Improving Mobile Workforce with Cloud Based Business Phone Systems


Mobile WorkforceMobile workforce is defined as the ability to work from any area, whenever, utilizing any gadget they wish to such as smart phones, tables and laptops.

Cloud-based Unified Communications (UC) solution offers your mobile workforce with an exceptionally incorporated solution that can increase productivity.

VoIP and cloud-based Solutions empowers employees to connect with an essential business system regardless of where they are based and get the similar features from office-based employees.

This brings us to a question, have you wondered how exactly Cloud IP Telephony improves your mobile workforce in your business?

Web Conferencing

Join Web Conferences from Any Location

Web conferencing Solutions enable you to have access to meetings with employees or customers in real-time. Colleagues can join arranged or spontaneous meetings and start teaming up from anyplace. Simplicity of involvement empowers employees to complete work from remote areas, which subsidizes significantly to the work-life balance. Also, it removes travel costs and rise collaboration.

Business VoIP

VoIP is ideal for allowing a mobile workforce. An employee’s mobile phone can be connected to an organization’s IP Telephony system which allows them to get calls, messages, and voice messages. Regardless of whether the gadget is provided by the organization, or BYOD, an employee can remain associated from any area over the globe, and still have alternatives for single number contact, inbound and outbound dialing with voice and call quality still ensured.



With the rise of freelancers and contract employees, the trend of flexible work hours, and the ease of communication through technology, part of you workforce will be offsite. For sale divisions particularly, having the capacity to remain completely associated while continually progressing is fundamental. Cloud-based IP telephony gives these employees the opportunity to get their work done efficiently which eventually increases the productivity of the business.

Sustain Professional Identity

Removing personal contact number as main contact is serious in most organizations. It is true as customer loyalty is attached to a phone number or while having contact data exist in the agent’s gadget isn’t the best.

For instance, if an agent suddenly leaves, the organization holds access to the customer’s contact data, and the previous agent can never again get to that data. You can likewise control which number customers use to contact an agent, and additionally the outbound SMS and caller ID number that the agent’s customers see.


Teamwork Is Built-In 

IT groups are currently assigned with coordinating group’s teamwork effort with communications. With Unified Communications, team can enjoy features such as group messaging, task management, and fast access to video meetings and documents in cloud storage that incredibly decrease the time lost filtering through emails. Teams have more grounded associations, regardless to their physical areas because of the workforce mobility.

Minimize Costs and Improve Billing Management.

A cloud telephone system limits charges for long-distance calls and wipes out particular landlines. It additionally gives a monthly invoice that incorporates all lines for your whole workforce, including remote agents. That converts into a simplified billing process that not just liberates your agents from investing time getting ready cost reports yet in addition wipes out the requirement for managers and corporate accounting to favor various phone bills.

Corporate Identity

Protect Profitable Corporate Information

With Cloud IP Telephony, customers contacts and other basic corporate information live in the cloud, just the application resides on the gadget. In the event that a gadget is lost or stolen, your confidential information stays protected and available by you. Cloud IP Telephony is secured in Tier 1 server centers, where specialists update the data security in light of the most recent best procedures. This removes with the requirement for your IT office, or IT groups at every business area, to wind up security specialists.

To sum up, Cloud IP Telephony improves your business’s Mobile Workforce to the next level, which enhances the business communication between your employees and customers.

Now you too can enhance your Mobile Workforce in your business, Contact us at to find out how!

UPCOMING EVENT: National Contact Center Conference (NCCC) 2018

“Build Higher Standards for Your Contact Centers Today”.


Microtel Technology and Ameyo are the proud Showcase Partners of the National Contact Center Conference (NCCC) 2018. Last year’s astounding success of the National Contact Center Conference (NCCC) 2017 has brought us back with more interesting topics and presentations.

At this event, participants will be a part of the Launch of ISO 18295:2017 (Customer Contact Center Certification Scheme). New standards, specifically for Contact Centers that was just recently published under ISO International Standardization.

Participants will also be able to understand:

  • The current disruptive companies and how these may affect their business.
  • Airbnb’s environment that encourages innovative thinking.
  • Google’s 5 top elements for creating an effective team and how to apply these to your organisation.
  • Facebook‘s surprising findings on why good employees leave.

and many more interesting and useful topics that will take your business one step closer in building the best contact center environment.

Don’t miss the opportunity and come join us at the National Contact Center Conference (NCCC) 2018 on

Date: 10th May 2018 

Time: 8.30 a.m. – 6.00 p.m.

Venue: The Hilton PJ

No more hearing that chatbots will be the next huge thing since they as of now are. Chatbots have lately turned out to be very prominent. They are being utilized by organizations to give proactive help to their customers.

Chatbots are Computer programs intended to cooperate with individuals utilizing textual contents through chat interface. Nevertheless, in the course of recent years, chatbots have very much enhanced to outperform simple textual format and are presently armed artificial intelligence (AI) and machine learning abilities.

Likewise, numerous huge organizations like H&M has reported the powerful utilization of their own chatbots as part of customer service. In addition, Chatbots have developed and enhanced to profit social media messengers platforms.

Furthermore, 60% of the young generation utilizes them day by day. These insights demonstrate that chatbots are the new-generation tech. Owing to this, by the year 2020, 80% of organizations will have their own particular chatbot. Here are 20 ways chatbots can simplify your business processes!

1. Enhance Customer Experience and Offers Constant Customer Service

Chatbot intends to help users by giving individual references and enhances users online shopping experience. Chatbot link users with customer service at all times. Chatbots become very useful especially during the weekends or after working hours.

2.Increases Sales

Chatbot is able to recollect customer preference and is able to take care of the entire sale. The bot is able to learn address details, influence proposals for the following order and much more, just by utilizing the order history. Moreover, chatbot is able to guarantee that all data required is given. As users require their transactions to be very simple, chatbot is able to deliver smooth transactions that eventually will increase sales.

3. Seize Analytics Automatically

Chatbots can be automated to record responses of a product as the bot answers the users inquires. With this, business can understand how users react to a specific feature or products of the business.

4. Personal Assistant and Increase Productivity

Chatbot allows you to focus on other important activities in an organization while the bot takes care of the massive variety of task as your personal assistant. A chatbot is able to assist you with task such as Schedule, edit or cancel meetings, send and receive emails and remind you of an appointment for both your professional and personal use. When you organize your assignments according to productivity, you will encounter an increase in your business’ revenue-generating capacity.

5. Cost Saving

Chatbots are a one-time speculation which enables organizations to lessen down required staff. You could forward complicated inquires to customer support agents, as you can coordinate a customer support chatbot in your business to answer the simple inquiries.

Related: 8 Benefits of Bringing Chatbots into Your Business 

6. Customer Satisfaction on Point

Chatbots are bound to a certain standard that are to be followed as long as they’re automated to, whereas agent might react to users differently according to their feelings. Additionally, a bot can be prepared to interact in the dialect of the users.

7. Evolve Business Intelligence

It has turned out to be fundamental for organizations to evolve significant business intelligence (BI) and improve their products and services to better fit the request of the users. Building a chatbot by utilizing the correct platforms, allows you to make full use of your BI. Additionally, arrange it to record particular actions that users take on the chatbot.

8. Boost Communication

Chatbots enhances communication in an organization as employees from different departments can interact and work together in a superior way. Chatbots are altering the business situation and are turning into a forceful tool that will enable small to big organizations to create an impact.

9. Great Interpersonal Skills That Enhances Conversation

Every business should create a friendlier conversation with customers by adapting interpersonal and social skills of a great speaker and listener. Owing to the NLP (Natural language processing) quality of a bot, Chatbot allows business to adapt this kind of conversation as a bot is able to chat with your customer in a friendly manner by utilizing terms like “hi,” “without a doubt,” “how is it going?” and significantly more.

10. Promising healthy life

Chatbot can also remind you and your colleagues on taking break times like when to drink water, take a walk or even when it’s time to take a take a power nap.

11. 24/7 Availability

A AI-Powered Chatbot remains productive 24 hours whereas an agent is productive only for 6 to 7 hours per day. Bots are supplanting live chats and different types of contact, for example, emails and telephone calls. Chatbots will keep on obeying your command as the bots are essentially virtual robots.

Related: 8 Ways how AI-Powered Chatbots Can Benefit Call Centers.

12. Personalized Experience

Users enjoy personalized experiences all the time, and chatbots is the best way to convey that. Owing to built-in AI, Chatbots can read the human intent as well as recover and measure past conversations to convey a more personalized experience to users.

13. Queries Solved Instantly

Messaging platforms has been increasing in demand as many users hate the annoying “on-hold music” feature and the waiting time of it on helplines. Besides, Chatbots diminish the holding up time to successfully zero. As most users have similar inquiries, bots are automated to answers such queries immediately.

14. Text-Based Chatbots.

This implies that bot gives your users the well being of a text chat with the conversational warmness of a human. Your customer service representative does not need to get the telephone to get hold of you. Furthermore, a text-based message from a business about a potential deal is probably going to be received better.

Related: The Future of Contact Centers: Artificial Intelligence (AI) 

15. Business Operation Scales Chatbot

Chatbots will scale your customer interaction features as and when your Business develops. Another worry for a developing business is its capacity to deal with numerous requests without a parallel development in its support facilities. A human normally could just connect with users each one in turn whereas with chatbots, there is no such limitation. Chatbot can concurrently communicate with a huge number of individuals, with no postponements.

16. Analyze Trends of Big Data

These days AI-Powered chatbots are sufficiently proficient to analyze and process business-related Big Data. Such a savvy innovation helps customers in recovering fundamental examples identified with the purchase, sales and customer support histories of the users. Organizations can use the composed data for improving their services better, henceforth enhancing their process.

Related:15 Steps to Build and Train Your Chatbot in 4 Weeks.

17. Enhancing environmental awareness

Newsbot, allows you to be fully informed regarding everything supportability. You might have the capacity to prepare it to offer tips on the best way to make more environmentally-friendly work-space.

18. Driving Retention Rates

ROI is directly proportional to the customer retention and churn rate. It decreases as your customers leave your network and rise when you succeed in retaining them. An AI-enabled and well-connected chatbot can understand what your customers expect and what’s making them think indifferent towards your business.


19. Automate Business Processes

Chatbots now can automate business procedures that has to be done often, at the ideal time. For Example, chatbot could be customized to answer as often as possible inquiries that are often asked from users and employees. Furthermore, chatbots can strategically pitch in view of a user’s shopping history.

20. Cart Abandonment is Avoided

Chatbots can help to avoid cart abandonment by reminding users about incomplete requests and noting normal inquiries. The best Chatbots give an automated customer service involvement that feels customized and humanly-friendly to purchasers.


Want to learn more about Chatbot offerings ? Find Out More Here and Contact Our Nubitel Team at or send us an inquiry Here

8 Ways How AI-Powered Chatbots Can Benefit Call Centers

-Chatbots Empowering The Future- 

Call centers should be proficient as they frequently manage a scope of customer’s inquiries that should be managed quickly. With Artificial Intelligence (AI), organizations can lessen call center issues that may arise. Utilizing AI, call centers can expand their outputs and modernize all systems.

Here Are 8 Ways How AI-Powered Chatbots Can Benefit Call Centers:

1. Customers Need It Now

Not only can Chatbots be effortlessly connected whenever through the purchase, yet they are a perpetually scalable solution. Moreover, Chatbots can deal with any number of users, taking out the dissatisfaction of waiting for an accessible agent.

2. Increase First Call Resolutions

Chatbots can answer to direct inquiries from users, like where to mail a returned item. Liberating agents from these most asked requests that permits them to focus around more unpredictable user issues, for example, warranty claim.  So, this implies less inbound calls tying up resources.

3. Reduce Training Cost

By utilizing an AI system to deal with a ton of the back-end work, and additionally overhauling call centers agents with pertinent data, your agent won’t require much training. All they should stress over is dealing with customers and getting the right answers from the system.

4. Conquering Your Customers

Call center Chatbots work consistently on a business’ website and via social media platforms like WhatsApp, Facebook Messenger, and Slack and many other active platforms customers connect with brands. Chatbots are likewise enhanced for mobile use, so that customers can finish a whole transaction by utilizing only one application or interface without talking to a call center.

5. Lift Customer Satisfaction

Chatbots are a low-cost answer for enhancing the customer service experience, specifically reflected in sales. These improvements will turn out to be serious in the future, with average call volume expanding at a rate of 20% every year.

6. Removing Issues

An AI framework isn’t just ready to log calls from clients yet the communication with staff also. This enables the system to check call time, to what extent it takes staffs to discover an answer for the client’s concern, and also what number of calls they take a day. An AI-based system can study the raw data and not simply log it as it becomes easier to discover issues in the systems.

3D rendering. One person raising arm in crowd

7. Experience Is Personalized

Artificial Intelligence installed in call center system can use huge data collections about a customer such as purchase history, spending behaviors so as to offer customized solutions. AI-powered Chatbots can influence a customer’s call center experience fast and hassle-free. In addition, these call center solutions offer progressively great ROI by lessening phone charges and enhancing employee output.

8. Chatbots Know It All

Chatbots do substantially more than basically regurgitate data that can be found in a FAQ. Chatbots can do everything from giving fundamental help and product research to offering data on sales, searching catalog for customized product suggestions, and also completing sales transaction by accepting payment and giving delivery data. Such seamless procedures can make a customer more prone to make a buy.
Want to learn more about our chatbot offerings ? Learn More or Contact Our Nubitel Team at or send us an inquiry here.

Top 9 Unified Communication Trends That Will Dominate 2018

Unified Communications (UC) made great steps in 2017, with UC deployment empowering the digital conversion inventiveness inside numerous cutting edge ventures and fundamentally enhancing the way business experts interact. Now the question is, what other new advancements and improvements would we be expecting to see this year! Here are the Top 9 Unified Communication Trends that will Dominate 2018.

Selection of Hybrid Model Over UC-as-a-Service (UCaaS)

Hybrid offers associations with the flexibility to move slowly to the cloud at any given moment and pace that best suits the business. A Hybrid Solution offers these organizations with the alternative of making an initial move towards the cloud by providing a part of the Unified Communications infrastructure on premise and another part in the cloud.

Development of video deployment

As video is turning into a key innovation to drive better communication and alliances, there is substantially more concentration today on the general User Interface (UI) and customer experience.

Video deployments were generally observed as just commercially suitable for the mid-market and venture, yet propels in lower cost equipment and IP network.

Now  the accessibility of cloud based Virtual Meeting Rooms (VMRs) has implied that video is at long last turning into a pervasive communications medium for private ventures and SMEs, and will turn into a key new income stream for re-sellers and service providers in 2018.

Browser-Based and In-App Communications

Organizations can improve user connections and rise efficiency in 2018 by inserting real-time multimedia communications capacities specifically into a web program or mobile application.

For example, numerous banks are principally communicating with their customers exclusively through their applications. Most customer interactions occur on the web, by means of a web browser or mobile application.

The capacity to utilize that application to draw in with customers in new and distinctive ways, regardless of whether through online chat or video meeting, can enable organizations to remain connected with customers.

Powerful Mobility over Smartphone

Mobility is a huge bonus to our profitability. There are numerous trends that will make our smart phones significantly more influential tools for most businesses in 2018. Firstly, is 5G, which will enable us to process more information whenever, with expanded quality of service.

The second is improved UC capacities upheld by smart phones. New applications such as team collaboration, content sharing and improved meeting support will be out as well. You’ll likewise observe the capacity to start a task on one device and consistently keep working at it through another.

Artificial Intelligence Enhancing Customer Experience

Customers are progressively associating with AI. AI is as of now drastically changing call centers and becoming more productive with bots that can rapidly answer the inquiries most generally asked by customers. Now AI can even foresee customer behavior, giving advice to customers service representatives on how best to resolve a specific issue. In 2018, we will see significantly more prominent acknowledgment of bots as a genuine substitute to human interaction for customer service.

Security of UC

There will be a continually focus on increasing the focus on UC security and analytics. With GDPR approaching and a developing danger from cyber-attacks, additional attention will be required in the UC space to secure end user information, and furthermore guarantee assurance against hacking and cyber threats.

Modernized workplace

With the assistance of UC tools, it is not anymore vital for everybody to need to work from 8 to 5. They can sort out their work routine themselves. Moreover, team associates can see whether a colleague is accessible or not.

Let’s say if a One-Number idea is embraced, the associate does not have to stress over which number the associate can be reached at, but simply dials the one number and, depending upon the user settings, the UC solutions deals with the end device the call is directed to.

In the meantime, every one of these features additionally empower mobile working. Employees can work from anywhere that has network access, as long as they have their work tool with them.

Price of Subscription

Especially, if Unified Communications moves increasingly towards cloud-based solutions, a subscription model is invaluable in any case. These cost models likewise offer the user greater adaptability by powerfully expanding the quantity of users or by just empowering certain features to be initiated for test purposes.

Advancing in Digital Assistant

2017 was the year users invited AI into their homes. Yet, application in a corporate workplace has been slow to take after as the intricate information required to perform activities like running reports has been different, and the setting expected to guarantee precision is difficult to characterize.

Nevertheless, 2018 will see this change. The market will request it, and now the tools are there to get it going. While the acceptance won’t be broad, the early adopters will positively be paving for the introduction of the enterprise type of the digital assistance.


Looking for a way to unify your Employees, Offices and Remote Workers under ONE PHONE SYSTEM? Bringing to you Nubitel UC, Cloud Unified Communication, a Virtual Phone System at a LOW COST that allows you to RETAIN the system even when you are relocating. 

Find out more here or Contact our Microtel Technology Team at and we will guide in owning your Virtual Phone System today!!

The Future of Contact Centers: Artificial Intelligence (AI)

  • How can Artificial Intelligence change the Contact Center Industry in the near future?
  • Artificial Intelligence has been a part of Contact Centers for quite a while, yet it’s just as of late that its maximum capacity for changing the Customer Engagement has become exposed.
  • Self-Service Tools keep on simplifying Contact Center process and move the part of human customer Service Agent in the Contact Center.
  • 75% of customers today lean towards chatting over voice for Customer Service Support.

6 Ways How Artificial Intelligence (AI) Can Reshape Customer Engagement in Contact Centers.

Messaging Over Voice- Chatbots

Chatbot ai 4

Customers need to connect with associations in the most common way like chatting. Customers are searching for speedier, more customized, and detailed service more than ever. Through different Chat interfaces, for example, messaging apps, Chat bots reproduce intelligent discussion and can play out a large number of errands that enhance the customer experience.  Picture Chatbots that can reply up to 80% of routinely made inquiries, so that human agents can focus on answering the more complex issues.  

Artificial Intelligence (AI) Being Cost-Saving

increased quality - speed - efficiency

Organizations today are effortlessly executing solutions into their business that are more proficient and Cost-Saving.  Artificial intelligence (AI), will spare contact centers billions of dollars. This is possible by utilizing Chatting rather than telephone calls, IVRs or never-ending hold music and by utilizing Chatbots and Artificial intelligence (AI) inside that chatting discussion to deal with the less complex inquiries.

Improves Quality Monitoring

Artificial intelligence, when utilized accurately in a contact center, can easily monitor and accumulate important information from your group’s telephone calls, emails and chats. It can likewise help management in recognizing chances to enhance customer fulfillment and conversions. Speech recognition innovation is accomplished for anticipating customer needs and rapidly conveying forecast and solutions that are particular to every person. This level of personalization can majorly affect the customer-business relationship.

Artificial Intelligence (AI)- BIG DATA

big data

Bots have turned out to be more intelligent through better working Artificial intelligence and big data. With less expensive storage there has been a buildup of big data that Artificial intelligence can draw from. Artificial intelligence innovation understands big data to recognize customer requirements by studying purchase history. For that reason, information gathering of past chats and request must be gathered. Predictive modeling can use past information building methodologies to anticipate the customer’s desires. Artificial Intelligence have additionally been enhanced to prepare AI systems to give more sensible help.

Boosting Contact Center Agent’s Performance

Artificial Intelligence programming allows agent to enhance their performance and fill in as sponsor for the whole group. Call software prepared with both artificial and manual effort is actually a good approach to utilize the best of the features that the two brings to the table.

 Contact Center Technologies Drive Seamless Customer Experiences


Technologies, for example, intelligent voice response (IVR) link customers rapidly and consistently with the most qualified agent, while organized callbacks additionally spare customers time by getting back to back when their position reaches at the front of a line. Furthermore, predictive dialers drive sales through clever and effective lead management, associating sales agent straightforwardly to the most responsive customers at the best circumstances.

Developing Intelligent Tools and Software

Tools like, speech analysis and Chatbots can help the customer enhance profitability in contact centers. Moreover, efficiency through predictive dialer tools can be expanded by lead management associating sales agents straightforwardly to the most open customers at the best circumstances.

Artificial intelligence is very important in the present day when it comes to customer experience and reshaping the way brands connect with customers. To learn how you can offer the very best in modern customer service with Artificial intelligence, contact Our Microtel Sales Team now at or send us an inquiry here.

8 Benefits of Bringing Chatbots Into Your Business

In this Digital World today, there always appear to be some new and upcoming trends that influences the business world, from the utilization of a PC to the development in commerce trends. Nevertheless, Chatbots are one of the digital trends that organizations from online business to retail should utilize.

Chatbot ai 45

WHY, You May Ask?

As businesses are aware that nowadays complaints happen in real time, customer service has to happen in real time too via multiple channels such as mobile apps, web chat, messaging apps and many more. Only recently businesses begun to use Chatbots and Artificial Intelligence, even though it has been around for a long time. This is because Chatbots deliver a rapid interface to solve customer queries. Moreover, Chatbots is not only able to undertake simple tasks but also manage end-to-end e-commerce transactions. Chatbots are able to handle inquiries that are always asked to the customer service team.

WHAT is Chatbot?

In simple words, Chatbots can be classified as the Blend of Messaging Apps and Artificial Intelligence. Chatbots are in between the lines of virtual assistance that is intended to involve in a human-like conversation. The objective is to form content which are more customized to the customer experience as it can expand customer engagement for businesses. Some of the examples of Chatbots are such as Siri, Google Now and many more.

Chatbots is the combination of the 3 ‘I’s

Intelligence (AI)

Permits the chatbot to comprehend and tackle customer questions and to pick up from every dealing.

Integration (SI)

This is the joining with different systems and stages, incorporating combination with workforce management frameworks to get to human operators.

Interface (UI)

This covers the interface among the chatbot and the human, through a messaging application or a chat meeting on an organization’s website.

Benefits of Chatbots for your Business

Rise Customer Service Availability

Chatbots provides your business with nonstop customer service without employing extra agent. The bots can offer efficient data and answers to inquiries or issues quicker and more productively than an agent.

Chatbot ai 1

Increase Sales

As buyers surf the web, bots send focused pictures in view of past buys and surfing behavior. Bots can similarly be linked to mobile commerce sites to enable shoppers to buy items straightforwardly from cell phones.

Increase Brand Engagement

More brands are utilizing bots to convey branded content. This works also to how a site, Facebook page or a blog has conveyed content before. The change being that the chatbots isn’t static, however customized and intelligent.

Mobile-friendly and instant accessibility

Alongside a web nearness, it has additionally turned out to be progressively significant for brands to have a mobile existence application, mobile-optimized sites. Considering how chat has been around on the mobile for a very long time, most chatbots executions do not bother you to work on tweaking their UI, they are prepared to actualize and are accessible to your customers quickly.

Chatbot ai 3

Solid Connections

Chatbots can help you to remember an upcoming meeting. Even better, they can be utilized to prepare purchasers to your upcoming online class and podcast. This builds customer engagement by removing missed occasions from either end.

Utilize messaging apps

With Facebook Messenger presenting Chatbots stages and APIs, it has turned out to be anything but difficult to take advantage of an expansive user base. These users can draw in with your Chatbots without human involvement.

Chatbot ai 2

Higher user engagement

Most organizations nowadays have a web existence. In any case, with being on the web, limits of day and night, accessibility and inaccessibility have changed, so have customer expectations. This is most likely the main motivation to utilize them. Bots give the user a collaborative experience. It influences customers to feel they are working with somebody to help settle their problem. Bots can enable clients to discover what they are searching for and increase the possibility for them to return.

 Minimal cost & Maximum Revenues

Most importantly, Chatbots are also very cheap. Channels like Facebook Messenger offer the important foundation and APIs for making these bots. They require less upkeep and since it is computerized, there is no labor-intensive work that goes in there. Chatbots has the quickest method for giving a drawing in engaging experience to users.


WHERE Can You Get Chatbots? 

Microtel Techology similarly provides Chatbots Solution that allows you and your customers to improve your Customer Experience and to enjoy the amazing benefits mentioned above.  To find out more on Our Chatbot Solution, contact Microtel Sales team at or send us an inquiry here.

Upcoming Event: Customer Experience Summit 2017 (CX)

cx smt

Customer Experience Summit 2017 (CX)

“Customer Experience … Expounding the Possibilities”

Microtel Technology and Collab are the proud Signature Partners of the Customer Experience Summit 2017 (CX). Last year’s astounding success of the Customer Experience (CX Summit) has brought us back with more interesting  topics and presentations from both local and international experts.

Joining us, the 2 keynote speakers that needs no introduction MR RON KAUFMAN, New York Times Bestselling Author Founder,UP! Also known as the World’s Leading Customer Service Keynote Speaker and MR PAUL STEWART, Speaker, Author, Consultant Founder, ON-Brand Partners.  

Presenters include:

  • Roshan Thiran
  • Anwar Jumabhoy
  • George Aveling
  • Carlos Vasconcelos 
  • Dr. Nikolai Dobberstein
  • Andy Cranshaw

Mr Carlos VasconcelosCarlos Vasconcelos

We are honored to have Mr Carlos Vasconcelos, The Senior Marketing & Business Development Leader Collab to be representing Microtel Technology and Collab. He will be presenting on the topic of AI Powered Customer Journeys and will be sharing insights on how will Artificial Intelligence benefit the contact center industry as a whole.


To find out more on Mr Carlos Vasconcelos’s topic of discussion, please visit us at our booth in Saujana Ballroom foyer for exciting updates, as we will be showcasing Collab Innovative Omni-Channel Customer Engagement Interaction Solutions.

The Saujana Hotel, Kuala Lumpur

22nd to 23rd  November 2017

8.00 a.m. to 6.00 p.m

How unified cloud communications can benefit productivity and customer satisfaction

Productivity, customer satisfaction and business success are the three key benefits to cloud communications, according to a new study.

Sourced through from:


Understanding customers is one of the most crucial step in any business, especially call centers! It becomes increasingly important to have an overall view of each and every customer that calls in, so that agents are able to interact with these customers effectively. Hence, Customer relationship management (CRM) is a major focus in call centers.

Customer relationship management (CRM) is a technology for managing all your company’s relationships and interactions with customers and potential customers. The goal is to improve business relationships. A CRM system helps companies stay connected to customers, streamline processes, and improve profitability.

Here are 6 Benefits of Customer Relationship Management (CRM) in Call Centers:


Easy Access to Data

CRM Solution give agents the full extent of a customer’s information. Customer information is composed of all necessary data on everything from buying and service history to individual contact data, making it less demanding for agents to associate with clients in a convenient, careful, and customized way with increased likelihoods for first contact determination. Moreover, CRM allow agents who communicate with customers regularly to access relevant data on goods, warranties, services and past transactions. From a customer’s point of view, it is very important for call centers to have an exact and up-to-date data for interaction to be a success.


Improved Sales

The main benefit of CRM is that it increases sales as the software focuses on gaining new customers, upgrading associations with current customers and holding client connections. Other than just answering inquiries or sending calls to other individuals inside the association, the information picked up from CRM software can engage call center agents to work well. Agents can easily cover a variation of activities such as credit notices pre-sales queries, return merchandise authorizations (RMAs), order processing, customer support, goods suggestions and post-sales services.


Enhanced Customer Service

A Customer that phones a call center always expects the agent to have all necessary information before hand and answer their inquiries as quick and effective as possible. CRM software has all the call history through the Log History and can route calls by categories to make sure that the most suitable agent interacts with the customer.  By having this data accessible, call center agents can likewise lessen customer’s disappointments caused by having to re-clarify beforehand raised concerns.


Cost Efficiency

Expanded efficiency converts into reduced contact center costs, as less time and assets are expected to oversee customers collaborations. Furthermore, contact centers which utilize a prescient dialing solution with CRM combination lessen costs. Such solutions computerize and catch all call movement straightforwardly into the CRM for better lead management through the inbound management. It monitors the best circumstances to call customers, include valuable real-time metrics and KPIs that may enhance sales and advertising techniques without requiring extra costly telecom equipment or reconciliation. It decreases the general operational cost by minimizing training costs and call dealing with normal time.

increased quality - speed - efficiency

Effective Reporting

CRM Software gives supervisors the data that they in for making on vital choices. Report Management gives call centers the capacity to analyze call volume, case classes, case times and income per call are simply of few of the reports accessible to help the administration group.


Script Management

Casual flowcharts enable call center agents proficiently move customers towards a determination or deal, contingent upon the circumstance displayed. Connecting Call Centers with CRM software gives organizations a chance to make intuitive call scripts which can be accessed rapidly, giving customers the feeling that agents are talking with them in a characteristic, consistent flow. Moreover, these scripts can be connected to quantifiable information, enabling marketers to change scripts upon the viability of the message conveyed.

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