BPO Helpline

Our BPO helplines are designed to handle various types of customer interactions, such as inquiries, complaints, technical support, and other services, across multiple channels like phone, email, chat, and social media.

We provide End-to-end complaint management solution to BPOs which has following important components:

Telephony
CRM
Mobile App
AI
IVR

Dialer
Chatbot
Operation of Call Center
Networking
Cloud Server Management

1. Telephony:

Telephony can be installed at client local data center or on private MIETY empanelled data center& have following important components Unified communication system consisting IVR,ACD, Call Recording,Disposition, Call info Pop-up , etc.

Dialer

Dialer is used to dial numbers of calling within seconds for dealing with large volume of leads, prospects and client’s .it is an automated dialling system & dials multiple numbers simultaneously. It connects the call to an agent only when someone answers. It is best for large BPO teams with a high volume of outbound calls.

Maximizes agent talk time by reducing idle time.
Advanced call routing
Real-time analytics and monitoring.

Interactive Voice Response (IVR)

IVR works for Welcome message, Language selection, Department selection, Pre-Recorded Information, Feedback call, Queue Waiting etc.

Interactive Voice Response System helps to interacting caller with company’s hosted system by voice reorganization and DTMF Inputs after which they can get services for their own queries.

Calls will be land on TFN/Short codes, there will be IVRS announcement like

Greeting Message
Language Selection
Complaint registration
Department Transfer

Automatic Call Distribution (ACD)

ACD distributes incoming calls to a specific group of terminals used by agents. It is a part of a computer telephony integration (CTI) system. ACDs recognize, answer and route incoming calls. An ACD system handles incoming calls based on the numbers called and an associated database of handling instructions.

Outbound Solution

Aria Telecom will provide separate CTI/Database server for outgoing at primary location

Users will be connecting to primary location only and will be seated locally.

Call recording & voice logger

All the conversation done through this system will be recorded with our latest designed Call recording and voice logger technology. This facility is not only given the system higher security measures but also more scope for analyzing customer relationship level.

Disposition

Disposition up to 3 level-Dispositions depicts the call status, on behalf of any campaign, we can create multiple dispositions and also useful to define a conversation with customer in a single state.

After each call, agents select a disposition code to categorize the call outcome (e.g., issue resolved, follow-up needed, sales lead).

Call info. Pop Up

We provide pop up on Screen about a call to agents in conjunction with the arrival of incoming call. It is a important tool of call center. As soon as an agent answers a call, a pop-up appears on their screen displaying the caller's information, such as name, account details, and previous interactions.

2. Omni Chanel CRM for end to end complaint management:

CRM agent can be hosted locally or on private cloud in redundant manner to keep the high availability.

Complaint generation from various source like Call Center , IVRS , AI , Chatbot , Social Media , Help Desk , Web Portal , Department Consumer Mob APP etc.
It further distribute complaints automatically to concern department through mobile app or SMS
Manage complaint escalation & monitoring through dashboard to department officials
Manage penalties
Integration with various department applications like mobile app , portal , etc.
Analytics & MIS Report : Various type of reports & custom report builder

3. Mobile App:

The system we provided is easy to integrate and is given along with mobile app. The mobile app was designed to deliver registration of complaint, Assigning, Resolution of complaint, on closure, Reopening of complaint, Escalation of complaint etc.It was also integrated for social media pages.

4. Artificial Intelligence:

Our AI technology is used to response maximum queries quicklythrough ASR – TTS and chat bot.

AI-powered tools can analyze call sentiment, predict customer needs, and automate routine tasks like data entry or follow-up communications.

Chatbots can handle basic inquiries or provide 24/7 support, reducing the load on human agents.

5. Operation of call center:

We provide Installation and configuration of all the required hardware and software for call center solution.Our solution manage all telecom connectivity like SIP Trunk, Toll free etc. subject to the utilization of Bandwidth, links uptime complaint raised to Telecom service provider and follow-up till closure.

We provide complete helpdesk setup for BPO.

Handle large volume of calls, emails, chats, SMS etc.

6. Networking:

We provide complete set up of telecom products to clients.

Call Centre Agent’s Desktop, IP PBX, Lines ( PRI/SIP /Analog ) , PRI Gateway , PRI card ,GSM Gateway ,Headsets, Dialpad ,Access Switch - 24 Port (as per customer need)Server, Anti – Virus, Soft phone and Headsets, Gateways, Desktop, Firewalls ,IP phone, UPS,LAN Switch, Routers, Agent Licenses

7. Cloud Server Management:

We deploy system public, private or hybrid on cloud in optimizing and securing system online. & maintain efficiency, security, and scalability.

Allowing team members to quickly address issues, share insights, and deploy updates

Our Testimonials

Aria voice logger is being used since 2010. Product is advantageous towards customer satisfaction. Service rendered towards any issues related is being attended immediately without delay. Thank You.

E. Prasad - Customer

We are using the voice logger product of Aria Telecom Solutions and we are fully satisfied with this product and services

Rohit Kumar - Customer

We are using the Dialer of Aria Telecom Solutions. Aria Dialer is being used since 2010. Product is advantageous towards customer satisfaction

Ramesh kumar - Customer

We have an installation set up of Aria PRI logger...As the device is used for Telephone Recording and successfully Aria Support Team has installed it very well. They provided proper training on this with proper assistance. Support Team Head Ms. Yogita Chabhra has successfully installed the system and its absolutely working fine without any hindrance... Sumit Nigam CP Branch Monarch

Sumit Nigam - Customer

We awarded comprehensive Annual Maintenance Contract for the year 2016-17 for Dial 100 Application at our two locations (Kashipur & Rudrapur) to Aria Telecom Solutions (p) Ltd. Aria Telecom upgraded the software & running the technology smoothly & trouble free. We are satisfied with your technology & support system. You as a relationship manager is very co-operative & always there for any help. Your technical team is also co-operative and has good knowledge of product.

Udham Singh Nagar - Customer

We are using Voice Logger of Aria Telecom Solutions Pvt. Ltd. We are fully satisfied with this product and we also appreciate support provided by Engineer of Aria Telecom.

Vikas Bhatt - Customer

As our company is using PCI based voice logger of Aria Telecom. Product is advantageous. We are fully satisfied with product and support provided by company. We also like to know about company's new products.

Rahul Kumar - Customer

I am using Voice Logger since 3 years in 5 different locations. Product is really good and the service they provide is on time.

Adarsh Verma - Customer

I am glad to share my feedback with you and convey to all concerned as well. I would like to appreciate Mr. Navdeep Chauhan and Aria Telecom as i contacted him and shared my issue he explained and well managed and make me understand about the process and further knowledge too . It is new experience for me and want to thank you from core of my heart for him ( Mr. Navdeep Chauhan) As per my experience he is very active on his work and full of experience and way to explain "Mentor". I have 15 years of experience in BPO and met many minds and experiences . He is one of diamond !! "Good Luck !! Thank you for coaching me you are a True Mentor "`

Ashwani Thakur IT Manager - Customer

Dear Team, I would like to inform that we always have received support & provide satisfaction resolution on highlighted concern from support team... Thanks All.

P S Team Leader - Customer

I would like to appreciate the level of customer service provided to be by Aria Support Team. After a call our issue has been resolved immediately. Really amazing customer service for the dialer!" Thanx for the best support.

Rajkumar Kumar IT Manager - Customer

"I'd like to compliment you on your fast and efficient online support for the call centre solutions. I have just had a very pleasant and helpful experience with your Aria support Team. Brilliant service, they are patient, prompt, polite. Highly recommended!"

Ajay Ganguly Sr Executive - Customer