What is Contact Center Software?
Contact center software has evolved significantly over time and is often at the forefront of incorporating emerging technologies such as artificial intelligence. So, what is Contact Center Software?
Contact center software is a collection of applications that automate core contact center operations. It enables businesses to handle a large volume of inbound and outbound customer communications across multiple channels.
Please note that a contact center application is not the same thing as a call center application. A contact center application can offer more services, such as chatbots, omnichannel customer engagement, social media monitoring, and speech analytics. In our next blog, we will discuss the differences between these two customer communication applications.
Contact Center software is ideal for small, midsize, and large contact centers. It is used in a wide variety of industries. It may be hosted on-site (“on-premise”) or hosted by a vendor in the cloud in a software as a service (SaaS) arrangement.
Six Features of a Reliable Contact Center Software.
- Reporting Features: Reporting features provide insight into real-time and historical data and metrics. They help organizations make decisions and resolve issues in the contact center quickly. Contact centers use these capabilities to track agent performance and ensure a high level of service.
- Call Recording: It records every call to monitor the communication and store them for training and quality assurance purposes.
- Automatic Call Distribution: This feature automatically routes calls and other contact methods to specific agents depending on a combination of contact type and agent skills. This feature allows businesses to solve specific problems on a first-call basis.
- Predictive Dialer: A predictive dialer uses algorithms to automatically dial calls to customers from a list of contact. Different types of predictive dialers can be used to achieve greater efficiency in outbound call campaigns.
- WebRTC technology: It enables web applications and websites to add and stream audio and/or media communications directly between browsers and devices. This reduces the need to invest in hardware phones.
- Multi-level IVR: The Interactive Voice Response (IVR) offers self-help features to customers and allows them to communicate with the right agents in the right department.
- Calling Techniques and Functionalities: A standard contact center should have the capability to transfer calls internally and externally, call barging, call coaching, and whispering. These are different techniques that are used to support frontline staff and coach them depending on the situation.
- Ticketing and Non-Voice Channels: A contact center that can also be referred to as Omnichannel can manage customer interactions using a ticketing system for customer complaints. It should also have the consolidated viewing capability to manage customers from different non-voice channels like social media and WhatsApp.
Why Businesses need a contact center software solution.
When it comes to the customer experience, the benefits of a contact center are obvious: better customer service, a streamlined experience, quicker resolution, and more. However, there are also key benefits of a contact center for your business:
- Boost customer service and edge out the competition.
- Improved brand consistency and standardized messaging across all channels of customer interaction.
- Visibility to customer intelligence through reporting and analytics
- Increased sales and growth.
- Improved customer retention, loyalty, and satisfaction.
- Ability to provide an omnichannel communication strategy.
At Avetium, our mission is to provide your company with the best deal without sacrificing the quality of the calls, generating significant value over the long term. We are a leading outbound telemarketing and incoming call center service provider situated in Lagos, Nigeria, and other African countries.
To learn more about the call center software, get in touch with our sales team at [email protected] or 08032003131