We are excited to announce the launch of an AI-powered voice analysis add-on for users of our DialShree, call center solution. This add-on will automate the monitoring and analysis of call quality and agent performance.
We are one of the leading providers of the best call center solution empowered with advanced call center technology. We have introduced automation for various operations. Our recently launched AI-driven voice analysis module will automate screening different call recording files and perform sentiment and emotion and speech analysis to give you concrete data to judge the quality of service and quality of the call. (more…)
All types of contact center solutions are available in the market. Businesses need to select the software depending on multiple factors. To help startup companies in the process of selecting the best call center software, we have represented major facts and important information in this blog post.
The startup companies must use a hosted cloud contact center solution for multiple reasons. (more…)
A majority of businesses use a contact center solution to handle customer queries to deliver an exceptional customer experience. The modern-day contact center solutions come with an array of features and benefits. An omnichannel contact center solution with support for unified communication channels is benefiting many contact centers and businesses.
Along with multiple other features, this software for call centers and businesses also has multiple self-serving features. (more…)
Everything is turning digital and businesses have started setting up in-house departments for almost everything. Call center solutions have been assisting businesses to set up reliable customer care, lead generation, and sales departments. As per the study, 86% of customers are fine with paying higher to the companies that offer a better customer experience.
Companies have a better understanding of their own products and services. (more…)
Call centers that have been using a single communication channel to deliver customer care or run other campaigns need to follow a proper process to transform their call centers into omnichannel call centers. Simply buying an omnichannel contact center solution will not be enough. From processes to agents, customers, and everything else need to be considered in this journey of transforming a call center into an omnichannel contact center.
We have been helping call centers with our call center software, custom call center integration, and other services and solutions for more than 13 years. (more…)
There are multiple benefits of retaining existing customers such as:
The possibility of selling your other offerings to a new customer is around 5% to 20%. However, the possibility of selling to your existing customer is 60% to 70%.
Retaining existing customers can increase your business’s lifetime value.
Retaining existing customers can boost your brand’s popularity and revenue.
Usually, the beginning of the year gets spent revisiting the performance, defining new business goals, delegating responsibilities, etc. Thus, this is the perfect time of the year to start working on the strategy design part. In any business or call center, defining customer strategy is crucial. They need to retain existing clients and onboard new customers to keep business going and growing. (more…)
What is transforming the industry? What is influencing the customer’s decision? How does technology shape call center solutions? And many more questions can be answered by major call center statistics. The statistics can help you know what is working and what is expected from a call center.
We have collected major and most important statistics of the call center industry to help you define the future of your call center. (more…)
A call center solution is a crucial component in any call center. Any disruption in the way a call center software solution works can disturb the whole operational flow of a call center. Thus, it is necessary to focus on using a call center solution, which is set up with an HA setup.
Have you heard about the HA (High Availability) setup of a contact center solution?
Do you know a high availability call center solution can deliver 99.95% of uptime SLA (Service Level Agreement)?
Usually, call center solution and contact center solution terms are used as synonyms. Still, technically, there is a difference between both of these solutions. The small difference between multiple other similarities makes both of these systems part apart from each other and we are going to discuss these differences in this blog post.
Call center solution vs. contact center solution
Both of these solutions are used to handle inbound, outbound, and blended calling campaigns.
What is the Actual Difference?
People use “call center solution” and “contact center solution” interchangeably — and most of the time,
nobody corrects them. But when you are actually buying software, the distinction matters.
A call center solution handles voice only.
A contact center solution handles voice, email, chat, WhatsApp, Facebook, and Twitter.
— all from one platform, one customer history, regardless of which channel they used.
Call Center Solution: What It Includes
Inbound and outbound voice call handling
IVR (Interactive Voice Response) routing
Automatic call distribution (ACD)
Call recording and quality monitoring
Predictive, auto, and progressive dialing for outbound
Contact Center Solution: What It Adds
Everything above, plus:
Omnichannel routing — voice, email, chat, WhatsApp, social
Unified 360-degree customer interaction history across all channels
AI-powered voice analysis and sentiment monitoring
CRM and third-party system integration
Single agent desktop — all channels, no tab-switching
Full Comparison Table
Feature
Call Center Solution
Contact Center Solution
Channels
Voice only
Voice, email, chat, WhatsApp, social
Customer history
Per-call only
Unified across all channels
Agent desktop
Single-channel
Omnichannel — all in one screen
AI capabilities
Limited or none
Voice analysis, sentiment, automation
Best for
Phone-only teams
BPO, BFSI, healthcare, eCommerce, government
Which Should Your Business Choose?
Choose a call center solution if your operation is purely phone-based and likely to stay that way.
Choose a contact center solution if your customers reach you across multiple channels,
or if you are in BPO, BFSI, healthcare, eCommerce, or government and need a single view of every interaction.
Is a contact center solution more expensive than a call center solution?
Typically yes, since it covers more channels and capabilities. But for businesses already managing multi-channel support with separate tools, a unified contact center platform is usually more cost-effective in total.
Can I start with a call center solution and upgrade later?
Depends on the vendor. Elision’s DialShree is built modularly — start with core call center features and add omnichannel capabilities as you grow, without switching platforms entirely.
What is the best contact center solution for BPOs in India?
For BPOs, the key criteria are multi-tenant support, 500+ agent seat scalability, AI quality monitoring, CRM integration, and TRAI compliance. Elision’s DialShree is purpose-built for these requirements.
