Virtual Office Resource

Small and medium enterprises as well as startups have the same customer service needs as large organizations, but often times the cost associated with implementing call center solutions makes it impossible. With digital technology, call center solutions providers have introduced a wide range of technologies to lower the cost while maintaining, and in many instances increasing the number of services.

Knowlarity Communications just announced the launch of a call center solutions designed to address the needs of SMEs and startups. The new service is built on the same cloud telephony platform the company currently processes more than 2 million calls on daily.

According to Knowlarity, it can easily give organizations in this segment a 30-seat inbound call center set-up without the cost of traditional systems. By deploying the service in the cloud, it cuts down on the capital expenditure of an on premises infrastructure, yet it delivers the flexibility and scalability cloud technology offers.

“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.

The call center solution has CRM integration capabilities so companies can build their workflow with solutions of some of the biggest brands, including Salesforce, Zoho (News - Alert), Freshdesk and others. Services such as SuperReceptionist can be used to increase the levels of productivity from agents with Call Queuing, Live Call Monitoring and Call Barging features.

The Call Queuing feature allows supervisors to manage inbound calls by organizing and routing calls to designated agents. This lets callers talk with agents with skill sets that address their problems. When combined with the Live Calls Dashboard, a real-time picture of active calls,   available agents, average waiting time, calls in waiting and more provides a comprehensive view of the activities of the entire call center.

Supervisors can also monitor, track, control and optimize the productivity of the center as a whole, as well as individual agents.

Knowlarity currently has presence in more than 65 countries around the world serving upwards of 15,000 businesses, making it one of the leading cloud communications provider in emerging markets. In addition to the new Call Center Solutions for SMEs and Startups, the company provides a suite of hosted products with its flagship products SuperReceptionist and SmartIVR that are capable of processing over a million calls an hour.