Omnichannel Call Center Solution India during COVID 19 Pandemic


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Omnichannel Call Center Solution India during COVID 19 Pandemic


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Technology innovations are benefiting all industry verticals. The call center solutions are one of the major technological inventions. The omnichannel call center solution is the latest and the most advanced software gifted by technological inventions. This type of call center solution offers an amazing range of features being an advanced call center software. Moreover, it offers unified communication to the agents and supervisors in the call centers or any other businesses that use this type of system. Generally, an omnichannel call center solution supports the following channels of communication:

·         Audio calls

·         SMS

·         Email

·         Fax

·         Instant messaging (chat)

The advanced and innovative providers have added even more channels of communication in the omnichannel call center solution as listed below:

·         WhatsApp

·         Facebook

·         Twitter

·         Video calling

·         Screen sharing

The omnichannel call center software India comes with all the above mentioned features and support for different communication channels, plus, some additional features added to the system in a way that Indian businesses can leverage many benefits. India has different legislation and standards to follow, which are incorporated in the call center solution India.

The world is fighting against the pandemic. The world novel Coronavirus has shifted things upside down. There is a lot of panic among people and this has created many issues. The businesses are facing many challenges because of COVID 19.

In the current situation, the use of omnichannel call center software can be very beneficial to the call centers and businesses. In fact, this is the time to get this solution if you are not using it already.

This system helps businesses reach for help via multiple and their preferred communication channels. This lets the customers feel valued as they can reach for help through their preferred mode of communication. This helps in building a stronger bond with the existing customers.

Some call centers or businesses, more and more customers call due to COVID 19. If you are dealing with the spike in the calls because of the world novel Pandemic, then implementing multiple communication channels can help you distribute the load. All the customers who might be calling on the number may get distributed. For example, some may call on the number, some may use the live chat, and some just send a WhatsApp message for the communication. In fact, in India, WhatsApp is the most preferred mode of communication among millennial and Gen Z which cover the biggest part of the Indian population.  Thus, using an omnichannel call center solution India can help call centers in multiple ways.

On the other hand, if your business is on the other curve on which businesses are facing recession and losses. In this case, using this system is even more important. In India, it is more likely that customers put their business on hold or they cancel them. Run a campaign to educate customers about using your services. You can also run a campaign to share different offers you have introduced to increase sales.

Author works in a company which offers call center solution, VICIDial customization, call center CRM integration, web phone, and many other unified communication solutions.


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