Knowlarity Communications, a Singapore-based cloud telephony provider, has launched a solution for startups and SMEs to establish inbound call centers to connect with their customers. The cloud based telephony solution is a scalable low-cost alternative to traditional call centers that require huge infrastructure and investments.
“Today an enterprise can stand out in a highly competitive market only by effective and routine communication. Knowlarity’s call center solution provides a package of facilities like real time access and hassle free infrastructure at an affordable cost” says Ambarish Gupta, CEO and Founder, Knowlarity Communications.
According to Knowlarity, small businesses and startups find it challenging to implement an effective customer support solution, and on the other hand traditional call centers are difficult to maintain. The cloud-based call center solution helps them overcome this gap with an internet connection and phones (either landline or mobile).
The company claims that its cloud telephony platform processes up to 2 million calls on a regular day and does more on peak days. The new call center solution is built on the same platform and can support a 30-seat inbound call center set-up. This, the company explains, can be achieved without the expense of hiring too many customer care executives or installing chaotic wired traditional PBX (Private Branch Exchange) connectivity.
“Our Call Center solution is designed to work with our immensely popular CRM integrations. Enterprise clients who have built their entire workflow within CRM systems like Salesforce, Zoho, Freshdesk etc. can start using SuperReceptionist as a call centre platform and further optimize their agents & process productivity with features like Call Queuing, Live Call Monitoring & Call Barging.” says Prashanth HN, Product Head at Knowlarity.
The call center solution comes with another feature called Call Queue, that helps users organize and route calls to a set of relevant and available agents. Also, the Live Calls Dashboard displays a real-time snapshot of the ongoing calls, available agents, average waiting time, calls in waiting & more. This allows owners and supervisors to monitor, track, control & optimize agent productivity.
According to the company, the solution is packed with features like call monitoring, SLA tracking, agent performance reports, agent availability status, agent wrap-up time and more. The cloud based technology enables operations for organizations with offices across multiple locations.