Effective customer communication is integral to the success of any business. Hence, choosing a platform to enable your communication needs is one of the most important decisions you’ll make for your organisation. The decision eventually comes down to these two phone systems for most businesses:...
Building a Browser Push Notification Service — The Low-Level Design Using the Gorilla/Websocket Library in Golang
(This article originally appeared as a part of a 3 part series here.) At Exotel, we have a lot of customers running their support and sales call centers on us. When these agents receive calls, having a real-time notification, with contextual information about the...
Call Center vs Contact Center: Which One is Better for Your Business?
Call centers and contact centers both exist for the same purpose - to resolve customer queries and provide customers with a reliable way of reaching a company. But the channels that they use to achieve this are different. However, modern call centers now have features...
How Exotel can Aid the Quick Setup of Telemedicine
Telemedicine has been there in India for a long time. We’ve all used apps like Practo, M-fine for consultations at some point in time. However, adoption was very limited when it came to traditional healthcare institutions. But that's changing. Telemedicine (aka Telehealth) is the process...
State of Telemedicine in India and the Factors Driving Its Growth
The recent pandemic has completely changed our habits. With social distancing being the new norm, we are figuring alternatives to make things work. Remote collaboration, fitness classes online, online classrooms, etc. have been possible because of the role of technology. The COVID-19 pandemic has put...
Exotel Zoho Phonebridge Integration
One of the biggest challenges which the SaaS ecosystem faces in the present world is deprecating value propositions with time. This happens because of companies working in silos. While each of these companies is delivering awesome applications to their respective customers and solving their problems...
Customer Experience (CX) in 2020: Everything you Need to Know
Today, there are at least 5 alternatives for any given product/service, if not more. Variance in offerings is decreasing day by day. Customer loyalty is plummeting. In the face of all this, how do you get your target audience to choose your offering and stay...
Call Forwarding vs Call Transfer (Definition, Types and Use Cases)
Business call centres are designed to handle the complex needs of customer communication. To handle the high-volume calls, they come with advanced features for effective call management - IVR, parallel routing, analytics, tracking and much more. Some of the most valuable features that call centres...
How to Create a Support Agent Appreciation Bot Using Hangouts and Exotel in 7 Easy Steps
One of the most under-appreciated and yet crucial roles in a company is that of the Customer Support team. Helping customers use your product better, solving their queries and at times facing the brunt of an unhappy customer (usually for no fault of theirs) is...
4 Drawbacks of using VPN to Power your Remote Call Center (& Solution)
In our last article, we covered a few best practices for supporting customers remotely. We also touched upon how using a VPN to enable remote working for support/sales agents can hamper customer service. Remote customer support is the need of the hour, and there's a...
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