Video and Slides
Outline of Intelligent Call Center Software to Empower Your Business
Arpit Modi, Cofounder of iNextrix Technologies Pvt. Ltd.
- What is a call center solution?
- What is an intelligent call center software solution?
- What are the key features of an intelligent call center solution?
- What are the common challenges faced by businesses?
- How intelligent call center software resolve the challenges faced by businesses?
- What are the major benefits of using an intelligent call center solution in your business?
- What is iCallify?
- What makes iCallify standout among other call center solutions?
iCallify empowers thousands of businesses of different sizes. It comes with some amazing features that introduce automation to improve customer experience, boost team productivity, and improve ROI. Some of the popular features of this software include: predictive dialer, sticky agent, skill based call routing, soundboard avatars, and remote agents.
Customer experience is the driving factor of success in businesses, call center solutions have gaining the center stage in the business toolkit. The intelligent call center software is the most advanced call center solution in the industry at the moment. To explore more information about one of the leading intelligent call center solutions, visit https://inextrix.com/icallify.
Presentation Review
You can ask Arpit questions in the comments section of this weblog, or contact Arpit directly, his info is at the end of his presentation.
Arpit provides a good summary of the iCallify product, an intelligent call center software, built using the latest technologies and smart algorithms. iCallify can be deployed directly by a business (on-prem or in the cloud), or through a local system integrator / service provider (multi-tenant support) that can offer it as a service to their business customers.
I particularly like Arpit’s presentation as its a straightforward explanation of the businesses challenges across customer-facing operations (sales, marketing, and support) and how their intelligent call center helps address those challenges; with straightforward language like ‘algorithms’ rather than the passé marketing term AI.
Thank you Arpit for a great presentation 🙂
Thanks Arpit for a great presentation. I have a few questions:
1) What has been your experience in using WhatsApp as a customer communications channel?
2) How have your enterprise customers and their customers reacted to using social media as a channel? Are their privacy concerns?
3) Across all your deployments is through service providers / SIs or direct with enterprises more common?
4) Automated agents / chatbots are gaining lots of attention, what’s your view on them?
5) As we slowly emerge from the pandemic, what do you think will be the top customer communication issues?
6) Which specific industries are using the call center software most for their business communication?
7) How do you get it started if someone wants to use your call center software?
Thank you once again Alan for providing the opportunity to give a presentation in TADSummit Asia.
1) What has been your experience in using WhatsApp as a customer communications channel?
Arpit: It has been a great experience to see our customers getting more business and customer delight with it. WhatsApp has become part of our routine life and having it as a communication channel has become unavoidable.
2) How have your enterprise customers and their customers reacted to using social media as a channel? Are their privacy concerns?
Arpit: They are glad and excited because social media platforms are used by customers to share their thoughts, experiences, etc. Adding it into the intelligent call center software made its use straightforward for enterprises and their customers. There are no privacy concerns as we use official APIs and a secure connection to assure privacy protection.
3) Across all your deployments is through service providers / SIs or direct with enterprises more common?
Arpit: Both are common as we offer intelligent call center software to system integrators, service providers and even to direct users. We also have some partners and we invite more partners to join this growing business and sell the intelligent call center solution.
4) Automated agents / chatbots are gaining lots of attention, what’s your view on them?
Arpit: Chatbots are excellent in automating cumbersome and repetitive jobs. You can say a modern version of IVR. But, they cannot replace real agents. Still, human carries out complicated conversations and for that human agents are required.
5) As we slowly emerge from the pandemic, what do you think will be the top customer communication issues?
Arpit: Pandemic might not add up to the customer communication challenges in my opinion. Some common issues might get amplified such as difficulty in articulating an actual problem, being impatient, etc.
6) Which specific industries are using the call center software most for their business communication?
Arpit: Nowadays, all industries, which are concerned about their customer experience and retention as well business growth, use this software. Major users are healthcare, pharma, eCommerce, software companies, BPOs, call centers, banks, insurance companies, etc.
7) How do you get it started if someone wants to use your call center software?
Arpit: We first understand their current and future needs and based on that propose them a solution or required customization. Based on the agreement, then we deploy the solution and provide free training and support. Anyone can also use our 14 days risk free trial before getting into buying mode.
Please feel free to ask if any further questions.