How Omnichannel Contact Center Software Helps to Grow Business on Monthly Subscription Basis
Contact centers find that callers may not necessarily stick to the old, tried and tested PSTN phone. Today, customers may use facebook or any other social platform, email, phone, web interface, chat or over the top (OTT) channel to initiate a process. This creates nightmare for call agents who have to constantly switch between channels and thereby lose time as well as irritate a caller. The solution is omnichannel contact center software that presents a unified channel for all these diverse avenues of communication. Contact centers have been switching over to such omnichannel solutions because of inherent advantages that this type of contact center software presents. The omnichannel solution includes self service IVR for basic purposes and then transfer to a live agent who can handle that specific query if the IVR cannot fulfill it. Predictive dialer, intelligent routing, proactive outbound, WebRTC telephony and video chat, voice blast, automatic call distribution, chat and