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Some technology solutions are meant to disrupt specific processes across industries. Contact center software is one of the few exceptions. While it opens the doors for various improvements, it doesn’t come with a long list of requirements and a long implementation period.
As the contact center software industry is booming, the market is flooded with all kinds of solutions from different brands.
So how do you choose the right one?
Contact center software can improve and streamline inbound and outbound communication. To make such an important business decision, you need access to as much information as possible.
Here's everything you need to know about contact center software, the best solutions on the market, and what makes each solution unique in terms of what it has to offer your business.
What is a contact center?
Most companies deal with a large volume of telephone inquiries on a daily basis. To gain complete control over telephone inquiries and streamline these processes, companies often implement a centralized office. This brings us to the definition of a contact center:
“A contact center is a commercial office specialized in receiving and transmitting telephone inquiries.”
A contact center often includes multiple call centers. While they are responsible for receiving and transmitting telephone inquiries from customers, they may also manage and process other types of contact made by customers. These include social media interactions, live chat, forums, video calls, and email.
When it comes to call centers, there are two options to choose from: inbound call center and outbound call center.
The purpose of an inbound call center is to receive incoming calls from customers. Customer service teams typically use this type of call center. Their job is to monitor the situation and take over calls from customers who experience problems with the product or service or have any questions.
An outbound call center is dedicated to handling outbound calls to consumers. Unlike inbound call centers that are of interest to support teams, outbound call centers assist sales teams. Sales managers use outbound call centers to inform potential and existing customers about new offers and other important information. These centers are also used to streamline market research and survey consumers.
Due to the high volume of phone inquiries, many businesses decide to implement contact center software . It is a contact center solution built to enable businesses to keep up with a high volume of both inbound and outbound customer communications . They often feature support for multiple communication channels to help businesses centralize inbound and outbound communication. Additionally, contact center software often includes the best helpdesk ticketing system to further streamline customer support processes.
Lastly, contact center software can be either an on-premise or cloud contact center solution. On-premise contact center software is installed on the company’s servers. Cloud contact center software is located on a cluster of remote servers, popularly called a “cloud.” LiveAgent is among the top 5 cloud contact center providers capable of streamlining all customer communication channels into a single, unified inbox.
Cloud contact center solutions have gained popularity because they offer better scalability and greater flexibility compared to on-premise solutions. Also worth mentioning are automatic updates that are immediately available to end users and software maintenance handled by the software company.
Why use a contact center in your business?
Since implementing a contact center requires planning, time, effort, and additional resources and assets, businesses need to plan ahead before implementing one. If you are wondering why it is essential for a business to have a contact center, the following benefits can help you understand its importance.
A properly managed contact center leads to better customer satisfaction . No matter how good your product and service descriptions, instructions, and FAQs are, customers will always have questions. For some of them, your products or services may not work as intended. Others may misinterpret instructions. A customer service center plays a vital role in efficiently resolving these issues.
Provides businesses with all the tools they need to optimize customer communication. With france whatsapp number data flawless customer interactions, you can improve customer satisfaction, retention, and get to the heart of your customers’ needs. Businesses that utilize the analytics features within contact center software have customer retention rates of 89% on average.
Customer support teams can also benefit from having access to a robust call center. Whether they need to make inbound or outbound calls, they can do so with the click of a button.
Optimized customer relationship management
In the customer-centric era, customer experience plays a vital role in ensuring that customers return and generate a steady revenue stream for your business. Call centers with customer relationship functionalities can help businesses ensure customer return by storing critical information related to them. Businesses can have instant insights into the entire interaction history between the brand and the customer, providing informed and personalized service.
In fact, due to their ability to store the entire customer history, contact center CRM features play the role of a case management tool. This is a huge advantage to look for in contact center software.
