Contact Center Omnichannel Software – Discover impressively powerful yet incredibly simple call center software to help you build better relationships with your customers.
With the advent of social media, live chat, email, chatbots and other forms of digital communication, you might think that the day of the traditional phone call has come. But this couldn’t be further from the truth.
Contact Center Omnichannel Software
According to the Customer Experience (CX) Trends report, most customers still solve their problems over the phone.
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Fortunately, this doesn’t mean call centers have to rely on outdated technology to serve their customers. Modern call center software can improve the quality of service for customers and employees while reducing operating costs.
Our guide gives you an overview of the world of call center software and introduces you to a selection of market-leading contact center solutions so you can choose the right solution for your business.
Call center software is a program that helps businesses handle large volumes of incoming and outgoing calls. It performs tasks such as call sharing, gathering caller information, triggering pre-recorded answers to frequently asked questions, and redirecting callers to other channels.
Essentially, call center phone systems allow you to capture caller data, exchange data with other systems, and configure call flows according to business rules.
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When customers call your business, your call center’s phone system ensures that they leave their information. Call center software can use this information to match existing customer records in the CRM system and provide personalized service to customer service agents handling calls to ensure a better response.
Any business with a high volume of outbound and inbound calls can use call center software at the same time to improve the quality of their phone support services and reduce ongoing operating costs.
For example, automatic call processing can significantly reduce the frequency and impact of human errors and reduce the problem of burnout among customer service employees.
Many industries use call center software, but depending on the volume of calls you receive, you may not need it at all.
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Call center solutions may vary depending on the features of the software. Some solutions are designed for outgoing calls, others for incoming calls, and many are a combination of the two. In addition, call center software can be cloud-based, hosted and installed locally for outgoing and incoming calls.
Where the call center solution is hosted (or not) affects maintenance costs. Typically, a locally installed solution is the most expensive because you have to cover the cost and maintenance of your own servers, including updating the software yourself. Hosted software is less maintenance-intensive, but still less cost-effective than cloud-based telephone service solutions. .
So-called outbound call centers are suitable for sales teams, research companies and other companies that need a large number of outgoing calls. The difference between outgoing and incoming calls refers to the different features offered by the two different types of incoming and outgoing calling software.
For example, outbound calling software includes features designed specifically for outbound calls (such as Power Dialer), while inbound calling solutions come with features that speed up incoming calls (such as IVR).
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The best call center software helps you reach your customers through the communication channels of their choice. The ideal multi-channel solution includes not only calls but also digital channels, such as:
The omnichannel solution also shows a complete view of the customer in every interaction – across all channels – providing the important customer context that customer service agents need when managing a customer account. This helps create a consistent and personalized customer experience regardless of which channel the interaction started on.
Depending on the size of your business and the needs of your business, there are many things to consider when investing in new software. Here are some benefits of a call center phone system that can help your team with incoming calls.
The best call center software helps your team handle high call volumes more efficiently. The right call distribution can help your team serve customers more efficiently and make work easier.
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This allows you to handle more calls with lower operating costs. In some businesses, this can mean the difference between a loss and a profit.
For many companies, 24/7 live support is simply not possible. If your software includes an interactive voice response (IVR) system, you can achieve this.
And while a live customer service representative cannot (yet) be replaced by call center software, you can still provide your customers with a certain level of service through a voice-activated help menu. Of course, not all customer questions can be answered through pre-recorded messages, but many of them can be answered.
In addition, well-integrated software can route your calls to other self-service channels that can provide more answers than your call center.
Omnichannel Contact Center
Managing a customer service team can be a complex task with many moving parts. Giving managers the right tools can help them stay organized and better manage their customer service team. Call center software tools can include:
Ultimately, companies want to offer their customers a positive experience throughout the purchase process. The two most common issues affecting the customer experience are:
Customers stuck in limbo can quickly become discouraged, which can negatively affect their opinion of your brand. Call center software with an IVR can offer scheduled callbacks so customers can put down the phone and go about their day without losing their place in line. If customers choose to put the call on hold, the IVR can group calls during peak times and prioritize customers with the most pressing issues.
Once the call is established, the customer service representative has the history of the interaction in front of them – in one place – so the customer can continue the conversation without repeating the information.
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Companies that invest in cloud-based call center software have more flexibility in communicating with their employees and ultimately their customers.
If your company chooses the flexibility of remote work, you can employ more people without paying for extra office space.
Mobile phones enable quick and convenient communication with customers. So why not use call center software that allows you to meet your customers where they are?
Remember that texting is more than just texting. Social media communication platforms such as Facebook Messenger, Instagram and WhatsApp provide additional channels to communicate with customers. Text messages sent through these channels affect:
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According to our CX Trends report, 90 percent of consumers spend more money with companies that shape their experiences. Call center software gives customer service agents an overview of customer information and call history, providing them with context to personalize interactions.
With this information, customer service representatives can immediately connect and develop a deeper relationship with the customer. A customer service representative can make a call by entering the customer’s name and make recommendations based on purchase history and preferences.
And the best part? When customer service representatives can access this information, customers don’t have to repeat themselves, which improves the customer experience.
Depending on the software brand, its features may vary. Here are some key features to consider when choosing call center software.
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If you had to point to a specific feature that makes call center software so powerful, it would probably be intelligent call distribution. After all, most of the value of call center solutions lies in their ability to route incoming calls to the right person as quickly as possible – and that’s not possible without call distribution configured according to what works best for your business. Therefore, intelligent, automatic call distribution is an essential function of the call center.
Call monitoring and “quiet background chats” are basic functions of call center software. They help managers train new and existing employees faster.
Call monitoring is exactly what it sounds like: it allows managers to listen in on interactions between customer service and customers. This is very important because it helps managers better understand what works well and what doesn’t. This way, they can tailor their opinion according to the customer service representatives.
Quiet background speech allows managers to “whisper” advice to customer service agents, while the customer service agent communicates with the customer without hearing the conversation. In this way, supervisors can better support new customer service employees in building trust in the initial stages.
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Basically, both functions support call centers in training customer service staff faster and more efficiently. After all, high variability is often a problem there.
Call monitoring and quiet background conversations allow managers to monitor and advise their employees in real time, providing the complete overview required for call center analytics. Call center analytics allows you to report on a variety of metrics, including:
Eliminating customer pain points starts with having important customer information and context available in one place. A unified view that shows user profiles, interaction and conversation history, and order history and information helps customer service quickly find the information they need to better serve customers.
Easy access to customer information helps reduce the need to visit them again and again, even if they need to be referred to another department to resolve the issue. Interaction and problem solving can be faster, saving valuable time for customers and customer service representatives.
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Basically, a unified workspace gives customer service an opportunity to do their job better and improve the customer experience. This leads to higher staff satisfaction, which leads to higher quality service and happier customers.
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