Freeswitch Based Contact Center Software Solution to Improve Workforce Management

Call centers and contact centers often select contact center solutions based on how well they perform in making or receiving calls. The workforce perspective is rarely taken into consideration as it deserves. Choosing the right contact center software that also helps in better workforce management and improves their performance is necessary.

Asterisk and Freeswitch are the two most popular platforms on which contact center solution development takes place. Freeswitch is open source and it has some features that make life easier for contact center operators and helps them manage their workforce better. Supervisors have barge-in and whisper facility in order to listen to conversations. They can barge in if they find a new employee is in need of assistance without the calling party becoming aware. Similarly, automatic call distribution distributes calls and routes calls intelligently to the right person. Employees are not disturbed and do not waste time in listening to a caller and then transferring the call to someone who is more suited. Call center employees are a busy lot and their cause is helped by the inclusion of a progressive dialer that only connects a call should a live person respond. This works in conjunction with answering machine detection. Multi-level dynamic IVR integration also relieves burden on employees by providing a measure of self-service for callers with calls being routed to live agents only in case of necessity.

How do employees perform is a concern for most supervisors and a special dashboard included in the contact center solution development process addresses this question by giving supervisors one touch access to all employees and their ongoing activities. Supervisors can just as well listen to call recordings and generate real time reports. One feature that is increasingly becoming more common is inclusion of WebRTC and its facility for face to face video chats. Callers certainly like knowing who they are chatting with and this feature also helps employees in call centers gauge mood of callers and adjust their responses.

A streamlined solution for contact center is not just about costs or how many simultaneous calls can be handled, which Freeswitch, by the way, does effortlessly, but it is also about making life easier for employees. Omnichannel support is a given in today’s world where a caller may use any channel to initiate a contact and then take it forward through another channel. A single interface for employees helps them switch lanes effortlessly. A happy workforce, needless to say, performs well.

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All That Custom Freeswitch Development Can Do For You

Freeswitch is an open source platform that is, in many ways, more advanced than similar platforms. It can take care of audio, video and text communications over IP networks and interface with PSTN lines with full support for various protocols and codecs. It can also be used for office phone systems and by telephone carriers offering endpoint services to clients with rich feature sets like voicemail, IVR and conferencing besides including softphone functions.

What makes it so versatile is that at its core it is a library that can be embedded in applications that can run on various operating systems with a host of standalone independent modules. These are the endpoint module commonly used for VoIP Freeswitch development, application module that carries out functions like playing an IVR menu, conferencing and voicemail, dialplan for routing calls and others. Freeswitch development lends itself to customization quite well and it is up to the developer to offer modular solutions or an all inclusive one depending on the needs of customers.

VoIP carriers and service providers will find that if they choose a solution that is based on VoIP Freeswitch development then handling a large volume of calls simultaneously poses no problems and Freeswitch XML configuration permits easy configuration. An added advantage of Freeswitch is that the core API and internal event system take care of communication with an added plus being that WebRTC support is easy. Couple this with the modularity and carriers can choose to include features such as conferencing, fax servers and multi-tenant IVRs to name only a few.

While service providers do benefit by opting for Freeswitch platform, at the other end are users comprising of large and small enterprises that can benefit from modules based on Freeswitch development. Businesses thrive on conference and Freeswitch based conferencing solutions are not only affordable but when tied to WebRTC, offer a rich avenue of communications. Another area where businesses benefit from Freeswitch based solutions is the interactive voice response system. IVRs can be customized for specific functions such as booking appointments, booking tickets, payments, recharges and with a dynamic IVR builder in place, users can configure menus to avoid caller frustration with long wait times.

Since it is open source and free, what this translates to is that even highly customized and sophisticated solutions are possible at pleasingly affordable prices. Finding the right developer like Freeswitch Service is the key to putting in place Freeswitch based solutions that enhance productivity and efficiently.

Why Is IP PBX the Most Preferred Solution for Education Sector?

That’s said, IP PBX is picking the stems in the education sector. Earlier, there was hardly any communication taking place between teachers and parents due to interruptive and expensive communication system. The performance report was the only medium of interaction. But now, with the advances in technology, communication is improved and cost-effective giving the flexibility to teachers, parents and students learn the ongoing academic activities, students’ performance, etc after a specific interval of time.

Today, various schools, colleges, and academic centers have integrated IP PBX solution paving the ways of direct communication between teachers and parents. IP PBX solution is a complete package that boosts overall communication assisting the education sector to create awareness of their approach to learning environment.

Below are the major benefits of IP PBX solution for education sector:

  1. Increased Communication Effectiveness: IP PBX solutions provides the flexibility to parents directly interact with the teachers using the contact number followed by extension. This direct approach reduces the waiting time for the parent. Besides, due to cheap or zero cost rates, the communication time can be stretched helping parents know in detail the ongoing school activities and the students performance report.
  1. Call Attending Flexibility: One of the biggest advantages of integrating IP PBX solution is that it provides a couple of features like Find Me/Follow Me, call recording. There can be possibilities that the specific person may not be available around the campus during the call, so this Find Me/ Follow Me redirects the call to the person’s registered number in this case. Furthermore, this incredible solution records the complete call for the future use or quality check no matter the person is speaking via the office number or the alternate registered number.
  2. No maintenance no support: Earlier using the traditional telephony system there had to be a dedicated person to install the hardware and extra cables to allot business telephony modems to different departments. But now, there is no need. IP PBX solutions eliminates the hassles or mess of these additional resource. IP PBX is a simple software solution that needs to be installed in the main system and the extension can be allocated to different departments using the IP address. Hence, it nullifies the need of a specific human resource.
  1. Improved Customer Service & Productivity: IP PBX solution, being a software based solution facilitates admin to accumulate and analyze call records such as abandoned calls, callback statistics, average call duration on daily, weekly, or monthly basis. Thus, it offering real-time data enhancing productivity and customer service.

Summing Up

That concludes how IP PBX solution is proved to be effective in education sector.

Ecosmob offers IP PBX solution designed for academic centers with extensible support helping clients’ familiar with the system and ready to operate. So, if you are looking for technology who can help you in developing a customized IP PBX solution as per your needs, email us at sales@ecosmob.com or contact us at +91-79-40054019.

How Is IVR Appointment Scheduling Solution Effective For HealthCare Industry?

It would be wrong if we say that healthcare industry does not play a vital role in our lives. Scheduling regular appointments while calling at the clinics or hospitals is mandatory. If we look at it, appointment scheduling is a daunting task for human attendants because it is not at all easy to manage large call volume at a time. Sometimes, the attendants get exhausted to schedule appointments. On the other hand, while human attendants are managing these calls, the duration to fix doctor’s appointment is limited. Hence, patients have to be enormously particular about the call timings and book appointments.

How about scheduling doctor’s appointment is automated via IVR? Being an automated system, IVR can be of great help to the healthcare centers to improve communication and can be of great benefit to the hospitals, clinics, and other healthcare centers.

Below are the enthralling benefits of using IVR in Healthcare Industry for Appointment Scheduling:

  1. Reduces Workload: As said, it is not at all an easy task to manage large call volume for human attendants. Sometimes, there are only a couple of calls to attend and sometimes, the count increases to a huge number. How would a human attendant manage? The aftermath would be either getting pissed off or leave the job. The appointment booking IVR is a miraculous solution reducing the work of the human and simplifying the task by scheduling the appointments using a voice prompt.
  1. Convenience to Patients: Yes, you heard it right! This remarkable IVR solution offers 24* 7 support to patients eliminating the calling time restriction. It’s actually a relief to the patients as it gives the flexibility to fix the appointment anytime without risking your routine work.
  1. Improved Patients’ Satisfaction: In most cases, patients don’t seem to be satisfied when fixing appointments via human attendants. It is indeed not possible for a human to attend multiple calls and schedule appointment as per doctors and patients’ convenience. While using this IVR solution, whenever a patient calls, it receives an SMS or email about what the conversation was about with the appointment time. This indeed develops a sense of trust and satisfies the patient.
  1. Access to Calendar for Booking: This automated IVR appointment booking enables to access the calendar to avoid scheduling barriers. For instance; doctors won’t be available during holidays or off to vacations. In such cases, automated appointment booking IVR can provide patients either preceding or succeeding dates for health check-ups. Also, this automated solution can shoot an email or SMS to inform patients’ about appointment rescheduling.
  1. Minimize human errors: The traditional calling system wherein human attendants manage the large call volumes, possibilities to create blunders in fixing appointment resulting in patients and doctors disappointment. This automated attendant minimizes these errors to none streamlining the appointment fixing task and developing a level of trust and transparency amongst both the entities; patients and doctors.

Ending Note

When this automated IVR appointment scheduling system is offering an oodle of benefits why to stick with the traditional calling system and unnecessarily create a stressful environment for your employees. Ecosmob offers commendable appointment booking IVR solutions making this task easy, quick and effective. If you have a thought to develop such solution for your healthcare center, drop your requirements at sales@ecosmob.com or call us at +91-79-40054019. Our team will further assist you developing a better solution as per your requirements.

Class 5 Softswitch: Leverage the Most Valuable Solution for Your Business

Margie Warrell, the best selling author, speaker and media commentator has rightly said,
Communication is defined by not what we said but by what being heard. For this reason, it is vital that you gain a good appreciation of how other people will listen- interpret, process and assign meaning- to assign what you have to say before you can influence them effectively.” But don’t you think the outdated telephony system is prone to misinterpret the communication due to umpteen barriers?

To overcomes these barriers whatever you term, Class 5 Softswitch was designed and brought into execution. Class 5 Softswitch is a paramount VOIP solution profoundly termed as a retail carrier because it routes small volume of data within a particular city, town or locality. Unlike Class 4 Softswitch, it is a comprehensive and robust solution that makes call routing a cakewalk.

Glance at the key features of Class 5 Softswitch:

  • Carrier-grade platform
  • Auto-provisioning tool
  • CDR reports
  • Blacklist/Whitelist
  • Call on hold
  • Number portability
  • Feature-rich voicemail
  • Voice-mail
  • Call Authorization
  • Emergency number dialing
  • Callback
  • Customizable Music on Hold
  • Caller Id
  • Conferencing
  • Call Forwarding & Waiting
  • Package Billing

Here are a few benefits that tells you why Class 5 Softswitch is the most valuable solution for your business:

  1. Provides instant scalability: Akin Class 4 Softswitch, Class 5 Softswitch also provides real-time scalability to route a good number of calls to avoid call failure. The VOIP server where these calls are handled and transmitted comprises a huge storage capacity. Therefore, if there are situations when the average call timing and number of calls are more, it can be streamlined hasslefree.
  1. Reduce calling cost: Class 5 Softswitch is an internet based solution where you don’t need a sim-card or any extra cable or hardware. The basic requirement is a high speed internet, VOIP server and a system where the solution will be installed. This enables VOIP service providers to route calls at nominal rates or free depending on the subsidies levied on him for using the internet. The cost imposed on end-users is pretty less compared to the cost incurred making trunk calls.
  1. Nullifies Routing Time: Earlier call routing from one endpoint to another endpoint took ample of time resulting in voice repetition problem just after speaking. You may have also noticed this annoying issue during WhatsApp or Skype calls. Class 5 Softswitch solution eliminates it and transmits the call seamlessly at a speed of light.
  1. Provides Calling Report: Class 5 Softswitch solution facilitates VOIP service provider to generate reports on daily calls, average call duration and charges per call. Such functionality helps in analyzing monthly revenue earned and most importantly users’ purchasing pattern which he can use to grow and expand his telecommunication business.

Conclusion

As described above, Class 5 Softswitch solution is the effective communication system for businesses and residential areas to route VOIP calls. It enables users to transmit calls from IP phone to PSTN or IP phone to IP phone at a low price. Hence, it is also referred as low cost routing solution or least cost routing solution. In addition to that, VOIP service provider gets enthralling features that make hisall switching task easy which means that he can completely focus on his other business processes.

Ecosmob is serving its clients with high quality and enterprise grade VOIP solutions from past 10 years. We completely focus on developing VOIP solutions using customer-centric approach which has made us a prominent VOIP solution provider worldwide. So, if you are looking for a reliable technology partner to help you build a perfect VOIP solution for your business, do share your requirements at sales@ecosmob.com or call us at +91-79-40054019. We will surely contact you to discuss your requirements.

Multi-Tenant IP PBX Solution to Flourish Your Hospitality Business

The hospitality business is among the fastest growing businesses. Real-time efficient communication with the customers and associates can entail the success story of your hospitality services amid intensifying competition. The robust communication system touches all the services like travel, lodging, event management, restaurants, catering, recreation sector and the like.

By shifting from traditional copper cabling to Internet-based telephony, you can manage the large staff in more effective manner. VoIP technology has greatly reduced the cost of telephonic communication through the IP PBX solutions . From managing a heavy call flow to communicate with multiple customers at once, the IP PBX solutions are capable of taking care of entire business communication system.

Software-based phone systems make the adoption of unified communication simple as the installation and configuration all take place on a familiar computer-based interface. With IP PBX software, the hotel staff can swiftly interact with the remote locations through web conferencing or collaborate internally to manage the on-premise services.

With IP PBX solution, your business is not restricted to the available hardware. It offers robust, reliable and scalable business services that can easily drive business for your business. You can leverage the features of IP PBX software in the following ways:

  1. Connect multiple phone lines: One of the greatest advantages of using IP PBX software is that you can connect multiple phone lines. Implementing an IP-PBX system enabled the business to slash its telecom costs while gaining more functionality.
  2. Cost-effective solution: With an IP PBX solution, you can easily use a VOIP-based service for making long distance and international calls. The monthly savings are significant as you can connect phone systems of your branch offices and can make free calls.
  3. Save operation & maintenance expenses: With an IP PBX, you can offer better customer service and enhance productivity. With the computer-based system, you can integrate phone functions with hotel-related applications. So, you need not wait for an operator to set up the system, you can do it on your own. You can directly place the outbound calls eliminating the need to type the phone number for the user.
  4. Establish unlimited connections with unlimited extensions: When you have to add more phone lines or extensions, it often requires expensive hardware module. In some cases, you need an entirely new phone system. But, it is not same with the IP PBX software. Just feed more contact details in the software and update necessary details by creating few virtual ports and the connection is ready for more calls.
  5. Customize caller ID: IP PBX software enables you to save the contact details as per your wish. Also, you can list them in groups for conference calls or group messages. It will be easy than gathering contacts.

At Ecosmob, we offer the best-in-market solutions for your hospitality business while maintaining the balance between cost and functionality as per your business requirements. You can also look for the customized IP PBX solutions to fit-in with your growing business needs.

VoIP Based Fax Server Solution for Business Immeasurably Improves Ease of Use While Reducing Costs

Technology changes at a rapid pace and some of it or most of it is beneficial in several ways for business. Those who still continue to use legacy equipments and processes, especially in telecommunications , pay a higher price. Take fax for instance. The traditional method of using a dedicated fax machine is proving to be expensive and rather limiting when one has a FoIP solution with its inherent advantages and benefits for business.

Fax server replaces fax machine

A conventional fax machine attaches to the PSTN lines and proves expensive when one sends out international faxes because international telephony rates apply. Then there is the matter of consumables and maintenance to consider. A fax server solution , on the other hand, does away with the limitations of single point use and allows users connected to the server to send out faxes from their desktops as well as receive faxes in their inbox. If desired these can be printed out or just kept in electronic format, which is more environment-friendly. The FoIP solution makes use of the internet which means that costs remain the same whether one sends out a local fax or an international fax. One can connect to the fax server that runs a fax server software solution through the intranet or the internet. It is safer and more secure too in that only authorized personnel can access fax facilities.

Host of features and facilities

A conventional fax machine needs a printout to be inserted to send out a fax and a fax is received and printed, mostly using thermal fax paper in which impressions can fade over time. The fax server software solution incorporates a host of features such as direct electronic conversion of an email text, a word document or just about any document to the fax format for transmission using the fax software solution. In a typical scenario, an office worker may send out an email and simultaneously convert the email into fax too. Whenever a fax is received the user receives an alert through email or other means. The fax machine would simply beep and be ignored. In a large enterprise there are different departments and executives and organizing incoming and outgoing faxes becomes an easy task with the FoIP software solution. Monitoring is part of the solution and it prevents attempts at misuse of the fax system.

Freeswitch Service FoIP solution helps businesses save money, send and receive faxes quickly and keep all such faxes well organized.

Appointment IVR Solution Better Than Having a Secretary to Fix Appointments

In the good old days a professional such as a doctor, consultant, lawyer, engineer and company executive would have a personal secretary. One of the tasks of the personal secretary was to fix appointments so that her busy boss could concentrate on his work. The secretary would also do double duty of making coffee and other sundry functions. But then secretaries have their drawbacks. They work only for 8 hours and can go off on holidays. The appointment schedule of the busy executive is thrown out of gear. There is a more reliable and modern solution in the form of interactive voice response appointment solution that has all the advantages of a secretary with none of the drawbacks.

How does appointment IVR work?

The appointment IVR solution is a software package that installs into an existing IT infrastructure in a professional’s individual system or the networked system in a company. The graphical user interface makes it easy for the user to set it up and it gets to work 24 hours of the day. Anyone wishing to make an appointment dials a specified number and the interactive voice response guides the caller who then proceeds to make the appointment by pressing the appropriate number. The IVR software for appointment automatically schedules an appointment and confirms it to the caller. Users can access the system and find appointments or be notified on their phone about their schedule.

There is more to appointment IVR booking:

Appointment booking IVR solutions incorporate a host of other useful features such as calendar integration and CRM integration. A text-to-speech conversion and scripting feature is part of the package as is recording and playback. One can send fax or SMS because these facilities are included in the appointment IVR solution. One can also access logs to better manage the appointment process.

How do professionals benefit by the automated IVR appointment process?

  • The entire process is automated and works 24×7. Humans are prone to errors; the software is not.
  • One can program holiday messages and also include a slot for emergency hours and input desired hours during which appointment may be scheduled.
  • It does away with the need to have a secretary to handle appointments and results in huge cost savings besides offering excellent customer satisfaction.

Companies and individuals may maintain a website and have a form available for people to make use of to book appointments but not everyone would like to access the internet. The IVR appointment software lets people make appointments using their mobile phones in just a couple of minutes. Freeswitchservice.com appointment booking IVR solution is the result of refined development that factors in the need of customers and their customers to ensure business growth.

Why Investing in SBC solution is Profitable for VoIP Service Providers

Session Border Controller (SBC) solutions are designed to connect SIP Trunk providers or to other Voice over IP (VoIP) systems. The primary motive of SBC services is to offer a secure entry point in a VoIP network. SBCs are extremely popular among the VoIP service providers worldwide as they offer safe and secure connectivity in a quick manner. The SBC solution also keeps control over signaling and transfer of other media streams while guiding the call sessions.

As the businesses tend to prefer VoIP technology over a conventional telecommunication system, a huge surge recorded in the number of Internet-based calls in the recent times. It has increased the workload of VoIP service providers significantly. With the help of SBC solution, the service providers can readily manage the massive flow of simultaneous calls while offering a secure communication experience to the customers.

Here are the convincing reasons that prove the profitability of SBC solution for VoIP service providers:

  1. Ensures reliable and secure services: Having connectivity with other networks always brings security risks. Some risks are generic, such as Denial of Service (DoS) attacks, and some are voice specific, such as toll fraud or attempts to manipulate the media. Features like topology hiding and other ensure security against such risks. When observing from a security perspective, an SBC is an addition to a firewall and is not a replacement.
  2. Improves service quality: When using SBC services, you will be using Digital Signalling Processor (DSP) for encoding/decoding. Using the encryption features, SIP protocol can be used between two sites to minimize opportunities for call interception. This ensures maximum privacy even over the public internet. This further improves the quality of VoIP services.
  3. Keeps CDR & reports: An SBC solution keeps the track of detailed call reports. It also keeps the track of call recording or SIP phone support. CDR (Call Detail Records) reports are helpful for the clients as well as customers to check the call details whenever required.
  4. Assures interoperability: Since all the VoIP solutions aren’t created equal, SBC is designed to handle TCP/UDP conversion, codec conversion, and connectivity to H.323 systems (so you do not need to upgrade the legacy system). This ensures interoperability among systems.

 

At FreeswitchService, we offer the premium SBC solutions using the robust FreeSWITCH platform to meet your business requirements.

Importance in brief- Class 4 and Class 5 Softswitch

Before the advent of Softswitch, telecom operators remained busy in manual call switching between the PBX systems. This not only increases the overheads for the company but also delays the call. Manual call switching often creates confusion that leads to erroneous connectivity. This problem was later eliminated by the automatic exchanges that are capable of tracking a call hook-off. But, it was an electromechanical system having some glitches.

Softswitch solution is the software responsible for automatic call switching between the phone lines. Softswitch has eliminated the need of installing heavy hardware. The Softswitches use general-purpose servers and VoIP technology and are gaining ground these days because of user-friendly features.

A Softswitch takes care of two main tasks: terminal control and call control. Terminal control focuses on call registration, admission, and entails the connectivity status. Whereas call control is exactly the way it sounds, it keeps the track of signaling, call routing and call accounting. A Softswitch is deployed at the junction point of the circuit-switched and packet-switched network.

Based on the area of coverage, characteristics and features, we can classify softswitches in two types namely, Class 4 Softswitch and Class 5 Softswitch. Class 4 Softswitch covers a long distance communication line between the countries and routes the calls to the class 5 Softswitch of various areas.

VoIP Class 5 Softswitches work through the SIP (Session Initiation Protocol) protocol. It is reliable, secure, and highly scalable Softswitch solution that connect your calls to the end users. To be particular, it is utilized to handle and course calls inside a nation, town or a city.

Softswitch solutions not only perform the function of call switching but also measure minutes and send the bill to the customers automatically. VoIP service providers can install it on any server as there is no need to have it on a customer’s premises. What’s more, the Class 5 Softswitch is tailored with the user-friendly features like client management, call management, call monitoring, and reporting.


At FreeSWITCHService, we offer the best-in-market Softswitch solutions using the robust FreeSWITCH platform to meet the client’s requirements. We provide quick support and advanced solution deployment for both Class 4 Softswitch and Class 5 Softswitch in a cost-effective manner.