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Top 3 Must Use Tools for a Call Center

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Must Use Tools for a Call Center

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

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

1. Call center software

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

2. Live chat solution

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

3. CRM system

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

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

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Call Center CRM Integration Enhances Performance

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Call Center CRM Integration Enhances Performance

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.

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Call Center CRM Integration vs. Call Center Integrated CRM Solution

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Call Center CRM Integration vs. Call Center Integrated CRM Solution

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.

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How vTiger Customization Empower Businesses?

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vTiger Customization Empower Businesses

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.

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Elision Launched VICIDial SuiteCRM Integration

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Elision Launched VICIDial SuiteCRM Integration

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.

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Everything Important You Need to Know About SuiteCRM

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SuiteCRM Guide

Customer Relationship Management (CRM) is a tool which helps businesses to manage their relationship with the customers during different stages of the sales cycle. From finding leads and having various interactions with them to closing the deal and post sales support; all interactions can be managed and boosted via a CRM solution.

SuiteCRM is one of the most popular CRM solutions. It is an open source CRM system which was launched in 23rd October, 2013. The SalesAgility is the official developers and maintainers of this open source CRM solution.

At the moment, it has 107,187 community members which prove how strong community it has which drive the CRM solution in benefit of its users.

There are some really interesting numbers related to SuiteCRM which prove its worth and popularity:

  • The SuiteCRM has 910,000 downloads
  • It has 4,500,000 users, including, but not limited to, small business, medium businesses, large enterprises, etc. that use this CRM system
  • The SuiteCRM is available in 69 different languages
  • The SuiteCRM has 2074 translators
  • The SuiteCRM has received 1095 stars on Github

Within a very less time, it has won many hearts by proving that the open source CRM solution can be for all. It is not only for simple business models, but it is also for complex business models and sales cycles.

The SuiteCRM solutions are available based on 4 different categories:

  • Role
    • Marketing
    • Sales
    • IT
    • Service
  • Business Type
    • Startup
    • SME
    • Nonprofit
    • Enterprise
  • Need
    • Compare with Salesforce
    • Compare with Microsoft Dynamics
  • Industry
    • Public Sector
    • Retail
    • Finance
    • Manufacturing
    • Healthcare
    • Travel and Tourism

The SuiteCRM is written in PHP and thus, the PHP exerts can easily customize it to get the required additional features and performance in this open source CRM system.

Also, there are some really interesting services offered by the companies to increase its benefits such as, SuiteCRM VICIDial integration in which this CRM solution gets integrated with the VICIDial call center solution so both systems can be used within a single sign on to leverage many benefits.

The last stable version of the SuiteCRM was released on 28th March, 2019 which is named as SuiteCRM 7.11.3. It is available with AGPL license and it supports cross platform operating system. It has won many awards such as BOSSIE 2015 and 2016 as the best open source CRM in the world.

In a nutshell, SuiteCRM is one of the most powerful open source CRM (Customer Relationship Management) solutions.

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How to Keep Lead Data Secure In CRM System?

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Safeguard Lead Data in CRM Solution

Customer Relationship Management (CRM) system is one of the most powerful tools. There would be hardly any organization which doesn’t use the same. The powerful CRM system helps businesses to keep the records of their customers and prospective clients in a well defined and professional manner.

Also, it gives a clear view of the customer journey. The sales and business development team can use all useful information stored within the CRM system to strategize their offerings and proposals. This further helps in increasing the lead generation rate. Taking a step further, the CRM solutions also help in automating certain actions.

This saves a lot of time and efforts of the sales team, which can be channelized in the direction of lead conversion. This is the reason aggregating automation in the open source CRM solution is very popular. One of the most in-demand services, that is why, is the vTiger customization service these days.

Each innovation comes with a risk and the CRM system is not an exception here. Looking at another side of the coin, the CRM system often exposes private and confidential lead data in front of developers and junior or trainee sales staff and business developers. They can download and misuse this vital information which can be hazardous for a business. Thus, it is very important to take required steps of protections to safeguard the information of the CRM system in all ways.

We, at Elision, have been helping businesses with vTiger customization and custom CRM customization with an innovative security module. This module makes sure that the confidential lead data is not visible to anyone other than the management and top level executives.

Below is the approach which this security module follows:

  • We perform the CRM customization to add encryption and a decryption model to the confidential lead data.
  • Once this step is performed, the executives can see the encrypted contact details of the lead. It means instead of showing real telephone or mobile number of the customer, the CRM system will show encrypted key to the executive or agent.
  • We also add click2call feature within the CRM system, so the agent or executive just needs to click on the record of the lead or the name of the lead, as per the configuration, and the call will be generated.

This way, the agents and / or executives in your company can make calls from within the CRM system and that, too, without seeing actual lead data. This helps in saving time in addition to protecting the customer information.

We have many other CRM specific offerings to make it more powerful. Contact us to see a demo and discuss more details about the CRM customization. We provide this service for both open source and proprietary CRM customization.

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What Is Call Center CRM Integration? How It Works?

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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.

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vTiger Customization: Three Advanced Functionalities You Must Have

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vTiger is one of the most popular CRM solution. Two major characteristics of the vTiger CRM Solution are

  1. It is an open source
  2. It is highly customizable

Thus, you can get an advanced CRM system at affordable rates. The vTiger customization performed by experts assures that you customize this open source solution at its best to meet your custom needs.

You can get any feature you want with the custom development service and enhance the functionality of this CRM system by using expert vTiger customization services.

We, at Elisiontec, have a team of expert vTiger developers that has benefited many clients with their experience and expertise. The vTiger customization can get many interesting functionalities to empower your sales and business development department.

Today, we will talk about 3 advanced and crucial vTiger features that you must get in your Customer Relationship Management System.

1. Lead Date Encryption

Our developers have developed an advanced security module that will project an encrypted version of leads in front of your agents. This will assure that nobody except the authorized people can see real contact information and other data of a lead.

This will not only help you in complying the privacy rules, but it will also assure that nobody misuse critical user data intentionally or unintentionally. This is an advanced security module, which all call centers, businesses and organizations must have.

2. Click2Call

This vTiger module will add a click to call functionality within your CRM system. It means your agents or sales representatives will not waste time in manually dialing each number all the time.

They can simply click on the lead and the call will be connected. You may find the time spent on manually dialing a lead is negligible, but when we consider ongoing calling operations for lead generation, follow-ups and lead nurturing, collectively, the time saved is huge.

3. Third Party Solution Integration

Your team will definitely need additional applications and solutions to run sales and business development operations effectively and efficiently. The vTiger solution itself doesn’t come with many other 3rd party applications integrated within it, but we can help you with our vTiger customization services.

We can integrate different applications / solutions within your CRM system with our custom integration services such as, Social media integration, vTiger VICIDial integration, etc. We can integrate any solution and application within your vTiger CRM system in a way that it can be used as an integral part of the CRM system itself.

With our expert vTiger customization services, we can improve the functionality of your open source CRM software that will further increase productivity of your staff and you will enjoy a wide range of business benefits.

Let’s get in touch and we will share what amazing things we can do for your business with our vTiger customization services.

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Top 5 Tips to Improve Customer Experience

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Top Tips to Improve Customer Experience

Customer is the most important entity for any business. Thus, it is important to assure that your customer receives the best experience. A positive customer experience is important for almost each business, regardless of industry vertical.

However, for call centers, customer care centers and similar businesses, the customer experience is even more important. Even after assuring everything at possible extent, it is possible the customers are not happy with the service.

We, Elisiontec, have been offering a wide range of customer service related solutions. We have been working closely with many companies to improve their customer care service and based on our experience, we would like to share the top 5 tips to improve your customer experience:

Assure you have a team of skilled agents

Your agents aka customer service executives must be trained and skilled to talk with the customers. They are responsible for ultimate customer experience.

Thus, you have to assure that the agents you hire are skilled. Also, you need to arrange training on a regular basis to keep their skills up-to-date so they can provide the best customer experience in any kind of situation.

Allow your customers to self serve themselves

One of the biggest reasons of frustration is: for 5 minutes of solution; the customers need to stay in the call queue for 15-30 minutes. The best way is to let them self-serve themselves. You may add IVR Solution in your telecommunication so the customers can get their answers on their own.

You can also put a callback option so they can leave a callback request. This kind of solutions can let customers get answers on their own as and when possible promptly.

Advanced Tools

You must have advanced tools for your customer care staff such as an advanced call center software, CRM system, etc. Also, you should add more than one mode of communications such as a voice call helpline, email, live chat solution, etc. So the customers can reach you with their convenient mode of communication.

You can also use a missed call solution that will allow your customers to just give a missed call to have a callback. This solution works really well for support centers when customers are frustrated with their issues. The missed call solution works to pacify them by not spending on raising a complaint.

Provide Personalized Experience

You must provide personalized experience to your customers and callers. This will make them feel valued and help you in improving the overall positive customer experience as well as customer loyalty. You can train your customer care executives to provide a personalized service.

Also, you can use the sticky agent in your call center software so the customer call will be routed to the same agent all the time. This will make customers feel more comfortable. You should also integrate call center and CRM so the agents can have customer details in front of him during the call, so he can use that information about the customer to provide better customer experience.

Streamlined operations

Your team and tools must be streamlined and up-to-date. All records in different software such as call center software, CRM system, etc. must be identical for the same customer. You can train your staff to be accurate about it.

Also, you can take advantage of technology such us integrate different solutions, i.e., Call Center CRM Integration. This will assure the update of record in one solution is also reflected in another solution in real-time.

Conclusion

In a nutshell, we can say to provide the best possible customer experience, you need to have a skilled staff and you should have ongoing training and mentoring program for them. Also, you must have advanced tools and solutions to support your team to offer the best customer experience.

Contact us to know more how we and technology can help you improve your customer experience.

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