CRM Solution - Elision Technologies

Elision Is Going to Participate in BPO Tech Summit 2020

Posted on January 20, 2020 - 12:30 pm by Hiren Pancholi

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.

DialShree: Call Center Solution
IT help desk ticketing solution
IP PBX software
Missed call solution
Code Blue: emergency alert solution
Voice broadcasting solution
IVR system
And many more

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: 23^rd January 2020

Venue: Sheraton Grand, Bangalore

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

Top 5 Must Have Excellent Customer Service Skills

Posted on January 10, 2020 - 11:11 am by Hiren Pancholi

Top 5 Excellent Customer Service Skills for Agents

Agents are representatives of the company and they are responsible for making or breaking an image of the company. The agents have to deal with a myriad of emotions and behaviors on a daily basis. They need to perform the most crucial job of keeping customers happy.

They are also responsible for pacifying the angry customers and win their trust again. It is not an easy job and that’s why today we will share the top 5 excellent skills each call center agent must possess to provide the best customer service.

1. Patience

The agent needs to deal with various types of customers. Some might be too angry because of the problem they are facing; some are puzzled due to lack of knowledge and some who just want to blame you for something. On the contrary, some are easy to tackle; some are too talkative and some coming with the same queries again and again.

Regardless of the reactions of the customers, an agent has to listen to the customer with a lot of patience. Even if he knows the answer after hearing the very first line of the customer, the agent has to keep patience until the customer finishes explaining. He needs to keep two golden rules of customer support in mind:

Never interrupt the customer
Be polite

Both of these can be achieved only if the agent posses patience.

2. Active Listening

Being an agent, you must have a lot of tasks to finish and being humans we tend to get bored sometimes, especially, when we are helping someone to resolve the same problem 20^th time. In such situations, we tend to become multitasking and along with listening, we start doing something else in parallel.

The reason is your distraction will be vocal to a customer even if he can’t see you. The agent has to be actively involved during the call and stop doing anything else to provide the best services.

3. Positive Attitude

The agent needs to deal with a lot of challenges as part of his job. For example, tight targets, furious customers, long tiring work schedule, etc. Despite all these, the agent has to keep the same energy and empathy in the voice for each call he attends.

The response of the agent has to be as lively even on the 100^th call as it was on his first call. For this, a positive attitude is the must have skill in all agents. It keeps them going on and performs at their best.

4. Knowledge

If the agent doesn’t have a thorough understanding and intense knowledge of the product or service he is advocating, then he will not sound confident and reliable. Thus, the first job of the agent is to understand the product/solution that he is going to sell or provide support for.

He must understand the complete flow, USPs, benefits, and disadvantages of the product. Quick adaptability and learning attitude can be really helpful to master this skill.

5. Technical Knowledge with Easy Vocabulary

The agent needs to deal with various technical solutions such as call center software, CRM system, Helpdesk ticketing system, so on and so forth. To make effective use of these solutions, the agent has to be well versed in all of these. Furthermore, he should know some technical aspects of the service or product he is working for.

He has to use a perfect blend of technical and normal vocabulary while explaining or guiding a caller. The caller might not know all the jargons and thus, an agent has to use easy to understand language. These are the top 5 must have skills in a call center agent to provide excellent customer support.

We, Elision, offer the best solutions for a call center such as call center solution, CRM solution, Call Center CRM integration, custom call center software module, etc. Contact us to discuss more.

What You Must Keep In Mind While Performing Call Center CRM Integration?

Posted on December 5, 2019 - 11:49 am by Hiren Pancholi

Tips to Keep In Mind for Successful Call Center CRM Integration

A call center solution is a vital tool these days. It comes with an amazing range of features that aims to increase efficiency and speed in an organization. There are many use cases of using a call center software solution in any organization regardless of its size and industry vertical.

CRM stands for Customer Relationship Management. This solution is used in different organizations to keep records of customers in a well-defined manner. It is also used to boost digital marketing campaigns to make them more effective. These marketing campaigns often increase results.

These two most powerful solutions, namely, call center solution and CRM software can be combined to work in a streamlined manner with the process of call center CRM integration. The top VoIP companies offer this integration for open source and proprietary CRM and call center solutions.

There are many benefits of integrating call center and CRM solutions together which are tried and tested by many companies and organizations. This is one of the reasons many companies and organizations have started investing in call center CRM integration services.

To leverage all benefits from this integrated solution, it is necessary to assure the integration is performed carefully. How can you assure that? Here are the top 2 tips to keep in mind while your team or your provider performs call center CRM integration:

1. Experience is must

Whether your in-house team will perform integration or you have chosen a VoIP development company to perform integration, it is necessary to assure that the engineers have the required experience in performing call center CRM integration. They must have performed this sort of integration successfully multiple times to make sure they can carry out the process with ease.

2. Take pre-integration steps

Before any sort of development, it is necessary to take some advanced steps to make the stage ready for successful completion. In terms of CRM call center Integration, you need to take care of the following steps:

If you are already using a call center solution and/ or CRM software, take the backup of data and records you have in both of these systems.
If you are setting up a completely new IT infrastructure, make sure to understand what channels will be integrated and what will be the output.

If you have any specific requirements such as opening encrypted records of the customer, you need to make sure you let your team or provider know about it. Also, define and update the developer whether you want to push data from one system to another in real-time or in batches.

These are the top 2 tips you need to keep in mind and also need to take care of while investing in the call center CRM integration.

We offer call center CRM integration and we have integrated various call center solutions with different CRM systems. We can help you with your requirements. Please contact us for more details.

Key Benefits of vTiger CRM Solution for Businesses

Posted on November 11, 2019 - 2:42 am by Hiren Pancholi

Automation in business processes has brought radical changes. It increases efficiency, accuracy, and productivity. The CRM solutions are one of those technological inventions that help businesses in introducing automation in process and leverage a range of business benefits.

vTiger CRM solution is one of the most widely used and appreciated CRM aka Customer Relationship Management Solution. It can be used by any scaled business from SMB to MNC. It is an open source CRM solution with a highly customized nature.

The vTiger Experts can develop custom modules to add additional functionalities in this CRM solution. Furthermore, they can perform customization to make it fit with your business specifics.

The vTiger is an enterprise CRM solution with a modular architecture, which is easy to customize by the vTiger experts to meet your custom requirements. Let’s explore the top 5 key benefits of the vTiger solution:

Open Source Architecture

vTiger is an open source CRM system. This fact bestows many benefits as with any other open source solution. You can tweak the code and also have ownership of it. You can perform vTiger customization to meet your business needs.

Highest Security

The vTiger is developed on top of PHP and MySQL database architecture. It has inbuilt security mechanisms. As it is an open source CRM system, all you need to pay is setup and installation fee or fee for the vTiger customization. For vTiger customization and custom module development, you can take the help of available cost effective vTiger experts or utilize free plug-ins.

Modular Architecture

This enterprise CRM system has a highly modular architecture, which means you can customize the CRM solution at the module level. The vTiger customization can help in streamlining the process of sales, business development and customer relationship nurturing tasks as well as it helps in inserting automation in many sales, business development and lead nurturing activities. The vTiger experts can help you in this journey of effective and efficient usage of CRM and your other resources.

Flexible

The vTiger CRM system is compatible with different devices, systems, and browsers. Furthermore, it can be installed in a cloud environment or your in-house server. It is easy to use; can be accessed remotely, in real-time and can be installed on any hosting environment. All these benefits and its flexible nature make vTiger a perfect solution for all different organizations.

We, Elisiontec, have benefited many clients with our skills and expertise in the vTiger system. We have amazing vTiger modules which will increase its efficiency and resource utilization up to 80% more. Let’s discuss more in detail. Contact us, NOW!

Integrated CRM Is Must for Seamless Working in Call Centers

Posted on October 24, 2019 - 6:20 am by Hiren Pancholi

It is quite common for people to feel frustrated just at the thought of calling a customer support team for any product or service. That is the feeling that people have about call centers.

However, with the tough competition faced by businesses in today’s world, they realize that the only way to be distinctly different from others is to offer world-class customer service to their customers. One such technology, which they can use to provide the best-in-class customer support is the call center CRM integration.

The CRM system

It is the customer relationship management system that helps a call center agent in identifying the customers’ requirements by providing them useful information about a customer.

Call center solution and CRM system

The call center solution and CRM system are two vital tools used by the call center executives. They use the former to run call campaigns, while the latter gives them details of the caller using which they can provide personalized support to each customer.

The major challenge faced by most agents is toggling between two different screens of the call center solution and CRM system. The use of call center CRM integration would help agents overcome this challenge as both the tools will work in unison with each other.

Key characteristics of call center CRM integration:

API integration

API (Application Programming Interface) is a tool that enables the computer to access and edit data by loading pages. Once the call center solution and CRM system establish communication through the API, they are integrated.

Integration with multiple systems

Any business uses several tools and systems to function. Some of them include platforms like AdWords, Facebook or Google apps, chat tools. The call center CRM integration enables all these tools to work in harmony as a single system.

Real time data update

As the call center CRM integration enables synchronization of different systems, any details or information fed in one system will get automatically updated in the other. Hence, both systems will have real-time data at all times.

Reduced workload of agents

With call center CRM integration, the agents no longer have to switch operations between two screens. They can use one single screen to access two systems. Also, all the information about a customer is provided to the agent during a live call in the call center solution itself.

Enhanced accuracy and efficiency

Many times, customers feel that the agents do not have adequate knowledge about the products or services they offer. This is because the agents take a lot of time to look up for information that they need to provide to the customer. With call center CRM integration, they will have all the information at their fingertips without the need to switch systems.

Improved KPIs

With all the information available to the agents at one go, it is quite common that the Average Wait Time (AWT) will decrease and the rate of First Call Resolution (FCR) will improve.

From the above, it is quite evident that call center CRM integration enhances the productivity and efficiency of the entire call center and business as a whole.

Looking for call center CRM integration services? Contact us.

Best Practices for Outbound Call Center

Posted on October 7, 2019 - 7:38 am by Hiren Pancholi

What strategies does a company use to determine the performance of its outbound call center? If they think that the number of calls is like a business-driven ideology, then they are overlooking their potential competitors. Outbound call center solutions enable companies to increase ROI while maximizing conversion rates.

Click to Call

Do you know that the click-to-call feature can reduce dialing errors? Agents can easily call their customer number with a single click on their desktop, CRM, and contact profiles. This feature in the call center solution improves efficiency by connecting available agents directly to customers and smart dialing strategy eliminates duplicate work and increases agent productivity.

Predictive dialer

Tired of hung and unanswered calls? Predictive Dialer of call center software reduces call latency by intelligently assigning calls to agents based on predefined parameters. With predictive dialer software, agents can place more calls as compared to dialing manually.

Call Recording and Monitoring

Good news to managers and supervisors! They can use real-time agent monitoring tools available in the call center solution to measure call quality and easily monitor agent performance. This allows managers to whisper, snoop, and participate between calls while listening to live calls and providing better support to their agents to deal with customers.

CRM Integration

Integrate call center solution with CRM with call center CRM integration to update information for single-source information. Allow agents to call and access and store data in one place. If an agent is familiar with the customer’s conversational insights into previous interactions, they can exceed customer expectations.

Soft Skill Development

The way an agent speaks to a customer has a big impact on the response of the customer’s offer. These factors are often overlooked by agents because they focus more on increasing sales. They need to closely check what they say to their customers and, more importantly, how they say. Telemarketers should have a clear voice that customers can easily understand and have a positive impact on their thoughts.

Data optimization

It is important to optimize their data so that agents do not miss potential leads. Many telemarketing companies don’t update leads and don’t track missed calls, so they may miss opportunities to affect their monetization. Therefore, telemarketers must regularly update their telemarketing lists to make the most of their opportunities.

Automation

Agents do not have time to breathe in outbound call centers. They are full of tasks, but if the company takes care of the staff correctly, they will take better care of their customers! Power agents using a help desk ticketing system that helps agents track missing interactions. The ticketing system automatically generates tickets from other channels, eliminating the duplication of agents that manually generate tickets for customers.

Feedback Collection

To survive and thrive in today’s increasingly competitive global marketplace, listening to customers is a prerequisite. Every call center must have a dedicated team to review customer feedback and take action to address these issues to prevent future iterations. Collect customer feedback via SMS, email or IVR call which is available in an omnichannel call center solution.

Telemarketing is becoming increasingly difficult day by day, so it is important for telemarketers to follow these best practices including call center software to ensure optimal growth. Telemarketers serve as the human extension of their organization, they must have all the tools they need to deliver optimal performance.

We offer the best call center software to run an outbound call center. For more details, contact us.

How CRM System Empowers Call Centers?

Posted on September 5, 2019 - 5:02 pm by Hiren Pancholi

Call center is a gigantic industry. That’s why many tools are invented specifically to benefit this industry with the power of advanced technologies. The call center solution is the most used software in the call centers. In fact, some call centers use only this solution in their organization and nothing else.

Definitely, the call center dialer software which is loaded with a wide array of features is the best solution and must be in the kitty of the call centers, but there are some more solutions that can be used in the call center industry to increase efficiency and efficacy.

The CRM (Customer Relationship Management) solution is one of as such solutions. It can be used in multiple ways to increase the benefits of the call center. Let’s explore the top 2 benefits of using the CRM solution in your business.

1. It helps to store more detailed information about the customer

The call center software solutions usually have some fields that let agents store information about the customer. However, it cannot store the complete detailed information about the client as well as it cannot help in keeping the trail of different activities or customer related information.

For example, if a call center runs campaigns related to the collection, then it is necessary to check the information of the payment history, generally available in collection call center software. The CRM software can be used to store all these and much more information about the customer along with its interaction history to help agents use their pitch accordingly.

2. It helps to provide personalized answers

Knowing your customers can help you improve the relationship with them. This applies to all industries and call center industry is not an exception here. The call centers can use the CRM solution to achieve this. The CRM system can be used to help agents building a strong bond with the customers.

They can use the information stored about the customer in the CRM system during the live call to provide personalized answers or to personalize the offer to persuade the prospective customer. The call center CRM integration can further help in achieving this with the CRM popup within the call center dialer solution. It means the agents can see complete information about the customer within the call center software without any extra steps. This also increases agent performance.

These are the top two benefits of using the CRM solution. One can leverage many more benefits by using this system.

We have more than 12 years of experience in catering to the call center industries with the best in the industry solutions. Contact us to know more about our solutions.

VICIDial vTiger Integration Guide

Posted on August 15, 2019 - 3:22 pm by Hiren Pancholi

Whether we talk about call centers or we talk about non-profit or profit organizations, all can use call center solution and CRM system to gain some amazing benefits. For various reasons, the VICIDial has been one of the most popular call center software.

On the other hand, the vTiger is one of the widely used CRM systems. There are many companies that use both of these solutions and switch back and forth to access different features of these two most powerful solutions involved in lead generation, support and customer care tasks.

What is VICIDial vTiger Integration?

As mentioned earlier, both of these solutions are commonly used in many call centers and companies. The vTiger is perfect for lead and customer management operations and VICIDial is perfect to take care of calling operations. The fact to be noted here is that both of these solutions are used as independent solutions.

The agents and executives switch back and forth between these two solutions. It wastes a lot of time and productive resources. The VICIDial vTiger integration is the solution to these concerns.

The VoIP companies integrate both of these solutions, namely, VICIDial: call center software and vTiger: CRM solution. The integration lets work both of these solutions in a streamlined manner. There can be two different types of provisioning to integrate these systems as briefed below:

Access VICIDial in vTiger

Some companies run a lot of calling campaigns such as call centers. In this case, accessing CRM features within the call center solution is more beneficial. Thus, the VoIP experts of the company will make VICIDial vTiger integration in a way that the lead data stored in the vTiger: CRM system can be accessed within the VICIDial: Call Center Software. It means an agent can view the lead popup fetched from the CRM. He or she can also make changes in the lead record which will be reflected within the CRM solution as well.

Access vTiger in VICIDial

The organizations often not run calling campaigns in a heavy manner. They occasionally use VICIDial to run calling campaigns. This type of organizations uses vTiger more during the operations. Thus, to help them the VoIP experts perform VICIDial vTiger integration in a manner that the call center dialer features of the VICIDial: Call Center Solution can be accessed within the vTiger: CRM solution.

It means a sales rep or business development executive can make a call within the CRM system by clicking on the lead. Once the call is connected, he will see the VICIDial dialer in the CRM screen. The executive can put the call on hold and then pick it back. They can also transfer or forward an ongoing call.

These are the top two approaches available for VICIDial vTiger integration and one can choose based on the business model and tool use.

This integration removes many roadblocks and results in increased productivity, efficiency, customer delight and returns. We offer VICIDial vTiger integration services with personalization. Contact us for more details.

1. Manage detailed customer information more effectively

The call center solution often lets agents store basic information about the customer along with the trail of dispositions. However, customer data is often bigger than the basic information. The CRM solution provides more fields and functionalities to let you store more detailed information about the customer.

In fact, the CRM solution can be used to store a complete trail of different interactions of the customers with the system and the company. One can also identify different patterns and important data by using the CRM solution in combination with the call center software.

2. Deliver personalized experience to the customers

As mentioned in the earlier point, the call center software is furnished with a wide array of features which let call centers store detailed information about the customers. The agents can keep these stored CRM data in front of their eyes while handling a call from the customer.

Furthermore, they can use the stored information in the CRM solution to cater to customers in a more personalized manner. This will make your customers feel valued as well as engaged. This will help in increasing customer satisfaction, giving first call resolution and increasing performance of the agents.

3. Increase agent productivity

When the agents will have all customer data in front of them, they will not need to keep customers on hold while looking for the required information in the system, which often frustrates customers. The agents can cater to customers more effectively and rapidly. This will boost their morale and increase productivity.

These are the top 3 benefits of using a CRM solution. You can use custom or open source CRM solution like vTiger. Moreover, make sure to integrate both, CRM and call center software with professional call center CRM integration services. This will let your call center gain more benefits.

We provide all different solutions to the call centers, including, call center software, CRM solution, call center CRM integration and more. Contact us to discuss your requirements.

Top 3 Must Use Tools for a Call Center

Posted on July 29, 2019 - 7:40 am by Hiren Pancholi

Call centers are a lifeline for many businesses. Some businesses outsource their call center business to full-fledged call centers and some set up an in-house call center to take care of call center related operations. In any case, the call center has to use top solutions and tools. They can’t rely on the traditional telephone to provide call center services.

Now, the question is, which are the must-have tools to make sure the call centers provide effective services within the minimum time to the customers so the revenues and ROI, both can be increased. Don’t worry, in this article, I will share the top 3 tools that can prove to be the best tools to leverage the benefits of having a call center.

1. Call center software

Without a doubt, the first tool needed by any call center is the call center solution. One has to invest in the call center software and required infrastructure. This solution comes with a wide array of features. These features are necessary to create a business that is streamlined. It comes with different call routing rules, dialers, coaching, reports, and relevant features to benefit the call centers with the most advanced tool to take care of any and all call center related operations.

2. Live chat solution

Whether you believe it or not, the call centers in today’s era need to have live chat software. Why? Well, the simplest reason is this is customer demand. Millennials prefer to chat over a telephonic conversation. Also, there are many customers that used to be busy and don’t have time to call a call center and stay in the call queue until they get connected. On the contrary, they can add a message in the live chat and get back to their routine until the agent responds back. This is easier for them and also save time. Thus, a live chat solution is very important for any call center. The companies need to invest in the white label live chat solution to receive a wide range of features such as transfer chat, group chat, etc.

3. CRM system

The customer database has to be managed in the CRM solution. This helps in many different ways. A company can have a clear track of the customer. Also, the company can take benefit of the customer journey and relevant digital marketing steps to increase customer engagement. The company can also use the information stored in the CRM solution to run various call center campaigns. During the live call, the agents can use customer information to provide personalized comments to the customer. Due to all these benefits, the CRM system is one of the top 3 and must-have solutions in the call center.

We, at Elision, offer all 3 of these solutions for the call centers. We also provide integration of all these 3 solutions in a way that the customers can make use of these systems within a single sign-on. For more details, contact us.

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