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Essential Features for Your Call Center Software Solution - Electronic Voice Services, Inc. - ContactCenterWorld.com Blog

Essential Features for Your Call Center Software Solution

Unified Interface

Customer service representatives need quick access to all the important data and records of the customer. The team should not waste a lot of time toggling between multiple applications to fetch customer information, payment history, purchase records and other important data. The call center software needs to have a single interface to provide quick access to the representative, as this increases accuracy and responsiveness.

Cloud Connectivity

Call centers have presence over multiple locations, which makes it essential to have a secure and stable hosting infrastructure for optimal performance. A customer will not be happy to hear that the representative is unable to retrieve account information because of a crashed system. The call center software needs to support cloud connectivity feature so that the representatives can fetch every bit of important data.

Mobile Accessibility

Customer service representatives, in maximum cases, are bound to call center, but should not overlook the importance of providing mobile access to the representatives for core business applications. Businesses are increasingly adopting mobile applications, and there’s a growth in bring-your-own-device trend (which is here to stay). If supervisors and managers have access to customer records, open tasks and other information on their mobile devices, it gets easier to manage the team and improve the quality of customer service remotely. The team is efficient to handle any emergency at any time of the day.

Other Features to Seek

Call Queue Management

If the call center software has features such as custom music, queue callback or queue to voicemail, it improves the call queue waiting experience of callers.

Disposition Codes and Notes

Software needs to provide representatives the flexibility to add call summary notes and disposition codes in the call log and CRM. This helps in retaining important customer information.

Internal Call Routing

Agent-to-agent calling feature improves internal team collaboration and promotes positive interactions between team members. It also expedites the problem-solving process, as the representative can call the technical support staff or another team member to get answers for a query while the customer is on line.

Last Few Words

A business needs to identify the areas where it lacks in providing a flawless customer service experience before investing in the call center software. If you have any questions regarding integration of outbound or inbound call center software, their features, or how they address the pain points of customer service representatives, feel free to get in touch with one of our product experts for a no-obligation consultation. You can reach us at 1.800.713.8353 and 1.972.713.6622. Alternatively, fill out our contact form and we will take it from there.

Source: https://www.evs7.com/blog/essential-features-call-center-software-solution

Publish Date: April 19, 2016 5:00 AM


2021 Buyers Guide Computer Telephony Integration

 
1.) 
AMC Technology

DaVinci
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.
PH: 18003904866

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

3.) 
ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.
PH: +302109241486

4.) 
Consilium Software

Consilium UniAgent™
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
(read more)
PH: (+61) 406 501 368

5.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.
PH: 888.638.6398

6.) 
Megacall

CRM integration
CRM
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.
PH: +34 952 667 511

7.) 
NovelVox

NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.
PH: (+1) 301 202 3672

8.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)
 



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Recent Blog Posts:
3 Reasons to deploy Dialer Software for Inside SalesApril 26, 2016 5:00 AM
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Call Center Gamification: Motivating Agents to ExcelApril 13, 2016 5:00 AM
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Call Center Tracking: Why Tracking Results is ImportantMarch 28, 2016 5:00 AM
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