Seven Benefits of Using Contact Center Software in Business

The general perception in business is that their telecom solution, whether it is the standard PSTN line or a more modern VoIP, is sufficient for most purposes. Customer services are best outsourced to call centers. Here is why every business, even a small one, can benefit by opting for contact center software they can use right in their premises.



1. Data for customer service
A typical contact center software that one can use in business operations naturally incorporates data access features. The call center software shows data about existing customers and also a complete record of transactions and past service history. Business owners or their employees can interact better once they know more about a customer and deliver better satisfaction.



2. CRM integration, enhanced customer service
With an omnichannel contact center software a business is not restricted to only the phone lines for communication. Existing customers and prospective ones can utilize any digital channel like social media, online chat, SMS or email using any device like a desktop computer, a laptop or a smartphone to connect and resolve queries. When this ties in seamlessly with a backend CRM it enables a business to translate interaction to revenue generating activities and enjoy better customer retention.



3. Increased productivity
A typical call center software has many features that improve productivity and efficiency of a business. A business can broadcast messages to select group of recipients, for instance. Callers can be routed to the right person. Sales agents can share information with their team and track responses. A predictive dialer along with an auto dialer in the contact center solution accesses leads in the CRM and initiates calls. All this would have to be done manually but the software introduces a high degree of automation and does it all through a WebRTC powered browser interface.




4. Reduced costs
Standard telephony over long distances can be prohibitively expensive and act as a deterrent. WebRTC with VoIP in the call center solution uses the internet for calls and one is not restricted by boundaries.



5. More sales
Contact center software tied with CRM helps sales staff drive more sales and convert more leads. The comprehensive solution records all transactions and presents the data to the calling agent who can cross sell or upsell.



6. Better customer experience
Omnichannel communication means that an existing customer or a prospective customer is not restricted to using only the phone to get answers. He can use email or social media and expect prompt responses leading to a happy customer experience.



7. Ease of use with better security
Contact center software usually has a single interface through which all actions can be initiated or calls handled in an easy way. Agents do not need to access data or telephone books or the CRM separately. They can focus more on their work and get more done. Call center software is also inherently more secure.



The icing on the cake is that one need not install custom hardware or dedicated IT infrastructure for the call center software. It can be used as a cloud based, pay-as-you-go solution.


Source: https://hodusoftsite.wordpress.com/2018/02/23/seven-benefits-of-using-contact-center-software-in-business/

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