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Latha Thamma reddi
SR Product and Portfolio Manager
Sam Fernandez
Managing Partner
Melati Adiningsih Royat
Communication Officer
Beril Gürkan
Deputy Director of Contact Center

Article : Some of the features that you must seek in Your Call Centre Software Solution

The developing countries are slowly and steadily becoming the hub for call centers and if you talk particularly about India, in that case, the competition is at its highest culmination. In this country, the competition has just got stiff on account of the emergence of players from Philippines and China. So, if you are planning to open a new call center, in that case, you must tune up your spirits for a bold show. And if you ask how to achieve this pursuit, call center software solutions can be the answer that you seek. Through their exceptional features that these software solution provides, you can improvise call handling and your call management system will always let customers have the best experience of being served every single time with the same spirit and the same positive result.

So, if you have to do away with these Chinese and Philippines players then you have to have the best call center software solutions. However, since you might be new in this business, you might not have the right information that is needed to streamline everything. So, just take a quick look at some of the traits that you must seek in your software solutions that you have planned to avail for your call center business.

Some of the Features of a Good Call Center Software Solution:

Technically, call center deals in both inbound and outbound solutions; however, if your solution is inbound based, in that case, you must avail the software solutions that have these features intact in them.

Automatic Call Distribution

If your call center software solution has an ACD support, in that case, half the battle has already been won. When you have ACD, you dramatically reduce holding time, waiting time and improve the first call resolution. So, customers are always having a positive image about the company since they are always getting optimum call resolution every single time. This would lead to faster expansion of the business and better list of satisfied customers to always act as a brand ambassador for the company.

Skill Based Routing

When you have a call distribution system in your call center that routes the call directly to the most eligible agent to provide the resolve, in that case, one thing is evident that you have definitely built a castle of satisfied customers. When customers call they never want to repeat the same old story over and over again. With the help of call center software solutions, the call gets routed to the right person who has the answer for their queries and accordingly the customer’s problem is resolved. So, you multiply your chances of satiating the customer and provide them the resolve that they need every time in the simplest way possible - bottom-line, brand building happens with every call and the business grows.

Business Tool Integration

Now-a-days you can also integrate the CRM with your call center solution, so if your call center software allows that then your agents can improve their productivity and improve the sales prospect with the help of OneCRM, SugarCRM so on and so forth. When a 360 degree approach gets functional in your organization, you tend to garner more benefits then it is technically possible.

Simplified IVR

If you want the best call center solution, you must in all probabilities look forward to optimizing your IVR. If the IVR is optimized, customers will not get infuriated and frustrated while availing the service that you provide.

Today's Tip of the Day - Touch Tone IVR

Read today's tip or listen to it on podcast.

Published: Wednesday, June 3, 2015

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Optymyse is a completely new way to empower, engage, motivate and retain your contact centre, call center and helpdesk agents. Optymyse is a unique neuroscience-based approach which takes care of your most valuable asset - your people and is focussed on improving mental health, wellness, wellbeing, motivation, happiness and reducing stress in the workplace.


Co-Browsing Integration
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.

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