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Effective Tips to Improve Inbound Call Center Solution Benefits

Call center solutions are built to benefit call centers, businesses, and companies. Furthermore, it benefits customers of call centers, businesses, and companies as well. Because of the amazing features it offers, more and more businesses and organizations have started using call center solutions. Thus, there are many companies that have started developing and offering call center solutions. Inbound call center software is used widely. Thus, competition in selling this type of call center software is also high. To make sure your call center solution wins the game, you must build an advanced inbound call center solution. This article shares the top 3 tips that you can follow to improve the performance of the inbound call center solution.

1. Define user profiles

In the call center or company where the call center solution is used, there will be multiple people that use this system. Each user will use different features. Thus, it is necessary to define different user profiles. Based on the nature of the business or call center that will use the call center software, there will be different user profiles. Thus, based on the industry vertical that you want to cater to you need to define user profiles of the users that will use this system. Three common user profiles in the call center are admin, supervisor, and agent. In a single call center, there can be multiple agents and supervisors and a single admin.

2. Map features according to user profiles

As mentioned earlier, there will be different users that will use the call center solution. Each user will have different sets of features and most will not use the same features. For example, agents will not have access to the features available to supervisors or admin. On the other hand, supervisors will not need the features used by agents. Thus, it is necessary to add the features in the call center solution in a way that will not affect the work of other user profiles.

3. Add all traditional to advanced inbound features

In the call center software solution which runs inbound calling campaigns, there should be certain specific features to support inbound call center campaigns. There are some features which have always been in the call center solution such as:

Interactive voice response (IVR) solution

Call queue

Call recording and playback

Reports 

Dashboard

Barge-in

Whisper

3-way conference

Advanced call routing

And more

The advanced call center software solutions also offer some advanced features to the call centers. Here is the list of some of the features:

Least talk time call routing

Multi level IVR

Unlimited call queue

Advanced automated call routing

Live call monitoring

Graphical reports

Automatic call distribution

Sticky agent

Skill based call routing

And more

It is necessary to add all basic features to the inbound call center software. Furthermore, it is vital to add advanced features to it to gain more customers.

These are the top 3 tips for inbound call center software providers to improve its performance to delight and benefit its users.

Are you looking for the best inbound call center solution?

Elision can help you. For more details, visit https://elisiontec.com/products/contact-center-software/

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Why Helpdesk Ticketing Solution Is Important in Support Centers?

Support centers use many tools to take care of the issues and concerns raised by the customers. Call center solutions, PC dialer, IT helpdesk ticketing solutions, and many other systems are used in the support centers to deliver the best customer experience with quick resolution to concerns. The support centers often invest considerably in resources and tools to make sure the infrastructure is up to the mark to take care of the concerns of the client at a rapid rate. In this article, we will talk about the helpdesk ticketing solution.

The helpdesk ticketing system is one of the most important support solutions. It is also known as IT helpdesk ticketing, support ticket, help desk, and many more. 

IT helpdesk ticketing solution has been available in the market for many years, but it has become an inseparable part of the business over the past few months. Let’s learn why it is so important.

1. Give a convenient platform to customers

When there are IT solutions or technical solutions, the companies need to provide free technical support. Often, companies have a call center solution to let customers call in to raise their issues, but it is quite irritating for the customer to stay in the call queue to talk about his issue. Here comes the IT helpdesk ticketing solution in the picture. It lets customers raise concerns or an issue with a single message. He does not need to call the call center. A single email or message can raise an issue so it can be resolved. 

The customers will also get updates from the support center agents about the ongoing activities and the status of the ongoing activities. This helps in keeping customers updated about the ongoing activities.

2. Give a convenient platform to support center agents

When a support center uses the helpdesk ticketing solution, the agents get many useful features that help them focus on their work. For example, with a single email or message from the customer, a support ticket will be created automatically. There will be no engagement of an agent until this stage. Once the ticket is raised, it will be assigned to a support agent and will also get other details such as the priority of the ticket. The agent will only need to focus on resolving the ticket and once resolved the status gets updated. Agents will not need to invest time in discussions; all he does is the core job of resolving tickets.

The IT helpdesk ticketing solution helps customers, agents, and businesses. It helps in saving time for everyone and focuses on the query or concern resolution. It also benefits management as managers can review different tickets to learn about the KPIs to take the required actions.

There are many more reasons which make it one of the most important IT solutions, namely, the IT helpdesk ticketing solution. It streamlines the complete process and also adds proficiency. 

If you are looking for the best helpdesk ticketing solution for your business, please visit https://elisiontec.com/products/help-desk-ticketing/

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Omnichannel Call Center Software Boosts Sales

Call center solutions have revolutionized in the past decade. Omnichannel call center software is the most advanced one at this moment. It is built to benefit diversified industry verticals. Now, the use of this solution is not limited to call centers or contact centers. All companies use an omnichannel call center solution. Its power to improve customer satisfaction is very well known to everyone. However, the benefits of this software are not limited to improving customer satisfaction, but it is also amazing in increasing sales.

In this article, you will learn how an omnichannel call center solution can boost sales in a business.

1. Reach more leads 

An omnichannel call center solution furnishes its users with multiple features. Some of these features are listed below:

Auto dialer

Predictive dialer

Power dialer

Preview dialer

Voice broadcasting

SMS broadcasting

Email blasting

WhatsApp messaging 

And more

By using this software, a business can reach multiple leads in minimum times. In fact, the business can also reach a single lead multiple times to increase the chances of convincing a customer.

2. Personalized conversations

Customers are more likely to get convinced to buy your offerings if you reach them via the right medium of communication and also at the right time. Mobile apps such as TrueCaller reduce the chances of having a first level conversation. However, an omnichannel call center system helps businesses overcome this hurdle. 

An omnichannel solution lets businesses use different modes of communication such as email, SMS, WhatsApp, Facebook, Twitter, etc. to have a first level communication to convey the message. This makes the job of sales reps easier as they can at least have first level communication as well as follow-ups. This helps in increasing the chances of conversions and sales based on your sales pitch.

3. Rich communication

Omnichannel call center solutions let sales executives use multiple communication channels, which support rich media in the conversation, such as live chat, WhatsApp, Facebook, Twitter, Email, etc. This helps in improving communication. This type of communication can help in boosting sales by demonstrating the power of the offerings by using different communication channels. 

For example, a sales representative may send a WhatsApp message to pitch a product. Once the customer responds, he takes a call and also shares videos, diagrams, etc. via the WhatsApp screen sharing feature as per the channel used by the customer for the conversation. After the call, the sales rep can send an email with a brochure and other required information to increase the chances of sales. 

4. Tight follow-ups

In any business, sales follow-ups are extremely important. It would be hardly possible for any prospective customer to buy what you offer in the first call itself. Thus, follow-ups are necessary. If a customer asks an agent to call at a specific time and day of the week, the omnichannel call center software solution will auto schedule the callback for that prospect. If not, agents need to take follow-ups using different communication channels to increase sales.

If used correctly and strategically, an omnichannel call center solution can boost sales amazingly well.

Elision offers the best omnichannel call center solution. To know more about it, visit https://elisiontec.com/products/contact-center-software/

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A Complete Guide to Run an Inbound Call Center Effectively

Call centers can handle both inbound and outbound calls, but in some cases, call centers only handle one-sided calls. Inbound call center only handles inbound aka incoming calls. Each business can achieve the milestones by defining and following an effective strategy and an inbound call center is not at all an exception here. In this article, I will share a stepwise guide to help you build a strategy for inbound call centers, which really works.

1. Know your callers

Handling each call, in the same way, would be a monotonous and ineffective way of handling calls. In a majority of cases, callers would be your existing customers facing some issues or questions and seeking resolutions and answers. However, all customers will not be the same. They might have different traits. For example, some of them use product 1, and the rest use product 2. Some are your premium customers and some are yet other clients. On the other hand, incoming calls can also be from your prospective customers who are more likely to become your customers.

Therefore, knowing your customers and following the below-mentioned tips to devise an effective inbound call center strategy is important:

Document types of customers

Document major issues

Create an FAQ (Frequently Asked Questions) and add an FAQ webpage on the website

Create personalized scripts for each type of caller

2. Create infrastructure to handle callers

The first step will also help you get the answers to the following questions:

What type of call center solution do you need?

What features does your call center software have?

How many agents do you need to have?

What skill-set your agents must hold?

Based on the answers, you need to recruit a team of experts. Moreover, you need to get the best call center solution, which is competitive enough to empower your agents to handle calls quickly and more effectively.

3. Implement a policy to handle incoming calls

Getting the best call center software and the most skilled team is not enough. You need to walk extra miles. Define clear policies and rules to handle incoming calls. For example, when a caller calls at your call center, collect the information if it is not already stored in the call center solution. Based on the collected information, the call needs to be routed to the right agents. For example, premium customers need to be added to the priority queue and routed to the same agents who handle that account using the ‘Sticky Agent’ feature.

4. Monitor KPIs and improve 

Setting up the software, team, and policies is the primary step. To make sure your inbound call center works perfectly, you need to monitor key performance indicators (KPIs). The KPIs can be monitored in the reports section of the call center solution. Based on the evaluation of the KPIs, necessary steps need to be taken such as refining policies, upgrading the call script, etc.

One of the important things you need to have to run an inbound call center is a reliable call center solution with the best features. Elision offers the top inbound contact center software. For more details, visit https://elisiontec.com/products/contact-center-software/

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How to Make Your Call Center Future Proof?

All businesses and industries need to research existing user behavior and flow along with identifying future trends to become future ready. Being future ready means being equipped and prepared with the tools and expert manpower, which is capable of attending to future needs and customer concerns. Of course, predicting 100% of the future is not possible, which the year 2020 has proved really well. However, the major areas can be predicted and some actions can also be taken to be future ready.

In this article, I will share the major tips for call centers to be future ready. These tips are recommendations by the call center industry experts to help call centers to move in the forward direction to be future ready.

1. Multiple communication channels

The era of unified communication started a long back, but now it is moving really fast. People do not wish, but demand to have multiple communication channels. They want to use their preferred communication channel to ask their queries to support their sales decisions and get a resolution of their concerns. Therefore, an omnichannel call center solution is not a luxury. It has become a necessity. Many call centers have already bought an omnichannel contact center solution, but if you have not bought it yet, this is the time. If you think you do not need all communication channels, integrating major ones is necessary to be future proof. For example, call center WhatsApp integration to add WhatsApp as a communication channel is necessary. 

2. Self serving options

This helps both customers and agents. Therefore, it is the demand of both sides. The modern call center solutions offer many automation features to help businesses improve the KPIs without employing more workforce for that.

3. Customer journey centric strategy

The traditional way of handling customers is not enough. Call centers must define a personalized strategy to serve customers and their queries. For example, by using automation features of the contact center software and by keeping your customers informed about various facts, you can reduce concerns and call volume. There are many other actions you can take to cater to your customers to deliver excellent customer service and provide them with straightforward information.

A majority of customers like to be treated as valued customers. Therefore, adopting the solutions to do so is needed to be future ready. Call center CRM integration should be adopted to provide more personalized responses to improve customer satisfaction and happiness.

4. Give emphasis to employee experience

Many businesses have been claiming to follow the “client first” approach. However, to be future proof, companies need to pay equal attention to employee experience and job satisfaction. The requirement of this solution arises because of a lack of manpower with the required experience and expertise. There is a workforce, but there is a scarcity of skilled workforce. 

Are you looking for a future-proof call center solution?

DialShree: call center solution of Elision can help you with its futuristic features. To know more about this call center software, please visit

https://elisiontec.com/products/contact-center-software/

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Top Tips to Increase Sales Using Call Center Solution

Call center software is one of the solutions used widely by businesses nowadays. This solution is often considered an excellent tool to deliver a great customer experience and post-sales or technical support. However, very few people know that a call center solution can be used to increase sales as well. In fact, this solution can be used to run both customer care and sales campaign to double its advantages.

In this article, I will share the top tips for using the call center dialer to increase sales and revenues.

1. Play ads as MOH

Customers calling and seeking customer care and support are often put on hold while they are in a call queue waiting for the agents to attend their calls and give answers to their queries. Likewise, often agents put customers on hold while retrieving information or solution for their concerns of customers. Usually, call centers play music on hold (MOH) while customers or callers are on hold. Instead of playing random music, call centers can play ads for different offerings such as newly launched products or packages, discounts on bulk buying, etc. All of this can help in promoting different offerings and often evoke the interest of many callers or customers on one or another thing.

2. Define a group of customers for cross-selling and upselling

A call center solution offers many features and one of them is detailed reports. A call center software solution offers a wide array of reports and not just a single call detail report. Moreover, it also has a feature of call disposition. Usually, reports are used to measure KPIs (Key Performance Indicators), which is good. However, reports and call dispositions can be used in multiple ways to increase sales along with improving KPIs. 

If supervisors or team leaders invest time in reviewing reports and disposition messages, then they can identify areas of sales opportunities and pitch to customers for cross-selling and upselling. For example, if you are an internet service provider and some customers are complaining about slow speed issues, then you can run an outbound campaign to propose the planned upgrade to them to get better speed. There can be many upselling and cross-selling opportunities if some time gets invested to identify them

3. Run lead generation campaigns

A call center solution comes with some features, which help in running different lead generation campaigns. For example, a call center solution comes with different auto dialers like predictive dialer, preview dialer, power dialer, progressive dialer, auto dialer, etc. Any of these call center dialers, depending on the nature of the lead generation campaign, can be used to reach different leads and give them offers. Some call center solutions offer advanced features like Data Verification, which verifies phone numbers to ensure resources are invested in legitimate data. The call script feature of the contact center software can be used to give a professional call script to the agents, so they can present the offerings more confidently. Other than the auto dialers, voice broadcasting, callback, etc. features can also be used to run effective lead generation campaigns.  

Are you looking for the best call center solution to increase sales?

Elision’s DialShree call center software can help you boost sales and ROI. To know more about this call center solution, please visit

https://elisiontec.com/products/contact-center-software /

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Which Call Center Software Features Simplify Call Center Management?

The use of a call center software solution has increased significantly in the past decade. Along with call centers across the globe, worldwide for-profit and nonprofit organizations have also started using this solution.

Usually, this software is used to handle incoming calls of customers to handle their concerns and resolve them to increase customer satisfaction. On the other hand, this software is also used to run cold calling or warm calling campaigns to increase leads and sales. In a nutshell, the general use of a call center solution is to increase leads, convert them, and provide them with the required support. The contact center software offers various features to handle these operations. To empower the call centers or businesses using this software, the call center dialer also offers multiple features. Some of these features are dedicated to aiding supervisors and helping them ensure campaigns are performing well and agents are working productively.

In this article, I will share some of the major features offered by a majority of call center solutions to benefit the supervisors to simplify call center management.

1.  Agent reports

Different software solutions offer different reports, but each of them will show some reports related to agents. These reports will show various KPIs (Key Performance Indicators) related to agents as well as other information. For example, the reports will show average talk time, average call hold time, average call shrinkage, etc. All of this information can help in judging productivity. This further helps in taking further steps to increase productivity.

2. System monitoring in real time

Contact center solutions nowadays offer live monitoring tools. The call centers can review various information and data in real time such as:

Number of live calls

Number of ready agents

Number of live campaigns

Data related to system usage

And more

This information helps in managing various campaigns and agents for optimal performance and use. On the other hand, this software further helps in monitoring the system and its usage and making the required infrastructural changes to ensure that the system stays up and running and delivers excellent performance.

3. Excellent user management

The modern call center solution offers various features for effective call center management with ease. One of these features is related to user management. The dialer offers different user interfaces to different users of the system. For example, agents will have a different layout than the layouts of the supervisors or admin. This helps in monitoring the working hours and attendance of each employee in the call center or a company using this software. This further helps in better team planning and management.

4. Customer management

If you integrate a CRM solution into the call center software using call center CRM integration, then customer management will be easier and sleek. However, even if you do not invest in integrations, then you can also manage customers as the call center dialers provide fields to store the primary information of clients. It also shows the conclusion of the last call, which further helps in better customer management.  

Are you looking for the best call center software that can help you simplify the management of your call center?

Visit https://elisiontec.com/products/contact-center-software/

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Call Controls in the Call Center Solution

Call center solutions, also known as contact center solutions if loaded with unified communication channels, are one of the most popular tools among businesses. All businesses, giving emphasis to customer care and business expansion, use this software. 

Whether you are using this software and want to explore details about it or if you are looking for a reliable call center solution or you are just interested in call center technology, reading this article will be beneficial. This article is going to share details about the most commonly and majorly used features of a call center software solution, known as call controls.

What is call control?

Once the call of a customer or a caller is connected to the agent, then the agent uses different features to control the call. These features are known as call control features. In a call center solution, there can be multiple call control features. In this article, I will cover major and most commonly used call control features.

Call hold and retrieve

When the agent needs to look for detailed information in his/ her system or needs to fetch the answer, he/she needs to put the call on the hold. When the call is put on hold, the caller or customer can hear the music on hold defined by the admin in the dialer. Once the agent completes his/ her job or if it takes too long, he/ she would retrieve the call and respond to the caller or customer accordingly. The call center software will have buttons to put the call on hold and retrieve it back.

Call mute and un-mute

These 2 features are similar to call hold and retrieve features. When an agent knows, it will not take longer or if there are any technical limitations, the agent does not put the caller or customer on hold. Instead of that, the agent will mute the call for the time being while performing the action and un-mute it to respond to the customer. In this case, when the customer is put on mute, he does not hear anything except silence.

Call transfer

This feature is usually used by the agents when they do not have the required skills to handle the assigned call or when the caller or customer insists on talking to the senior. Generally, the call gets transferred to the supervisor, but in some cases, it also gets transferred to another agent who is more skilled to handle the specific call. A call center solution can have blind call transfer and attended call transfer features. In attended call transfer, the agent informs the supervisor or another agent that he is transferring the call and then transfers it. In blind transfer, he simply transfers the call to the supervisor or another agent.

Call forwarding

Call forwarding is a unique feature available in this software to ensure the incoming calls are always attended in a usual manner. In this case, when someone calls on a predefined number, the call will be forwarded to another number; here another number can be a landline or mobile phone number. This feature is usually used to attend important calls during the holidays and off hours. 

Are you looking for a call center solution?

Visit https://elisiontec.com/products/contact-center-software/ 

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Top Reasons to Invest in an Omnichannel Call Center Solution

Call center solutions are used in multiple businesses along with BPOs, KPOs, and customer care centers. Thus, call center software providers have been coming up with promising features year after year. An omnichannel call center solution has been in the industry for many years, but still, there are many businesses that are wondering whether they should invest in an omnichannel call center software solution or not.

In this article, I will shed more light on this topic to answer your puzzling question.

1. Your customers will use popular communication channels

Sharing a bad customer experience on social media platforms has become a trend. It means that whether you have integrated social media platforms into your contact center solution to provide customer support on social media platforms or not, your customers will keep raising questions there. To tackle this, you may need to hire a social media manager, so he can respond to the customer concerns there.

Likewise, customers will use other communication channels, which they prefer to use, and if you don’t provide customer support there, you are likely to miss out on those customers.

2. Your call queues will be long

If you don’t use an omnichannel call center solution, the only channel you have to deliver customer support or run sales campaigns will be your voice calling channels. This will keep increasing your call queues as customers will not have any other option to reach out. This may increase frustration in both customers and agents.

3. Your expenses may keep increasing

If your call queues keep on increasing, you will need to constantly add more agents and you will need to scale up the capacity of handling parallel calls in your contact center software. This will increase the cost of customer retention and other expenses as well.

4. Your customers may need more visual or written details as a solution

Customer care doesn’t include only answering questions, it may need some sort of product demonstration or written steps. In some cases, agents also need to show invoices, bills, or proposals to customers. The omnichannel contact center solution supports multiple communication channels, which support rich communication such as WhatsApp, social media, chat, email, etc. If you don’t use these communication channels, you may not be able to deliver excellent customer support as your customers might be expecting from you.

5. Your competitors will use omnichannel call center software

There are already many businesses that have adopted an omnichannel call center solution and more and more are joining this group. Even if you don’t acquire an omnichannel contact center solution, your competitors are likely to invest in it. This would increase competitive advantages for your competitor and increase roadblocks to your business success.

Conclusion 

Using an omnichannel call center solution or not is definitely your choice, but we cannot deny the necessity of using this powerful tool in the 21st century. To keep your business competitive and stay successful in business, you should use an omnichannel contact center solution.

Are you looking for the best omnichannel call center software?

Visit https://elisiontec.com/products/dialshree/

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Why Is Omnichannel Call Center Solution Vital in a Collection Agency?

Collection agencies handle one of the crucial jobs in the finance and banking industry. The collection agencies need to make sure the collection of EMI is the highest possible and the number of defaulters is the lowest possible. The main job of collection agents is to contact each customer on time to give the required reminders to pay the due EMI. The collection agency often gives multiple reminders for the EMI, along with taking some other actions. To carry out their tasks, they need multiple tools and one of the most important tools is an omnichannel call center solution.

Some collection agencies still use a call center solution with the traditional features and a single mode of communication, which is voice calling. However, in this technology era, it is necessary to use more advanced features and unified communication channels. Therefore, using an omnichannel call center solution is necessary for collection agencies. 

Let me share the top 3 reasons which prove the worth of using this software in any collection agency.

1. Automate some jobs to save resources for more productive tasks

The omnichannel call center solution will have multiple amazing features to offer for self serving and call center automation. The self serving features can reduce the workload from the agents to answer common questions like what is the due date or how much amount is due? The dialer will answer all common questions as well as it will allow the customers to take the required actions like selecting the payment method and making a payment.

Call center automation is another benefit of using an omnichannel contact center solution in the collection agency. There are some advanced features like WhatsApp broadcasting, SMS broadcasting, voice or call broadcasting, and more. All these features can be used to send reminders without involving agents. This can save manual and other resources like predictive dialer from calling each lead individually to give a reminder of the upcoming due date.

2. Make reminders gentle and automated

In the collection companies, sometimes the agencies need to give more tight follow-ups or need to become firm. For example, when the customer has not paid multiple EMIs, the collection companies need to have more follow-ups. Other than this type of case, the collection agencies can make the follow-up process more flexible and automated by using one of the call center automation features available in the omnichannel solution. This will make the customer experience better as there is a machine asking for the EMIs instead of a human. Agents may put some people in an embarrassing situation and it can be avoided in normal cases. It will also save resources to handle complex cases.

3. Make sure the customer is contacted via all possible modes of communication

The omnichannel call center solution provides access to all communication channels to the collection agencies. Using the unified communication channels, the collection agencies can send multiple reminders and other required messages via different modes of communication. 

There are many more benefits of using an omnichannel call center solution and you must use this software. 

Are you looking for the best call center solution for a collection agency with omnichannel communication support?

Visit https://elisiontec.com/products/dialshree/

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Major Advantages of Using a Call Center Solution India

Call center solutions are in heavy demand nowadays. Therefore, there are many companies all across the globe, which offer this software to global customers. Out of all available options, call center solution India is the best choice.

A call center solution developed in India is often referred to as a call center solution India. This software can be used in any country across the globe. In this article, I will share the major advantages of using this software.

1. Advanced features

As everyone knows, India has a perfect blend of talent and youth. Therefore, in the call center solutions developed by Indian companies, you can find advanced and competitive features. For example, Data Verification is an add-on available in this software developed by Indian developers. This add-on verifies and validates each phone number and email address before commencing a campaign. This helps in saving resources for the call center and dialer. There are many more advanced features and characteristics available in this software. For example, it can work with both SIP and PRI lines.

Nowadays, Indian companies also offer omnichannel call center software, which supports all communication channels.

2. Cost effective

Due to high competition and low dollar rates, the costs of products from India are often inexpensive and flexible. Moreover, companies also offer flexible pricing models to make it even more affordable to buyers. These cost benefits also contribute to the added advantages of buying a call center solution India. 

3. Excellent support

A majority of Indian companies offer round-the-clock support services. The technical support ensures the users of the software do not need to be involved in technical aspects as the VoIP engineers handle everything from the campaign set up to bug fixing, migration, backup, etc. To benefit you further, the support team of your contact center software provider company from India will provide pocket-friendly support packages. Some companies offer free support for three to twelve months after the purchase. 

4. Customization as per the needs

If your needs can be satisfied with the available features, then it would be great. Moreover, some basic changes are made available for free by the VoIP engineers of call center software India provider companies. For example, changing the field of customer or lead shown to the agent during the live will be updated without any additional charges if these fields do not require validation or dynamic value. However, if you need complete customization to meet your business needs, then you will need to pay for that custom development. Similar to the license cost and support packages, the cost of customization will also be affordable. Many foreign companies often do not provide customization due to their business preferences or model. Unlike them, by using a call center solution India, you can get the custom feature or modules.  

Are you looking for a reliable call center solution India?

Elision can help you. The company has installed the best call center software India for leading brands to startup companies across different industry verticals.

Visit

https://www.elisiontec.com/contact-center-solution/

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Top Tips to Choose a Hosted Call Center Solution

Call center software is in use by several companies and enterprises. To support businesses with a limited budget as well as companies that want to minimize the risk factor, call center software provider companies have started offering hosted call center solutions.

Hosted call center software means you pay for the software use and you do not buy it. Therefore, the monthly cost of using it compared to the license cost of a ready-to-buy call center solution is really low. It also reduces the risk factor as you do not invest too much. You are running a business cycle; paying fees yet making a profit. All these factors have increased the popularity of hosted call center solutions. In fact, using it is indeed beneficial for businesses. However, it is necessary to select the right hosted call center solution.

In this article, I will share 4 major tips to help you get the right hosted solution for your business.

1. Take a demo

A majority of businesses use this software as it is cheaper and feature-rich and expecting the same is necessary. To ensure that the software has all the required and other advanced features necessary. For example, even if you do not want to invest in an omnichannel call center solution at the moment, ensuring that the provider has it as part of a hosted solution will work in your favor.

2. Ensure it is hosted on the cloud

Generally, hosted call center solutions are set up in the cloud space only. Still, it is important to cross-check with the vendor. Also, check which cloud hosting platform they are using. This will help in ensuring the uptime of the software along with the quality of SLA (Service Level Agreement).

3. Ensure the ‘Pay as You Go’ model is available

This is one of the best benefits of using a hosted call center solution, but of course, only available if your provider has provisioned for it. As you use this software on a rented basis, you can increase seats and features as per your changing business needs. For example, if you are using only voice calling on normal days, but during the holiday season, you want to get call center WhatsApp integration, then your provider should be able to provide that. Furthermore, you should have the liberty of removing WhatsApp from the available communication channels if you do not need it anymore.

In all these cases, you get billed only for your usage. This and many similar examples define pay as you model. Without a doubt, it can maximize flexibility and ROI both at the same time.

4. Check the technical support contract

Generally, all expenses related to the call center software such as its hosting, maintenance, upgrade, etc. are taken care of by the company offering a hosted solution. Still, to ensure you are not getting charged for this, it is necessary to ask the requisite question and also examine the support contract. Moreover, it is also important to check the support contract because if in the future, you need this service, you know what the expense of it is and what would be covered. 

Are you looking for a hosted call center solution?

Elision offers the best hosted call center software with amazing features. To know more about this software, please visit https://www.elisiontec.com/cloud-call-center-service-saas/ 

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Predictive Dialing Doubles the Call Center Performance

Call center solutions are highly in use by call centers and even by businesses. Therefore, the majority of companies offering this software keep adding new features to benefit businesses and call centers. Out of many advanced features, a predictive dialer is one of the advanced features available in this software. In this article, I will share how this feature benefits call centers to improve overall performance. These benefits are also available to businesses using a call center solution and predictive dialing.

What is predictive dialing?

A predictive dialer is an auto dialer available in the call center software.

This dialer holds the power of predicting how many numbers need to be dialed and how long it will take to connect with a human. 

It further predicts when an agent will finish an ongoing call.

It detects answering machines, voicemails, etc., and disconnects those calls. It only hands over calls to agents, which are connected to the customers or leads.

These are functional features of this feature of call center solution. These features ensure all agents are always busy with calls. 

When a call center uses a predictive dialer for an outbound campaign, this process of calling is called predictive dialing.

How predictive dialing increases the performance of call centers?

As you have understood how predictive dialer works and what predictive dialing is, understanding how it increases performance will be easier. We will see the top 3 ways it contributes to increasing the performance of call centers:

1. Manage the quality of data

Predictive dialer helps increase the quality of data and the quality of services. It automatically dials all leads and also logs them into a call center solution. The managers can review reports to review the quality of data. If a call center does not have or use the data verification feature, then this can be a great way to filter leads, which never respond or always reach an answering machine. This way further performance of predictive dialing can be increased by removing all low-quality or false data. 

2. Remove repetitive jobs

Advanced call center solutions offer advanced predictive dialing features as well. Along with predicting call pick-up time of customer or lead and predicting call hang uptime of agent, it can also do some additional activities. These advanced features and characteristics of predictive dialing can keep agents free from repetitive jobs such as:

Dialing numbers

Scheduling callbacks 

Leaving voicemail notes

And more

3. Increase reach and results

Predictive dialing automates the whole process of dialing lead numbers and filtering them. This increases the reach of the call center. With predictive dialing, call centers can reach more leads in a day to increase the chances of goal conversion. Moreover, as soon as an agent completes an ongoing call, the next call gets transferred to him. This helps in increasing the results. Agents do not sit idle for a moment. They are always involved in productive work, which increases results.

All in all, a predictive dialer increases the performance of a call center as well as any business using it.

Elision offers the best call center software with advanced features, including, a predictive dialer, AI voice analysis, data verification, and many more. To know more, please visit

https://www.elisiontec.com/contact-center-solution/

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VICIDial vTiger Integration Simplified for You

VICIDial is a known open source call center solution and vTiger is a popular open source CRM solution. Both of these solutions can be integrated to provide an even more powerful solution with the single sign-on facility with VICIDial vTiger integration. However, still, there are some call centers and companies that use these two open source solutions as individual and independent solutions. There are many reasons that stop companies from using VICIDial vTiger integration and one of them is lack of information. 

In this article, I will share all the important information related to the integration of the VICIDial call center solution with the vTiger CRM solution and what makes it important for your business. 

What is VICIDial vTiger integration?

It is a process of integrating the VICIDial call center solution into the vTiger CRM software to provide a CRM widget to the vTiger users. Another option allows vTiger CRM popup into the VICIDial call center solution during a live call. 

The main aim of VICIDial vTiger integration is to integrate the vTiger CRM solution and VICIDial call center solution with each other to provide a single sign-on facility. The single sign-on means within a single system either VICIDial or vTiger, you will be able to use the features of both of these solutions. 

Why is VICIDial vTiger integration important?

You might be confused about whether it is worth investing in integrating these two solutions or not. Large-scale call centers and companies often invest in call center CRM integration to benefit from all advantages related to the single sign-on solution offered by the integration process. But, small businesses often find it confusing whether to invest in integrating a call center solution and CRM software solution or not. Let me answer this.

Usually, data in the vTiger CRM system and customer profiles in the VICIDial call center solution will be the same in a company regardless of the company size. The vTiger CRM system will have more detailed information about the customer such as email communication, invoices, etc. This information cannot be stored in the VICIDial call center solution. On the other hand, VICIDial call center software is used for inbound, outbound, and blended calling campaigns. The calling features are not available in the CRM system and the manual calling process would be way too slow. 

The VICIDial vTiger integration makes sure that the major features of both of these solutions are available within a single platform. It means once the integration process is completed, the agents will get the click2call button in the customer record within the vTiger CRM system. By clicking on this button, the agent will be able to use the CRM widget, which will have calling features of the VICIDial call center solution. The VICIDial vTiger integration also provides the CRM popup fetched from the vTiger system within the VICIDial call center solution to the agents during a live call.

All of this helps small businesses along with large enterprises to save a lot of time and other resources while operating two different solutions. There are also some more advantages of using a solution available with VICIDial vTiger integration. All in all, you will get the best system and excellent advantages.

Looking for VICIDial vTiger integration?

Elision can help. For more details, visit https://www.elisiontec.com/vicidial-vtiger-crm-integration/ 

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Call Center WhatsApp Integration and Its Major Advantages

The call center solution can be integrated with WhatsApp. This article shares more details about this integration and how it is beneficial to users.

Call center solutions are pretty much in use by almost all different industry verticals. It is also used by all different types, scaled, and sized businesses. Thus, the industry has become more conscious and dedicated to the growth and development of call center software. The major function of the call center solution is to provide an advanced tool for communication. This tool must reach more people in the minimum possible time and let an agent or employee have a conversation with that person. The conversation can happen for any promotion, for customer care, or for lead nurturing. The call center solution also provides insightful data. All this information helps businesses to improve their communication related to lead generation, lead conversion and lead nurturing.

The VoIP development industry is pretty much in demand and it offers the best call center solution. Some VoIP companies have also started offering some amazing services to their customers that use their call center software. One of the latest offerings available in the call center solution industry is the integration of the call center solution with WhatsApp. As we all know, WhatsApp is pretty much in use by almost everyone. It has replaced SMS communication and people prefer to send and receive a message from and to their WhatsApp. The call center WhatsApp integration integrates the call center software with WhatsApp. Once the integration is done successfully, the agents or employees can use WhatsApp messaging features from their call center software window.

As now you understand the call center WhatsApp integration, this is the time to understand how it benefits its users.

1. Offer preferred communication mode to customers

As mentioned earlier, almost everyone uses WhatsApp for instant messaging and prefers to have a chat rather than a call, the call centers can use this mode of communication. This will increase the satisfaction of customers as they will have their preferred mode of communication.

2. Take benefit of messaging 

Instant messaging and also WhatsApp messaging are really beneficial in many ways. The call center WhatsApp integration allows sending text messages, images as well as files. The call centers can use this app to send important messages, OTP, the conclusion of the call, requested documents, etc. This will keep the records in a more simplified manner. Also, it is easier to search for a conversation on WhatsApp than in the call center solution.

3. Increase productivity

When an agent or employee is on the call, he can attend to only one customer at a time. However, in WhatsApp messaging, he can communicate with multiple people at the same time. He can send responses to multiple people and all these will take place in the call center software window only. All these features will help your agents to increase their performance and productivity.

The call center WhatsApp integration with the call center solution can be really beneficial in multiple ways. This article shared the top 3 ways with you. WhatsApp is the latest mode of communication and you must make use of it.

To know more about call center WhatsApp integration services, visit

https://www.elisiontec.com/call-center-whatsapp-integration/

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Omnichannel Contact Center Solution & Its Major Advantages

In the market, there are multiple types of call center solutions available. The one that has become the talk of the town is an omnichannel contact center solution. In this article, I will share more details about the omnichannel contact center software. Moreover, I will share how this software can benefit you further.

What is an omnichannel contact center software solution?

A call center software solution with advanced features and unified communication channel support is called an omni channel contact center solution. As this software supports omni communication channels, it is popularly known as an omnichannel solution. The omnichannel aka unified communication channels supported by this software are listed below:

Voice calls

Video call

WhatsApp

Facebook, Twitter, and similar social media platforms

SMS

Email 

Instant messaging

What are the advantages of omnichannel contact center software?

There are many benefits of using an omnichannel contact center solution. Let me share some of the major advantages that any business or call center can leverage by using this software.

1. Increase customer delight

The first aim of any business, whether it uses a contact center solution or not, is definitely increasing customer satisfaction and delight. The businesses or call centers, which use a call center solution, must add unified communication channels into their contact center software. This introduces enhanced communication. The customers can contact via their preferred mode of communication. They also don’t need to hang on the line to get the response. They can use WhatsApp, email, SMS, etc. that don’t need the customer to be engaged with the agent only.

2. Enhance responses

The omnichannel contact center software empowers call centers and businesses that use it to deliver more enhanced communication. The voice calls do not support file transfer or similar rich communication formats. However, WhatsApp and email support exchanging files, images, documents, PDFs, etc. When you use an omnichannel contact center software solution, your agents get access to all unified communication channels. This helps in enhancing communication. This also helps in improving customer delight.

3. Boost agent productivity

Increasing agent productivity means increased customer satisfaction, improved customer retention, increased sales, increased revenues, reduced expenses, and increased return on investment. This is the reason many call centers invest so much in getting the best call center solution and providing the right training to agents. The omnichannel contact center software can help in boosting agent productivity. Some communication channels support parallel communication with multiple customers. This can help in increasing agent productivity. 

4. Streamlined operations

Whether you are providing support on some communication channels or not, your customers might be trying to contact you there. For example, customers send SMS to the numbers. They put comments or posts on Facebook or tweet on Twitter about their experiences, especially, negative experiences. If these comments and messages are not addressed, then it is likely to increase negative marketing. Using an omnichannel contact center solution assures that you are listening to your customers on all communication channels and responding to them. This can help you handle customer queries more professionally. Moreover, a single platform is used, so you get logs of all communications. This will streamline all operations.

These are the major benefits of using an omnichannel contact center solution. There are many more advantages that you can experience once you start using it or take a complete demo of this software. Experts recommend using this software for multiple reasons.

Are you looking for a reliable omnichannel contact center solution?

Elision can help you with its best call center solution.

For more details, visit

https://www.elisiontec.com/contact-center-solution/

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How to Maximize ROI Using a Hosted Cloud Contact Center Solution?

Out of available multiple options, one of the options to get a call center solution is hosted call center software. It usually is a proprietary solution. Here, you do not need to pay the license cost. All you pay is the cost to use the software. Therefore, the model, which lets you use a hosted cloud contact center solution, is called SaaS (Software as a Service).

This software is definitely cost effective. Furthermore, if used correctly, it can not only fulfill your needs, but can also maximize your ROI (Returns over Investment).

To help you maximize ROI, read the top 4 tips shared by the experts:

1. Use multiple communication channels

Omnichannel call center software is the most advanced solution available in the market. Implementing it to your business can help you reach more clients as well as let you satisfy existing customers. Hosted cloud contact center solutions can let you get an omnichannel solution without investing too much. In fact, you will also have the flexibility of adding and removing communication channels as per your needs.

2. Use paid support services

Generally, hosted cloud contact center solutions providers include hosting, software maintenance, and technical support within their package. However, some providers let customers host the software on their premises or cloud. Also, the provider lets your team handle maintenance, support, etc. However, it is advisable to use paid services from your provider to take care of backup, maintenance, and technical support. 

The reason is your provider knows the solution better than you, so they can give more quality oriented services. Also, you can save time and money on in-house technical support, which can be invested in customer care, marketing, etc. to increase revenues and ultimately ROI.

3. Scale up and down as per the changing needs

Not all, but some leading hosted cloud contact center solution providers offer this option along with the “Pay as You Go” model. You can increase concurrent seats and upgrade the package to handle the holiday rush or any other spike in traffic and calls. On the other hand, when the traffic is not that high and it is predictable, then you can choose to downgrade the package and reduce the number of seats. It means as per your convenience, your agent seats, features, and software capacity can be scaled up and down. This definitely helps you maximize your ROI.

4. Read the content of your provider

As mentioned earlier, the call center solution you use is not something you might know completely. Your provider is the one who knows it inside out. Furthermore, your provider must be catering to many more customers other than you. Therefore, the knowledge of your provider and his or her team would be super high. Therefore, investing some time in reading its blog posts, articles, newsletters, etc. is necessary and beneficial. It will not only provide you with tips to use the software in a much better way, but it will also help you explore more business use cases of the software and other tips to grow your business. Therefore, follow your provider on social media sites and subscribe to the email newsletter, and explore what they are sharing and suggesting.

Are you looking for a reliable hosted cloud contact center solution?

Elision is one of the best hosted cloud call center solution provider companies. To know more about it, please visit https://www.elisiontec.com/cloud-call-center-service-saas/