HoduSoft

The IT industry works a bit differently as anyone in IT know. There may be in-house staff for development. However, it is more the norm than an exception that IT companies have remote based workers and even hire dedicated developers or outsource parts of their projects to other IT companies in various locations. Complex projects may even have a project manager, software tester and QC in different location. The IT Company that has taken the project in hand serves as the IT hub and has the unenviable task of collaborating with everyone involved. That also includes the customer who must be kept informed about ongoing developments. The customer, in some cases, may be an IT company, with its team handling part of the project. This is where web conferencing software plays an important role in assisting speedy completion of projects even though these are distributed between teams in various locations.  As a communication and work tool There is nothing wrong with a pho...

Artificial Intelligence is changing call center software in different yet subtle ways. There is no doubt that today’s AI powered contact center solutions are miles ahead of the previous generation ones and deliver a delightful customer experience while making life easy for agents.  Language barriers  In the current context call centers must have agents and capabilities to tackle customers from any part of the world. It is no secret that language is a great hurdle. A caller may speak in a language that the agent is not familiar with. This naturally leads to frustration for the caller. Enter AI and the scenario changes. Hodusoft call center software is AI powered with multi-lingual capabilities. The caller speaks in one language and it is translated to the language the call center agent is fluent in, either on the screen or real time voice translation. Going a step further, artificial intelligence can even sense the caller’s mood and prompts the agent so th...

The IP PBX software you get today is far higher on the evolution scale compared to the PSTN based PBX. VoIP brought in its wake many features that facilitate communication and IP PBX is at the core, handling a variety of communication functions.  Single number, multiple extensions An organization with many departments need not have different numbers. The IP PBX software makes use of only one number and countless extensions are possible within the organization right down to specific individuals in each department.  An outside caller may dial only one number and the automated answering feature will pick up the phone and direct the caller to press certain numbers to talk with the person of their choice. The automated response may have a customized greeting.  There is another direct inward dialing facility. Then there is the automatic call distribution feature. The IP PBX, in this instance, works like a traffic controller.  Thes...

Call center software without CRM is only half of the story. Your operations and outcomes will always be less than ideal. CRM integration brings in its wake a host of benefits to call center operations. Here are the top five benefits of call center software and CRM integration. More leads down the sales funnel Call centers handle inbound calls and outbound calls. Majority of inbound calls may be from prospective customers at the primary stage of inquiry. When the call center has CRM integration such calls are captured and go into the database for further handling by sales people. Leads can go down the sales funnel and result in revenue increases for call center clients.  Delighting existing customers  It is tedious for existing customers to call and then be asked to furnish all details about their transaction. With CRM integration it becomes easy for agents to view the history of customers on their screen and personalize interaction. You score point...