Traditional Call Center To Omnichannel Call Center Software Transformation – Cost Effective, High Performance


Compared to the fluid power of today’s contact center software and setup, the legacy call center operations seem Neolithic in comparison. It is a wonder call centers in those days used to get things done to a customer’s satisfaction. Thankfully, the coming of VoIP heralded a new dawn on the call center horizon. Life became easier. VoIP brought in its wake features that led to improvements, notably the shift from hardware to software and then cloud based call center software solutions. Despite this some call centers are still handling operations with a hybrid of legacy and modern call center setups. This is expensive and counter-productive.



Traditional is insufficient
VoIP based call center solutions did bring in internet telephony, voice recording, call routing and automatic dialers, to speak of a few. However, these contact center software proved to be expensive and lacked features that current requirements dictate. One is the widespread use of various channels by customers to initiate an issue or simply voice thoughts. The other is use of latest technology. On-premise software proved expensive to purchase and upgrade. The current trend is hosted call center software with a host of omnichannel features and communication facilities.



Transitioning to modern call center software packages
Persisting with legacy CC solutions not only leads to higher costs and agent underperformance but also the intangible cost of customer churn. Customers today are impatient and expect seamless and fast responses whether they choose social media channels like Facebook or Twitter, opt for self service through IVR or even expect to chat live on video with an agent. Callers expect call centers to know about their records if they are existing customers and rarely have the patience to submit all details. Today’s call center software packages include social media integration as well as video chat and conference in addition to intelligent IVRs.
It is a more engaging customer experience when a call center has such software in place.



Freedom of operations
Legacy systems meant agents were required to be present in the call center to perform duties. Today’s hosted call center software permits use of desktops and mobiles and the find me/follow me feature means agents are accessible at any time through their mobiles. This also means call centers need not employ full time in-house agents. Remote working becomes easy and leads to cost reductions as well as better performance delivering higher levels of customer satisfaction and agent happiness.  



Hosted is the way to go
Hosted call center software makes it easy for any small entrepreneur to set up operations in any country. Enterprises can have their own in-house call center setup with no capex. In both cases users do not have to worry about maintenance or software upgrades—the vendor takes care of it. Best of all, hosted means users can ramp up or down and pay on usage basis. Get an omnichannel hosted modern CC software and you have a jump start.

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