Knowlarity launches call centre solution for SMEs, start-ups

NEW DELHI: In any competitive market, it is important for an enterprise to ensure effective and prompt customer service. In view of this key ingredient, Knowlarity Communications, a leading cloud telephony provider, has launched a solution for start-ups and SMEs to establish inbound call centers for connecting with their customers.

This cloud based telephony solution costs lesser than the traditional call center as it cuts down on the expensive infrastructure, yet enables better scalability.

On one hand, small businesses and start-ups find it challenging to implement an effective customer support solution, and on the other hand traditional call centers are difficult to maintain.

However, with Knowlarity’s call center solution being cloud based, an enterprise requires only two basic things to get going: an internet connection and phones (either landline or mobile). The cloud based technology enables seamless operations for organisations with offices across multiple locations. It also makes for flexible options like work from home, or even work from anywhere.

Knowlarity’s cloud telephony platform processes up to 2 million calls on a regular day and does more on peak days. The call center solution is built on top of the same platform and can easily support a 30-seat inbound call center set-up. All this, without the expense of hiring too many customer care executives or installing chaotic wired traditional PBX connectivity. The solution is packed with features like call monitoring, SLA tracking, agent performance reports, agent availability status, agent wrap-up time & more. Owner, supervisor & agent level logins allow for custom preferences setting.

A handy facility, Call Queue, helps users organize and route calls to a set of relevant and available agents. The Live Calls Dashboard is a real-time snapshot of the on-ground situation that displays ongoing calls, available agents, average waiting time, calls in waiting & more. These, and many other unique features enable owners & supervisors to monitor, track, control & optimise agent productivity.

“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.

“Our Call Centre 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," said Prashanth HN, Product Head at Knowlarity.