Asterisk Service, a unit of globally reputed VoIP technology leader Ecosmob, announced introduction of full-featured call center solution designed to enhance customer experience. Speaking on the occasion the company’s VP said that the contact center solution is omnichannel. It includes Facebook, Instagram, LinkedIn and Whatsapp—the four most popular social media channels. This is in addition to all round improvements in the usual call center features that now take on a degree of smartness with infusion of artificial intelligence. The result is customer delight.
Focusing on the social media aspect of the omnichannel features, the company’s VP said that people these days prefer interaction across social channels and welcome it when companies pay attention to their choices. For agents it is a trivial matter to keep watch through the unified dashboard, observe activities, jump in and engage customers in the channel of their choice. It then becomes easy to switch to phone, email, fax, chat or video call to continue the engagement.
Talking about video features he went on to say that inclusion of WebRTC permits video and audio chats. Customers enjoy it when they can see the agent in a virtual face-to-face conversation. It inspires trust and promotes interaction in a far better way than what coldly impersonal audio ever can hope to achieve.
Continuing on the features of Asterisk Service’s contact center software he went on to say that for customers it is a nightmare to dial helplines and get to speak to an agent. Usually their call goes into an IVR. The IVR is included in the call center software but it is dynamically configurable to allow customers to contact agents or leave behind a callback message simply by pressing a key. Frustrations vanish. Their purpose is accomplished. Customers are happy with the outcome.
Expanding further on the customer-centric call center solution he stated that CRM integration is part of the service. Existing customers who call do not need to furnish details. Their record is displayed on the screen for the agent and he can get right down to business. The CRM also captures leads and diverts them to agents according to their skill and customer handling expertise. Data flows into the CRM and data in the CRM can be used to engage with customers through cold call campaigns or simple SMS or voice broadcasts. AI integration into various functions actually helps the system become smarter through learning and in recognizing patterns. For instance, AI in the call center solution can sense to some degree mood of the caller or identify country from where he is calling and automatically select language. Success of call centers and of businesses relying on such call centers depends to a large extent on the people and the software. In the case of Asterisk, their software for call centers is about as perfect as it gets.
Business enterprises wishing to adapt Asterisk Service contact center software may get in touch by phone on 91-79-40054019 or 1-303-997-3139 or chat live on https://www.asteriskservice.com/call-center-solutions.