CIO Insider

CIOInsider India Magazine


Dialdesk: Enclosing a Wide Spectrum of Business Communication Bottlenecks

Deepak Kashyap, CEO & Co-Founder

Deepak Kashyap

CEO & Co-Founder

A few years ago, the functionality provided by the introduction of IP telephony was considered the top opportunity in the field of business communications. Now, businesses are surfaced to a number of communication technologies and solutions, making it extremely critical to choose the best fit. Based out of Noida, Dialdesk presents a one stop solution for a comprehensive set of customer service needs. The company offers solutions that are customizable at all stages; can be integrated with any existing CRM or process, and upgraded at any time. This solution features Omni-Channel Integration, Artificial Intelligence, Human Support and much more.

Dialdesk goes on to extend their services beyond cloud telephony domain. This solution offered goes till the last mile of the business process. To elaborate, cloud telephony solutions are limited to IVR or call routing. Similarly, a CRM tool is offered as a standalone. Certain unavoidable limitations like restrictions on number, minimum commitment, rigidness to integrate with existing software of client, make it a cumbersome task to abide by such solutions. Dialdesk takes a different approach. The company puts forth integrated solutions which not only offer tools but also help clients in practically configuring & implementing the solution as per the business needs. Moreover, Dialdesk facilitates 24X7 human

supports to enable businesses focus on the core competency.

" A cost-smart solution for virtual front office, Dialdesk’s Cloud telephonic system takes care of the entire call requisites and interacts with callers instantly "

The organization’s Customer Care solution is comprehensive, including IVR- Cloud Telephony environment, Cloud based Dynamic CRM to manage complete work flow, Inbound Customer support Voice/Chat/ Email /Social Media, Outbound campaigns– Voice/ Email/Social Media, Customer care number, SMS Gateway/ Email Gateway, 24x7 support, and Live Panel on cloud to monitor and manage all activities on the platform. A cost-smart solution for virtual front office, Dialdesk’s cloud telephonic system takes care of the entire call requisites and interacts with callers instantly. This lets business owners to eliminate hiring a front office manager, thereby reducing on the investment. Besides, Dialdesk's missed call services allows the customer to give a missed call for a customized communication. Following which, the customer can plug into Dialdesk’s missed call services and tap into a customer lead without disturbing the client. It’s a great platform for new lead generation and simultaneously tuning up with existing customers for passing on a specific piece of information.

Turning Customer Complaints to Brand Advocacy and Loyalty
One of Dialdesk’s reputed client, Usha Shriram Enterprises is a leading provider of consumer electronics and home appliances. Their products are marketed across India and even in the Middle East and Africa, which brings them about 5000 queries, including customer complaints through phone call every month. Dealing with such a huge volume of call inflow, preventing data loss and keeping up the pace of the business had become a challenge for them.

When Dialdesk was approached by UshaShriram, resolutions came round the corner, as the company addressed customer queries for Usha, day-in and day-out, and assigned the issues to the right department for fast resolutions through a data-driven approach. Particularly, Dialdesk provided Professional and dedicated team to handle queries 24/7, Data structuring and customer profiling through Dialdesk CRM, Expert advice and support to create internal workflows and Ready-to-use, cost effective installation of model within 4 days. Resultantly, Usha Shriram Enterprises was able to increase efficiency in their customer services and reduce complaints. The company is now equipped to handle volumes for future by making use of the data and has plans underway to add more channels for support. UshaShriram's front line has been able to address 100 percent customer queries over phone calls in specified turnaround time.

Mas Callnet, a platform provider for BPO,is into operations for past 13 years and serves a wide range of industries like telecom, finance, mobile wallet, e-commerce, etc. Being promoted by Mas Callnet, enables Dialdesk to extend their solutions to dedicated large BPO support in scenarios when the volumes are high. It also allows delivering integrated last mile field fulfillment services for the customers. Currently, the promoter has a presence across 9 centers in India with 3500+ members associated with the company.

“We see ourselves as the leading technology oriented organization which provides innovative solutions to all the verticals in the industry. We have already made our foray into consumer durable and FMCG industries and we consider ourselves as one of the best”, says Deepak Kashyap, Co-founder, Dialdesk. With such comprehensive set of business productivity tools, Dialdesk strives to attain a position in the industry where trust remains the key and excellence becomes a habit.

Current Issue
Kagool: Cross Industry Expertise in Managing Enterprise Data