Blended Inbound and Outbound Call Center Software is the Way Forward in 2019


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 over if needed. Agents that handle both types of calls are more productive. Importantly, it gives them satisfaction since they know the outcome of a call they made by way of response. Customers too benefit since they talk to a person who knows and can handle it better. Your employees do more and your organization benefits.



Enhance it still more
What was discussed above simply covers voice calls. Now layer the inbound-outbound software with social media capabilities and omnichannel features. In one stroke you have an overview of conversations across social media and agents can switch over to any channel the customer chooses for communication. Agents love the agility the software brings and delight in interactions. Tie the inbound-outbound call center solution to CRM and then you realize just how much of difference this seamless blend makes to customer service and to sales.



Make it personal
The above layers, especially social media and CRM do enhance the personal touch. Agents and targets both know who they are talking with. Make it still more personal by leveraging the video chat and conference feature that is now standard in most blended inbound and outbound call center software. There is nothing quite like a face to face conversation that the video chat feature permits and outcomes are positive for everyone involved. Drive a lead into the sales funnel or reassure a sore customer and do it fast with video. Agents can do it using their desktop system with a webcam and they can do it over their smartphones. Customers are happy and that means more business as well as better reputation.



Intelligence
The outbound and inbound data converges and allows for better analytics from within the software. You can derive better intelligence and do it fast with less effort instead of separately handling inbound call center data and outbound call center data.



One of the finest examples is a Freeswitch based blended call center from Hodusoft available as on-premise or hosted solution.



Source: https://hodusoftsite.wordpress.com/2019/07/19/blended-inbound-and-outbound-call-center-software-is-the-way-forward-in-2019/

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