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Top 3 Must Have Omnichannel Solutions for a Call Center

Author: David Johnson
by David Johnson
Posted: Mar 30, 2018

The call center industry is at its peak. There are many companies that outsource its customer care, client support and lead generation tasks to call centers. To make more business by capturing these leads and to increase ROI, each call center must have skilled agents and the best tools in its arsenal. This article shares the top 3 omnichannel solutions you must have in your call center to improve productivity of agents and the ROI of the business.

1. Contact Center Solution

Yes, the first and foremost solution each call center must have is a Contact Center Solution. Unlike call center software, a contact center solution will support more than one communication modes including, but not limited to,

  • Audio call
  • SMS
  • Email
  • Fax

The contact center solution will have all features of advanced call center software as well as it will have other features to empower a call center to provide the best support and services. Also, it will have features like voice logger to assure the quality of service. The features like barge-in, whisper, conference, etc. will help in improving performance and morale of agents.

2. CRM System

A call center deals with many leads and a lot of customer information on a daily basis. Thus, it has to be accurate in keeping the records accurate and well organized. A CRM Solution is the tool to manage voluminous customer information. Based on your budget, you can either buy a custom CRM system or open source CRM system such as vTiger CRM system. You can add all required features for better lead management in the CRM with Custom development or customization services. You can also integrate CRM and Contact Center solution to use the features of both systems within a single solution. This will save a lot of time and resources.

3. Live Chat Solution

There are some contact center solutions that provide chat feature, but majority of contact center solutions still don’t have a full fledged live chat solution. It is a must have tool for a call center, especially, those call centers that provide customer care and support services. There are a significant number of audiences that prefer chat over the call. Thus, it has to be one of the tools in your arsenal to provide an effective support.

These are the top 3 omnichannel solution that must be there in your call center to provide the best services. There are other tools and platforms that you may add based on your requirement and budget to increase the performance of your call center.

If you have a budget issue, you may get an open source solution to start with and customize it according to your business needs. If you believe in white label solution or a fully functional solution, you may buy a product or custom service.

Conclusion

Having all advanced tools and solutions in a call center is important to assure quality of service and better returns. To provide omnichannel support you must have a contact center solution, live chat software and CRM system.

About the Author

Mehul is working on a promotional campaign of Crm Call Center integration service offered by a leading software company.

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Author: David Johnson

David Johnson

United States

Member since: Jan 23, 2018
Published articles: 42

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