The Best Blended Call Center Software in Canada | Hodusoft


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 distribution, skill based routing and facility to monitor incoming calls while on an outbound call and vice versa. Least wait time and high level of satisfaction for callers.
  • Full dashboard overview for administrators for monitoring and supervision as well as barging in when required.
  • Call records, analytics and reports
  • IVR CRM integration
Hodusoft’s blended call center software is the most versatile and affordable one that includes the latest technology bells and whistles required in the current service context.



How do you benefit as a call center or business?
  • Maintaining distinct inbound and outbound channels may be a good idea from one perspective, especially if load is heavy. However, from another perspective a blended call center software is better in that agents can make and receive calls and this proves particularly helpful in capturing customers and then providing service. The agent knows how matters stand with a particular caller. Callers like it when they talk with someone who knows their history.
  • Agent’s time is well utilized. An agent may be on a predictive dialer outbound call and will be waiting for call to connect. In the meantime, he can attend to an incoming call. Efficiency and productivity sees a quantum jump with better resource utilization.
  • Incoming and outgoing call data is synchronized at one place and you, as a call center operator, can derive more and better intelligence. You can forecast trends and take timely action.
  • There are times when campaigns may be launched. Managers can assign more agents to such outbound calls and then switch back to inbound if the load increases.
  • It is one thing to push sales in an outbound call and another matter to handle an inbound one that may be about an inquiry about a product or a complaint. Agents become more versatile and more capable.
  • An outbound call to a target may result in the target then making an inbound call. Blended contact center software allows continuity in the campaign promising better outcomes.
Hodusoft’s blended call center software for Canadian enterprises helps them raise communications, customer experience and revenues to greater heights. It is worth the investment.

Source: https://hodusoftsite.wordpress.com/2019/07/02/the-best-blended-call-center-software-in-canada-hodusoft/

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