Call center solutions have been in the industry for many years. From time to time, companies offering this software made various innovations to add some advanced features into this software. The most advanced version of a call center solution is an intelligent call center software solution.
Nowadays, the omnichannel word gets used quite frequently and it is associated with the intelligent call center software, too. To help you understand what it is and how it benefits, I will share more details on the same.
What is omnichannel intelligent call center software?
The intelligent call center software is the most advanced call center solution. It uses predictive technology and smart algorithms. It offers some advanced and never seen before features, which you cannot find in the traditional system. As it uses artificial intelligence based algorithms and offers intelligent features, it is called intelligent call center software.
Omnichannel intelligent call center software is an intelligent call center system that supports omnichannel means all communication channels. Below is the list of communication channels that this software supports:
- Voice call
- Video call
- SMS
- Instant messaging (chat)
- Help desk ticketing
What are the major advantages of using omnichannel intelligent call center software?
There are many benefits of using this software. Let me share the top three benefits of using it. Please refer to below listed top 3 benefits:
- Jaw dropping customer experience
Customer experience matters the most in any call center or business. In vicious competitive industries, positive customer experience helps in retaining them. It assures a constant stream of revenues from existing clients. Moreover, you can also take advantage of upselling and cross selling. Happy customers also help in increasing referral business.
The omnichannel intelligent call center software helps in delivering a jaw dropping customer experience. You can cater to the customer via the customer’s preferred mode of communication. Also, quick assistance can be provided to assure jaw dropping customer experience.
1. Increased agent productivity
The omnichannel intelligent call center software makes sure that agents can work more productively as now, the call traffic can be distributed on multiple modes of communication. It also reduces customer frustration, which otherwise increases agent stress. A stressed agent cannot deliver higher productivity. But, the omnichannel intelligent call center software lets agents work more productively and even switch channels to handle stressful hours without losing productivity. The increase in productivity helps in increasing revenues, too. Moreover, expenses can be reduced. In a nutshell, multiple advantages related to boosted productivity can be achieved using an omnichannel intelligent call center solution.
2. Increased ROI (Returns over Investment)
All businesses and call centers strive to increase ROI and the stated software helps in achieving just that. It helps in reducing expenses by reducing the number of required agents, parallel calling lines, etc. On the other hand, it increases revenues as customer loyalty can be increased. This software helps in increasing sales as well. The higher revenues and lower expenses clearly result in increased ROI.
In a nutshell, using omnichannel intelligent call center software assures unlimited benefits.
