How to Find Right Call Center Software for Your Business?

Serving customers is an important aspect of business operations which is why businesses have in-house customer service representatives. If volume of calls is high they may create a separate unit to handle calls and put in place suitable software/hardware to handle inbound and outbound calls. Businesses may outsource customer care to call centers but that has its shortcomings. For the purpose of this discussion assume you are running a business and wish to implement in-house call center operations. You will need the right software so which one should you pick? Read on to make a more informed decision.



On-premises and hosted cloud based
On premise call center software involves purchase of the package and additional hardware like IP phones. It does offer more control but it is expensive to own and maintain. If you shift premises you will have to incur additional expense. Hosted cloud based packaged call center software is better in that your CRM data and software resides in the cloud. You pay for it on a monthly subscription basis. Users can access account and make calls as well as receive calls even when they are out of office. This means you can have remote workers included in the solution. How well they can work depends on the feature sets offered in the solution.




Features – calls and voice mail vs omni-channel
Call center solutions that offer just calls and voicemail/fax are outdated. You need more comprehensive contact center software that has omnichannel facility including social media integration. This will allow you to manage all channels such as email, fax, voice, chats and social media from a single dashboard and respond better.



Beyond voice to video
Even omni channel powered contact center solutions can be limiting. These are the days of video chats and video conferencing. Look for solutions that include mobility and video facility. Ideally, WebRTC should be included and this opens up gateways to better interaction and customer satisfaction. You need just a desktop/laptop with microphone, speaker and webcam to handle calls. Even a mobile phone will do. Callers do like it when you engage in video chats. Further, WebRTC permits screen sharing and document sharing, all of which can be used for faster resolution of issues. It is not just customers; even employees can collaborate better, especially remote based workers.



Self service
If the contact center package lacks self service IVR then it is best ignored. Many routine matters can be resolved through self service and IVR inclusion is a must-have feature. Just make sure it dynamic AI powered IVR that can be adapted on an ongoing basis to avoid issues of customer frustration.



Standard features
The foregoing comprises the more important advance features. Of course, you should also look for basic features such as call recording, smart skill based routing, auto dialer, smart predictive dialer, call distribution and analytics.



The best thing is a ready to use hosted package that works right off the bat. In fact, the contact center solution could well become the base for communications for the entire enterprise, especially if it has AI integrated in it. Look for a vendor who supplies a hosted ready to go solution powered by AI. You get upgrades and support at all times.


Source: https://hodusoftsite.wordpress.com/2018/12/18/how-to-find-right-call-center-software-for-your-business/

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