CRM - Elision Technologies

Difference between Call Center CRM Integration and CRM Call Center Integration

Posted on October 8, 2020 - 8:26 am by Hiren Pancholi

Call Center CRM Integration vs. CRM Call Center Integration

Call center solutions and CRM software are widely in use. An effective way of using these two solutions is by using an integrated solution. The integration lets your team members use the major features of both of these solutions and some added features within a single window. In technical terms, it is known as Single Sign-On functionality.

Call center CRM integration and CRM call center integration, both terms may seem similar, but both are different. Many people use these terms interchangeably as well. To clarify the difference between both, in this blog, we will share more details about the difference between both of these terms.

1. Call center CRM integration

This term means integrating a CRM solution into the call center software. Once call center CRM integration is completed, the agents or your business executives can see the information of customers in the call center software during a live call. This information gets fetched from your CRM system.

If during a live call, the agent needs to make any changes in the data of the customer, he can make those changes without leaving the call center dialer window. Once the call gets ended, each change in the customer record gets stored in the CRM solution.

2. CRM call center integration

This term implies integrating a call center solution into the CRM software. It means major features of call center dialer are made available within your customer relationship management solution. Once the call center solution gets integrated into the CRM software with the CRM call center integration process, your agents can access a call center dialer within your CRM solution. This call center dialer is called a call center widget in technical terms. Moreover, your agents receive multiple features as briefed below:

Click to call: A button beside the number of customers in each customer record gets added. The agents can click on that button to call the customer on that number.
Call center widget: As soon as the customer attends the call, a call center dialer pops up in the CRM system, which is known as the call center widget. It will have the primary features of a call center dialer software such as:
- Call hold and pickup
- Call mute and un-mute
- Call transfer
- And more
After the call completion, agents can also add a disposition, which will be stored in the call center solution.

Similarities between Call Center CRM Integration VS CRM Call Center Integration

Both of these integrated models also have some similarities or similar features as mentioned below:

New exported or added customer record can be pushed to another system
Any changes made in the records will be auto-saved in both systems
Call logs and changelogs will be made available. The changelogs give detailed information on who made which changes
You can use both systems independently as well if needed

Conclusion

Call center CRM integration and CRM call center integration, both are beneficial. One needs to choose the one based on the use of the systems. To get help for integration or selecting the right integration method, contact us.

How an Integrated Call Center Solution Provides a Powerful Tool?

Posted on September 10, 2020 - 10:40 am by Hiren Pancholi

Integrated Call Center Solution A Powerful Tool

Call center solution is used by companies or call centers to cater to customers. It helps in increasing revenues by retaining customers and attracting new business. Call center solutions usually come with some amazing features. However, competition and customer demands are increasing like anything. Thus, call centers need an integrated call center solution.

What is an integrated call center solution?

When one or more solutions or APIs are integrated into the call center solution, it is called an integrated solution.

Read this article to know more about the Importance of Integrations in a Call Center Solution

Now, let’s unveil how an integrated call center solution provides a powerful tool to call centers and how it benefits them:

1. Improve customer satisfaction

Customer satisfaction is vital to retain customers and maintain a positive brand of the business. Call center solution offers different features to handle customer concerns. However, traditional features might not provide enough functional capabilities. Thus, an integrated call center solution is needed.

A call center solution with integrated CRM solution lets agents provides personalized responses to the customers. This helps in increasing customer satisfaction by letting customers feel valued.

A call center solution can also have integrated communication channels such as:

SMS
Email
Facebook
Twitter
WhatsApp
And other communication channels

This integrated call center solution can support unified communication. It further satisfies customers by providing their preferred communication channels.

2. Empower internal collaboration

To provide a better experience to the customers, each call center also needs to empower internal communication and collaboration. A call center solution traditionally does not offer a way to communicate internally until and unless there is a feature of extension calling. Using third party communication channels can increase maintenance costs. Even if it is free, it may waste the time of agents as they need to switch back and forth between two different solutions. Thus, an integrated call center solution becomes vital.

Live chat widget can be integrated into the call center solution. It lets call centers use internal chat and external chat features. It means agents can communicate with customers via live chat. Moreover, team members can communicate with each other via this chat widget and that also without leaving call center software.

3. Increase productivity

The performance and productivity of agents are very much important in any call center. In fact, call center software is used to increase the productivity of the agents. Traditional features of call center solutions are limited and thus, it can let agents increase productivity to a certain level.

Thus, using an integrated solution becomes necessary. Various advanced features and functionalities help call centers to boost the productivity of agents. For example, call center WhatsApp integration adds WhatsApp as one more channel of communication. An agent can communicate with multiple contacts in parallel. This helps in boosting productivity.

These are three major ways an integrated call center solution empowers call centers by providing a powerful tool. There are many more benefits of using an integrated solution.

We offer DialShree: Contact Center Software loaded with all features. Moreover, it supports all the required features. Contact us to know more.

Important Integrations for a Call Center Solution

Posted on August 31, 2020 - 6:27 am by Hiren Pancholi

Important Integrations in a Call Center Solution

In the call centers, customer satisfaction has become the main focus point. To deliver a better customer experience, call centers invest in multiple things. From round clock support services to the best call center solutions, everything gets employed to increase customer satisfaction in the call centers.

A call center solution is a useful tool to increase customer satisfaction. Usually, this software has many useful features as well as it has many advanced add-ons to increase the functional capacity. To increase customer satisfaction, one needs to increase the functional capability of a call center software solution. Along with different add-ons, one also needs to invest in the integration of different solutions and add-ons into the call center software.

In this blog, you will learn about the top 5 solutions or APIs you must get integrated into your call center solution:

1. CRM

CRM (Customer Relationship Management) solution is usually used in the call centers to store information of customers. All different interactions of the customers with the call center get tracked in this software. Call center CRM integration helps in empowering agents by making customer information available to them during the call. This helps in personalizing the conversation and increasing customer satisfaction.

2. WhatsApp

Call centers either run customer support campaigns or sales campaigns. In both types of campaigns, it is necessary to reach customers via their preferred communication channels. WhatsApp Messenger is very popular among worldwide people. Call center WhatsApp integration allows call centers to add one of the most preferred communication channels in the call center. It further increases customer satisfaction.

3. Social Media

Similar to WhatsApp, various social media platforms are also used by customers these days to reach out to a company. Often, these platforms are used to show anger related to concerns faced by the customers. For example, Facebook and Twitter are often used by customers to share their issues via direct messages or comments. The integration of these popular social media channels with the call center software helps in delivering better customer services on these platforms without leaving the call center software.

4. Traditional Communication Channels

As mentioned earlier, customers can be more pleased if you provide them support via their preferred communication channels. Along with modern communication channels, there are some people who prefer traditional communication channels such as:

There are also some specific use cases of both of these channels. By integrating SMS API and email API into the call center solution, you can delight clients as well as save agents’ productive time.

5. Webphone

Generally, to attend calls, call centers use a Softphone. It is additional software, which has to be maintained additionally. Agents also need to take additional steps to attend calls in the call center solution. A Webphone is a WebRTC based phone that can be integrated within the call center software. Integrating into the call center software keep agents more productive to delight clients

We have expertise in integrating any API or software with the call center software. We already provide these integrations with our call center solution, DialShree. Contact us for more details.

Omnichannel Call Center KPIs You Must Measure

Posted on August 27, 2020 - 9:21 am by Hiren Pancholi

Omnichannel call center solutions are widely in use. In fact, it is the demand of customers. They need to have preferred communication channels to reach your sales or support team. If you are using a call center solution, you will need certain approaches. One of them is KPIs (Key Performance Indicators).

To assure the expected or nearby performance and to improve even further, each call center measures KPIs. Generally, KPIs can be measured using the reports and live monitoring features available in the call center solution.

According to the objectives, call centers define, monitor, and improve certain predefined KPIs. For many years, there are some commonly used KPIs. However, there is a shift in technology and consumer demand. Thus, call centers also need to shift the KPIs. In simple words, when you use an omnichannel call center solution, you also need to change your KPIs.

Let’s explore the top KPIs you must measure while using an omnichannel solution:

1. Campaign-wise usage of the communication channel

This is the first and foremost KPI to be added to the list of other KPIs you have. You are using an omnichannel call center solution for a reason. One of the reasons to use it is increasing response rate and customer satisfaction. Thus, it is necessary to monitor the performance of each communication channel.

An objective to monitor this KPI is to inspect which communication channel is giving better results and customer satisfaction. According to the performance indicators, a call center can enforce the use of a specific communication channel. One more thing to be kept in mind is measuring performance as per the campaign. No single channel gives the same performance in all types of campaigns.

For example, if you are selling products, people will use live chat to connect with the salesperson if they have any queries related to purchase. On the other hand, customers with major issues are more likely to call the customer care center or send an email. Thus, it is necessary to measure this KPI for each campaign separately.

2. First Contact Resolution (FCR) ratio per communication channel

In the traditional time, when call center solution used to come with only an audio calling feature, FCR used to stand for First Call Resolution. However, in the era of omnichannel call center solution and contact center software suite, FCR stands for First Contact Resolution. It means regardless of the communication channel, what the ratio of FCR is. It can be an important KPI to measure to examine the success of employing omnichannel call center software.

3. Channel wise abandoned rate

Abandoned rate means measuring how many customers left before getting the required resolutions or connecting with an agent. Measuring KPI to inspect channel-wise abandoned rate can help in identifying communication channels, which are poor in performance and should be improved or removed.

These are the top three KPIs to be used by the omnichannel call center software users.

If you are looking for an omnichannel call center solution, contact us.

When Is the Right Time to Invest in Call Center CRM Integration?

Posted on August 13, 2020 - 7:23 am by Hiren Pancholi

Call center CRM integration is not new in the industry. There are many call centers and businesses in the world, which are leveraging multiple benefits by using an integrated solution of a call center solution and a CRM software solution. Ideally, all call centers and businesses should use this integrated solution.

However, not all can gain maximum advantages from the integrated solution. Of course, as soon as your agents start using an integrated solution of a call center solution and a CRM system, you will start receiving benefits. Thus, there is no second opinion needed on the question of whether you should invest in call center CRM integration or not. You definitely must. The question is different, when is the right time to invest in call center CRM integration. Let’s reveal.

You can invest in call center CRM integration as soon as you are ready. Any time is the right time. However, there are some conditions, which if you meet, you can leverage more advantages from this integrated solution. Let’s check which these circumstances are:

1. When you have complete information about each customer

Many call centers keep storing customer information and they can indeed leverage many benefits from their investment in call center CRM integration. If you are running a call center and you do not have a habit of storing all customer details, you can run a survey to collect those, so you can get an integrated solution and make the maximum use of it in your favor.

Here, complete information does not mean only their personal details such as name, address, etc. It also means information related to their past concerns, past transaction, payment habits, etc.

2. When you focus on quality over quantity

Call center CRM integration is majorly used to provide more personalized responses to customers and prospects. Thus, if you are not going to focus on that, then it will only help in saving time from juggling between call center solution and CRM software.

To gain maximum benefits, call center needs to change the KPIs and shift the whole focus on goal conversions than focusing on how many leads were contacted or how short average call duration is.

For example, in a call center, which offers customer care services, one needs to change focus KPI from short average call duration to increase First Call Resolution (FCR) Ratio. When you and your call center are ready to adopt this change of mindset or when you can set this goal of quality over quantity, you can invest in call center CRM integration and leverage a plethora of benefits.

3. When you have trained staff to make the right use of tools

Your agents have to be trained to use this integrated solution. Even after call center CRM integration, if they keep using old methods of call handling, you will not be able to receive expected results. Thus, you must train your staff first.

If you are ready to receive benefits from this integrated solution, contact us.

Top Reasons to Integrate VICIDial into Salesforce in Business

Posted on July 20, 2020 - 9:01 am by Hiren Pancholi

VICIDial Salesforce Integration Importance

Call center solution is an amazing tool to provide excellent customer support and also to run lead generation and sales campaigns more effectively with fewer resources as well as at affordable rates. While CRM (Customer Relationship Management) solution is used to have complete documentation of customer information, his interaction with the company, his billing habits, and much more important information that helps to know a customer better. To run sales and customer care operations smoothly, you should use both of these software solutions in your business.

There are various call center solutions and CRM software available in the market. We will talk about the two most used solutions:

VICIDial: Call Center Solution and
Salesforce: CRM Software

Traditionally, they are two different solutions and you need to use each of them independently. Both systems may have the same data of the same customer. However, you need to make double entries and there are many other complexities that you need to face. Thus, it is necessary to perform call center CRM integration of VICIDial and Salesforce solutions, called VICIDial Salesforce integration.

Let me share the top reasons to invest in VICIDial Salesforce integration:

1. To have an entire system with both, call center solution and CRM software

As you know, call center software: VICIDial and CRM system: Salesforce, both are two different solutions. Thus, when your employees need to use these features, they need to work on two different systems. Sometimes, they need to use both of them in parallel as a customer is on the call and the company representative needs to give him the required information. This can create too much extra work, which also results in a response delay.

On the other hand, when you get VICIDial Salesforce integration, you can make sure to have a system that has features of both of these systems with the single sign-on. Now, your team members can use both systems and they do not need to go back and forth from one system to another.

2. To save the time of resources and increase productivity

Your executives are your resources and if they need to switch between two different systems, they are more likely to waste time unnecessarily. Moreover, they need to maintain the same data of customers in two different systems. This is a waste of time for users. Here comes, VICIDial Salesforce integration at your rescue.

This system makes sure that you can push data from one system to another and there is no need to do the rework. Also, changes in one system for a customer record automatically get updated in another, which saves time of your resources and increase productivity.

There are many benefits to using this integrated solution. Make sure to use an integration service from an expert. We offer call center CRM integration services for different call center solutions and CRM software. We offer the VICIDial Salesforce integration service that offers added features as well. To know more about this service, contact us.

Use Cases of Call Center CRM Integration during the Pandemic

Posted on June 8, 2020 - 6:37 am by Hiren Pancholi

It’s been a while, but there is still no effective cure or vaccine available to deal with the world novel Coronavirus. Still, millions of people are sick because of this disease, and thousands have lost their lives. Even if the COVID 19 is not really under control in a majority of countries, the governments have started lifting the lockdowns. There are some safety measures advised to stay safe. However, the best safety measure is to avoid going out as much as possible.

There are multiple digital tools, which can be used during this pandemic to work from home and still effectively. Today, we will talk about one of as such tool which is a CRM integrated call center solution. You will learn how you can use call center CRM integration based solutions during this pandemic to keep your business operational.

1. Run lead generation and sales campaigns

Pandemic or no pandemic, an increase in sales is the key to success and it is vital for any business. Thus, each business has to run campaigns to generate leads for new business and convert them into a paying customer. The solution made available with call center CRM integration can be really useful here.

Knowing the prospect’s details and personalizing sales pitch accordingly can help you grab the interest and attention of the prospect. This further helps in generating more sales. Moreover, based on the available information fetched from the CRM system during a live call, agents can also try to generate more sales with cross-selling and upselling.

2. Provide customer support

Providing great customer support is important in any condition, but the world novel Coronavirus pandemic has made it even more crucial. It is necessary to retain existing customers to receive repeat business and revenues. To do so, you need to provide excellent customer services.

Call center CRM integration can be very useful in this condition. Agents can view all information of the customer on the call that needs support to resolve his concerns. This information can be used to give more confident answers to the customers and to delight him with better services.

3. Get closer to your customers and prospects

Call centers can also run different campaigns to consolidate their relationship with customers. By sending a message using voice broadcasting feature or by running a survey with a survey feature available in the call center solution.

Running selfless campaigns to know about the wellbeing of customers can create a feeling of being valued and this helps in building a strong bond with the customer. The survey can also be executed to know more about customers’ likes and dislikes about your offering. The collected information can be used to enhance your offerings as well as add other products to increase sales.

Call center CRM integration offers a more advanced system to delight customers and convinces prospects. During the pandemic, it can be even more useful. We offer call center CRM integration for all different call center solutions and CRM systems. To know more, contact us.

How to Identify Customer Pain Points in Call Center?

Posted on May 25, 2020 - 11:55 am by Hiren Pancholi

The major responsibility each call center needs to handle is satisfying customers. In this era of having too many competitors, a pool of information, and rapidly changing demands, it is not easy to delight a customer. The call centers need to walk a long way for that.

Along with acquiring a talented team and feature-rich call center solution, the call center also needs to take many important steps. One of them is identifying major pain points of customers. Knowing their problems aka pain points help in taking effective steps to remove or reduce the pain points and improve customer satisfaction.

In this article, I will share the top tips that will help you identify the customer pain points:

1. Know your customers and give personalized services

A call center caters to many customers. Each customer might not be the same. Thus, giving the same responses and using the same way of customer handling might not be effective. A more strategic and effective approach would be grouping customers based on various factors by knowing them.

By doing this, you can create different personalized call scripts to attend different types of customers. Moreover, you can also use different types of call routing rules as per the group of customers.

2. Use KPIs to identify the pain points

The call center solutions often provide different KPIs (Key Performance Indicators), which can be used to monitor various performance indicators. Usually, the reports section in the call center solution provides these KPIs and the required data. In this case, to identify customer pain points, you need to look for the following metrics:

Call abandoned ratio
Average call waiting time
Average call hold time

All these three metrics are correlated and often display a clear fact that the number of agents is not sufficient to handle the call volume. Also, it indicates that agents need further training to cater to the customers.

3. Take extra steps to remove customer pain points

If you really care for your customers, you need to walk extra miles and it is worth it for sure. The call centers win with the volume of customers and that is why it is necessary to put extra effort into removing customer pain points. One of the common concerns of the customers is that the agents are not skilled enough to handle their issues and questions. In this case, training agents about the products to acquire better knowledge can be very helpful.

Moreover, the call centers can invest in call center CRM integration, so agents can know the customer issues and customer behavior with the complete record of him and that way cater to him better.

4. Ask customers what are their pain points

There is nothing wrong to ask customers about their experience with the services you provide and what more they expect from you. A call center solution offers a survey module, which can be used to run a survey and ask customers about their preferences and suggestion. Based on the survey, practical suggestions can be used to further enhance customer care services.

If you are looking for a call center solution that can help you remove these pain points, contact us.

Call Center CRM Integration for Better Customer Service during Lockdown

Posted on April 23, 2020 - 8:29 am by Hiren Pancholi

Call center CRM integration is a collective solution that gives single sign on facility to the users. This single sign on offers accesses to the major features of the call center solution as well as CRM software within a single window. There are many businesses that use any of the systems or both of them. The call center CRM integration helps them leverage multiple benefits.

Right now, the situation is quite challenging due to COVID 19 pandemic. In countries like India, there are long lockdowns announced. This has enforced call centers in India and other similar countries with long lockdowns to shift their business operations remotely.

With the help of companies like us, there are many call center solutions India and other countries have achieved BCP (Business Continuity Process). We have helped our call center customers to shift their on-premises call center solution to the cloud call center solution so they can take advantage of cloud telephony.

In addition to shifting to the cloud call center dialer, the companies and call centers also need further advancements to handle customer calls more professionally and efficiently. This is the time when call centers have to give more focus on the First Call Resolution (FCR) in the minimum time possible. This also increases customer satisfaction.

The call center CRM integration helps businesses to achieve these key performance indicators (KPIs). We can quickly provide the integration of both of these systems so the call centers can take advantage of enhanced customer services.

The call center CRM integration gives a CRM pop-up when the call is connected to the customer. This popup fetches the customer information from the CRM system and shows it in the call center solution. The agent who is handling the call of the customer can see all information about the customer as well as his preferences and history.

This helps the agent to give more precise, personalized, and quick responses to the customer. This not only impresses the customer, but it also helps in benefiting the agent to perform better to achieve the first call resolution.

The agents can achieve boosted KPIs and it further boosts their morale so they can perform better the call center CRM integration also helps agents to keep data management with ease. It means all the changes made in any one system will be reflected in another system automatically.

Thus, when a call center software connects a call and CRM popup is shown to the agent, the agent will always have the most recent information of the customer. This will help businesses to achieve increased customer satisfaction.

In some call centers, call volume has increased because of lockdown, and in such cases, it is necessary to keep the call queues shorter without investing in hiring more agents. The call center CRM integration can be really helpful in this type of situation.

We offer call center CRM integration for all types of call center solutions and CRM software. For more details, contact us.

1. DialShree: Omnichannel Call Center Solution

It is an omnichannel call center solution which supports the following communication channels:

Voice calls
Video calls
Conference calls
Screen sharing
Instant messaging (Chat)
WhatsApp
Facebook
Twitter

This is a perfect system for call centers or any organization that handles calls in large volumes. It has many amazing features to support remote work. Furthermore, we have developed a specific module, namely, Remote Agent module, which helps you provide a secure and reliable work from home model to your team. The agents can work even when there is no internet connection.

2. MassMeet: Video Conferencing Solution

It is a video conferencing solution that can be accessed via a web browser. It is mobile friendly. Thus, it can be accessed via any device. The video conferencing system can be used to conduct different meetings and calls when multiple people are involved.

It has various features to make communication more engaging. You can also assure that everyone is paying attention. The video conferencing software can be used by all businesses to handle regular meetings with team, customers, and prospects.

3. Voice and SMS Broadcasting Solution

The Coronavirus combating lockdown has created many issues along with the health issues. The businesses are dealing with multiple things and business compliances change by the government now and then to control the situation. For example, in many countries, the working hours of banks are changed. In this case, it is necessary to keep customers updated about the changing laws and their impact.

The voice broadcasting solution can be used to send a voice message which will be played to customers or audiences when they attend a call. If they do not attend the call in the first attempt, the call broadcasting aka voice broadcasting solution will attempt again. Likewise, the SMS broadcasting system will broadcast text messages to the users. Both systems will show detailed reports.

These are the top 3 solutions which can be really useful to businesses. Contact us to discuss more.

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