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Cheena Shekhawat - Blog Page 6

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More You Need to Know About CTI

CTI stands for Computer Telephony Integration. it is a type of technology that enables computer and telephone system to interact together.  CTI is most commonly used by call centers handling a large number of incoming calls. 

Call centers implementing CTI can use computers to manage all telephone calls, which in turn leads to increased efficiency and better results.

 Recently, as communication methods have expanded, the casual definition of CTI has also expanded to include other non-telephony contact channels such as e-mail and Web chat. However, technically CTI refers only to telephony integration; rather the term integration of additional channels beyond simple telephony, including e-mail and Web chat is generally referred to as Multi-Channel Integration.

Why CTI Matters

Computer Telephony Integration can bring huge value to your business.

CTI helps companies:

  • Save time and money
  • Become more efficient
  • Produce better results
  • Increase revenue.

In today’s oversaturated marketplace, companies can’t afford to fall behind. Having a CTI could give your organization the competitive advantage it needs to separate itself from the competition, while also utilizing internal resources more effectively.

Your employees will thank you for making their job easier, and in turn, your customers will be thanking you for offering a pleasant, results-driven experience.

The easiest way to manage your business processes is to let your business processes ‘talk’. Cloud Telephony helps you work towards building better user experience, using calls and SMS as the primary touchpoints for most processes.  

At the same time, the ability to track these calls and messages also helps businesses measure the effectiveness of their campaigns and innovate consistently.

To understand how cloud telephony can power the growth of your business, please download our free, detailed ebook.

How can you leverage Computer Telephony Integration products?

  1. Tracking Calls

Through live-call monitoring and call recording, you can track each conversation that takes place in your call center. This helps you get an idea of the quality of conversations your agents are engaging in. This helps you identify pitfalls in the interactions so you are able to provide the right assistance to your agents before their assist your customers.

  1. Number masking

Computer telephony integration providers allow you to mask your numbers to keep it hidden from or other parties that engage in the conversation. This helps you protect the identity of the parties and increase the privacy of your customers.

  1. Package tracking

You can let customers track their package in real-time. This not only gives them the reassurance of timely delivery but also eliminates the need for them to call you continue to get know the status off your shipment.

  1. APIs

Computer telephony integration system consists of APIs that allow you various features that help you enhance your customer interactions. For example, you can use API to make your greeting messages personalized for your customers. The integration is very easy and helps you get to know your customers better.

  1. Upscale your call center

Through CTI software, your call centers are better equipped to handle larger call traffic without adding infrastructure or increase agents. With no set-up costs, you can easily interact with your customers as and when you want, hassle-free.

  1. Missed calls

You can automatically disconnect incoming calls from your customer and run successful missed call marketing campaigns. This facility of computer telephony integration allows you to collect information regarding your customers, notification opt-ins/out, feedback, etc. You can also easily facilitate two-way communication with your customers, instead of continuously bombarding them with information, by making the process more interactive.

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Publish Date: September 24, 2019 7:18 AM

Top Technology Trends to Improve Customer Experience


Today, nearly every customer experience in nearly every industry is driven or supported by ever-more-quickly-evolving digital technology. The landscape is changing so rapidly that customer experiences are already being radically reshaped by technologies that are cutting edge today—but will be main stream tomorrow.

Doing Omni channel the customer’s way

A few years ago, tying together various channels to create one unified customer experience was considered disruptive. Today, it’s a differentiator. Leading brands are offering unified omni channel services that are tailored to customers’ specific needs and preferences.

More specifically, Omni channel contact center solutions include real-time customer data synchronization across channels. A banking customer, for example, could begin filling out an application online and complete it at a bank branch, over the phone, or another channel without starting from the beginning.

Voice assistants are just getting started

Giving users the option of personalizing voice assistants —enabling the assistant to recommend in-network doctors or nearby clinics, for example—will transition assistants from being just a device to an integral tool in people’s lives.

At the same time, the security of emerging voice assistants and active listening technologies are under increasing scrutiny. Demonstrating to customers that brands prioritize data privacy as part of the value delivered through voice interactions will be a critical differentiator in a rapidly growing market.

Supporting an IoT world

In an increasingly IoT world, artificially intelligent devices are beginning to act on behalf of human customers. What happens when the customer is a machine? From cars and refrigerators to smart speakers, more and more devices are acting on behalf of humans.

Greater AI integration

To keep up with demand, companies are doubling down on automation, AI, machine learning, and knowledge tools to help associates increase efficiencies, reduce costs, and improve the customer experience.

Digital Experience Management Platforms

The content management systems of today are light years ahead of early efforts. But they’re falling behind already, as experience leaders to look to next-gen “DX platforms” that manage, deliver, and optimize experiences consistently across all digital touchpoints. Among other things, they coordinate content, customer data and core services, and unify marketing, commerce and service processes.

API Economy

API’s can give your organization the ability to respond more profitably and intelligently to customer interactions, by becoming more responsive, flexible and efficient. They can create new, more personalized and richer experiences, for example sending one customer to video or text chat, and another to a special offer or “help” article in part by making it easier to integrate and connect people, places, data and more, delivering agile, reactive content from legacy and Cloud Telephony systems.

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Publish Date: September 19, 2019 4:45 AM

Future of Lead Management CRM

The evolution of Lead Management CRM will facilitate the aligning of sales and marketing even more closely. In order to thrive in the future landscape of sales, organizations must seek to unify sales, marketing, and operations around common goals and definitions.

Sales enablement, the fusion of sales, marketing, and operations, will share goals and have common messaging and materials to the point where marketing may even have revenue targets. Marketing, sales, and customer service will need to more closely align, says Greenberg. Marketing will primarily be responsible for getting the customers’ attention and providing extensive content. Sales will need to become subject matter experts. Customer service will provide communities that capture information and bring people together.

The future is digital and the future is now, so there is no better time for the need of  MyLead CRM automation like the present. The features of the sales automation perfectly fit the need as it should be more directed towards the broader concept where the data must serve an organization and not otherwise.

It is important for Lead Management CRM to shift to the more focused and human side of selling where more data and algorithms should be working for people.

Artificial Intelligence in Lead Management

Artificial Intelligence automates the whole process of lead generation to a very large extent. Therefore, it is suggested that marketers embrace technology. Artificial Intelligence is taking over every aspect of lead generation – from chatbots to automated customer service – nothing is untouched by it anymore.

At present too, it is responsible to dig out more potential leads than our other marketing methods. Artificial Intelligence is the future of the lead Management process. But how will you incorporate Artificial intelligence in your lead generation strategy?

  • Identifying and Nurturing Leads

Lead nurturing entails engaging the leads, offering them freebies like discount coupons, follow-up and more. Wouldn’t it be wonderful if a huge part of lead nurturing could be done automatically? Well, it isn’t a dream anymore.

Automation in lead nurturing is one of the most obvious changes in the future of the lead management CRM. In fact, its effects have started to make its presence known even now. Once you track all the current leads, you can use artificial bots to send them the best offers they need at the correct time which is extremely important to keep a hold on them.

  • Automated Chat Bots

Chat bots can make the life of many businesses and sales reps extremely easy. The best part is that they can have conversations with many persons at the same time. They offer all the information and answers to frequently asked questions so that your prospects don’t have to wait for a salesperson to come and answer their queries. They make your job as well as your prospects’ job easy.

  • Faster Customer Support

It goes without saying that anything automated will be faster than humans. The same goes for customer support. The future of the lead management process might change this – it’s actually in the process of completely changing this. Automated chat bots can help your customers even when you are not physically available.

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Publish Date: September 16, 2019 5:26 AM

Increase Leads on Your Website: Activate Live Chat Software

Aria Live chat is a medium that allows your business to engage with your website visitors. You can use our live chat software to initiate conversations with first-time website visitors, interact with returning customers, and support your existing users in real-time. It is a modern, continuous, and contextual way to drive more sales, close more deals, and retain customers for the long haul.

Aria Live Chat offers personalized customer experience, better brand interaction, a competitive edge, and a way to feel your customers’ pulse. Implementing live chat solution for your business is beneficial for all customer journeys and across your marketing, sales, and customer support teams.

Aria Live Chat Software is the ultimate sales hack. The reason is simple. It’s the easiest way to bump your website conversions in real-time without split testing. This won’t come as a surprise to many of you who have already tried live chat to increase leads (and save on customer service). But, for most of you, it didn’t work right away.

Customers need instant help. Ease of use and ability to contact agents in seconds makes a great customer service. And not just that! Being able to ask any question at any time greatly increases the chance that customers will buy your products!

Offer real-time assistance to your customers and increase their happiness at the same time. Soon you will notice that your conversion rate skyrockets. Keep in mind that informed and happy customers buy more!

Why do you need live chat software?

Customers need live chat to get quick and convenient answers to their questions on a website. Marketing and sales teams need live chat to collect leads and convert them into customers. Helpdesk teams need live chat to solve customer problems faster, support them better, and engage them better.

Live Chat Support Software is incredibly valuable for online businesses to capture leads, reduce bounce rate, and bring down the number of shopping cart abandonment. Similarly, live chat software can help B2B businesses to launch campaigns based on user behavior, deploy interactive chatbots to engage with them, or offer proactive support.

Aria live chat software boosts customer engagement and gives exceptional customer service to the customers.

  • Live Chat gives real-time assistance to the customers
  • Low marketing budget
  • Create a Personalized, Exceptional Live Chat Service
  • Analyze live chat data

Discounts on Aria Live Chat Software

Get 50% discount on any Live Chat Software plan, annually basis. Best Live Chat Discount offered Ever! The discount is available for a limited period of time and will be applied automatically on checkout.

To know more about our product & services

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Publish Date: September 4, 2019 6:23 AM

Call Center Solution for Ambulance Services

In emergency situations, every second count - whether it concerns an accident, a major health issue or ailment, the first few minutes are critical in saving a life. At this crucial point, emergency phone numbers in India are of utmost importance. We understand that much can be done to save lives in the spur of the moment and endeavor to deliver prompt services with just one call to an emergency contact number in India.

Essentially Ambulance Services have to be an extremely coordinated exercise with a capability to address the large demographical network and quick response time. As soon as the organization gets a call, the Ambulance Services organization have a complex task to collect all necessary patient details, including patient’s location and classify the type of emergency viz: into Medical, Police & / or Fire and then notify the nearest unit / ambulance handling it to reach the patients location at the earliest.

Aria Telecom provides integrated solutions and services to help governments, enterprise hospitals to enhance the quality of Emergency Management services with Ambulance Services. Aria call center solution provides one-stop access to determining emergency location to till reach the victim to the appropriate hospital. Aria provides a quick and integrated response and service to emergencies. Aria brings the expertise to address all kinds of emergencies in the most rural areas to overcrowded urban localities.

The Comprehensive Solution:

For running helplines 104, 102 for ambulance services. We have provided an Aria ACCS Advance (unified communication system), Call Centre Software with basic features:

  • MIS Reports
  • Live Monitoring
  • Recordings
  • Conference up to 5 parties with all recording & mute function-if primary person would be disconnecting, another conference call should not be initiated.
  • Basic IVR
  • Executive Panel
  • Admin Panel
  • Cal info pop up
  • If all executives are busy call should go to IVR with various language-calls Queue
  • Third-party CRM Integration


  • Easy to use
  • Rapid implementation enabling operation of multi-channel Contact Center Solution
  • Fulfillment of inbound, outbound, blended & multimedia contact management requirements
  • Modular, Scalable & Reliable
  • Personalized & effective interaction that gives a worthwhile experience to callers
  • Comprehensive functionality & feature-rich capabilities
  • Maximize Productivity & Improve agent efficiency
  • Minimize Operating Costs
  • Increase profitability by optimizing the efficiency of your people & systems.
  • Enhance user experience across every channel and touchpoint
  • Inbound calls are routed in an efficient and intelligent manner

To know more about our product & services

Call/Whatsapp: +91-9818234511

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Publish Date: August 30, 2019 3:32 AM

Why to Move on Cloud Telephony

Whatever business you’re in, you will have heard of the hosted communications revolution; rather than relying on clunky on-site private branch exchanges (PBX), companies can instead use their internet connection to make and receive voice calls.

Hosted is a form of VoIP (Voice over Internet Protocol) communication, which is cheap, scalable and highly flexible. With your PBX hosted on a remote server, no on-site kit is necessary except for the handsets themselves.

Hosted telephony drives productivity through flexibility

Flexible working patterns are becoming ever more important to employees. Hosted telephony is able to accommodate flexible working, as calls can be routed easily from one number to another and employees can be contacted on the same number whether they’re working from the office, their home, or the car. Hosted phone solutions also provide smart services, which route calls intelligently within a group.

Hosted telephony scales with your business

On-site PBXs can be a pain when it comes to growth and adding new users, a process which often involves engineering time and expense. However, hosted telephony systems can be expanded very, very easily, with the best solutions allowing you to add users yourself from a central admin portal that’s web based, meaning no engineering time incurred and no need to pay for lines you aren’t using. This lets you react quickly to your business’s circumstances, scaling your services accordingly- this is particularly handy for companies who have seasonally related periods of growth.

Manage your expenditure more efficiently

One of the biggest perceived barriers to shifting from on-premise to hosted services is the idea of sunk cost. Having already invested heavily in a PBX, companies understandably want to get their money’s worth before upgrading to a new solution. This is fine until you take into consideration all the additional costs that come with on-site solutions: software upgrades, additional features, adding users, and so on- all of these require engineering time and these extra costs are often more than persuasive enough for companies to let go of their legacy investment and move to a more cost-efficient model. Additionally, companies looking for an entirely new phone system may find the initial expenditure required for an on-premise PBX prohibitive.

Always enjoy the latest software

One of the biggest benefits to a business VoIP phone system is that updates are made automatically in the cloud, so there is no risk of the service becoming outdated, or of your business missing out on new developments in office telephony or the latest features.  The best VoIP providers will ensure updates happen at least twice a year.

Integrate with other applications

Sometimes small things can make a big difference to productivity. Being able to click-to-call from your computer screen, or have a call automatically logged in your CRM system can save employees hours over the course of the month.  Other integrations, with sector-specific software, mobile phones and email platforms—make life easier for everyone.

Making the move to the Cloud

There are many businesses who see the benefits of hosted telephony but find the concept of shifting their entire communications system online daunting.

The move to hosted telephony doesn’t need to be complex, and any provider worth their salt will fully manage the key stages of migration, which should include: defining requirements, defining any improvements, reviewing connectivity, making sure there is a Disaster Recovery plan in place, number porting and any training requirements needed.

With most hosted systems this process is very quick: it can be rolled out in matter of a few working days, depending on the quality of the connectivity in place.

Greater security

When your data is stored in the cloud, it’s held in a dedicated server room with a team of specialised employees who are solely tasked with keeping your information safe and secure.

Disaster recovery

With a hosted VoIP business phone system, your telephony data and settings are backed up by data centers in multiple locations. When properly engineered, the best hosted VoIP providers can reroute traffic or failover to back-up servers and connectivity, keeping communications flowing despite large disruptions.

To know more about our product & services

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Publish Date: August 28, 2019 3:34 AM

Cloud Telephony Solution for Startup

A call center solution provider in India provides call center solutions in India to address and fix the issues of call centers and contact centers. A call center solution provider should have the ability to address call centers as well as cloud-based contact centers.
There are different kinds of call center software and companies to provide call center software solutions in India. The same number of call center software solutions accessible today, here and there it turns out to be difficult for you to make sense of which is correct call focus answer for your business.

How To Choose The Right Cloud-Based Call Center Solutions In India?

When you decide to buy something, you often search on the web or ask people to know whether the product is good or not. But sometimes these things are not enough and you need some good tips to choose the right solutions.
India is one of the fastest-growing economies around the world today. In India there are a lot of opportunities are there for setting up cloud-based call centers. Be that as it may, we will present some basic things that can help call centers choose right cloud-based solutions.

Cloud Based CRM
CRM (customer relationship management) is a real buzzword of today’s business world: everybody is talking about CRM, almost everyone knows that they can significantly benefit from it, yet only few know which solution fits their business model best.

It doesn’t matter if your company employs 10 people or more than 100 people – today you already understand that the new technology called CRM is a tool that is going to help you establish closer connections with your customers, provide professional customer service, sell more and grow your business further.
When it comes to choosing Cloud CRM software, it has to be affordable, it should be able to help you right here, right now; it shouldn’t be complicated; it should target your unique business needs and, it should be accessible day-and-night.

Cloud-based CRM (or cloud CRM) means that a Customer Relationship Management (CRM) software is hosted in the cloud. Cloud based CRM software can be accessed through the Internet, making it easy for all users to access the same information at any time.

Cloud Based IVR
Cloud based IVR system which routes all the customer calls to the right department. It stays available to your customers 24*7 and hence manages all your business calls round the clock. Track and record these calls to maintain a superior customer experience and service. Connect with callers anytime and every time they make a call. Never miss a business call. Calls do not have to stand out like a sore thumb. Integrate customer calls with tools like CRM, ERP, Help-desk software, apps and websites to unify all of your customer information. Our cloud communication solutions support integration with the most popular tools out there.

Cloud IP PBX system
A cloud IP PBX system is based on Cloud Computing technology, where data is stored and transferred over the Internet, rather than on a computer or piece of hardware that an end-user owns. Cloud technology that has been around for many years, but has only more recently become popular for consumer use.
A cloud IP PBX System works by connecting to your IP, or Internet phone, for its internet connection. So, you must have a VoIP or other IP system in place in your office in order to use a cloud PBX. Many VoIP service providers will include their PBX options at little or no extra charge.
You can access your cloud IP PBX System with a personalized account from any device that can run the Cloud PBX’s interface software. This means that you can access your cloud PBX from any Internet-enabled location or device that you have certified for use with your system. Usually, this is just a matter of logging in with a password or security question from that device. The multiple devices communicate with each other through middleware, Cloud IP PBX software that allows your cloud to have several means of access.

Click to call
The definition of click-to-call (which is sometimes called call now, or Call me now or Web call) refers to a type of digital communication in which a person clicks a button or text in order to be connected with another individual in real-time. These connections can occur via phone call, SMS or Voice-over-Internet-Protocol (VoIP). These click-to-call links are commonly found as buttons on websites. But often, click-to-call can be initiated by hyperlinks. Click2Call functionality for your website or mobile app so that you can assist your customers/clients throughout their journey. Our Click2Call Service not only boosts customer experience, but also aids agents to deliver quick solutions to the customer queries.

Bulk SMS
We are among the prominent providers of Bulk SMS Services Provider in India, with the best Bulk SMS tool available for Web and API based for all Industries and domain. We cover all the major  in India to provide you with a reliable and high quality Bulk SMS service, allowing you to expand your business exponentially on a single platform.
The mobile phone has evolved to become the foremost used communication device with the best screen time compared to any other devices. At Bulk SMS Premium, we design enterprise solutions; a perfect means of changing the way companies do business, by expediting information and communication flow of our clients in building global brands.


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Publish Date: August 27, 2019 7:04 AM

Start Your Own Start Up in Just Rs. 25,000

Aria Telecom offering open business opportunities for those who are looking something big magical in their life. We offer multiple opportunities for number of products and services in IT or Telecom domain. We are looking for candidates with good communication skills and qualify in a technical background.  It would require a minimum investment of 1 lac INR only to start your own start up.

Those who have zeal to do business can have franchise opportunity and to start their journey as a entrepreneur. In offered business opportunity any one can earn from 40,000 INR onwards up to unlimited by having software Franchise.

Aria telecom would provide real time training, marketing material, technical support, Business card, product demos and advertisement support. In just minimum investment of 1 lac rupees. You can start your own IT or Telecom start up with business opportunities anywhere.

Established Brand

Stable product

15 years old established company

Strong after sale and pre sales support

Handsome revenue Good ROI

Advertisement Support

Initial & regular training update

Company Registered with various Government program like NSIC, MSME, GEM etc.

CMMI Level III & ISO 9001:20019 Company

The company already have more than 10,000 clients in India & abroad

No Office or running expenses required

Franchise Partner Criteria

  • Fee 25,000/- INR (FLAT 75% Discount) Including Training, Marketing Material etc.
  • Qualification: MBA /Engineering Graduate or Diploma in Electronics or Computer etc.
  • Communication Skill
  • Zeal to do business
  • Sales Skill
  • Partner earning on 1st Time Commission-20%
  • On future Renewal on existing client -10%
  • Expected Monthly Sale 2 Lakh (approximately)
  • Expected Monthly Income 40K
  • Income will increase in future on renewal of existing business & New Business.

Why Invest 25,000 INR?

  • Two days (16 Hours Training )
  • Marketing Material
  • One Year Demo Products Subscriptions
  • Business Cards
  • Business Email

Franchise for Cloud Telephony

Cloud telephony Solution offers advantages to a range of enterprises, regardless of whether they have already adopted a cloud computing program.

 Adopting hosted cloud telephony means all communications infrastructure will be placed in a virtual environment hosted and maintained by a third party – including servers, routing technology, ISDN lines, and SIP Trunk.

Once a provider has been selected, companies then complete a simple agreement outlining the requested service elements, including the number of lines, area codes requested and any additional service requirements. This will generally be supplied under a monthly service plan agreement for a fixed fee.

After the agreement is signed, all the company needs is a router and active Internet connection to make and receive calls. There is no need for additional on-site hardware or upfront engineering or installation costs. This swift deployment time enables great flexibility to increase or downsize the service as required and offers access to a number of extra services including call waiting, forwarding voicemail and addition of SMS or telemarketing services – all without the need for additional licenses.

The advantages of cloud-based telephony communications infrastructure can be split broadly into three segments – reduction of operating costs related to upgrades and maintenance improved service availability and the development of enhanced or new services. The exact use case will depend on the customer, its market position and the industry it operates in.

While traditional fixed networks will continue to be used by many companies, there are a number of additional functionalities which can be derived from moving this infrastructure into the cloud.

The smart cloud telephony solution for your business to stay a step ahead in the competition. All your telephony featured enables with automated services for easier access.

To know more about our product & services

Call/Whatsapp: +91-9818234511

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Publish Date: August 23, 2019 3:09 AM

Cloud IPPBX for StartUp

Cloud PBX is a virtual PBX system rooted on the internet, which automatically answers all calls and routes it to the right department or user extension. Traditionally, PBX systems are housed on-premise. These machines are big and need their own storage room. It also requires significant capital investment, making it out of reach for smaller businesses.

The cloud changed all that. Cloud PBX is hosted in secure, remote data centers and is delivered through the internet. It provides the same call routing and management features of an on-premise PBX without the need for expensive hardware. The Cloud PBX solution is also offered as a service on flexible plans, so smaller businesses can subscribe to it instead of investing heavily on an expensive on-premise system.

The modern business continues growing more competitive. Decisions must be made quickly but never in haste. Efficiency and communication are everything—especially if you’re a small business.

This is the advantage of less. Less overhead, less hierarchy, less administration. It’s not about being bigger, but working smarter. Flex, communicate, scale on demand. Isn’t it time you had a phone system that could do the same?


As a small business, your strength lies in your efficiency, responsiveness, and flexibility. Maximize your unique abilities with a powerful, affordable and scalable IP phone system from Mitel. Also known as Hosted PBX or small business hosted VoIP, our innovative cloud platform allows you to communicate easier and collaborate smarter.

Instantly scale your communication capabilities up or down without touching your infrastructure; add additional lines and extensions without adding cost.

Support voice-, video- and web-based collaboration among staff, customers, vendors and partners—no matter where they are or what type of IP device they’re using.

Cloud IP PBX is a cost effective solution for a business of any size. With Aria Telecom, you are assured of having a state-of-the-art platform, without the incremental expense.

Minimize abandoned calls, voice messages and customer frustration with a system that intuitively knows where every employee is and how to reach them.

  • On-site hardware not necessary
  • Pay nothing for a fast implementation
  • No monthly contracts
  • New features and upgrades are rolled out for free
  • Customer support available 24/7
  • The system can be managed on your own using any smart device
  • Add or repurpose lines as needed

To know more about our product & services

Call/Whatsapp: +91-9818234511

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Publish Date: August 22, 2019 5:17 AM

Dial 100: Contact Center Solution

Dial 100 Project is the largest centralized police control call center for entire various pan India states in India created for maintaining the law and order. It is a toll free number which provides police and fire emergency services.

Dial 100 allows the citizens to avail emergency services such as hospitals, fire-stations etc.. It will help to reduce the number of hoax calls police department gets and provide connectivity to the missing persons and vehicles databases. It also provides customized reporting of call center performances.

Benefits to the Police Department:

  • Helps in round the clock availability, proper dissemination of information, connectivity to mobile PCR vans, immediate response to a call and online link with emergency services
  • The system promotes logical distribution of calls with improved communication links available to the citizens
  • It allows the police department to escalate calls to the PCR van network for ‘crime in progress’ situations

Getting Dial 100 services people to feel safe and make their work easier as they can focus on their work completely. If they feel anything wrong then they have to just dial 100 number from their device. Within the few minutes of dialing call, the help will be provided by the nearest center. 100 I common police emergency number which is provided to help the customers.

Our Omni Channel communication capture Customer Complaints Management Solution with its auto-routing of complaints, helps you handle customer complaints quickly and effectively, to reinforce your brand image. Aria’s single unified Complaint Management based framework creates a secured vault of information and helps deliver complaint status to all stakeholders with standardized templates ,consistently and promptly. There is continuous monitoring of complaint status with complete case visibility and better compliance for a seamless customer experience

Disparate Complaint Gathering: Customer complaints come from a wide variety of sources: phone, email, sales reps, internal employees, and social media. with Email Integration, SMS Integration, Whatsapp Integration, Twitter Integration, Facebook Integration, LinkedIn Integration.

Detached Processes: Customer complaint management is a complex process, requiring an enterprise-wide commitment and a unified approach. Automating your complaint management and resolution procedures with an integrated customer complaint management software tool such as can help you standardize these processes and correct problems expeditiously.


  • Easy to use
  • Modular, Scalable & Reliable
  • Personalized & effective interaction that gives a worthwhile experience to callers
  • Comprehensive functionality & feature rich capabilities
  • Rapid implementation enabling operation of multi-channel Contact Centers
  • Fulfillment of inbound, outbound, blended & multimedia contact management requirements
  • Maximize Productivity & Improve agent efficiency
  • Minimize Operating Costs
  • Increase profitability by optimizing efficiency of your people & systems.
  • Enhance user experience across every channel and touch point
  • Inbound calls are routed in efficient and intelligent manner.

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Publish Date: August 6, 2019 5:12 AM

Integration in Omni Channel

Whatsapp Integration

In order to ensure a high-quality experience for businesses and users, Whatsapp is in a limited public preview. Whatsapp Business Integration supports a subset of the features provided by the Whatsapp applications clients already know from Android, iOS, Web and other platforms, including end-to-end encryption.

The difference is that this application is deployed on a server, and the client can use our API to programmatically send and receive messages and integrate this workflow with their own systems (CRMs, customer care, etc.).

SMS Integration

Aria SMS integration provides the option to add SMS text messaging in Omni Channel Communication System. Depending upon the nature of your business it may also be possible to deliver the product or service itself via SMS. SMS integration in Omni Channel Communication offers a cost effective means of contacting your customers and provides the ability to personalize each message based upon your requirements. SMS APIs allow you to send bulk SMS offers, trigger transactional updates and OTPs, receive inbound SMS, pull reports, and manage contacts & more. Our intelligent SMS gateway routing assures best-in-class delivery.

Social Media Integration

Social media Integration should be an integral part of an Omni-channel Communication marketing strategy. The more you can integrate between different channels, in a seamless way, the better – both for your business and for your customer. Social media integration is when software handles your all social media accounts like Facebook, LinkedIn, twitter, instagram etc. under one platform and allows you to post same post to all the social media accounts in one go or you can schedule it when you want the post to go.

Web Portal Integration

Integrating a portal in Omni channel communication system that allows you to maintain a consistent look and feel throughout your digital environment doesn’t have to be difficult. Aria provides multiple options to set up your portal by web portal integration whichever way best suits both your existing architecture and your end-users. You can make use of a separate login page for your users to go to, or you can fully integrate the login to your existing webpage with no loss in form or functionality. Either route you choose can be customized and branded completely to match the look and feel of your site.

Mobile App Integration

Today, mobile app integration provides you with innovative ways to work effectively and gives you the option of utilizing your complete infrastructure behind your applications in Omni Channel Communication. Thus, you can have a robust and convenient service framework and easy to use user interface.

Mobile app integration helps in giving employees and users a good experience. You want to connect to multiple applications or data sources, and then combine the data, sending the results to your mobile application.

CRM integration

A CRM’s primary purpose is to organize, track, and manage all of your customer information, activities, and conversations. This helps your sales, marketing, and customer service teams better understand your customers. It also ensures you are delivering the right message at the right time. CRM systems are valuable assets for businesses across various industries. These systems hold customer data that can enable teams from marketing and customer service to sales and operations to better understand their customers how those customers interact with the business.

IVRS Integration

The IVR integration in Omni channel communication system allows pre-recording of greetings and menu options that a caller can select using his telephone keypad. More advanced IVR systems include speech-recognition software that allows a caller to communicate with a computer using simple voice commands. Speech recognition software has become sophisticated enough to understand names and long strings of numbers.

CTI Integration

Computer telephony integration, also called computer–telephone integration or CTI, is a common name for any technology that allows interactions on a telephone and a computer to be integrated or coordinated. The term is predominantly used to describe desktop based interaction for helping users be more efficient, though it can also refer to server-based functionality such as automatic call routing. Omni-channel is a solution that integrates communication channels, like cases, chat and voice.

Live Chat Integration

Live chat in Omni channel communication system is powered by Live Chat Integration, which control the behaviors and settings that are available to Live Chat users. Similarly, Omni-Channel uses Presence Configurations to control the behaviors and settings that are available to Omni-Channel users. You can integrate Live Chat with Omni-Channel so chats are routed just like other work items, and you can even use Omni-Channel routing for your chats. Whichever way you use Omni-Channel with Live Chat, your Chats are then able to accept or reject chat requests right from the Omni-Channel widget.

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Publish Date: August 1, 2019 5:04 AM

Trend and Future of Omni Channel Communication System

As we stand on the cusp of a new year, and we think back on the year that is gone, we realize that the predicted future of Omni Channel Communication and retail apocalypse never came. While 2017 was all about the e-commerce boom in India, I strongly feel 2019 will be the year when brick-and-mortar emerges victorious, for after all, while Internet may have penetrated the heart of India, the hearts of Indians (and their trust) still lies with the physical retailer. So, we foresee a union of offline and online in 2019.

There will be no such thing as online vs offline experience. There will be a single touch point, focusing on the consumer. Offline stores will become extensions of online businesses and vice versa, with traditional retailers tying up with bigger, horizontal players to extend their brand reach.

The Age of Technology

And then come the biggest disrupter of them all for the year 2017 – consumer data and technology. These disruptions took retail towards a new phase of growth where consumer experience was the focal concern for all retailers and brands. The use of smartphones, apps, web, and social media led to a boost in Omni channel communication retail and as a result, brands increased spend on digital marketing.

When we reflect back at retail in 2017, we see that a large part of the sector was dominated by new and exciting technologies like Virtual Reality, and Artificial Intelligence, and with good reason. The rise of AI will allow retailers to run targeted campaigns and market their products a lot more effectively using data analytics.

Why Omni Channel Communication rules multichannel?

With the onslaught of new technology and new marketing strategies comes a wave of terminology with which marketers need to become acquainted – and quickly. The reality is that today’s consumer has a different set of expectations – he expects superlative experiences spread over a gamut of seamlessly integrated channels.

Two definitions that are becoming more and more important in today’s digital age are multi-channel marketing and omni channel marketing. This is the new battleground for experience and the winning or losing of loyalty. It's called omni channel and the direction brands should be heading if they want to succeed in this rapidly evolving, increasingly digitized customer-centric marketplace. All businesses communicate with their customers – they pull out all the stops and do whatever it is that they can to sell their products or services. What ends up happening is that customers get a ton of messages about irrelevant products and services that they are quite happy to do without. To make matters worse, they automate these processes!

Businesses should start thinking of all its channels as under one umbrella – and not as separate entities. When everything is connected – the marketing strategy covers all channels from one point. They are all not individual channels with separate strategies – but one strategy covers all channels. Then multi-channel becomes Omni channel – and customers can hop from one channel to another, pick up where they left off and not feel like they have switched touch points. It doesn’t work to create strategies for various touch points – on the other hand, Omni channel works when you cover all touch points under one strategic plan.

Why there is a need for Omni Channel?

Today customers want to have complete control over their buying decisions. They want to purchase products whenever they want, wherever they want, that too with their own methods that suit best to them. Omni Channel retailing helps businesses in enabling this seamless experience for its customers.

Omni Channel retail is a modern approach to commerce that focuses on designing a cohesive user experience for customers at every touch point. This differs from a traditional approach, where individual channels were optimized without necessarily taking the whole experience in mind.

Omni-channel picks up where multichannel falls short

  • Serve the Customers where they are – In order to build a sustainable business, you need to serve the customer better wherever they are to build loyalty and have better conversion rates.
  • Gaining more customer insights – the unified system of Omni Channel customer engagement makes it a lot easier to assemble all the data in one place and generate actionable insights from them.
  • Engage with the customer in real-time – The unified system helps you keep a higher conversion rate by engaging with the customers on multiple channels in real time. One such application would be the use case of Close the Sale, where the sales associate can look at the availability of an item at all the stores of the business and book the product then and there for the customer.

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Publish Date: July 30, 2019 3:01 AM

Promote Your Business with Bulk SMS Marketing Service

We are among the prominent providers of Bulk SMS Services Provider in India, with the best Bulk SMS tool available for Web and API based for all Industries and domain. We cover all the major in India to provide you with a reliable and high quality Bulk SMS service, allowing you to expand your business exponentially on a single platform.

The mobile phone has evolved to become the foremost used communication device with the best screen time compared to any other devices. At Bulk SMS Premium, we design enterprise solutions; a perfect means of changing the way companies do business, by expediting information and communication flow of our clients in building global brands.

Transactional SMS

Transactional Route of SMS sending is just used for sending transactional SMS such as bank alerts and OTPs to registered users. You will have your own 6 character Sender ID (Ex: AM-JABONG) to send messages. You just need to create an account contact Globel SMS to configure it; you are not required to pay any setup cost for it.

Transactional SMS can be assigned a 6-alpha character Sender ID of your choice. It should correspond with your business or product name.

Promotional SMS

The Promotional SMS Service is for Businesses who want to send offers and promotions to their existing and new customers. It is configured by default for all new accounts. The SMS are sent to opt-in and DND numbers only anytime between 9 am and 9 pm only. You can start your free trial anytime.

Promotional Bulk SMS will be delivered with a random 6-digit Sender ID assigned by the telecom operator.


Communicate in Multiple languages - Connect with your customers better by sending messages across the globe in their preferred language through Unicode messages and send.

Delivery Reports & Analytics - Receive reports real-time about message status applying filters status wise. Graphical Analytics allows you to view the number of messages sent, delivered on an hourly, daily, weekly, monthly etc. basis.

Customized Messaging - Communicate with your customers on a personal level and deliver effective messages. Customized messages enables you to send messages by mentioning custom fields like customer name, mobile number, message template etc. easily.

Multiple Sender IDs - Create and manage multiple sender IDs with our user-friendly web portal. Improve brand awareness and promote your brand with sender ID that your customer is familiar with.

To know more about our product & services

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Publish Date: July 25, 2019 4:53 AM

Benefits of GSM Gateway

GSM Gateway is the equipment that route landline calls to mobile phone within the GSM network. It eases the business communication process for business, especially for the managers and high officials who require staying connected all the time.

This equipment is often referred as GSM VoIP Gateway or GSM device. Not only GSM network but it can also route calls within IP, Digital, and Analog networks. GSM gateways often come with VoIP communication device and solution depending on the manufacturer. In this article, we will explore the benefits of GSM gateways and its uses.

Use a VoIP Gateway for least cost routing:

A VoIP system optimized for least cost routing will direct specific calls to the provider that will charge the least amount per minute for that particular call. In its simplest form, a least cost routing system will route local calls to a local PSTN connection and international calls to a SIP trunk.

A more complex least cost routing scenario could include multiple company branches with both PSTN and GSM gateway technologies. For example, calls to service areas near a company branch are directed through a gateway at that specific branch. If the call is to a mobile number, it is routed through a GSM gateway installed at that branch. If there isn't a local branch at the call destination location, it is routed through a SIP trunk.

Use a VoIP Gateway as a backup solution for a SIP Trunk:

While it is true that a broadband connection today is far more reliable than it was five years ago, it can still have a few hiccups. When installing a telephone system at a location that needs to maintain its ability to make and receive phone calls at all times it would be worthwhile to keep a PSTN connection handy, just in case.

Use a VoIP Gateway as a backup solution to fully hosted IPBX:

Fully Hosted IP PBX systems are a growing trend among business today. They offer a full telecommunication system without the hassle of purchasing and managing additional hardware, beyond the telephones themselves. The primary downside to such systems is that if for any reason you lose your connection to the hosted IP PBX, you lose your ability to make both internal and external calls. It is possible to create a backup "Survival PBX" using a single gateway, allowing the individual office to continue making and receiving both internal and external calls until the connection with the IP PBX is reestablished.

Use a VoIP Gateway to lower the burden on your IP PBX server:

You may be in a position in which you want to install your VoIP IP PBX on an old computer lying around the office. While this may work now, in time the codec translation services can begin to tax the computer's processor.  It is possible to use a VoIP gateway to handle all codec translation to take this particular burden from the server processor allowing it to focus on other functions.


Easy implementation:

Installing and implementing the new device is easier than any other telecom device. It comes with easy configuration system that smoothly gels into organization’s existing IT & telecom system. No external device or any other technical hacks are required to install GSM gateway. It connects easily within the network and starts routing calls instantly after setup.

Increase productivity:

Its unique feature of routing landline calls to the mobile network increases any organization’s productivity. In this way, the officials and managers stay connected to the communication system on the go. It makes impossible for them to miss out on any calls from office or customers. GSM gateway works like a bridge between customers and organizations.

Amazing portability:

The best thing about this device it requires only to get installed in the office and thereafter it connects calls between landline and mobile. Once installed, it does not require carry any device along on the go. It routes calls through the network so one just need have their mobile phones with them to attend calls.

Enhances communication:

In B2B communication, missing out calls not only effect the business but also affect time & cost uses. Making a re0call to clients not only consume more time but also requires extra cost. But with GSM Gateway, no officials ever miss a call which not only reduces the communication cost but also enhances productivity.  

GSM gateway, being a telecom device, not only eases the communication process but also enhances business productivity. It depends on you to buy the right device from a trusted manufacturer.


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Publish Date: July 18, 2019 5:20 AM

Benefits of Cloud Based Dialer

Cloud dialers help create a continuous calling process by ensuring close to zero wait time between calls. A new number from the company database is dialed as soon as the previous call ends, which allows agents to utilize every second of their daily working hours and connect to the next person as soon as possible, with the least amount of downtime involved.

In this article, we shall briefly discuss a few benefits of cloud hosted predictive dialers.

  1. Improved Agent Efficiency

Cloud based dialers can improve an agent’s efficiency and work productivity level through a couple of innovative features.

First, they’re able to free up an agents time by going through the telephone database and manually dialing customer’s telephone numbers on behalf of the call agent.

Secondly, there can perform call blending, a process which allows a call agent work to use both inbound and outbound channels with the assistance of an Automated Call Distribution System (ACD) for maximum efficiency.

Both of these innovative features make call agents spend less time as they switch effortlessly between inbound and outbound calling channels depending on the current call workflow.

  1. CRM and Lead Management Software Integration

There a couple of predictive dialers out there in the market, able to integrate into a call centers lead management software and access a customer’s history, sales and lead data.

The predictive dialer software solution is then able to filter out fax lines, ‘do not call’ numbers, answering machines and even determine the best prime call times.

It sends its output results directly into the call center’s CRM platform for stronger lead management. These data can later be utilized by the call center to come up with better sales and marketing practices.

  1. Increased Sales

We can all agree that being connected to the right customers is crucial in the making of a successful sale. That’s where a predictive dialer comes in.

Its innovative features such as call logging, call recording and a couple of other automated processes save call agents time by connecting them directly to customers who are most likely to make a purchase.

  1. Better Customer Service

Since predictive dialers are intelligent systems, they’re able to place calls at convenient times as opposed to regular telemarketing calls that are placed at own odd hours which are a nuisance to potential customers.  These features of predictive dialers can drive customer satisfaction up and increase customer loyalty.

  1. Reduced Operational Costs

The deployment of predictive dialers in a call center environment enables call centers to employ fewer call agents as only a few call agents will be required to handle calls. This reduces the operational costs of call centers.

  1. Accumulates Critical Customer Data

Big data is the new buzzword and companies who’re able to harness and utilize customer data effectively will always be one step ahead of the rest.

Predictive dialing solutions accumulate a lot of customer data during their workflows which they use complex algorithms to optimize their process. The call centers can then utilize the data for their other work processes.

  1. Cloud Backup

Cloud technologies are among the safest and the ability to access any data hosted on the cloud anytime and anywhere is truly a game changer for cloud predictive dialers.

Cloud predictive dialers enable call centers to access their customers’ calling information from any anywhere in the event of natural calamities or disasters on a particular call center.

  1. Time Zones

Call centers that operate in different time zones spread across different countries. This requires a calling center solution that can determine the best and optimal calling times in regards to the various time zones of their target audience.

  1. Scalability

A predictive dialer hosted on the cloud is extremely easy to scale upwards and downwards depending on the needs of the call centers. Since the system is hosted on the cloud, the new changes take place immediately and any problems arising can be dealt with promptly.


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Publish Date: July 15, 2019 6:08 AM

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