Call Center Software – Complete Outbound & Inbound Solution

inbound contact center

Call Center Software – Complete Outbound & Inbound Solution

 

The pace at which cloud markets are growing globally, cloud based call center software are an ultimate tool for customer service.

To retain customers in today’s environment of cut throat competition; to give them reasons to stay with us, there are many factors we can’t afford to underestimate. First is the personnel managing interaction (help Desk/Reception) & second your Cloud Call Center Software. Both ought to be well oiled to drive home better CX, improve productivity, cut down on internal resources (expenses) among others.

Inbound & Outbound Cloud Call Center ;

Cloud call centers can be inbound or outbound. Inbound cloud call centers receive and answer calls. Handling customer complaint, scheduling doctor and other appointments are duties of an inbound cloud call center team. Outbound cloud call center agents make calls. Sales call, lead generation, market research, telemarketing are some of the duties and roles of an outbound call center representative. 

Cloud contact centers offer greater scalability, improved efficiency, and lower costs to companies. They are an ideal choice for businesses looking to optimize customer service practices with maximum efficiency. 

Easy to Install; Offer Greater Flexibility

Cloud call center software is a hosted & easy to install solution. It comes with processing facility which helps organizations to hire representatives, agents, or employees from different parts of the world. It then provides an interface where employees of one company hosted in different locations work as a team with optimum efficiency.

Easy to Install; Offer Greater Flexibility

People working on cloud call centers have reported improved efficiency. Cloud contact center is an intuitive interface, supported by AI. Cloud call centers are equipped to handle customer data across various channels and can resolve tickets on time.

Cloud call center has features like ACD, IVR, prioritized callbacks etc. It saves everyone’s time. Precise routing enables callers to get through to the most qualified agent to ensure the issue is resolved quickly.

IVR is a speech recognition technology integrated into cloud call center software which directs the caller to the relevant department. It is used in inbound as well as outbound cloud call centers. ACD is Automatic Call Distribution. It routes the caller to their desired destination. It ensures customer’s call reaches the help desk that can quickly and efficiently resolve the issue for them. 

Scalable Software – Can be expanded based on usage

Cloud call center software size can be stretched or reduced based on usage. Meaning, the software offers unrestricted scalability. A growing company that suddenly receives spike in calls or enquiries; or receives high traffic on particular days can employ additional staff and the same cloud call center software can be scaled to meet the increased usage.

High Speed Video Calls Create Better Connect

Unified Communication platforms facilitate high-speed video conferencing & chats which create an instant human connect and take the experience of doing business at a different level. It minimizes the need (and hence the cost) of business travel. Employee collaboration becomes far simpler and more effective.

Organizations can upscale or downscale usage with a click

Unified communication facilitates a growing business scope to upscale instantly with a click of a button. Likewise, if one of the branches of the office is shutting down, you can reduce usage instantly without having to unplug or dismantle infrastructure etc. Unified communication also enables you to carry office with you on your personal mobile wherever you go without having to carry office laptop. All you have to do is download the app on your mobile and you are sorted.

The evolving communication trends have changed the face of the business. As IT continues to evolve, it will come up with better ways of doing businesses. Unified Communications solutions will continue to reign supreme and drive digital transformation. Unified communication creates higher operational efficiency for businesses, improves user experience and businesses scale with ease in UC environment.

Cloud Call Centers better equipped to handle natural disasters

Cloud solutions offer stronger disaster recovery functions vis-à-vis standard equipment and standard office infrastructure. When natural calamities occur, business workflow is impacted. However, organizations using cloud call centers ensure there is no disruption in operations. Executives can remain in touch with customers through mobile devices when connectivity is disrupted.

Qualities to look for in an inbound or outbound cloud call center executives

These are generally and mostly entry level positions and call center executives can take up part time or full time remote jobs. You ought to be a quick thinker, patient, and someone who possesses natural flair for communication and can quickly put the person at the other end at ease. This is a demanding role and other qualities more to do with the profession may include knowledge and experience.

Efficient Executive + Superior Cloud Call Center Software = Top Class Outcome

When an efficient call center executive gets to work on a superior cloud base call center it empowers him/her to deliver an excellent job. The combination drives home better productivity and performance. A good routing system that is part of good loud call center software ensures the call reaches the desk of an agent who is a pro at solving such issues or addressing queries of similar nature.

A good cloud contact center keeps up schedules and reduces downtime. If offers a real-time insight and KPIs which helps to improve sales as well as service. The biggest advantage of it is that it allows employees to work from home. The tools available in cloud center software facilitate interoffice unified communication with ease. Plus, it can be integrated with several business tools.

Cloud contact center offers benefits to customers as well as businesses. Employing trained agents on cloud contact center leads to super customer experience. Issues handled efficiently by call center executives earn the organization appreciation and positive reviews from clients. Workers also feel empowered when they work in amicable environment and are able to resolve client issues. With features like efficiency, security, and scalability call centers are at the top of their game.

 

What are the Benefits of Unified Communications?

unified-communication

What are the Benefits of Unified Communications?

Unified Communication (UC) – A Future Perfect Communication Solution

 

Unified Communication is a solution for businesses and offices to overcome communication barriers caused by the distance. Installing this system saves companies from employing diverse communication channels.

Unified Communication is growing at a rapid speed. It syncs all the communication channels that a business uses for its day-to-day functioning. It creates a common interface for email, SMS, instant messaging, voice, video conferencing and audio to give business, a continuity.

Unified Communication is part of digital infrastructure that offers seamless inter-office & intra office communication. It keeps employees and clients connected and on the same page.

In different parts of the world, from Pennsylvania to Philippines, Unified communication is referred to by several other names like cloud phone, cloud communication, OmniChannel etc.

Who can benefit from Unified Communication ?

Omni Channel Communications strategy is proving to be beneficial for organizations that (i) employ global workforce, (ii) employ work from home staff (iii) need to stay in constant touch with employees working on the field, and/or (iv) employees who work in odd shifts and (v) growing businesses. Unified Communication is also vital for IT professionals responsible for streamlining communication within business operating from multiple locations.

Bringing all the communication channels on a common platform improves productivity of a business. It enables employees to collaborate from any device, anywhere via this platform.

The first and foremost advantage of Unified Communication is that it facilitates remote working.

It retains the employee efficiency by gauging their performance remotely.

People can work from home without having any technical knowledge or setting up infrastructure.

Employees can communicate via their laptops and mobile phones by logging in to their company’s UC platform. They can connect with fellow employees via videos, calls, text messages, etc.

Improves Efficiency

According to a report published by Forester, Unified Communication can help your teams to operate more efficiently.

  • It reduces weekly downtime by about one to eight man-hours.

  • As unified communication makes all the communication channels easily accessible and information is handy, the decision making is also quicker.

The above two benefits, i.e. saving time and improving productivity not only improves operational efficiency but also helps management to arrive at a consensus and make important business decisions faster.

UC Streamlines Business Communication

Unified Communication creates a single interface for your business. The entire communication trail is visible to user, no matter which interface has been used by client to communicate the message. When complete message appears in front of the user, it makes better sense. There are fewer possibilities of lapse in understanding.

Customers on the other hand are saved from the harrowing experience of repeating themselves each time. UC is a powerful tool for business with multiple features that streamlines communication.

Saves Cost – Local to Global Business Communication

At first, switching to UC may sound expensive. Synching all communication channels and brining it on one integrated platform may feel extravagant. However, the fact is that it reduces cost. As UC is cloud based, there is no need for the servers. UC makes it simpler to run a business with branches in different corners of the world. With cloud phones, you are not going to require that many services and equipment. All this brings down the costs significantly.

High Speed Video Calls Create Better Connect

Unified Communication platforms facilitate high-speed video conferencing & chats which create an instant human connect and take the experience of doing business at a different level. It minimizes the need (and hence the cost) of business travel. Employee collaboration becomes far simpler and more effective.

Organizations can upscale or downscale usage with a click

Unified communication facilitates a growing business scope to upscale instantly with a click of a button. Likewise, if one of the branches of the office is shutting down, you can reduce usage instantly without having to unplug or dismantle infrastructure etc. Unified communication also enables you to carry office with you on your personal mobile wherever you go without having to carry office laptop. All you have to do is download the app on your mobile and you are sorted.

The evolving communication trends have changed the face of the business. As IT continues to evolve, it will come up with better ways of doing businesses. Unified Communications solutions will continue to reign supreme and drive digital transformation. Unified communication creates higher operational efficiency for businesses, improves user experience and businesses scale with ease in UC environment.