HoduSoft

Startups and enterprises with small teams may wonder why they should even consider call center software when they have mobile phones, skype, email and whatsapp for communication. If you take a closer look you will find that contact center software can be transformational in boosting growth of such enterprises. Drive customers into a single funnel The top priority for any startup or a small business enterprise is to not let slip a single lead. The trouble is that prospective customers may initiate a conversation on any channel. They expect prompt response. It would be difficult for executives to keep track of all these channels. Contact center software incorporates a unified communication channel and let executives manage such leads consistently and speedily. Talking to the right person is also important and the automatic call distribution and skill based mapping feature of contact center software comes in useful. The result is fast service leading to more custom...

Hosted solutions are the norm rather than the exception these days and the trend is likely to continue in 2019 and beyond. Hosting brings along a host of obvious well known benefits. One worthy of mention is that when it comes to hosted PBX software, it can be configured to be a multi-tenant or single tenant solution. The former is perfect for ITSPs wishing to provide PBX as a service while the latter benefits enterprises looking for comprehensive communication solutions. What is the best hosted IPPBX solution? Different users with difference use case scenarios are likely to hold different opinions as to what is the best hosted PBX software . Features matter. In this perspective it is normal to expect the usual set such as phone book, DND, caller ID, voicemail, barge-in, call forward and least cost routing. These are useful legacy features that one expects in IPPBX software along with others such as queue monitor and agent status. However, communications and mobili...

Think of call center software and you will see that certain features have endured since the time they were first introduced. These are basic to any contact center solution . However, customer behaviors have changed and so has the environment so call center software in use today has more features that may be more important for better functionality. The standard feature set of standard call center software Auto dialer : This is standard to virtually all call center software solutions since it is so crucial in outbound calling campaigns. Tied to a CRM, this feature is indispensable to schedule outbound calls and connect the agent only when a live human responds. Predictive dialer : This is just as important in contact center software as is the auto-dialer. Among other things, it takes on the task of determining calling pattern depending on agent work load and managing it so that agents are not overburdened and handle calls efficiently. Skil...