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Aditya Cakrawidya
Assistant Vice President IT
Yudha Satya Perdana
Service Quality & Development Head
Chai Domingo
Director, Contact Center
Rory Aditya
Manager Digital Service of Retail Customer Care

Emerging Features of Contact Center Solution - Cheena Shekhawat - Blog

Emerging Features of Contact Center Solution

It is necessary for all businesses to have seamless call center operations. Through a call center, you are able to easily monitor, track, manage and route phone calls to your client to engage them. 

However,  if you are suffering from loads of calls, the features of a ‘Call Center Software’ come into play. This particular tool is designed to assist a call center team in multiple ways. Call Center software offers great solutions that will cater to your call center business needs. These software functions include programs like outbound call center software and inbound call center software that can manage tons of procedures such sales, handling of transactions, the various customer complaints, information related FAQs, everything that involves support calls and so on.  Apart from that they also have variety of other benefits for your business as well as employee performance.
Today’s Call centers take care of inbound and outbound calls, e-mail, web inquiries and chat globally and across multiple business dimensions. But this is an industry that is constantly changing, and we’re constantly blown away by new innovations coming out of the tech space. With the advancement in technologies day by day, there are some features to be developed in the current Call Center Solution. Accordingly, future call center solution must provide:
>> Advanced analytics: Tools that analyze volumes of unstructured data and deliver crucial insights into customer behavior.
>> Cloud hosting: The ability to deliver communications as a service.
>> Social media capabilities: The access and capabilities needed to resolve queries originating from social media.
>> Ubiquitous smartphone access: The tools needed to equip contact center agents with real-time contextual information.
>> Video enablement: The capability to engage in face-to-face video-linked calls.
>> Virtual contact centers: SIP-enabled contact centers to help reduce cost and complexity.
Interactive Voice Response (IVR) can be a part of it. This automated telephony system can interact with customers to avoid a long waiting time. They reroute calls to the best agent available for a faster problem-solving that would lead to better customer satisfaction. Human replacement with Robots, Development of call recognition software and Improvement in best customer service can take the existence of Call Center Solution to the next level of success.
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Publish Date: November 18, 2019 4:51 AM



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