HoduSoft

  Are you considering between multi-tenant contact center software and dedicated contact center software? If the answer to the question is a yes, then you need to know that both options have their own set of advantages and challenges—especially when it comes to cost.  Understanding the financial implications of each model and creating a financial analysis is crucial for companies trying to make the best choice for their needs, size, and budget. As former US senator Fred Thompson rightly said, "Cost-benefit analysis is an important tool to inform agency decision making." Now when it comes to making cost analysis and comparing costs, multi-tenant contact center software is generally more cost-effective than dedicated contact center software on several aspects. 1. Initial Investments The upfront costs while investing in multi-tenant contact center software solutions are much lower as the software is shared among multiple customers. It doesn't call for investment in speciali...

  The beauty of startups and small organizations is that the better they solve their customers' problems, the bigger their business grows. Once a startup or a small business manages to fill a gap in the market, growth is inevitable. Sometimes, the growth is so huge that it becomes difficult for startups and small businesses to scale up their operations promptly and meet customers' demands. The same goes for customer interactions. Fred Ehrsam, entrepreneur and founder of cryptocurrency exchange Coinbase, rightly said, "Scaling is multi-dimensional. Different methods address different things." When a startup or small business outgrows customer service operations, it’s time to upgrade to a customer service strategy that can handle the huge volley of incoming calls and messages. So why not invest in a scalable phone system, keeping future growth in mind? Let’s explore the benefits for startups and small businesses of investing in a cloud phone system. What is a Cloud Phon...

  "Disaster recovery planning is not about anticipating the disaster itself; it is about anticipating the needs of the business after the disaster has occurred." This quote of noted independent IT and business technology consultant John William Toigo is a reminder why call and contact centers need to take disaster recovery more seriously. Disasters don't come with prior warnings. They can strike anywhere, anytime. In such scenarios, call and contact centers must make sure that they can deliver uninterrupted customer service. That's because, if they don't, then they will end up frustrating and alienating their customers during such critical times. This is where  multi-tenancy architecture in IP PBX systems and call and contact center software solutions can significantly enhance disaster recovery strategies.  Here are some key points explaining how multi-tenancy can enhance disaster recovery in call and contact centers: 1. Resource Efficiency Multi-tenancy allows m...

  For every customer-facing organization, response time matters a lot. In today's age, people expect organizations to respond to their queries and concerns quickly. But for some, such as the ones in the healthcare sector, response time can mean the difference between life and death. That's why all customer-facing organizations must take their response time extremely seriously. They need to be obsessive about it. The industry standard of average speed of answer is 20 seconds. Whether it's audio calls, text messages, instant messages, emails, or social media notifications, contact centers should take 20 seconds or less to answer every incoming query. For that, they need to leverage omnichannel communication tools that will help them integrate various communication channels—such as phone, email, chat, social media, and SMS—into a single, cohesive platform. By doing so, they can track customer interactions across channels, ensuring a unified experience. Here’s how omnichannel c...