#call center software solution

[inextrixtechnologies]

How to Install VICIDial on a Cloud Server?

VICIDial is one of the best call center solutions. Many businesses prefer to use it because it is an open source VoIP solution. As the technology is shifting toward cloud solutions, it makes sense to move this open source software to the cloud with a VICIDial setup and use it as one of the best cloud contact center solutions.

You can take the help of one of the omnichannel solution providers to install VICIDial on a cloud server. If you have some knowledge of servers and cloud related technicalities, here is the stepwise guide to installing VICIDial on the cloud server.

Open your cloud server account using your credentials.

Go to the products section or relevant section to initiate the process of installing VICIDial on a cloud server.

Click on the + sign. You will find a menu. You need to select “Deploy New Server” or a similar option and click on that.

The next window will show you cloud server options such as cloud compute, high frequency, bare metal, dedicated cloud, etc. If you are using one of the best call center solutions, which will have more than 20 parallel agents, you must select “Dedicated Cloud”. If you have a small VICIDial setup with 5 or 7 parallel agents, then cloud compute is sufficient. The expense of the server will be shown on your screen while you are selecting the cloud for your cloud based call center solution.

Once the server option is selected for your VICIDial contact center software, you need to choose a location for the server from the available options. You can find multiple options to choose from such as the USA, Asia, Tokyo, Chicago, etc.

After the selection of server location, the next step is to choose server type. There will be different types of servers available to install VICIDial on a cloud server. Different server types will be segmented into main categories like 64 bit OS, 32 bit OS, Application, Upload ISO, ISO library, backup, and Snapshot. Usually, omnichannel solution providers choose CentOS. You can also click on Upload ISO. 

Once you click on Upload ISO, upload the VICIDial ISO. If you don’t know how to upload VICIDial ISO to set up one of the best cloud contact center solutions, follow the below mentioned steps else skip to the next step.

To upload the ISO of this open source contact center software, click on the Upload ISO option. Now fetch the VICIDial ISO URL from the official VICIDial website. You can also Google the link. Paste this link in the textbox in the cloud server and click upload. This will upload VICIDial ISO.

After uploading VICIDial ISO, go to the instance and click on the created instant.

Click on restart your server to restart the server by clicking on the + sign.

Now, click on + sign and view the console. You will see the option to install vicibox, and run the process by hitting enter.

In the following steps of installation, take care of the configuration of this cloud based call center solution by following the installation steps using the console.

Your VICIDial is installed and configured. 

Concluding notes

Due to advancements in technologies and introduced UI and UX, installing any cloud solutions on cloud servers has become simplified. You can also take the help of VICIDial experts that expertise in installation, VICIDial setup, VICIDial SVN, VICIDial theme design, VICIDial customization, etc. 

The company that provides all services in this software for call centers can help you install and set up it on your favorite cloud server. On the other hand, if you know how to follow a guide and how to use a console with some technical knowledge, then you can install and set up this software on any cloud on your own. All you need to do is follow the guide shared in this article.

[vihaanagarwal249]

Customer service satisfaction is an important factor when it comes to an investment in call center software. You'll be giving their agents the tools they need to boost first-touch resolution and overall performance, whether you use an on-premises or cloud-based system.

[inextrixindia]

Tips for Agents to Improve Performance by Themselves

Call centers invest to provide the best call center software, working ambiance, and all other required things to the agent to ensure they work productively. Constantly improving the performance of each or at least a majority of agents is necessary. Call center training surely contributes to improved performance, but giving constant training is resource-intensive and of course, might negatively affect productivity. Therefore, I have come up with some tips, which will help agents to improve self-learning skills and further help them identify their own weak points and improve them.

Major tips for agents for self-learning:

1. Agent side reports

Intelligent call center software offers some reports to the agents. Of course, all reports are available to the supervisors and admin, but some of them are available to the agents. Key reports are listed below:

●       Customer chat report

●       Callback request report

●       Agent session report

●       And more

If agents invest time in reviewing these reports available in the intelligent call center software and self-evaluation, then improvement becomes easier for the agents.

2. Let them hear their own recorded calls

The intelligent call center software or any other call center solution will offer a feature of call recording. Usually, the calls get recorded for quality purposes, but these recorded calls can also be used for self-learning and improvement. If agents are allowed to listen to the call recording files of their own call, they can find the problem area with self-assessment. This will not require any additional resources such as a supervisor to get involved to train or coach agents. Still, the performance with self-learning can be improved using this technique. If agents are fresher, then supervisors can also give them guidelines such as:

●       Some predefined words should not be used in a conversation

●       The call hold time should not exceed one minute

●       And more

3. Share a complex call with all agents

Call centers usually handle similar calls, but sometimes it happens that there comes a really complicated case or customer. Usually, this kind of call gets handled by senior agents or supervisors. This kind of call should be recorded and the call recording should be made available to all agents to learn from them for future reference.

4. Group learning

In the call centers, some calls and callers are of the same nature and some are really unusual. The agents can have group discussions or mock calls. This lets agents learn from each other. The top performing agents can be part of this kind of group to help agents learn and prosper.

These are the top tips you can share with your agents to self assess their performance, learn with an example, and improve their performance. Along with this, keeping rewards to motivate agents to perform better also helps in increasing performance.

To make sure agents can self assess and improve, do not forget to get an intelligent call center solution.

To know more about the most renowned intelligent call center software, visit https://inextrix.com/icallify/

[crmvoipsoftwaresolutions]

What Is the Difference between Power Dialer and Predictive Dialer?

Modern call center solutions provide multiple auto dialers. Power and predictive dialing are common in call centers. Learn more about power dialer and predictive dialer, so you can determine which is most suitable for your business needs.

For Call Centers, outbound marketing strategies are an opportunity to grow a loyal and satisfied customer base. The dialing mode must be adapted to the organization's market niche and business goals. There are two most important auto dialers available in the call center solution:

Predictive Dialer

Power Dialer

Learn more about power dialer and predictive dialer, so you can determine which is most suitable for your business needs.

Predictive Dialer:

Predictive dialer gives you the ability to connect with thousands of viable customers while filtering out the busy, disconnected, no answer, and voicemail calls.

Predictive dialer software calls a list on multiple lines at the same time. It has the ability to calculate when an agent is likely to be free for the next call and when a person/customer is most likely to pick-up the call. Predictive dialers are used for medium or large telephone lists on multiple lines simultaneously.

Power Dialer:

The Power Dialer system dials contacts while there are agents available to answer calls in the campaign. This means that as the agents became available, the dialer will make calls until it connects one with an available agent. This dialer also avoids giving the agent calls that are busy, not answered, or not existing, so it delivers only calls that are actually answered.

Power dialer is used by live agents to call a list. It dials a number one after another. Once the call is picked by a prospect, the power dialer will connect the call to the next free agent. If the number is busy, disconnected, or no answer, the power dialer will move to the next call.

Which one is better for call centers?

Modern call center solutions offer both, predictive dialer and power dialer. Both have their own benefits and disadvantages.

Power dialer works well when agents are attending different types of leads to have communication. It is excellent when a call center has less than 15 agents. It makes sure the call drop ratio is at a minimum. The predictive dialer keeps on calling leads in parallel. It can increase the call drop ratio if there are fewer than 15 agents in the call center.

On the other hand, when a specific type of campaign is executed in the call center, and when there are 15+ skilled agents ready to attend calls, a predictive dialer is the best. It remarkably increases productivity.

How to make a choice of the call center dialer?

You already know the difference between the two most popular auto dialers along with the tips to choose the correct auto dialer. You can apply this knowledge in making choice. On the other hand, you can also run A/B testing by using different auto dialers for a single or same natured campaign. This will also let you choose and use the right call center dialer to leverage multiple benefits from this powerful feature of the modern call center solutions.

AC InfoSoft offers various call center solutions. Each call center software of AC InfoSoft has multiple auto dialers such as the predictive dialer, power dialer, preview dialer aside many other features. Visit https://www.acinfosoft.com/call-center-solutions/ to learn more about different call center solutions offered by the company and its features.

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Preview dialer has made its place in the heart of the telemarketing industry already. Its automated algorithm has increased the efficiency of call centers by a great margin. Call centers are actively using this call center software solution to cut down the time spent on manual tasks and availing the benefits of automation. Let’s have a look at what exactly the facts are regarding this call center solution dialer.

[astercc-blog]

The Call Center Software Solution offers you the best solutions related to your software development, software services, and system integration issues. And, it is the most leading global provider of the communications system which is based on open SIP standards. To get more information dial our contact number (86)-411-86888839.

[inextrixindia]

How Predictive Dialing Increases Business Revenues?

An intelligent call center software solution offers multiple features and advantages. Predictive dialer is one of the features offered by this intelligent software. Predictive dialer offers multiple advantages. In this article, we will explore how it increases business revenues.

What is predictive dialing?

The automated dialing process performed by intelligent call center software using predictive dialer is called predictive dialing.

In predictive dialing, the predictive dialer dials multiple numbers to make sure as soon as an agent gets available to take the next call he has the call routed to him. It means maximum productivity.

How predictive dialing increase business revenues?

Now, as you know what predictive dialing is, this is the time to explore how it increases revenues.

1. Reaching all leads multiple times

The intelligent call center software gets used for either attending calls or for making calls. When predictive dialing is used to make calls to the leads, it is necessary to reach them multiple times to increase the chances of lead conversion and sales.

The predictive dialing is really fast and swift in connecting to the leads one has in the database. As mentioned earlier, it makes sure as soon as the agent finishes his or her existing call, there is another call waiting for him. This is how, the predictive dialing method ensures that all leads get contacted within minimum time and once all leads are connected, they are contacted again to see if they have changed the mind.

2. Reaching people at the right time

Predictive dialer is the most powerful and advanced auto dialer. Moreover, if you are using an intelligent call center software solution for predictive dialing, you are able to enjoy more features related to AI-driven predictive dialing. It can predict when it is more likely to entice the lead. Therefore, it dials the lead number accordingly. This ensures that agents can convert more leads and you can enjoy more revenues.

3. Enticing with predictive dialing along with other features of the intelligent call center software

Only reaching a lead is not enough, one needs to entice the lead to buy from you. The intelligent call center software offers multiple features to entice the lead and generate sales along with predictive dialing. For example, a campaign wise call script lets agents pitch the lead precisely and in a persuasive manner. Moreover, a callback facility for the follow up call ensures to be in touch with the prospective customer to increase the chances of lead conversion. There are many more features, which can help you generate more leads and convert them into sales. Remember to amalgamate the best features of an intelligent call center software with predictive dialing.

iNextrix Technologies Pvt. Ltd offers the best intelligent call center software, called, iCallify. It offers the best predictive dialing algorithm, which can increase your sales and revenues. Moreover, it has many other features to offer such as omnichannel communication. To book a free demo for 14 days and to know more about iCallify, visit https://inextrix.com/icallify

[crmvoipsoftwaresolutions]

Difference between Call Centers and Contact Centers

Call centers and contact centers are two different terms which are used interchangeably. In this article, you will learn about the call centers and call center solutions in comparison with contact centers and contact center solutions.

Client service is not an alternative for companies anymore as all enterprises, despite company size, require owning an exclusive team of professionals who can manage client inquiries and concerns. A study has discovered that clients are demanding more reliable client care than earlier and they are seeking dependable care along with shorter waiting periods. Enterprises require satisfying consumer needs as that can attain:

Improved market status

Increased sales

Increased client loyalty

Competitive advantage

Contact centers and call centers should be utilized for the aforementioned reasons. Contact center and contact center terms are often used indistinguishably. Even if these two phrases might appear identical at the sight as they give client care and consumer support, there are significant distinctions between them, which make them different. This article will serve you to know call centers and call center solutions better compared to contact centers and contact center solutions. This knowledge will also help you understand the need of your organization. You can easily define whether you need to have a contact center solution or a call center solution.

What is a Call Center?

A call center presents assistance in how incoming and outgoing calls are managed by a company for supporting clients. 

A call center offers support only by audio calls aka phone calls. Professionals who manage calls in a call center are called agents.  

Call Center Types

1. Inbound Call Center

An inbound call center is the one in which a company gets incoming calls from its customers. When a client calls, the call is assigned to an agent who is ready to take the call according to the procedure established by your company. The call center agent can see all the client information when the client call is attended by him or before that. Inbound call centers are employed to handle:

Billing assistance

Technical support

Post-sale support

Troubleshooting and 

Inquiries

2. Inbound Call Center

In an outbound call center, agents make calls to customers. Generally, call center solutions offer auto dialers which automatically dial numbers available in the list and transfer them to agents as per the predefined rules. Outbound call centers are used to run campaigns related to:

Subscription offers

Marketing

Policy change information

Telemarketing

Telesales

Up-selling

Cross-selling

Call Center Major Benefits:

Call centers have many use cases and benefits. Let's explore the major benefits:

A call center offers a     reduced risk when associated with a contact center. With a call center     solution, all calls are routed to agents without the bustle and this makes     operations simpler and faster. Due to its attention in call management,     the risks related to something may go wrong is notably smaller.

A call center can     manage large volumes of calls. Generally, call center solutions get     developed using VoIP technology, which furnishes all companies with a     reliable solution to handle hundreds of calls concurrently. Cloud call     center solutions also offer auto-scale features to make them even     stronger.

Call centers solutions     are resilient. Your agents can work from home with powerful add-ons and     dialer mobile app. Virtual call centers are becoming popular these days.     Your agents can operate from anywhere in the world and manage calls from     remote locations with comfort by using a virtual call center solution.

Call     centers usually have more reports to offer than contact centers as     usually, they offer comparatively less features than contact centers. For     example, the only mode of communication available in the call center     solutions is voice calling. Thus, assessment, monitoring, and reporting     are easier with it.

AC InfoSoft is one of the popular companies offering various contact center software call center solutions at affordable rates. Visit https://www.acinfosoft.com/call-center-solutions/ to learn more about the offered call center solutions.

[loudfirefury-blog]

Aspect offers next-generation call center software, contact center software and workforce optimization solutions for your contact center.

[inextrixtechnologies]

Challenges while moving from legacy PBX to modern contact center software

Moving from one system to another is always a big decision, which includes multiple other smaller or bigger decisions to make. While you move the whole system to another one for any reason, the process has to be smooth. To keep things swimming, it is necessary to know the major roadblocks and challenges that you may face during the process. Knowing major challenges can help you be prepared to make the right moves. In this article, I will talk about how you can move from the legacy PBX system to the modern call center solution and common challenges you may face.

Knowing the major challenges can let you take the help of your call center software provider to keep the whole process seamless.

1. Major features needed in a software call center

There are many call center software providers across the globe offering different types of call center solutions. It may make your decision quite complicated while you are in the selection phase. It may sound easy, but you have to be conscious while choosing a call center solution for your business.

There are a few things that you must consider while selecting this software to move from a legacy PBX system:

-Basic features, which are must have

-Advanced features, which might be required now or in the future

-Single tenant or multi tenant call center dialer software

-On-premises or cloud contact center solutions 

-Single channel or omnichannel call center solution

Making the choice of software that fits present and future needs is crucial and it can be one of the biggest challenges you face. You need to keep budget and other constraints in mind while selecting the best call center software.

2. Hosted or on-premise software

A majority of contact center solutions are available as on-premise call center software or hosted solution. An on-premise call center dialer software system means you have purchased the licensed version of the software. If you choose a hosted solution, you can use it at a rental model by paying a monthly subscription fee.

Both, on-premise and hosted call center solutions have their own pros and cons. This can cause challenges in the selection process.

3. Decide between Migration and integration

The legacy PBX system and an omnichannel call center solution, both are different solutions. Both systems have some common and some different features to offer. Usually, a legacy PBX system is good in handling internal and at some level client communication. On the other hand, an outbound or inbound call center solution offers an amazing range of client communication features. 

At this point, many businesses get into the dilemma of whether to completely move from a legacy PBX system to the best call center software or integrate PBX into this new VoIP calling software.

There are many facts and challenges related to both of these systems. Commonly, the most confusing aspect is using the legacy PBX system for internal communication and using cloud contact center solutions for customer and prospective customer communication. With this model in mind, many businesses choose to integrate the PBX into the software call center.

The best option is migrating from legacy PBX to one of the best call center solutions to remove complexities related to the legacy system and also save your business from cost and intricacies related to maintaining and managing two different VoIP calling software solutions

4. Migration 

The most challenging part of the whole process is migration. There are so many businesses that get stuck here. Migration includes migration of all databases, records, etc. from the legacy PBX software to an outbound or inbound call center solution.

It may include some of the following challenges:

-Making a cluster solution or simple

-How to prevent data loss?

-Who will export and import data for migration?

-And more

Usually, taking the help of your provider is a recommended solution to get rid of migration-related challenges as most of them will be related to technical aspects.

5. Training 

Even if using modern contact center solutions is very easy because of a GUI-based solution, product training is a must. This software is quite different than a traditional PBX business communication system. Your provider will provide it once, but then your internal IT head needs to take care of making this training process simplified.

Different team members can have different grasping power. Some team members may not put the required effort to learn a new platform. 

It is necessary to define an effective training cycle to overcome all challenges related to training staff and making sure they understand the use of it correctly. The training cycle must also have a deadline to ensure you move from the old system to the new one.

6. Switching completely to the new system

There can be multiple challenges related to this simple-looking step. It is necessary to consider challenges related to switching all operations to the new system on a predefined deadline. Some challenges may include discomfort in using a new system in some staff members, technical challenges, etc. However, with the right team and mindset, this can also be achieved.

Concluding notes

If you have made a decision of moving from a legacy private branch exchange system to one of the best on-premise or hosted call center solutions, then bravo. You indeed have made the right decision as this is the time to use the best outbound or inbound call center solution for your business. 

The process of leaving a legacy system behind and moving to the whole new system may sound like a big deal, but with the right approach and mindset, it is not that tough. Of course, partnering with the right provider to take care of technical aspects related to migration is necessary. 

From a business perspective, you need to be aware of the major challenges that will come your way. I have already mentioned some of the most commonly occurring challenges in this article for you. Keep these challenges in mind from the very first step of selecting one of the best call center software solutions to carry out a migration process, training the team, and ensuring all team members move to the new system by leaving the old one behind.

[amishadalal-blog]

Aspect offers next-generation call center software, contact center software and workforce optimization solutions for your contact center.

[crmvoipsoftwaresolutions]

Top Benefits of Call Center Solutions to Empower Business

Call center solutions empower all businesses to deliver excellent customer experience. Read this article to know about the top 5 ways a feature-rich call center software solution empowers businesses.

Amidst the rise in online shopping, the client assistance given by businesses and brands to the customers is growing more significant.

Every business favor being at the assistance of the customer and taking care of all aspects to achieve supreme client happiness is a fundamental approach in company endurance.

This defines the clients persistently in the commanding position and is beating competition that is practicing client satisfaction as the essential differentiator.

Client experience and support can, though, shift interestingly with time.

Hence, adopting new call center software or a new omnichannel call center solution to achieve enhanced client experience is getting a well-thought growth decision for any business.

Top Benefits of Adopting a Call Centre Software Solution for Businesses:

1. Robust security

Call centers save worthwhile and relevant data that require to be guarded and defendeded at all times.

Security is, hence, a pretty fundamental concern for many call centers.

2. Capacitates VIP customers to route to the most qualified agents

Companies are more intelligent at grouping their clients and this allows the business to allow priority service to VIP clients to offer the best and most loyal clients.

You can define the bandwidth for the clients who have been communicating with your brand over a specific interval and place them in the VIP caller queue.

This will aid you prioritize your important clients and simply route those callers to your most skilled agents or assure their calls are handled on a priority if there are extended obstructions.

This will assure your VIP clients gain the most competent service and proceed to be representatives of your brand.

3. Increased performance and productivity

With a call center software solution, your agents simply track the inbound calls, manage them, and intensify them whenever needed.

The call center solutions route calls to the most skilled agent if required. Agents can also access customer information during a live call.

Therefore, it increases productivity and enhances their knowledge to interpret or resolve issues of clients swiftly and accurately.

Besides, the IVRs cater to customers as doorkeepers, decreasing the workload to agents by eliminating fundamental inquiries and enabling agents to concentrate on the further notable and complicated calls.

4. Save costs

The omnichannel call center solutions are specifically configured to increase the performance and productivity of the agents.

As an outcome, fewer resources and shorter time are employed producing lower expenses to the business. With human agents considering for around 70% of the operating expenses for a call center, even a 5% productivity increase can produce vital advantages.

The auto dialer feature that evolves with call center solutions can further increase the results of outgoing calls and activity tracking in the business to take benefits of data and reporting.

5. Better reporting 

Good call center solutions will offer high-level features that report the significant and important details from the live call volume to abandoned calls, average talk time, call hold time, and more.

This not just supports the communication in banks, but also allows the business to present clients’ intelligence and insights to assist in enhancing the experience of clients business-wide.

So, choose a call center software solution that is continually growing and futuristic. The most futuristic call center solutions should be your choice.

AC InfoSoft is one of the popular companies offering modern call center solution at affordable rates. Visit https://www.acinfosoft.com/call-center-solutions/ to learn more about the offered call center solutions.

[isalonip-blog]

Aspect offers next-generation call center software, contact center software and workforce optimization solutions for your contact center.