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Are Cloud-Based Call Centers the Next Hot Product for the SMB Market?

December 18, 2014 - Article
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Dan BakerBy Dan Baker

Good customer service is a strategic business lever. This is certainly the case in the telecom market. In many cases, the difference between the voice, messaging and data service is marginal, so high quality customer service becomes the edge for retaining existing customers and attracting new ones.

It’s the same for any vertical market: Quality customer service can improve a company’s corporate identity and drive business growth. But unfortunately, the issue for many businesses – especially small and medium-sized ones – is they are often priced out of acquiring modern call center technology, the starting point for a good customer service operation.

Tikal Networks' Doron DovratOr at least until now. I recently interviewed Doron Dovrat, CEO of Tikal Networks, an Israeli firm that designs and develops end-to-end telephony and contact-center solutions.

Tikal’s hottest product is a cloud-based call center that Doron claims “delivers the benefits of a large custom-built call center to SMBs at a much lower cost." That’s quite a claim, but in the following interview Dovrat fully explains the economics of cloud call centers and his plan to enter the U.S. market soon and work with channel partners.

Dan Baker: Doron, pushing cloud call centers to SMBs is an intriguing idea. But how well is this idea taking off so far?

Doron Dovrat: You’d be surprised at the range of SMBs that have deployed our technology. We have communications service providers, industrial companies, government organizations, financial services companies, insurance companies and a range of others with anywhere from just a few to dozens of agents using our solution.

Now, I will admit that lots of SMBs are at first reluctant to take the leap, but we can easily demonstrate the benefits. I will give you an example. One of our customers is an insurance agency with 90 agents spread across multiple locations. They were working with an outdated call center system and inefficient manual processes. The company understood they needed to make a change, but were hesitant to move forward. The risk of interrupting businesses processes and losing revenue was a big concern. We assured the CEO that the deployment would be fast. We completed the installation, configuration and training within days. By day five we had their 90 agent call center in full production.

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