Despite the prevalence of digital channels for customer service, many customers still prefer to use the phone to contact companies. This preference has led many of the top call center software programs to include phone support as a crucial feature.  

According to Research & Markets, the global call center market will grow from $339 billion in 2021 to $496 billion by 2027. In addition to that, it is estimated that cloud-based call centers report having 27% less downtime.  

The personal touch of speaking directly with a human representative over the phone can establish trust between customers and service agents. However, while phone support is an effective means of helping customers, it is also the most time-intensive, least cost-efficient, and most difficult to measure.  

Moreover, to provide high-quality phone support, it is essential to have an efficient call center software that can route calls to the appropriate agents, equip employees with contextual information, and enable management to implement an omnichannel strategy. 

That’s when VAANI contact center solution comes into play! Wondering what are the top features that make VAANI the ultimate contact center solution for your B2B company? Scroll till the end to find out!

VAANI – The Contact Center Solution Which Adds Care Through Calls  

VAANI contact center solution offers several key features that set it apart from other conventional dialer solutions present in the market. Here are the top 5 key features that make VAANI standout: 

1. Intelligent Routing and Priority-Based Queuing 

VAANI contact center solution uses advanced algorithms to intelligently route calls to the most appropriate agent based on various factors such as customer priority, agent skill set, and wait time. This helps to improve call resolution times, reduce wait times, and provide a better customer experience. 

2. Omnichannel support 

VAANI omnichannel contact center solution supports multiple channels, such as voice, email, chat, social media, and SMS, can help businesses engage with customers more effectively and efficiently. 

3. Predictive analytics 

VAANI omnichannel contact center solution uses predictive analytics and machine learning algorithms can provide insights into customer behavior and help agents to better understand customer needs and preferences. 

Know more: Need for Dialer Software for Outbound Call Centers 

4. Integration with other systems 

VAANI contact center solution integrates with other business systems, such as CRM or ERP systems, can help businesses to streamline workflows and improve data accuracy. 

5. Interactive Voice Response (IVR) 

VAANI dialer solution’s IVR system allows customers to self-serve by providing options to select from a menu or enter details using their phone keypad. This helps to reduce call volumes and provide a more personalised experience for customers. 

6. Real-Time Reporting and Analytics 

VAANI omnichannel dialer solution provides real-time reporting and analytics to various sectors, such as healthcare, BFSI, logistics, edtech, automobile, and more that help call center managers to track and analyse call center metrics such as call volume, wait times, and agent performance. This helps to identify areas for improvement and make data-driven decisions to improve call center operations. 

7. Multi-Channel Support 

VAANI contact center solution offers support for multiple communication channels such as voice, email, and chat. This allows customers to communicate with the call center using their preferred channel, which can help to improve customer satisfaction. 

8. Easy Integration and Customisation 

VAANI dialer solution is a cloud-based solution that can be easily integrated with other business applications such as CRM systems, helpdesk software, and social media platforms. Additionally, VAANI can be customised to meet the specific needs of each business, which makes it a flexible and adaptable solution. 

What makes VAANI different from other inbound call center as a service (CCaaS) software solution? 

VAANI is a cloud-based inbound call center solution that is designed to help businesses manage incoming calls from customers or clients. Here are some of the ways that VAANI manages inbound calls: 

• VAANI contact center solution uses Automatic Call Distribution (ACD) to route incoming calls to the most appropriate agent based on various criteria such as skill level, availability, and customer priority. This helps to reduce wait times and ensure that customers are connected with the right agent quickly. 
• VAANI omnichannel contact center solution’s IVR system allows customers to self-serve by providing options to select from a menu or enter details using their phone keypad. This can help to reduce the number of calls that need to be routed to an agent, and provide customers with a more personalised experience. 
• VAANI dialer solution allows call center managers to monitor and record calls to ensure quality control, compliance, and training purposes. This can help to identify areas for improvement, provide feedback to agents, and improve the overall customer experience. 

• VAANI call center software provides real-time reporting and analytics that can help managers to track and analyse call center metrics such as call volume, wait times, and customer satisfaction. This can help to identify trends and make data-driven decisions to improve call center operations. 

Learn more: How Does a Cloud-Based Call Center Work? 

Conclusion  

According to Markets & Markets, the call center artificial intelligence market is expected to earn a revenue of $2.8 billion by 2024, as projected by call center benchmarks 2020. Amidst such a turbulent growth of contact center software solutions, major industrial sectors are transforming their organisations digitally to serve their customers better, boosting sales and revenue.  

The above-mentioned features make VAANI call center software a standout contact center solution that helps businesses improve their customer service, increase agent productivity, and achieve their business goals. VAANI’s inbound call center solution is designed to help businesses manage their inbound calls more efficiently, provide better customer service, and improve their call center operations. 

Concludingly, VAANI is the major contact center solution that escalates customer satisfaction by tracking online reviews and mentions on social media platforms. Get in touch with eDAS and avail of our sophisticated CCaaS solution right away!  

FAQs on VAANI Contact Center Solution 

• Is VAANI an inbound call center software?  

VAANI is all-in-one call center as a service (CCaaS) software solution. It is an inbound call center solution designed to handle incoming calls from customers or clients. VAANI omnichannel dialer typically includes a range of hi-tech features and tools to help call center agents efficiently manage and resolve customer inquiries, issues, and support requests. 

• What is an inbound call center solution? 

Inbound call center solutions, like VAANI, are used by businesses of all sizes and industries, and are particularly useful for companies that receive high volumes of incoming calls on a regular basis. Some common features of an inbound call center solution include automatic call distribution, call routing and queuing, interactive voice response (IVR) systems, call monitoring and recording, and real-time reporting and analytics. 

• How does VAANI manage inbound calls? 

With the help of automatic call distribution, interactive voice response, call monitoring and recording, and real-time reporting and analytics, VAANI contact center solution manages inbound calls. It is designed to help businesses manage their inbound calls more efficiently, provide better customer service, and improve their call center operations. 

 eDAS is a leading provider of digital automation solutions, offering cutting-edge Software-as-a-Service (SaaS) solutions to help businesses operate more efficiently. Their comprehensive array of products, solutions and services are tailored to meet each customer’s unique needs. eDAS has a strong presence in India, Africa, the Middle-East, the UK, and USA, and serves both enterprise and mid-market customers around the globe.  Their mission is to help customers simplify their business operations through digital transformation. They pursue this goal by utilizing the latest technologies and delivering uncompromised quality to achieve an improved customer experience, greater data exchange, enhanced security and process-oriented solutions.