Call Center/Contact Center is the most popular hub of Out Sourcing services differentiated into Inbound, Outbound and Blended Call Centers. Inbound Call Center serves the needs of the customers and is called as customer support or customer service oriented centers. Outbound Call Centers, calls customers with varied promotional motives improving the business sales. Blended Call Center, a manifesto of both Inbound and Outbound Solutions rendering customer service and sales pursuits.
Concluding… a Call Center is a place which has to handle a considerable call flow at the same point of time, use customizable automation features to screen caller information and to forward calls to favorable end-points.So, for this, contact centers do require a software solution to improve overall customer experience and to streamline communication process.
Nowadays, contact centers are inhibited towards cloud solutions because of its affordability, flexibility, and convenience. However collaborating with a Cloud Service Provider may not be tough in this digital world but accessing the varied features of the call/contact center software in the very first place is truly the toughest. There are hundreds of service providers with pros and cons, but the pain is, Contact Centers have to choose different vendors for specific features.
Office24by7 provides all the features on a compatible platform in On-Premises and Cloud that are required for smooth running of a Contact Center efficiently. It is easy to configure and gets functional in few minutes.
Here are some of the innovative features of Office24by7 to enhance your Contact center functionality.
Intelligent Call Routing system – Follows a set if protocol to assign, manage, and attend and to respond each call on a priority basis.
Automatic Call Distributor – follows a set of predetermined instructions routing incoming calls to specific agents.
Interactive Voice Response–self-service module from the customer standpoint allowing to route themselves to their favorable end-points.
Dialers – Automatic dialers that dials calls from the predetermined database, connecting agents instantly to the numbers.
Virtual Number– A regular telephone number either in the format of Landline, Mobile, and toll-free numbers. It is a customizable Call Forwarding feature routing callers to definite destinations and that can be a Pilot number, a remote agent or to a Voice-mail. A single virtual number allows configuration of various integral aspects like IVR, Call recording, and Call tracking, Voice-mail integrations, Call transferring, Conference Call, Audio Store, and Programmable extensions directing calls to land on desired end-points.
Computer Telephony Integrations – Displays Caller information instantly in the form of screen pop-ups for the agents with relevant information to gain knowledge about the caller’s history.
Click-to-Call – Call gets initiated from a dashboard just simply with a click.
Reports and Analytics–Keeps a track of operations, call status and helps to gauge agent performance in real time.
With the advent of new technological innovations the Contact Center Software has become efficient and cost effective. Office24by7 provides a single integrated platform where the furnished API suites allow integration of third-party tools. In order to simplify with the transparency of features, we offer a trial period with an instantly activated demo account showcasing all of the Call/Contact Center Software features in the first place. Also, activation, deactivation, and purchasing can be done online.The services are framed based on Cloud and hence scalable to any extent at any point in time.