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25. June 2024

How companies can benefit from contact center software

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Portrait Daniela Köhler

by Daniela Köhler

Publications officer

Call center software is a thing of the past: now companies are turning to contact center software. Smart contact center solutions make it possible to process customer inquiries seamlessly via telephone, email, chat, social media and other channels.

What is contact center software?

Contact center software (also known as a contact center suite) is an integrated solution that enables companies to organise customer communications across multiple channels. These omnichannel contact center systems include such features as automatic call distribution (ACD), interactive ​​voice response (IVR) systems, chatbots and real-time analysis of customer interactions. By centralising communications, companies can optimise their customer service. As a result, they can deliver a consistent customer experience across all touchpoints of the customer journey.

Why an omnichannel contact center system is essential

For businesses, the main advantage of an omnichannel contact center tool is that communication can start on one channel and continue on another channel without interruption. In today’s multi-layered communications landscape, having this capacity to manage customer inquiries effectively across a wide range of channels is essential. Examples include:

  • Face-to-face contact
  • Phone calls
  • Text messages
  • Messenger services such as WhatsApp
  • Emails
  • Social media channels
  • Online forms
  • Live chats / chatbots

Whether traditional or digital, effective contact center software allows service staff to pool customer communications so that seamless and coherent customer support is guaranteed. This entails additional benefits for e-commerce businesses, insurers, energy providers and many more.

5 benefits of effective contact center software

  1. Optimisation of customer interactions:
    A smart omnichannel contact center solution allows service staff to switch seamlessly between communication channels. Since there is no need to start over from the beginning every time, this adds up to an improved customer experience.

  2. Greater efficiency:
    Features such as automatic call distribution and CRM integration enable service staff to respond faster and be more informed regarding customer inquiries – and this increases productivity.

  1. Scalable communication solutions:
    Effective contact center software scales with the growth of a business. It is also expandable, which makes it easier to manage increased communication volumes across markets and customer segments.

  1. Customer interactions as a sales opportunity:
    Analysing customer interactions in detail provides valuable insights into customer behaviour and preferences, which in turn enables companies to customise services better and identify specific up-selling and cross-selling opportunities.

  1. Personalised recommendations:
    Efficient and reactive customer service can help reduce churn rates and increase customer satisfaction. Exceptionally positive experiences are often readily shared by customers, which in turn can improve the likelihood of recommendation.

Some simple tips for a successful contact center

  • Implement knowledge management and CRM systems
    Systems such as these ensure service staff have quick and easy access to comprehensive and detailed information about company products, services and customer interactions – crucial information when it comes to ensuring consistently high service quality.
  • Manage transfer processes
    Establish clear procedures and technical solutions for the transfer of tasks. This is particularly important in terms of ensuring continuity and the flow of information between service employees, even when they are absent or unavailable.
  • Encourage personalised customer interactions
    While operational metrics such as waiting times and completion rates are important, personal contact with customers is priceless. The customer experience is paramount.
  • Use reporting tools
    Weak points in processes and services can be identified through regular reporting. The information thereby obtained is essential for continuously improving customer service.

Conclusion

Irrespective of how the customer interaction comes about, the customer expects their experience to be as positive as possible. Smart contact center software is a helpful tool in meeting complex customer expectations efficiently. Scalable contact center technology promotes customer loyalty, positive reviews and recommendations on a personal basis. Contact center software also increases efficiency and opens up new sales opportunities for companies by analysing customer data.

Our contact center software: novomind iAGENT

Discover how our contact center software can support your business by providing effective, scalable and customer-oriented communication solutions. Thanks to open APIs, novomind iAGENT’s omnichannel customer service can be adapted to each individual customer. Give it a try!

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