Call center is a place, where calls from customers are handled by a company. It is used to provide customer support, telemarketing or to sell products or services. Call center software is a set of applications and tools. There are two categories of this type of software: Customer Relationship Management software and Computer Telephony Integration software.
There are also many types of call center software, for example – browser-based, cloud-based call center, or hosted call center software. With cloud-based software is all information and data stored in the cloud. With browser-based software are all features and functions in the user’s browser.
Call center software is a system thanks to which companies can manage multiple communication channels – it can be e-mail, telephone, live chat, messaging and social media. It can be used as part of customer support software.
Call center tools should be functional, full of features to expand your current processes and user-friendly since your team is going to use it on a daily basis. What you should definitely require from a call center solution is being versatile. Make sure that it offers features such as call recording, call tracking and call analysis, so you can make the most of customers’ data and use it not only for sales or feedback, but also for improving your call center management and performance. You should also take a look at the list of integrations, so you can connect call center software to the tools you’ve already been using: CRMs or email marketing tools, just to list a few.
Thanks to the call center software, customer service is automated and also more effective. Customer satisfaction increases, and this can realistically translate into profit for your company. It also makes it easier for your customer support team.
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