the call center solution to make sure all agents are focusing on customer satisfaction. The supervisors can give personalized training to the agents that are not living up to the expectations. This is how the call center software can help in implementing the best customer care practices.
These are the tips to increase customer satisfaction in the call center. We have one of the best call center software that can help you deliver exceptional customer service. Contact us for more details.
Call center solution has many features which can be used to run many different types of campaigns. Generally, the call center solution is used to take care of customers and prospects. However, it can also be used to generate new leads and increase sales, which many people don’t know. In this article, you will learn how one can use the call center software to increase sales of the company.
The call center solution can allow automated outbound calling to the prospective lead numbers. The executives can take benefit of predictive or auto dialer to call multiple numbers automatically. Once the call is connected, it will be assigned to the most skilled agent.
This way a lot of time otherwise wasted on manually dialing a number and connecting a call can be saved. During the live call if the prospect provides another lead number as a reference, the executive can dial that number manually, so he can reach the new lead which is not stored in the database.
Sometimes it happens that the prospect is busy and asks to callback later. In that case, the executive can set the callback date and time and the call center software will automatically callback on that number on the predefined date and time. Some prospects are very sure that they don’t need your service.
In that case, it is better not to waste time on that kind of leads and put them in the blacklist. Once the contact is added to the blacklist, the call center solution will not call that number again and save time otherwise wasted on useless calling.
The call center software also offers a feature called ‘Sticky Agent”. This feature makes sure that the lead aka prospect talks with the same executive each time. This helps in making sure the prospect talks with the same executive who knows the case and the stage of the ongoing discussion.
The call center solution also has remote agent and call forwarding feature so even if the executive is on leave, the call center software makes sure the call is attended by the same executive to build trust with the prospect which can result in the sales.
After each call, the agents can add the disposition which is a call wrap up. After the call, one can see the conclusion of the call so if in case any other agent needs to pick up the call, he can review the case and make sure he handles the call effectively.
The call center solution also offers a wide array of reports which can be used to see which campaigns are working well and which services or products are popular. This helps in focusing more on the products / services which are in demand to increase sales and revenues.
The call center software also provides barge-in, whisper, conference call, call recording and playback features to make sure the executives are dealing in the correct way to increase sales.
We have the call center solution with all features mentioned in this article and more. To know more about this call center software, contact us.
As it is an investment for your business or call center or customer care center, it is extremely important that you get the right call center software. You need to make sure that you get great returns from your investment. Here, in this article, some of the top points are shared that you may consider making the right choice.
1. Easy to use
The first thing that you need to consider while buying a contact center solution is how easy it is to use. No matter how good your contact center solution is, if your staff faces difficulty in understanding the functionality or the interface, then it will be of no use.
You can provide training to your staff so that they can know how to make use of the bought solution. Or, you can ask the vendor for a free trial so that you can know how the software is performing. Ask your staff to use the software and see how comfortable they are in using it. This will help you a lot in making a decision.
2. Total Cost
Before buying the contact center software, make sure that you know what their charges are and if there are any hidden charges that they have not mentioned. Always feel free to ask questions or queries that you have in your mind and ensure before making the final decision you get an idea of total price to be paid to own the solution.
3. Furnished with all required features
There are some common features in all contact center software that you will get, such as barge-in, conference, call routing, call forwarding and IVR. However, there are some advanced business tools that are not available in all software such as Custom Relationship Management (CRM) system.
However, you might need it. In such case, make sure that the required features are there in the solution you are planning to buy. It should support your existing business tools. It should have some value added features so to automate routine tasks.
If a customer, for example, requests a call back at a specific time, then the system should be able to make an automated call to that specific customer at the requested time. If you want to stay ahead of your competitors, buy a contact center solution that has all as such features.
4. Technical support
Contact center software, like any other software, can face a technical problem at a certain point of time, when you are using it. So the technical support team must be available when you need them the most. Make sure you check their support contract so that you get quick assistance when you need.
5. Check their reviews online
Make full use of the internet by searching for the vendor and checking their reviews online. If you see that there are a lot of positive reviews about the vendor in third party sites, then you can go ahead and choose the vendor as he has already satisfied many customers.
Elision Technologies Pvt. Ltd is a renowned vendor of high quality contact center solution. So, why wait? Get yourself a contact center solution now and watch your business grow!
We, being a leading VoIP company, thrive to benefit our existing and future customers with our best in the industry services and innovative products. We have one of the most advanced contact center solutions: Dialshree, which we keep enhancing to benefit our users. Based on our research and market trends, we have developed a collection module for the call center software.
The collection module is designed and developed to meet the needs of the companies and call centers that are dealing with collection operations. It means banks, automobile and other industry verticals where products are available on EMI and then call centers that run calling campaigns to remind the pending EMIs to the customers and to take care of other relevant operations can get a personalized call center solution for them.
Generally, the companies use traditional call center solution which may have all advanced features, but not really personalized to the collection campaigns. This increases the load of work as the agents need to do many things manually. Writing all dispositions for each call and making a lead list every time manually and upload it in the call center software. All these need to be done by the agents manually, which is extremely time consuming process.
We, Elision, have developed collection module which is personalized to meet the needs of the call centers which run campaigns for the collection. It has specific dispositions. It has automation in filtering out the leads which have already paid an EMI. It lets call centers integrate third party APIs so they can pull required information from any other software into the call center solution during the live call.
It has the “Payment Utility” which automatically pulls out the lead numbers from the calling list that have already paid the EMIs. This removes all manual efforts otherwise needed to do this task. Also, it automatically adds the numbers in the next monthly cycle for the pending EMI.
The collection module has many interesting features as listed here with other information related to this module:
There are some collection companies in India, which have started using this module and according to them this module let them save more than 50% of the time of the agents.
This module is available for Dialshree: contact center software as well as VICIDial: open source call center solution. We can also integrate it with any call center software.
We have expertise in call center solution. Thus, we can customize this or any functional module for the call center software.
To know more about this call center module, contact us.
Contact center solution is making its way in different industry sectors and Banking is not an exception anymore. In fact, banks are leveraging many benefits from the contact center solutions because it helps in overcoming the challenges banks face and add additional features to empower the business of banks.
Advanced security mechanisms to protect sensitive customer data
The contact center solution comes with the advanced security mechanisms. For example, the contact center solution of Elisiontec comes with a security feature which encrypts the customer phone number and projects it as a random key to the agent. Thus, the agent who is calling to customer or receiving the call would never get to see the original number of the customer. This gives a high level security over data theft.
Also, as the contact center solution is handled by the in-house staff, there is no 3rd party vendor getting its access. The contact center solution comes with many as such security modules to solidify the security of bank database.
Multiple communication channels including SMS, Email, Fax for omnichannel customer support
The contact center solution comes with the advanced and multiple communication channels. It is not limited to just audio calling or video calling. The contact center solution now supports email, SMS, fax along with the audio and video calling.
This is a common need of banks to send an email or an SMS for verification or steps to be taken during or after the call and this can be achieved with the contact center solution.
Prompt reply to customers’ queries
There are two ways to provide customer support for banks.
Outsource to a 3rd party vendor
Setup an in-house customer support center
If a bank outsources the customer support to a 3rd party vendor, it may increase response time or many customer queries has to be in “callback with more details” status because the 3rd party vendors may not be aware of all answers.
However, the bank can setup an in-house customer care center where they can give instant answers to customers as the queries are handled by bank executives. Also, they have seniors to answer the difficult questions of customers in real time. This helps the bank in providing prompt answers.
Keep clear track and log of each activity
The contact center solution comes with a whole range of reports. Also, each activity is logged into the solution itself. Thus, each call made or received is logged into the system with all relevant details such as name of the agents, call duration, etc.
Furthermore, this call can be recorded for review purpose. Thus, banks can have all data in report form to review the quality as well as to make an assessment.
Improved ROI
The contact center solution improves customer satisfaction and staff productivity at a greater level, which helps in increasing the repeat and referral business. Also, it reduces operational cost from 30 to 70% which saves funds. Collectively, all these factors increase the return over investment.
To get answers of any of your questions, contact us!
