3 Reasons Call Center Software Integration Is a Must for All Industry Segments in 2019
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 qualified agents and
campaign implementation in addition to better handling of inbound
calls from customers. Social media and omnichannel functionality
through a single dashboard allow executives to listen in on posts and
jump into the conversation. You do not have to wait for leads to
arrive—you can create them.
Performance
of executives improves as does customer experience
Typical
contact center software incorporate features that permit putting a
call on hold while executives talk with each other. Callers receive
better service at one point instead of having to dial different
numbers. Executives and callers can make use of video chat feature to
have a virtual face to face conversation that is infinitely better
for both. Further, with a little imagination this feature can be used
for team collaborations and virtual meetings within an organization.
You have a video conference feature for no extra cost. It can be used
for interaction within teams in different departments in the
organization, with vendors, with production people and with
customers. A prospective customer is just as likely to enjoy video
chats as much as an existing customer with happy outcomes in both
cases for the caller and for the organization. The IVR feature
provides self service for callers who may be happy with resolution at
that level or they may talk to a human representative if they like
and the agent has access to data from the CRM to deliver a delightful
experience. You can assign someone to monitor social channels or set
automatic flags in the software to alert you about anything relevant
to your organization and then engage the individual who initiated a
post about an inquiry or a complaint. There are lots of ways, such as
for instance, initiating outbound campaigns from time to time, where
the contact center software can be of great help.
Better
intelligence
Call
center software helps you gather information from social
media channels and IVR. All these go into your CRM. Then you have
call records that can be analyzed to know about inbound and outbound
workloads. You can listen to recordings of conversations and fine
tune skills of employees. It is not a tough task to analyze all these
and derive insights to improve efficiency and customer handling
strategies.
Contact
center software is like PBX on steroids, only much better in every
way.
Source: https://hodusoftsite.wordpress.com/2019/09/20/3-reasons-call-center-software-integration-is-a-must-for-all-industry-segments-in-2019/
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