HoduSoft

Call center software has evolved a lot in recent times. Here is what you may wish to know about contact center software.  It is expensive, No?  No. At one time call centers were equipped with IP hardware and had satellite or ISDN. They had specialized on-premises software. Then they had to have a team of IT professionals to manage it. All that was pretty expensive. Today, the scenario is different. You can start a 5 seat call center. You can scale it up to 500 in no time at all. You do not pay a dime up front. Simply sign up for hosted contact center software on a pay as you go basis.  But that still needs hardware and related equipment does it not?  Today’s advanced call center software usually incorporates webRTC, a real-time communication technology from Google. WebRTC is truly transformational. Incorporated into contact center software it allows you to use just a desktop or a mobile. You need to have a system with a headphone, microph...

Communications today is not plain voice based outgoing or incoming calls. It covers the entire gamut ranging from voice calls to video calls, email, voicemail, fax, text and social media posts. If industry segments like travel, healthcare, financial sector, insurance, manufacturing, consumer goods, to name a few wish to be equipped to handle communications then the plain old PBX falls by the wayside. A call center solution is far better in almost all respects, even cost and ease of use. Richest communication feature set It pays to integrate call center software with the richest features set such as social media integration, IVR, voicemail, fax, email, text and video chat/conference. Typical contact center software also includes features such as automatic call distribution, predictive dialing, skill based mapping and routing and CRM integration. Then you have call recording and analytics. This combination permits consistency in call quality, call handling by quali...

Audio conferencing can save time, money and effort. It should be a part of your IT infrastructure regardless of whether you are operating a small business or a multi-national conglomerate. The question is: what to look for in audio conferencing software ? Hopefully, the following tips should help you make the right pick.  It works on any device, anytime, anywhere  Forget about conferencing software that requires specialized hardware and a separate conference room. These days it is mobility all the way so you want audio conferencing solution that works on your mobile and on your laptop or desktop from anywhere and at any time. All you need is an internet connection and a microphone. This feature raises other questions related to conferencing.  Conference creation and participation The audio conferencing software you consider for your business should permit authorized users to set up a conference, invite participants from the phonebook, set num...

Think of call center software as a more rounded omnichannel business communication solution and you will see why it is to be preferred over traditional IP PBX. It all about customer experience and there is no doubt that contact center solutions prove far superior in delivering customer delight.  Multipoint engagement Customers today have more choices in the way they express opinions or voice grievances or show interest to purchase. Omnichannel features of the contact center software permits your business to listen, tap into conversations and engage customers through their preferred medium. Connect through Facebook, Instagram and Twitter besides other lines of communication like voice, SMS, chat and email through one seamless user interface. Switch channels as convenient.   Calls go through to the right person The first point of contact would be the IVR and then, if the callers find options not fitting in with their needs, the call is transfer...