What exactly is call centre software, and why do you need it?

Call centre software is the platform on which a contact centre runs its operations. It can handle anything from the dashboards that your agents use to make/receive phone calls to analysing metrics and managing your call centre performance.

A good call centre software can provide you with access to all the solutions required to keep your call centre operations running smoothly. Whether you are handling inbound, outbound, or hybrid calling, the right call centre software can help you streamline work, deliver insightful data, and boost agent efficiency. In an industry that relies on key performance indicators (KPIs) and metrics, you need a system that can deliver everything you need… when you need it. Let us take a closer look at call centre software to help you make an informed decision and buy the best call centre solutions for your needs.

A lesson in history

Although call centre software is currently utilised worldwide, this was not always the case. Before the 1950s, when someone called a phone number, the wait time was only as long as it took the operator to transfer them to the people on the receiving end — no being put on hold for hours on end.

However, the first automated call distribution system (automatic call distributor or “ACD” ) was developed in the mid-1950s. This invention did not make much of an impact at first since less than half of all households in the UK had phones. The Birmingham Press and Mail launched the first call centre to handle inbound queries in 1965. This was the first time a company sought to engage with its customers in this manner — and it acted as a catalyst for customer service as we know it today.

Over the years, innovation and technology advanced, introducing toll-free numbers and interactive voice response or “IVR”. With the advent of the 1980s, society was introduced to an increase in call centres and longer call hold times. Customer hold times increased as the contact centre industry boomed. Fast forward to today, and the world of call centres has only gotten more complex.

We now have automated technologies that allow customers to get information instantly without an agent, and call centres can engage with customers more efficiently and professionally than ever before. Call centre software has made great strides in adapting to forever evolving customer expectations — and it will continue to do so as long as innovation flourishes.

What to look for when buying call centre software?

When it comes to call centre software, you want one that is clear about its policies, capabilities, and price. As a busy call centre manager, you do not have time to go through pages of basic information just to find that the software is still not clear about what it has to offer.

Here are a few things you should look for while buying call centre software:

• A wide range of tools to meet your needs
• No binding contracts
• Cloud-based solutions
• Top-notch customer service and support
• Innovative task automation features
• Tools for ensuring compliance

Though these are only a few of the most important factors to consider when buying a call centre software, they are an excellent starting point. Remember to do your homework, make sure you are informed of your options and do not be hesitant to ask for a demo of any solutions that look promising. Getting a closer look at the software will only help you make a more informed decision.

How do you know if you made the right decision?

Determining whether or not you made the right decision can take some time. After a few months of exploring the software and becoming acquainted with the dashboards, you will be able to determine whether the software meets your business needs and if there are any shortcomings.

By automating time-consuming processes, your call centre software should take some guesswork out of everyday decisions and relieve some of the weight on your shoulders. It should give you a deeper understanding of all of your call centre activities and easy access to actionable insights.

When buying a call centre software, you should not have to settle or feel as though you have made certain sacrifices. Call Freecom at 0191 5000600 or email us today to learn more about our call centre solutions and how they can help your operations.

Fusion Aims To Blend Modern Digitalization With Human Elements

At a time when most Energy and Utility companies are making efforts to replace human labor-based services with completely digital solutions, Fusion will be making concentrated efforts to incorporate a blend of human elements and digital solutions into its Call Center Services For Energy and Utility Companies. In addition, through human engagements in its call center services, Fusion will aim to foster better relationships and trust between its clients and their customers.

There is an extensive discussion in the current Energy and Utility industry that human labor-based customer services outsourcing may not enjoy a shelf-life of more than another 5-10 years. Extensive digitalization of customer services across multiple online channels has forced customer support companies to digitalize their services in order to cater to constantly-evolving customer demands.

The complete digitalization of the modern world has completely revolutionized modern services and also forced the hand of customer support and BPO companies. They have now been made to look towards multi-channel solutions in order to cater to technology-driven millennials, which forms the majority of modern customers.

Key Challenges That Fusion Aims To Overcome

There are a number of potential challenges that could serve as stumbling blocks for Fusion in its current efforts. However, Fusion has been able to identify some of these challenges and made the necessary plans to counter these challenges. Some of these potential challenges include:

·         The need for regular improvements in the quality of customer services

One of the biggest challenges in the Customer Services industry is the constantly-evolving customer expectations and demands. As a result, it often becomes difficult for call center service providers to meet the expectations while also staying loyal to the needs of their clients. Fusion aims to address this through quality customer interactions by meeting customer expectations while adhering to client guidelines.

·         The urgent need for multi-lingual services

Most large Energy and Utility companies now have a global presence, servicing customers across international borders. With customers from differing demographics and diversified cultures, there is a need to update Call Center Services For Energy and Utility Companies to include solutions that can easily surpass language barriers. Fusion, with its global locations, aims to address this challenge by setting up local call centers to cater to the customers in their native languages while also offering customer support in English.

·         The need to offer prompt services through minimal automation

Digitalization of customer services across multiple platforms allows contact centers to automate much of their customer support offerings. However, this also opens up the potential risk of deteriorating customer service quality. Hence, the ideal solution would be to find the perfect balance between human interactions and digital automation to uphold (and even surpass) industry standards for quality customer services. Fusion aims to coordinate between minimum digital solutions and quality human interactions to offer prompt and easy solutions to the customers of the Energy and Utility companies.

·         The need to promote brand values

While digital solutions can offer prompt solutions, it is challenging to offer personalized services to customers through the automation of customer support functions. At the same time, the lack of customized solutions do very little to promote brand harmony among customers. Therefore, Fusion will conduct regular interactions between clients and the customer support executives to ensure that the latter has extreme clarity about the brand and can promote brand values through their services.

·         The need to boost new sales and customer retention numbers

Automated digital correspondences contribute very little to lead generation or new sales. At the same time, their contribution towards fostering customer satisfaction also leaves a lot to be desired. As a result, Fusion will aim to model its Call Center Services For Energy and Utility Companies to promote customer satisfaction and boost customer retention numbers. At the same time, efforts will also be made to bring in new leads and ensure maximum conversions through an effective blend of digital solutions and human contact.

While complete digitalization of services may look promising for the customer support industry, the importance of human engagements in the industry cannot be ignored. Fusion, by virtue of its new brand identity, aims to incorporate the best aspects of both segments to offer the best customer support through its Call Center Services For Energy and Utility Companies. This way, Fusion aims to empower Energy and Utility companies to be able to offer top-notch services to their customers.

About Fusion: Established in 2004, Fusion is one of the leading BPO companies in the global scene. With 22+ centers in 10 countries across the globe employing more than 10,000 professionals, Fusion offers end-to-end multi-channel contact center solutions in over 40 languages. Fusion caters to the myriad outsourcing needs of reputed brands, startups, and SMEs (Small & Medium Enterprises).

For more information, visit: https://www.fusionbposervices.com or send an email to Contact@FusionBPOServices.com.

Pod group explains the benefits of their products and describes how exactly they achieve such promises. This is what we got after a conversation with their top staff:

Identifying threats

The new SIM in the market released by Pod Group is believed to have a system that is able to detect errors, abnormal or suspicious behavior that goes within a software. This system has not only been tried and tested several times, but it has also proved to be efficient and effective in providing specific solutions. It is true that sometimes some errors are not threats and the system is built in a way to prevent false alarms from being made. The system database has been signed by about 48 honeypots, computational databases that contain valuable information, in over a hundred cities across the globe. 

Keeping stable performance while detecting threats

Some IoT solutions can trigger error messages and create chaos in your workplace however with this SIM, you can manage the key factors without having to have unnecessary involvements. The product also has advanced machine learning tools and algorithms that help the system calcite real-time attacks and create protective barriers against them. 

Compatibility

It can be disappointing to find all the benefits and services offered do not go with your current device or IoT solutions. It isn’t possible to change your IoT solutions and employee devices and so, Pod group ensures that they have a set compatible with almost all kinds of options. 

Pod group believes in complete transparency and believes in the importance of time in every business sector. For these reasons, all their products are made to stay proactive when necessary and unlike most other SIMs available in the market, Pod group ones are effective in making fast changes. ‘If any of our systems aren’t being able to respond as expected, our staff is available 24/7 to help you out’ adds the company’s CEO. 

Pod Group has a great reputation for providing reliable connectivity in over 165 countries throughout the world. Their high-speed connections and efficient tools make communication much simpler and easier. 

The IMEI Locker SIM Applet has already gained enough attention to be recognized by top technology-based companies and professionals. In recent years, business managers are rooting for ways to attract customer bases and provide absolute security. The IoT SIM is still a new idea but many believe they will hold the future of security threats. ‘We are hopeful this product of ours will make a huge impact on cyber security and usage of IoT solutions. We encourage entrepreneurs, who are stressed about information leaks to kindly contact us for our services. If they aren’t too confident regarding these, they are welcome to try it out free for a month and see if they’ve had any success. After all, the internet is our future, it is our duty to keep it safe’ stated the website owner of Pod Group. 

Contact Info

With our commitment to remain the industry leader in innovation, New York Cables always remain one step ahead of others when it comes to providing next-generation ethernet cabling solutions for the customers - both industrial and residential. Our Cat5e ethernet cables, Cat6 ethernet cables, and Cat6a ethernet cables not only meet all industry standards but also surpass them to provide ultimate user satisfaction and experience. 

We provide ethernet cables both in bare copper conductors and in copper-clad aluminum. Since these cables are bulk ethernet cables, they come in easy-to-use pull boxes. Our cables run 23AWG and 24AWG. When you shop from us, you get free shipping across the USA on orders exceeding the $99 threshold. Our return policy is also customer-centric. Such is the quality of our products that the return rate is less than 1%. 

All of our ethernet cables come in plenum-rated, riser-rated, and PVC rated jackets that are fit for usage in plenum spaces, riser spaces, and outdoor installations. The plenum rated cables come with CMP ratings. It is the highest rating for cable jackets right now. Cables with these ratings emit no hazardous gas or smoke when exposed to fire. As a matter of fact, they are fire retardant and halt fire progression in any building. The riser-rated cables are perfect for installation in riser or vertical spaces of the buildings whereas PVC rated cables are used for installation in outdoor spaces. As far as data transfer rates and bandwidth are concerned, they remain the same for each category irrespective of the jacket ratings. For instance, the Cat6 plenum cable and Cat6 riser cable will both have a data transfer rate of 10Gbps over a distance of 50 meters. The same goes for the bandwidth capabilities. 

All of our cables are TIA/EIA verified, RoHS compliant, and have been tested by Fluke DXT-1800 Versiv Cable Analyzer. As a matter of fact, we pass our cables, during the manufacturing phase -- through a rigorous testing regime to ensure that our products exceed all expectations and existing standards. Rest assured, New York Cables is the most trusted ethernet brand in the USA.

If you want your employees and agents to perform better and give their best to boost the productivity of your business then you should have a reliable business communication system to connect your employees and agents all together. This way you need to be aware about what kind of features your business communication system should hold to give you a right path which all your employees and agents follow to communicate with your customers and collaborate with each other. What are the necessary tools that make a business communication system the right choice for you?

Adaptability : First of all a right Business Phone System holds a characteristic of adapting new technology so that it could stay updated with the latest features that are necessary to drive your business in contemporary conditions.

Consistency : All the businesses want a business communication system that can provide the uptime connectivity for them to maintain their consistency. As it is the key point where the reliability of a business depends upon, because your customers rely on your services if your business have a consistent connectivity so that they can get to your representatives whenever they need.

Flexibility : A good Business Phone System holds the flexibility with which it could lead your business through the different circumstances for which it could work on the possibilities your consider can overcome your business through the hard time.

Scalability : A right Business Phone System holds the capability to help you cut down unnecessary charges for different types of services. And it should collect your business data so that you can analyse them time to time and make effective plans to increase the productivity of your business.

Vitel Global Communications is the right Business Phone System that hold the strengths of adaptability, consistency, flexibility and scalability to provide you the right services for your business and helps you make your business more profitable.

It’s also faster for clients to connect with customer support. As a result, their concerns can be handled and resolved faster, which in turn improves the customer experience and strengthens your business relationship with them.

VoIP offers more features that traditional systems

Aside from supporting multiple calls simultaneously, there are also several more features that you can enjoy from using VoIP. These features may vary from one particular service to another, but the most common features include:

• Fax
• Voicemail
• Caller ID
• Call waiting
• Call forwarding
• Call blocking
• 411 directory
• Last number redial

There are also advanced features that some service providers offer, including call transfer, return call, speed dialing, SMS, and area code selection. Many of these features come included in VoIP subscriptions, which help keep costs of add-ons low.

These are just some of the reasons why you might choose to switch to VoIP for your business communication. If you have further questions about VoIP, don’t hesitate to give us a call. Our support team is always ready to help.

5G mobile networking technology is slated to bring with it a revolution in how we use and access the internet. The new technology promises to increase download speeds, nearly eliminate latency, and reduce congestion on mobile networks. In other words, 5G is going to give Wi-Fi a run for its money. While Wi-Fi and 5G will be pitted against each other, all signs point to us likely needing both technologies to fully take advantage of the internet of tomorrow.

Wi-Fi 6 promises faster speeds, less latency, and more capacity, and there's even some overlap in the technology both use, like MU-MIMO and beamforming. Those similarities aside, 5G and Wi-Fi 6 differ in two major ways: Use cases and scope of operation.

Wi-Fi 6 is a wireless local area network (WLAN) technology that is meant to operate in an office, a home, conference center, or other crowded public spaces. 5G is a wide-area network (WAN) technology that is designed for outdoor, cellular data, edge computing, IoT applications, and other non-interior long-distance connections.

Wi-Fi 6 is optimized for capacity and density whereas 5G is optimized for coverage

Wi-Fi 6 Coverage:

The targeted applications for Wi-Fi 6 covers Carpeted Enterprise as well as retail, public venues, and hotspots, e-Learning, IoT, stadiums, and transportation hubs, interactive HD, and 4K video. 

WiFi 6 Features : Fast Speed, High Density, Greater Coverage, Increase Data Rate, Power Efficiency

5G Coverage:

5G is targeting Transportation and outdoor urban & rural fixed wireless (alternative to fiber) as well as Private LTE/5G. The common applications include AR/VR and high bandwidth video as well as the explosion of IoT including Industrial and manufacturing.

About SparkLAN
SparkLAN is dedicated to design-in, marketing and sales of a top-quality wireless solution. Our product range includes commercial grade and Industrial grade wireless modules solution. We provide technical support, consultation, and module, from customer initial development phase right through to production and beyond. Short communication channels within our organization guarantee rapid and highly competent care and attention.
 
Working closely with our customers, SparkLAN is able to advise customers on the latest trends in technology as well as sharing product roadmaps. In addition to offering technical solutions, SparkLAN also keeps a close eye on prices and lead-times, ensuring the right modules are delivered to the right place at the right time. Our ability to include flexible customer-specific logistics is also a key strength of SparkLAN. http://www.sparklan.com

From startups to Fortune 500 companies, Technology companies worldwide aim to secure their market position through disruptive innovation. As new technologies are adopted around the world, it has become increasingly important for the leaders in this sector to understand the complexity and business transformation impact of rolling out these new products and services

How can we help?

KPMG's technology professionals understand this changing and challenging environment. We combine industry knowledge with technical experience to provide insights that help technology leaders deal with their complex business models. Our professionals go beyond today's challenges to anticipate the potential long and short-term consequences of shifting business, financial and technology strategies. We also help clients explore potential obstacles to change and collaborate on critical decisions that can deliver real value to their businesses.

Media

The move to digital has had a dramatic impact on the media sector. The explosion of smartphones and tablets means that consumers have never had so many opportunities to access content. Media companies worldwide need to find new ways to adapt and change their business models to attract and engage the next generation of digital consumers in order to survive.

How can we help?

KPMG helps traditional and digital media organizations find ways to deliver media content in efficient and profitable ways. Our media professionals work with most of the world's leading media and entertainment companies, providing extensive professional advice on a whole range of operational, financial, regulatory and strategic issues.

Telecomunication

The telecom sector is undergoing huge transformation. Driven by changing consumer behavior and new mobile technology, innovative and sustainable revenue opportunities need to be found – and quickly. Increasing competition from non-telecoms providers, reduced network investments and the rise of digital media and mobile technology mean that telecoms operators need to radically change their business models and service offerings to survive.

How can we help?

KPMG's team of telecom experts work with some largest fixed, mobile and satellite companies all over the world to address their current challenges and better align their capabilities with today's consumer. Whether this means acting as a central ecosystems manager, or providing network, software and device capabilities, our global team can help define strategies to adjust to today's rapidly changing market.

Tel: +234 1 271 8955 (or 8599)

Fax: P.M.B. 40014, Falomo

Website - https://home.kpmg/ng/en/home.html

Visit link - https://home.kpmg/ng/en/home/industries/media.html

“Communication made safe & simpler”

In this fast and updated technological world when telecommunication devices have been introduced. They have been improved the efficiency in communication. Due to smart phones being portable they have taken over landlines phone. But still large quantity of landline phones is used in offices, call centers and many other places as they are reliable, effective and productive.

In the field of IT and network solution we Radiant Info Solution are one of the most leading dealer and retailer of Alcatel Phones across the world. As a Value-Added dealer and supplier of Alcatel Landline Phones, we are the retailer and dealer of best quality Alcatel IP and Analog Phones.

 An IP phone uses voice over IP Technology for placing and transmitting telephone calls over an IP network. As a dealer and retailer we offer a large variety of IP Phones such as Alcatel Temporis IP 100, Alcatel Temporis IP 150M, Alcatel Temporis IP 251, Alcatel Temporis IP 150, Alcatel Temporis IP 301. An Analog Phone is a telecommunication device that permits two or more user to conduct a conversation via cables. Being a customer oriented dealer and retailer we offer a large variety of Analog Phones such as Alcatel T06, Alcatel T16, Alcatel T22, Alcatel T26, Alcatel T37, Alcatel T50. As a dealer and retailer of alcatel landlines phones we supplies wide range of Alcatel phones depending on the customer’s need at great prices.

Radiant being a customer oriented dealer and retailer across the world we believes in offer quick and smooth services for customer’s satisfaction. As a most promising dealer and retailer we gives first priority to our customer.  We considered as an excellent retailer and dealer in the field of it and networking solutions.

For more information visit:   https://radiant.in/alcatel/

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#alcatelretailer

#alcatellandlinephonesdealer

#dealerandretaileroftelephone

HoduPBX allows high-quality, reliable voice communications by using the Internet or traditional PRI, SIP or GSM connectivity. HoduPBX is designed to offer ultimate security for business communication through the VoIP system. It also offers BLF & Presence, Fax to Email/Email to Fax, Video Call and Chat features.

Multi-tenant IP PBX Software - HoduPBX facilitates prepaid & postpaid billing, audio conferencing, payment gateway with PayPal and Stripe integrated, real-time analytics and reports, and least call routing. Also, it has united a value-added feature auto-provisioning. With this functionality, businesses can simply plug and play all major brands of IP Phones and initiate communication. Accompanying the robust communication system, HoduSoft’s IP PBX software is capable of granting unprecedented user interface and experience, connectivity from office through mobile and through a browser interface.

“We are focusing on developing and delivering world-class products with robust features to our global clients spread across 30 countries and 6 six continents. We understand the need for a quality and stable product for effective communication, hence, the software is updated with the new functionalities every quarter based on the customer needs,” said Mr. Lalcheta (Co-Founder & CTO) at HoduSoft.

The spokesperson of the organization shared that their customers can also get customized IP PBX software as per the nature of their business & industry they serve. Whether a business needs to empower secured communication or improve efficiency at the enterprise level, HoduPBX is a perfect choice.

In addition, as most of the time telephony businesses need to perform multiple tasks simultaneously, HoduPBX enables multi-level IVR, call screening, barge-in, selective acceptance, blind & attended transfer, ACD, ring groups, time conditions, and many other facilities that improves efficiency and effectiveness of business operations. In addition, HoduPBX offers a reseller module, queue monitor & SMS integration as Add-on Features. In short, apart from secured communication, IP PBX software enables plenty of opportunities to expand business growth and embrace competitive advantages for the Internet Telephony Service Providers (ITSP’s) and Internet Service Providers (ISP’s) to offer Hosted PBX services.

About the Company:
Hodusoft is a leading business VoIP software provider since 2015. The company holds more than 50 partners worldwide that represent several products of HoduSoft including HoduPBX, HoduCC, HoduConf & HoduBS. With hands-on experience on numerous communication projects, we quickly understand customer requirements and designs the products that are efficient as well as user friendly.

Source - https://www.newswire.com/news/hodusofts-advanced-hodupbx-multi-tenant-ip-pbx-software-with-unlimited-21156426

The new logo is a representation of growing focus on developing innovative technologies with the enthusiasm and agility to outdo itself.

Blue represents innovative technology which has been proved time and again with the strong product portfolio ranging from microservice based digital financial platform, unified communications solution to solid interconnect billing.  

Orange colour in the logo is synonymous with the exuberant and skilled talent pool that lays the foundation of company’s market expertise.

Manoj Jain, Chief Operating Officer at Panamax said, “We are very excited to add a fresh perspective to our logo syncing it with our global appeal. The new colors on our logo represent ‘Stimulating Technology’ through bright hues of Blue and Orange. We are very thrilled with the energy this new logo brings with itself and expect to flourish with the support of our expert team.”

The rebranding of the Panamax logo and the website underscores the resolve to steer the business evolution towards exploring new business opportunities. The company looks forward to reinventing itself while being committed to its values, vision and mission.

Panamax also recently moved its corporate headquarters to Quentin Roosevelt Boulevard, New York in order to increase the service space for its flourishing team.

About Us

Panamax Inc. is successfully scaling the international markets and helping telecom operators, BFSIs, MNOs & MVNOs to do business with advanced technologies. The company delivers innovative technology and fintech solutions helping customers to streamline their business operations while generating new revenue streams. The robust Fintech product suite includes Digital Financial Solutions like MobiFin, Core Banking System, e-Lend, and MToolKit as well as Customer Value Management products like Campaign Manager and Loyalty & Rewards. The Telecom product suite offers Interconnect Billing, Roaming, Fraud Management, Revenue Assurance, and Class 4/5 switching solutions.

Source - https://www.newswire.com/news/panamax-inc-revamps-its-corporate-brand-identity-20928995

Panamax, the technology arm of Bankai Group, is a global leader in providing telecom and digital financial solutions. MobiFin, the Digital Financial Solution by Panamax, is amongst its top-notch products. The platform benefits MNOs, MVNOs, mobile wallet operators, banks, financial institutions and aggregators in creating their own customized digital ecosystem. It offers scalability and ease of operation by fusing mobile banking, money, wallet, top-up & bill payments solutions into one common interface. Panamax’s telecom offerings include market-proven Billing, Switching, Provisioning, Transaction and Service management solutions, assisting millions of users over networks spread across the globe.

About Carrier Community

Carrier Community (CC) is an exclusive global telco industry networking and branding platform for the wholesale telecom service providers and telco eco-systems partners. The 4^th Annual Carrier Community – Global Awards (CCGA) will be held on August 25, 2020, at the Marriott Hotel in Berlin. Regional and global operators come together at CC Global Awards to celebrate innovative achievements and the best players in the industry.

Source - https://www.newswire.com/news/panamax-nominated-for-the-best-innovative-software-provider-award-21152388