Location : Australia
Since : 2017
“TalkUp Received a Feature Rich Cloud Call Center Solution to Offer Business Class Telecommunication Services in Australia”

TalkUp is one of the leading companies that offer telecommunication services in Australia. The company offers high quality and business class services. The company offers client centric services and customer support. For more than seven years, the company offers telecommunication services and with these excellent services, TalkUP has become one of the fastest growing telecommunication companies in Australia.

The company offers a wide array of telecommunication services based on VoIP and SIP solutions. This Australia based company takes pride in offering savings up to 50% to its customers with its innovative and feature rich solutions. Below is the list of SIP based telecommunication services offered by the company:

  • Hosted call center solution
  • Hosted IP PBX services
  • Broadband services
  • Business broadband services

All the services of the company are hosted services based on the SaaS (Software as a Service) model and the company offers its telecommunication services in Australia. The companies and organizations of different sizes can take benefit of significant savings and increased efficiency and productivity by using one or more services offered by the company.

The Challenges Faced By the Company:

This Australian telecommunication company has been catering to its customers for more than 7 years with different SIP based telecommunication services. Earlier the company was using VICIDial to offer call center services. VICIDial is an open source call center software solution and the company had customized it along with the application of white labelling to provide the best possible call center solution to its customers. The company was able to provide quality business centric services to its customers. However, it was facing certain challenges. Below is the list of key roadblocks faced by the company while using the customized version of open source call center software: VICIDial:

  • There were certain limitations in the solution when the company wanted to add additional features to expand service model
  • With the increased load of customers, the solution was consuming more infrastructure to offer better performance
  • Competitive features were missing and difficult to add

The company made a decision to replace this open source call center solution with a better call center software solution. Furthermore, it decided to add some more solutions to increase telecommunication service offerings.

The Solution Provided By Elision Technologies Pvt. Ltd:

The company started looking for a reliable call center solution and a trusted partner that can provide quality VoIP based telecommunication solutions to cater to customers of TalkUp. During its quest, the company contacted Elision Technologies Pvt. Ltd, which was Elision Technolab LLP at that time. The representative of the company discussed the solution they were using along and the roadblocks they were facing with the solutions they were using at that time.

The representatives of the Elision Technologies Pvt. Ltd understood the project and identified the best solution to overcome current challenges as well as offered to provide value added features so TalkUp can gain a competitive edge. The team of Elision Technologies Pvt. Ltd pursued a well defined and professional approach to provide the ultimate solution to TalkUp:

  • At the initial point, a business development manager was assigned to the project and he discussed the project with the representative of TalkUp to jot down initial requirements.
  • The technical head and business development executive had an additional call with the TalkUP representatives to make a formal outline of the solution to be provided.
  • The business development team proposed the complete solution, which included an offering of the proprietary call center software of Elision, called DialShree along with vTiger CRM solution, WebPhone and call center dialer widget.
  • As soon as the formalities were finished, the technical team of Elision performed required customization and development to give the final touch to the offered solutions so a robust and trusted solution can be offered to TalkUp.
  • The quality assurance engineers and testing experts assured the quality of the final product.
  • The deployment team of Elision took care of setting up the whole infrastructure remotely to set up the complete solution to be used for the customers. Also, they took care of the complete migration process to migrate customers and data from the old solution to the new solution.
  • The technical team then provided the final training to the representatives of TalkUp and required technical documentation so the best use of the system can be assured.
Key Features Provided:
Call Center Software:
  • Dashboard
  • Web based access to the system
  • Audio calls
  • Inbound and outbound interactive voice response solution
  • Management of contacts
  • Management of campaigns
  • Management of leads
  • Predictive dialer
  • Manual dialer
  • Call queues
  • Music on hold (MoH)
  • Progressive dialer
  • Power dialer
  • Auto dialer
  • Live agent monitoring
  • Live call view
  • Barge-in
  • Voice call recording and playback
  • Do not Disturb control
  • Voicemail
  • Call transfer
  • Skill based call routing
  • Call snooping
  • Sticky agent
  • ACD (Advanced Call Distribution)
  • Call hold and retrieve
  • Whisper
  • Call back
  • Call scheduler
  • Call routing to the longest idle agent
  • Automatic call distribution
  • 3-way conference
  • Campaign performance report
  • Graphical report
  • Abandoned call statistics
  • SIP trunk management
  • Call intervention
  • Real time call statistics
  • Agent performance report
  • And many more

The VoIP experts of the company also performed required customization to make it a white label call center software solution for TalkUp.

CRM Solution:
  • Dashboard
  • Opportunity management
  • Sales management
  • Purchase order management
  • Campaign management
  • Vendor management
  • Customer management
  • Phone calls
  • Invoice module
  • Calendar
  • Forecast
  • Price book
  • Payment
  • Reports
  • SMS notifications
  • And more

This CRM solution is also offered as a white label CRM system and thus all required customizations were performed by the team of Elision.

WebRTC Web Phone:
  • Web based SIP Softphone which can be accessed via a web browser without any installation
  • Voice calling
  • Call conferencing
  • Internal call transfer
  • External call transfer
  • Call queue
  • Call reports
Call Center Widget:

The team of Elision Technologies Pvt. Ltd performed integration of the call center solution and CRM software to provide a call center CRM widget to the customers of TalkUp. This call center dialer widget offers the following functionalities:

  • During the live call in the call center software, the system will open the CRM popup of the customer on the call. The agent can see the customer record within the call center software, which is fetched from the CRM solution.
  • The agent can make changes in the CRM popup which will be automatically saved in the CRM solution.
  • The agent can push data from the CRM solution to the call center software and vice verse
  • Availability of change logs which will display the detail records related to changes made in specific customer records
Web Phone Call Center Integration:

The team of Elision integrated the WebRTC web phone with the call center software so the agents of TalkUp can use the web phone within the window of the call center software.

Results Obtained:

Elision offered a complete solution with white labelling and customization to provide exactly the same functions as the company needed to run its telecommunication business in Australia. It also took care of required integrations so a competitive solution can be furnished to TalkUp. This offered solution of Elision helped TalkUp to gain multiple benefits. Some of the key advantages leveraged by TalkUp with this solution are listed below:

  • Set up a completely competitive solution with never seen before features to gain a competitive edge as the best telecommunication provider in Australia
  • 100% white label solution to enjoy branding benefits
  • Expanded business offerings to increase revenue channels
  • Assured up to 50% cost savings to the customers
  • Increased customer retention up to 98.23% with value added features and services
  • Increased new customer base with 5x rates
  • 99.99% uptime of the system
  • Extended customer satisfaction up to 89.97%
  • TalkUp expanded business offerings with value added features
  • And more

TalkUP is happy to offer the best telecommunication services with this amazing and complete solution offered by Elision Technologies Pvt. Ltd. TalkUp management is delighted with the offered solution and thus uses support and customization services of Elision till date.

Customer Testimonial:

We were doing well with our earlier system, but we wanted to do the best. Thus, we were looking for a competitive solution. Elision offered us the solution and also provided the required customization and integration to get the most competitive VoIP telecommunication solution. We are happy with its performance as well as prompt services offered by the team Elision. I recommend their service and solution.

Our Experience:

We were happy catering to TalkUp. They were very clear about what they wanted and what they wanted to achieve with that solution. TalkUp is one of those few companies that have a clear vision. The company’s mission was impressive when I heard it for the first time as in that they wanted to save cost up to 50% for their customers. We are happy to offer the solution they were looking for and being their valued partners. They are helping customers save half of the cost which is amazing.