Frequently Asked Questions
( FAQs)

A contact center solution refers to a comprehensive system which aims to not only manage but also to streamline the channels of communication between a business and its clients. A number of contact center solutions always integrate multiple communication features and tools with the aim of facilitating effective and efficient customer interactions, support, as well as data management.

A call center solution mainly refers to the set of technologies, tools, as well as services, which are mainly designed to ensure that there’s effective and efficient voice communication between the business and customers. While contact centers offer multiple channels of communication, like emails, live chat, social media channels among others, call centers mainly focus on the voice element.

A phone system, which is also referred to as a telephone system or telephony system, refers to a communication network specifically designed with the aim of facilitating voice communication through the use of telephones.

The main components of contact centre solutions include:

Multichannel Communication: This permits interaction via different channels like voice calls, social media, emails, and live chat among others.

Automatic Call Distribution (ACD): This ensures that incoming calls are rerouted to the most appropriate customer service agent based on a particular criteria, with the aim of making sure that there is efficiency in the manner in which calls are handled.

Interactive Voice Response (IVR): This refers to an automated system, which interacts with the callers, collects information, besides directing the customers to the most appropriate agent or department.

Call Recording and Monitoring: This not only captures but also archives conversations with the aim of ensuring quality assurance, training, and compliance among others.

Analytics and Reporting: This offers various sorts of insights into call performance, customer behaviour, as well as the overall efficiency of the contact centre via data analysis and reporting tools.

Customer Relationship Management (CRM) Integration: This ensures connection with CRM systems with the aim of offering access to customer information, history, as well as preferences. CRM integrations ensure provision of personalised interactions.

Live Chat and Messaging: This enables real-time text-based communication between the customer service agents and the customers with the aim of ensuring that issues are resolved quickly.

Social Media Integration: This feature aims to not only monitor but also to engage the customers on social media platforms. It ensures that there’s a consistent brand presence as well as timely responses to the issues faced by the clients.

Outbound Dialing: This feature facilitates proactive outreach to customers for surveys, promotions, or other communication initiatives.

Businesses, regardless of their sizes, stand to gain a number of benefits when they have effective contact center solutions. Implementation of a contact center solution is always a strategic investment, which not only improves the level of satisfaction of the customers but also significantly contributes to overall operational efficiency as well as organisational success. Some of the main benefits of implementing an effective contact center solution include:

Improvement in the level of customer service: Contact centres offer multichannel communication, which allows the businesses to be in a position to seamlessly interact with their customers through various channels. This makes the businesses meet their preferences besides providing a seamless experience.

Efficient Handling of calls: Via features like Automatic Call Distribution, businesses are always in a position to route incoming calls to the most appropriate agent. This minimizes the waiting times for the clients thereby enhancing the manner in which the calls are managed.

Improved Customer Experience: Through CRM integrations, agents are always in a position to seamlessly access client information, as well as all the interactions which the clients have had with the business, thus enabling them to offer personalized as well as context-aware assistance.

Enhanced Productivity: Contact center solutions always offer a single interface that’s always used by the agents to be able to access information, tools, as well as communication channels. This reduces the need for the agents to switch between different systems.

Real-Time Monitoring: Through contact center solutions, supervisors are always in a position to review and evaluate the performance of their agents in real-time. This always gives them insights which they can use to facilitate ongoing training as well as to ensure quality assurance.

Data-Driven Decision Making: Contact center solutions always come with analytics and reporting features, which offer detailed insights into the behaviour of the customers, performance of the agents, as well as insights into the overall efficiency of the contact centers. This aids the management of the business when it comes to making informed decisions.

Quick Issue Resolution: Contact centre solutions have live chat and messaging features, which are crucial in ensuring real-time text-based communication. Through this, the agents are always in a position to resolve issues swiftly in a manner that improves customer satisfaction levels.

Optimized Workforce Management: Contact center solutions are always beneficial for organisations when it comes to optimization of the staff levels, schedules, as well as resource allocation.

Cost Efficiency: Contact center solutions always provide different kinds of automated tools like FAQs as well as knowledge bases, which minimizes the need for agent involvement in routine queries.

Scalability: Contact centre solutions always enable businesses to scale so as to accommodate changes in call volume, or other business needs.

Customer Retention: Contact center solutions ensure consistency in the services being offered to the customers. Reliable and consistent customer service experience always plays a huge role in ensuring higher customer retention rates.

A virtual contact center solution is a cloud-based or software-as-a-service (SaaS) platform, which enables businesses to not only establish but also to properly manage the operations of their contact center remotely. Virtual contact centers always leverage cloud technology, which is more flexible, scalable, and accessible.

Onsite contact centers or traditional contact centers are reliant on on-premises infrastructure and hardware.

An agent refers to the person responding or interacting with your clients via Telvoip.

Our solution is for any business, regardless of their size. We believe that all businesses, whether small or big, need to improve on how they engage with their clients. We do not enforce any restrictions in regards to the number of agents you must have for you to use our service.

You do not need to buy anything. Our solution is cloud based. It takes minutes and you will be ready to improve on how you engage with your clients.

No we do not. We just offer the solution for use by your agents

Simple. Sign up on our Sign Up page. Sign our contract. And go live!

We charge monthly fees per agent based on the pricing package that you select. You can always scale up and down when you need to.

The only other fee that you’ll pay is to make outbound calls, as well as the costs associated with the SMS. A breakdown of these costs will be provided during the onboarding process.

The main differences between Virtual and Onsite contact center solutions is always on the infrastructure, how they are accessed, and their operational models. The major distinctions have been provided below: