How to choose the best Contact Center Software

1. What’s a Contact Center Software?

The primary goal of any contact center software solution is to route customer contacts to the best agents available and keep a record of those interactions. The simplest – and original – function of this type of software tool is to route inbound phone contacts, allowing call center agents to answer incoming calls. The outbound functionality is the opposite: it is designed to reach customers (or sales prospects) and might feature a set of optimization technologies, such as auto dialers and predictive dialing, to improve efficiency. A blended solution is, as the name suggests, one that features both inbound and outbound calls at the same time.

A good, modern contact center software solution such as Collab’s offering will also comprise web IVRs (Interactive Voice Response), a platform that directs inbound contacts to a personalized support experience, and quality monitoring processes to continuously improve customer service and agent performance. The option to develop and integrate conversational bots, along with other artificial intelligence technologies, is a key differentiator for high-end contact center software. So is the ability to introduce gamification, a tried-and-true technique that engages agents and substantially improves the contact center’s daily operations.

2. Omnichannel Customer Experience

A solution that allows a blended customer experience among channels, where the user can be assisted seamlessly and the agent can easily check past interactions across different channels (email, social, instant message, voice, video, whatsapp, skype)
Be on the lookout for contact center suites that are easy to deploy and provide user-friendly interfaces, which in turn make them less dependent on the IT department.

3. Reporting & Insights capability

When choosing your contact center software, make sure it includes advanced reporting capabilities. These tools may be customized to better suit the agents and their supervisors, providing real-time insights that help them both make better decisions every time. It can be browser based or mobile app

4. Integration capabilities (modules & CRM)

It’s wise to invest in software that allows the company to buy and integrate additional modules as it expands its contact center. It should also be compatible with the most popular Customer Relationship Management (CRM) systems, as well as legacy tools.

5. Scalability and Price

Best in class software suites are scalable and able to grow with the business. This means a lower entry price, as costs will be adjusted to the increasing needs over time, whether it means more human agents, more capabilities, or both.

6. Security & Data Protection

Is the software GDPR compliant? Companies operating within the European Union are now obligated to fulfill a hefty set of data protection, privacy, and security requirements imposed by the new General Data Protection Regulation. The new legislation is particularly burdensome for businesses that deal with customer data on a daily basis. Collab’s contact center software is GDPR-compliant from the get-go, providing peace of mind for businesses of any size.

 

If you want to know how Collab help your Contact Center, feel free to schedule a free demo!

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