CRM - Elision Technologies

Call Center Salesforce Integration and Its Benefits

Posted on February 24, 2020 - 12:38 am by Hiren Pancholi

Call center solution is now a household solution. Almost all companies use this tool in their business. Whether to run customer care operations or to run lead generation operations, small to medium scaled businesses use call center solution these days.

Salesforce is a leading CRM (Customer Relationship Management) solution. It not only provides full fledged CRM software, but it also offers a complete enterprise solution to take care of customer relationship related operations.

What is call center Salesforce integration?

Call center Salesforce integration is one type of call center CRM integration. The experts of call center CRM integration such as Elision Technologies Pvt. Ltd integrate call center solution with Salesforce CRM integration. Here, the call center solution can be any open source or proprietary call center software such as VICIDial, and DialShree.

Top 3 benefits of call center Salesforce CRM integration:

1. Saved time

The call center CRM integration of any call center software with CRM solution offers amazing features which offer multiple benefits. This is true with Salesforce call center integration as well. One of the benefits is saving the time of employees. For example, this integration adds click to call feature in Salesforce. It helps executives to call a customer without dialing number. For example, if an executive needs to call a customer, all he needs to do is just click on the number or a specified area. As soon as an executive clicks, the call will be connected via call center solution working in the background. There are many as such features that can help in saving time so that they can be used more productively.

2. Better customer care

Similar to all call center CRM integration, this solution helps in multiple ways to deliver better customer care service. The call center Salesforce integration provides similar features to provide an experience to customers. For example, during a live call, an executive can see all information related to the customer. This helps the executive to provide personalized greeting and answers to the customer. There are many as such features that help in delivering better customer care.

3. Increased ROI

The call center Salesforce integration combines the power of Salesforce: CRM solution and call center software. It will save time, increase productivity and increase performance. Furthermore, this integrated solution helps in increasing work. On the other hand, it helps in delivering good customer services so repeat and reference business can be increased. This is how saved time, and money and increased revenues and business ultimately help in increasing returns over investment (ROI).

In a nutshell, the call center Salesforce integration helps in multiple ways to a company to leverage abundant benefits.

We, Elision Technologies Pvt. Ltd, offer call center CRM integration for different call center solutions and CRM software. Call center Salesforce integration is one of the services offered by us. We can integrate the Salesforce CRM system with any call center software. For more details, contact us.

Call Center CRM Integration Benefits for Insurance Agency

Posted on February 9, 2020 - 7:37 pm by Hiren Pancholi

Call Center CRM Integration Benefits to Insurance Agency

Insurance agencies can use different solutions to grow their business. Call center solution and CRM software are some of the top solutions which are used in leveraging various benefits.

Call center solution is a leading tool that can be used by insurance agencies to call prospects and customers as well as to handle incoming calls of the customer. On the other hand, CRM (Customer Relationship Management) solution can be used to store information about customers.

The call center CRM integration is a process of integrating a call center solution with the CRM system. This integration provides a combined solution to the insurance company. The CRM call center integration offers many benefits to insurance agencies. We will share the top 3 pros of this system that can be leveraged by any insurance companies:

1. Increase customer satisfaction

Generally, customers call into an insurance company to know about their premium date, the benefits of a policy, etc. The call center CRM integration provides many features and one of them is a CRM popup in the call center solution. Thus, when a customer calls in, the insurance agent will see the complete record of the customer. He can use the data of the customer during a live call to make conversation personalized.

Furthermore, the agent can also give suggestions based on the history of the customer. All these and many other use cases of call center CRM integration features help agents to deliver the best possible experience to the customers and thus it increases customer satisfaction ultimately.

2. Increase sales

Insurance agents can pitch customers to buy different policies and other products based on their history saved in the CRM solution. The agent can start by reviewing the customer data in a CRM solution and then simply click on the lead data which will connect the agent to the customer.

The insurance agent can explain information that might be of interest to the customer. This type of sales call is more personalized and that is why chances of selling more policies and products become easier in an insurance company.

3. Increase ROI

One of the most important areas of focus of any business is increasing ROI. The call center CRM integration can contribute to this. It helps in reducing the telecommunication cost by making all calls to the point and personalized. Thus, the overall time spent on the call is reduced.

Furthermore, other resources spent on the customer are also reduced. This helps in reducing the expenses. Furthermore, this solution helps in boosting performance and sales, which increases revenues. This is how the call center CRM integration helps in increasing returns over investment.

These are the top 3 benefits leveraged by insurance agencies with call center CRM integration.

We offer call center solution, CRM system, as well as call center CRM integration. We can integrate any call center software and CRM solution for insurance companies. To know more about our unified communication channels, contact us.

Top 5 Ways to Reduce Call Center Cost

Posted on January 23, 2020 - 7:36 am by Hiren Pancholi

Reducing cost is one of the major factors used by the call centers to measure their success. Reduced costs result in increased savings. Saved money can be used in other operations to push growth and development forward.

In this article, we will talk about different ways to reduce call center costs that can effectively help you reduce expenses.

1. Monitor activities of agents in real time

It is necessary to assure the best performance of agents and even more necessary part of the action in any call center is to make sure that all customers are treated well. At any cost, customers should not feel offended or treated.

Furthermore, it is necessary to keep eyes on agents to make sure they are utilizing their time productively. Advanced call center solutions provide real time monitoring to supervisors and agents. They can make sure each agent is using his time in handling calls and other productive operations.

2. Help in real-time

Call centers often invest a significant amount of money in agent training and coaching which is obviously mass training. It definitely helps in improving skills, but this approach might not be that effective in taking care of identifying the weakness of an agent and working on the same.

Thus, real time monitoring and real-time help can make a bigger difference. You can use various features of a call center software solution which is designed for this operation only. For example, whisper and conference calling features are available to coach agents in real-time about handling calls.

3. Train agents to perform better

As mentioned earlier, real time agent training and coaching is necessary to save time and ultimately money. At the same time, periodic training helps in increasing and sharpening skills in the call center software.

Thus, it is necessary to take training sessions to improve the skills of the agents so they can perform better and save costs spent on long calls, frustrated customers, and lost business.

4. Minimize the cost of the loss of business

The cost of losing an existing customer is way higher than acquiring a new customer. Thus, it is necessary to make sure that your customer care services are the best. The agents have to make sure that the existing customers receive the best services and that also on time.

The first call resolution ratio has to be high in the case of existing customers. You must take the required actions to assure higher customer retention ratio

5. Minimize cost on recruitment

Call centers spend a significant amount of money on recruiting the most skilled agents. Furthermore, call centers invest in sharpening those skills of agents with training and coaching. When a skilled agent leaves the call center, it creates a huge gap in the organization.

Moreover, the cost of recruiting a new agent is quite high and tedious. Thus, a good idea is to retain agents and other staff members so expenses in the recruitment process can be saved. One can keep awards, rewards and some fun activities to keep agents motivated.

These are the top 5 tips to reduce call center costs. To put efforts in the right direction, it is necessary to make sure you use feature rich call center software like DialShree. For more details, contact us.

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.

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.

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.

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