Why Unified Call Manager in Lahore is Essential for Digital Transformation?

Unified Call Manager in Lahore: Introduction

Today, remote working has become a norm with teams being more geographically expanded than ever, which has increased the demand for reliable systems for unified communication. Businesses cannot underestimate the importance of getting different units together for face-to-face interactions and weekly updates. Unified communication is necessary for business growth, keeping customers and employees connected, promoting collaboration, continuing routine business functions and ensuring the provision of excellent services. Today’s tech-savvy consumers want to access highly personalized and responsive communication with enterprises. This necessity has made Unified Call Manager in Lahore an important pillar of IT strategy for enterprises. Unified communications also influence customers’ purchasing decisions. Let’s explore how a unified strategy transforms business communication and collaboration.

What Unified Call Manager in Lahore Offers?

A unified call manager or unified communications manager offers telephony solutions for businesses integrating video, voice, messaging and other features in a single platform. In Lahore, businesses also need a reliable and efficient communication system because traditional ones do not meet the growing demands of modern businesses. This deficiency leads to dropping sales opportunities, limits scalability and results in high maintenance costs. A unified communication strategy can help to address all these challenges. It not only streamlines communication but also integrates all communication technology into a centralized system. This, in turn, also improves customer interactions and enhances productivity. Integrate this innovative technology into your business to develop a healthy customer base.

A Cloud-Based Solution for Businesses

A unified communication system unified your enterprise communication channels such as email, voice, messages, SMS, audio and video conferencing. UC evolved when enterprises started to integrate IP networks to transfer voice e.g. Voice over Internet Protocol. These solutions allow businesses to get rid of wired PBX handsets. Unified communication has emerged as an essential part of a digital transformation strategy for enterprises while hosted cloud-based systems have guaranteed future-proof infrastructure. Thus, a unified call manager can be described as a cloud-based business communication solution that streamlines systems, processes and people into a single platform. It allows real-time, omnichannel communication, team collaboration, process automation, agent monitoring etc.

Why is UCM Important for Businesses?

This is because it integrates different communication tools of a business into a single streamlined interface. Enterprises need this system to improve productivity and their user experience so they can switch easily from one communication mode to another during a single session. Various UC systems can easily integrate with third-party apps to promote efficient workflows and centralization of information. COVID-19 has enhanced the importance of unified systems to enable remote work.

Enhanced Efficiency

Unified communication streamlines your team collaboration and operations by reducing the likelihood of downtime. Furthermore, employees can easily share information and can conduct meetings. The centralization of resources and information further empowers organizations to take important decisions confidently and quickly.

Streamlines Communication

The centralization of tools and resources in a single interface streamlines the employee’s communication.  Users can easily move to different channels without the need for extra tools.

Cost Effective Solutions

The idea of combining your business communication channels into a single integrated platform may seem costly but it is a cost-effective solution. Moreover, most unified communication systems use cloud technology without the need for servers and handsets. This reduces the need to invest in hardware. 

Offer a Better User Experience

Since a few years ago, video calling has emerged as a top priority for many enterprises instead of physical presence. Unified Call Manager in Lahore provides high-quality and speedy video conferencing facilities and chat features. This allows users to enjoy a good customer experience.

Simplify Global Communication

Management of global business can be daunting tasks for business owners especially when different branches of the same business tend to use different communication applications. Moreover, it can cause discrepancies in user experience and can affect communication. A cloud-based UCM can promote information flow throughout the branches and makes collaboration much easier. Moreover, video conferencing features have reduced the necessity of travelling long distances to attend meetings.

Provide Scalable & Flexible Infrastructure

Companies can scale up and down with unified communication. Meanwhile, there is no need to install physical infrastructure such as phone lines and new users can easily set up within a few clicks.

Accessible For Remote Workers

Most enterprises depend on employees that work remotely. Without UCM, they need a physical setup in their home which comes with huge costs. However, unified communication solutions have enabled employees to access communication tools through mobile devices and laptops to collaborate effectively.

Suitable for the Future Needs

Companies need to adapt to the changes to stay competitive. Unified communication platforms continuously develop with the latest technology. Thus, you can ensure an up-to-date communication infrastructure for your business communication to transform your business according to future needs.

What Features Cherry Berry UCM Offers?

Cherry Berry UCM (unified call manager) offers call center solutions, call center services, IP PBX services, IVR autodialer, and CRM solutions. 

• Call Center Solutions: This communication platform streamlines a company’s call processing operations and enables monitoring of agent performance and customer interactions. It helps companies in managing inbound and outbound call processes. 
• IP PBX Services: This advanced telephony service uses internet protocol technology to offer cost-effective communication solutions for all-size enterprises.
• Call Center Services: Outsourcing call center services offer great benefits for companies as it enables professional call management and allows businesses to focus on core business operations while keeping their customers intact and engaged. 
• IVR Auto Dialer: Interactive Voice Response systems come with auto-dialling facilities, routing inbound calls and automated outbound call features that enhance customer service quality and agent productivity.  
• CRM Solution: CRM refers to customer relationship management software that compiles customer data, develops a stronger customer base and streamlines marketing, sales and services processes.

Bottom Line

Companies can shape their communication infrastructure through Cherry Berry Unified Call Manager in Lahore to connect, succeed and collaborate. Switch to a unified communication platform to improve team productivity, ensure seamless omnichannel communication, improve customer experience, save high costs, access business analytics and increase network security. Contact us today to take your business to the next level and also stay higher in the competitive curve through unified communication. 

That’s How Cloud IP PBX is Good Choice For Your Business

Why Choose Cloud IP PBX For Your Enterprise?

Today, enterprises need a feature-rich phone system that can adapt to the demands of changing technologies. In recent years cloud IP PBX phone systems have gained popularity as effective communication is key to success for any business. These systems offer a robust phone system equipped with the necessary tools and features. Companies are no longer required to make any installations and do not need to allocate a heavy budget for the maintenance of equipment. However, before moving ahead towards this flexible and feature-rich phone system to manage your communication infrastructure you should know whether a cloud-based PBX system is the right choice for your business or not. This is because this system may not be a suitable option for you in case of not having a reliable internet connection. Let’s explore the way a cloud-based PBX can transform the way your business communicates.

Key Takeaway: What is Cloud IP PBX?

A cloud-based IP PBX, virtual PBX or hosted PBX is typically a phone system that does not need traditional on-site hardware to communicate. Instead, companies operate their calls-related processes through the cloud that works as a central hub for voicemail, call routing and forwarding and other telephony functions. This system needs good internet connectivity to transfer voice data that offers a robust, efficient and budget-friendly communication solution.

A private branch exchange system or PBX system in short allows businesses to communicate within and outside their company premises through this telephony network. It is not similar to residential services but comes with additional features such as extension dialling, call conferencing, automated attendant, hour settings, customer waiting queues and a lot more. IP-based PBX solutions completely depend on the internet. It does not depend on hosting software on servers like various digital systems, a cloud PBX hosts and stores data in the cloud. 

How Does It Work?

This internet-based phone system keeps the ability to completely transform your communication infrastructure. The PBX service providers provide PBX equipment and plug your desk phones into a router to handle telephony features through a server located in the physical location of the service provider. This system routes incoming calls and allows call transfers to other extensions. Companies have to make huge investments in setting up and maintaining the on-premises PBX system. Moreover, they also have to look for other communication solutions for remote employees. In a cloud-based system, all data stored in the cloud reduces the inconvenience caused by traditional systems. These systems reduce the costs of scaling and managing old phone network infrastructure connected to landlines.

The functions of on-premises PBX hardware shifted to the cloud. Now, employees can download the software on internet-connected devices of their choice to perform their routine tasks. Their presence is no longer necessary on the desk to use their work phone number. Rather, companies can connect their employees through wireless networks. Additionally, some companies also make investments in Ethernet cables for each desk in the company to enhance call quality and decrease interruption. The staff of the company can access this cloud-based system through a dedicated VoIP phone application on any device. On desktop computers, this application can easily integrate with local applications.

Are Digital & Cloud PBX the Same?

Cloud IP PBX systems are evolved from digital on-premises systems with the same level of functionalities. However, they have differences in terms of the location of equipment and its maintenance. In the on-premises system, the PBX equipment contains large hardware units that store on location. Companies have to invest a lot of money in such systems due to the need for special storage facilities and large system sizes and requirements. Additionally, they must allocate an amount for its maintenance as such complex systems require a lot of professional attention. PBX switchboard helps to monitor digital systems.

Meanwhile, cloud PBX has all the functionality of a digital system but eliminates the necessity of hardware due to operating in a virtual space. This system not only saves your business costs on complex installations but also reduces the need for maintenance. Due to their ease of use and offering functionality of the digital PBX system, they have become the first choice of modern businesses.

Key Advantages of Cloud-Based PBX

Offers Cost-Effective Solutions

The most important perk of a hosted cloud PBX system is its reasonable costs. Your company does not need to buy any physical equipment except VoIP-enabled desktop phones. Companies can route all calls to workers’ phones without any maintenance and installations. Due to cloud availability, your business can handle phone lines, maintenance and update needs. Moreover, employees can make unlimited calls without the worry of extra charges.

Ensure Flexibility & Offer the Best Features

Cloud-hosted solutions enable your businesses to make countless calls through internet connections. In case of moving your business to a new location, you don’t have to face the difficulty of shifting equipment except for phones. Cloud-hosted PBX systems allow the administration to make changes in your phone system and enable employees to access their portals to get the necessary information.

Geographic Independence & Allow Disaster Recovery

Old landline systems are prone to disasters as well as wear and tear that can cause an extended outage of phone service. Cloud IP PBX systems not only facilitate employees to stay connected through a unified approach but employees can switch through different branches without location boundaries. This promotes seamless collaboration and reduces long-distance communication charges. Meanwhile, there is no communication downtime issue in cloud-based systems as it offers continuous services in challenging times. 

Final Thoughts

In case you are considering switching your business from the old PBX system to the new cloud phone system or want to establish a new one, contact us. Cherry Berry UCM Cloud IP PBX solutions offer matchless flexibility, scalability and cost-efficiency. The best part about our system is its ability to integrate with other communication technologies. Take benefit from the transformative power of our cloud-based solutions to enhance the quality of customer service and productivity, staying ahead in the competitive marketplace. 

Best Inbound Call Center Solution To Make Your Business Successful

Significance of Inbound Call Center Solution For Your Business 

To be successful in today’s global competitive marketplace, businesses need to strengthen their customer base. It is a visible reality that successful enterprises have loyal customers while the rest of the companies have to struggle hard to achieve this stature. Garnering interest in your business offerings is a more challenging task than maintaining good relationships with existing customers. This is why call center services must stay focused on their objectives, handle all situations and take actions that can help to achieve customer loyalty. Inbound Call Center Solution can help enterprises in customer service, marketing, sales and technical support. However, businesses should go for inbound call center solutions that meet their business needs. 

What is an Inbound Call Center Solution?

Cost savings and improved customer services are some motivating factors for companies to outsource their call center services. Outsourcing an inbound call center is a more suitable and profitable option when it comes to enhancing revenue and routine business operations. This enables businesses to enhance the efficiency of their workforce and the satisfaction rate of customers as well. An inbound call center manages a high volume of inbound phone calls or customer’s incoming calls for sales, customer service, appointment scheduling, technical support and much more. Timely support and help through excellent inbound call center services can improve the satisfaction level of customers. 

How Does Inbound Call Center Solution Work?

The inbound call system is responsible to take all your business-incoming calls and automatically route them to the relevant agent or department. The staff manage the calls according to the customer requirements. Sometimes, the inbound calls are automatically transferred to available agents based on time and call type. The customers may have to place on hold in case of agent unavailability. Companies can also access real-time performance insights of inbound call agents to enhance efficiency. Inbound call centers handle their call flow and track customers’ information using many software programs and tools including customer relationship management software (CRM), call routing software and analytics tools etc.  

Is There Any Difference Between Inbound & Outbound Call Centers?

Most people aren’t familiar with different types of call center services e.g. inbound and outbound. An inbound call center helps to manage incoming calls whereas in an outbound service, the agent makes calls for marketing purposes. The latter also refers to telesales canter as they involve in leads generation and selling of services and products. Moreover, an inbound call center manages customer inquiries and an outbound call center remains focused on marketing and selling products. The prior one belongs to the customer service department of a company while the latter often links with the sales department. Inbound calls are handled through VoIP software while outbound call centers depend on a predictive dialer. The goal of the former one is to achieve customer satisfaction while outbound call centers work to generate sales and leads.  Many companies hire such call centers that offer both outbound and inbound call services and refer to multichannel or omnichannel call centers. 

Important Features of Inbound Call Center Solution

Though the inbound call center solution contains a wide array of features, the following are some common ones. 

• Interactive Voice Response: This system enables customers to interact with a digital recipient using voice commands. IVR technology is mostly used to route calls to relevant agents or customer service representatives. 
• Call Monitoring: This feature allows the administration to monitor customers’ calls in real time for quality control. They can identify areas where agents or representatives of customer service need improvement to manage customer queries.
• Call Recording: It allows to make a recording of customer interactions for quality enhancement and training of agents’ purposes.
• Call Reporting: This feature gives insight into the performance of call center agents e.g. the number of customer complaints they resolved, time duration of each call and number of calls they answered. 
• Automatic Call Distribution: It helps to route calls considering the nature of the call, location of the customer and time of the day. 
• Updated Wallboard: Through this wallboard, agents and managers can see the performance of the call center in addition to the efficiency and quality of each call and traffic volume to estimate areas of improvement.
• Self-Help Facility: Customers can also speed up the call process through self-help instructions following automated IVR. 

Advantages of Inbound Call Center System

From reducing operation costs to enhancing customer satisfaction levels, an inbound call center helps businesses to improve sales.

Improved Customer Experience

Today, every customer wants to get their issue resolved as quickly as possible so they also want to receive special attention. Call centers ensure to route their calls to the appropriate agent and monitor calls to reduce wait times, improve quality and enhance sales data. Satisfied interaction means more leads into your sales funnels. 

Enhanced Operational Efficiency

An inbound call center that fits your business needs not only lowers overall operation costs but also improves productivity levels. Call centers are equipped with the right tools and technology that improves service speed and quality.

Make Management of Higher Traffic Easier

If your business has to deal with high call volume, then an inbound call center solution is ideal. They can handle a bulk volume of calls without compromising on the quality of services. This means your customers can seek help even during peak hours.

Enhanced Sales & Leads Opportunities

Typically, outbound call center services help to generate leads but inbound services also have a significant role. A higher level of customer service experience means achieving loyal customers. They will share their good experience with others that contribute to the marketing of your business.

Cost-Effective Solutions

A well-designed inbound call center offers cost-saving advantages for your business. Additionally, a cloud-based call center offers more affordability and scalability.

The Final Thought

Cherry Berry UCM Inbound Call Center Solution is a more economical option for businesses that includes all key features. You can increase your business’s operational efficiency, impress your customers and take your business to the next level. Thus, outsource your business call center processes to market your products and save your investment and resources. 

Deliver Excellence with Right Call Center Solution Software

Enhance Customer Service with Call Center Solution Software

We are living in an era where businesses are competing to provide excellent and exceptional customer service experience to earn reputation and profit. That is why most enterprises believe in outsourcing call center services to meet customers’ expectations at the right place and time. However, with changing technology and trends, companies that have outsourced their call center services may demand change which is not always an easy feat without a Call Center Solution Software.

Why Need Call Center Solution Software?

Today’s business community prefers to move such automated sources that can easily integrate with existing business frameworks. One such advanced technology is Call Center Solution Software that a call center uses to enhance its routine operational efficiency. These solutions are scalable, secure and efficient and can easily integrate into the existing system. Moreover, it also empowers enterprises to keep their customers well-engaged and loyal to the brand by outsourcing call-related processes.

You can get Cherry Berry UCM call center services to run your call-related processes efficiently, reduce management time and easily answer customer queries. With our help, your company can stay connected with your customers and get them engaged 24/7/365.  We offer an improved outsourced support system for enterprises that help businesses to achieve their end goals. Moreover, we plan the calling infrastructure for a business by keeping in view the unique needs of an organization.

Important Features of Call Center Software

By implementing call center solution software, enterprises can enhance their response time, improve customer satisfaction levels and can even monitor their agents’ performance anytime. It contains the following important features:

• Interactive Voice Response: This feature enables customers to interact with a digital recipient presenting a menu of options through their smartphone keypad. Moreover, it is helpful to route a customer’s call to the right department and handle routine inquiries without an agent.
• Call Recording & Monitoring: Business administration can monitor call recordings to ensure the quality of services, resolve issues and to trained agents. 
• Automatic Call Distribution: This important feature automatically routes incoming calls to the most suited department or agent to reduce wait times. 
• Omni-Channel Support: Latest call centers give customers access to multi-communication channels like social media, email, chat etc. This further leads to a more personalized customer experience. 
• CRM Integration: Its integration with customer relationship management enables agents to access customer information and history immediately for personalized interactions.
• Detailed Reporting: Detailed insight into call volumes, trends, agent performance, customer satisfaction etc further helps management to analyze which areas need improvements.

Benefits of These Solutions For Businesses

The unified interface in the call center solution enhances the efficiency of your team and offers you:

• Operational and analytical insight
• Access to customer profile
• Real-time tracking and monitoring of data
• Enhanced customer relationship management
• Simplify customer experience
• Meet customer expectation
• Personalized customer service
• Detailed reporting
• Comprehensive workforce optimization
• A variety of customizable features

Additionally, it also empowers you to analyze each and every process of your business and communicate with customers through multiple digital channels in one software. Its omnichannel communication and call routing features improve agent productivity and offer a more personalized experience for potential customers.

Bottom Line

Before choosing a Call Center Solution Software for your business, it is important to consider your business requirements to get success. Invest in the service that transforms your customer support process and optimizes inbound and outbound call center operations. In this way, companies can develop everlasting relationships with their customers and can stay ahead of the competitive curve. Schedule an appointment with our team of experts to achieve your goals and maximise your turnover. 

Transform Your Business Customer Experience with Outbound Call Center Solution

Outbound Call Center Solution: A Way for Improved Customer Experience

Customer engagement and satisfaction have always been important to establish strong connections between enterprises and customers. For years, call centers have facilitated businesses to achieve the feat of building up everlasting relationships through inbound and outbound solutions. Let’s dive deep into how an Outbound Call Center Solution contributes to business growth and helps enterprises achieve brand loyalty.

What is an Outbound Call Center Solution?

Nowadays, businesses outsource their call-related processes to provide a unique customer experience. They do not want to miss even a single sales opportunity out of their sales funnel. Call centers offer two types of solutions for your enterprises and you can opt that suits your business requirements. Typically, businesses need to hire call center services to manage their inbound and outbound call solutions. Both of these solutions are different as an inbound call center receives and handles customer calls while an outbound call center initiates calls. In short, former ones tend to offer enhanced customer support based on later ones that enhance sales. 

Outbound call center solution enables enterprises to manage their outgoing calls for sales and support and keep customers intact and engaged. The relevant software contains cloud-based technology that stores customer data to enable agents to make calls for a better customer experience. Thus, the primary function of an outbound solution is to focus on sales and stay connected with existing customers. Agents do outbound calls to:

• Make collections
• Get follow-up on leads
• Promote new brand offers
• Make sales calls
• Conduct market research
• Raise funds

Why is an Outbound Call Solution important?

Its role is significant for enterprises as it boosts sales and offers new opportunities to convert leads into loyal customers. A well-planned calling strategy can help you win customers over the call. Sometimes, the term “outbound telemarketing term” is also used for outbound solutions. However, it is not easy to call someone and convince them that they want to buy something. Just imagine how salesmen convince people at a physical store to increase sales. Now imagine the situation over the phone when someone is trying to convince a stranger for sale who can only understand your motif through voice. For this reason, agents need to know the customers and their preferences and priorities. However, a few outbound calls were not only made to enhance sales. Instead, agents offer product insight before making the customers aware of their primary purpose. This entire process of Outbound Call Center Solution deals with the proper handling of calls. 

How Does This Technology Work?

Enterprises need to integrate the outbound call software into their devices. Later on, a contact database of customers and target audience is uploaded to the system. Finally, your sales team can take the benefit of automatically dialling in a click to speed up call processes to establish meaningful and everlasting customer relationships. It involves four steps:

• Creation of a campaign: This step allows you to develop and run various outbound campaigns at the same time.  
• Integration with CRM: Outbound software integration with CRM offers instant access to related information of call recipients.  
• Selection of Dialer: Your team can call from an agent dashboard or CRM selecting the right dialer. 
• Monitoring & Management: Managers can track and monitor the performance of agents anytime anywhere through live monitoring. They can access the insights through call recording to boost performance.

What are the Types of Outbound Dialers?

Gone are the days when call centers used manual dialers to initiate calls. Nowadays, the latest software has replaced it that automatically dials numbers from the provided contact lists. Out of many available outbound dialers available in the market with some share similarities, companies can choose the best that meets their business requirements.

• Preview Dialers: This type of dialer provides information when an agent is ready to take the next call. It also offers the whereabouts of the upcoming contact so the agent stays ready for the conversation. This type of dialer is suitable for managing complex cases and sensitive calls. It provides a unified view of the incoming call and enhances the agent’s performance. 
• Progressive Dialers:  They can dial the next number in the queue automatically after the agent ends the current call. However, the agent receives the caller’s information only at the time of the call. This type of dialling fastens the outgoing call process but reduces the time for agents to get prepared. Moreover, call centers to use progressive dialling for improved customer service and to enhance loyalty. 
• Predictive Dialers: They are ideal choices for call centers that manage the bulk volume of outbound calls. This dialling solution connects call center agents to live callers by dialling several numbers at a time. When a caller receives the call, it directs it to an available agent. This not only saves effort, time and money but also allows you to avoid long gaps between calls.

These outbound dialers allow companies to place calls at high rates, and make straightforward sales through a predictive dialling method. Enterprises can also run their telemarketing campaigns and maximise public awareness and fundraising efforts through the right Outbound Call Center Solution.

Benefits of Outbound Call Center Solution

• Companies can reduce their employees’ burden by outsourcing outbound call-related processes.
• They are effective to create brand awareness.
• These solutions not only help to build better customer relationships but also increase conversion rates.
• It is a highly effective strategy to keep the customers engaged and intact with the brand.
• Companies can conduct surveys and market research to get information regarding the latest trends.
• Outbound call center services help to improve customer loyalty but also reduce operating costs.
• Outsourcing call center services generate new leads and leave happy customers.

Ready to Upgrade Your Business Today?

Indeed, getting the right call center solutions has become a necessity for businesses today in order to thrive in the highly competitive environment. If you are looking for a reliable Outbound Call Center Solution providing service, look no further. Contact Cherry Berry UCM today to take your business to new heights and enjoy the benefits of our reliable services.