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CLOUD-BASED IVR PROVIDES CONTACT CENTERS A SOLUTION TO ENHANCE CUSTOMER SERVICE

WHAT IS CLOUD IVR?

The term "Cloud IVR" refers to a service platform's availability of IVR features. Companies can take advantage of new, scalable cloud technology with a Cloud-Based IVR Solution. Usually, they are sold on a consumer basis.

Interactive Voice Response (IVR) is an automated system commonly used by contact centers, which respond to incoming calls and then communicate with callers via recorded information gathering. Callers enter their response by using the touch-ton or voice commands of their phone keyboard. The IVR framework then transfers the call to an agent or an automated app by using routing rules.

                        IS CLOUD BASED IVR RIGHT FOR YOUR BUSINESS?

The traditional IVR was planned for the purchasing of an on-site device by cloud contact centers. These devices are attached either to their PBX or ACD or are purchased as an IVR technology separate that can be integrated into non-partisan goods. Early costs and ongoing support and maintenance of local systems might be high, and additional software integration or custom creation may be required for access to advanced features

The development of a cloud-based IVR solution is now much more viable, with SIP (session initiation protocol) call delivery via the virtual link. Contact Center software with Cloud IVR has lower entry costs and can eliminate regular maintenance and update needs and valuable real-estate datacenters. The provider is responsible for maintaining and operating telecoms and servers. The cloud-based IVR provides a 24x7x365 support and monitoring service environment.

A Cloud IVR also helps businesses to quickly change call volumes, improve their seasonal calling capacity, and optimize their financial advantages. Including expertise routing, intuitive tools for menus and routing routes, virtual agents, self-service, payment processing, surveys, and speech analytics, most cloud-based IVR systems also allow for the flexibility to add advanced features. All these tools can help enhance customer service and improve the first call resolution.

These capabilities are very desirable for a wide range of organizations and, in particular, to small companies with minimal budgets but high aspirations-whether outbound IVR or inbound IVR. Cloud services rates depend on how many services you want, the time or line you need, and the number of functions you get.

 IVR USE IN THE CALL CENTER

IVR is often the first contact between the caller and the call center of an organization; thus, through its tone of voice and ease of use, it can affect calling perception. IVR systems allow companies to boost customer travel and maximize the overall interaction between agents. A well-adjusted IVR may provide a variety of benefits for the Call Center on-site or cloud-based.

Although often used as an inbound-centered tool, IVR may also be used as a way to increase productivity and manage constructive customer communications.

Here are some other popular uses of a modern IVR platform for contact centers:

Customer     service: Inbound IVR systems can reduce     wait times for customers and get them to the right person to answer their     questions. They can also help alleviate the need to hire employees to     field questions and route calls.

Payment     processing and collections: IVR     is often used for collections and for automating payment transactions. In     addition to outbound IVR with virtual agent collections calls to provide     personalized information and allow customers to make payments without     speaking with an agent, inbound IVR also supports self-service features     that allow customers to obtain their account information and make     payments.

Marketing     and communication: Outbound IVR can be used for     marketing, such as telling customers about new offers, as well as for     routine communications, such as confirming appointments, notifying them of     status changes, or sending service notifications.

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The Road to a Successfull Call Center Future

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Video Conferencing in the Era of Remote Working

If you live under a rock for the last six months, it is obvious that even after the pandemic has receded, remote work and dispersed teams are here to remain. Although some employees are slowly returning to workplace settings (office or otherwise), it is just on-ramp to the road from anywhere to many. Those permanently hybrid in/off teams need the means and equipment to collaborate and work as efficiently and probably as much as before.

Indeed, Ira Weinstein of the analyst firm Recon Research presented data during his virtual Enterprises Connect 2020 session showing that 89 percent of the IT now use video conferencing to communicate for work more than once a week, up from 48 percent of pre-pandemics.

Videoconference has become an aspect of rigor for work and social life as people hunker down in their homes around the world to prevent the death of coronaviruses. Teams rivals including Google, WeConference, Cisco, FaceBook, and Zoom will provide online video and meetings services.

The COVID-19 pandemic has led to most employees being employed at home and apps such as WeConference, Google Duo and many others have become popular for both official and informal purposes. Many schools and universities have also started online student lessons, but internet access is still a problem.

WeConference and Microsoft lead the way

Although Microsoft and WeConference have achieved a big rise, all Cloud Telephony providers have seen an increase in customers. For several Microsoft teams, the best way is to incorporate them seamlessly into workflows in corporate communications, since this is already included in Office 365. WeConference has proven to be popular for Video Conferencing between friends and family members in addition to its use in the workplace. In the first two months of 2020, the business is expected to have added more customers and maybe even greater the rise in April-May.

With the outbreak of the Covid-19 virus, the usually busy streets, malls, educational institutes – schools, colleges, coaching centers, academies, universities, and Governments across the world are exercising caution due to social distancing or quarantine and looking for efficient audio and video communication tools to continue doing their work official business meetings and studies over video conference.

WeConference offers outstanding video Conferencing services that ensure consistency and the smooth communication of various endpoints. No matter what you want, whether it be an IP or an ISDN, our solution can easily link all parties, be it the network, endpoint unit, geographical position, or form of connectivity you want. WeConference Bridge is designed to connect all systems and almost all video applications based on software.

Incepted and nurtured in India, WeConference offers a homegrown solution that is both technologically sound and extremely secure. The new solution offers robust features such as AI-led transcription, video recording, meeting summaries, and more. Focuses on the utmost security and privacy of users by offering robust safety features including one-time access codes, security PIN, meeting lock, end-to-end encryption, and more. It allows moderators to secure the virtual conference room by using tools like ‘moderator-only access, one-time password and PIN, conference room lock, and user blocking feature.

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What is Video Conferencing – Definition By WeConference.

Video Conferencing is a session of Visual Communication between two or more users in real-time, regardless of their location.

Business companies or organizations need software and hardware PCs, mobile equipment, and browsers for effective video conferencing. The visual conferences are an endpoint (from basic PCs to telepresence systems), a video-conferencing server for video conferencing, a software infrastructure (video editing, content delivery, integration, etc.), and an external device (webcam, microphone, speakerphone, headset). Video conferencing is a new high technology networking method to enhance organizational performance, simplify and accelerate decision-making processes, and reduce travel costs for consumers and corporate employees.

Do you have endless emails and meetings with staff? Enjoy the freedom to work and study at video conferences from anywhere. In one click, start your meeting and cut it in half by sharing screens and videos. Add a personal touch to your WeConference work!

1.   Video Conferencing Benefits

Save your time. You can run video meetings with remote colleagues on the run right from your desktop or meeting room. With a video conferencing solution you don’t waste your time and money on business vacations, cut event management costs, etc.

Easy-to-use.You just need to schedule your video meeting, invite your colleagues, and start video conferencing right away! Your conferencing software will also send you a notification to remind you of your meeting. Additionally, the video conferencing system interface is extremely user-friendly and does not need additional training.

Collaboration tools. For efficient workflow video conferencing system often features different collaboration tools, such as content and screen sharing, slideshow, instant messaging. Collaboration tools allow multiple users to work on a joint project, share their results, and brainstorm ideas.

Real-life impressions. As compared to phone talks, video conferencing is much closer to real-life as it features visual contact. During a video meeting, you can see the user’s emotions and articulation and establish eye contact, which is crucial for social communication and especially business interactions. Additionally, video conferencing systems do not allow users to distract, making it easier to focus on communications as during a real meeting.

Security. Modern video conferencing systems are based on specialized codecs, proprietary protocols and actively using encryption, which is why security risks can only be caused by a human factor.

2.   Video Conferencing Modes

There are two primary video conferencing modes: video calling point by point and video conferencing with multiple locations. POP Video call features video sessions between two users, while video meetings with more than two users are accessible at multiple-point or community video conferences. The multi-point conference mode contains various subtypes depending on your specifications, the number of participants, and active speakers.

Point to Point Video Call

Point to point video calls are recordings that are done concurrently with two participants. Diverse tools such as text message, file transfer, slide show, etc. are offered for both meeting participants.

Symmetric Video Conference

Symmetric Video Conference is a complete duplex video conference involving over two participants who can simultaneously see and listen. Symmetric video conferencing is close to a round-table conversation of equal treatment for all participants. If you want active participation from all speakers, this video conference mode is ideal.  

Video Conferencing for Education

Video conferencing solution for Education or a video lecture is a video session where the speaker (the instructor) can see and hear all the students, while the students can see and hear only the instructor. This way, the students easily focus on the learning process and don’t get distracted by other students, while the instructor is able to monitor them.

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Top 10 Benefits Of Cloud Telephony for Your Business

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Cloud Telephony – Your Business Strategy in COVID-19 Recovery.

A lot has occurred globally, and such events have changed the rule for all companies since the inception of the coronavirus pandemic. To put it simply, companies are slow, but constantly moving from a rebooting of their corporate strategy to the regeneration of themselves in the 'novel economy.' Working and working herself have been reset, an environment has been reset and employer/employee relationships have been re-established.

The reality - Your plan should have been washed from the pandemic. This is how it feels, right? So now will be the time to use the lessons learned during these months to restart your business strategy and develop resilience so that you retain "the new normal." We will continue to integrate the lessons learned as part of our post-pandemic preparation process as we revisit our path from our first response to COVID-19 until today.

More than 100 years have passed since Alexander Graham Bell first invented the telephone. Cloud computing technology sets the tone for our way of communicating in today's digital world. Unified Communications (UC) has now brought different cloud collaboration and communication tools together in the workplace for holistic and intelligent working practices.

Cloud telephony, also called cloud voice, is at the heart of increasing UC strategies. Digital telephony involves providing cloud-based voice communication applications rather than physical hardware like conventional PBX Systems. This means that, in a cloud-oriented way, cloud telephony – like all other Cloud-Based Service – not only will connect with other software or platforms.

Cloud telephony has emerged as an important facilitator for both established companies and start-ups of emerging market trends. It can be considered as a kind of magic solution which crosses service and dimension.

Cloud telephony can be a real advantage for any organization, regardless of the niche. Here are several ways to use this technology.

Smooth Customer Support

Our customers form an important part of any company, but customer calls from many locations can be challenging – they need your managers to fix numerous problems, overtime, missed calls will still be kept, and, worst of all, your managers may need to be stuck in their positions. The ability to receive multiple calls in parallel, record calls to analyze problems, track times and route calls, makes cloud telephony infinitely easy.

Cost-Effective

Compared to the traditional on-site PBX system, using a Cloud Telephony Solution for your small business is much cheaper. Traditional PBX systems at the premises are costly because they require costly hardware to operate.

Unlike cloud telephony, the host company owns and manages all the equipment and saves substantial capital.

Another advantage is that you don't have to employ an IT manager to handle your contact system constantly, saving you extra monthly costs.

3.  Supports Remote Working

Cloud telephony supports today's flexible and remote culture of work and enables employees to make calls from mobile devices themselves. Today, several businesses operate from several locations and it easy to allow employees to work from wherever they are. Customer service can now take place from anywhere, traditionally seen as a feature attached to a desk or a telephone, without losing the quality of your work.

Integrations

Cloud telephony combines with other main business systems, such as CRMs, office suites etc.

With these custom integrations, you can optimize working processes to speed up sales and increase your profits in order to grow your business.

5.  Gives Detailed Call Analytics

For all calls and SMS sent or received, cloud telephony offers reliable information. Using data, organizations may analyze trends related to problems such as call volumes, query resolution times, number of missed calls, etc. This helps directly to improve reaction rates and the quality of reaction.

 Conclusion:-  Adoption of cloud telephony by small businesses and startups is on the rise as it allows them to use premium communication features at a very nominal cost. Thus, saving them lots of money which they can spend on scaling their small businesses and startups.

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How a Virtual Contact Center Solution can Change the way you run your Business.

There are several things in common with any other contact center in a virtual contact center with one big difference: the contact center companies don't have to be housed in one location. Since agents use a virtual contact center solution to connect, they can work wherever they are. In this blog post, you will learn how to use a virtual contact center solution to transform your business for the better.

It doesn't mean that you have to give up quality, just because you give up on a room. A program of a successful virtual contact center gives you with reduced prices, with the same functionality as conventional apps. If you concentrate on mutual customer care or using a predictive dialer to boost sales does not matter, you will get help with the app from a virtual contact centre.

The key benefits of a virtual contact center

24/7 availability and remote work possibility

When you do business abroad, your customers expect you to be available 24/7. B2C customers need constant availability and B2B customers expect sponsored hotlines and customer services to be available where appropriate.

You can easily do this by offering a virtual contact center solution. Since a cloud-based contact center program lets you work from anywhere in the world, in a number of time zones you can have a dedicated customer service or sales support team.

You can also encourage your agents to work from home with cloud-based contact center software, which allows you the ability to reach more agent classes, much like when Manpower replaced their legacy systems on LeadDesk.

Both the teams can also connect to other networks with a successful solution, which makes it easier to access both data available in order to deal with customer cases.

Support for multi-channel clients

Customer service now means more than just opening one telephone line. YOUR customer needs to have the keyword accessible in the particular channel. Multi-channel solutions thus become the standard for providers of virtual call center solutions.

The good solution for the VIC solution makes it effortlessly easy to support you, customers, on any platform with speech, e-mails, chats, SMS and social media integrations. It gives the agents a little peace of mind because they don't have to log in and switch from one channel to another on various portals.

Cost-effective

A virtual contact center solution

also makes sense from a financial perspective, since they are;

Cost-effective, since no initial investments are needed. You will save money by eliminating both physical workstations and equipment.

Easy to start using, since no installment and very little training is needed.

Scalable, so you can manage busy seasonal times efficiently.

Secure, since you can easily grant or deny access accordingly.

Reports are neatly arranged and automatically calculated.

The need to add a new department or more personnel to continue with a cloud-based contact center. Everything you need is a reasonable solution, internet access and a virtual phone collector.

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5 Reasons to Use Video Conferencing for Education

The World of Education is changing. With a decrease in total post-secondary enrollment over these past few years , the proportion of students enrolling in online courses has increased dramatically.

With more and more students moving online for education, educational institutions will find ways of incorporating opportunities for distance learning to their classrooms.

The ability to open new avenues for education is highly versatile and interactive video conferencing devices. Here are just a few reasons for investing in video conferencing for education.

·        Reach new students in remote areas

The educational opportunities of rural students are often limited. Video conference technologies allow students in rural or remote areas to access educational resources otherwise inaccessible without compromising group learning and relationships between students and teachers.

Although remote areas can present challenges for internet access, versatile video conferencing solutions that track video quality and change bandwidth usage on the basis of network conditions can provide training opportunities for even more students.

·        Maintain Interactivity in an Online Learning Environment

In custom, online education was asynchronous and allowed students to complete their training at leisure. Although this gives the students more autonomy, it also takes them away from important opportunities for collaboration which can enable them to learn cement.

Video conferencing apps may help by providing avenues for face to face contact and humanizing the online learning environment. Students can communicate easily with other students and attend lectures in real time, irrespective of where they are located.

·        Easily record lectures for students who are unable to attend live.

Video recording can be a helpful resource if synchronous lectures are not feasible or if students choose to revision a lecture to encourage more comprehension later.

You can choose between capturing individual streams (e.g. instructor streams) or merging them into one canvass(eg: community discussion) using a highly versatile video conference method. This allows you to build your student spectator's most immersive experience. You can determine not only how and where to store your records for future use and require full security control and user experience.

·        Connect with remote educators and guest lecturers

Regional experts and educators can be daunting by an growing global workforce. Throw remote educators and guest lecturers into your classrooms via video conference to help you attract a large pool of talent.

·        Flipped classrooms

Online learning offers incentives for new types of learning. The idea of flipped classrooms is one of the most common solutions to distance learning.

Flipped learning allows students to immediately engage with the content through a pre-scripted online lecture and/or pre-assigned reading. It then leaves room for more student and instructor interaction.

This unique learning approach with the highest rates of interaction can be accomplished through highly versatile video conferencing platforms.

 Finally, the tools for video conferencing will help cut down on facility expenses and improve students' access to courses. This allows more students to register for their courses without adding strain to existing building infrastructure.

The future of education is synchronous distance learning and versatile tools for video conferencing software make it possible. You can turn your classroom and open channels of online research, which you never thought possible, by investing in a powerful video platform.

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What is Cloud Telephony Solution and Who can use?

There is so much buzz about cloud telephony recently. And let me tell you if you are thinking about simplifying your business communication then there is no better option than a cloud telephony solution.

70% of customers still communicate with a business via call rather than any other medium. In this digital economy Phones are still the best way to reach anyone.

So why not communicate easily with cloud telephony?

Here is the time to switch from your old EPBX lines to a Cloud-based Pbx System business communication solution.

What is Cloud Telephony

Cloud telephony is the real solution for you to stop old phone lines and your whole company contact is converted to the cloud.

Known as hosted telephony, it is primarily applied back to telecommunications, switching, and storage systems, which are operated by third parties outside of the company running them, and are accessed through the public Internet and replaced traditional business telephone equipment such as a PBX system, Hosted IVR.

Companies can cut costs with cloud communications services without sacrificing features. 

The COVID-19 pandemic has prompted an rise in customer service demands over the telephone. Sadly, several businesses are faced with challenges – especially now. And our most recent Snapshot Research shows that clients want to speak to an empathic person who can solve their problem easily with personal contact. Telephone numbers are also the number one form in which baby boomers request service.

Despite the demand of the consumer for telephone assistance, many companies are now struggling to provide reliable and high quality services. The COVID-19 pandemic forced some businesses (Contact Center Solutions) to close offshore telephone calls, as there was no network to enable agents to work from home. As a cost-saving measure, other businesses had to reduce telephone service hours. Therefore, several organizations have no solution to allow remote agents to process calls efficiently nor the framework to provide insights into the efficiency of agents.

Who can use Cloud Telephony?

Startup

A call management framework is a concern for startups. And the key problem is the expense of these devices. In addition, a missed call can be a business loss for every new startup.

We will reduce connectivity costs by 80 percent with the aid of cloud telephony.

It gives them the ability to use fewer resources on calls, provided that all calls are registered and stored in a dashboard. Several calls missed and no customers lost.

Small Businesses

Small businesses with old EPBX lines lose a number of customers due to telecom failure. And when the lines start running again, there is no set time.

Robust infrastructure and no fixed line is used for the cloud telephony. Contact with customers is still up and running.

Via cloud telephony, small businesses can boost their customer base by developing a company greeting and using a global brand image.

Through using virtual telephone numbers along with your standard telephone system to give your organization a presence other than in cities and countries you call home

 Big Enterprises

To large businesses, customer service is a huge concern.

Cloud telephony will boost the brands' customer experience, as it has all the routing, routing, Call Center configuration functionality.

Brands can quickly analyze and take action to enhance consumer contact.

We can easily assess the output of an agent on calls with the help of an analytical dashboard.

It is easy to incorporate cloud telephony into CRM, enabling brands to evaluate customer behavior and hold records for potential discussions.

Organizations may turn to a cloud named center and call the facility with a centralized operations center at different locations.

 Government Organizations

Any government contact center is still difficult to access.

Since it doesn't have a certain number and even people are confused about where to call. In government agencies, telecom lines never operate with old infrastructure's courtesy.

To governments as well as individuals, cloud telephony may be a savior.

Such departments can use a clean call management program without heavy investment.

The complaint management process can be simplified by using a virtual number with several extensions.

The respective departments and officials will pass calls.

Cloud telephony may be a government-led revolution

Which Sectors are Already Using It

Finance

Automobile

Education

Tours & Travel

IT industry

Consultancy

Agriculture

Customer Service sector

Heath/Hospital

Hospitality

Entertainment / Media

Advertisement/ Marketing

Government sectors

NGO

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The concept of click-to-call, or click-to-talk, is a form of digital communication in which a person clicks on a button or a text to communicate with a person in real-time. These links can happen through a telephone call, SMS or Voice-over-Internet (VoIP) Protocol. The ties that are commonly found on websites can be used as buttons. But often, click-to-call can be initiated by hyperlinks over emails and videos.

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With the might number of people accessing the internet using a mobile device, a few people may have talked about click to call. But what is it, and why for Cloud Telephony For Startups and local businesses is it so important?

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Customers no longer need to dial or copy your number from your web with click to call buttons, so managers will now see how their callers find their number. To both parties, these buttons are simpler and have a much better user experience.

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If your company is seeking to reduce costs, streamline operations, enhance customer experience, and improve employee productivity, cloud communications solutions address these objectives and many more. 

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If your company is seeking to reduce costs, streamline operations, enhance customer experience, and improve employee productivity, cloud communications solutions address these objectives and many more.

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In order to deal with customer inquiries quickly and efficiently, the functionality of the following system will plan and coordinate with company agents. Collecting customized data on different customers via the Click to Call, Hosted IVR and Telecommunications program will improve customer satisfaction significantly.

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You can access your telephone system and its features remotely via an IVR. You can set up your ISP so that you can call up a selected telephone number and link to your voice mail, join conference calls and even leave other colleagues voicemails. With your personal extension and pin.

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Today more businesses are connecting with customer on-call to provide information, advice, to solve problems, and meet objectives. Put simply, teleconsultation Solutions is for you or your business providing a service on-call to customers, on-demand.