Call Center Software

A call center software is a dedicated application that primarily handles inbound and outbound voice communications with customers. Its focus falls on mainly managing phone calls for purposes such as customer service, technical support, sales, and telemarketing. A cloud call center software often utilizes features like Interactive Voice Response (IVR), Automatic Call Distribution (ACD), and call routing to efficiently manage high volumes of calls.

Whereas a cloud contact center is a multifaceted platform where you can manage customer interactions across multiple communication channels, including phone calls, email, instant messaging, social media, SMS, and video. It provides a seamless omnichannel experience, allowing customers to switch between channels without losing context. It further offers several automations and can be empowered by AI to reduce time and other resources spent on repetitive and low ROI activities.

Here are some common types of contact center services:

• In-House Contact Centers

  An on-premises contact center owned and operated directly by a company, using its own resources and staff.

• Outsourced Contact Centers

  An outsourced contact center aka. CCaaS is offered by a third-party service provider, often using cloud-based technology.

• Hybrid Contact Centers

  Hybrid contact centers combine the benefits of in-house and outsourced operations. They provide a balance of control and cost-efficiency, allowing organizations to manage critical functions internally while outsourcing less strategic tasks.

• Cloud-Based Contact Centers

  A cloud-based contact center is a virtual contact center hosted on a cloud platform. It uses the internet to manage inbound and outbound communication, enabling businesses to handle their operations from anywhere with an internet connection.

• Omni-Channel Contact Centers

  An omni-channel contact center seamlessly integrates multiple communication channels like phone, email, chat, and social media, providing a consistent and unified customer experience across all touchpoints.

A contact center agent is a customer service representative who handles inbound and outbound calls for a company. They are responsible for providing assistance, resolving customer inquiries, and addressing complaints. Contact center agents may also be involved in sales, marketing, or technical support activities.

• Customer Support

  Agents assist customers via multiple channels like phone, email, live chat, and social media to resolve queries, troubleshoot issues, and provide technical support.

• Sales and Lead Generation

  Contact centers can help you manage outbound campaigns across channels, reaching potential customers through phone calls, emails, or SMS to generate leads or close sales.

• Helpdesk Services

  You can also use contact centers to provide IT or technical support to your customers, managing both inbound calls and digital requests (e.g., via live chat or email) to solve technical issues.

• Order Processing and Management

  Contact centers can also help you handle order placement, tracking, and inquiries through various channels, often for e-commerce businesses or retail companies.

• Multichannel Customer Feedback

  You can collect customer feedback through surveys conducted over phone, email, or web chat to improve your products or services.

Picking from the best contact center solutions requires evaluating your business needs, customer expectations, and software capabilities. Here are some key factors you must consider before selecting a cloud call center software providers:

• Features and Functionality

  Check whether the contact center software offers features to help you manage inbound and outbound communication seamlessly. A few features you must look for are call queuing, routing, multi-level IVR, auto dialing, multiple ringing strategies, and CRM integration.

• Scalability

  Consider your company's growth plan and ensure the software can handle increasing call volumes without any significant infrastructural changes.

• Ease of Use

  The software should be intuitive and easy for both agents and supervisors to use.

• Pricing

  Compare pricing models, such as subscription-based or usage-based. Shortlist cloud contact center providers offering the most flexible models.

• Security

  Ensure the software has robust security measures to protect customer data and complies with relevant industry regulations.

Here are the four pillars of a call center software:

• People

  The agents who interact with customers are the most critical component of a cloud contact center. Their skills, knowledge, and personality directly impact customer experience.

• Operation SOPs

  The structure and workflow of a cloud contact center service define how interactions are handled. Detailed and clear SOPs ensure smooth operations and minimal customer complaints.

• Technology

  The tools and systems used by agents, such as phone systems, CRM software, and knowledge bases, support their work and improve efficiency.

• Cloud call center analytics

  Key performance indicators (KPIs) are used to measure the success of a cloud contact center service. These metrics help identify areas for improvement and ensure that the contact center is meeting customer expectations.

Contact center software optimization refers to the process of enhancing efficiency, effectiveness, and overall performance with automated updates and assessments across regular intervals.

An omnichannel cloud call center solution is a cloud-based service that uses multiple communication channels, such as calls, emails, chats, and SMS, over a unified platform.

Our cloud call center software can handle unlimited calls with the help of automation features and call management strategies available on the platform.

Acefone’s contact center services require zero set up fees, while providing expert assisted onboarding.