This means that robust omnichannel contact center solutions are no longer just support engines. They are strategic revenue enablers, influencing cross-selling, compliance, and customer retention.  

Hence, it’s high time leaders asked: Does the communication platform I use unify every channel, scale as I grow, and deliver actionable insights, or is it just another tool with a checklist of features? 

This blog explores two of the most popular contact center solutions-Acefone vs TeleCMI. It is not just a simple vendor comparison but a framework to evaluate what truly matters: operational scalability, omnichannel maturity, and long-term ROI.  

Read on. 

Acefone: A Complete Cloud Communications Solution

Acefone is a cloud-native, omnichannel contact center platform designed for companies that demand more than just voice calling. With a unified dashboard, agents seamlessly manage voice, chat, SMS, email, and WhatsApp interactions without juggling multiple tools. 

Unlike legacy systems or point solutions that require costly integrations, Acefone enables rapid deployment, elastic scaling, and compliance-ready operations. This makes it ideal for leaders who want measurable business outcomes, not IT complexity. 

Core Strengths That Define Acefone’s Value Proposition 

1. True Omnichannel Orchestration: One interface for every channel with a complete interaction history. 
2. Intelligent Call Management: Whispering, barging, and skill-based routing for proactive coaching. 
3. Zero Infrastructure Investment: No setup fees, no hardware. Both browser and app-based. 
4. Unlimited Scalability: Handles unlimited concurrent calls, critical for seasonal or rapid growth. 
5. VoIP-First Architecture: Reliable connectivity from any device, perfect for hybrid or remote teams. 
6. AI-Powered Post-Call Analytics: Instantly analyzes every conversation for compliance, customer intent, and agent performance. 

Understanding TeleCMI’s Approach to Cloud Communication 

TeleCMI is an AI-driven cloud contact center catering primarily to startups and SMBs. It offers voice, text, and video meetings through a cloud-based setup that emphasizes quick onboarding. 

For businesses new to cloud telephony, TeleCMI provides pre-built CRM integrations for Zoho, Salesforce, and Pipedrive. 

The platform promotes 99.9% uptime and flexible domestic/global calling plans ($0.007/minute). However, its strengths remain concentrated in voice communications, with limited omnichannel maturity. 

Key Advantages of TeleCMI’s Platform 

• AI-Enhanced Features: Basic analytics and routing for smaller teams. 
• CRM Integration Capability: Ready connectors for major CRMs. 
• Flexible Pricing Tiers: Entry-level affordability with discounts for 30+ users. 
• No Hardware Requirements: Accessible via desktop or mobile. 

Ready to make Smart Calling better with Acefone?

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What Decision-Makers Should Remember 

• Omnichannel isn’t optional anymore: Customers expect seamless experiences across every channel, making unified engagement the new baseline. 
• Scalability defines ROI: A platform’s ability to grow without disruption determines long-term cost efficiency and value. 
• Supervisor visibility drives results: Real-time coaching and monitoring directly improve agent performance and customer satisfaction. 
• APIs vs. connectors: Open APIs future-proof your stack, while rigid connectors limit flexibility as your tech evolves. 
• Total cost matters: Beyond licenses, hidden fees, scalability limits, and migration costs shape true ROI. 

Acefone VS TeleCMI: Key Comparison

Omnichannel Maturity 

Acefone’s strength lies in true omnichannel communication. Agents can manage calls, chat, SMS, email, and WhatsApp from a single workspace, with full interaction history intact. The unified dashboard provides easy channel switching, reducing errors and streamlining resolution.  

While TeleCMI supports multiple channels, such as voice, text, and WhatsApp, each channel is managed through a separate interface. This leads to fragmented communication, inconsistent customer experiences, and increased agent workload due to the lack of a unified view. 

Supervisor Controls & Call Management 

Acefone equips you with state-of-the-art coaching tools like whisper, barge, and live monitoring. Beyond this, the latest Acefone launch of AI-powered Post-Call Analytics takes QA to the next level. It automatically analyzes conversations for intent, compliance risks, and agent performance. This empowers managers to shift from reactive reviews to data-driven, proactive coaching.  

TeleCMI supports basic routing and recording but lacks the same depth of AI-enabled analysis. 

Scalability & Architecture 

Acefone is designed for elastic scalability, handling unlimited concurrent calls with minimal effort.

TeleCMI sets limits by plan (users, channels, CPS) and offer unlimited inbound concurrent calls only in its enterprise / higher-tier plans.  

Integrations & APIs 

Acefone shines by offering all these integrations along with REST APIs and WebRTC support for all channels of communication. This makes it ideal for companies with evolving stacks. 

TeleCMI offers CRM integrations (Zoho, Salesforce, Pipedrive) only for the call feature.

Agent experience & remote work 

Acefone’s VoIP-first omnichannel design supports distributed teams and ensures every channel interaction syncs seamlessly with one another. 

TeleCMI also supports remote work but is more voice/CRM-centered. 

Pricing & commercial model 

Acefone: no setup fees, transparent subscription pricing, unlimited scalability. 

TeleCMI: tiered plans with per-minute charges. 

Final Verdict 

TeleCMI is a suitable starting point for SMBs with modest voice-first needs. However, Acefone’s omnichannel maturity, unlimited scalability, and AI-powered Post-Call Analytics make it the clear winner. By turning every conversation into actionable intelligence, Acefone empowers leaders to optimize revenue, retention, and compliance at scale. 

The post Acefone VS TeleCMI: Which is Best for Your Business? appeared first on Blog | Acefone.

India — September 29, 2025: Acefone, a leading cloud communication platform, announced the launch of AI-powered Post Call Analytics. It is an add-on, paid analytics capability that transforms voice calls into structured, decision-ready intelligence.  

The new module uses advanced LLM to surface customer sentiment, pinpoint friction, verify policy adherence, and score agent performance at scale. 

Designed for CX leaders, the feature addresses a familiar operational gap: only a small fraction of conversations is reviewed manually, while the rest remain unmined. Post Call Analytics closes that gap by analyzing 100% of recorded interactions after they occur and converting them into clear, auditable metrics and coaching actions. 

Why it matters? 

For Indian enterprises competing on experience, every conversation is now a first-party data asset. Yet QA teams still sample only a sliver of calls. Moreover, compliance checks often happen after the fact and retention teams detect churn risk when it’s too late.  

Post conversation analytics solves these problems with a pragmatic, human-in-the-loop approach: 

• Customer Sentiment & Themes: Understand intent, tone, and emerging issues, without adding survey fatigue. 
• Regulatory Readiness: Programmatically check interactions against compliance checklists (e.g., consent language, disclosure order, PII handling). Vital especially for BFSI, Healthcare, and other regulated sectors operating under frameworks such as DPDP Act (India), GDPR, and PCI DSS. 
• Agent Performance & Coaching: Score calls objectively, identify skill gaps, and generate targeted coaching queues that supervisors can action in minutes, not weeks. 
• Churn Prediction Signals: Detect dissatisfaction patterns (keywords, silence spans, repeated escalations) early enough for retention teams to intervene. 

Announcing the launch, Ashish Nijhara (Chief Product & Technology Officer, Acefone) highlighted the transformative impact of the solution – “At Acefone, we don’t pursue artificial intelligence merely to follow trends. Instead, we believe in building solutions that maximize value for our users. Post call analytics is where AI delivers the fastest, most measurable value. By analyzing every call, we give leaders objective, defensible insights they can trust. Our focus is on accuracy, explainability, and governance, so that every score and compliance check stands up to scrutiny.”   

What’s new in Acefone’s AI Call Analytics? 

1) Conversation-to-insight pipeline
Acefone ingests call transcripts and performs domain-tuned speech-to-text where applicable. It then runs LLM models to extract sentiment, intent, entities, silence and overlap patterns. Additionally, it detects escalation markers and compliance signals. Results stream into QA scorecards, trend dashboards, and role-based reports. 

2) Agent performance analytics
Calls are scored across soft skills (empathy, clarity), process adherence (verification steps, resolution path), and outcomes (first-contact resolution proxy, next steps agreed). Supervisors can filter by team, queue, or campaign, automatically populate coaching packs, and measure improvement over time. 

3) Churn and escalation signals
PCA identifies early-warning indicators from repeated callbacks to unresolved promises. This helps customer success and retention teams to trigger save-actions (credits, callbacks, priority routing) in the integrated CRMs or ticketing tools. 

4) Secure by design
PII redaction, role-based access controls, configurable retention, and encryption in transit and at rest are standard. Customers can align settings with internal data-governance policies and applicable regulations. 

How does it fit in existing stacks? 

AI Call Analytics sits natively inside Acefone’s unified cloud-based communication platform. Since the analytics operate post-interaction, deployment is minimally disruptive. Teams can  initiate campaigns with the auto dialer software, validate outputs against human QA, calibrate thresholds, and expand rapidly.

Shella Seth (Chief Business Officer, Acefone) emphasized the commercial advantage,  stating  “Enterprises want AI technology that can be proven and deliver a measurable ROI. With our AI Call Analytics capability, you can get a bird’s eye view of all your customer conversations and analyze the brand positioning by every CSR. This will help you fix the root causes of churn, non-compliance, and poor customer experience. Companies can also analyze buying and promise-to-pay intent to forecast revenue pipeline. These are tangible results you can show to your boards. It’s AI that pays for itself in measurable retention and risk reduction.”  

Governance, accuracy, and human-in-the-loop 

Acefone emphasizes human supervision. Supervisors can drill into model rationales (the evidence excerpts that drove a score or flag), override results, and feed those corrections back for continuous improvement. Enterprise admins control storage regions, retention windows, and redaction policies to align with internal and external standards. 

Availability 

AI Call Analytics is already available for Acefone’s customers as a paid add-on to its Cloud Communication Suite. Existing customers can contact their account manager to enable a guided pilot. 

About Acefone 

Acefone is a trusted global cloud communications provider rated 4.7/5 for reliability and service excellence. This all-in-one platform covers voice calling, messaging, WhatsApp Business, email, and video to help businesses deliver exceptional customer experiences. Backed by 99.5% uptime, the platform empowers over 5,200 organizations worldwide to streamline operations, gain AI-driven insights, and drive measurable growth. 

The post Acefone Launches AI Post Call Analytics for Faster and More Efficient QA   appeared first on Blog | Acefone.

If you are a CPaaS provider or a UCaaS platform serving Indian businesses, this means navigating a transformed compliance landscape. Here’s what actually changed, what it means for your business, and how to adapt. 

Current Scenario of Telecom Sector 

The transformation of India’s telecom revolution began with the modernization of public networks in the 1980s. The government set up the Centre for Development of Telematics (C-DOT) in August 1984 to design indigenous digital switching systems. 

Liberalization provided the real ignition. The 1999 National Telecom Policy shifted the sector from high fixed license fees to a revenue-share regime. This stabilized operators and accelerated rollout.  

Within a decade, teledensity leapt from 2.32% in March 1999 to 62.51% by October 2010. The subscriber base surged from 14.88 million in 1997 to 300.49 million in March 2008. By March 2006, India had already crossed 140.32 million users, a steep climb captured in the chart below.  

By mid-2025 the market’s scale and structure looked like this: 

• 1,171.91 million wireless subscribers (including 5G FWA) 
• 48.11 million wireline users, for a total of 1,220.02 million connections.   

Overall teledensity stood at 86.15%, with 125.74% in urban India and 59.19% in rural areas. These figures frame both the achievement and the remaining inclusion gap.  

What Does GST 2.0 Actually Include? 

The next-generation reforms implemented under GST 2.0 have simplified tax slabs to 5%, 18%, and 40%. The Council has simplified the structure into a 5% slab for essentials, 18% for standard goods, and 40% for luxury/sin items, replacing the earlier complex categories.  

The Big Picture Numbers:  

• 78% of all goods now fall under the 5% slab, down from previous higher categories 
• Electronics saw major relief with items like TVs moving from 28% to 18%    

The changes have become effective from September 22, 2025. 

Elaborating upon the new regime, India’s finance minister Nirmala Sitharaman called GST 2.0 a “system cleaning reform.” She said that “These reforms have a multi-sectoral and multi-thematic focus, aimed at ensuring ease of living for all citizens and ease of doing business for all.”  

Telecom’s GST Status 

The new regime impacted a wide variety of goods and services, leaving out a few. The verdict for telecom? Services have remained largely untouched by rate reductions. Here is the transformation in a nutshell: 

Zero Direct Relief 

Despite widespread speculation about potential rate cuts, GST on telecom services maintained its 18% rate. This affects: 

• Mobile voice calls and SMS 
• Data services and broadband 
• Value-added services 
• Roaming charges 
• Enterprise telecom solutions 

Why no change? The GST Council focused its rate rationalization efforts on goods that could provide immediate relief to final consumers. Telecom services, generating approximately ₹3.36 trillion in annual revenue, remain a crucial tax revenue source for the government. 

What Changed Behind the Scenes? 

While consumer bills saw no direct GST relief, you as telecom operators, might face significant operational changes: 

1. Place of Supply Rules for Intermediary Services

New Rule: Place of supply for intermediary services shifted to the recipient’s location. 

Impact for Telecom: 

• India-based aggregators and resellers can now qualify more services as zero-rated exports 
• International Application-to-Person messaging services, i.e.. text messages sent from a business application or platform to a person in another country benefit significantly 
• Carrier service brokering sees improved margins 

Example: A Mumbai-based CPaaS provider routing international SMS traffic can now treat more transactions as exports, reducing domestic GST liability from 18% to 0%. 

2. E-Invoicing Compliance Gets Stricter

Critical Deadline: Companies with Annual Aggregate Turnover (AATO) ≥ ₹10 crore must upload e-invoices within 30 days to the Invoice Registration Portal (IRP). 

What this means for telecom operators: 

• Time to upgrade billing systems, delays won’t cut it anymore 
• You’ll need real-time compliance tracking to stay on top of the rule 
• Miss the 30-day window? Your invoice could be rejected, impacting GST credit and reporting 

3. GSTAT Is Now Live for Dispute Resolution

The GST Appellate Tribunal (GSTAT) is officially up and running and has started accepting appeals. Hearings are expected to begin in December 2025. 

Why this matters for telecom: 

• Faster resolution for prepaid voucher valuation issues 
• Clarity on how to classify roaming and interconnect charges 
• A more streamlined way to handle discount and commission disputes 

It’s a welcome move, finally, a clear path to resolve long-standing tax ambiguities. 

4. Input Tax Credit 

The GST rate on telecom services remains unchanged at 18%. However, the changes in GST rates on goods have opened some real opportunities to optimize your ITC strategy. 

Equipment & Infrastructure

• Most network hardware still attracts 18% GST 
• Some peripheral equipment may now fall under lower-rate slabs, time for a classification review 
• Bundled device + service plans might need re-evaluation under the updated HSN codes 

Consumer Electronics Boost

GST cuts on items like TVs, appliances, and gadgets could fuel higher consumer spending. That translates into more data usage, an indirect win for telecom operators. 

Adaptation Over Expectation 

GST 2.0 brought significant tax relief for goods, but telecom services were left untouched at 18%. So instead of waiting for a rate cut that might never come, your focus can now shift to: 

• Strengthening compliance systems 
• Finding new ITC optimization opportunities 
• Reworking export and intermediary service strategies 
• Reviewing equipment classifications and procurement plans 

As GST reshapes telecom operations and compliance, ensure your customer engagement evolves too. Explore how a strong customer experience strategy can help your telecom business stay compliant while delivering exceptional service

Key Takeaways for Telecom Operators 

• No GST reduction on consumer bills 
• Compliance requirements are getting tighter 
• Export and cross-border service opportunities are growing 
• Equipment procurement and bundling strategies need fresh analysis 

What Success Looks Like 

The telecom companies that move fast, embrace the new compliance landscape, and rework their tax strategies will be in a stronger position. Those still waiting for rate cuts may fall behind. 

In this new phase of GST, agility beats expectation. 

Want to stay compliant and efficient under the new GST regime? Explore how BPO call center software can help streamline operations and reduce cost burdens. 

FAQs 

The post How GST 2.0 is Going to Influence the Telecom Sector  appeared first on Blog | Acefone.

The reality is that the auto dialer cost isn’t just a sticker price. It’s licensing, calling minutes, minimum seat charges, add-ons, and the hidden taxes of switching when features don’t scale.  

This guide breaks down the details of auto dialer pricing and compares the most popular providers. 

Read on and you’ll be able to buy a cost-effective dialer with a CFO-friendly lens. 

How to Read Auto Dialer Pricing? 

Before we dive into the vendor-by-vendor breakdown, let’s take a quick look at what actually drives auto dialer costs: 

• Licensing: Per user, per month; annual billing is often cheaper. 
• Usage: Metered calling minutes for domestic and international calls. 
• Dialer access: Included in a plan vs. paid add-on (power/parallel/predictive). 
• Seat minimums: Some tools require a min. user count in different tiers. 
• Ecosystem: CRM/helpdesk integrations might be gated to higher plans. 
• Compliance & scale: Tools for DNC and TCPA compliance, call recording storage, and how many calls you can run concurrently.  
• Support & onboarding: Hands-on setup or migrations can be chargeable. 

Now that you understand the components of an auto dialer software cost, let’s compare the most popular providers. 

How Much Does an Auto Dialer Cost? 

The auto dialer software market is overflowing with options, across multiple price ranges. This makes it difficult to determine a reasonable price for your solution. It is easy to feel overwhelmed. 

To help you out, we’ve highlighted the top auto dialer software providers, focusing on pricing and key features. 

1. Acefone  

Acefone delivers a high-value, cloud-first auto-dialer platform tailored for multiple industries. It streamlines outbound and inbound operations with multiple dialing modes, deep analytics, and omnichannel contact center solutions (voice, SMS, WhatsApp, video). All of the advanced features are backed by robust compliance controls and 24/7 support. Users find its seamless setup, ease of use, and full-featured interface, without the enterprise price tag one of the most appealing factors among competitors. 

Top-Rated Features: 

• Shared Unified Inbox– Access conversations from different channels (voice, video, WhatsApp, SMS) in one inbox. 
• Click-to-Call & One-Click Dialing — Initiate calls instantly with a single click for faster outreach. 
• Multi-Device Support: Full agent functionality on the go via Acefone app. 
• Automatic Call Distribution (ACD): Route inbound calls to available agents with pre-defined logic. 
• Real-Time Reporting & Monitoring: Live admin dashboards and agent assistance tools like barge, whisper, and transfer. 

Multiple Dialer access: Progressive, power, preview, ratio, auto and AI dialers included in core plans. No need to jump to higher tiers or bolt on separate modules to unlock power or predictive (AI) dialing. 

Best for: Teams seeking transparent, all-in-one pricing with omnichannel capability and enterprise-grade compliance without overspending. 

2. JustCall 

JustCall is praised for its streamlined interface that effortlessly supports voice, SMS, and WhatsApp outreach. Users love its seamless CRM integration and intuitive scheduling tools. As a cloud-first platform, it’s designed for both sales and support teams needing straightforward automated dialing that doesn’t sacrifice flexibility or channel diversity.

Top-rated features: 

• Click‑to‑Call functionality  
• Auto Dialer/predictive dialing  
• Contact personalization with engagement history  
• Build custom integrations via APIs/webhooks 
• Multi‑channel (Voice, SMS, WhatsApp) outreach 

Dialer access: Auto/power dialing features are tied to higher-tier plans; confirm per tier if you need advanced workflows. 

Best for: SMB–midmarket sales teams wanting a sales-centric dialer with popular CRM integrations. 

3. CallHippo 

CallHippo delivers a powerful yet easy‑to‑use virtual phone system, highly valued for its power dialer and robust ACD (Automatic Call Distribution). Its reporting suite and cross-platform availability, both desktop and mobile, make it popular among globally distributed teams.
Top-rated features: 

• Auto Dialer/predictive dialing  
• Automatic Call Distribution (ACD)  
• Extensive reporting dashboards  
• 24/7 world‑class support  
• Desktop & mobile app accessibility 

Dialer access: Auto/Power/Parallel dialers in Platinum & Enterprise; earlier tiers may miss key automations. 

Best for: Teams wanting aggressive outbound tools at mid-range price points. 

4. CloudTalk 

CloudTalk is a drag‑and‑drop, workflow‑focused contact center built for efficiency. Users prefer its smart dialing, call flow builder, and automation stack. This is because it shaves minutes off each call, while meeting CRM integration needs across global teams.
Top-rated features: 

• Drag & drop workflow automations  
• Multi‑step call flow builder  
• Smart dialer auto‑dialing  
• Speech analytics, IVR, inbound screen‑pop, persistent data, reporting dashboards, session recording, workforce management 

Dialer access: Included only at the Expert plan or via an add-on. 

Best for: Global teams that want EU-centric pricing, flexible bundles, and strong analytics. 

5. Aircall 

Aircall serves as an AI‑powered communications platform, unifying channels and automating workflows for high‑performing teams. Reviewers highlight its auto‑dialer capabilities, sophisticated IVR, concurrent call handling, and contextual screen‑pop features.
Top-rated features: 

• Auto/Predictive Dialer  
• Session Queuing (queue hold/routing)  
• Concurrent calling volume support  
• Smart IVR systems 
• Inbound call pop-ups for agent context  

Dialer access: Requires Professional plan; min. seat requirements may apply. 

Best for: Sales-led orgs. needing clean UX and Google Chrome-extension workflows; plan carefully for dialer access. 

6. Ringover 

Ringover combines a modular dialer system with a unified phone solution. Users appreciate the ability to add Power Dialer or Parallel Dialer features à la carte to their plans, allowing fine‑tuned control over dialing capabilities.
Top-rated features: 

• Power Dialer add‑on (per‑user)  
• Parallel Dialer add‑on  
• Flexible module-based pricing  
• Sales‑kit dialing options (power/parallel)  
• Integrated inbound/outbound phone system  

Dialer access: Can be bundled in a plan or bought as an add-on. 

Best for: Outbound teams that like modular add-ons (power vs parallel) on top of a phone system. 

7. Aloware 

Aloware delivers an all‑in‑one omnichannel contact center focused on productivity. Its power dialer with voicemail drop and local presence calling are particularly well‑reviewed by sales users aiming to connect faster and smarter.
Top-rated features: 

• Auto Dialer/predictive dialing  
• Speech analytics  
• IVR functionality  
• Inbound call pop-ups & persistent data  
• Power Dialer with voicemail drop, local presence, bulk SMS/MMS, real‑time agent monitoring  

Dialer access: Power dialer included on higher tiers. 

Best for: Blended call+SMS outreach teams who want simple packaging. 

8. Dialpad 

Dialpad is a feature-rich business VoIP and contact center platform, praised for its outbound auto‑dialer and AI-driven productivity tools. Reviewers applaud its call quality tracking, powered by AI‑sales assistants and insights.
Top-rated features: 

• Auto Dialer / predictive dialing  
• Speech Analytics  
• IVR capabilities  
• Click‑to‑Call with CRM contact sync  

Dialer access: Power dialer not available in the entry voice plans. 

Best for: Enterprises. 

9. Freshdesk Contact Center (Freshcaller) 

The Freshdesk Contact Center leaves users impressed with its global reach, ease of setup, and powerful outbound dialer options. It contains preview, progressive, predictive, and agentless dialing, especially paired with seamless CRM/helpdesk integration.
Top-rated features: 

• Outbound Power Dialing (preview, progressive, predictive, agentless)  
• Setup in 90+ countries with zero hardware 
• Automated attendants for streamlined customer flow  
• Full ticket and call lifecycle integration inside Freshdesk  
• Global phone number availability  

Dialer access: Outbound auto/power dialers generally require Pro/Enterprise plan. 

Best for: Teams already in the Freshworks ecosystem in need of ticketing + telephony alignment. 

10. Exotel 

Exotel’s India‑centric dialer offers flexibility through credit‑based bundles and regional support. It’s tailored for teams needing scalable, credits‑based dialer access across outbound campaigns and agent setups.
Top-rated features:  

• Credit-based outbound bundles  
• Scalable agent-based rental models  
• Regional deployment with flexible bundling  
• Ideal for campaign-style outbound in India  
• Integrates into broader contact center credit ecosystem 

Exotel Call Dialer Software Pricing access: Advanced dialer is part of contact center stack (pricing by bundle/credits). 

Best for: India-focused deployments where credit packs align with campaign-style outbound. 

Conclusion  

Choosing an auto dialer requires a thorough understanding of call management requirements. Every client has requirements unique to the nature of their business. For instance, sales calls have specific needs that differ collections or customer support.  

The above-mentioned list of 8 providers will enable you to make an educated choice. With it, you will be able to find a reasonably priced but suitable auto dialer software provider for your company. 

If you’re looking for a solution that balances powerful features with transparent, all-in-one pricing, Acefone stands out. With its integrated dialer access, omnichannel capabilities, and enterprise-grade tools and without an expensive price tag, it is everything you will ever need. 

Frequently Asked Questions

The post Choosing the Right Auto Dialer: Cost Comparison & Insights appeared first on Blog | Acefone.

The majority of your customers expect a response in minutes, but most email queries still take a full day or longer to get an answer. This gap between expectation and reality frustrates customers and puts pressure on support teams already working with tight budgets. 

Traditional support channels like phone and email are slow and expensive. Remote teams often struggle to stay consistent, and customer demand for immediacy keeps rising. The result is higher costs and declining satisfaction. 

This is why WhatsApp marketing software is such a game-changer. It doesn’t just add another channel; it bridges the gap between what customers expect and what teams can realistically deliver. With instant messaging, automation, and seamless integration into your existing systems, it has the power to improve both customer experiences and operational efficiency. 

Let’s understand more about it. 

What Is WhatsApp Marketing?

It involves using the WhatsApp marketing software to interact with customers, offer real-time support, and build lasting relationships with potential buyers. 

Rather than relying on cold emails or generic ads, this approach focuses on creating direct, personalized communication through a channel people already trust and use for messaging their friends and family on their phones. 

Picture this: you run a small business that sells handcrafted jewelry. You’ve got your social media pages and a website up and running. But many customers drop off before completing their purchases. 

To bridge that gap, you start using WhatsApp marketing software. Now, customers can message you to ask about your products, place orders, or even request custom designs. You can send photos, videos, and voice notes directly, offering a smooth, personalized shopping experience that feels like a real conversation rather than a sales pitch. 

That’s the core of WhatsApp marketing, making customers feel valued, not targeted. 

Businesses can also use WhatsApp marketing services to share bulk updates like discounts, new arrivals, or limited time offers. With tools like the WhatsApp Business API, you can automate these messages to ensure your audience receives timely, relevant information without sacrificing the human touch. 

Phone Queues to Instant Messaging 

Think about the economics of support. Resolving an issue by phone typically costs several dollars per ticket. Email often drags across three to five exchanges before reaching a resolution. Both methods are inefficient, expensive, and frustrating for customers.

WhatsApp is different. It’s fast, convenient, and already part of your customers’ daily routines. Businesses are catching on quickly, around 5 million are now using WhatsApp marketing software to connect with their customers. 

For support leaders, WhatsApp offers a path to respond and resolve issues in ways phone and email can’t. The ability to send images, videos, or quick replies makes support more natural and engaging. Add in automation, smart routing, and sentiment analysis, and you have a channel that’s faster, cheaper, and more customer friendly. 

What Makes WhatsApp Marketing Software So Powerful? 

WhatsApp Business API helps you meet customers where they are, while also giving your team tools to work smarter. Rich media messaging lets you share troubleshooting videos instead of long email instructions. Transactional updates can be automated with pre-approved templates, ensuring speed and compliance. Features like quick replies and catalogs guide customers toward resolution seamlessly. 

Integration is where the magic happens. Connected to your CRM, WhatsApp chats carry full customer context. Linked with ticketing systems, every interaction is automatically logged and tracked. Dashboards provide real-time visibility into response times, volume, and satisfaction. 

Automation pushes efficiency even further. Chatbots can instantly handle common tier-1 queries. Smart routing ensures complex issues reach the right agent. Sentiment analysis alerts managers when a customer is frustrated and needs priority attention. 

We call this the 3R model: rapid response, rich resolution, and relationship building. Respond quickly, use the right media to resolve effectively, and follow up to show you care. 

Benefits of Using WhatsApp Marketing Software 

WhatsApp offers far more than just a way to send messages. It is a powerful marketing tool that helps you connect with customers on a deeper level. Here’s how it adds real value to your marketing efforts: 

1. Build Personal Connections

One of WhatsApp’s greatest strengths lies in how personal it feels. Unlike emails or social media broadcasts, WhatsApp messages arrive in a space where users are already chatting with friends and family. This makes communication from brands feel more intimate and human. 

Take a local bakery, for example. It could use WhatsApp to remind customers about upcoming orders or suggest treats based on past purchases. This kind of tailored interaction fosters loyalty and keeps customers coming back. 

2. Higher Engagement Compared to Other Channels

WhatsApp consistently outperforms other platforms when it comes to engagement. With an open rate as high as 98% (compared to email’s average of 21.3%). Messages sent on WhatsApp are far more likely to be seen and acted on. 

Let’s say you’ve just dropped a new product line. A simple message with product images and a limited-time discount can get immediate attention and boost sales far more efficiently than an email blast. 

3. Fast, Convenient Customer Support

Customers increasingly prefer texting over phone calls or emails. WhatsApp messages meet that demand perfectly. In fact, 72% of consumers say they only engage with marketing messages tailored to their interests 

You can use WhatsApp marketing services to answer questions, provide updates, or offer automated support 24/7. For instance, a fitness center could handle class inquiries or membership details instantly, improving both service speed and customer satisfaction. 

4. Affordable and Scalable

WhatsApp marketing software is a budget-friendly alternative to costly advertising or SMS campaigns. Once your business account is set up, sending messages incurs no extra cost beyond internet access. 

Whether you’re a solo entrepreneur or a growing enterprise, WhatsApp solution lets you reach your audience without draining your marketing budget. 

5. Share Rich Multimedia Content

WhatsApp supports various content formats like photos, videos, PDFs, and more. This makes marketing more engaging and informative. Unlike some platforms, you don’t have to worry about being flagged for sending rich media. 

Imagine a restaurant sending out its daily menu or behind-the-scenes kitchen videos. These visuals make promotions feel more authentic and compelling than plain text ads. 

With its high engagement rates, personal feel, multimedia flexibility, and ability to support real-time service, WhatsApp marketing software goes beyond being just a chat app. It becomes a full-fledged marketing channel that helps you connect with customers meaningfully and drive measurable results. 

Top WhatsApp Business Solution Providers 

How to Choose the Right WhatsApp Business Solution Provider? 

Choosing the right WhatsApp Business Solution Provider is a crucial step to ensure maximum utilization of the platform. Not all providers offer the same features, support, or pricing models, so selecting the right partner can significantly impact your communication strategy and ROI. Here’s what to look for: 

1. Official WhatsApp Partner

Ensure the provider is an official WhatsApp Business Solution Provider, authorized by Meta. This guarantees compliance with WhatsApp’s policies, better reliability, and access to the latest features and updates. 

2. Feature Set & Capabilities

Look beyond just messaging. A good BSP should offer: 

• Advanced automation and chatbot integration 
• CRM integrations 
• Multi-agent support and shared inbox 
• Analytics and reporting tools 
• Make sure the platform fits your marketing needs. 

3. Ease of Use

A user-friendly dashboard, intuitive interface, and easy onboarding process can save your team time and reduce training costs. Ask for demos or trials to evaluate the platform firsthand. 

4. Scalability

Choose a provider like Acefone that can grow with your business. Whether you’re handling hundreds or millions of messages per month, the solution should scale without compromising performance or cost-efficiency. 

5. Customer Support

Strong, responsive customer support is essential, especially when issues arise during peak business hours. Look for providers with 24/7 assistance, onboarding help, and dedicated account managers. 

6. Pricing Transparency

Understand the cost structure clearly. Some BSPs charge based on message volume, while others may offer flat-rate or tiered pricing. Make sure there are no hidden fees and confirm how template message pricing works in your region. 

7. Compliance and Security

Your provider should prioritize data protection and comply with global regulations like GDPR. End-to-end encryption, secure hosting, and user data policies should be non-negotiable. 

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Best Practices for WhatsApp Business Marketing 

To get the most out of WhatsApp marketing services, it’s important to follow a few key practices. These help ensure your messages are welcomed, build trust, and encourage meaningful engagement with your audience. 

1. Ask for Permission First

Before sending any messages, always get clear opt-in consent from your customers. This not only respects user privacy but also ensures you’re compliant with data protection laws like GDPR. A simple incentive, like a 10% discount for signing up, can encourage customers to join your WhatsApp list voluntarily. 

2. Segment Your Audience for Better Relevance

Personalization is essential in WhatsApp marketing, and segmenting your audience helps make messages more targeted. Organize contacts based on purchase history, preferences, or behavior. For example, a beauty brand can send tailored offers to customers who have shown interest in skincare products, making the message more relevant and effective. 

3. Keep Messages Short and Focused

Long messages are often ignored. Instead, keep communication brief, clear, and packed with value. An electronics store might send a quick update about a flash sale, along with a link to shop. This format respects your customer’s time and increases the chances of a response. 

4. Use Rich Media to Boost Engagement

One of WhatsApp’s strengths is its ability to support multimedia. You can take advantage of this by sharing videos, images, or voice messages. For instance, a fitness studio could send video snippets of daily workouts to keep clients engaged. Visual content grabs attention and makes your message stand out. 

5. Automate Responses for Instant Support

Timely replies are critical for keeping customers happy. With communication solutions like Acefone, you can automate responses to FAQs or common requests, even outside working hours. A restaurant, for example, could use a chatbot to confirm bookings, answer menu-related questions, and share special offers automatically. 

6. Encourage Two-Way Conversations

Unlike many other marketing platforms, WhatsApp is built for two-way communication. Use it to invite questions, collect feedback, or handle direct orders. A local bakery might take custom cake orders via chat and confirm delivery, creating a personalized experience that strengthens customer trust. 

7. Respect Boundaries and Avoid Spamming

Sending too many messages can backfire. Avoid overwhelming your audience with frequent updates. Instead, focus on sharing useful, relevant information at a reasonable pace. For example, a clothing store might send one product update each week or a promotional newsletter once a month. 

8. Track and Improve Your Strategy

Monitoring your campaign performance is key to long-term success. Use tools like Acefone to track open rates, responses, and conversions. A travel agency, for example, can see how many people clicked on a trip offer and adjust future campaigns accordingly. 

Regular analysis helps refine your approach and improve results over time. 

Final Thoughts: Why WhatsApp Marketing Matters 

WhatsApp marketing isn’t just a trend; it’s a smarter, faster way to connect with your customers. By combining personal interaction, automation, and high engagement, it delivers real results without the high costs of traditional channels.  

Whether you’re supporting, selling, or building brand loyalty, WhatsApp business marketing offers a complete solution. All you need to do is choose the right tools provider, follow best practices, and turn conversations into conversions one message at a time. 

The post What is WhatsApp Marketing? How is it Useful for Business? appeared first on Blog | Acefone.

One powerful tool that can help you do so with ease is contact center software. These solutions have transformed the way businesses handle customer interactions. They have revolutionized managing call center operations by integrating cloud technology and streamlining processes into daily operations. This is why the cloud-based contact center market growth is projected to reach $162.5 Billion by 2033. 

Without cloud, you are more likely to struggle running your contact center operations smoothly.  

Keep reading to learn more about the top ways to boost your the efficiency of your contact center operations with cloud-based solutions.  

What is Contact Center Operations?

A Contact center operations refers to managing all processes, technologies, and resources used to handle customer interactions. This includes phone, email, chat, and social media channels. The goal is to provide effective, personalised customer service.

With an omnichannel communication approach, they enable agents to manage customer interactions across platforms. For this, they use specialized tools known as contact center software to deliver efficient and consistent support. 

What are the Essential Elements of Managing Contact Center Operations? 

All operations teams, whether in marketing, revenue, or sales, share a common goal. It is to make their workflow faster, smarter, and more efficient. In a contact center, achieving this requires focusing on a few critical components. 

Here’s what you need to begin: 

1. Clear Goals, Metrics, and KPIs 

To enhance the efficiency of your contact center operations, you first need to define what success means for your team through Key Performance Indicators(KPIs). For example, if your main focus is improving customer experience, you would track metrics like CSAT, CES, or NPS scores. 

If increasing agent productivity is the priority, key metrics might include average response and resolution times for tickets, both at the individual and team levels. When adding new communication channels, such as chatbots, relevant KPIs could be the ticket deflection rate or first contact resolution rate. 

2. Data Tracking, Reporting, and Performance Monitoring 

After setting your priorities, the next step is to monitor performance and extract actionable insights from your data. Well-designed dashboards help teams keep track of the metrics that matter most. For agents, dashboards can provide real-time updates on incoming queries and personal performance stats.  

Supervisors can use customized dashboards to oversee agent performance at both team and individual levels. They can also analyze customer trends to forecast case volumes, identify peak periods, and plan for seasonal demands to avoid overstaffing. 

3. Comprehensive Technology 

A key element of effectively managing contact center operations is selecting the right software solution. The ideal platform should enable your team to simplify workflows. It should also give your team quick access to all customer information in one place and offer real-time analytics. 

The right technology can help you: 

• Track essential metrics like customer hold times, agent retention rates, speech analytics, and cross-channel performance. 

• Manage multiple communication channels—including social media, in-app chat, and email, from a unified platform. 

• Automate routine workflows and tasks, allowing supervisors to better evaluate, assign, and optimize their teams. 

4. Customer Service Operations Team 

Monitoring contact center performance requires dedicated focus, so it’s important to establish your operations team as early as possible. Begin by defining the necessary roles and clearly outlining each position’s responsibilities. 

On the top, managing the whole team should be the call center operations manager. This person should be responsible for overall strategy. This role should be followed by multiple call center operations supervisors to manage day-to-operations. Other than that, you will need a team of passionate and friendly agents.  

When hiring, prioritize candidates who are data-focused, solution-driven, and well-versed in the latest technology trends. 

Overcoming Contact Center Operations Challenges 

Here are some challenges of contact center operations that will be overcome:  

1. Communication Fragmentation 

As businesses grow, they often experience communication issues because of different departments using various tools for communication. Using multiple tools slows down coordination, resulting in delayed responses and poor experience. Furthermore, it becomes increasingly challenging for businesses to align teams and centralize communication as they expand.  

Solution 

An omnichannel contact center solution brings all the communication tools into one place. By centralizing communication, teams can collaborate seamlessly and share information effortlessly. Doing so breaks down silos and enhances overall efficiency.  

2. Inefficient Call Handling  

Large call volumes can overwhelm traditional call centers, leading to long waiting times, high call abandonment rates, and frustrated customers. As a result, efficiently routing calls to the appropriate agents with the relevant expertise becomes a complex task, reducing customer satisfaction. Inefficient call routing or manual dialing causes delays and frustration. Leveraging auto dialer benefits, such as smart call pacing and fewer missed connections, can significantly reduce customer wait times and agent idle time.

Solution 

Cloud call center solutions address this issue with smart call routing capabilities. They automatically route incoming calls to the most appropriate agents based on predefined criteria, such as skills, language, or department. It minimizes delay and swiftly connects customers to the right agent. Further, this routing results in improved customer experiences and increased agent productivity.   

3. Limited Performance Visibility   

Businesses need comprehensive insights into their operations to make data-driven decisions. Measuring agent productivity, customer satisfaction, and overall efficiency in real-time can become difficult without an efficient performance-tracking system. According to some contact center solution providers, maintaining high reporting quality standards is challenging with a multi-channel communication system. 

Solution  

A comprehensive contact center solution offers advanced reporting and analytics features. Managers can access real-time data on call volumes, response times, customer satisfaction scores, and agent performance. This actionable data empowers businesses to make informed decisions, optimize processes, and constantly improve performance, thus enhancing the overall customer experience.   

4. Disconnected Customer Data   

As customer data multiplies, maintaining and accessing a centralized database becomes challenging. Inconsistent customer profiles hinder personalized interactions, leaving customers feeling misunderstood and unvalued.   

Solution  

Integrating the contact center solution with CRM platforms provides agents a 360-degree view of customer data during interactions. This CRM integration ensures agents can access comprehensive customer profiles, including purchase history, previous interactions, and preferences. Equipped with this contextual information, agents can provide personalized support, anticipate customer needs, and deliver exceptional experiences.   

5. Scaling for Growth 

With business expansion, mid-size and large enterprises need scalable solutions that adapt to changing needs. Traditional call centers struggle to keep up with the increased demand for agents, multiple communication channels, and geographic expansion.” 

Solution  

A flexible and scalable contact center solution can seamlessly adapt to changing business needs. From expanding agent capacity to storing new communication channels and geographic locations, this solution enables businesses to scale without disrupting operations. The contact center solution ensures consistent and efficient customer support throughout the growth journey.   

What are the Top 5 Call Center Operations Best Practices?

-Implement Cloud-Based Solutions 

Transitioning to a cloud-based contact center solution is a game-changer for global businesses. Cloud technology offers scalability, flexibility, and cost-effectiveness, allowing you to adjust agent capacity as per demand fluctuations. With agents accessing the system from anywhere, you can ensure seamless customer support round-the-clock.  

-Embrace AI and Automation 

Leverage the power of Artificial Intelligence (AI) and automation to streamline repetitive tasks and enhance agent productivity. Implement chatbots for quick issue resolution and intelligent routing to direct customers to the correct agents. AI-powered analytics also provide valuable insights into customer interactions, enabling data-driven improvements.  

-Provide Comprehensive Training 

Equip your contact center agents with the right skills and knowledge through comprehensive training programs. Training should cover product or service expertise and also soft skills like effective communication and problem-solving. Well-trained agents deliver efficient and empathetic support to customers, increasing satisfaction levels.  

-Optimize Call Routing 

Efficient call routing reduces customer wait times and agent idle periods. Implement intelligent call routing algorithms that match customers with the most suitable agents based on skill sets, language, or previous interactions. This particular feature ensures a personalized customer experience and boosts agent efficiency.  

-Utilize Multi-Channel Support  

Cater to your global customer base by offering multi-channel support, including phone calls, emails, web chats, and social media interactions. Providing customers with their preferred communication channel increases accessibility and engagement, ultimately enhancing the overall contact center efficiency.  

-Monitor and Analyze Performance  

Regularly monitor contact center performance using real-time analytics and reporting tools. Track key performance indicators (KPIs) such as average handling time, first call resolution, and customer satisfaction scores. Analyzing this data helps identify bottlenecks and areas for improvement, guiding strategic decision-making.  

-Foster Employee Engagement  

Engaged agents are more likely to deliver superior customer service. Encourage open communication, recognize outstanding performance, and involve agents in decision-making. A positive and supportive work environment motivates agents to excel, positively impacting contact center efficiency. 

Managing Call Center Operations Begins with the Right Technology 

Efficiently managing call center operations relies not only on individual contributions but on the seamless coordination of roles that work together. From frontline agents handling interactions, to strategic call center managers guiding strategy and call center supervisors handling operations, every role plays a part in building a high-performing team. 

By adopting best practices that promote collaboration, optimize processes, and keep the customer at the center, call centers can boost productivity, enhance satisfaction, and drive business growth. 

To support these efforts and enable your team to excel, investing in the right contact center software is key. 

If you’re looking for a contact center that will smooth your business operations without any complexity, get in touch with our experts and start your free trial today. 

Call Center Operations FAQs 

The post What is Contact Center Operations? Key Elements & Best Practices appeared first on Blog | Acefone.

A journey that began with landlines connected through copper phone lines has reached a frontier that allows wireless calling through portable devices. You can now connect with people through WiFi calling or VoIP calling, using the internet as a medium.  

VoIP and WiFi calling have become immensely popular in the global market, however, there is still some confusion around how they work.  

While there are some similarities in both the calling methods, they are still not the same. Hence the question arises:  

“VoIP vs WiFi calling- what is the difference?”  

Let’s explore them one by one. 

What is VoIP Calling? 

Voice over IP calling aka VoIP calling works on Voice over internet protocol (VoIP) as its working mechanism that allows you to attend calls through the internet from any device. It converts your voice into small data packets, prioritizing the voice data over other data traffic for crystal clear calls.   

VoIP is an umbrella technology that consists of VoIP phone services, virtual numbers, APIs and several more services to make calling a smooth experience for everyone. It uses an analogue-digital-analogue calling mechanism for better calling experience. 

Advantages of VoIP Calling 

1. Cost-effective: VoIP calls are significantly more economical than traditional landline calls, especially for long-distance or international calls. 
2. Flexibility: You can use VoIP services on various devices, including desktops, smartphones, and tablets. This allows your agents to have more flexibility. 
3. Advanced features: Advanced VoIP solutions offer features like call forwarding, voicemail, and conference calling, often at a lower cost than traditional phone system. 
4. Scalability: VoIP can easily be scaled up or down to meet your company’s changing communication needs. 
5. Integration: You can integrate a VoIP solution with other business applications, such as CRM and customer support systems, improving efficiency. 

Disadvantages of VoIP Calling 

1. Internet dependency: VoIP relies on a stable internet connection, which can be a disadvantage in areas with poor internet coverage or during internet outages. 
2. Technical complexity: Setting up and configuring VoIP systems can be more complex than traditional phone systems. You may require expert support.   

Check out this blog: What is a VoIP Phone System?

How does a VoIP call work?  

VoIP calls begin with a standard phone call made from either a computer or a smartphone through a VoIP application. As soon as you begin speaking, the microphone capturing your voice converts it into electrical signals. Once converted, an analog-to-digital converter (ADC) slices these signals into small data packets for transmission.  

The cloud hosted PBX then compresses these data packets further to prioritize their transmission over other data like emails, media, etc. Upon reaching the other end, the recipient’s ADC converts the small data packets back to your voice signals, which is then played by the speakers. 

What is WiFi Calling? 

Voice over WiFi (VoWiFi) aka WiFi calling refers to calls made through a WiFi connection instead of your mobile network carrier. WiFi calling has become a popular communication channel that doesn’t require physical phone lines or specific applications.   

Most modern smartphones are compatible with WiFi calling and have it as a built-in feature for use. They can be easily activated with a single toggle button, allowing you to make calls without relying on your cellular provider’s network.  

Advantages of WiFi Calling 

1. Better coverage: WiFi calling can provide better coverage in areas with a weak network. 
2. Clarity: WiFi calling offers clearer call quality than traditional calling, especially in areas with poor coverage. 
3. Integration: WiFi calling can be integrated with other WiFi-enabled devices and services. 

Disadvantages of WiFi Calling 

1. Requires WiFi feature: WiFi calling requires you to have the feature available on your network. 
2. Compatibility: WiFi calls may not be compatible with all devices or carriers. 
3. Limited features: WiFi calling doesn’t have specialized features for businesses. 
4. Security concerns: WiFi calling can be susceptible to security risks if the network is not secure. 

How does a WiFi call work?  

VoWiFi or WiFi calling uses your existing mobile service over a WiFi network. It uses your WiFi network instead of cellular towers for making and receiving calls. If you’re connected to the WiFi and your cellular network is weak, your device will utilize the VoWiFi technology to initiate the call.   

Here your voice is converted into data packets just like a VoIP call, however, these packets travel across your mobile carrier’s infrastructure to reach the recipient’s phone number. 

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Difference between VoIP Vs WiFi calling 

Given the extensive usage of VoIP as well as WiFi everywhere, we must understand how they differ. Acquainting ourselves with their unique capabilities allows us to determine which of the two is better for our specific communication requirements. 

VoIP vs. WiFi Calling: Choosing the Right Channel  

Even though both of the calling methods are somewhat similar in nature, they cater to two different use cases and market segments.   

Here are some of the factors that help determine which among VoIP vs WiFi calling service to get for your unique use case: 

1. Calling Nature

The most important factor to consider is the nature of your daily calling. Since WiFi calling requires attending calls with your existing number, within the same coverage area, it ideally fits the requirements for personal calling.  

On the other hand, VoIP calling can hold fluent local and international calling without revealing your phone number. It offers deep call insights and live monitoring and reports. Therefore, it is more suitable for business communication.

Check out this blog: Call USA from UK

2. Network Coverage 

Your location stands as one of the primary determining factors when choosing between VoIP vs WiFi calling. Go for Wifi calling for areas with poor cellular services, if you have an active WiFi connection. It will serve as a replacement for your cellular calling and maintain communication consistency.   

Whereas VoIP calling can be a viable option for areas with business communication as VoIP phone services are more scalable than regular calling. You can make and receive international calls through virtual numbers at a fractional rate, yet with more calling functionalities. 

3. Cost-Effectiveness 

WiFi calls that seem free at first might cost you significantly more than regular calls. While the calls themselves do not incur any charges, the data used to make such calls isn’t free. Regardless of your cellular service provider, data consumed through WiFi is quite hefty when compared to VoIP plans tailored for large call volumes.   

There are plenty of VoIP phone providers that offer flexible, pay-as-you-go plans on a user-count basis, delivering high-quality VoIP calling at cheap rates. Many even integrate seamlessly with inbound call center software, ensuring scalability and cost-efficiency for teams handling customer support or sales calls.

4. Features 

VoWiFi offers similar calling capabilities to your regular calling like voicemail, caller ID, etc. to maintain basic calling functionality without significant cellular coverage. Business VoIP, however, offers various features such as call recording, analytics, live monitoring, reporting, IVR, etc. to provide rich communication experience. If your communication requires extensive monitoring and functionality, VoIP calling services are your go-to-option.  

Read our page “cloud Contact center” here.

The Bottom Line  

Once you have considered all the factors involved in VoIP vs WiFi calling, you can opt for the method that resonates the most with your requirements. Keep in mind of your location, calling nature, and budget before selecting either of the two calling services.   

If you need to make domestic calls through your phone number, WiFi calling is the ideal solution for you. If your calling communication requirements lie with contacting people and organizations from overseas, handling larger call volumes, VoIP calling is the right service for you. 

The post VOIP Calling Vs WiFi Calling: What’s the difference? appeared first on Blog | Acefone.

Enter the world of 0300 numbers—the conduit of cost-effective, accessible communication fostering robust customer relations. 

With this blog we’ll be discussing what 0300 numbers are, how much 0300 numbers cost, are 0300 numbers free to call, and how you can get a 0300 number for your business. 

What are 0300 numbers?

0300 numbers are a specific range of non-geographic numbers used mainly by public sector bodies, charities, and non-profit organizations. They are cost-effective and accessible means of communication for entities prioritizing community engagement and customer service.

0300 numbers in the UK cover a specific range within the larger spectrum of business phone numbers with prefixes falling between 0300 and 0399. Some of the popular prefix codes used around the UK are 0333, 0344, 0345 etc.  

This unique range distinguishes them from traditional geographic (area-specific) numbers and other non-geographic numbers. It marks them as dedicated numbers for specific purposes, primarily catering to public sector bodies, charities, and non-profit organizations. 

Are 0300 numbers free to call? 

0300 numbers are often included in inclusive minutes for all UK callers; however, they aren’t always free because they’re not freephone numbers. These numbers aren’t designed to generate revenue for organizations, rather, offer a fair and standardized cost for callers, providing access without imposing high charges.

P.S- If you’re looking for business phone numbers that are free to call for your customers, head over to our Toll Free Number page to deliver valuable services to your customers today. 

Read our top blog “What is an Inbound Call Center?” here

Who uses 0300 numbers?

As mentioned above, the organizations that use 0300 numbers primarily are public sector bodies, charities and non-profit organizations. Let’s look into these sectors one by one:

Visit Our Page, If you want to know about “cloud contact center” here. 

Public Sector Entities

1. Local Government Offices:

   These organizations use 0300 numbers for citizen services, handling enquiries for various public services like waste management, tax, and social activities. 

2. Healthcare Services:

   NHS helplines and appointment booking services use 0300 numbers for medical advice and healthcare appointments. 

Charities and Non-Profit Organizations 

1. Fundraising Initiatives:

   Charities widely use 0300 numbers for donation hotlines, enabling supporters to contribute or enquire about their cause without incurring high call charges. 

2. Support Services:

   Organizations providing assistance, such as mental health support or community aid, use 0300 numbers for their services. 

Other Service-Oriented Businesses 

1. Housing Associations:

   Housing associations often use 0300 numbers to streamline tenant inquiries, rent payments, and reporting maintenance concerns.

2. Educational Institutions:

   Some universities and educational bodies also use 0300 numbers to facilitate student queries, admissions, and general information services. 

How much do 0300 numbers cost? 

If you wish to know how much 0300 numbers cost, you can look it up on the UK’s Ofcom website. Despite the information mentioned on the website, service providers offer different pricing plans. While the actual cost can vary based on the package chosen and specific requirements, here are some of the factors that determine the cost of 0300 numbers: 

1. Setup Fees: Some service providers might charge a setup fee for acquiring and configuring 0300 numbers, depending on the services included in the package.
2. Monthly Subscription: Monthly subscription charges can vary depending on the provider and the features bundled with your 0300 number service. 
3. Per-Minute Costs: Some providers may also charge a per-minute rate for incoming calls. 

How to get 0300 numbers for my UK business? 

To get 0300 numbers for your UK business is a straightforward process. Here’s how you can do it: 

Choose a Provider 

Select a 0300 number service provider suitable for your business needs. They can offer various packages tailored to different call volumes and services. 

Registration and Setup 

Register with your chosen 0300 number provider and follow their setup process. This typically involves providing necessary business details and preferences for your 0300 number. 

Configuration 

Once registered, the provider will assist in configuring your 0300 number for your business requirements. This may involve call routing, voicemail setup, and other customization options. 

Activation 

Once the setup is complete, your 0300 number will be activated and be ready to use, allowing customers to reach your business conveniently.  

Summary 

0300 numbers, used mainly by public bodies and charities, offer affordable and accessible communication in the UK. They cater to diverse sectors, and while not always free, they’re included in most call plans for callers. Their costs vary based on providers, including setup fees and monthly subscriptions. Acquiring these numbers involves choosing a provider, registering, customizing, and activating—streamlining connectivity for UK businesses and fostering robust customer relations.

If you wish to get 0300 numbers for your business today, give us a call at 1888-859-0450 or mail us at .

The post 0300 numbers- How much do they cost, and are they free to call? appeared first on Blog | Acefone.

Business Process Outsourcing (BPO) has become an integral part of modern business operations. In the last decade, several companies have begun subcontracting their operations to BPO companies both locally and offshore. Did you know, according to a report, the market value of the BPO industry went from $45.6 trillion to $92.5 trillion between 2000-2019? 

BPO services mostly range from customer and technical support to accounting, executive assistant services, and data entry. Given the enormous number of customer calls that pour in an outsourced call center, managers need to take calculated decisions to deliver high quality services. Therefore making it critical for them to monitor key metrics for every agent attending a customer call. 

Key Performance Indicators (KPIs) play a pivotal role in this regard. They provide operations-critical and precise data to help managers make informed decisions and optimize outsourcing arrangements for sustained business success.

In the following sections of this blog, we will delve deeper into the top 10 KPIs that you must track for your BPO’s success and how cloud telephony can help you in do it better.

What is the importance of KPIs for BPO companies?

KPIs are like magic numbers that tell you how well your outsourced call center is doing. It’s like collecting the level-up stars in  Super Mario. The more you collect, the higher you score. KPIs have the same significance for bpo companies as those stars are for Mario.

The KPIs help BPOs gauge if they are doing things right and if they are helping their client company achieve their goals or not. For instance, BPO agents that interact with customers over calls would measure each customer’s satisfactions levels, making it a KPI. Another KPI would be how quick they solve each customer query, a metric that can be improved by creating digital guides and other helpful documentation. There are plenty more of these that help teams stay aligned and work in sync towards the bigger objective. 

Read our blog page “Inbound call center” here.

Top 10 KPIs for the success of the BPO industry

KPIs ensure efficiency, quality, and customer satisfaction in the operations of a BPO. From tracking agent performance, productivity, and SLA adherence, to enabling data-driven decision-making, they aid in assessing all these attributes in a BPO. With AI and automation integration, KPIs also measure digital transformation success and customer experience improvements. Effective KPI management directly impacts client retention and profitability.

Fret not, you needn’t stress about every single one of them.

We have collated a list of 10 vital KPIs that help BPOs succeed.

Customer Satisfaction (CSAT) 

It measures how happy your customers are with the services/ products you provide. It is one of the most crucial metrics to gauge the success of a contact center BPO and is often collected through surveys or feedback forms. Here’s what a sample survey question can look like “On a scale of 1-10, how satisfied are you with the solution provided?” 

Based on the score, the customer can be classified into one of the following groups: 

1. Extremely dissatisfied

2. Dissatisfied

3. Neutral

4. Satisfied

5. Extremely satisfied

First Call Resolution (FCR) 

The FCR stands as one of the vital metrics that BPO managers must track as it indicates how many customer issues are resolved in the first interaction, without needing a follow-up. It is indirectly proportionate to the number of follow-ups agents must do. The lower the FCR rate, the greater number of follow-ups. 

To calculate the FCR rate, you can use the given formula here.  

Average Handling Time (AHT) 

It measures how long BPO agents take on an average to handle a customer query or issue from start to finish. It helps managers set benchmarks and identify agents who need more training. Overall, it is a great efficiency indicator. 

It is also proportionate to the BPO’s CSAT scores. The longer it takes to resolve a case, the more dissatisfied the customers get. To calculate the AHT for a BPO call center software, you can use the following formula: 

Average Waiting Time (AWT) 

The average waiting time in a BPO contact center helps you learn how long customers must wait before they can talk to an agent. If the average waiting time is short (a few minutes), it signifies that customers don’t have to wait long to talk to an agent. Long waiting queues can frustrate callers, impacting customer satisfaction levels and eventually, overall revenue. 

Employee Utilization Rate 

It evaluates how efficiently BPO staff are being used, ensuring they are productive and not overworked. It is the percentage of a BPO agent’s billing work vs administrative work spent during their total working hours. 

Agent Attrition Rate 

It reflects the turnover of employees within the BPO, which impacts overall service quality and consistency. BPO agents are as important as its customers considering they form the foundation of the organization and its various services. It also affects the team’s morale, making it a valuable contact center metric to track. 

Cost Per Contact 

It calculates the average cost of handling each customer, helping to monitor and manage total operational expenses. The company pays a price for every call made, every hired employee, and every operation going on. The time and amount spent on acquiring a new customer every time helps the BPO justify the revenue generated and track their expenses.  

Net Promoter Score (NPS) 

It measures your business’s customer loyalty and the likelihood of recommending your services to others, providing insights into client satisfaction. It is a great way to measure customer loyalty and gauge brand popularity.  

Each customer response can be categorized into three groups: 

Promoters: Customers that rate you between 9-10 and are your preachers for your brand’s products and services.  

Passives: Customers who rate you between 7-8, who may or may not actively promote your business. They are also the ones who don’t speak negatively about your business. 

Detractors: Unhappy customers who rate you between 0-6. People who are likely to discourage others from using your products or services.  

Customer Churn Rate 

The customer churn rate refers to the number of customers who leave using the product or services offered. It is applicable to every business yet has more value to BPO contact center. A contact center’s churn rate can be helpful for customer success teams as it determines how many customers end their relationship with the business. To get precise results, you can use the following formula: 

Monthly Recurring Revenue 

While not specific to customer service, this financial KPI is critical for the overall success and sustainability of the BPO, especially SaaS companies. Using this KPI, such businesses can measure the direction in which their organization’s efforts are moving. It also helps businesses determine service fees as it tells them how much they can and do spend on an average every month.  

To calculate the MRR, you can use the following formula: 

Acefone helps you track better

Acefone has helped several BPO contact centers deliver high quality services with the help of our cloud-based solutions, especially with our Contact Center solution.  

Acefone’s cloud contact center solutions come with a live dashboard that gives you a dynamic view of your selected business critical KPIs. It has real time call monitoring, in-depth analysis, and plenty more features that let you track your BPO agents’ performance and plan the way forward.

If you want to know more about this, you can read it in this case study where we talk about how we helped a business improve their query resolution time with our contact center solution. 

The Bottom Line

KPIs play a vital role in ensuring that BPOs operate efficiently, meet client expectations, and continuously improve their processes. They provide a structured approach to manage overall performance. They also help maintain a productive and successful outsourcing relationship between all involved parties. 

With Acefone’s cloud telephony solutions you get the best calling experience for your BPO cloud contact center. Easy to use cloud calling solutions with tailored features matching your business’s evolving needs. 

The post Top 10 KPIs for the success of a BPO- Why they are important appeared first on Blog | Acefone.

This is a boon for users who have access to new and more affordable telecom plans every day. They can easily move from one network to another when they want to save money and avail better offers. If you wish to do the same, you need to understand the mobile number portability (MNP) rules provided by the Telecom Regulatory Authority of India (TRAI).

The authority came up with new rules and guidelines in December 2019, intending to facilitate hassle-free porting for mobile users across the country. Before explaining these rules in detail, we shall talk about number portability and how it works.

What is Mobile Number Portability?

Essentially, mobile number portability (MNP) refers to the facility that allows users to switch from one operator to another. You may do it to get a better offer from another service provider or simply because you are not happy with your current provider.

The best part about the service is that it only changes your network provider, not your mobile number. This means that you don’t have to worry about sharing your new number with all your contacts; they will probably not even know about the switch. Additionally, you can change operators regardless of geographical location.

Read Our page here ” cloud contact center“.

How mobile number portability works?

Mobile Number Portability (MNP) is a telecom service that lets you switch your mobile network provider without changing your existing mobile number. To start the MNP process, send an SMS in the format PORT <your mobile number> to 1900. You will receive a Unique Porting Code (UPC) from your current telecom operator, valid for a limited period. Take this code, along with your KYC documents (such as Aadhaar card or other ID proof), to the nearest store or authorized retailer of your new mobile service provider to submit your porting request.

Once you apply, the new telecom operator will forward your request to your current service provider for verification. Ensure you have cleared all outstanding bills and met the minimum 90-day usage rule before porting again. After approval, your number will be transferred to the new network—typically within 3 working days for the same telecom circle, and up to 15 days for inter-circle portability. This seamless process ensures you enjoy better mobile network coverage, improved data speed, and attractive prepaid or postpaid plans without losing your existing phone number.

How Often Can You Port Your Mobile Number?

Now that you are well aware of mobile number porting, you will want to learn about the actual process. According to the latest TRAI guidelines, you will have to use a unique porting code (UPC) to be able to complete the process.

You will have to apply through your telecom provider, and they will generate the code after validating your account. The regulator will first verify your eligibility as a subscriber to port your number. Here are the eligibility criteria:

• You are an active user of the current network and have been using it for at least 90 days.
• You have cleared all your pending payments to the provider if you are using a postpaid service.
• You have no pending contractual obligations according to the exit clause in the subscriber agreement.
• Porting of the particular mobile number is not prohibited by the court of law
• You will not be allowed to port the number if it is sub-judice
• You will not be eligible if you have already applied to change the ownership of your mobile number

What are the Steps to port your mobile number?

Once eligibility is sorted, porting your number is pretty simple. Here are the steps you will have to follow.

Step #1: 

To port your mobile number, you’ll first need to generate a Unique Porting Code (UPC) by sending “PORT” followed by your mobile number to 1900.

Step #2: 

After step 1, you will get a UPC via SMS. It is valid for four days in all Licensed Service Areas (LSAs), except for Jammu and Kashmir, Assam, and North East LSAs. It remains valid for up to 30 days.

Step #3: 

Visit the nearest customer service center of the new operator within the validity period. You will have to fill up the Porting Form and Customer Acquisition Form (CAF) here and submit your KYC document(s) as well. These include your ID proof, address proof, and photographs. Corporate connections require a NOC on the company letterhead, duly signed and stamped by the authorized signatory.

Step #4: 

After you submit the forms and documents, pay a transaction fee of Rs 6.46.

Step #5: 

You will get a new SIM and a message confirming the submission of your request.

How long is the process to port a Mobile Number? 

The new TRAI guidelines state that porting within the same circle or LSA will be done within three working days. Conversely, porting to another circle takes five days. It is a considerably shorter process now, as compared to the initial 15 days. However, there is an exception here as you can expect the process to take 30 days for Jammu and Kashmir, Assam, and other states in Northeast India. This streamlined porting process is a significant development, especially for businesses leveraging an omnichannel contact center to manage customer interactions across various communication channels.

It is important to note that you can experience a service disruption of four hours during the night when porting is done. You can also withdraw your request if you change your mind.

The process is simple––you only have to send an SMS to 1900. The text this time will be “CANCEL”, followed by space and your ten-digit mobile number. But you can send the withdrawal message only within 24 hours of your porting request.

Mobile number porting is the easiest and most hassle-free process to move to another provider without having to change your number. The new TRAI guidelines have made it quicker and all the more stress-free. You only need to follow the procedure, and everything will be done within a few days.

The post What is Mobile Number Portability & How It Works? appeared first on Blog | Acefone.