There are now a large number of call center software solutions on the market, each offering different advantages. Given this diversity, choosing the right one for your business can be complex. However, there are several factors that can help you make the right choice, such as CRM integration, flexibility, robustness, and the features offered by the call center software. Discover our Vocalcom recommendations on this topic.
Firstly, it is important to note that call center software is not necessarily compatible with all CRMs. Some CRMs have limited integration capabilities, while others can be integrated with both Salesforce and Microsoft Dynamics 365 thanks to a specially designed connector.
A company’s industry and customer profile can also influence the choice of call center software. For example, if omnichannel capability is necessary to meet customer preferences in terms of experience, it is important to choose a product that perfectly meets this need. That’s why we recommend that you carefully analyze all of your needs and understand your customers’ expectations.
Next, it is best to select call center software that is flexible, thanks to the cloud and its architecture. A customizable and scalable tool with open APIs is much more attractive because it can adapt to changes and integrate third-party solutions. Data security is another essential point, as cyberattacks are becoming increasingly frequent around the world. Encryption, confidentiality, traceability, compliance… Platforms must now be protected by advanced security mechanisms.
Although the purpose of call center software remains the same, the features offered can vary from one product to another. To get the most out of this tool, it is therefore recommended to opt for an ACD (automatic call distributor), used in contact centers to intelligently route incoming calls, and an IVR (Interactive Voice Response). Additional solutions may also be useful, such as an outbound call automation system, which can improve your contact rate: a real asset for telephone sales prospecting. With all this, you can more easily improve the efficiency and productivity of your agents.
Finally, it is important to note that call center software can be delivered via on-premise or cloud solutions. In the first case, a company can choose to have the software installed on-site, which allows it to retain complete control over the infrastructure and sensitive data, ensure greater compliance with regulatory requirements, and reduce third-party risks (no dependence on a cloud provider). Many call centers choose on-premise solutions for their increased technical flexibility and the ability to adapt the solution to specific needs.
Cloud-based call center software, on the other hand, responds to market trends with turnkey solutions that are more flexible, agile, easy to implement, and offer the latest features. These are major advantages that facilitate the management of contact center activity, such as the ability to scale agent teams on demand to respond to peaks in activity and one-off campaigns. The growth of remote working has also led to the rise of cloud solutions!
To address all of these challenges, Vocalcom offers a hybrid cloud or on-premise solution.
To learn more about this topic, check out our other fact sheets: how to install call center software, why use call center software, what are the features of call center software, and what are the advantages of call center software.
