What Makes Contact Center Solutions So Commanding?

Omnichannel call center solution elisiontecadmin December 14, 2020

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A call center solution has been in use for many decades. According to the records, the first call center software was introduced in the 1960s with a simple feature of call routing. The technology companies invented various innovative features, which transformed the solution completely and made it more commanding and beneficial.

Let’s discuss the major features and characteristics of this solution, which make this software, one of the most commanding technology solutions.

Unified communication

When call center solutions were invented, they had limited features. With time, the features have increased and advanced add-ons have been added. This is not it. The call center software supports all communication channels available in the market unlike earlier software, which only supported phone calls. The contact center software, also known as an omnichannel call center solution, which supports all communication channels, has empowered many call centers. Now, the call centers can offer omnichannel customer support and sales services to the customers.

Blended calls and campaigns

For many decades, call center solutions have been benefiting call centers to run inbound or outbound calling campaigns. With that arrangement, agents either attend inbound calls or respond to the outbound calls. But, the technology has moved so fast that now, it offers blended calling campaigns. Now, agents can attend blended calls, which means inbound and outbound both types of calls. The agents do not even learn the difference and flawlessly blended calls get carried out by the modern call center software.

Cloud technology

An additional advancement in contact center technology is the cloud call center solution, which has made this software a commanding solution. Earlier, call centers used to install and set up the contact center solution on the servers set up on their physical offices, called on-premises servers. This setup has been working fine, but the issue was it takes a lot of time to set up the software. To scale up the call center solution, the process would take a week more for a complete arrangement.

The cloud call center solution removed all hardware and related complexities. The software can be set up within a few hours and scaling up would take a similar time. This contributes to making a call center software a more commanding solution in the call center.

Custom integrations

An additional advantage of a modern call center solution is the ability to integrate any third-party API or software, which makes this solution even more commanding. For example, API integration made call center WhatsApp integration possible. This further helped in using a unified communication channel. The call center CRM integration enabled agents to offer more personalized responses to customers. There are many similar solutions, which can be integrated into this software.

This solution is able to handle any type of conversation and contribute to the growth and success of the company using it. Of course, using an expert service from a reliable provider becomes necessary to enjoy great results by using a commanding solution.

We are renowned as one of those companies, which have the most advanced call center software. Contact us to know more.