Call Center Trends

Call Center Software: Why is it important to have the right one?

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We know that nowadays one of the most important aspects of any business is the interaction with its customers and the experience they provide to each one.

This is why contact centers and call centers have become so important in businesses, as they are the points of greatest interaction with customers. 

Consumers are increasingly demanding and more analytical when making a purchase or hiring a service because they no longer only compare the quality and price of what they buy, now they are interested in receiving specialized and even differentiated treatment.  These two added values are key factors that companies must consider in order to retain customers and attract new ones.

If they provide good service to customers, it is almost certain that the company will stand out from its competitors, have a promising future, and of course, this will be reflected in its profits.

Inbound and outbound calls, SMS, social networking, and all kinds of interactions occur at these points of contact to serve the needs of millions of customers around the world. 

So, why is it important to have Ideal Software?

Choosing the right software for the contact center or call center is not a simple thing, you must take into account many aspects.

In this material developed by Nuxiba we guide you through this process, click here.

What are the differences between a call and a contact center?

Although both terms are interchangeable, the difference lies in the type of services offered by each one. 

For instance, a traditional call center uses inbound and outbound calls for telemarketing purposes.

Contact centers are the evolution of call centers as they provide customer services tailored to the digital era. They manage and meet companies’ communication needs while delivering improved experiences to customers and users alike.  

The challenge that companies face today is to have knowledge of the journey that a user makes when trying to communicate with a company, to look for a service.

Previously, companies focused on very specific metrics on how to reduce the time of abandonment of a phone call and how to serve the customer faster.

Today, with the integration of social networks and instant messaging into the contact center world, interactions and their metrics have changed.

The ideal call center software should have certain features like: 
  • Must be scalable
  • It should fit your business and what you need
  • It should offer you all kinds of metrics to make decisions based on real numbers
  • Technology and support at all times. 

No matter what your business is about, your contact center or call center must always be equipped with the best technology in order to function properly and deliver the expected results. 

There are a lot of options available in the market. For instance, there is some open-source software, let’s review some key aspects of these software vs a licensed software.

Another factor that must be considered is the agents. Developing an excellent work environment and constantly training your agents is one of the best practices a contact center can build.

Remember that your agents are the first impression with your customers, an employee who is happy with the company, committed and with constant training may be better able to face any kind of adverse situations they may have with customers or be able to make sales in a better way.

Innovation, technology and Call Center Software

As technological innovations and always prioritizing customer interactions, Nuxiba Technologies, a company with more than 20 years of experience in the market, offers the best solutions.

If you are looking for a contact and call center software that offers you an all-in-one solution check out the information, we have for you.

CenterWare Total

It’s an integral call center software solution that provides IP telephony and software on a metered basis, where you pay only for what you use without monthly license or subscription fees.  

With this business scheme, Nuxiba offers the completest version of its flagship platform, CenterWare, which is ready to use in all the locations of your contact center without licensing and installation costs.

With this software, you get a lot of benefits like:

  • Reduced downtimes
  • Tools for measuring KPIs, real-time monitoring, and reports
  • Absolute control over your call/contact center operation
  • Technical support, training, and certification courses
  • The built-in reports module to control quality in your contact processes with greater ease.

An all-in-one software solution for your call center

Another technological tool that will improve your quality control is:

CenterWare AVRS

This recording system developed by Nuxiba centralizes all the information necessary to improve your customer service.

Features:

  • Screen and phone line recording across agent workstations
  • Measuring and monitoring of service quality levels
  • Recording analysis for first-hand customer feedback

PCI Data Protection

The safety of our customers has become a priority for many companies, which is whyNuxiba Technologies has developed a unique tool for contact and call centers looking to improve cybersecurity. Among its features you’ll find:

  • Avoid your call center’s agents to listen to the credit card numbers and DTMF tones while staying on call.
  •  Restrict physical access to cardholder data
  •  Install and maintain a firewall setting to protect cardholder data
  • Restrict access to cardholder data based on the businesses that need to know them
  •  Encrypt cardholder data transmissions on open public networks
  • Assign a unique identification to each person with access to the computer
  • Enhance your clients’ trust and confidence in the services you provide.

Furthermore, our software platforms are ideal for any type of business from bank solutions, help desk, cloud contact centers, debt collection, bulk and SMS broadcasting, infrastructure integration, and so much more.

With our marketing schemes, our clients have a business ally capable of offering completely customizable solutions to your business needs.

If you want to know more about our solutions or how we can adapt to your business, request a consultation with one of our experts, it’s totally free.

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