
Zendesk
VoiceAnalytics builds upon a powerful language engine, leveraging deep neural networks (DNN) and machine learning algorithms to process highly accurate speech-to-text and keyword recognition that helps operators optimize performan...Read more
contactSPACE is a cloud-based callcenter solution which helps small to large-sized organizations manage contacts and track agent performance. Its key features include dynamic call adaption, voice recording, call prioritization, ro...Read more
Genesys Cloud CX creates fluid conversations across digital and voice channels in an easy, all-in-one interface. Designed to provide exceptional experiences for your customers and employees, it deploys quickly, is intuitive to use...Read more
Click2Coach Cloud is a full-featured Business VoIP platform offering tailored evaluations for each employee, comprehensive analytics tracking, and many other features. It boasts a quick implementation. ...Read more
ChaseData CCaaS offers cloud-based, standalone call center functionality with customer service and support built into the solution. It’s designed for outbound, inbound and blended call center teams. Dialing capabilities inclu...Read more
Clarabridge CX Analytics is a cloud-based business intelligence platform that allows users to analyze and pull insights from various sources including social media channels, review sites, surveys and more. Clarabridge CX Anal...Read more
Cisco Unified Intelligent Contact Management Enterprise (Cisco Unified ICM) is a cloud-based contact management solution designed for midsize and large companies. It assists users in contact routing, network-to-desktop telephony i...Read more
Clarity Connect is a call center management solution suitable for concurrent users and for organizations across a variety of industries. Clarity Connect is a contact center solution that runs on the Skype for business It help...Read more
CloudAgent is a cloud-based call center solution that enables businesses to engage and interact with customers via multiple channels including voice, chat, email, SMS messages and social media platforms. Professionals can utilize ...Read more
Contivio Contact Center is a cloud-based contact center management (CRM) solution for small and large businesses. The solution helps sales teams, marketing groups and service operations to manage customer service and sales. Key fe...Read more
At last, a CRM solution that truly adapts to your needs! Our mission is to help each company or organisation succeed by helping it to transform its customer data into customer knowledge while simplifying the work of its employees...Read more
As a business, you continually evolve your product or service offerings, which raises the need to constantly support your customers in solving their issues or answering their questions. But doing that solely over phones is severely outdated and thus, tremendously inefficient. That’s so because the popularity of phones as the preferred means of accessing help is rapidly declining among customers and channels such as texts, emails, social media, live chat, and community forums are gaining mass popularity.
Now, the challenge is not the number of channels—that’s actually good since more channels give you more coverage—, it is how to consolidate those channels so your team gets a single source of truth. The solution is contact center software.
While this software allows your customers to reach you on the channel they like (as long as you support that channel), your team doesn’t have to scramble to keep tabs on hundreds of queries or complaints on a multitude of channels. The results are better customer as well as employee experiences.
This buyers guide will take you deeper into the contact center software domain and inform you about some basic things to know when researching the market.
Here’s what we'll cover:
Contact center software is a technology tool that allows companies to manage high volumes of customer communications across multiple channels such as email, SMS, telephone, chat, social media, and other digital platforms. This opening up of several channels vastly reduces wait times, which, in turn, improves customer satisfaction. The software also makes customer servicing smoother for agents with the multitude of features it offers.
Contact center software can be integrated with other business applications such as customer relationship management software and help desk software, which by consolidating data makes customer relationship handling highly effective.
Reporting and analytics in Genesys Cloud CX Software (Source)
The exact features vary depending on the product but most contact center software generally have the following overlapping features.
Automated routing | Divert incoming calls automatically to the right departments or agents based on preset rules. |
Multi-channel communication | Give customers the option to communicate via multiple channels such as emails, live chat, text, voice, online forms, and social media. This reduces the wait time for customers, which, in turn, helps enhance customer experience. |
Agent interface | Allow service agents to view and manage all customer requests, edit customer information, add notes, create reports, transfer tickets, etc. from the software. |
Auto dialer | Dial phone numbers automatically from a list of contacts to initiate outbound communications. Once the call is answered, auto dialers can play recorded messages or transfer the line to a live agent. |
Call recording | Record conversations between customers and support agents and save those for compliance, training, analytics, etc. |
Computer telephony Integration | Allow interactions on a telephone and a computer to be coordinated. It can be in the form of a pop-up screen that opens up a dashboard for an agent while interacting with a customer on the phone. The dashboard can show information such as caller issues and purchase history. This lets the agent make more personalized conversations. |
Queue management | Manage and optimize customer wait times for service. The software informs agents in real time about the number of customers being served, the number of customers waiting to be served and how long they have been waiting for. |
Reporting/analytics | Generate reports on performance metrics such as abandonment rate and average wait time, which show what is happening in the contact center or customer support department. |
Workforce management | Manage staff scheduling to maximize performance and service quality. Also, forecast staffing requirements based on historical data. |
IVR | Let callers help themselves through “self-service” using preset, automated menus. |
Before purchasing a contact center software solution, you should assess what kind of a buyer you are. The majority of buyers fall into these categories:
Below is a comprehensive list of benefits you can expect from buying a contact center solution:
Note: The applications selected in this article are examples to show a feature in context and are not intended as endorsements or recommendations. They have been obtained from sources believed to be reliable at the time of publication.