The most critical customer conversations, be it to close deals or to resolve critical support tickets, happen on phone calls. And yet, few businesses can track or record these conversations easily, while fewer take the time to analyse and draw insights from them. There is...
Leverage Insights from Voice Communication To Optimise The Customer Journey
Inbound & Outbound Call Centre Script Examples (+ Best Practices)
(This post was last updated on January 2022.) A telephone conversation is often the simplest and fastest way to get something done, especially now, given the levels of anxiety and restlessness resulting from the global pandemic. When customers call a contact centre, they expect...
An Exhaustive Guide to VoIP Phone Service
Over the past couple of years, customer-facing businesses that solely relied upon the traditional call centre setup faced business discontinuity. This is where the need for a remote infrastructural shift arose, with cloud phone services as part of a remote work solution. This shift to...
A Cloud Contact Centre vs An On-Premise Solution: Which Is Your Best Bet?
The pandemic forced companies to move to communication models like a cloud contact centre to ensure business continuity. While many businesses made the switch easily, some are still finding it difficult to let go of their existing investments in on-prem PBX solutions. The question they...
We are the largest customer engagement cloud platform – Exotel + Ameyo
We have some excellent news! Exotel, Asia’s largest cloud communication platform, and Ameyo, Asia’s largest contact center platform, are merging to form the largest customer engagement cloud platform in the emerging markets with a presence in 60 countries and an ARR of 40 million USD. ...
How Exotel is Making it Easy for Businesses to Comply with DLT Regulations
The Telecom Regulatory Authority of India (TRAI) is constantly looking for ways to improve end-user experience. Their goal is to eliminate spam and fraudulent commercial communication and they keep introducing various regulations periodically to safeguard end users. However, their latest regulation passed in 2018 has...
3 Problems in your Sales Process that Cause Lead Leakage (& the solution)
Today, both customer-facing teams and field staff need to convert leads remotely. Facilitating this can be difficult due to various reasons. In this blog post, we’ll discuss the top three challenges faced by sales teams and explore solutions for them. 1. Delay in first contact ...
The Beginner’s Guide To Leveraging CPaaS (Communications Platform as a Service)
Business communication is evolving. Customers have a range of preferences, and businesses are listening. They are supplementing existing channels like email with automated, new-age channels like chatbots. To offer better personalisation even if customers shifted across channels, businesses need an integrated communication stack. However, setting...
Good Capital fuelled our growth story. Be a part of it!
It was a pleasant October morning in 2015, and a bunch of newly hired techies were seated on the terrace of a colonial-era building near Ulsoor Lake. A young and dynamic COO was in front of them, explaining the fundamentals of doing a viable business,...
Promotional vs Transactional SMS: Everything You Need To Know To Get Started
Short message service (SMS) is the most feasible channel that enables your customer communication to be direct, simple, and actionable. It offers great results too - Gartner finds SMS trigger open rates of at least 98% and response rates of 45%. It quite beats what...
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