If you’re a call center company, customer service is the heart of your business. Good customer service makes way to customer satisfaction. If customers experience long wait times or ineffective agents, they may get frustrated and unhappy with your service and may start looking for other solutions; that’s why it’s always important to focus on improving your call center operations.
This is where call center software products come in. Software products can make complicated processes in your everyday customer interactions way easier. Today, most of call center solutions provide a decent set of functionalities like ACD, IVR, quality monitoring, reports, predictive dialer, CRM and many more. But advanced call centers require a number of sophisticated and powerful software products in order to cope with emerging trends in various industries.
Below is a list of the top 5 must-have software for your co-sourced call center workforce. These selected software meet the needs of today’s dynamic environments.
A performance software for customer service operations that combines voice of customer, productivity monitoring and employee engagement. It has an instant customer feedback feature where customers are surveyed 10 seconds after they are called or emailed. The results of the interaction will be fed to the advisors and other departments, decreasing complaints calls into the contact center. It has the ability to convert customer verbatim into text and data mine them, showing what the real drivers of customer satisfaction are.
2. Customer Interaction Center (CIC)
The Customer Interaction Center (CIC) is a multi-channel software platform that integrates with existing business systems to ensure the availability of real-time and historical information to agents to ensure seamless customer interactions. The platform is available in the cloud or on-premise and features powerful IP communication capabilities, unified communications, and automated multimedia queuing and routing. The platform is extremely versatile in terms of what functionality can be added to it – including predictive dialing, speech recognition, voice analytics and multi-site call routing.
IntelligentContact combines all the ingredients of traditional contact center solutions (ACD, IVR, call recording, skills based routing, reporting and workforce optimization) along with customer service CRM modules and Unified Agent desktop to create a unique Customer Engagement solution. Available both on premise and as a cloud solution, IntelligentContact provides a Multi-Channel Contact Centre solution for voice, email, text, chat, mobile apps and social and is designed to integrate existing telephony system and technology.
Aspect Unified IP is a complete, software-based, unified platform for customer contact that delivers reliable performance in a highly available and scalable architecture. The solution simplifies and flexibly manages interactions, producing operational efficiencies and cost savings. At the same time, it minimizes customer effort, providing a differentiated multichannel, multichoice customer experience across voice, email, web chat, IM and SMS. This software enables organizations to do business at the speed of the consumer, minimizing customer effort.
5. CallScripter
CallScripter’s agent scripting software is helping contact centers to achieve operational excellence by increasing customer satisfaction metrics, ensuring regulatory compliance and maximizing agent productivity. The software solution, which consist of core modules such as Agent Desktop, Script Editor, Campaign Management and Reporting, allow contact centers to rapidly develop, deploy and analyze complex campaigns whilst supporting open standards for ease of integration to third party applications and telephony platforms. The software is designed for a non-technical user in order to set up scripts, business processes and campaigns quickly and easily.
