How to Go for a Reliable Cloud Call Center Service Provider in the Philippines 

The software, the technology, and the innovation, that have compelled the entire world to wake up and take notice of Cloud Call Center Technology It’s a business phone system that empowers organisations to hire and work with remote teams with the help of software that can be customised to perform a range of other functions based on your business’ specific requirements. Moreover, the technology functions on the same principles across the globe. Unified communications’ service providers’ expertise may differ in terms of experience, team size, etc. Based on this, they will customise and integrate a communication system that syncs with your business.
If you have a business that is based out of the Philippines, catering to global or local customers; and you’re planning to go with cloud call centre service providers in the Philippines, the safest step is to shortlist a few of them. Then speak to each one at length to understand their expertise, strategies and how they are thinking of using this digital medium to transform your business. Understand what other dynamics are involved that you should pay attention to. What is the budget, and does it fit with what you’ve set aside for it?
The best convenience and advantage of hiring the Philippines based cloud call centre service is that the country has a growing global presence in terms of technology and innovation and may be able to offer you better value for your money invested in the cloud phone project.

All You Need to Know About Traditional Call Centers vs. Cloud Phones

Let’s discuss reasons as to why you should opt for cloud based phones over on-premise call centers.

Installation : Cloud phone software is quick and easy to install, whereas traditional call centres require a proper infrastructure driven and maintained by professionals, and requiring physical space, which makes the whole process very complex as well as expensive. While installing cloud phones, you brief the software service provider about the size of the software and the features your business is going to require, based on which they will customise the package and deliver it. Erecting IT infrastructure is a lot more cumbersome and complex.

Operational costs are very high in traditional call centers, which is not the case in cloud call centre software. When you install the cloud phone software, you don’t need to rent a space, as your customer service team can work from any remote location. There are no laptops and desktops involved, as all you need is a mobile phone with some storage space and an internet connection.

Maintenance & Management : When you’re working from an on-premise call center, your management and maintenance costs run high. Maintaining hardware, licenses, and staff all comes at a cost. This is certainly not the case with cloud phone communication. Executives can work from remote locations, and you can monitor and analyse their activities and performance from the remote location too.

Remote Work: Remote working is not possible in the case of an on-premise call center, whereas integrating cloud centre software empowers your business’ customer service team to work remotely, saving you the cost of renting out office space to accommodate staff and hiring an engineer or two to erect and maintain an IT infrastructure.

Scalability : The cloud phone offers your business flexibility. When your business expands and you have more customers to serve, you simply hire more remote executives to work from remote locations. The software is scalable. This is also one aspect that you must discuss while looking for the Philippines’ unified communications software provider. So, when need arises and you’re ready to expand, the same software can be tweaked to cater to a wider audience and accommodate an increased workforce. This is certainly not the case with an on-premise call center. Expanding an on-premise call centre involves renting out more space, incurring costs on hardware, and so on.


When you contact an OmniChannel service provider in the Philippines, he will first understand your business and its requirements and will be able to create a customised solution for you to help you tackle your customer communication requirements more efficiently.

Do Your Homework for a Smart Outcome!

The more clearly, you’re able to explain your business requirements to your service provider, the better solution he will be able to develop and present. Hence it is important that before hiring a unified communication service provider in the Philippines or wherever you want to, you do your homework to self-evaluate the real and practical needs of your business related to customer communication and convey them in clear terms to the consultant attending to you, along with specifying the budget you’ve set aside for them. When you reach out to the cloud phone service provider as an informed buyer, things change. You ask the right questions and have a better understanding of the features you seek in order to drive your team and business efficiently.

Implement Unified Communication for Your Customers

With growing emphasis laid on the customer experience, businesses need to think about stepping up and optimizing their existing IT ecosystem. In order to stay relevant as well as competitive in the modern complex business environment, they ought to think on a priority to implement or migrate to a better technology. A system of working that can maintain a seamless customer experience which will not only retain existing customers but also add new and increase the number through word of recommendation and other channels.

A System That Meets the Growing Demand of Customer Service & Customer Expectations

Technology is constantly evolving, creating more sophisticated versions of software every day. With digital and artificial intelligence (AI) picking up, traditional call centers and BPOs are also getting drawn towards the advantages of the cloud-based centers. They are trying to explore how the technology can be used for improving their business by creating better customer experience channels and creating multiple interfaces offering conveniences to the customers.

Evolving Need for Unified Communication

Demand for unified communication is continuously rising and more and more businesses are contemplating migrating to it, yet we have hundreds and thousands of them who still maintain their critical data on physical systems. They still use physical infrastructure, maintain bulky communication servers, headsets installed, configured, licensed and made compatible for their industries, and so on. All of these require physical space over other things. It impacts their strategic and budgetary decisions impacting operational costs, restricts mobility of CS Execs and more. The most critical part is the data breach, something that all businesses are very sensitive about. Security and privacy of a large customer data becomes a tedious task for call centers who operate from on a physical premise.

The Process of Migrating/ Shifting has begun

With a growing awareness as to how the technology can create an edge and advantage for businesses, on-premise call centers are getting substituted by cloud call centers. Organizations in huge numbers are chalking out plans to migrate to cloud based call center software. As the word is spreading about the kind of advantages the cloud call centers come with, they are becoming an infrastructure choice for majority of organizations.

Primary features driving organizations towards unified communication software or cloud phone is undoubtedly the speed of deployment. Other reasons include improved profitability. It is a scalable technology that can be expanded with growing customer base. It comes with a foolproof security system where all your data related to customer information as well as other information remains secure and protected.

How Unified Communication System Works

Cloud-based unified communication technology is a network-based service that the software service provider offers remotely to businesses via a subscription model. Call center software introduces your businesses to innovative solutions to help you tackle traditional pitfalls of your business.

Organizations that are adopting or shifting to unified communications are experiencing the value that no other technology other than cloud-based platforms can offer. Installing call center software brings out an obvious and rapid improvement in customer interaction, and customer satisfaction. It also helps organizations to pin point the areas within their set-up that can benefit by implementing this model. 

A good unified communication software service provider will also help you to create & integrate business specific functionalities that can help you to give your customer a smooth journey of doing business with you again.

Go for It!

So, if you’re an organization looking to adopt a technology that can help your business grow and expand there’s nothing that can serve you better than considering to install the scall center software.

No matter how good your product or services are, or how long you’ve been in the business, your expertise, your team; or how impressive your professional profile reads on social media, or how active you’re on them; how many likes your posts receive… if you are not able to keep your customer happy, none of all these hold any value and your business may not see the success it deserves to. The most important part of any modern business is how you treat your customer, how does he feel doing business with you, how promptly do you attend and respond to his queries, how quickly and how amicably can you resolve their issues for them. These are the things which go to create an experience for your customer.

One technology that can make it possible for you to offer superior customer service is through unified communication or cloud phone. Do talk to a service provider to get all the details and install cloud call center software.

Service Desk Software – The Features of Good Call Center Software

omnichannel cloud customer service

 

If you are planning to shift to the cloud call center from a traditional set up, the features discussed in this blog post should be able to help you to take a better and a more informed decision. Remember, choosing an inappropriate cloud call center software can decline productivity of your team mainly by ruining customer experience.

When businesses arrive at a stage where they have to choose cloud phone software, there are plenty of different options available. Some hold good for outbound call centers, some are more appropriate for the inbound call centers. Each cloud center solution comes with different functions.

Your Cloud Call Center Software Provider Should Offer Multiple Choices

When you decide to go with a certain cloud call center software solution provider, make sure the software offers ACD, i.e. Automatic Call Distribution. This feature helps to improve productivity of the cloud call centers. A good service provider is likely to offer you several Advanced Call Distribution Center Strategies to choose from, based on your business need viz. skill-based routing, uniform routing, simultaneous routing etc.

 Interactive Voice Response (IVR)

IVRs is a feature that helps businesses to deliver a consistent and efficient experience for the customers by ensuring the system is programed by prerecorded messages that allow the incoming caller to navigate through the menu and reach to the right customer service department or the right call center agent in order to raise an issue or to get an answer to the query.

IVR also offers support to the customers by helping them resolve their issues without having to speak to a person. The software is designed to offer an explanation and self-service support, which helps the customers to resolve the problem on their own. The IVR system sends them to the right department based on their responses.

 IVR vs. Auto Attendant

Not all businesses need an IVR system. For many businesses an Auto Attendant, which is a simplified version of IVR, can also suffice. If all that your business needs is to direct customer to the right department, Auto Attendant is sufficient.

Call Recording Feature

Call recording has become a popular and sought after feature and practice in modern business set-ups. This is why the call center software you opt for should also be able to record phone calls. These real time recordings are not only going to be useful for training your new teams as they get ready to join, but they can also help you increase your team’s productivity and take the customer satisfaction and experience several notches higher.

Computer Telephony Integration (CTI)

CTI helps to add pace to business by helping you work effectively and efficiently. Good cloud phone software comes with a CTI system with which functions of your phone get connected with your computer. A CTI can instantly transform your computer into a virtual call center. All it takes is a few seconds to integrate to incorporate the phone into your work processes.

Desktop Notification

A cloud phone software is supposed to ensure that you don’t miss any calls that are important for your business. Desktop Notification feature make sure that you will never miss an incoming call by offering a convenience of pop-up notification on your computer or phone. Thus, you’re always informed about calls that are coming your way or that were missed due to the reasons whatsoever.

CRM Integration – The Most Critical & Powerful Feature

Looking for a powerful yet simple CRM integration into your existing cloud phone system can empower your team manifold. Your cloud contact center software  is supposed to help your team to work faster, better, and with more efficiency. CRM can make this possible because it is a feature that not only helps the team within the organization to communicate with each other; it also streamlines and syncs communication that client might have engaged in at different times using different communication tools like SMS, Email, Call, via Social Media, and so on. CRM syncs all this communication and presents it before the agent or executive attending to the customer. Being well informed and updated on what client seeks, helps to offer better services and keeps the client satisfied, happy, and wanting to come back.

Cloud Call Analytics

Businesses must understand the impact of monitoring and measuring your metrics in order to optimize your operations and growth. When you get into the practice to regularly measuring and tracking your analytics, it improves team performance by incorporating data-driven changes to your workflows. When selecting cloud phone software, you should be clear about which data is going to be important that you would like to collect and track. When you make an uninformed decision to install the software that doesn’t meet your needs or gives you incomplete data, it is no good. The best cloud call center solution providers provide advanced analytics monitoring for you to track everything in real-time.

Concluding Thoughts 

Achieving your goals and KPIs is absolutely possible provided your call center executives deliver great customer experience. On your part, you must ensure that the cloud phone software you install, supports your team and business model and helps your company to grow. If you choose a cloud-based call center solution with features your business needs, you are prepared for future; you’re equipped to deal efficiently with customers and competitors alike.

Choosing the Right Outbound Contact Center Solution

outbound-contact

Choosing the Right Outbound Contact Center Solution

 

Business environment has undergone a tremendous evolution in the recent years. Likewise, the customer behavior has also undergone a change. Now they prefer to reach out to the companies they’re doing business with, through modes other than making a phone call. In the recent years, it has been observed that their focus has shifted from calling to messaging in order to communicate with their service providers.

Unified communications, cloud communications are the most modern systems used by the customers for the business communications. Cloud phones have become a primary mode of communication for the enterprises across the globe. Above everything, omni Channel creates an ease for the customers wanting to reach out to their service providers or sellers for any reason whatsoever. Whether they want to make a general business enquiry or are looking to resolve a complex problem requiring several people to stay in the loop, choosing the right contact center solution can ease the process of doing business for an enterprise.

Rising Demand for Omni Channel Solutions

To keep up with the changing trends, businesses ought to consider upgrading and updating their communication technology to meet the demands of their customer that will improve their experience of doing business with us. No matter where your business originates, where your workshop or warehouse is; whether you operate from Philippines or any other location, cloud phones are designed to integrate seamlessly with the organization’s existing communication system and work towards improving user experience & interface. Thus, driving business towards the growth and success. Because of the benefits and advantages that unified communications offer, all modern call centers are software centric. You don’t get to see the heavy & space occupying hardware in the modern call centers. Hardware and machines have become obsolete now.

 Why Omni Channels Have Become Necessary 

The way business is conducted across the globe today is nothing like it used to be a decade ago. Similarly, the way we communicated with our customers, clients and the business associates, has come a long way. As the technology has evolved, the role and the influence of the social media has grown leaps and bounds; likewise, the way we get in touch with our customers or vice versa has completely changed.

 Inbound & Outbound Contact Center Solutions

These are two major ways a cloud phone center operates. Both types of Omni Channel Communication centers have customers at one end and teams at another. Outbound cloud phone centers are those in which offices or businesses reach out to or get in touch with the customers; it could be for telemarketing, lead generation, telesales, research etc. Whereas the Inbound Call Centers receive calls from the customers to resolve their issues or to answer their queries.

Outbound and inbound call centers simplify your business communication as they’re a cost-effective, secure and reliable virtual communication solutions. An organization may need one or both in-bound as well as outbound cloud call center software, depending upon the nature of their work. However we’re going to focus on how does an organization choose an outbound call center solution.

 

Choosing the Right Outbound Contact Center Solution

Once you’ve figured out that your business needs an outbound cloud call center, the next thing you need to pay attention to is to look for the functions your call center is supposed to perform. Based on it, you have to choose features for your outbound cloud phone software.

Integration with Multiple Channels

An outbound call center software solution ought to integrate multiple channels such as SMS, social media messaging, video, web chat into the existing systems in order to keep a track of all their customers.

Reliable With Least Downtime

While choosing an outbound Cloud phone, Philippines or Philadelphia the software solution should be able to maintain 99.99 % uptime. Every business wants to grow and expand hence a downtime while communicating with the customers is unaffordable.

Collect Data & Generate Report

The outbound cloud call center solution you choose should be equipped to monitor daily activities, collect relevant data, and also be able to generate various reports. 

Secure

The unified communications or Omni Channel you choose must provide tight security. It should also be designed to detect any intrusion in the server. One is advised to thoroughly analyze the security measures provided by the software before making a final decision to buy and install it.

Integrating your contact center with a software solution that will work for your team and business is a big decision for any organization. The information shared above will hopefully help you choose an outbound cloud phone system or software that is best suited for your industry or business and its peculiar requirement. Because, if for the lack of information, you end up choosing software that does not match your expectations or doesn’t do enough for your business, then it could seriously cost your business money and several lost business hours for your team.

So, take your time to research, analyze, and only then shortlist and choose the best cloud call center software solution for your business.

Benefits of Switching to a Cloud-Based Staffing Software Solution

simply idea big image

Benefits of Switching to a Cloud-Based Staffing Software Solution

Communication has always been the most critical tool for success of any business. In today’s business environment, most of which is technology driven, its importance and efficiency has improved manifold. It has become all the more important to provide your team with the right technology and tools to empower them to communicate well with their clients and customers.

 Creates an Environment of Better Adaptibility

Cloud call centers are super easy to set up. As soon as they are installed, the system is ready to use. It offers much greater agent versatility. The unified communications solution has an inbuilt data and processing capabilities available on-demand. This empowers companies to serve their clients from virtually anywhere in the world. Thus, by installing cloud call centers, brands and companies can provide 24/7 customer service. Cloud software solutions allow executives working at different locations to work in tandem effectively, which results in creating greater flexibility and optimizing efficiency for companies at once.

 Elevates Performance of Call Center Staff

Besides being easy to install and immediate to use, it also offers flexibility in working conditions. People working with cloud call center software have displayed much superior efficiency. Being an intuitive interface, cloud solutions facilitate gathering and handling customer data from across various channels and view it on one platform. This helps call center representatives to resolve customers’ complaints and issues with much better precision. Features like ACD, IVR, and priority callbacks prove to be extremely time-saving. Besides, the in-built software is designed to efficiently route and match customers with the most qualified representative to resolve issues. And this leads to attaining optimal customer experiences. It’s a win-win situation for both customer and the representatives. As on one hand good service gives customer a great experience, the representative on duty also experiences satisfaction for having served the client well.

Boosts Security

Whether in Manila or any other part of the world, Cloud Contact Center software comes with great security. You can secure highly classified or sensitive data in a private cloud and store less sensitive data in a public cloud. Public cloud comes at a lower cost compared to private cloud. In addition to this, compared to on-premise solutions, cloud call center will also provide your company with stronger disaster recovery management.

When disasters or accidents occur due to natural or manual follies, on-premise solutions usually face hurdles as they are not always equipped to envision the extent of damage and accordingly handle the hurdles; and thus business workflow gets hit. On the other hand, that is never the case for organizations that work on cloud call center software. Irrespective of accident, data damage is negligible, and the software also provides seamless operational functionality. Cloud call center staff continues to connect to customers through mobile devices even when connectivity is compromised owing to disasters.

Low Cost Solution

Setting up unified communications solutions is indeed and undoubtedly a low cost solution. There is no need to incur expenditure on installing heavy machinery and hardware which on one hand is hard on the pocket and on the other occupies space. Cloud solutions are cost-efficient, need little space as there is no requirement of machinery and infrastructure. This significantly brings down the upfront costs unlike the on-premise solutions. Not only installation, even upgrading hosted cloud solutions is a quick and an inexpensive affair. There are also options that enable contact centers to integrate platforms and lower the costs by opting for a ‘pay-as-you-go’ consumption package. Call center software service providers also offer free trial before installation so there is fewer chances that you will end up buying software that does not serve your purpose.

Unmatched Customer Experience

When it comes to the customer satisfaction nothing can match the Cloud Platforms. When a client gets an immediate call back by the customer service agent and his queries are resolved quickly, the client is not required to make multiple calls or write to the customer service repeatedly requesting to resolve the queries. His problems are routed to an expert executive and resolved at the earliest. This reflects efficiency and professionalism of the highest order. This way, the client trusts the organization with which he is doing the business as he knows that the organization is at his service 24×7. He is nothing but happy. Good customer experience retains business and plays a critical role to help the company to grow and expand its operations.

What are the Benefits of Unified Communications?

unified-communication small

What are the Benefits of Unified Communications?

Unified Communication (UC) – A Future Perfect Communication Solution

 

Unified Communication is a solution for businesses and offices to overcome communication barriers caused by the distance. Installing this system saves companies from employing diverse communication channels.

Unified Communication is growing at a rapid speed. It syncs all the communication channels that a business uses for its day-to-day functioning. It creates a common interface for email, SMS, instant messaging, voice, video conferencing and audio to give business, a continuity.

Unified Communication is part of digital infrastructure that offers seamless inter-office & intra office communication. It keeps employees and clients connected and on the same page.

In different parts of the world, from Pennsylvania to Philippines, Unified communication is referred to by several other names like cloud phone, cloud communication, OmniChannel etc.

Who can benefit from Unified Communication ?

Omni Channel Communications strategy is proving to be beneficial for organizations that (i) employ global workforce, (ii) employ work from home staff (iii) need to stay in constant touch with employees working on the field, and/or (iv) employees who work in odd shifts and (v) growing businesses. Unified Communication is also vital for IT professionals responsible for streamlining communication within business operating from multiple locations.

Bringing all the communication channels on a common platform improves productivity of a business. It enables employees to collaborate from any device, anywhere via this platform.

The first and foremost advantage of Unified Communication is that it facilitates remote working.

It retains the employee efficiency by gauging their performance remotely.

People can work from home without having any technical knowledge or setting up infrastructure.

Employees can communicate via their laptops and mobile phones by logging in to their company’s UC platform. They can connect with fellow employees via videos, calls, text messages, etc.

Improves Efficiency

According to a report published by Forester, Unified Communication can help your teams to operate more efficiently.

  • It reduces weekly downtime by about one to eight man-hours.

  • As unified communication makes all the communication channels easily accessible and information is handy, the decision making is also quicker.

The above two benefits, i.e. saving time and improving productivity not only improves operational efficiency but also helps management to arrive at a consensus and make important business decisions faster.

UC Streamlines Business Communication

Unified Communication creates a single interface for your business. The entire communication trail is visible to user, no matter which interface has been used by client to communicate the message. When complete message appears in front of the user, it makes better sense. There are fewer possibilities of lapse in understanding.

Customers on the other hand are saved from the harrowing experience of repeating themselves each time. UC is a powerful tool for business with multiple features that streamlines communication.

Saves Cost – Local to Global Business Communication

At first, switching to UC may sound expensive. Synching all communication channels and brining it on one integrated platform may feel extravagant. However, the fact is that it reduces cost. As UC is cloud based, there is no need for the servers. UC makes it simpler to run a business with branches in different corners of the world. With cloud phones, you are not going to require that many services and equipment. All this brings down the costs significantly.

High Speed Video Calls Create Better Connect

Unified Communication platforms facilitate high-speed video conferencing & chats which create an instant human connect and take the experience of doing business at a different level. It minimizes the need (and hence the cost) of business travel. Employee collaboration becomes far simpler and more effective.

Organizations can upscale or downscale usage with a click

Unified communication facilitates a growing business scope to upscale instantly with a click of a button. Likewise, if one of the branches of the office is shutting down, you can reduce usage instantly without having to unplug or dismantle infrastructure etc. Unified communication also enables you to carry office with you on your personal mobile wherever you go without having to carry office laptop. All you have to do is download the app on your mobile and you are sorted.

The evolving communication trends have changed the face of the business. As IT continues to evolve, it will come up with better ways of doing businesses. Unified Communications solutions will continue to reign supreme and drive digital transformation. Unified communication creates higher operational efficiency for businesses, improves user experience and businesses scale with ease in UC environment.