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/

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