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Category Archives: VoIP solutions

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Remote Work Model with Call Center Solution Part 2

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Remote Work Model with Call Center Solution Part 2

In the last blog post, we discussed one of the three approaches available to use the call center solution to take the benefit of unified communication and remote work during this pandemic. If you have missed that post, you can read it here: Remote Work Model with Call Center Solution Part 1.

Today, in this article, we will talk about using the call center solution to successfully run the Remote Work model and stopping the spread of COVID 19. This is the second approach to using this system.

As mentioned earlier, the approach 1 allows using the call center solution from home via a public or private network. One of the major disadvantages of using that approach is it requires very high bandwidth internet because all the packets, voice, etc. are transmitted through the internet. In case, if the internet bandwidth is low or the internet fluctuates, then it disconnects the call or degrades the voice quality.

The second approach resolves this issue. As we all know transmitting voice or video on the internet consume a lot of bandwidth. Thus, with DialShree: Omnichannel Call Center Solution, we can forward calls to the mobile phone of the agent. An agent can still access the web panel of the call center solution to take the benefit of all call center software features, but he does not need to take calls via the web app and voice calls will not pass via the internet.

How it works?

  • Admin or our team will register all phone numbers of the agents. We will make the required rule mapping to send all calls to the agents on their phones.
  • All agents need to log in to their agent panel and need to use the “Remote Agent” add-on. They will receive a call on their phone from the system, which they have to keep connected.
  • Whenever a new call is generated, it will be transferred to the agent.
  • As soon as he picks up the call, the window will open on his web app. He can see the customer details if call center CRM integration is performed or he will see the information available in the call center system. He will have all the controls to handle the call, including, call script in his agent panel.
  • Once he finishes the call, he can hang up that phone and write the disposition in the web app of the agent. The second call will be transferred to him.

Pros of this approach:

  • All the required features of the call center solution will be available to the agents.
  • Internet connection will not be used as much as in the first approach where all calls and packets passed through the internet only. The reason is in this approach, the voice packets will pass through the telephony network which will reduce the load on the internet.
  • All call logs, call recordings, etc. will be available according to the call center solution.
  • It is perfect in running both, inbound and outbound campaigns.

Cons of this approach:

  • If the internet goes down, the operations will be stopped.
  • If the agent disconnects the first system generated phone, he will be logged out of the session and needs to re-login.
  • The phone of the agent will always be busy.

To use this approach, you will need the “Remote Agent” add-on developed by our team. To know more, contact us.

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Remote Work Model with Call Center Solution Part 1

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Remote Work Model with Call Center Solution Part 1

Remote work model has been a necessity all across the globe due to increasing cases of COVID19. There are no other options left than lockdowns and curfews. The Coronavirus spreads faster than any other flu and it can make people very sick. At the moment, nobody has a vaccine. Thus, the only cure is, one saves himself from getting infected. To make sure all countrymen follow the rule of staying home, the governments are enforcing lockdowns and curfew.

Many industries are collapsing because of it, but all cannot stay doing nothing. Some industries such as IT, call center, government, etc. need to keep working. Some of them such as government organizations, pharmacies, and hospitals have to stay in the field and some of them such as call centers, IT companies, etc. can adopt the “Work from Home” model.

To make this “Remote Work” aka “Work from Home” model successful companies need to use various tools and call center solutions can become one of the most important tools in this case. Many companies can use this tool to stay connected with customers, partners, team members, etc.

The call center software similar to DialShree offers an omnichannel communication system. DialShree is our proprietary call center solution that is in use in multiple organizations all across the world, including, government organizations. Being an omnichannel call center software, it supports all communication channels:

  • Voice calls
  • Screen share
  • Video
  • Conference calling
  • Chat
  • WhatsApp
  • SMS
  • Facebook
  • Fax
  • Twitter
  • And more

The companies which use this omnichannel call center solution can take advantage of unified communication. It is furnished with all features one would like to have in his ideal call center software.

The call center solution can be used for “Remote Work” with one of the following models:

Model 1: Open the call center solution for home access

Due to security reasons, the call center software can only be accessed within the company network. However, to tackle the situation of lockdowns due to COVID 19, the companies can open the ports so this system can be accessed from the home. Agents can log in to the call center solution via their web browser and use all the features of the call center software and work as they usually do.

Pro:

  • Work from home with the same efficiency and productivity

Cons:

  • Internet connection has to be stable and high bandwidth is needed
  • Opening the ports creates security risks

Model 2: Access call center software via VPN

The company can set up a complete virtual private network. Thus, the call center system can be accessed from home, but it has to be accessed via a VPN.

Pros:

  • Keeps security intact
  • Work from home with the same efficiency and productivity

Cons:

  • Company needs to provide the bandwidth to keep VPN up.
  • If an internet connection at an agent or a company side fluctuates, the call quality can be degraded or call can be hanged up.
  • If the internet stops working at any of the ends, the agent cannot login.

Both of these models have their own pros and cons and need internet access and a system at the agents’ end.

There is one more way to use the call center solution for Remote work. We will learn about that in the next blog.

If you want to know more or want a demo of DialShree, contact us.

 

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Complete Your Communication Ecosystem with Omnichannel Communication Solution

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Omnichannel Solution to Complete Your Communication Ecosystem

Each business needs a complete communication system in place that supports the day to day communication. Today’s consumers have been more demanding than ever before and to ensure a business can reach consumers from all possible channels, it requires better than before communication systems. Also, to support omnidirectional business communication cost effectively, a business requires omnichannel VoIP solutions.

The omnichannel VoIP solution offers a complete communication system for business. This VoIP solution is easy to use as it comes with an easy to use GUI based user panel. Imagine all you need is a single VoIP solution to support different modes of communication. You can conduct a voice call over internet protocols with a client using the same omnichannel VoIP solution which can be used to make a video call to the prospective customer.

Not only this, but the omnichannel VoIP solution also allows performing other types of communications as well, such as chat, browser to browser calls, so on and so forth. The business representatives don’t need to deal with different software and hardware for different types of communication, now they can have an all-in-one communication solution.

The omnichannel VoIP solution such as a call center solution with omnichannel communication support can be used for both, internal and external communication. Using this communication system doesn’t require any additional skills or expertise. It is as easy as using a phone system or chat system.

Furthermore, this business communication solution offers a holistic approach to tracking each communication. You can record calls and can see live as well as historic communication records. This type of complete logs always helps top management in judging the performance and takes some vital decisions.

The omnichannel VoIP solution works on internet protocol that makes it cheaper than other communication alternatives. It offers to call at cheaper rates without compromising the quality of calls. Also, it doesn’t require excessive hardware or wiring, unlike traditional communication systems.

This makes setup and maintenance of it easier as well as cheaper. The saved cost of communication and maintenance of the communication system will be on a bigger scale. This will help companies in saving money that can be channelized in investments.

Elision has years of experience and a strong portfolio in serving small to large scaled businesses with omnichannel VoIP Solutions. VoIP engineers have expertise in developing the best omnichannel VoIP solutions. To discuss your requirements, contact us with your brief requirements.

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What Solutions Can Be Integrated in a Call Center Software?

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Solutions to be Integrated into the Call Center Software

Today’s market is very competitive. Of course, call center solutions come with the powerful and never seen before features, but still, using just a call center solution can make it difficult for the call center to bypass competitors.

To create a complete customer journey map and to provide better customer service as well as to improve productivity, companies need to work in that direction. One of the solutions is an integrated call center solution. The integrated call center solution is a call center software solution, which has integrated APIs and solution which would be third party solutions.

The provider of a call center solution provides integration of 3rd party APIs and systems. Once these third party solutions are integrated into the call center solution, then this will work as one of the features of the system.

What solutions can be integrated with a call center software solution?

Now, here comes this million dollar question.

The answer is tricky, it completely depends on the call center software.

If the call center solution is developed in a scalable manner such as our DialShree: Omnichannel call center software solution, then any third party API and solution can be integrated in this call center software. On the other hand, if the call center software is developed very tightly, then it becomes difficult to integrate any other API or solution in it.

Thus, it is necessary to review the scalability aspects of the call center solution when you are thinking to buy the one. In the process of reviewing features of a call center solution, you should also review scalability aspects.

Generally, scalability is only considered as expansion in the number of seats, but no! Scalability also covers some areas of compatibility and flexibility of the solution. You can simply ask that if you need to integrate any third party API or solution, then will it be done easily or not.

Why you need an integrated call center solution?

As mentioned earlier, gone are the days when customers were happy just on the fact that they could talk to an agent to raise their concern. These days, customers want more. They would like to get treated well. They want personalized answers and they want you to keep them on priority.

All these operations are not possible with just a call center software use. You need more. For example, the call center CRM integration helps in catering customers in a personalized manner. Furthermore, these days, people use multiple modes of communication. Thus, they expect to have omnichannel communication support.

Thus, a call center solution needs to be able to get integrated with the social media profiles, WhatsApp, and other communication channels.

End notes

An integrated call center solution offers a powerful tool to call centers and companies. Thus, they must use a scalable system, which is able to integrate any third party solution.

Our DialShree is one of the most scalable omnichannel call center solutions. For more details, contact us.

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Helpdesk Ticketing System over Email Increases Productivity

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Helpdesk Ticketing System over Email Increases Productivity

There was a time when companies used only emails to provide online customer support. But the problem started when companies began to expand and their customer base began to grow. With the increased customer service requests, it becomes extremely difficult for you to handle your inbox and keep track of each request. This is where helpdesk ticketing solution comes into play. It enables the help desk to maintain a powerful database that holds as well as manages the queries of the customers.

So how exactly does it work? If you are using a solution and having any technical issue, all you have to do is to raise a ticket using the online ticketing solution. Then, the technical team will check the ticket, resolve your problem and update the status of the ticket depending on the case.

Compared to emails, it has made it a lot easier to track and manage the technical issues. Here are some reasons why the helpdesk ticketing system is better than an email solution to handle technical support requests:

All your conversions are in one place

When a lot of people are working on requests, it can get quite difficult to keep track of information. In email communication, the customer support agents have to jump through many hoops. So the best thing that you can do is to get a responsive and easily accessible helpdesk ticketing system that minimizes the resolution time. And by converting your emails to support tickets, you can make this possible.

Tracking and reporting metrics

With email communication, you cannot track the productivity, efficiency, and speed of individual technicians. But with the helpdesk ticket tracking system, you get to determine the work efficiency of your employees, as you get to track everything.

Efficiency

One of the biggest disadvantages of using email communication is that the customer support executives need to go to and from between their inboxes. By integrating the online helpdesk ticketing system and email, you can make this process a lot easier. Also, this will let your staff work at peak efficiency. The customer support team can work at their full capacity all the time.

Transparent

With an online ticketing system, companies get to know which teams and departments are getting more support requests so that they can allocate the support resources efficiently. On the contrary, in email communication, you cannot track the issue or know who has worked on them.

Cost-effective

The foundation of your company is the hard work of your support team. And if they waste their time juggling with emails, then it will decrease the overall productivity of your company. So have a good helpdesk ticketing solution that best suits the needs of your organization. Compared to an email communication tool, they are highly valuable.
In conclusion, it can be said that ticket tracking software is superior to email. This system is not only good for startups, but also for those who manage others or handle multiple support queries.

Elision is a renowned provider of ticket tracking software. So why wait? Get a ticket tracking software and increase the productivity of your business. For more details, contact us.

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Top 5 Tips to Enhance Customer Support

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Tips to Improve Customer Support - Elision

Better customer support results in increased repeat and referral business. Also, it helps in creating a positive business brand for your enterprise. To assure the best customer support, you need to assure that your staff handling customer support has everything they need to provide the best support and care services.

We are leading VoIP Company and we have benefited many businesses with our services and solutions. Today, based on our more than a decade long experience, we will share the top 5 tips to improve customer support. These tips can be used by any small business or a well established call center or customer care center.

1. Hire skilled professionals

Customer support is a very crucial job and you must hire a well educated team. Also, having prior experience in customer support can give an upper hand to the business. Don’t think about saving money and going for cheap resources. If hiring an in-house team seems expensive, you may outsource customer support to remote agents or call centers.

2. Provide Required Training

Each business has its own products, solution, and code of conduct. For years, you must have nurtured your clients in a specific way. These best practices must be passed to the customer care team. You must conduct training and mentoring sessions. Also, you should use a solution such as voice logger software, which will record calls. These calls can be then used for quality control and screening.

Based on the results, you can conduct required training sessions for the selective members. Also, there are certain solutions such as a keyword spotting solution that find a specific word in an audio file. This will help in assuring the team is not using negative words in any way during calls.

3. Get Advanced Solutions

You can’t expect a great customer care service with outdated solutions such as a telephone. You have to provide advanced communication as well as tracking solutions to your staff so they can provide the best support services. Based on the nature of your business and budget, you can define the required solutions. Below is the list of the most commonly used solutions in different support centers:

You can have one or all of these support solutions. If your budget is limited, you can get open source solutions to start with.

4. Provisioning to Increase Productivity

Providing customer care is a tough job. Thus, you must take the necessary steps to save the time of your agents or executives in all possible ways. This saved time will help them to perform one or more productive tasks such as,

  • Lead nurturing
  • Resolving queries of other clients
  • Updating knowledge
  • Helping other executives
  • Rejuvenating themselves to provide better support

We recommend getting call center CRM integration so agents don’t need to spend time and energy in switching back and forth between two different solutions. Another option is to get a WebRTC solution to eliminate the need of hardware based phones or softphones.

Also, there are other ways to empower your agents to work with better productivity, such as having call center software with features like the sticky agent, IVR, Skill based routing, etc. You can also integrate these modules with existing solutions.

5. Give them flexibility

Having a fresh and happy mind is important for your customer care executives. You can give them the flexibility of work from home. You can keep track of their work in real time with solutions such as Remote Agent. This solution can work on any simple telephony application as well. You can get logs and activities in real time.

Along with these flexibilities, you should give treats, perks, etc. so they can stay motivated to perform at their best. Remember, a happy customer care executive will keep your clients happy.

If you have any queries, need further tips or want to get details about any of our above mentioned solutions, contact us. We would be glad to help you improve your lead nurturing ratio.

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Elision Is Going to Participate in BPO Tech Summit 2020

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Elision Is Going to Participate in BPO Tech Summit 2020

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.

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: 23rd January 2020

Venue: Sheraton Grand, Bangalore

The event will cover all aspects of the business to benefit participants. One can learn from industry leaders.

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Top 5 Benefits of WebRTC for Call Centers

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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:

1. Improved customer experience

WebRTC contact center software is all you need to give your customers the best call center experience. This enables them to contact agents directly from their browsers, anytime they need help. Don’t you want this for your call center?

2. Cost saving

Cost saving is another huge benefit of using the WebRTC solution with the call center solution. Now, the agents no longer need to use softphones or dedicated desk phones to handle calls.

Taking and making voice and video calls have now become browser functions. Businesses no longer need to invest in software or hardware or incur the cost of maintaining as well as managing equipment from various vendors.

3. Improved Productivity

Deployment of the WebRTC solution integrated with the contact center solution can improve the productivity of agents. If they want to move a call from video to voice collaboration or any of the other channels that are supported by WebRTC, they don’t have to switch devices. Improved productivity gives agents more time to concentrate on more complicated problems or inquiries.

4. Scalability

WebRTC integrated call center solution is very scalable because of the use of browser technology. Without installing new software or equipment and incurring further licensing or set-up charges, it allows adding permanent, temporary or new agents.

5. Operational flexibility

The flexibility of the call center is increased with WebRTC. As the contact center solution integrated with the WebRTC can reach any location, agents can work from home or any other location. All they need is an internet connection and a WebbRTC compatible web browser. They no longer need to be present at the main call center.

Want to avail of the above-mentioned benefits for your contact center? Give us a call today on 91 704 164 9394 or contact us and we can help you provide your customers with the best customer service experience!

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Call Center Software Trends 2020 That You Must Know

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Call Center 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. Social media channels are not only for marketing and advertising, but also for providing customer care to customers. In 2020, more and more customers will be raising their queries through social media networks like Facebook and Twitter.

Let us take a look at some facts mentioned below:

  • 29% of customers of all age groups have used social media to complain about a brand’s customer service.
  • Social media channels like Facebook and Twitter help in delivering 46 percent more accurate responses and 44 percent quicker responses than emails.
  • 80 percent of the total social media customer service requests come from Twitter alone.

As we approach 2020, these numbers are likely to increase at a faster rate with the proliferation of social media. Considering all these, it is high time for contact centers to integrate the option of social media customer support in their call center solution.

2) Omnichannel communication strategy for providing effective context-specific support

The omnichannel communication is an effective customer centric tool that provides a seamless and uniform customer experience across all platforms, be it through smartphones, desktops or for that matter even in-person. The omnichannel consists of strategic customer touchpoints across many channels so that customers don’t have to repeat the same information again to different call center agents.

The integration of omnichannel communication with the call center software enables the executive to know the history of customers and provide effective responses within the shortest possible time interval. The omnichannel approach helps to save valuable time of both customers as well as agents, leading to quicker and more efficient resolutions of queries and complaints.

3)  Live engagement tools for better customer experience

Live engagement tools such as live chat, video chat, and co-browsing enable contact centers to provide proactive responses and faster resolutions to customers. It helps in identifying the customers’ issues which most of the time might be difficult due to lack of real-time communication.

Having various live engagement tools as a part of the call center solution enables enterprises to guide the customers better across their entire journey. It also helps to boost team productivity and customer satisfaction. It increases conversion rates and reduces the response time.

4) Automation using artificial intelligence (AI)

In addition to handling calls and responding to customers, call center executives perform a lot of other tasks such as categorization of the queries or complaints and tagging them. These basic tasks can be entirely delegated to AI-enabled chatbots. These chatbots would serve as the first point of contact for customers.

Moreover, chatbots enable businesses to provide 24 x 7 customer engagement. By making use of chatbots, the right queries can be assigned to the aptest agents which are best equipped to solve them. Blending AI into the call center software helps to reduce the workload of agents and provides effective real-time customer support.

5)  Hiring more remote call center agents

Most call centers have already started giving preference to freelance agents in comparison to having a high number of on-premises contact center agents. These freelancers can work from anywhere across the globe just by merely using the call center software over the internet. The advantages of hiring remote agents in comparison to in-house employees are:

  • Saves valuable time and money.
  • No added expenditure on IT tools and equipment.
  • Lower maintenance cost.
  • Saving money on currency value.
  • A large pool of agents across the globe.
  • Operations are made seamless and productive.
  • Doing away with staffing issues.

In order to stay in the competition considering the current market scenario and cut-throat competition, call centers, and their agents need to be aware about the upcoming trends and be ready to integrate and use them as a part of their call center solution.

Looking for advanced call center software solution? Contact us.

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How to Optimize Your Omnichannel Strategy?

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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. It is a multichannel approach implemented by many brands to provide customers with a seamless purchasing experience across all platforms, be it online shopping through websites, mobile apps or purchasing offline by visiting the stores.

The omnichannel consists of strategic customer touch points across many channels allowing the customers to start at the same point where they had left off on the previous channel.

The omnichannel strategy involves seamless integration of the different channels that a brand uses to communicate with its customers. In a nutshell, omnichannel is an effective approach for sales and marketing by providing the best customer experience.

Mentioned below are the practices to be followed by any business or brand to optimize their omnichannel strategy:

1) Selecting the channels wisely

Depending on key information like the number of inquiries received each day or the number of hits or traffic the social media platforms receive, it is possible to plan how the channels are to be utilized. For example, if a large number of calls are being received, it would be wise to make use of channels like live chat, Twitter, Facebook, etc.

These channels are not only cost effective but help to provide customer support at a faster rate in comparison to the voice channel. Also, if the customers are visiting your website or app frequently for reading about new brand content, it would make sense to invest time here rather than other channels. It’s all about being where your customers are.

2) Communicating to the customers’ ways of reaching out to you

It is vital that your customers know when to contact you and how to contact you. For this, your website should have a list of all channels on which your business is active. It is also important to mention the support hours so that the customers know when to contact you.

3) Synchronization of all channels

The omnichannel strategy will only be successful if the customers are able to seamlessly switch over from one channel to another. It is essential that a customer can shift from one channel to the other without wasting valuable time and repeating the same information again.

A CRM tool is an effective solution to achieve this as it would help in maintaining a centralized database of customer information. It will also allow the executives to make real-time updates in the system.

4) Empowering and training the agents effectively

One needs to understand that every channel is different and requires different skill sets. For example, email and live chat support would require excellent written communication skills, whereas voice calls require effective verbal communication skills in order to create bonding with customers. The focus must be on training the agents well, according to the channel allocated to them.

5) Analyzing the efficiency of all channels

Data analysis is vital in order to check whether the omnichannel strategy is working properly or not. The functioning of all channels must be analyzed on the basis of various key performance indicators (KPIs). If a channel is not functioning up to its mark or lagging behind, then steps must be immediately taken to identify the loopholes and bring in the required changes to get the channel working effectively in full swing.

If you are looking for omnichannel solutions, contact us.

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