CRM Solution - Elision Technologies

Call Center CRM Integration Enhances Performance

Posted on July 8, 2019 - 7:32 am by Hiren Pancholi

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.

Call Center CRM Integration vs. Call Center Integrated CRM Solution

Posted on July 4, 2019 - 6:11 pm by Hiren Pancholi

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.

How vTiger Customization Empower Businesses?

Posted on June 17, 2019 - 11:35 am by Hiren Pancholi

vTiger is a leading CRM solution which is in use by thousands of companies all across the world. It is an open source CRM system. Thus, it is in use by small, medium and large scaled businesses. To use vTiger: CRM solution, the only investment needs to be made on it is to install and setup this open source CRM solution.

According to the vTiger experts and other industry leaders, vTiger in its pure form is a really powerful tool. However, each business is different and each business has its own sort of business model. Thus, to take care of the business and various operations which involve a CRM solution, the vTiger customization can be really useful.

One can get custom vTiger module development or just enhance the functionality of this CRM system with its operations. The vTiger experts often first analyze and understand the operations of the company and based on that they make a suggestion of vTiger customization in a way that it can help in increasing the productivity and accuracy of the data stored in the vTiger: CRM solution. They also automate some tasks so the manual staff can be free to take care of other operations which need their expertise and experience.

One more really popular vTiger customization service is adding click to call functionality in it. Once the click to call functionality gets added into the vTiger CRM system, its users can generate calls without any need of a third party application or a hardware based phone or dialing a number manually. The system will generate and connect the call. This saves a lot of time of the users.

The vTiger experts can also encrypt the data that is shown to the employees who access the vTiger solution. This way the sensitive information about the customer such as, his / her contact details can be kept secure and protected from any misuse.

The VICIDial vTiger customization is also one of the popular vTiger customization services used by the businesses and call centers. This helps in using both VICIDial: Call Center Solution and vTiger: CRM solution within a single sign on. It also keeps the same copy of data in both systems. The vTiger experts can integrate the vTiger CRM solution with any call center software.

The vTiger experts can help you leverage real benefits of this powerful open source CRM solution, namely, vTiger. We are one of the companies which have a team of vTiger experts and we have performed development, customization, automation, integration and many other types of operations on the vTiger: CRM solution. Contact us to discuss your requirement.

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.

VICIDial vTiger Integration Benefits for Call Centers and Enterprises

Posted on April 25, 2019 - 6:25 am by Hiren Pancholi

Both, VICIDial and vTiger are well known open source solutions. It is largely in use by small to big scale enterprises. VICIDial is a very popular contact center solution that can provide a robust platform to run a small to large scaled customer care center.

On the other hand, vTiger is a powerful customer relationship management solution that can make lead management simpler and accurate. The VICIDial vTiger integration bestows a prevailing tool to a call center, customer care center and a sales department of any enterprise. Let’s unveil the top 3 benefits of vTiger and VICIDial integration:

Fetch and manage all customer data stored in vTiger within VICIdial to SAVE TIME

With our years of hard work we have developed the skills to not only successfully integrate vTiger solution with VICIdial call center software, but we have also made a solution that will allow your agents to fetch a complete record of a customer within the VICIDial window from vTiger record.

Not only this, an agent can edit the information of the customer from VICIDial that will be reflected in the vTIger CRM solution as well. It means all benefits of vTiger CRM can be leveraged within the VICIDial call center software. There will be huge time saving for an agent from switching from one screen to another.

Increase number of calls with click2call and call widget within CRM

Our VoIP developers have developed a call widget and a module that can be used within vTiger to make calls from this open source CRM and use the complete calling widget of VICIDial.

Moreover, the vTiger will get the click-to-call functionality, so agent just needs to click on the number and call will be positioned using the VICIDial widget. The agent will see a call widget in his screen to take relevant actions such as putting a call on hold, transferring it to another agent, adding disposition, so on and so forth.

This increases the number of calls made within an hour compared to manual dialing.

Increased agent productivity

The agent is the warrior of any call center or lead generation center and his/her productivity define the success or failure of the organization.

The VICIDial vTiger integration service will provide a single sign on functionality to your agents that will save a lot of time of an agent from switching through different systems. Also, the agent can provide quick and better services to a customer with a personalized experience.

This will make call wrap up faster with the best customer satisfaction ratio. The flexibility of both solutions within a single system will increase agent productivity up to 600%.

Our VoIP engineers provide CRM call center integration for any open source or custom solutions. Also, we have advanced module for both, VICIDial and vTiger. Let’s discuss more details with a quick chat. Contact us today!

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.

What Is Call Center CRM Integration? How It Works?

Posted on December 18, 2018 - 6:29 pm by Hiren Pancholi

Call Center CRM Integration and Its Types

Call center solutions are used to run various lead generation, lead nurturing and customer support campaigns. Earlier the call center solutions were so expensive that only big companies, BPOs and KPOs could buy the call center software to run their campaigns.

However, these days the technological advancements and the reduced calling costs due to VoIP based call center solution, the call center software is available for all sized businesses. Likewise, the CRM system is another important and cost effectively available solution, which is used to manage the lead information and data.

Do you know that integrating these 2 different and highly powerful systems together can help you increase your agent / executive productivity, customer satisfaction and overall business?

The Call Center CRM integration is possible and this integration usually happens in a way that your team can use the major features of both of these solutions within a single window. They don’t need to switch back and forth to use these two systems.

If you are completely unaware of the concept of Call Center CRM Integration, please read, Complete Guide on Call Center CRM Integration.

What Is Call Center CRM Integration?

In simpler words, integrating one of these solutions in another one in a way that the major features of that system can be used within a single system is called call center CRM integration. Moreover, it automates some actions to remove the necessity to perform redundant actions.

How Call Center CRM Integration Works?

This integration of the call center software and CRM system can be done in two different ways.

1. CRM integration within call center solution

Here the integration is performed in a way that major features of CRM system are accessible within the call center software. It means when a call is connected, the agent / executive can see a popup which will show all details related to lead which are stored in the CRM system.

Moreover, whatever changes made within the call center solution in the lead data will be updated in the CRM record automatically. This integration can be done in a way that the disposition and campaign leads created in the call center solution can automatically get added in the CRM system.

2. Call center solution integration within the CRM system

In this case, the VoIP experts integrate call center dialer aka call controls in the CRM system. Moreover, the click to call functionality will be added in the CRM system. Once this type of call center CRM integration is done, the executives / agents can click on the lead data to generate a call to the lead.

As soon as the call is dialed with the click2call functionality, the call center dialer will be popped up with the basic features like, mute, un-mute, call transfer, call hold and retrieve, etc. As soon as the call is finished, a disposition-box will popup so the status of the call can be added.

These are the 2 different ways of the CRM call center integration. One can be chosen based on the usage of these 2 systems by the company. Alternatively, take help of the expertise of the service provider to assure you choose the best option.

We have helped many businesses with our call center CRM integration services and we have expertise in integrating any call center solution with any CRM system, including, open source and proprietary. Contact us to know more about it.

Top 3 Reasons You Should Opt for vTiger Customization from Expert vTiger Developers

Posted on October 16, 2018 - 6:42 am by Hiren Pancholi

Built on Linux Apache MySQL (PHP) LAMP, vTiger can be regarded as one of the best CRM software that has excellent built-in solutions. These solutions range from email marketing to activity and project management. It acts as a one-stop solution management for most enterprises in the world.

The vTiger CRM software is an open-source and ideal for all kinds of enterprises. It is extremely flexible and can be customized according to the specific needs of your business through the vTiger customization process.

With this CRM, you can manage enterprise activities related to inventory that include sales force and marketing automation, customer service, procurement and customer support.

The tools and add-ons will help you in enhancing the productivity of your enterprise. It is the modular structure of this CRM software solution that enables you to customize the module development according to your business requirement.

Here are the top 3 reasons that prove why you should get vTiger customization from an expert:

Unique solution

There are many companies out there that do not want to go with the one-size-fits-all solution. As every business is unique, you may want to get a solution that is perfect according to your business model. This is exactly where vTiger customization service comes into the picture.

The vTiger customization service providers know what will really work for you. They don’t suggest the same old solution and provide you with the same basic customization packages. Instead, they understand why customization is so important for your business and offer you with specific services perfect for your business type.

Trained vTiger experts

The vTiger experts are completely trained in CRM solutions. So they understand how the business models work and what a business actually needs. If you get a vTiger customization service from a service provider, you don’t have to worry about anything, as they know the exact customized solution that fits your business needs perfectly.

Required tools and expertise

The vTiger customization has many aspects. Whether you are looking for advanced reporting, new data collection modules or something else, you can count on the customization service providers. They have all the tools as well as expertise to give your software the ability to work the way you need it to.

Now that you know why it is important to get vTiger customization from vTiger experts, let’s discuss a few advantages of this CRM solution:

Zero license cost
As this is a cloud-based software, you can access it anytime and from anywhere you want
There is an inbuilt set of more than 40 tools
The plug-in support in vTiger CRM is very effective
It has advanced reporting capabilities
It can be customized easily because of its modular structure
Easy integration with digital marketing plug-ins, emails and much more
Reliable functionality and secure database

We, Elision Technologies Pvt. Ltd, are one of the companies that are renowned for its best in the industry vTiger customization services. The company offers customization and custom vTiger development as well as Hire vTiger expert models to benefit its customers.

The vTiger experts of Elision can go for easy as well as any level of customization for their clients. The company offers affordable support and cost-effective customization services.

So what are you waiting for? Get vTiger customization service from vTiger experts at Elision now! For more details, please visit

Top 5 Things to Remember While Handling Inbound Call Center Service Calls

Posted on September 25, 2018 - 3:48 pm by Hiren Pancholi

Call centers can achieve success milestones only if they provide the best customer services. Whether it is a BPO or an in-house call center setup for a business, the agents / executives must have required skills and expertise to handle the customer calls.

They must have latest tools such as, Contact center solution, CRM solution, etc., so they can handle the calls efficaciously. Moreover, the companies must conduct training sessions on a regular basis to train the agents / executives to handle calls.

The customer care centers often attend inbound calls and following the tips shared in this article will improve the skills to handle a call and increase customer satisfaction.

Be Professional

Whenever you attend the call, you have to make sure to be professional. Of course, good contact center software pops up the script that you may read to assure the professionalism required. However, in a live call, you will need to take care of certain unexpected questions and allegations; sometimes you may need to deal with stubborn customers who just don’t want to listen to your side of the story.

In any case, you need to maintain the professionalism. You have to ask questions and respond to the questions in the most formal manner. Even if the customer is friendly or rude, you have to maintain the same tone, style and etiquette.

Give Personalized Answers

Nobody likes to talk to a machine like an agent / executive who gives mugged up answers or read the script monotonously. Thus, you have to make sure that you listen to the conversation carefully and give personalized responses.

The BPOs and customer care centers take benefit of the Call Center CRM Integration. This integration opens a popup of lead information within the call center software. The details are fetched from the CRM solution. This information popup really helps agents to provide a personalized response to the caller to delight them.

Stay Positive and Calm

One of the toughest jobs in the world is of a customer care executive. He needs to deal with furious, rude, nowise, stubborn, tired, funny, happy and over excited customers. It is tough to maintain the cool in all situations, but that’s their job.

No matter what the situation is and what type of client the agent is dealing with, he has to stay positive and calm. Of course, agents are humans, too, and can get frustrated or irritated, but you have to keep calm and give positive answers to the customer and that’s the key.

Take Control

The trait of super successful agents is they take control of the situation and the call from the very first minute. To do this all you need to do is, gain the trust of the customer and make them realize you are favoring the customer and he will get the best solution. This is a tough job, but learning and practice can make this impossible looking job possible.

Don’t Argue

When you start arguing, you actually lose the game. You might be dealing with the angry customer and arguing with them can make them furious. You better put your points in a different manner, so they don’t find it as an argument.

Concluding Note

The agents / executives can cultivate the traits of handling customer care calls effectively. All they need to do is focus on the solutions than the problem. Also, they must be empowered with the advanced call center tools.

Call Center CRM Integration: Empower your Agents to Cater Customers with Personalize Omnichannel Communication

Posted on July 3, 2018 - 2:10 pm by Hiren Pancholi

Call Center CRM Integration - Elisiontec

Each business has a customer care center whether in-house or outsourced to a third party call center. The two major solutions used in the process of effective customer support area

CRM solution to manage customer information and
Contact center solution to make and receive calls to provide real time support service to clients.

Both of these are two huge systems and the agents normally need to switch back and forth between these two solutions. What If these two systems are integrated and your agents can access the major features of both solutions within a single screen.

Moreover, you won’t need to buy or change your existing call center software or CRM solution. You will not lose any of your existing data.

Yes, all of these can be possible with the Call Center CRM Integration.

We, at Elisiontec, have expertise in integrating any open source or custom CRM software and Contact center solution in a way that both systems’ can be accessed within a single window.

The CRM Call Center Integration will help you leverage many benefits. Explore top benefits of VICIDial vTiger Integration which are true for any other call center software and CRM solution. This integration will help you to empower your agents and customer care executives to perform better. They can provide a personalized support to clients confidently.

1. Synchronize

The CRM Call Center Integration will not only let you access the major features of these two powerful systems within a single system, but it will also synchronize these two systems in a way that it works in harmony.

All changes and operations made via one system will be reflected in the other as well. This will make the task of customer data synchronization efficient.

2. Streamline

The information and data synchronized in both systems will not only streamline the customer information, but also streamline many operations. The business development department can also take benefit from this along with the customer care and support division.

3. Simplify

The CRM Call Center Integration will simplify many operations such as,

Handling customer calls
Providing personalized support
Keeping customer data up-to-date
Handling contacts in omni-direction without any roadblocks.
And more

The agents will have easy access to all information that represents the real time data. The simplified operations and removed complexity will refill your agents with more confidence to provide the best services with a personalized experience to the clients.

4. Track

When we integrate the call center solution and CRM system so it can work seamlessly as a single solution, we also add a module that will let you track complete logs of all changes made to these solutions. You can track who made which change in the CRM system and when. You will also see a complete log report of calls made to the customers.

5. Empower

The CRM Call Center Integration will empower your agents to provide an omnichannel customer support with a personal touch. Your contact center solution and CRM solution will be empowered to work in harmony and your customers will be empowered with quick and accurate services. This way you can create a strengthened business.

There are many interesting and never seen before features that we offer as part of our Call Center CRM Integration services. Let us explain those in context to your business. Contact us.

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