Contact Center Solution India: Tips To Find the Best One

Contact center business is at its peak in India. To run successful contact center business, you need skilled agents and an advanced contact center solution. There are thousands of fine contact center solutions available online, but you have to make sure you buy the best contact center solution India. India has strict laws set by TRAI (Telecom Regulatory Authority of India). One of the laws doesn’t allow Indians to use SIP based calling and a majority of call center software work on SIP lines. Thus, you need to be careful while selecting the contact center solution for your Indian contact center. This article shares the top 3 tips to keep in mind to assure that you get the best call center software and you will not need to look back for many upcoming years.

1. Check whether it is developed according to TRAI rules or not

Without a doubt, this is the first thing you should look for while considering a contact center solution to buy. If it doesn’t comply regulations set by TRAI, then there is no meaning of wasting time in digging more details. To judge this factor, you should start with a question, "Is your call center software works on PRI lines?" If the answer is yes, you should ask more questions like do they know about TRAI rules? Do they have experience setting a contact center solution in India?

2. Ask to show their portfolio of contact center solution India

The sales executives sometimes speak sweet lies to sell their product and you may get trapped once you pay them. Thus, it is always good to double check whether they actually have experience of setting a contact center solution in India and how did they help their clients. This can be seen by asking them to show their portfolio, clientele, case study, whitepapers, etc. This will give a clear hint of their experience and expertise in this industry as well as the reliability of the contact center solution India offered by the vendor.

3. Choose the local vendor that offers on-site support and turnkey solution

Yes, there are amazing big international brands that offer the best call center software, but choosing a local contact center solution provider in India will be more beneficial. Furthermore, ask them if they provide on-site support or not. If they provide on-site support, your setup and maintenance work can be easy and fast because sometimes the remote support can’t find the root cause of the issue and it takes more than required to get it working again. Also, it is good if your contact center solution provider offers a turnkey contact center solution. The turnkey contact center solution means the vendor will provide call center software as well as related hardware such as PRI lines, gateways, etc.

These are the top 3 things you should look for while choosing the contact center solution in India. Of course, features and scalability matters, but a majority of call center solution provider offers the same features and compliances in India are strict. Thus, it is important to keep above mentioned points in mind.

Mehul is working on a promotional campaign of Crm Call Center integration service offered by a leading software company.