HoduSoft

There is one school of thought that says that if a thing is not broken why fix it but when it comes to technology, this can leave you stuck with older, inefficient and expensive systems. This holds true for PBX software . Businesses are satisfied with their legacy in-premises IPPBX software , not knowing that technology has marched ahead and that an upgrade is in order.   Mobility and mobile technologies  Existing and legacy PBX software may have GSM/WCDMA trunk integration but today it is 4G and 5G is on the horizon. Upgrading older PBX software to modern IPPBX software with 4G inclusion enhances voice clarity while permitting more simultaneous calls. Whether one uses in-premises phones or mobiles there is a seamless connect. Importantly, you can take advantage of WebRTC and video chat/conference that newer technologies offer. There are speed and performance enhancements to upgrades.  Reduce costs  Older technology PBX software may ...

Competition hots up and customer experience drives enterprises to become more proficient and efficient at communications. Call center software can make quite a difference to managing customer experience and communications in one stroke. Blended inbound and outbound call center software is much better considering today’s requirements. You can do so much more and, importantly, have a centralized database for inbound and outbound call activities. Workforce efficiency increases Assume you have only outbound call center software or inbound call center software in place. This imposes limitations on employees and it has an adverse effect on processes too. If two channels are separate then an agent who initiated a call does not know if and when the target responded. The blended inbound and outbound call center software gives agents a bird’s eye view over inbound and outbound calls. Employees can be kept busy. While making a call they can view an incoming call and switch...

Legacy call center systems are simply inadequate given the way customers search for and buy products on ecommerce retail. They are likely to use social media, search engines, live chat, mobile apps, forums, review sites, price aggregators and emails to find a product and then go on to buy it. Keeping tabs on all these channels is a challenge for ecommerce operators that omnichannel contact center software handles with ease and, in the process gives them insights. Omnichannel – single view point and proactive service Customers may choose any channel to begin their buying journey. Existing ones, likewise may voice a grievance in a tweet or a Facebook post. The same individuals may have left a call back message via email or the IVR. Omnichannel contact center software ties all channels together in a unified dashboard that gives agents a single point view and helps them deliver proactive service in capturing a lead or addressing a grievance. Promptness cou...

Focus only on inbound or outbound calls and you are not getting the most out of a system that should bring in more benefits. The true solution is blended call center software that permits outbound and inbound calls from within the same interface. Your agents can do more with the best blended call center solutions especially if it is omnichannel with social media integration. Richness of features The best blended call center software that Canadian contact centers and even businesses will find a genuine asset to their business incorporates a rich set of features. Omnichannel integration gives direct access to Facebook, Instagram and LinkedIn feeds for immediate action and interaction by agents with seamless switchover to any other channel. WebRTC takes it further with facility of face to face video chats as well as interactive conferencing and presentations for immediate resolutions and conversions. The full set of automatic call distribu...