Best Call Center Software in 2019 | Hodusoft


What the best call center software is may depend on the perspective of the person. Ask a call center operator and he may stress ease of use, least burden on infrastructure, no capex, automatic maintenance and, importantly, intelligence through analytics that will contribute to the bottom line.



Call center agent perspective
Ask a call center agent and his perspective is likely to be a bit different as to what constitutes the best call center software for 2019. His wish list would probably be long.
  • Social media integration into an omnichannel package is what agents like. It saves them the time and effort of having to monitor and switch between channels. Working becomes so much easier and pleasurable with seamless social media channel operations through a single dashboard.
  • Video call, chat and conference facility is another thing agents enjoy. It is far better, from their perspective, to engage with customers “face to face” over video chat rather than speak to disembodied voices all day long. The outcomes are always far better with video than with vanilla audio.
  • Smart skill based mapping and routing of calls to only those agents that can handle the issue is another desirable feature of call center software that are now being termed customer engagement solutions. It saves time and effort and results in fewer headaches for agents. They can do more.
  • Access to caller records through a backend CRM is another option as is the multi-lingual feature or text translation facility that some top of the line contact center software have.
  • Facility to use their phone to link with the software and call center software so they can work when in office or out of it or even from home.



From the customer perspective
  • Oh, no, not an IVR! This is what customers would say when they call a service support center and their call is ported to an IVR. How about a visual IVR so they can choose the right option right at the start on their mobile screen and tap to talk to an agent or to carry out a self-service option?
  • Video chatting is good. Talking to a face is better and one can watch facial expressions to know just how attentive the agent is. Video chat should also have feature to turn into a conference call and a video within a video so the agent can show us a product demo if so desired, for example.
  • Yes, we are on whatsapp, Facebook, Instagram, Twitter and others so why are they not on these social media channels? Surely it is not such a challenge to use social media interactions. It would make us happy. And loyal too.
The more customer-centric software is for call centers the less there will be of rants and more of raves.



It is not easy to find a futuristic contact center software that is everything to everybody but Hodusoft’s CC comes close, very close.

Source: https://hodusoftsite.wordpress.com/2019/06/25/best-call-center-software-in-2019-hodusoft/

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