As there are multiple call center solutions available in the market, there are different features available in each of these software. All of these solutions look somewhat similar so, it is possible that you may buy a contact center solution with some missing features. Therefore, to help you make the right choice, we have come up with a list of core features that you must have in your contact center software, whether it is a cloud call center solution or an on-premises contact center solution. (more…)
A call center solution offers an array of features to its users. This software is renowned for the call center automation features along with multiple other features it has to offer. An auto dialer is one of the fine examples of call center automation features.
What is an auto dialer?
A feature that dials numbers automatically to pass a connected call to the agent is called an auto dialer. This is one of the features available in a call center solution. (more…)
A call center solution offers an array of features. Advanced call distribution (ACD) is one of the most popular and useful features available in this software. In this article, we will share more details about ACD and its major advantages for the users of a call center solution.
What is ACD?
It is an automatic call routing rule available in the call center solution. This feature automatically routes incoming calls to the right agent. (more…)
Video contact centers are gaining a lot of popularity. In-person customer support and services are getting emphasized to build a better customer relationship.
What is a video contact center?
A call center that uses a call center solution that supports video chat is a video call center solution. This software will have all features you will find in a contact center solution. Moreover, it will have one-to-one video chat support.
The agents can use this feature to have a video call with the customers. The contact center that uses this type of call center solution and provides video support is often referred to as a video contact center.
What are the major advantages of a video contact center?
There are many advantages of using a video contact center. Some of the major benefits are briefly explained below:
1. Better customer engagement
The video chat option available in a call center solution can be used to fill the gap between a voice call and a physical meeting. It is almost like a physical meeting. The COVID 19 has made virtual calling a new normal. Video calls allow agents to engage customers in a better way with interactive and personalized conversations.
2. Better prospecting
Cold calling is outdated. Video calling is another trend in the sales and lead generation industry. The call center solutions have started offering a video chat option that can be used to divert more results towards sales and lead generation calls.
3. Take advantage of body language
The reason video chat gives better results is that both customers and agents can see each other. This form of calling lets agents see the body language of customers and based on that the call script can be personalized and updated in real-time. For example, if the customer seems uninterested from his body language, the agent can make a quick change in the sales pitch. If a customer looks irritated, the customer support agent can try to give another resolution. There are many advantages of looking at the body language of a customer in improving KPIs and goal conversion.
4. Quick resolution to the issues
The key to increasing customer satisfaction is resolving their concerns as fast as possible. The video contact center has this opportunity better than a contact center that uses a simple call center solution. The video contact center can provide a more interactive medium of communication. The agents can quickly resolve the issues with the demonstration. It is even better when technical support needs to be provided. It is also good in banking processes like KYC verification.
5. Save money and other resources
Many processes can speed up with a video contact center. It can avoid the need of visiting a business or an agent visiting a customer, i.e., for KYC verification. Product demo can be done using a call center solution; no other software would be needed. Likewise, there are many operations that can be done remotely without losing the personal touch to impress customers.
These are the major benefits of video contact centers. There are multiple other advantages one can leverage by adopting video contact centers.
We offer an omnichannel call center solution that supports unified communication channels, including video chat. Let our representatives give a complete demo of this feature-rich call center solution and explain how it can benefit your business. Contact us to book a free demo.
Call centers keep on focusing on different KPIs to improve performance. The main agenda usually is to deliver better customer services in an inbound call center and increase collection or leads in an outbound call center. Experienced and well-trained agents and the best call center solution often help call centers to improve major KPIs.
In this blog post, we will share more details about one of the important call center KPIs and how to improve its value. We will talk about the call wait time. (more…)
Similar to many other industry verticals, the banking industry faces multiple challenges. In this blog post, we will share major challenges faced by the banking industry in the absence of a reliable communication and collaboration system.
1. Providing remote services on a need basis
Traditionally, customers need to visit his/ her branch for any banking-related services. This is quite inconvenient for many.
Modern communication tools like an omnichannel contact center solution provide features that can be used to deliver remote services to customers. This is necessary to provide some need basic services such as emergency service to block a stolen or misplaced debit or credit card. The omnichannel call center solution can make this process automated with a hot marking feature and it can help customers to take immediate action remotely.
The communication tools such as a video conferencing solution can be used for processes like KYC processing or customer relationship management by banks.
Technical products like omnichannel contact center solutions, electronic appliances, hardware, etc. need to have a post-sales support process in place. In some companies, customer support is emphasized.
To deliver exceptional customer support, the support engineers need some tools and features. In this article, we will share the top and must-have tools and features for support agents.
1. Omnichannel contact center solution
This is a must-have tool in a support center, so support agents can work more productively and efficiently. A call center solution would support only voice calls, but an omnichannel contact center software solution will support all different communication channels. As nowadays, people use multiple communication channels, it is necessary for a support center to have an omnichannel contact center solution. Along with unified communication channel support, the omnichannel contact center solution must have the following features:
IVR (Interactive Voice Response)
Automatic Call Distribution (ACD) features like a sticky agent, skill-based call routing, etc.
Unlimited call queue
Survey
Dashboards
Live statistics
Call recording
Survey
Predictive dialer
Analytics and report
Customer profiling
Usually, an omnichannel contact center solution has an array of features to offer. However, the above-mentioned features are a must in this software to deliver better support.
2. Help desk ticketing solution
It is also known as a technical support system and IT help desk ticketing system (help desk ticketing solution). It is another important software solution in a support center. The technical support centers must have this software. For each support request, this software can create a ticket and it can be assigned to an agent. This tool helps in keeping track of the number of tickets that are resolved and handled, the productivity of support agents, and many more. There are some must-have features in this software such as:
Multichannel accessibility
Ticket status update to the client
Lock ticket
Workflow automation
Knowledgebase
Reports
3. CRM system
The third most important software for support agents is a CRM (Customer Relationship Management) system. It is important in the support centers to store all information and a complete record of the customer. Not only this, but it is also important to map the customer journey with the support center and the company. There are some important features that a CRM system must have such as:
Workflow automation
Customization
Social media integration
Opportunity
Contacts
Sales insight
Graphical reporting tool
And more
Conclusion
These are the must-have tools and features for support engineers to work productively and with the highest efficiency. To aid support agents, the support centers can also invest in integration. The help desk ticketing system and CRM solution can be integrated with an omnichannel contact center solution. All three systems will work in harmony after the integration and it can save the time of agents from shuffling multiple solutions and maintaining records.
We can help you choose the right support tools with the must-have features for your support center. We can also provide custom integration services. Contact us to initiate the discussion.
Omnichannel contact center solutions have an immense potential to benefit customers with their powerful features. To take complete advantage of this software, businesses need to follow some best practices.
In this blog post, we will talk about major best practices that you must follow to deliver a better customer experience (CX) using an omnichannel contact center solution.
1. Map the customer journey
The first rule to follow for the omnichannel call center is to map the customer journey. Usually, more than 70% of customers follow the same journey. They either call directly on support number or request a callback or use instant messaging. For follow-ups, they use SMS or web tracking information. It means by looking at the common customer behavior, the call centers can create a customer journey. This information can help in creating a better customer care plan.
The omnichannel call center solution offers an array of reports that can be used to identify common customer behavior, so customer journeys can be mapped.
2. Use omnichannel communication sparingly
One of the major advantages of using an omnichannel contact center solution is that it lets call centers reduce the volume on a single communication channel. It is necessary for call centers to take advantage of this fact. The best practice here is, guide and encourage customers to use the right communication channel depending on the nature of their issue. Do not force customers to use one or two communication channels. Take advantage of the full potential of an omnichannel contact center solution by distributing customer volume on different unified communication channels.
3. Use customer profiling feature
It is a unique feature available in advanced omnichannel contact center software like DialShree. This feature provides a complete mapping of all interactions of a customer with a call center. It shows a brief of all conversations, mode of communication, conclusion, time and date, and all other details. An agent can view these details during a live call or after that. This feature is very useful to deliver an exceptional customer experience (CX) in an omnichannel contact center.
4. Give extra attention to social media
People use social media platforms quite commonly to share their anger. This is the reason an omnichannel contact center solution supports Facebook and Twitter as one of the unified communication channels. The omnichannel contact center needs to pay extra attention to deliver a better customer experience (CX). Instead of putting any agent to handle social media DMs and comments, put someone experienced handling these platforms that can be professional and polite.
5. Be consistent across all communication channels
The omnichannel contact center needs to be consistent across all communication channels to deliver an excellent customer experience (CX). Give a uniform experience to customers across all channels to build a positive and strong business brand. Well defined training, usage of templates, etc. can help in achieving this.
These are the top 5 best practices to follow in any omnichannel contact center to deliver a better customer experience (CX).
If you are looking for an omnichannel contact center solution, contact us NOW!
A contact center solution offers an array of features to call centers that use this software. Each feature has some use cases and benefits. In this blog post, we will talk about one of the most important and useful features, called a sticky agent.
What is a sticky agent?
It is one of the call routing features available in the contact center software. This feature routes a call of a customer to the same agent every time, the customer calls. It means the customer gets connected to the same agent every time he seeks support. (more…)
We are happy to announce the launch of multiple communication tools for the banking industry. These unified communication tools are available for the FINTech industry. It means any financial or banking service provider companies or organizations can use these tools.
Some of the major FINtech organizations are listed below:
