Top 5 Cloud Call Centre Software Features for 2021

Author: yong

Oct. 21, 2024

Top 5 Cloud Call Centre Software Features for

The evolution of call centre software has been a steady one. While it still serves the same purpose as that of simple contact management systems, it has become more integrated and efficient with time. Taking into account the latest technologies, call centre software provides robust solutions that are scalable and make use of big data analytics for better decision making.

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Call centre software comes in many varieties. It can automate your business processes or provide information when you need it the most. It ranges from simple contact management systems to full-fledged customer relationship management systems and advanced customer engagement.

 

 

The term &#;call centre software&#; encompasses a range of applications and tools that help customers and businesses get in touch with each other. Call centre technology often implies or voice-based contacts. Contact Centre Software is typically used in cases where several communication channels are utilised. Most call centres need a range of tools to manage customer contacts. Inbound contact centres handle incoming communications (e.g., calls) and provide services to consumers; they may include live agents who answer questions or requests for assistance. Outbound call centres place outgoing calls to prospective clients or customers. In any case - whether you&#;re a team of 10 or hundreds - choosing the right tools for building your call centre is crucial to improving customer satisfaction.

When determining which technologies are best for your company, consider the following:

  • What is your budget?
  • How deeply ingrained into day-to-day operations will the technology be?
  • Will the technology require additional infrastructure or software?
  • What type of integrations does the technology offer with other programs you use?

Here we will go over 5 essential key features every call management software should have.

 

1. Interactive Voice Response (IVR)

The IVR is usually the first encounter your consumers and prospects have with your contact centre when they call, so making a good connection with customers is critical. Consumers are more used to dealing with IVRs than ever before, and they frequently want to handle things like giving meter readings rather than waiting in line to speak with an agent. Allowing your centre agents to schedule self-service functions 24 hours a day, seven days a week may save time and money while allowing you to operate without additional expense or personnel. Allowing competent staff to manage more complicated inquiries and escalations reduces time spent on these activities.

 

2. Call Recording Software

A key point of consideration when deciding on your contact centre software is how it will manage call recording. When you have a lot of calls going through your contact centre, you need to ensure that all the information from each recorded call is made available when needed. It should be easy for agents and supervisors to access recordings at any time so they can get adequate support in resolving customer issues and queries.

Call recording software captures all calls, including transfers to other users and third-party off-site transfers. However, with so many recordings, traditional call recording systems are often found to be difficult to navigate and use in terms of efficiency. 

This is where an advanced call recording system comes in. Such a tool allows you to spot transferred calls and a lot more, saving time and effort for your staff so they can focus on feedback, not searching for or managing files.

 

3. Data Management Tools

A call centre is only as successful as its data analysis, so having access to all of the statistics you need without excess hassle is critical. Data management tools make it easy for your team to get the full picture of how your contact centre works, what areas are most efficient and where changes need to be made.

A report suite should be available to call centre professionals who need to be able to closely monitor their operations. With an adequate reporting tool, users won't get lost in the data because they'll have access to all of the relevant facts and statistics that they need. The reporting suite should include call monitoring capabilities that allow employees to identify issues with quality assurance.

 

4. Skills-Based Routing

Ensures that customers are connected to the proper queue and the most competent agents for their call, while also allowing for the best overflow solutions during high-volume periods, increasing customer trust satisfaction. An advanced skills-based routing tool can help you make the most of your workforce, ensuring that customers are always served by the right agent at any given time. This tool allows you to automate aspects of routing, so your agents are always connected with the most relevant leads or contact areas. This technology enables you to ensure that certain types of calls are routed to the right people, even in cases where call volumes are extremely high or low. 

 

5. Workforce Engagement Management

In a company, scheduling staff shifts and patterns of work is one of the most difficult tasks, with holidays, rotas, workloads, skill sets, contracted hours, SLA's , and KPIs being only some of the many variables. The ideal Workforce Engagement Management looks at all of your contact centre's and company's interactions, and using statistical analysis ensures that you have the appropriate personnel with the required skills in place to reach your objectives. 

Such is often best done by automation rather than manually, which is one of the key reasons why WFM can be so beneficial for your business - freeing up time for your employees and managers to focus on more important matters that greatly impact your organisation. This is achieved while also maintaining low employee counts and therefore expenses.

 

Determining Your Requirements

You may have the best agent-to-customer ratio possible, but without the right technologies to back you up, you'll still fall short. This is because contact centres are often so complex that they require a number of different tools and advanced features in order to function at their effective best. Call centre software can help you manage your staff better, develop an effective workforce and ensure that they're properly trained.

While some tools are standard across all platforms, there are others that can vary greatly.  Making the appropriate decision for your organisation really comes down to thoroughly considering its needs, objectives and circumstances. By keeping these factors in mind, organisations can pick the right platform for their company that will allow them to be as equipped as possible in their ongoing operations. Why not chat with us today to find out how we can help you transform your business with our solutions.

 

 

 

Is Your Cloud Call Center Solution Missing These 7 Must ...

A robust and adaptable cloud call center solution is an essential tool for any customer service operation. But &#; not all solutions are built equally! 

If you choose the wrong one, you&#;ll miss out on a whole range of features that could benefit your agents and customers, now and into the future. 

In this article we&#;ll take a look at seven features that your cloud call center software really must have. (As well as how they help your business!) 

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In this post:

7 essential features of cloud call center solutions

#1 Configurable routing 

The vast majority of call center platforms offer some form of call routing

But how often do they offer routing that is genuinely configurable to your exact needs? The answer is &#;rarely&#; &#; and without this functionality, you&#;ll never be as effective as you could be. 

We believe that it&#;s essential for cloud call center software to offer both:

  1. VIP routing for high-value customers
  2. Skills-based routing

VIP routing works by matching the caller&#;s number to a number in your CRM profile. When it establishes that a customer is a VIP, it can follow a bespoke journey, defined by you. 

For example, they might jump the queue and get routed straight to a specialist team. Or, it could be as simple as informing the receiving agent that this is a VIP.

What is a VIP customer?

Here&#;s an important question &#; whole decides what a &#;VIP customer&#; actually is? 

This is the kind of detail that you need to be able to configure for yourself, quickly and easily, but also flexibility i.e. not limited by a group of options that the solutions provider chose!

You might opt for customers with a high account value. Or it could be accounts with an upcoming contract renewal date, or prospects that recently had a sales meeting.

What matters is that you get to make that call. 

Skills based routing is a different approach. This is all about routing customers to the agent best placed to help them. 

You must be able to decide on the skills based on your needs.

Businesses with global customers can route customers to an agent that speaks their language. 

Or you can route calls based on their position in your sales funnel.

For example:

  • Leads go to your sales team
  • New customers go to customer success
  • Those with an upcoming renewal date go to agents that specialize in retention

Being able to choose means you route calls using the signals that best suit your needs, not those predefined by your software provider.

Tools are more effective when they integrate with the other software your business uses. 

The company is the world’s best API Providers supplier. We are your one-stop shop for all needs. Our staff are highly-specialized and will help you find the product you need.

Two important integrations for call center solutions are those that connect to your Helpdesk and CRM.

Helpdesk integration is essential for offering omnichannel support.

It brings telephony and digital channels into a single platform. Agents can provide quality support on any channel from one piece of software. 

CRM integration ensures agents have access to a customer&#;s profile. 

Seeing purchases and historical data helps them provide better, more informed support. 

Once your platforms are connected, you can share data between each one. Information from your CRM can show up in your helpdesk and vice versa.

You can also enable all kinds of workflow automation between each one and other connected tools. 

#3 Workflow automation 

Want to make life easier for yourself? Automate more. It&#;s as simple as that.

The right automation will both:

  1. Reduce the manual work agents have to do, and
  2. Ensure you always take the most relevant actions 

You&#;ll get more work done without hiring more agents, and you&#;ll optimize your processes.

What automations do the best cloud call center solution offer? 

Adding customer data to tickets is a typical example of call center automation. 

Agents save time because they don&#;t have to search through your CRM to find customer data. They&#;re also better equipped to offer targeted service as they have instant knowledge of a customer&#;s needs.

Call list compilation is helpful too. Automating calls list creation saves time operational leaders who would otherwise do a lot of this by hand. 

Scheduling outbound calls is just call routing in reverse, so that&#;s another feature you&#;ll want to configure based on your own criteria &#; not somebody else&#;s criteria! 

There are many different types of automation you can implement. Read our article on contact center automation for an in-depth look at some of the most important.

#4 Real-time data for agents

70% of customers say service agents who are aware of past interactions are important to keeping their business. 

You almost certainly store this information already. You just need to make sure agents can access it when they speak to customers. 

Setting up your system to recognize the caller and automatically bring up relevant information is an effective way to do this. 

Here&#;s how it works:

  • When the agent answers the , they have instant access to the caller&#;s account, including their previous support history and purchases. 
  • With this information, customers can provide more informed service that better meets the customer&#;s needs.

Another way to get data to agents is to use conversational AI to track the calls and make real-time suggestions. 

Imagine an agent talking to a caller who wants to cancel their contract. 

A modern conversational system could recognise this and recommend the optimal steps for the agent to take to keep them on board. 

#5 Multichannel self service 

Customers are increasingly happy to find help independently via self-service. 74% of people report using these channels. 

There are two major benefits to offering (good) self-service:

  1. You improve the customer experience by meeting their expectations
  2. You massively reduce call volume as customers don&#;t need help from an agent 

Looking online, customer will find self-service tools like knowledge bases or chatbots. 

But your call center solutions should also provide self-service help options over the . 

Conversational AI-based IVR systems are a great example. When someone calls, the caller simply states their problem, and the system finds the answer. 

It works in fundamentally the same way as a chatbot &#; the only difference is that the input it&#;s processing is sound rather than text.

These tools won&#;t solve all customer issues. But they do an excellent job of handling common customer questions like reservation confirmations, delivery updates, or balance inquiries.

Integrated SMS and messaging can also provide help to customers automatically.

For example, you can send order updates so customers don&#;t have to call your contact center. 

Or you can automate messages to go out based on specific triggers, such as service issues. This keeps customers informed about potential problems.

#6 Automated outbound calling

Automating outbound calling can improve the customer experience and make your contact center more effective. 

Automated lead outreach is an excellent example of how you can use the technology to drive efficiencies that can lead to sales. 

It&#;s well established that responding to leads quickly results in more sales. Automating this process ensures you always respond in time. 

Here&#;s how it could work:

  1. Someone fills out a form on your website. 
  2. This triggers a call to be added to your call list.
  3. You can set rules so it gets prioritized ahead of other call types.
  4. It goes to an agent who specializes in sales. 

But that&#;s not the only use case

Virtual queuing is another example of automated outbound. 

Instead of waiting on hold, customers facing a long wait time are entered into a virtual queue. They can hang up and go about their day, and you call them back at a time when you&#;re less busy. 

This can have a huge impact on the customer experience, as customers consistently rank waiting on hold as one of the activities they hate the most. 

#7 Cloud call center solutions can route to *anywhere*

Almost 75% of contact centers allowed agents to work from home during the pandemic. 

Of course, this was only possible because of call center solutions that allowed businesses to route calls anywhere.

There are plenty of reasons to route calls to remote agents beyond navigating the pandemic.  

A big one is that it allows you to hire remote agents anywhere in the world.

Why is this useful? Well, it allows you to hire based on skills and experience rather than location. 

You can find people with the specific knowledge needed to help your customers. Remote agents are also typically happier, meaning that retention rates are much higher in virtual contact centers than in standard, brick and mortar locations. 

Remote hiring can also help you bring in agents during busy times of the year without the expense of hiring temporary office space. 

Imagine an eCommerce store that has a much higher call volume around Black Friday. 

They could hire temporary agents to work in the months around this period to help with the extra call load. 

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