Inbound call center software
Inbound call center software makes it easy to manage incoming calls from a single tool. There are several types of software on the market, including
- Omnichannel call management service: enables customer service to be provided using multiple digital channels.
- Multi-channel inbound call center: this option requires calls to be transferred to a new agent if they wish to communicate via a different channel.
Inbound call center software streamlines the customer service experience. It offers the ability to quickly handle customer requests across different channels.
The choice of call center software depends on the specific needs of the business. Each tool has advantages and disadvantages depending on how it is used. It’s a good idea to make a list of the features you want and then focus on the main options.
This software requires you to provide assistance to your customers using other communication channels. These may include email, live chat or social networks. Ideally, incoming calls should be logged with a helpdesk to assist agents with email capture.
Virtual call center
This is quite simply a call center in the cloud. It brings together a range of technological and human resources enabling companies to handle their customer relations. Virtual call center differ from traditional call center in that the agents use software hosted in the cloud to carry out the communication.
This solution is based on VoIP telephony, enabling your agents to work from anywhere. It doesn’t require the use of a traditional telephone, because all you have to do is connect a headset to a computer and launch calls using software. This software must, however, be compatible with the other call center tools: CRM, emailing solution, etc. This virtual call center solution is particularly popular with small and medium-sized businesses.
Voice and VoIP solutions
VoIP provides a stable, low-cost telephone connection. It is a service offering a wide range of telephone numbers, all of which can be configured in a voice application. This solution is perfect for automating telephone flows.
Also known as Voice over Internet Protocol, VoIP is made up of a series of communication protocols. It enables voice communications to be converted and transmitted over a data group network using packet communication.
Using specific codecs, it converts analogue voice signals into digital packets for transmission. It then converts them back into uncompressed audio signals. This is why telephony is the main application for VoIP, as it allows only voice to be transmitted. VoIP uses networks such as the Internet to make calls.
Customer Relationship Management (CRM)
CRM is a technology that enables incoming calls to be better prepared and more efficient. Customer Relationship Management or CRM is a system for interacting with customers while helping the company to improve the customer experience.
Collecting and organising usable customer data is essential, because customers interact with a multitude of people within a company. This is particularly true at various points in their lifecycle: acquisition, conversion, loyalty, etc.
CRM comes into play to create an overview of each customer’s journey. This software makes the data accessible to all the company’s stakeholders: sales, marketing, customer service, etc.
This software offers many advantages and helps companies to better target, understand and support their customers.
Centralising customer data
Ideally, a company should analyse every single interaction with its customers in addition to carrying out an in-depth study of its market and target audience. This data then needs to be centralised and made available to the company’s various departments. The company will then be able to define its customer relationship management processes once it has drawn up models.
A CRM solution makes it easy to collect, store and analyse customer data. The software will record all the information the company needs: email, telephone, social networking profiles, etc. It will also extract data from your interactions, including the content of their order, the latest messages sent to after-sales support, etc.
Customer data is vital when it comes to completing a transaction or resolving a problem. It saves time for both customers and call center agents.
Customer journey analysis
As well as centralising customer data, CRM also makes it easier to analyse. The software can offer tools or plug-ins for generating automatic reports. This makes it easier to target information to where the customer is in your sales funnel. CRM therefore enables you to make better decisions when it comes to converting a prospect, retaining a customer, etc.
Team synchronisation
CRM gives all your employees privileged access to the same customer data. So even if your customer has only one point of contact with your business, this data can be useful to the company’s sales departments, marketing teams, etc.
Based in the cloud, CRM data can be accessed from any device with an internet connection. This is an interesting fact if your employees work remotely or if the company has several offices abroad.
Customer loyalty
Centralising data makes it easier to analyse and make the best possible decisions. It considerably reduces the friction that customers may encounter. They can then easily find an answer to their question, their problem will be solved more quickly, etc.