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How to Increase Capacity of Your Contact Center Solution?

Author: David Johnson
by David Johnson
Posted: Oct 10, 2018

Whether you use a contact center solution that supports all different modes of communication or you use a call center software that supports only voice calls, in any case, this solution is the best for two main operations any business need:

  1. Lead generation
  2. Lead nurturing / customer care

Whether you are a BPO, KPO or a company using a full fledge contact center solution to perform outbound and inbound calling actions, you always have a predefined set of features. Thus, the call center software can give certain capacity to a company for the productivity and ROI. However, you can increase the capacity of your call center solution. Wondering how? Let’s unveil.

There are many companies that let you increase the functionality and capacity of your call center software by providing integration and performance enhancement services.

Integration Service

A business is not limited to a single solution, i.e., contact center software. It must be using other tools as well, such as a CRM system. You can combine the features of two or more tools within a single system so you can double the features as well as save time and efforts of your agents. For example, CRM Call Center Integration is a process of integrating these two powerful solutions together in a way that the key features of CRM system are available in the call center software and vice verse. Another example is the integration of the call center software and a web phone. Some VoIP companies have developed a WebRTC solution to provide features of the web phone. It eliminates the need of any additional hardware such as an IP Phone, etc. and software such as softphone. The calling process can be done without any interruption. This will save cost on maintenance of infrastructure and increase the ROI of the organization.

The Call center experts can integrate any third party or open source solution / API within your call center software to double its capacity.

Performance Enhancement

Another option to increase the capacity of the call center solution is the performance enhancement. The VoIP expert can enhance the performance of PRI and SIP based contact center solution. They perform certain optimization, customization and Upgradation actions increase performance of your contact center software.


The call center software by default offers a lot of features to empower overall sales and customer care model. However, with the growing business model, customer demand, competition and advancement in technologies create a need for a better and more advanced contact center solution. One option is to buy another call center solution that meets your increased needs, but this can be very expensive. The best alternative is to either integrate additional functions in the existing solution or enhance the performance with help from the experts. This is more cost effective as well as quick options for the business. There are many experts that offer the best integration and performance optimization service for the contact center solution to choose from.

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: 41

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