Click to Call – The Enterprises product of Voice Solution

Click to Call – The Enterprises product of Voice Solution

Big ticket revenue size customers are in

wishlist’s for every SAAS and Voice solutions

company.While discussing few actionable

with Founder of a SAAS organization

expending in Voice  solution. Product

Mix and development of stable API

play a important role for targeting

large tickets size Enterprises.

IVR, OBD, Virtual Number, C2C

and Toll free and API solutions are

Voice products apart from SMS/

Emailing. The ARP ( Average

Revenue of a Product ) differs variably

but each product is important and

highlights the innovative of Voice

 products and important for the cross

sell and revenue.

C2C and Virtual Numbers are favorites and Large revenue generating Voice products. Virtual numbers are VMN and Toll Free. Mostly Enterprises grade clients uses the C2C API solution and billed revenue are large. Usually the call to Agent is connected first and then Customer is connected and Agent and Customer call is patched.

C2C API- C2C API,s ( Click to Click) is originating two calls from OBD servers and patching these between Agent and Customer. On analysis of a product revenue of large voice SAAS company C2C product revenue share is between 40% to 50% and top 5 customers contributing 70% of this 50%.

  • C2C API can be integrated with Brand CRM.
  • All customer interactions and recording are available in panel and can be exported and imported from Brand CRM.
  • Analytics Intelligence for the call flow can be built and designed as per Brand requirements.
  • The Analytics logic’s for the Data base can be integrated with the call flow.
  • API for C2C have to be stable and least connecting time in milliseconds.
  • Options for Fix and Variable CLI in C2C.
  • Verticals like Feedback, Survey, short duration projects, and Lead conversion companies best suited to use C2C API.
  • Most of Voice companies have C2C mobile app also for better experience but the user experience is still low on Mobile apps.
  • C2C api can be used as call option widgets on websites.

Case Study C2C –

A large call center of a Insurance Aggregate with more then 1000 seater capacity is having best of CRM , Agents and Lead conversion. Enhancing Agent,s productivity is foremost KRA. The call centers usually have limited CLI and channels for OBD and limited infrastructure. Scaling the Telecom Infrastructure at shorter notice is also limited for call centers. The tagging of the lead conversion call centers as Spam also brings the call connectivity ratio and it takes a toll on agent,s productivity.

The Voice companies are the biggest aggregate for telecom infrastructure SIP and Pri. Voice companies shared infrastructure and large CLI and channels pool are best suited for large call centers. The CLI can be fixed and variable as per need of the Brand.

The complement strength of Call center infrastructure and Voice companies C2C telecom infrastructure will certainly help in increasing the Agents productivity.

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