Telerain Offers Customized Features in Your Call Center Software

Call center software is a programme that assists businesses in handling high volumes of inbound and/or outbound calls. Call center software, in general, performs tasks like routing calls, collecting caller information, triggering pre-recorded answers to FAQs, and transferring callers to other channels.

Who makes use of call center software?

Call center software does not have to be industry-specific. Call center phone systems are used by companies in healthcare, financial services, e-commerce, retail, technology, business process outsourcing, consulting, business services, and other industries. At the same time, many businesses in those sectors do not use call center software. It all depends on whether or not your company handles high call volumes.

Call center solutions can be differentiated based on how the software is delivered and what it is designed for. Some solutions are designed for outbound calling, while others are designed for inbound calling, and still others combine the two.

Hosted, cloud-based, and on-premise call center solutions
How software is delivered is referred to as hosted, cloud-based, or on-premise.

When software is hosted, the software vendor stores the system as well as your data on their servers. Cloud-based software means that the software vendor stores the system and your data on the servers of a third-party vendor, such as Google or Amazon. On-premise software is software that is installed on your own servers.

The truth is that there is no such difference between a call center solution and a contact center solution. Previously, it was said that call center solutions helped provide service in one channel (the phone), while contact center solutions helped provide service in multiple channels such as e-mail, social media, the phone, etc.

Call center efficiency has increased.

Consider how much time and money you would save if you could do the following three things automatically:

• Calls (and caller information) are routed to the best available agent.

• When agents are unavailable, direct callers to less-busy service channels.

• Pre-recorded responses to frequently asked questions

All of the above, and much more, is provided by the best call center software. As a result, you can handle higher call volumes while incurring lower operating expenses. This can mean the difference between profit and loss for some businesses.

Enables 24/7 self-service support

You can’t answer all customers’ questions across a 24/7 routine, but because of the call center phone system, you can replace a live agent! You can offer customers with voice prompted self menus.  You won’t be able to answer all of your customers’ questions with pre-recorded messages, but you will be able to answer some of them.

Intelligent call routing

After all, one of the key features that distinguishes contact center software is its ability to route incoming calls to the appropriate person as quickly as possible.

That isn’t possible without call routing that is tailored to your company’s needs, which is why intelligent, automated call routing is a must-have contact center feature.

Call monitoring and whispering

Call monitoring and call whispering are two critical features to look for in call center software because they assist managers in training and coaching new and existing employees more quickly. Call monitoring does exactly what it says; it allows managers to listen in on agent-customer interactions. This is critical because it provides managers with a better understanding of what is and is not working so that they can tailor their feedback to each agent accordingly. Managers can “whisper” advice or coaching to agents while the agent is interacting with a customer without the customer hearing the manager. Managers can then assist new agents in developing confidence as they learn the ropes.

• Telerain

• Webex

• Zoho Desk

• LiveAgent

• TalkDesk

Telerain provides top-rated service for call center software solutions. It is headquartered in Manila, Philippines. It has the highest-rated customer service experience all across the world. It provides cloud-based call center software and other services that fit best with the customer experience. It has an AI-based system that boosts your business’s productivity. It has a faster, easier, and smarter customised solution for your business that makes your productivity strong. 2000+ companies are using Telerain cloud call center software for their businesses.

The following two questions will help you choose the best contact centre software for your team:

 How will the software fit with my teams?

You wouldn’t prefer to order a large shift because a medium size fits better for you—not because of its greater length, but because a medium size is best for you! The same case is applicable here for contact center software. In contact centre software, look for the features that are most relevant to you; don’t look for more features.

What are the anticipated cost savings and improvements in service quality?

The cost of your software is an important consideration, but don’t think only in terms of money. Contact center software, when properly implemented, can save you money and improve service far beyond its cost.

The best way to estimate the return on investment from a particular contact center solution is to try it. If your vendor does not provide a sufficiently long free trial, you can choose a monthly plan to avoid committing to a full year. This way, you can get a complete picture of the financial impact of contact center software on your company.