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Call center software allows your business’s call center to perform a variety of duties at once, and includes features such as call recording, real-time reporting, interactive voice response, and much more. Shop around with our vendors for the best call center software solution for your business.
10 Considerations in Moving to the Cloud

Download Genesys' latest eBook to learn more about 10 important considerations for moving your call center to the cloud.

www.Genesys.com

10 Considerations in Moving to the CloudVisit www.Genesys.com
Cloud, On Premises or Hybrid?

Download Genesys' latest white paper to learn more about the top 5 considerations when choosing your contact center solution.

www.Genesys.com

Cloud, On Premises or Hybrid?Visit www.Genesys.com

Search Results

Five9: Call Center Software | Cloud Contact Center

Call center software from Five9 is the leading cloud contact center software solution, bringing the power of the cloud to thousands of customers worldwide.

Call Center Software - Reviews of 2015's Best Systems

Call Center Software: Compare leading call center programs to find the best solution for your business. Reviews, free demos, and price quotes.

Best Call Center Software | 2014 Reviews of the Best Systems

Find and compare Call Center software. Free, interactive tool to quickly narrow your choices and contact multiple vendors.

Interactive Intelligence: Call Center Software, Solutions and ...

Founded in 1994, Interactive Intelligence is a global provider of call center technologies and software solutions for mid-size to large organizations.

Call Center Software Solutions | Talkdesk

Talkdesk Call Center software solutions that deliver all the benefits of expensive software systems without their hidden costs and long term contracts.

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Talkdesk: Call Center Software for SMBs

Browser based call center software for sales, support and marketing. No contracts or infrastructure costs. Pay as you go and scale easily.

Call Center Software - voip-info.org

Oct 26, 2014 ... Call center software is the software system that allows a company or organization to run a call center. This page lets you compare call center ...

Call Center Software & Call Center Management Cloud - Salesforce ...

Here's everything you need for a productive contact center and happy service agents. Create and track incoming cases from both traditional and social channels.

Call Center Software Solutions | inContact

inContact provides cloud call center software for the world's largest contact centers. Learn more about our solutions today!

The Top 10 Call Centre Software - Call Centre Helper

Sep 20, 2011 ... There is a lot of good call centre software out in the market. We are invited .... Hi, anyone heard about InConcert call center solutions? It's based ...

Contact Center Software: Oracle | Aspect | Interactive Intel

Promero, Call Center Software Expert offers free consult, budgetary pricing, hosting, services for Oracle, Aspect, Interactive Intelligence & Five9

www.promero.com
Monet Software, Inc.

Affordable, easy to use cloud-based call center workforce optimization software unifying WF management, call recording, QA, performance management.

www.monetsoftware.com

Call Center Software: Your Business Guide


Call center software can increase the productivity of your company's customer service operations. It enables you to automate your workflow, track call analytics, and ultimately decrease the number of employees that you have to dedicate to the customer service process – minimizing costs and improving efficiency.

Although call center software has many benefits, the use of this type of system must be maintained with enough employee interaction to ensure that your customers don't become frustrated with the technology.

Benefits of Call Center Software

Call center software can help you increase the efficiency of your call center, better manage call data, and give your customers a better customer service experience. A study conducted by Loudhouse Research found that 69 percent of large businesses that directly serve customers thinkcall centers are critical for generating revenue.

  • Increased Efficiency: Call center software can offer an automated menu to direct customers to the appropriate department. Your customer service representatives then spend less time directing calls and more time solving customer complaints. This can decrease labor costs by reducing the number of employees you will need to answer phones.
  • Call Metrics: Call center software can record calls, track metrics and forecast call volume, helping you to better schedule your employees to meet periods of high and low demand.
  • Improved Employee Training: The data collected by your call center software helps managers improve employee training and identify the best and worst employees.
  • Combine Call Data With Customer Service: Integrating customer information with call data allows your business to direct customers to specific representatives who are experts at solving the customer's problem.

Be sure to purchase reliable CRM software installed to get more from your reporting.

Potential Pitfalls

Installing new software is not a magical fix for your call center. There can be a number of compatibility and technical issues. The need to train your employees can cause your implementation costs to spike, and in the end, your customers may react badly to an automated system. You can mitigate these pitfalls in a number of ways:

  • Compatibility Issues: Whenever you purchase new software, make sure it is compatible with your call center’s computers, operating systems, and other software currently in use. Incompatibility issues can cause your systems to work inefficiently – if they work at all.
  • Technical Support Costs: If you have issues with the software, you will need to contact someone who can help you solve the problem. Software technical support may come free with the purchase; other companies may charge a fee for this service or refer you to a third party for assistance.
  • Training and Implementation Costs: When you introduce new call center software into the workplace, you will need to arrange for your employees to be trained in its use; during the startup phase of implementation you may see productivity drop as you employees get used to the program.
  • Customer Response: If any aspect of your call center is automated, you risk alienating your customers. Customers might feel like your service is becoming impersonal, or may become frustrated trying to navigate your automated menu. You may see a rise in call abandonment rates when you make the switch.
Call center software helps businesses control the customer service process. It enables you to monitor the interaction between customers and employees and improve the process in functional increments. Its metrics and call forecasts help with employee training and streamline scheduling.

However, any new software platform comes with costs that go beyond acquisition and installation. If you account for those added costs in advance, and prepare your employees and customers for the changes ahead, call center software can greatly improve your company’s customer service.

If you're interested in call center software, be sure to consider CRM and Sales Software as well.

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