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Cheena Shekhawat - ContactCenterWorld.com Blog Page 7

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Benefits of Cloud IP PBX

The Cloud IP PBX Solution – also known as hosted VoIP or hosted IP PBX – brings the PBX into the modern digital age. All the features provided by a traditional PBX system are offered as a service through the Internet by a third-party vendor.

It is pretty similar to how a company may use hosted email or cloud backup/storage services from external providers. The risks, costs and maintenance associated with the enterprise phone system are assumed by the vendor rather than the client organization.

Benefits of Cloud IP PBX

Low-Cost and Advanced Features

The biggest selling points of hosted PBX are low-cost and availability of advanced features. While these are not the only benefits, they are most often advertised prominently by vendors hoping to attract new clients. Since PBX features are provided as a service, there is no equipment for the purchase, install or maintain. In fact, even the phones or handsets used by employees can be leased or rented which means there is little to no capital investment required. This is a boon for small businesses that cannot afford to spend thousands of dollars and even larger companies that need to cut operating costs.

 Flexibility

Cloud IP PBX systems benefit businesses with access to the latest voice features without any hardware updates. Whether your business is growing or downsizing, a cloud service will provide the flexibility the business needs today and also for future growth.

Scalability

It is the aim of any business to scale. So should their phone system. For anyone who has had to expand or move an on-premise phone system, they will surely know the degree of difficulty involved. Lots of equipment, lots of man-power and lots of careful moving, of large hardware. A phone system in the cloud is easily and quickly organized. The only shifting required is of handsets or cables, without any extra burden on your business IT department.

Save Money

Traditional IP PBX systems were expensive. Installation was labor-intensive and involved the placement of physical wires throughout an organization. This is eliminated with hosted PBX phone systems, and with many systems, the only up-front capital expenditure is for the actual phones employees will use. With traditional PBX, companies had to estimate usage long term and ensure enough lines were installed to accommodate growth, which meant paying for lines (and maintenance on them) that went unused. With Cloud-based  IP PBX, setup and programming costs are far less, and companies only pay for the lines they need at the time.

To know more about our product & services

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Publish Date: July 11, 2019 4:37 AM


Benefits of Cloud Based IVRS

Interactive voice response system has come a long way from the complex, legacy ecosystem they once were. Companies no longer need to resign themselves to maintaining stale IVR call flows well past their expiration date, subjecting customers to inefficient and frustrating experiences. Today’s innovative organizations are building IVR systems with flexible, cloud-based APIs and using their IVRs to connect with customers in meaningful new ways.

These businesses are discovering that IVR is much more than just a dial-and-wait service. Across organizations—from marketing to sales to service and support—companies are using this technology to interact with customers 24/7.

As the needs of customers evolve, businesses also need to evolve. Customers increasingly expect exceptional customer experiences from the businesses they interact with, whether it’s a retail store, an online travel site, or a financial institution. Today’s successful companies stand out based on the customer experience they deliver. They’re shifting their communications infrastructure to stay relevant and service the ever-evolving needs of their clients.

  1. Reduce: Decrease spam call rates.

When your agents are busy serving customers, spam calls are more than a nuisance; they clog phone lines and waste business time and resources. Your IVR is like a bouncer in a nightclub, tossing out the spam and letting only the quality calls proceed.

  1. Deflect: Turn calls into texts.

Agents can typically handle more than one text interaction concurrently, which means call deflection decreases costly voice communications by reducing the cost per contact. Your Cloud IVR can also deflect to an automated, self-service option, further reducing costs and allowing users to quickly resolve their queries.

  1. Automate: Scale your capacity.

IVRs simplify customer support by automating many customer activities such as payment collection, balance inquiries, and simple requests. Customers with more complex needs or high-value issues requiring a human touch can be routed to the best agent, streamlining the process for everyone. For businesses, automation decreases the burden placed on customer service staff and can reduce the total number of staff hours needed to attend to customer needs.

  1. Context: Have rich conversations with customers.

Infusing your Cloud Based IVR with real-time contextual analytics lets you capture and leverage customer information and route it to agents to deliver a personalized “wow” experience. The more an agent knows about who the customer is, what they’re looking for, and what conversations they’ve already had, the easier it is to provide better, faster service.

  1. Efficiency: Reduce call handling times.

‘Handling time’ for your agents is a measurement that includes talk time, hold time, and wrap up time. From the vantage point of your customers, ‘experience time’ is the total time your customer spends on the call including ring time, time in your IVR, time on hold, and time talking to an agent. With an efficient IVR, both agents and customers can achieve more in less time.

  1. Qualification: Increase the number of qualified leads.

In addition to being a tool for inbound communications, a Cloud Based IVR can also automate the process of reaching out to prospective clients. Perhaps you want to generate leads for a new loan offering or credit card. An outbound IVR can pre-qualify interest and support lead conversion, connecting qualified leads to a live agent. By enabling sales to pick up where the conversation left off, your agents can focus on what they are good at selling.

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Publish Date: July 9, 2019 2:42 AM


Benefits of Cloud Based Contact Center Solutions

As small businesses change and grow, the ability to quickly scale up — or down — becomes a necessity. Adding new employees, for example, requires the company to adapt its phone system to accommodate the need for more lines.

That is harder to accomplish using traditional on-premise telephony systems due to higher setup and maintenance costs, the need for hardware on-site and reliance on IT support. A Cloud Based Contact Center Solution, on the other hand, would enable small businesses to manage communication services in a less costly, more streamlined and agile manner.

Benefits of a Cloud-Based Contact Center

  1. Fully-Integrated Communications System

Integrating a company’s communications with its everyday applications for business processes and workflows helps increase efficiency.

Business tools that operate in the cloud are easy to deploy, enabling employees to stay connected whether they are in the office or on the go. In this way, the cloud provides a consistent business presence and helps to increase productivity with seamless access to CRM tools, email, instant messaging, voice and videoconferencing.

  1. Control over Modes of Communication

A cloud-operated system puts businesses in the driver’s seat, allowing them to pick and choose what features they need, with access to turn them on or off easily. Also, cloud solutions give employees anytime, anywhere access via a smartphone, desk phone or softphone to all their calling features. Even better, they can have real-time access to their critical business software.

  1. Top Line Business Features

A cloud-based phone system would give small businesses access to the types of network applications that one would typically find at larger corporations. These include features such as a Virtual Assistant, Auto Attendant, Never Miss a Call or Call Center solutions.

  1. Mobility and Ease of Use

Today’s workplace is increasingly mobile, and small businesses especially need to be able to operate from multiple locations.

With a cloud based call center software, small business employees have access to features that allow them to log in from anywhere so that they can be reached while on the go, giving customer-facing and revenue-producing employees greater control over their productivity.

  1. Time Management and Efficiency

Web-based customer portals enable IT staff to manage their system more efficiently. With insight into the installation, service configuration, trouble tickets, training, billing and call analytics, this full access to a customer’s system and account allows them to spend fewer resources on project management and focus more on work that adds to the bottom line.

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Publish Date: July 4, 2019 7:41 AM


Call Center Solution for Transportation Industry

As the Transportation industry evolves in keeping with changing market dynamics, new customer expectations have come into place. The first is flexibility which is the freedom to change the order within a certain time period to suit the new customer requirement. The second is visibility and transparency throughout the order placement and delivery process, in real time. While technology can enable these functions on digital channels, many customers would also prefer timely updates and responsive customer service from their logistics providers, as well as to get assistance from them for their enquiries and problem resolution.

well-trained professionals and the latest call center technology, with facilities for IVR, Automatic Call Distributor, Predictive Dialer, Voice Logger, Reporting Engine and more. We engage in seamless interactions with your customers through: inbound and outbound voice support, web / live chat, email management, mobile SMS / text and IVR (self-service).

Aria Telecom ensures that your customers are able to connect with your business for their requirements at all times. Our 24x7x365 multi-channel contact center is equipped with well-trained professionals and the latest call center technology, with facilities for IVR, Automatic Call Distributor, Dialer, Voice Logger, Reporting Engine and more. We engage in seamless interactions with your customers through: inbound and outbound voice support, web / live chat, email management, mobile SMS / text and IVR (self-service).

Aria provides a full suite of transportation call center solution designed to keep transportation businesses organized and in constant contact with their customers. All of our transportation call center services are available 24 hours a day, allowing organizations to extend their operating hours and better serve their clients. Instead of being confined to office hours, callers can access information, ask questions, and schedule transportation whenever it’s convenient.

Our transportation Call Center Software is the ideal communication Solution for organizations already operating 24-7, connecting personnel and clients through multiple channels and ensuring everyone has the information they need, when they need it.

Transportation companies utilizing our call center Solution are able to enjoy improved efficiency while simultaneously reducing their costs. Unlike maintaining a call center internally, our agents are only paid while working directly on your behalf, drastically reducing the amount of money spent on staffing. In addition, calls that once went to voicemail are instead answered by live operators, eliminating the need for call backs and giving your core staff the time to focus on other tasks.

To know more about our product & services

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www.ariatelecom.net

 

Publish Date: June 26, 2019 3:23 AM


Call Centre Software for Telemarketing and Sales

If your business revolves around telemarketing, you must be taking advantage of telemarketing software. Trying to run a calling center without the latest in outbound telemarketing software and telemarketing CRM services will create a serious barrier to your success.

A Call Center Software using antiquated methods of simply calling, waiting for a response, leaving a message and then dialing again will quickly fall behind, allowing your competitors to make more sales faster.

With Aria telemarketing software for small business, you can run a cloud calling center at a high level of efficiency, putting the full power of digital technology to work for you.

Aria provides a wide spectrum of cutting-edge telemarketing software solutions tailored to complement diverse objectives and operating environments. Our solutions automate the tele calling process, allowing your people more time to focus on larger goals. We have a wide range of products to offer, starting from power dialers to predictive dialers to cloud-based CRM solutions for small to medium-sized businesses. See your profits soar with Aria inbound and outbound telemarketing software and rest assured your business is on its way to the zenith of success.

Our Call Center Software for small business is designed to allow your telemarketing dialer to make the most calls in the shortest amount of time, while making it easy to organize leads, monitor calls and supervise the system from any location with an internet connection.

The perfect telemarketing and sales software Load your leads and start dialing away. Speak on one line while leaving one click prerecorded voicemails and emails for other people at the same time. Never lose leads with dropped calls.

Aria Call Centre Software eliminates the need for agents to waste time on manual dialing activities. Spend more time talking to prospects by increasing live contacts by up to 400%. Aria telemarketing software is the most versatile and powerful telemarketing software available today. 

Benefits of Telemarketing and Sales Call Centre Software

  • Auto-dialing – From 35 to 100% more calls!
  • Concentrate on the Next Best Lead to Call
  • Heads Up, Branch Call Scripting
  • One Click Pre-Recorded Voice Drop
  • Intelligent Call Recording

To know more about our product & services

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Publish Date: June 20, 2019 5:14 AM


Contact Center Solution for Education Sector

Desperate for a solution, some have adopted the idea of shared service models while others are more keen on adopting digital technology and analytics-driven methods to transform their administrative processes. There are still more who have begun evaluating their delivery models. But are these solutions worth the effort? Let’s see.

One thing no one can deny is that in order to stand apart in today’s competitive education sector, one must focus not only on creating an excellent experience for their students throughout their journey from being prospects to becoming alumni but also on mission-critical tasks besides managing time handling calls and responding to other routine communication.

No wonder a lot majority of education institutions these days are looking at third-party solution providers to offer cost efficiencies. Let’s see what these education call centers really have to offer to your institution.

1) Call center Solution offer lead management that handles both the admissions and the queries besides tracking the source of all the inquiries.

2) Callers get instant SMS and email notifications for all the courses offered at your institution.

3) Call centers not only manage web call back for inquiries through their web portal but also arrange instant callbacks for email inquiries as well.

4) Education call centers also offer end to end call tracking besides recording every call for quality purposes.

5) They offer an extensive and comprehensive reporting to the management which is a by-product of their efficient and centralized interaction with the applicants.

6) They generally feature a quick response time for application requests.

7) Call center Solution have a direct and positive impact on your ROI on advertising investments.

 

 

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Publish Date: June 14, 2019 5:16 AM


Call Centre Software for Banking

Running a successful bank comes with a lot of responsibility. Your customers’ financial future is in your hands. You must build trust to sustain loyalty. There are many financial products you offer, and things can get messy. Which agent is best fit for an inbound dialer? What call detail records does your agent need to be informed?

Call Centre software is the product that helps you handle your business phone conversations. Your phone teams can use your preferred call Centre software to make outgoing calls, handle incoming calls, track key call Centre metrics, perform workforce management, and load automated scripts for your phone team. Call Centre agents are your phone team members who use your call Centre software to engage with customers or prospects.

Phone remains a vital part of business communication channels. However, there are others channels as well such as live chat, emails, social media channels etc. which can be harnessed depending on your business objectives. You will need to choose one or more channels that will help you convert a cold prospect to a customer and continue cementing your relationship with an amazing after sales support.

Aria will provide you with Call Centre software that will put these questions to rest.

With Aria’s call monitoring, recording, and tracking, your financial institution can be more informed and better ready to help your clients in the best way. Recorded calls and notes are easily shared between banking agents.

In addition, Aria’s automation technology frees up time for the agents at your bank. Using our interactive voice response system (IVRs) and automatic call distribution system, Aria automatically puts your clients in touch with the right people at your bank.

Our technology also provides your bank an analytics dashboard. Our analytics give insight into the activity of your agents. Management will be able to make informed decisions based on accurate metrics.

Whether your needs are for inbound, outbound, blended, or Omni-channel contact Centre solution, we've put together this call Centre software solutions comparison guide to help you understanding your options.

Retail banking is more competitive than ever and consumers are starting to demand an Omni channel experience similar to what they are getting from other companies. As the banking industry is faced with adding channels, it is also battling increasing security threats. Bright Pattern Contact Centre software helps banks meet customer demands with the highest security standards. Bright Pattern also meets the global needs of banks reaching across different geographies and time zones.

 

To know more about our product & services

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Publish Date: June 7, 2019 4:32 AM


Predictive Auto Dialer Software for Call Centre

 
predictive dialer is an automated telephone dialing system that enables call center agents to dramatically increase their number of live connections. Predictive dialers connect agents only to calls that are actually answered by people, freeing agents from the need to listen to unanswered calls, busy signals, disconnected lines, or answers from fax machines, answering machines and other automatic services.
 
Benefits of Predictive dialer Software:
 
Improved Operational Efficiency 
Auto dialing system implementation means No More Manual Dialing. Automated dialing system eliminates the various call constraints like misdialing, excessive wait time and call drops, affecting the operational efficiency. More connected calls results in higher agent productivity and improved operational efficiency.
 
Reduced Idle Time
Manual dialing leads to high agent idle time as agents have to wait until a call is connected. For every call, an agent wastes time in listening busy tones, answering machines and facing disconnected calls. Auto dialers like predictive dialer is really effective in minimizing idle time as it ensures only answered call are routed to the agents. This helps to save the agent time and allows them to attend more calls per hour.
 
Increased Agent Talk Time 
One of the most important advantages of an auto dialer software is the significant increase in agent talk time as compared to a manual dialing scenario. With minimized idle time time and improved call connect ratio, agents spend more time talking to the prospects and customers on call. Agent talk time will increase variably  from around 15-20 minutes per hour to 40-50 minutes per hour.
 
Real-Time Monitoring and Reporting
Auto dialer software provides insights into call center operations and agent activities through customizable reports and dashboards. Real time dashboards improves call center manager’s decision making ability and helps agents to take quick actions to improve by identifying the problems in real time. Auto dialer software also give quick access to call recordings that help managers to monitor agents’ performance and ensure call quality levels.
 
Better Lead Conversion Ratio
When an intelligent auto dialer solution is implemented for complex inside sales process involving high value leads, it brings agility to the outbound calling process. Auto dialers like preview dialer that provide the quick snapshot of customer’s contact details before dialing the call, helps agent to prepare before a call is connected. And with prior information at the agent’s disposal, he/she can drive personalized conversation, which helps to engage the prospect and increases the chances of lead conversion significantly.
 

To know more about our product & services

Call/Whatsapp: +91-9818234511

Skype: ariatelecom

Visit us @ www.ariatelecom.net

Publish Date: June 1, 2019 6:38 AM


Customized Software Development

Custom software serves the unique process of your business, solves your specific problems, satisfies your exclusive needs and makes your workflows easier, faster and more efficient. Custom Software Development is the process of designing, creating, deploying and maintaining software for a specific set of users, functions or organizations. Moreover, you get:

>> Increased flexibility
>> Minimized information security risks
>> Tailored support & maintenance
Custom Software We Develop
Web applications
Custom applications that perfectly work across all popular browsers and deliver immaculate UX with a clear logical layout and mobile adaptation.
>> Enterprise systems
>> Web portals (B2B or B2C)
>> Industry-specific solutions
Mobile applications
>> Native (Android)
>> Cross-platform (on Cordova, Xamarin, React Native) custom mobile applications to compliment your web application or created as a separate solution with their own back end (.NET, Java, PHP, Node.js). They can be as advanced as complex enterprise management solutions and applications with built-in AI.
 
Desktop applications
>> OS-specific (Windows,  Linux)
>> Cross-platform custom applications for offline work with total control over data security, increased efficiency and performance
Big data applications
Custom tools built specifically to provide the deepest insights on meaningful components of your business based on the results of high-volume data processing.
>> Process control and optimization (e.g. traffic management, stock management, etc.)
>> Predictive equipment maintenance
>> Customer segmentation
>> Patient health state monitoring
 
Real-time applications
Custom applications that exploit the latest technologies to process real-time data and provide response upon the processed results within a strictly defined interval.
>> Sensor data monitoring (equipment condition monitoring, environmental monitoring, automatic vehicle tracking, etc.)
>> Stream processing for IoT
>> Advertisements and recommendations engines
>>     Fraud and spam detection
Our deliverables:
Technology consulting
We are ready to deliver professional advice on the right technologies and architectural decision for your future application, as well as provide its scalability roadmap and consult on how to achieve the required level of data protection.
Development from scratch
We provide comprehensive all-round development from the in-depth analysis of your business to user training and support.
Development based on a requirements specification
You share your precise preferences and we do the rest to turn your vision into a real ready-to-go solution
Benefits: - Some of the benefits include:
>> Efficiency: Custom software is purpose-built to support processes swiftly and productively, without the need to tinker with or adjust COTS applications.
>> Scalability: Custom software can grow as an organization or business grows and changes. Designers and developers can assess future needs as part of their requirements gathering. These factors can then be incorporated into the application, rather than incurring costs by purchasing additional licenses or subscriptions of packaged applications.
>> Lower integration costs: One of the chief considerations of commercial software is: will it work with existing and legacy applications? If the answer is no, organizations face a further investment in getting commercial software to communicate and operate with their existing infrastructure. Custom software can be built to integrate with its intended environment.
>> Profitability: It’s possible to make money with custom software development. Depending on the terms and conditions of the project, businesses that develop their own software may own the software and therefore be able to license or sell it to other organizations.
>> Independence: The benefits of being free of a commercial software vendor cut both ways. On the plus side, organizations can avoid price hikes for licensing and support — and getting stuck maintaining packaged software should the vendor go out of business or terminate a product. On the negative side, the cost of supporting and maintaining custom software falls to the organization that created it or had it developed. How the equation works out requires each organization to look carefully at whether it’s better to build or buy.

Publish Date: May 31, 2019 3:45 AM


CRM Development

CRM Development & CRM Software Solutions – Companies rely heavily on customer relationship management (CRM) technology tools to manage interactions with current and future customers. CRM software deploys technology to organize, automate, and synchronize sales, marketing, customer service, and technical support plus manage customers, records, and their surveys.

CRM solutions are becoming a necessity for businesses these days. Aria Telecom Solutions Pvt. Ltd.  is making custom CRM solutions more compatible for enterprises and helping them optimize its utility and get the best out of it. Our CRM development services help businesses to build scalable software that works smartly and makes their workflow effectively productive. We offer an array of CRM services for small to mid-size organizations.

Aria Telecom Solutions Pvt. Ltd.  is  one stop solution for CRM needs of businesses. From selecting the right technology to developing a right solution that can satisfy your requirements, our CRM experts help you in all the decision-making. We develop custom CRM solutions for you and deploy them without any technical glitches. If you are having any diverse needs for your business, we can also suffice that with our customization services. Our offerings also include CRM integration and development of CRM plugin, portals and software. These offerings end with the successful delivery of our products We also assist you with our support and maintenance services.

Customer is the MOST key factor of any business, and relationships with new and prospective customers are vital to your business.

That is why the main objectives of innovative CRM strategy and expertise for you work to:

  • increase your business efficiency
  • effectively distribute the workload
  • increase your return on investment and profit margins
  • retain existing customers and induct new ones

 

To know more about our product & services

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Publish Date: May 29, 2019 3:37 AM


Housing Society Intercom System

It’s an Intercom System for Building and Housing Society. This system helps to stop entry of unwanted visitors like petty thieves, burglars, armed criminals, sales-persons, vendors inside the building. It provides intercom facility between residents of a building and the security watchmen at the entrance gate mainly with the purpose of confirming whether the visitors should be allowed entry or not. Security men at the gate, in consultation with the residents, can screen out lot of unwanted visitors, including burglars/dacoits and door-to door sales persons.

The way of everyday life has been changing according to changes in social structure. Monthly meetings, daily notice, cultural events, security alert and many more things are getting handled manually in big housing society.

The system is a unique and unified communication system with rich IP PBX system features. Its universal connectivity and advanced technology helps to improving networking system of housing society.

In most of co-operative housing societies, managing committee faces various problem of having complaints on daily basis. An inventive IVR System that allows the residents of their societies to make calls over a telephone line and register complaints.

As a member of a housing society, people have some certain responsibilities like participating important discussions, turning up for the meeting on time and so on. Wireless IP PBX has capability to connect multiple residents in conference on phone call, all the conference can be recorded also.

The system also provides facility of IVRS based payment reminder to remind the society members to pay society bills such as service and maintenance bills, water & electricity bills, parking charges and other types of charges.

A suitable magic box can be useful for all the problems for housing society including survey or voting on important point. It can be helpful for housing society or apartment association in many other ways such as advertisement announcement, get connected on your intercom anywhere using smart phone etc. It also has provision to broadcast voice messages like fire incident, emergency, any social meeting to all the members or residents of society. Thus, Housing IP PBX is perfect intercom system that offers a better telecom solution for housing society. 

Features and Benefits:

  • Digital Voice Recording
  • Voice Mail with grouping
  • Flexible Numbering Plan
  • Vendor’s Call with Registration System
  • Double check for Doubtful Visitors
  • Flat Lock, Morning Greeting Message
  • Emergency Rings to all Flats by Guard
  • Single Digital Access to Security/lift/office

To know more about our product & services

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Visit us @ www.ariatelecom.net

Publish Date: May 23, 2019 2:44 AM


Benefits of IP Telephone System for Business

Let’s look at some of the ways making this change can decrease cost and time investments while increasing productivity

1. Mobility and Scalability

If remote offices are a consideration for your enterprise, IP telephony solutions are a must-have. Instead of installing multiple physical phone systems, you can simply log in to your system’s web interface and add another line. Without the need for telephone hardware, your remote offices can go fully mobile in a matter of seconds. Enterprises can scale their communications up and down with an IP solution

2. Good on Data, Great on Bandwidth

One of the biggest questions enterprises have about adopting an IP telephony system is how it will impact their data usage and bandwidth and for good reason. This eats up precious bandwidth that other business units may need. During times of silence, your IP system is looking out for total bandwidth allocation, making voice-to-voice calls efficient uses of data.

3. Low Cost-Per-Call

As part of the name suggests, a VoIP Phone System utilizes Internet Protocol to make calls. Instead of using telephone lines, all communication data is turned into packets and sent over the IP network. The IP network your business uses could be your Internet connection, a direct IP connection to your telephone service provider or a combination of both. Placing calls over traditional phone lines means that a line is taken up by the two callers using it to communicate. Since there are only so many lines that can be installed, calls placed over landlines, especially if they are long-distance, are expensive. But using the Internet to relay call data circumvents this problem, making domestic and long distance calls cheaper overall.

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Call/Whatsapp: +91-9818234511

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Publish Date: May 16, 2019 2:49 AM


Future of Omni Channel Communicationin Retail Industry

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 2018 will be the year when brick-and-mortar emerges victorious, for after all, while the 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 2018.

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 comes 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, 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. Companies and brands will understand where their consumers will be and target them specifically through the channels that they are consuming.

Apart from this, robotics, drone deliveries, anti-fraud tools, bitcoin and blockchain like technologies took the retail industry by storm.

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.

 

Publish Date: May 14, 2019 2:53 AM


IVR Integration in Omni Channel Communication

IVR (Interactive Voice Response) is a technology that allows users (usually callers) to obtain information from a phone system without the assistance of an operator. The most common way for a phone to communicate with a computer is through the tones generated by each key on the telephone keypad. These are known as dual-tone-multi-frequency (DTMF) signals. A computer needs special hardware called a telephony board or telephony card to understand the DTMF signals produced by a phone.

A simple IVR system only requires a computer hooked up to a phone line through a telephony board and some IVR software. 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.

What Is IVR Integration?

Upon receiving a call, the ACD system uses the DNIS (Dialed Number) to check the necessary rules for processing a call on this number. If it defined, an associated IVR program is invoked by the ACD. The IVR Client process invokes a server process on the application server and starts a two-way communication with the IVR Server.

An IVR program controls the flow of the IVR script by prompting the caller and requesting key input or directing the caller to another ACD call routing path, extension, or voice mail. In the process, this IVR program can perform any application function including customer information lookup, transaction processing, etc.

The IVR can also initiate outbound calls and prompt the called individual with the same messages (and text) and accept phone key input from this individual as well. The caller and called an individual can likewise be “connected”.

 

Benefits of interactive voice response Integration

IVR Integration in Omni Channel communication system can benefit both large and small businesses in the following ways:

  • Saves time and money. IVR technology can replace humans to answer frequently asked questions or to provide commonly requested information -- such as directions, hours of operation, etc. -- that doesn't require critical thinking skills.
  • Greater customer satisfaction. IVR technology eliminates wait times by responding to a caller immediately.
  • 24/7 service. IVR technology can operate without any interruptions and is available to provide information to callers whenever they need it.

To know more about our product & services

Call/Whatsapp: +91-9818234511

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Visit us @ www.ariatelecom.net

Publish Date: May 10, 2019 2:34 AM


Omni Channel Communication Complaint Management System

Having an effective customer complaints management system in place is a matter of good business practice for any company. Quick and efficient complaint handling can reduce shipments of products, lower labour costs, and reduce downtime. However, in FDA and ISO environments, where quality is foremost, complaint handling has deeper implications. These non-conformances can be better managed by implementing an automated customer complaint management software solution. People interact with businesses everyday across multiple channels like email, phone, chat, and social media. It can be possible with Email Integration, SMS Integration, WhatsApp Integration, Twitter Integration, Facebook Integration, and LinkedIn Integration. Aria Telecom brings all this together in one beautifully simple platform, enabling you to create more meaningful, personal and productive relationships with 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

The Omni Channel communication solution incorporates configurable form templates with logical business process management to provide a seamless and positive customer experience that will vary depending on the type of complaint or query. This versatility of the solution will ensure full compliance to satisfy regulatory reporting of all complaints raised, proving that your customer’s complaint is dealt with in a professional, timely and consistent manner, irrespective of their preferred method of communication with you.

How Omni Channel communication Complaint Management Systems Help with Resolutions? 

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.

Features and Benefits of Omni Channel communication Complaints System:

Improved Documentation: Using a pre-configured, multi-page electronic form that ensures accurate complaint data capture, the solution streamlines the documentation portion of your customer complaints management system into a simple three-step process: complaint processing, complaint investigation, and finally, complaint resolution. Every step of the process is automated and documented.

Publish Date: May 6, 2019 3:16 AM

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