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Category Archives: VoIP solutions

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How IP PBX Solution Benefit Automobile Industry?

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IPPBX_Blog

Automobile industry is growing day and night. Just like any other industry, the automobile industry has also adopted the complete customer life cycle, which starts when someone inquire for a vehicle or service or when an agent makes the first outbound call to generate a sale and it continues from different stages including the steps for lead nurturing. This business generation and retention activities use massive communication which has to be tracked to measure KPIs (Key Performance Areas) and ROI (Return over Investment). Generally, automobile centers use traditional telephony system for calling customers, which can’t be tracked or traced. Also, there are many challenges and roadblocks such as:

  • No clear trail of calls made and discussion happened
  • No clear metric to see which agent or executive is better and what are their key strength areas
  • No clear data to track investment and returns
  • No way to ensure quality of service

The IP PBX solution can resolve these issues. Moreover, a multi-tenant IP PBX solution can connect more than one branch of an Automobile company which can be in the same or different cities. Any automobile center can leverage a ton of benefits by integrating an IP PBX solution in its day to day communication ecosystem. Below are the

Top 3 benefits of the IP PBX software which can be gained by any automobile center:

Empowered communication

The IP PBX solution introduced many new and advanced features which are not available with the traditional solutions. Below is the list of features available with an IP PBX solution:

  • Call forwarding
  • Call transfer
  • Call recording
  • Call waiting
  • Call routing (Incoming/outgoing)
  • Music on Hold
  • Interactive Voice Response (IVR)
  • Do Not Disturb
  • Speed Dial
  • Ring Group
  • Voicemail
  • Call Detail Report
  • And many more

As you can see all the features will help to empower communication as well as empower staff to cater customer and prospect calls in a better way.

Improved quality of service and productivity

The advanced communication solution can add on strength to your staff. This will remove many human actions, allowing your staff to work with maximum productivity. Furthermore, the IP PBX solution can enable call recording for all calls or selective calls. This can be used for quality assurance as well as to plan the training programs for staff to improve quality of service.

Improved business

The IP PBX solution will give Call Log Detail (CDR) reports which can be used to track activities as well as to see the area of strength and weaknesses. These reports can also help in figuring out what areas or services are giving more returns compared to the rest. These reports will help in identifying the key performance areas to devise future plans. It will contribute in improved ROI.

We, Elisiontec, have helped many automobile companies with our IP PBX solution. You can explore a case study of IP PBX solution provided by us to a well known name in the automobile industry India: Kiran Motors here: https://www.elisiontec.com/case-study/ip-pbx-solution/.

To know more or discuss your requirements, contact us today!

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What Is STIR /SHAKEN? Why Should You Care?

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STIR SHAKEN- All You Need to Know

The VoIP world is amazing. Some really useful VoIP solutions make the VoIP part of our routine life, such as a call center solution, IP PBX system, conferencing solution, app to app calling software, etc. From end-users to B2B companies, everyone uses one or more types of VoIP solutions as they can meet all sorts of needs. In fact, some businesses and even industries are completely dependent on VoIP solutions such as a call center industry is dependent on a call center solution. (more…)

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Benefits of Using Secure IVR of DialShree: Call Center Solution in Banks

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Benefits of Using Secure IVR of DialShree

DialShree is a popular call center solution, which is used in all industry verticals. It has a wide array of features and each feature is crafted with an excellent and advanced functional logic. Therefore, even a standard feature of DialShree: call center solution provides superior functionalities.

In this blog, we will share how an IVR (Interactive Voice Response) feature available in the call center solution, DialShree benefits banks in multiple ways.

PCI Compliance and other security norms

  • Banks and all other organizations that include financial transactions need to follow PCI compliance.
  • IVR feature along with other features offered in the DialShree, call center solution for banks are PCI compliant.
  • All transactions carried out using IVR of this call center software encrypt sensitive data to provide the highest security.
  • This call center solution also integrates worldline.com to provide further security and comply with the PCI rules defined for banks and the finance industry.

Automated operations

IVR of DialShree automates multiple operations. Customers do not need to wait in the call queue to get connected with the bank representative to take some important and in some cases, emergency action such as:

  • Hot marking a credit card or a debit card
  • Disabling a net banking account
  • Canceling a cheque
  • Reporting a transaction
  • Checking account balance
  • Requesting a passbook or cheque-book
  • Requesting a new debit card
  • Fetching last 10 transaction
  • And more

Improved customer satisfaction

  • With this feature of the DialShree: call center solution, customers can take multiple operations autonomously. They do not need to wait in the call queue and they also do not need to visit the branch office.
  • Customers can also request a call back in case they need to talk to the bank representative. In this case, this call center solution automatically calls the customer who requested a call back when the executive is available to take the call.
  • All these and multiple other functionalities supported by IVR of DialShree make the customer experience seamless and improve customer satisfaction.

Increase productivity and performance

  • As banking staff or agents do not need to stay on the line answering repetitive questions or taking some predefined actions, there is a lot of time saved.
  • The saved time can be used in running other campaigns like selling banking products using other features of the DialShree call center solution like predictive dialer, auto dialer, hotkeys, call script, etc. This can help in increasing productivity as well as performance and sales.
  • The call center CRM integration can further increase productivity and performance.

IVR can perform multiple other jobs

The IVR of this call center solution can perform many other actions like:

  • Connecting a customer to the right agent if required
  • Collecting feedback from the customer
  • Running a survey
  • Sending alerts, notifications, reminders, etc.
  • And many more

Conclusion

In summation, there is much an IVR feature can do for a bank and similar financial organization.

DialShree: call center solution has many amazing features along with an IVR. It has many more automation features like voice broadcasting, auto dialers, auto record update, etc. Contact us to book a free demo and consultation call to experience the power of all features of this call center solution.

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Call Wrap up Time and Tips to Improve This KPI

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A Complete Guide on Call Wrap-up Time

In a call center, there are many KPIs to measure. Depending on the type of call center, the KPIs (Key Performance Indicators) get measured. Agent productivity is necessary to measure and improve in all call centers. One of the important KPIs related to agent productivity is call wrap-up time.

In this blog, we are sharing what is call wrap-up time and we will also share the top tips to improve this KPI by reducing overall call wrap-up time.

What is a call wrap-up time?

Once the agent completes the call with the customer or prospective customer, the agent needs to do some post-call work after hanging up the call. The post-call, also known as a call wrap-up, work can be anything like adding disposition of the call, making changes in the CRM entry, discussing the issue with the supervisor, etc.

In simple words, the time agents take after hanging up the call before showing their readiness to take another call to perform the call wrap-up task is called call wrap-up time.

How to reduce call wrap-up time?

Higher call wrap time, reduce the overall talk time of agents and definitely increase roadblocks in taking more calls and work productively. Therefore, it is necessary to track and reduce overall call wrap-up time to the possible extent. Your call center solution will show this KPI in the reports section.

Let’s explore the top 3 tips to reduce overall call wrap-up time.

1. Add disposition bucket

It is an advanced feature available to advanced call center solution users like DialShree: call center solution. It is available as an add-on. This add-on shows different disposition messages, which are used more frequently in the call centers. This saves a lot of time of agents otherwise spent in writing the disposition messages. This will help in reducing significant call wrap-up time. We have also developed a disposition bucket add-on for VICIDial open source call center solution. We offer VICIDial customization and a wide array of add-ons to help VICIDial users improve their KPIs, including, the disposition bucket.

2. Take advantage of integration

One of the tasks agents perform as part of post-call work is making entries or changes in the CRM records. In a majority of call centers, this is the norm. This requires switching from the call center solution to the CRM system to make the required changes and switching back from the CRM system to the call center solution. This will waste the time of agents and collectively, it is a lot of time. The call center CRM integration can be a great solution here. This integration will make the CRM system available within the call center solution, so agents will not need to switch back and forth. This will also reduce call wrap-up time.

3. Easy to use solutions

If your systems are complex, then it is obvious that agents may take longer in using them. Thus, adopt an easy-to-use call center solution, CRM software, etc. This will further help in reducing call wrap-up time.

We offer a call center solution, call center CRM integration, VICIDial customization, and other services and solutions to help you improve KPIs. Contact us for more details.

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Which Are Must Have Tools for Agents Working from Home?

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Must Have Tools for Agents Working from Home

The pandemic has started taking a turn and the new strain of the Coronavirus has proven to be more dangerous. It is spreading the disease faster and there is much happening across the world because of COVID 19. Many countries have started shutting down their borders and many businesses have again switched their operational models to remote. If you are running a call center and going to operate remotely, then there are some tools, which your agents need to work productively.

In this blog, we will share major tools that are must to support agents working from home.

1. Hassle-free access to the call center solution

This is the fundamental need of agents as they need to work from home. The dialer aka call center solution should be easily accessible, so they can log in and work using it. The cloud call center solution is one option, which offers secure access to the call center software to remote agents. If you have on-premises servers, on which the dialer software is hosted, then you might not want to move it to the cloud. In this case, you can use the “Work from Home” add-on. This add-on can help you in accessing the call center solution from remote locations without compromising security. It also lets agents work in any condition.

To know more about work from home add-on, click here.

2. Flexibility to work without or with low bandwidth internet

The call center solution usually gets accessed via a web-based user interface. Therefore, agents need to have an internet connection to work on it. Moreover, the calls get carried out via an internet connection. This increases the need of high bandwidth internet. All agents might not be able to arrange high bandwidth internet. Therefore, it is necessary to focus on other options that let agents work even with no internet or a connection with low bandwidth. The option here is the “Work from Home” add-on. It lets agents work in both conditions using low bandwidth or no internet connection.

3. Mobile app of the call center dialer

Some agents might not have a laptop or a computer. In that case, they need to use their smartphones to operate remotely. The agent panel of the call center solution has to be mobile-friendly, so agents can access its features with ease on mobile devices. Other than that, a more important thing is, a call center should have a mobile app to simplify the access of the dialer using smartphones. For example, our DialShree Mobi is a perfect solution that can be used to access all features of the agent panel via the app and work productively.

4. Collaboration tools

When agents work from home, they may need more encouragement, engagement, and motivation. All this is possible with the collaboration tools. The call center solution offers internal chat and WhatsApp to communicate internally to assure the work goes seamlessly even with the work from home model.

If you do not have a call center solution or if you need any of the tools mentioned in this blog, contact us.

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How Hosted Call Center Solution Makes Earn More in Invest Less True?

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Hosted Call Center Solution Makes Earn More in Invest Less True

With none other than a hosted call center solution, you can earn more in less investment. This is true and in this blog, we will share how it can be proved. Are you ready to explore this amazing way of making more money within a minimum investment?

If you run a call center, collection agency, or a business, which uses a call center solution, this blog will help you know another side of the hosted call center software. You will know how it is the only software, which lets you make more money and at comparatively low cost compared to off shelve call center software.

Let’s explore the top ways it lets you earn more in less investment:

1. Access to Advanced Software with Minimum Investment

Hosted call center solution does not ask you to pay full license fees, which definitely make it a pocket-friendly solution. You can access and use the most advanced and expensive software such as an omnichannel call center solution at almost 10x times less cost by using a hosted call center solution. Furthermore, some hosted call center solution providers like us, Elision Technologies, offer a “Pay as You Go” model to minimize investment.

With the minimum investment, you can get the most advanced call center software, which can be used to run more efficient and effective campaigns.

2. Most Skilled Team in Minimum Investment

The hosted call center solution is a cloud call center solution. It means it can be accessed from anywhere, at any time. This gives you an open door to run a remote call center. You can hire agents across the globe to have a team of the most skilled agents. This will help you increase productivity.

You can reach more leads to convert them into paying customers. On the other hand, you can also serve your customers with the best in the industry customer care services. This is made possible by the feature-rich hosted call center solution and the most skilled team.

3. Run Business in a Profit Making Manner

The above-explained two points clarify how you can make more money using a call center solution while you invest a minimum in the software. Moving forward, by going completely remote, you can cut down costs and increase profit margin even further. Let’s see how.

  • As explained earlier, a hosted call center solution is a cloud call center solution. It means you will not need to invest in physical servers. This saves your server cost.
  • You can run a remote call center, which lets you save money on physical space, computers, headphones, the internet, etc.
  • You pay for what you use, which further reduces the cost of the call center software.

In a nutshell, there is a minimum investment, no expense, and increased revenues. This helps in running a business in a profit-making manner.

We offer a reliable and feature-rich hosted call center solution to our global customers. To know more about it, contact us.

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How Hosted Call Center Solution Empowers Call Center Industry?

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Hosted Call Center Solution Empowers Call Center Industry

Customers are shifting towards digital platforms to ask their queries to aid in buying decisions or to get the resolution of their concerns. They need a quick response and rapid resolution. This has uplifted the call center industry by providing a plethora of opportunities.

Many companies have started outsourcing customer support and lead generation operations to call centers. To meet the demands of the modern customer base and to deliver expected results, the companies outsource their customer care project to call centers. A call center needs a reliable call center solution.

Hosted call center solution has proved itself as a savior as it lets call centers make more profits and bestow many more benefits. In this blog, you will learn how a hosted call center solution empowers the call center industry.

1. Lower cost

A hosted call center solution is quite cheaper compared to other proprietary call center software solutions. Also, you will get a cloud call center solution, but at cost-effective rates. Some hosted call center solution providers such as Elision Technologies Pvt. Ltd offers this software with a simple pricing model. Moreover, one can choose to pay monthly or annually without signing any long term contracts.

All a call center needs to have is a system and headphones for calls. If you choose to have a virtual call center, as a hosted software can be accessed remotely as well, a call center needs nothing at its end. Software maintenance will be handled by the provider. It means the total cost of the software would be greatly minimized, which empowers call centers

2. Higher flexibility

A hosted call center solution usually is a cloud call center solution. Therefore, it is way more scalable than an on-premises call center solution. Some companies, which offer SaaS call center services give the flexibility of increasing or reducing the number of seats as and when needed. Moreover, the ‘Pay as You Go’ model adds the icing on the cake. These flexibilities are not possible with the standard proprietary call center solution.

3. Greater features

The hosted call center software is way cheaper than a third party call center software, but it offers many features at this cost. In fact, often it has advanced features, which are not accessible in the standard call center solution until and unless you buy the highest package of the software.

Along with all advanced features, a call center also receives a mini CRM integrated within the call center software. This helps in assuring that you do not need to invest in call center CRM integration to see additional information. Moreover, you can also add unified communication channels using an omnichannel call center solution to leverage excellent benefits.

Hosted call center software solution is built to cater to growing call centers and startups to let them concentrate on success and service enhancement, while the software is managed by the provider. We offer both, proprietary call center solution and a hosted call center solution. If you want to know more about these solutions or want to acquire any to empower your business, contact us.

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How DialShree Is Better than Open Source Call Center Solutions?

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DialShree Is Better Than Open Source Call Center Software

Call center solution has become predestined nowadays. Almost all businesses use it to handle one or more operations. In the market, there are many available options to choose from when a business decides to switch to or buy a new call center solution. Many people get inclined to use an open source call center solution such as VICIDial over any other option. However, for many reasons DialShree, one of the best call center solutions, is an ideal choice over any open source call center software.

In this article, we will share what makes DialShree an ideal choice over any open source call center solutions:

1. Unified communication channels

Unified communication means using all major communication channels to connect with a customer or a prospect. A call center solution that supports all unified communication channels is known as an omnichannel call center solution. DialShree is an omnichannel call center solution. It supports all modern and standard communication modes such as:

  • Voice calls
  • WhatsApp
  • Live chat
  • Facebook
  • Twitter
  • SMS
  • Email
  • Fax

The open source call center solutions cannot support these communication channels. For example, VICIDial customization can let businesses add new features, but all communication channels are not supported by this software. If a business invests in custom development to add these channels into an open source solution, then it would be really expensive compared to DialShree, which offers omnichannel contact center software at affordable rates.

2. Secure remote operations

DialShree offers a mobile app, which lets agents work from anywhere, at any time. Also, it offers a secure access call center solution via this mobile app. DialShree also has a Remote Agent module, which enables agents to work remotely in any circumstances.

On the other hand, open source call center solutions do not have a mobile app. They can only be used via VPN if remote access is needed. There are many concerns related to VPN access, which make it an unreliable option to use a call center solution remotely.

3. Affordable Rates

Many people choose open source call center software because those are available for free. However, if you would consider the cost of installation, customization, custom development, API integration, white labeling, etc., it would be a figure almost similar to the cost of the DialShree standard package. Moreover, DialShree is also available as a hosted call center solution. It makes it even more affordable for low budget businesses.

4. Other benefits

DialShree offers many benefits to its users. Some of the major benefits of DialShree call center solution over open source call center software are listed below:

  • Advanced features
  • Continuous development and innovations
  • One year free support service
  • Affordable packages
  • Upcoming features based on AI (Artificial Intelligence)
  • Large and diversified portfolio
  • And many more

In multiple ways, DialShree is an ideal call center solution compared to any other open source call center software. Contact us to know more about this software and to have a free demo.

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Cloud Call Center Solution vs. On-premises Call Center Solution

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Cloud Vs. On-Premises Call Center Solution

Call center solutions have proven their value in the past decade or two. Along with the traditional users of call center software such as call centers, many new industries have adopted this software by comprehending its worth. This made a revolutionary shift in the call center software development industry.

Many call center solutions were launched in the past decade and ultra-modern features are also introduced by the leading companies. This brought many choices to the buyers to confuse them enough. In this blog, we will discuss the two most popular types of call center solution these days:

  1. On-premises call center solution
  2. Cloud call center solution

After the end of this blog, you will have a clear understanding of each of this type of call center solution and you will be able to make the right choice.

Difference between an on-premises call center solution and cloud call center software:

1. Set up

The major difference between both is the way it gets set up. An on-premises call center solution gets set up within the company premises. You will have all the required hardware, servers, etc. within your company premises.

Cloud call center solution gets set up on the cloud spaces, also known as hosted cloud space. No hardware or servers are needed within the office building.

2. Secure remote access and management

On-premises solutions are configured to use within the company for security purposes. To access them securely from home, you need to invest additionally in securing its access via a VPN or getting other modules, which allow work from home without compromising security. Management of this type of software is difficult as your servers are in the company and cannot be customized remotely.

Cloud call center solutions usually have built-in security mechanisms as per the default hosted cloud security. Therefore, without investing in additionally, your agents can use the cloud call center solution remotely. Due to this characteristic, all companies offering call center software following the SaaS model are cloud call center solutions. It means if you are using a hosted call center solution, it is a cloud solution. As it is hosted on the cloud, it can also be managed remotely.

3. Scalability

On-pre call center solutions are scalable as it depends on the software. However, scaling up the software capacity can take a few days. Also, there is no flexibility to scale up and down as per the traffic with this type of call center software.

Cloud call center solutions are highly scalable. Within a few hours, it can be scaled up or down. Moreover, if you are using a hosted call center solution, you can choose to scale down the number of seats once traffic is down.

4. Expenses

As hardware and other infrastructure are in-house, it will cost more for maintenance than a cloud call center solution, which does not have any hardware to be maintained.

In terms of benefits, cloud call center solutions have more benefits to offer than on-premises call center software.

We offer both on-premises and cloud call center solutions. Contact us to know more about it.

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How an Integrated Call Center Solution Provides a Powerful Tool?

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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.

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