VoIP solutions - Elision Technologies

Unified Communication Solution: A Quick Guide

Posted on October 31, 2019 - 7:53 am by Hiren Pancholi

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?

Before getting into details of the unified communication solution, it is necessary to understand what unified communication is. The unification of different communication channels that enhance the overall reach and experience of the communicator to communicate is called unified communication.

What is a unified communication solution?

A solution that unifies different communication channels is called a unified communication solution. In today’s world, the unified communication solution is the one that is used by the companies that want to have all communication channels and that is why it is also known as omnichannel communication solutions.

Generally, a unified communication solution gets developed using one or more VoIP development technologies such as Asterisk Development, WebRTC Development, etc. However, its usage is not limited to SIP lines. The unified communication solution can be used on both SIP (Session Initiation Protocol) and PRI (Primary Rate Interface) lines. In simpler language, it can work on the internet lines as well as on the traditional telephonic lines.

The unified communication solution gets furnished with all below-mentioned communication channels:

Voice call
Video call
Email
SMS
Fax
Conference
Instant messaging aka Chat

Modern-day unified communication solutions also include the following solutions:

Web forms
Web applications
Social media
Support ticketing solution
CRM system
And more

Traditionally, the only business phone solution with multiple communication channels was considered as an omnichannel communication solution, but now, it is not limited to that single solution. Any traditional or innovative VoIP solution can be a unified communication solution.

For instance, DialShree is our proprietary call center software. It is a unified communication solution. We have integrated all different modes of communications along with different web applications, APIs, social media, and much more. The benefit of unified communication solutions is that it provides a one-stop solution to meet all different communication and collaboration needs of the businesses.

We offer different omnichannel aka unified communication solutions. For more details, contact us.

Top 4 Habits of Customer Centric Call Center

Posted on October 28, 2019 - 5:48 pm by Hiren Pancholi

Top Habits of Customer-Centric Call Center

Companies and call centers invest a lot to keep customers happy. Customers seek for better services and not cheaper prices really. According to one of the statistics shared by the Thikjar, 55% of customers are ready to pay more to get better service. Yes, you read that right.

Customers are looking for customer care support before and after the purchase. Nowadays, companies know the importance of happy customers and that is why they invest in the best call center software, integration of social media and other channels in the call center solution, train agents, and much more to do everything possible to increase customer satisfaction.

In this article, you will learn about the top 4 tips that must be applied in your customer support center or customer care center to make sure you achieve 99.99% customer satisfaction ration.

1. Pay attention to what your customer is saying – listen carefully

Generally, agents are in a hurry to read out the script they are seeing in their call center software window. Some interrupt customers in between. The first thing agents need to learn is to pay complete attention to the customer while he is talking and in any case never interrupt him or her. Thus, the first thumb rule of success is to Listen Carefully to the Customer.

2. Deliver personalized experience

Everyone enjoys the feeling of being known and worth and so do your customers. Let them feel that they are important to you. Try to personalize the conversation and make them feel good. You can use the call center CRM integration so an agent can see the details about the customer, including, his/her liking and disliking.

This will help agents to treat each customer based on their likings and this personalized experience will help you increase customer satisfaction.

3. Add Automation

A majority of customers usually has the same issue. For example, when will my order get delivered? Or do you deliver in my area or not? For a simple yes or no answer, the customer needs to wait in the call queue, which can be less than 1 minute or more than 20 minutes sometimes.

The call center software provides amazing features and those features can be used to cater to customers more effectively. For example, integrate an IVR menu to let customers self serve themselves.

4. Test your tools

The customer care centers use multiple tools such as call center software, CRM solution, etc. Each tool comes with a wide array of features. Generally, once the configurations are made, they are left as it is. This is not a good practice. The call center must monitor and fine-tune the tools to receive good results. For example, the IVR menu in the call center solution needs to be changed based on the current trend.

These are the top 4 habits that are easy to practice and do not take a lot to follow. It delivers the best customer services and increase customer satisfaction.

Looking for tools to empower your call center? Contact us.

Best Practices for Outbound Call Center

Posted on October 7, 2019 - 7:38 am by Hiren Pancholi

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? Agents can easily call their customer number with a single click on their desktop, CRM, and contact profiles. This feature in the call center solution improves efficiency by connecting available agents directly to customers and smart dialing strategy eliminates duplicate work and increases agent productivity.

Predictive dialer

Tired of hung and unanswered calls? Predictive Dialer of call center software reduces call latency by intelligently assigning calls to agents based on predefined parameters. With predictive dialer software, agents can place more calls as compared to dialing manually.

Call Recording and Monitoring

Good news to managers and supervisors! They can use real-time agent monitoring tools available in the call center solution to measure call quality and easily monitor agent performance. This allows managers to whisper, snoop, and participate between calls while listening to live calls and providing better support to their agents to deal with customers.

CRM Integration

Integrate call center solution with CRM with call center CRM integration to update information for single-source information. Allow agents to call and access and store data in one place. If an agent is familiar with the customer’s conversational insights into previous interactions, they can exceed customer expectations.

Soft Skill Development

The way an agent speaks to a customer has a big impact on the response of the customer’s offer. These factors are often overlooked by agents because they focus more on increasing sales. They need to closely check what they say to their customers and, more importantly, how they say. Telemarketers should have a clear voice that customers can easily understand and have a positive impact on their thoughts.

Data optimization

It is important to optimize their data so that agents do not miss potential leads. Many telemarketing companies don’t update leads and don’t track missed calls, so they may miss opportunities to affect their monetization. Therefore, telemarketers must regularly update their telemarketing lists to make the most of their opportunities.

Automation

Agents do not have time to breathe in outbound call centers. They are full of tasks, but if the company takes care of the staff correctly, they will take better care of their customers! Power agents using a help desk ticketing system that helps agents track missing interactions. The ticketing system automatically generates tickets from other channels, eliminating the duplication of agents that manually generate tickets for customers.

Feedback Collection

To survive and thrive in today’s increasingly competitive global marketplace, listening to customers is a prerequisite. Every call center must have a dedicated team to review customer feedback and take action to address these issues to prevent future iterations. Collect customer feedback via SMS, email or IVR call which is available in an omnichannel call center solution.

Telemarketing is becoming increasingly difficult day by day, so it is important for telemarketers to follow these best practices including call center software to ensure optimal growth. Telemarketers serve as the human extension of their organization, they must have all the tools they need to deliver optimal performance.

We offer the best call center software to run an outbound call center. For more details, contact us.

Web Conferencing Solution and Its Benefits

Posted on September 12, 2019 - 9:34 am by Hiren Pancholi

Web conferencing solutions are pretty much in use by businesses these days. From web conferencing services to white label web conferencing software, everything is in-demand. Still, there are some businesses that don’t use it and yet not know the advantages of this powerful solution. This article sheds more light on this topic and the necessity of this solution.

What is a web conferencing solution?

It is a conferencing software or app which comes with a wide array of features. It can be accessed from any web browser as it is a web conferencing system. It allows participants to be part of a meeting or a conference via any device.

What are the benefits of web conferencing solution?

There are many advantages of using this type of conferencing solution. The pros vary from business to business and use cases applied by its users. In this article, we will see the top 3 benefits of the web conferencing solution for business. These are general benefits and everyone can gain these pros.

1. Increase attendance

Generally, in a conference or meeting more than two people participate. It becomes difficult for all of them to stay available at the same time. Also, it becomes tough to be preset under the same roof at the same time. The web conferencing software eliminates this issue.

It allows participants to have meetings before or after working hours. Anyone can participate in the conference even when on the go. This makes it a perfect solution which helps to increase the attendance of the participants.

2. Increase productivity

The web conferencing reduces the time spent on people settling down in the conference area. The participants can join in prior. The quick meetings, training sessions, etc. can be conducted with this system and it can be useful in multiple ways to increase the productivity of the staff.

3. Allow monitoring

The web conferencing software allows conference recording and playback options. This option can be really useful as it helps in monitoring the conferences and their effectiveness. In some companies, it is noticed that the time of the participants gets wasted in useless discussions. When they know the conference is getting recorded and supervisors or management can review it, the participants are more likely to stick to the agenda.

4. Refer discussion any time

The web conferencing sessions can be recorded and this is indeed very useful. Whether one wants to refer the meeting recording to re-learn the topic or to resolve any disputes they have, in any case, it is a perfect solution.

Conclusion

The web conferencing solution can be really beneficial to all different businesses. The companies can take advantage of it to increase collaboration with the staff, to increase productivity, and to resolve disputes.

We offer a web conferencing solution to our customers. It is available for free as well as at affordable rates, based on your needs. For more details, contact us.

WebRTC Solutions and Its Benefits

Posted on July 11, 2019 - 9:15 am by Hiren Pancholi

VoIP technologies have enhanced personal and professional, both types of communication. There are some interesting VoIP solutions available in the market and those are making marks for sure. WebRTC is one of the leading VoIP technologies these days. There are so many interesting communication solutions, which are getting built in this VoIP development technology.

By using expert WebRTC development services, one can develop a solution to satisfy rich communication needs. Some of the top solutions built using expert WebRTC development are listed below:

WebRTC Client Solution
WebPhone
Web to click solution
Web conferencing solution

There are many companies that are getting encouraged to use the WebRTC solution due to a wide range of benefits offered by this technology. Let me share the top 3 benefits of using the WebRTC solution.

1. Real-time communication solution

The WebRTC stands for Web, Real Time Communication. It uses browser technology to conduct audio or a video call. Thus, it can be accessed from remote locations in real time. The participants can have a one to one call or a conference call with each other without any difficulties in real time. These characteristics of the WebRTC solution make it perfect for users.

2. Independent or integrated communication solution

The WebRTC solution is very flexible and provides all modes of online communication. One can use the audio, video, chat, file share and screen share features in a complete independent WebRTC solution for communication. On the other hand, one can also get a WebRTC solution developed and integrated it with another solution. For example, the web phone is a WebRTC system that usually gets integrated into the call center solution.

3. Save money over communication

As mentioned earlier, WebRTC uses browser technology. It means it doesn’t need to use the PSTN network, which is very expensive. The WebRTC based calling will be cheaper, in fact, absolutely free. Use the Web URL to run a conference or a one to one call. All local, internal and international calls can be conducted for free using your internet connection. As you can see, it will help businesses save a lot of money.

These are the top 3 benefits of using a WebRTC based solution. One can get a custom WebRTC solution to have handpicked features in their communication solution.

We offer the best WebRTC solution development services. We can build any type of custom WebRTC solution. To know more about our offered WebRTC services, contact us.

Multi Tenant IP PBX Solution Empowers Businesses

Posted on May 16, 2019 - 5:37 pm by Hiren Pancholi

The IP PBX solution is an alternative of the traditional PSTN based commercial PBX solution. There are many businesses all across the world that use the IP PBX solution.

The multi tenant IP PBX solution is a step ahead in the telecom industry that appreciates the benefits of the IP PBX system. It provides the tenant support to the company, which is not available in the traditional PBX or normal IP PBX solution.

The business can flourish their business with the multi tenant IP PBX solution. The multi tenant IP PBX solution provides a complete system for consolidated communication and collaboration. It provides the base of a centralized and highly controlled environment of communication in the company. The advanced features are available to provide the superior experience to customers and partners and that also in real time.

The business with multiple branches or partners can create subaccounts, called, tenants in the multi tenant IP PBX solution. Each subaccount aka tenant can have similar or different features based on the need and association. Each tenant can take benefit of the IP telephony and the whole range of communication features.

Moreover, the logs of the communication can be logged in the tenant system as well as at the headquarter which can be further used to assure Quality of Service (QoS) and efficient use of resources.

The multi tenant IP PBX solution also provides rich data in the reports and call logs which can be used by the company to identify various crucial performance details.

For example, the reports can be used to identify which partner or branch receives more lead conversion ratio or more customer complaints. Based on the information decisions related to training, sales, etc. can be taken. There are many useful reports available in the multi tenant IP PBX solution which can be used to drive the forces in the right direction.

The multi tenant IP PBX solution also provides a reduction in the expenses. It uses internet protocol for making calls which is way cheaper than the cost of making calls via the traditional telephony system.

It is a software solution which means there is no cost or hassle of installing and maintaining hardware related to telecom system in the company. All these reduce the expenses of the company.

The multi tenant IP PBX solution provides remote access to the communication system as well as all features such as reports. The managers and users of the multi tenant IP PBX software can access it from the office, tradeshow, home or any other location to take care of their operations.

It is a versatile solution and can be used by any company and industry. There are many ways the multi tenant IP PBX software solution benefits businesses. We will be happy to guide you with personalized details and walkthrough of the multi tenant IP PBX software solution. For more details, contact us.

VICIDial vTiger Integration Benefits for Call Centers and Enterprises

Posted on April 25, 2019 - 6:25 am by Hiren Pancholi

Both, VICIDial and vTiger are well known open source solutions. It is largely in use by small to big scale enterprises. VICIDial is a very popular contact center solution that can provide a robust platform to run a small to large scaled customer care center.

On the other hand, vTiger is a powerful customer relationship management solution that can make lead management simpler and accurate. The VICIDial vTiger integration bestows a prevailing tool to a call center, customer care center and a sales department of any enterprise. Let’s unveil the top 3 benefits of vTiger and VICIDial integration:

Fetch and manage all customer data stored in vTiger within VICIdial to SAVE TIME

With our years of hard work we have developed the skills to not only successfully integrate vTiger solution with VICIdial call center software, but we have also made a solution that will allow your agents to fetch a complete record of a customer within the VICIDial window from vTiger record.

Not only this, an agent can edit the information of the customer from VICIDial that will be reflected in the vTIger CRM solution as well. It means all benefits of vTiger CRM can be leveraged within the VICIDial call center software. There will be huge time saving for an agent from switching from one screen to another.

Increase number of calls with click2call and call widget within CRM

Our VoIP developers have developed a call widget and a module that can be used within vTiger to make calls from this open source CRM and use the complete calling widget of VICIDial.

Moreover, the vTiger will get the click-to-call functionality, so agent just needs to click on the number and call will be positioned using the VICIDial widget. The agent will see a call widget in his screen to take relevant actions such as putting a call on hold, transferring it to another agent, adding disposition, so on and so forth.

This increases the number of calls made within an hour compared to manual dialing.

Increased agent productivity

The agent is the warrior of any call center or lead generation center and his/her productivity define the success or failure of the organization.

The VICIDial vTiger integration service will provide a single sign on functionality to your agents that will save a lot of time of an agent from switching through different systems. Also, the agent can provide quick and better services to a customer with a personalized experience.

This will make call wrap up faster with the best customer satisfaction ratio. The flexibility of both solutions within a single system will increase agent productivity up to 600%.

Our VoIP engineers provide CRM call center integration for any open source or custom solutions. Also, we have advanced module for both, VICIDial and vTiger. Let’s discuss more details with a quick chat. Contact us today!

Importance of High Availability Solutions

Posted on March 18, 2019 - 5:03 am by Hiren Pancholi

VoIP business is related to communication and collaboration. Each minute hundreds of calls take place. The success of the VoIP business is pretty much dependent on the availability of the services which rely on up time of the server(s).

Here, the up time means the time during which the service of the VoIP service provider or VoIP solution user stays up and running. For example, the call centers use the call center solution to run calling campaigns. If the call center solution goes down, all campaigns get stopped and it can result in major loss for the call centers.

Likewise in other VoIP solutions and businesses as well the availability of the solutions is really crucial. The VoIP solutions keep functioning if Data, Signaling and web components work well.

The service providers provide robust and secure VoIP solutions, but it is possible that some issues occur such as, hardware failure, network connectivity issue, etc. In such failure, the software stops working and all the operations also stop which result in loss of productive time and resources. This becomes even more serious issue in the industry of VoIP as it is all about real time communication and collaboration.

The solution is: High Availability Solutions

The High Availability (HA) solution is actually a provisioning provided by the expert VoIP developers or the best VoIP company to assure 99.99% uptime of the VoIP solutions. The VoIP developers create redundancy of servers and make required provisioning for load balancing and failover.

They set up a secondary system based on the client’s budget and requirement and configure automated transfer of components (data, web and signaling) on the secondary server. This is really useful as it reduces the occurrences of loss of productivity or revenues by keeping VoIP solutions available all the time.

Even when due to certain circumstances if the VoIP solutions stop working due to failure or increased load on the primary server, the system will be switched to the secondary server. The users / executives / agents face the hiccup for just a minute or two and within no time the whole system will start functioning normally.

This High Availability solution can be provisioned for any VoIP solution with different types of setup. The automation of transfer of operations from one server to another is known as Hot failover handling. This assures that the operations are ongoing even if the system fails and the turnaround time of transferring the calls, data and signals from primary server to secondary server stay minimum possible.

Also, it removes the need of support engineers who need to take certain steps to transfer the operations on the secondary server which can result in longer delay in resuming the normal operations.

We, at Elision, have expertise in provisioning the HA solution for any custom or open source VoIP solutions. We have benefited many companies with our following types of HA solutions:

N+N Redundancy
N+1 Redundancy
1+1 Redundancy

We also provide redundancy of database so in case of database failure the operations can be resumed from the replica of the database without any hiccups. To know more about our High Availability solution, please contact us.

Dialshree: Call Center Solution

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.

IP PBX Solution

IP PBX Solution is also known as VoIP business phone system. This is an advanced communication system which reduces telecommunication cost, yet offer improved communication and collaboration to the business.

Voice Broadcasting Solution

An amazing system to reach the masses in a minute! One can broadcast a voice message by running a voice broadcasting campaign. All the contacts will receive a call and listen to the voice message. It can also collect feedback and other types of input.

IVR System

It is an interactive voice response solution. It can be integrated with a traditional telephony system or any VoIP based solutions. Once the IVR system is integrated, it works as an auto attended and guide the caller to take certain action such as, reaching to the right department or fetching record or paying bills.

Click to Call Solution

It is a general purpose solution which can be used by any business. The click to call solution let you put a button on the website or a landing page. As soon as someone clicks on the button a call gets generated and connected with the customer care or support engineer. This takes advantage of browser telephony. We have WebRTC solution as well as traditional click to call software to offer.

Web Casting Solution

One can own the web casting system to conduct webinars, web meetings, video broadcast, etc. Whether you want to create a marketing material or run a training session for remote staff or students, the web casting solution is a perfect system which comes with a wide array of advanced features.

Web Conferencing Solution

The businesses often need to conduct conference to save time, money and resources otherwise get invested in gathering everyone under one roof to have a conference. The web conferencing solution makes sure everyone can join the conference without moving an inch as well as without downloading or installing any software.

In this journey of more than a decade, we have benefited many customers with our advanced and business centric voice and video solutions. We have developed many other innovative and tailored solutions. These are our top 7 solutions which are in use by hundreds of businesses. To book a free demo and to get more information, contact us.

10 Most Efficient Trends in Enterprise Communication

Posted on December 25, 2018 - 5:54 pm by Hiren Pancholi

Here are the top ten most efficient trends in enterprise communication, read through them and see whether your enterprise is really doing what it needs to in order to adapt to the newer technologies of today:

1. Staying connected all the time

In today’s generation, it is very important to stay connected whenever, wherever we go. This is because changes happen within seconds everywhere. Mobile phones these days have cloud applications which are meant for keeping the working people doing productive things at any place; at any particular time of the day and using whatever device is available. This is the newest norm that is to be on communication all the time.

2. The popularity of the form of connection

As we all know previously voice calls were the only means of communication for enterprises. As technology developed and the world seeped into the generation of web 2.0, newer methods like e messaging, or email, text messaging and even video calls developed.

3. The rage of videos

Videos are largely being used every day on all platforms and its popularity is rising every day. A study showed that more than two hundred million people contacted each other using video calling in the past year. Many senior management executives who are the pros of business usually agree on the fact that video calls are replacing conference calls over the telephone. Video conferences are the new thing right now and as time passes by, it is becoming more popular.

4. Increment on the number of devices connected

As mentioned earlier, nowadays people stay connected 24/7. A new day brings in a new device with even more advanced features. It is often noticed that there were three waves of communication.

In the first wave internet was discovered and used, this added to the newer ways of communicating for the different people. In the second wave search engines like Google and Yahoo, social media and social apps like Facebook, Instagram and Twitter were added. In the third wave, internet integration occurred.

5. The retirement of legacy networks and equipment by 2020

The FCC declared that all analogue transitions were to be changed to the digital circuit. It means the popularity of VoIP solutions will reach the sky.

6. Telecom carriers not to own networks

Communication services like voice, video and instant messaging are these days delivered mostly via public internet by telecom operations using mobile phones or desktop phones connected with the internet.

7. Replacement of high-cost hardware

All companies are selling their expensive hardware contracts and settling for low-cost options like cloud.

8. Web real-time communication (WebRTC)

WebRTC is responsible for creating newer ways of communicating as they offer services like voice calls, video calls and instant messaging. Thus, WebRTC development is going to be a new trending thing in the enterprise communication.

9. New business models

It is seen that companies or organizations that are taking in the newer trends of communication are growing even more and better. These new technologies are helping them grow fresh business models.

10. Embedded analytics and its use

Embedded analytics are slowly changing the ways on how people should manage their telecom.

Communication is the key in all aspects of human life. It plays a very important role in the corporate world as well. Whether one is looking to expand their operations or working their way up to enhance their image in the eyes of their customers, they need to communicate their message in the most efficient manner. The trends mentioned above testify why.

We incorporate latest trends in our offered solutions and services. Contact us to know more.

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