Call Center Software Here Is All You Need to Know


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, microphone and webcam. There is no need for IP phones or hardware or specialized VoIP servers. Just subscribe to the hosted call center software and you will be up and running in an hour or so. You need not have an office. Your employees can work from wherever they are located. For businesses this is welcome news since they can use existing infrastructure and employees to provide services to customers. If you are an entrepreneur this type of contact center software is a golden opportunity to start your call center operations. 



What to look for in call center software
The ideal one is a hosted solution with WebRTC audio-video chat/conference feature, which is a must have. Naturally, there are other features that are indispensable such as: 
  • Smart skill mapping and automatic call distribution
  • Predictive dialer for outbound campaigns
  • IVR
  • Recording and analytics
  • Omnichannel features that integrate social media, chat, voicemail, email, fax, SMS and voice. If it is not omnichannel WebRTC included then it is simply not worth considering. 
  • Dig a bit deeper into how codecs are integrated because call quality and clarity are vital.
  • Examine the cost structure. 



Hosted is the way to go
You may assume that you have full control over on-premises software. However, technology becomes obsolete rather quickly. Upgrades can become expensive in such cases. Maintenance too can be an issue. Opting for hosted contact center solution does away with all these niggles. One, you do not have to bother about maintenance – the provider’s team is tasked with making sure it is working all the time. Two, you do not have to worry about upgrades – there are incremental upgrades going on in the background all the time. Plus, you can scale up or scale down with no worries. 



Forget big names. They offer proprietary closed systems that will be an economic burden. Instead, look for smaller VoIP technology experts specializing in open source platform based contact center software solution. 


Source: https://hodusoftsite.wordpress.com/2019/09/27/call-center-software-here-is-all-you-need-to-know/

Comments

Post a Comment

Popular posts from this blog

How to Choose a HIPAA-Compliant IP PBX That Prioritizes Patient Data Security in Healthcare?

Image
  If you are in the healthcare sector then you must be knowing how important it is to protect confidential and sensitive data of patients. Failing to do so not only violates patient trust but also goes against strict guidelines by the Health Insurance Portability and Accountability Act (HIPAA). And that can mean heavy penalties. As per stats , the United States Department of Health and Human Services (HHS) issued USD four million in fines. In total, 109 million patients were affected by the breaches. That’s why healthcare providers need to do whatever it takes to ensure data security and compliance with HIPAA. Leveraging sophisticated digital communication systems such as IP PBX software can help. This article delves into the importance of choosing an IP PBX system that prioritizes patient data security and explores key considerations for healthcare organizations in making this decision. Why Data Security Is A Must in the Healthcare Sector? From medical histories to billing details,
Read more

Workforce Optimization: HoduSoft's Solutions for Maximizing BPO Agent Productivity

Image
  In the ever-evolving landscape of business process outsourcing ( BPO ), the key to success lies in optimizing workforce efficiency. As businesses strive to enhance customer experiences, streamline operations, and stay competitive, the role of BPO agents becomes increasingly crucial. HoduSoft, a leading provider of communication and collaboration solutions, has emerged as a trailblazer in the realm of workforce optimization. This article explores how HoduSoft's innovative solutions are empowering BPOs to maximize agent productivity. The Challenge of Workforce Optimization in BPOs BPOs operate in dynamic environments where customer interactions are diverse, and service expectations are high. Balancing efficiency, quality, and customer satisfaction poses a unique set of challenges for BPO managers. Common issues include: Agent Productivity: Ensuring that agents are performing at their best while maintaining consistency in service quality. Training and Onboarding: Effectively tra
Read more

Demystifying STIR/SHAKEN in PBX: Your Key to a Fraud-Free Phone System

Image
  Shark attacks. Alien invasions. Terrorist strikes. Hostage situations. Bomb blasts. Nuclear winter. Let's be honest; all of us have dreaded one or more of these scenarios at some point in our lives. And when we think of these, we wish there was a James Bond-like hero who can save us from these threats. But a majority of us are blissfully unaware of a supervillain that's so widely prevalent in the present age. The problem is that it's invisible.  The seemingly innocuous threat comes in the guise of a regular phone call. When it's received, it can rob people of their identities, wipe out their life savings, and do a lot more damage than imagined. The villain that we are talking about is robocall and caller ID spoofing. Both have become rampant in recent times and fraudsters employ these to deceive recipients into answering calls from seemingly trustworthy sources.  The answer to the problem is a sophisticated technology known as STIR/SHAKEN (the acronym for Secure Tele
Read more