Advanced Call Center Software: Why It’s Time to Invest

Customer care is an integral part of the success of any business or enterprise. The phrase “customer is king” is true in every sense because they are the reason for a company’s success or demise. This is why we see companies spending massive amounts of capital into customer care services alone. However, maintaining an in-house customer care service is not a viable option as it requires additional managerial effort and office space.

Now businesses have an even better solution called an 'advanced call center,' and it takes the hard work of maintaining robust customer support from the company and transfers it to a service provider. Hence, advanced call center technologies offer customer care services to companies with a customer care wing with trained professionals; customers will have access to 24/7 customer care service.

The major goal here is to provide customer satisfaction and increase engagement rates. By integrating a customer care solution to your business, you can have the advantages to customer satisfaction without the need to spend capital on infrastructure, maintenance, and management.

Types of Advanced Customer Care Options

IVR: IVR or Interactive Voice Response is the method of utilizing computers to solve the inquiries made by the customers.

Agent Correspondence: Agents are trained to provide industry-specific customer care solutions to callers.

Multichannel support: A customer care management tool that integrates phone, email, web chat and social media channels.

CRM Integration: One of the vital features of an advanced call center software which integrates CRM data with telephone systems to allow agents to quickly extract customer data during inbound or outbound calls and offer a more personalized service to each customer.

Advanced Call Center software can be incorporated as an on-premises system that requires setting up an expensive in-house IT infrastructure or through a cloud-based system that can be quickly deployed with minimal investment.

Being cost-effective and more efficient than on-premises systems, cloud-based systems are usually the most popular ones that businesses prefer today. It not only brings down the overall IT infrastructure and maintenance costs but also provides businesses access to the latest technology and security without needing to worry about replacing the aging infrastructure every time.

Cloud-Based Advanced Call Center Software Options

UCaaS: UCaaS or Unified Communications as a Service is a version of UC integrated with the cloud. It essentially unifies different types of communication mediums such as telephone service (VoIP), chat, video, conferencing, fax, email and messaging into one single system. With cloud technology, agents can easily connect with customers on any device or system from any location.

CCaaS: CCaaS or Contact Center as a Service is an ideal solution for call center models, which allows companies to utilize the advanced call center software without paying for the hardware setup. Businesses can have access to features like omnichannel communication, analytics and reporting, CRM integration and a host of other facilities that enable productivity and efficient call center operations.

CPaaS: CPaaS stands for Communications Platform as a Service that allow businesses to integrate communication features such as voice, video and messaging within their own applications using APIs without the need to develop backend infrastructure and interfaces. CPaaS is suitable for businesses that need only specific services for customer communications. The affordable pricing models also make CPaaS a lucrative model for small and medium scale businesses.

It's clear why new businesses are integrating CCaaS to their working structure. It is critical that customers receive prompt service and if they don’t, then the chances of them working with other companies are high.

With advanced customer care options, companies can employ automated responses for simple queries while employing the human touch for more complex customer issues. The benefit of such a system is multifold as it leads to less downtime and more customer satisfaction. The ability to route the incoming calls to multiple channels ensures that customers are not put at the waiting end.

In addition to telephony, there is another area where customers present their queries, the internet. For a company which has a strong online presence, it must be able to provide a simple system where the customer can interact through the website itself. This is where the importance of online chat and chatbots come in. Again, both humans and automated systems can be employed to tend to the customer’s questions.

Advanced Customer Care Technology Brings in Customer Satisfaction Minus the Hard Work

For a company, the infrastructure and capital investment to set up an in-house customer care team is huge. And there is the time investment that is needed for training and managing the employees. However, with advanced call center technologies, there is no need for infrastructure investment and you can set up customer care within far less downtime. The subscription-based billing also get small to medium enterprises to have their own customer care portals without breaking the bank.

Since the cloud technology is used to facilitate the communication process, companies can use customer care service the uses multimedia channels in addition to voice-based correspondence.

Call centers rely on their technology to empower them to be as productive as possible. With 8x8's Virtual Contact Center you get world-class technology and everything your call center needs in one place. Call 1-866-879-8647 or fill out an online form to request a no-obligation quote from an 8x8 product specialist.

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