Last Updated on December 4, 2022 by
Best call center solutions and phone systems in India
Is it difficult for your organization to manage all the client inquiries? Are the large number of queries impacting your business?
Don’t let a lack of in-house resources hinder your customer’s experience. You should consider call center outsourcing solutions and let them handle your clients’ needs.
However, before contracting your customer service, ensure that the firm you pick is reputable and has solutions and software to handle your clients.
We’ve analyzed a couple of the top call center businesses and selected the best alternatives for you to assist you in choosing the appropriate provider.
Continue reading to learn about India’s best call center solutions and phone systems.
Exotel is a Bangalore-based firm, one of India’s major cloud call center service providers. Exotel’s cloud call center telephony solutions negate the requirements for infrastructure and maintenance. It is a corporate phone system with features like Smart IVR for your organization.
In 5 minutes, the web-based telecommunication device can be utilized to set up comprehensive call routing, call management, and call recording services.
The number 1 call center outsourcing solutions
Aavaz leads the market in call center solutions for small and medium enterprises and start-ups! They are the biggest call center training solutions provider in India. It offers a range of call center systems and services– this implies that you’ll be able to fulfill your phoning and other client encounters while expanding pathways to meet long-term company needs.
Due to Aavaz’s scalable IVRs, queuing, and queue monitoring, your clients can reach you like never before. To guarantee nobody is overlooked, you can register all inbound calls and follow up using embedded ticketing.
CallHippo is a comprehensive and easy-to-use VoIP-based Phone System with exceptional On premises call center solutions, sound quality, and customer support. It is also compatible with Zoho CRM PLUS, Zapier, and similar applications. They have clear pricing, and the base plan is free.
Benefits Of Call Center Telephony Solutions For Your Business
The benefits of call center telephony solutions in India
Call center phone systems help organizations provide exceptional customer service and develop long-term client relationships by improving productivity and ensuring no caller is left unattended.
Here are some benefits of call center telephony solutions for your business:
- Better Performance
Whether you are a small or medium-sized business, complete call center solutions will help minimize wait time and increase service speed.
With features such as Automatic Call Distribution (ACD), also known as automated call routing, skill-based routing is performed. As a result, the designated agency will be made aware of the inquiry and will be able to assist it promptly, resulting in better performance.
- CRM System Integration For Better Experience
Your agents can record each call with the necessary information if your organization utilizes a call center telephony solution with CRM integration. When the same consumer calls again, the subsequent agent will have all the information they need. CRM system integration significantly saves time and improves the client experience.
- Better Customer Service
An innovative VoIP call center solution simplifies the procedure and assists agents during the call by utilizing required tools or asking for instant assistance from a supervisor.
Call Center Software Features To Consider
Some features to consider
The organization’s needs determine the greatest call center outsourcing solutions. The features and functions of various solutions vary.
Many offer some automation to help operations run smoothly. Your organization’s needs will determine whether you adopt a simple or sophisticated, all-in-one solution.
Every technology has advantages and disadvantages, particularly when used independently by the agents. There are several features to consider when selecting a call center outsourcing solution.
- Cloud-Based Calling
This company phone system uses the internet rather than a traditional phone line. It is usually considerably cheaper to install and operate than traditional landlines.
You must synchronize cloud-based call center telephony solutions with their online database. It is when cloud-based telephony, also known as Voice over Internet Protocol (VoIP), is advantageous.
On-premise infrastructure is not required for VoIP call center systems. It avoids the regular maintenance and infrastructure expenditures associated with traditional phone lines.
- Omnichannel Support
Omnichannel communications are the way of the future. Assessing how well call center software connects with other channels is critical.
For omnichannel call center solutions, integrated software is critical. It decreases client friction while increasing front-line productivity.
This is achievable with the top call center solutions due to interfaces with CMS systems and will enable agents to follow up. The functionality ensures that the consumer experience is constant irrespective of the channels utilized.
- Interactive Voice Response
Your customers can chat using an automated program before reaching out to your support personnel if you include an interactive voice response (IVR) option.
Some clients prefer communicating with a machine to fix some of their problems. This choice allows your team to best serve them.
The IVR feature of call center outsourcing solutions will assist your agents in managing call traffic and automatically collecting vital details from customers.
When the client reaches an agent, they will have all the necessary information, and the customer will not have to restate themselves.
- Voice Communication-Based Telephony Features
Clients must be swiftly routed to the appropriate individual when they call your company. It is critical to comprehend how inbound calls will be redirected.
There are a few ways to improve the process, such as using software with automated routing. Another approach is to let customers choose a department after hearing a range of alternatives.
Most call center outsourcing software include a set of fundamental voice communication functionalities, such as:
- Validating callers
- Call forwarding
- Call transfers
- Interactive voice response (IVR)
- Call monitoring
- Customer Relationship Management software integration
- Outbound Call Support
Call center software isn’t simply for inbound customer communications. Agents might be required to make outgoing calls to provide continuous customer support or for sales prospecting and upselling.
In this instance, automatic dialer software and simple call tracking tools are essential for keeping your CRM updated.
- Workforce Optimization Features
Several workforce optimization functions are available in call center software solutions. Team leaders and managers can use these to track and evaluate agent performance. It can enhance call center productivity and quality assurance throughout.
Some optimization features provided are:
- Inbound call routing
- Call recording
- Predictive dialing
- Real-time call monitoring
- Call analytics
Now that you know the best call center solutions and phone systems in India, the benefits, and the features, make an informed decision today.
Aavaz FreePBX is a leading provider of call center solutions in India, providing bespoke solutions and software suited to your company’s present and future needs.