Contact center software is a tool that allows agents to answer customer queries from all types of communication channels (such as email, phone, and social media) in one unified platform. Its main purpose is to increase the productivity of a contact center, providing the means for efficient customer contact routing, key metrics tracking, and seamless internal communication. For example, it lets you direct customers to agents who have the skills to handle specific inquiries, check performance in real time for quick decisions, add notes to customer logs for future interactions, and more.
Don’t mistake contact center software for call center software, CRM platforms, or VoIP systems, as they all provide different types of features. While VoIP provides the means to build a phone system in the cloud, call center software offers features to automate the flow of inbound and outbound calls. Meanwhile, CRM software is a specific platform to manage your clients’ information and doesn’t deliver the required tools to interact with customers. Not only does contact software provide all these features in one place, but it also offers the ability to manage inquiries coming from all kinds of digital channels.
- Cloud-Based vs On-Premise Contact Centers: What’s Best?
- How Does Contact Center Software Work?
- How Much Does Contact Center Software Cost?
- What Is Contact Center Software?
- What Is the Difference Between CRM and Contact Center Software?
- What’s the Difference Between Multichannel and Omnichannel Contact Centers?