Top 5 Benefits of WebRTC for Call Centers
Gone are the days when customers had to endlessly browse through portals to get the customer care number of an organization’s helpdesk so that they can place a call. This tedious process was not only time-consuming, but also lead to customer dissatisfaction. This is exactly where the need for WebRTC arises. Web Real-Time Communications(WebRTC) is actually a technology that allows call centers to improve the scope, productivity and quality of their customer service operations without having to invest in additional plug-ins, software or other infrastructure elements. With the help of WebRTC solution, call center agents, as well as callers, can make and receive both voice and video calls and other types of messaging from within their web browsers. Furthermore, the WebRTC solution can be integrated with the call center software to take benefit of the call center software features.
Let us highlight the top 5 benefits of WebRTC Solution leveraged by call centers: Read More
Call Center Software Trends 2020 That You Must Know
In the last few years, new trends have kept on emerging quite frequently in customer service. The call centers across the globe have undergone a paradigm shift, to now being experienced centers for customers. As we are rapidly approaching 2020, it is time to check out what changes are lined up for contact centers that will prove to be a revolution for this industry. Moving forward to the new year 2020, it is important to evaluate the future of contact centers with regards to the upcoming trends and how they will help to improve and enhance CX or for that matter improve the productivity of agents.
Given below are the top 5 contact center trends to look out in 2020:
1) Escalation of queries and complaints through social media
Social media is an effective platform to connect with customers. Read More
How Predictive Dialer Drives Increased ROI?
Call centers actively experiment with the latest technological advances to increase their efficiency as to successfully gain promising prospects and achieve maximum ROI. Automated systems, with their lightning speed of computing, can meet these standards easily. Predictive dialer is an advanced dialer available in the call center solution that can be used to boost the out-turn. Predictive dialer packs extensive functions in one software like client availability prediction, fast-dialing, back-to-back calling mechanism, and other important features. Its algorithms are designed to target various aspects of the requirements of call centers individually. The call center solution will not only assist the agent in making a number of successful calls, but also reduce the delay due to manual tasks with automation. Below are the key features of this call center software:
This is the most important metric that every call center wants to record in order to analyze the performance of individual agents. Read More
How to Optimize Your Omnichannel Strategy?
In modern times, many businesses and brands have adopted and executed the omnichannel approach for providing a seamless customer experience. However, most of these businesses do not have a proper plan chalked out for the omnichannel approach. In order to deliver the customer experience that your customers expect from you, it is crucial to plan well in advance as to how the channels will function, their management and quality checks for efficiency.
What is the omnichannel strategy?
Omnichannel strategy is a way or means used by organizations to improve customer experience. Read More
Unified Communication Solution: A Quick Guide
Business communication has become the lifeline of different businesses. The reliability and versatility of business communication solutions define the success or failure of any business. Unified communication solutions have become the need of the time in today’s competitive environment. There are many business owners that are ready to invest in unified communication solutions, but they are not really sure what it is actually! If you are one of them, fret not. This article will give you complete knowledge of unified communication solutions.
What is a unified communication? Read More
Best Practices for Outbound Call Center
What strategies does a company use to determine the performance of its outbound call center? If they think that the number of calls is like a business-driven ideology, then they are overlooking their potential competitors. Outbound call center solutions enable companies to increase ROI while maximizing conversion rates.
Click to Call
Do you know that the click-to-call feature can reduce dialing errors? Read More
Top 7 Voice and Video Solutions by Leading Pioneer VoIP Supplier
We, Elision, are one of the pioneer service providers in the VoIP industry. Since 2007, we have been catering to many businesses with our next generation voice and video solutions. We always take pride in our innovative VoIP solutions, which have been in lifeline of many businesses. In this article, I would like to brief top 7 voice and video solutions of Elision:
It is a complete contact center solution which supports all different modes of communication. The Dialshree, call center software is furnished with all advanced features. Also, it is a completely scalable solution, i.e., it can get scaled up with more agent seats as well as any third party APIs can be integrated within this call center solution. Read More
Contact Center Solution with Latest Trends for Structured Customer Experience
A lot of changes were seen in the field of call center software and customer experience in the year 2017. Virtual agents and cloud communications were on the front line of everyone’s minds, and social media became more important than ever. Talking about 2018, this year is shaping up to be the year of deliberate thinking, increasing intentional social media conversations, better analytics, and new ways to involve artificial intelligence.
I would like to share a list of the most influential trends that have affected the call center software and their technologies in recent years:
High-end contact center analytics:
The days where one had to rely on administrative skills and know-how to get the best out of a call center agent is gone. Read More
5 Major Reasons to Use Voice Broadcasting Solution
Business can go extra miles if it maintains ongoing communication with its clients, vendors, prospects and staff. That’s the reason, the businesses use a wide array of communication tools such as, email, texting, phone, etc. One of the must have communication tool for any business is a voice broadcasting solution. However, there are some businesses that are unaware of the power of the voice broadcasting solution. In this article, we will share the top 5 reasons to use this communication solution as a part of your communication ecosystem.
What is the voice broadcasting solution?
Before we jump on to the benefits of this powerful communication tool, let’s understand what it is actually! A voice broadcasting system is a software solution that allows you to send a voice message to n-number of users. Read More
On-Premises vs. Cloud Solutions: Key Differences
In IT realm, it is common to hear a question about cloud vs. on-premises solution. There is always a debate which one is better and which is not! The fact is, both are good at their own places and the real question is which is better for you. It highly depends on your preference, but to help you in process of making choice, today, we are going to share top 5 key differences between on-premises and cloud based solutions based on common factors.
1. Data Security
It is one of the most important factors to think about while we are talking about on premises solution and cloud based solution. In on-premises setup, your data, applications and other infrastructure will stay within your company premises or data center. On the other hand, in cloud setup, you are putting everything on a shared server aka cloud server. Read More