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One of the most striking technological enhancements to businesses over the last two decades or so has been the modernization of their customer or client interfaces. The most ubiquitous of these has been the call center, created to retain and grow customer bases. Contact center software like Contact Cloud is what automates the handling large volumes of both incoming and outgoing calling, faxing, form tracking, texting, live chat and other communications.
Contact center software empowers firms to manage customer interactions across platforms. Its primary purpose is to address new customer inquiries (new sales leads) and current customer queries. It also gives management actionable data on customer journeys and their pressure points so that strategies can be rolled out to enhance customer satisfaction. Everything from call tracking and lead tracking to customer sentiment becomes easy and measurable with contact center software.
Contact center software is a significant tool in the CRM or Customer Relationship Management protocol of a firm. In an era of smartphones, most customers interact with a company or brand primarily over their mobile or internet devices and therefore, companies need to invest in the right contact center software and make sure that it’s constantly upgraded to meet the rising challenges of greater digitization.
Customer engagement centers are divided into two primary categories, on-site and cloud-based. In an on-site customer contact center, the infrastructure is located in the client’s office as part of their existing operational systems. The customer service executives would be located on the company premises as they handle queries and complaints. Onsite Contact Centers require several expensive severs, security protocols and an IT manager to ensure that everything is working at all times. With these systems it’s much more difficult to set up remote teams or work from home employees in a secure scalable way.
In a cloud customer contact center, calling agents can be located in a single office location, or spread around the world. All customer communications are handled utilizing software like Contact Cloud that runs via the internet. With a cloud call center, there is no need for a company to physically host a computer server or handle additional security protocols, as this is all handled by the software provider while all data stored in the internet. This takes a significant time and financial load off of the company, freeing them to focus on their core competencies. Additionally, scaling to remote employees or work from home staff, is much simpler without the added hassle or expense.