Contact center software allows agents to manage customer contact flow through all types of communication channels. From phone calls to email and Facebook Messenger, everything is connected in one unified platform. It works by integrating with all your communication platforms – such as social media profiles, web chat, or virtual phone systems – and creating customer profiles where all interactions are saved in a single log.
Unless you’re going for an on-premise contact center (which requires you to have your own servers) cloud-based contact center software only needs a computer with an internet connection to work. Since everything is online, you don’t need to invest in any equipment. However, if you offer support via phone or video, it’s essential to have a decent headset and webcam. There are even companies that allow you to access their platform through mobile apps, so you can use your smartphone to answer customer queries.
Omnichannel contact centers offer various tools to deliver efficient customer support. On top of a unified dashboard where you can manage all types of communication channels, providers offer the ability to efficiently route customers regardless of the medium used. The software also provides the means for seamless internal communication, where agents can speak via chat or add tags and notes to customer profiles. This way, the customer experience journey is as seamless as possible since everyone will know the client’s specific issues right off the bat. Finally, this kind of platform also helps you improve the support provided on all channels by offering live and periodic analytics reporting.
More FAQs
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