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What is call center software?

 

All business owners understand the value of superior customer support. Today, improving customer satisfaction often comes down to implementing call center software. This technology can automate call routing and recording, along with many other functions.

However, choosing a call center solution can be an overwhelming process. First, you need to decide what type of system is best suited to your specific business model. From there, it's all about choosing the features that your agents need to provide customers with the highest quality support possible.

This article will provide you with all the information you need to choose the best tool for your computer. We'll explain the two main types of call center software and cover how you can determine which one is right for your business. But first, let's talk about three key benefits of call center software.

 

Why use call center software?

Today's consumers expect much more from assistance than they did five years ago. They want their calls answered in less than five minutes, they want access to self-service options, and they expect agents to collaborate on their behalf.

Call center software can help your agents meet these expectations with minimal effort. The key is to understand the features and benefits that call center software can offer and then decide which ones you need the most.

Automatic call routing

The call center software automates the flow of incoming and outgoing calls. Interactive Voice Response (IVR) systems, a common feature of call center software, are used to create prerecorded greetings, menu options, and answers to frequently asked questions.

With an IVR system, customers who call support can connect to the correct department with the push of a button. They can also access simple information, such as a business address or business hours, without speaking to an agent. This frees up agents to
handle more complex support inquiries and reduces wait times for customers.

What Kind Of Call Center Software Is Best For My Business?

Call center software is a great investment. So to help you decide which solution is right for your business, we will discuss the main differences between the two types of software call center: local and cloud-based

On-premises call center software

Also called legacy or traditional call center software, local systems operate through internal servers. These servers are kept in a physical location, such as a data room in your call center office. All IT maintenance and updates must also be done manually on site, allowing companies to maintain full control of their software.

Local call center software uses local phone lines, not an Internet connection, to handle incoming and outgoing calls. Landlines tend to provide a better quality phone call than cloud-based providers and do not require a stable internet connection to function.

In general, on-premises call center software is a good option for businesses that want full control over their software, along with a more secure option for storing customer information.

 

Cloud-based call center software

Cloud-based software is generally considered the cheapest and most flexible alternative to local systems. It's best for smaller teams of support agents, remote businesses, and those with tighter IT budgets.

With cloud-based software, no physical space is needed to host servers or other hardware. As a result, teams using this solution avoid paying the maintenance labor costs that come with local software.

Because most cloud-based call center software is subscription-based, smaller businesses don't necessarily have to spend a lot of money to use it. Businesses often pay only for the number of licenses or "seats" they need.

Lastly, cloud-based systems are not tied to a physical location, allowing companies the flexibility to employ agents anywhere in the world. Companies can choose from a broader pool of candidates and offer 24/7 support without asking agents to work shifts outside of their time zones.

If flexibility and cost are your top priorities when deciding which call center software like CallMaker (https://www.callmaker.it/)to use, we recommend a cloud-based option.


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