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Company

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India

504,Sankalp Icon, Police station road, opp. Parikh Hospital, Nikol, Ahmedabad-382350, India

United Kingdom

Multipz Technology Limited 6 Farmstead Court 6 Melbourne Road Wallington SM6 8SY

Call Hippo

Call Hippo is a cloud call center solution designed to meet the requirements of small, medium, large businesses, and startups. Not only that, it gives a complete analysis of call through call recording, live call monitoring, routing, and other striking features.

  • For iOS : Swift
  • Model : B2B
  • For backend : Node
  • Language option : English

A Brief About Client

The client is located in Ahmedabad, Gujarat. The main aim of the client is to build a solution that helps small as well as big enterprises to grow without spending a fortune.

Problems before the app

  • Unsatisfied clients
  • Unsatisfied call management
  • Productivity was less
  • The chances of error were high
  • Mismanagement resulted in a reduced number of customers

What are the client’s requirements?

The requirement of the client was to build a call center software. The software should be able to reduce human labor plus should facilitate the buying of international numbers.

Hurdles During The Project

Before us, the client had already hired 12 companies, but none of them could meet his expectations. So, for us, the real challenge was to prove our worth as a technical company by providing a simple yet effective solution. During this project journey, below are some technical challenges that had bothered us for a while

  • PLIVO integration was quite a roadblock.
  • Silent Push notification was another issue.
  • To create multi-screen support was a colossal task.

Our Master Plan

Considering the target and challenges of the client, our team was aiming to provide a full-fledge solution. They started closely analyzing the buyer’s behavior to evacuate the exact reason behind it. Once the doubts were clear, the team started building a strategy to build an impeccable application for a marvelous experience.

Attributes of the app

The client, a former employee of a construction company in Switzerland. He was unhappy with the loopholes in the construction business. These loopholes were costing millions of dollars to business and valuable time.

  • Power dial: Automatically dial number from the uploaded list of a particular campaign one after one.
  • Call Analytics: With track records on call duration, call volume, routing the inbound, and outbound call, help to optimize the sales. Call Analytics helps to formulate data-driven strategies for better services.
  • SmartSwitch: Give flexibility to agents to toggle between multiple telephony providers to get better call connectivity.
  • Smart Call Forwarding: It enables you to forward incoming calls to an alternate number. Now, no missed call even after office with conditional or unconditional smart call forwarding features.
  • Global Connect: Get acquainted with the time zone before dialing any international number within a fraction of a second.
  • Call Transfer: Easy intra-firm and inter-departmental live call transfers.
  • Call Queueing: No engage tone, customize messages for clients are some highlights of the call queue feature. This way, you can callback your customers if they do not want to wait in virtual queues.
  • Call Recording: For better monitoring, you can record every call to implement better strategies and boost productivity.
  • Call Conference: It allows the supervisor or manager to enter into a two-way call, making it a three-way.
  • Call Barging: It allows the supervisor to silently enter into the conference bridge, and even the supervisor can talk to both parties.
  • Voicemail: Instead of waiting for the agent to talk to the client, the customer can send the voice message that can be reverted via reply mail.

What has changed Before and After app?

Before the app, there were difficulties in tracking and answering hundreds of calls every day. It was difficult to find loopholes in marketing strategy, as sometimes solutions or speech used by agents might not be satisfactory.

But after the app, it becomes easy to handle the flow of the customers with minimum chances of errors, and greater flexibility. It helps to improve customers’ satisfaction and makes it easy to buy international numbers with no hassle.

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