Top Five Reasons To Choose Call Center Software for Business | Hodusoft


There is a general perception that call center software is for call centers and that businesses use IP PBX. However, the lines of demarcation are blurred these days since businesses must focus on customer experience and communicate through any channel the customer chooses. That is not all. Call center software has other features that can be transplanted to business environments, making it the perfect fit. Here are five reasons to choose contact center software for your business. 



1. Omnichannel communication 
Single point monitoring and access for multiple channels like email, chat, SMS, voice and video plus social channels like Facebook, Instagram and Twitter are bundled into the call center software. Imagine being able to track a Facebook post, connect with the potential customer and switch lanes to voice or video chat and then send an email or SMS. 



2. Conduct campaigns and surveys with ease 
It becomes easier and cheaper to initiate periodic campaigns and surveys when you have your own in-house call center software. Tie it with your CRM and use the auto dialer feature and the software gets to work, dialing targets at scheduled times and connecting with an agent only if the call is picked up. Plus, you can record activities and analyze everything to know just how effective your campaign is and what you can do to improve customer interactions. Outbound campaigns using the contact center software can lead to a huge crop of leads you can convert with ease. 



3. Easy call distribution 
In call centers the software uses skill based mapping to distribute calls and reduce load on agents. The same feature can be configured to distribute incoming calls only to the right person in the right department. Customers need not be put on interminable holds and transferred from one line to the other. Executives need not pick up phones only to transfer calls. You can image how much productivity and efficiency improves, not to speak of customer satisfaction. 



4. Anytime, anywhere communication
The WebRTC feature of today’s advanced contact center solutions opens up a whole new world of communication possibilities. You need not be tied to your desk or use specialized hardware. A simple desktop with microphone, headset and webcam or a mobile phone permit anytime, anywhere communications using voice and video. Customers can contact executives whenever they call and executives can initiate calls. Further, businesses that employ remote workers or executives in branch locations can use this feature for communication and collaboration. In fact, the conference feature permits executives in different locations or different departments to talk with a customer and resolve an issue on the first attempt. 



5. Hosted solution so it is up and running in less than an hour
Image hardware based IP PBX in place. Should you change your office location this would involve considerable time and expense in shifting your IP PBX. Opt for hosted call center solution and you can be up and running in an hour. Shift your office with no worries. The biggest benefit is that you do not pay a dime upfront. Opt for subscription and, as you go along, you could well be paying for communication from your earnings. In addition, it is easy to scale up or scale down according to needs. 



Hodusoft’s call center software has everything that businesses need to ramp up communications and deliver the best customer experience at the lowest cost. 

Source:https://hodusoftsite.wordpress.com/2019/10/18/top-five-reasons-to-choose-call-center-software-for-business-hodusoft/

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