Contact centers must be capable of adapting to market trends and technological advances.
Choosing a contact center software platform is no easy task. It requires to analyze multiple factors, in addition to features.
Contact centers’ workflow has evolved over the years.
This is evidenced by the integration of technology into contact centers’ tasks.
Software Aspects to Consider
Type of License
When looking for contact center software, it’s advisable to understand the different sale or lease options available in the market.
There are two types of software:
- Licensed or proprietary
They can be installed locally (on-premises) or hosted (in the cloud).
Deciding on one or the other depends on the infrastructure of your business.
That’s why it’s important to consider the resources required in each case.
Usability and Ease of Implementation
One of the main aspects to take into account is the ease with which software is used.
Intuitive platforms help to save time and streamline operations.
What makes software user-friendly?
- Development and programming language
- Interface (look and feel)
- System logic
- User experience
Working with software that is simple to install and navigate allows to accomplish objectives with excellence and efficiency.
Depending on your line of business, you may need a particular set of software tools.
Some of the most common are:
- Reports and analytics
- Automated dialing (predictive dialer)
- Call monitoring and recording
Communication models have changed along with customer interaction tools.
To keep pace with them, call and contact centers must transition to multichannel communications.
Today’s customers prefer to be assisted via chat, email, and social networks.
To know the scope of software and its built-in features, it’s necessary to focus on more than just technical specifications.
You must be able to try the platform and understand who it works.
This way, you’ll assess its value appropriately and determine whether it is suitable for your targets.
It’s crucial to have a clear idea of why and how software is to be used.
Make sure that the new software can interoperate seamlessly with your existing applications or resources.
Flexibility can be a decisive factor when choosing a new platform.
Training and Support
Look for providers that can train your talent network, agents, and supervisors, in the use of the software.
It’s essential that representatives are knowledgeable about tools so they can take full advantage of them.
Providers that offer tech support or help desk services are also fundamental.
Once you evaluate all of the aforementioned aspects, you’ll be ready to make the perfect contact center software choice.
The Perfect Software Choice
The right option is that which not only meets your immediate requirements but also helps your business grow on a steady basis.
Nuxiba developed CenterWare, a feature-rich and easy-to-use software platform for contact and call centers.
This software is updated and upgraded constantly to provide you with all the applications and services you need.
CenterWare is the most complete tool for managing customer interactions securely and reliably across multiple contact channels.
Thanks to its functionalities that can be aligned with your objectives, you can run your contact center in a unique way.
CenterWare complies with information security standards to protect your customers’ information and is so user-friendly that your representatives can get to work straight away.
It is designed especially for agents, managers, and supervisors who work towards a common goal.
CenterWare features a set of comprehensive drill-drown reports and a monitoring module that help you keep close control of customer interactions.
As a result, you can increase productivity significantly.
Discover all the options that Nuxiba has for you and grow your business in next to no time.
Get a CenterWare trial for 15 days or one month and decide whether it is the right fit for you.