- New call center technology has streamlined the process for the industry's employees.customer service image by Kurhan from Fotolia.com
Using customer service call center tools can help employees be more productive. One of the reasons is that these tools can automate common tasks, such as making telephone calls. The customer service call center software can call numerous customers simultaneously, while ignoring answering systems or fax machines. Then, when the software detects a live person, the customer service agent can directly talk to the customer. These tools have helped businesses save time and money. - Contactual, which is based on the Software-as-a-Service (SaaS) model, has a single interface that links phone, chat communications and email all into one functionality. SaaS involves software that is deployed to customers via the Web. By using this model, businesses can save money because they do not have to buy, install and maintain extra hardware or software. This customer service call center tool contains Interactive voice response (IVR) and automatic call distributor (ACD)/skill-based routing features. IVR automates interactions with customers while ACD/skill-based routing allows clients to speak to agents immediately. Managers can use the real-time reporting feature to get call center metrics.
- Five9 Virtual Call Center Suite is designed to work in the following fields: financial services, telecommunications, retail and health care. Companies can take advantage of the predictive dialer feature, which computerizes the outbound calls. This enables businesses to make numerous phone calls at the same time while disregarding the busy signals and fax and answering machines, leaving the customer service agents to communicate directly with the live customers. Another feature that Five9 has is Voice over Internet Protocol (VoIP). This allows agents to make calls over the Internet. Companies are increasingly converting to VoIP because it helps them to save on telecommunications costs. Five9 also has another feature, known as call scripting. This helps agents to ask customers the right questions so that they can meet their services or sales expectations.
- Giva eCustomerService cuts down the average call length by centralizing routine tasks and offering troubleshooting tools via a single screen. It also manages requests for high call-volume incidents. Giva eCustomerService enhances agent productivity by automating workflow and escalations. Companies can add new contacts, perform tasks through the self-service Web portal and create customized fields and screens. Giva eCustomerService comes with more than 70 prebuilt and tailored reports. Giva eCustomerService seamlessly integrates with Giva's other products, including Giva eServiceDesk, Giva eKnowledgeManager and Giva eHelpDesk.
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