Customer satisfaction is of paramount importance in the current competitive digital transformation scenario. In this perspective the call center and its software play a crucial role in customer experience. It is no wonder that the software contact centers use is more likely to be called customer experience solution. Today’s customer experience solutions or contact center software is a far cry from the ones in existence a couple of years ago.
Blending
Video and audio
Video chats are nothing new and contact center software that includes WebRTC for video chats and conference raises customer experience to greater heights. Whether it is a cold call for pushing a product or calling an existing customer, there is no denying the fact that video delivers a face-to-face interaction. People just love it and respond much better, making it another must have feature in today’s contact center software. Couple this with AI and you have a more efficient workhorse.
Artificial intelligence
Outbound dialing is routine in contact center operations. With AI integration into predictive dialers and skill-based mapping, the outbound calling routine can achieve more measurable positive outcomes. The system can make intelligent decisions on which person to call and at which time, resulting in higher conversion rates. Skill mapping means the right agent talks to a target and gets result. There are numerous other ways AI works to improve efficiency and make life easier for agents, such as connecting only when a human picks up the phone.
On the fly monitoring and reports
Outbound call center software that does not have a centralized control monitoring unit is simply not worth it. Supervisors may have the power to barge in but a unified control point from where they can track all events is a much better, more desirable feature. Coupled with analytics and reports, it helps ease pain points and improve agent performance.
Hosted
Hosted contact center software is the way the customer experience platform is headed. Today’s contact center does not need a solid IT platform with IP phones, satellite link and a maintenance team. WebRTC with hosted solutions means you can get going with a desktop with video camera, microphone and headset or just a mobile phone and 4g high speed internet VoIP technologies in place. Get an expert to offer hosted, scalable solutions backed by upgrades and maintenance and you already are one step ahead in the game in terms of costs and features.