Modern contact centers must adopt better, advanced tools to satisfy customers’ communication demands in each campaign.
To that end, they can choose to use either open-source or licensed software, so… what’s the difference between these two versions?
Some years ago, call centers just needed an automatic dialer capable of making hundreds of calls concurrently.
However, nowadays, when they have evolved into multichannel contact centers that interact with customers through multiple touchpoints, they require a different set of resources to deliver a positive experience.
There are many software options in the market that prove very useful for contact centers, ranging from CRM or database management applications, through automated dialers, to turnkey systems that allow to provide service over a series of channels.
A large number of contact centers decide on open-source platforms to save money, but reality is they don’t always help to cut operating costs. Here’s why.
It is software that can be downloaded from the web and whose source code is freely available in open-source communities where members can submit changes, exchange information, and ask or answer questions in a collaborative development environment.
Therefore, although this type of software can be used without license fees, its implementation can cause contact centers to incur expenses related to:
- Tech support services
- Training courses
- Dedicated teams
- Installation and setup
- Systems integration
Open-source options streamline contact when handling a large volume of calls. Some of them can be scaled up on demand and be integrated with CRM applications.
The main capabilities of these software platforms are automating dialing and routing or forwarding calls. When they feature advanced functionalities, they can also distribute incoming calls and manage waiting queues.
This kind of software is acquired from different providers and, in contrast to open-source options, is developed by well-established companies that sometimes include technical support and troubleshooting help in user licenses.
Licensed platforms can be sold or leased and can be either installed in contact centers’ premises or hosted in a cloud infrastructure.
As mentioned before, licensed software can offer free additional services and benefits like:
- Implementation and installation
- Tech support (24/7 in some cases)
- Equipment and server maintenance
- Software updates
- New features
Depending on the provider, users can also be granted access to administrative courses or custom expert consultations at no extra cost.
When it comes to functionalities, licensed platforms feature a more comprehensive set of tools for multichannel customer communications that are not limited to calls and help to map out business strategies; for instance:
- Daily operation reports
- Real-time monitoring
- Call and screen recording
- IVR and CRM
To learn more about the distinctive characteristics of open-source and licensed software, continue browsing our blog.
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