How to choose the right customer support software for your contact center

One of the biggest challenges facing every brand today is managing increasingly complex customer care & experience processes. Providing the best customer service requires the orchestration and governace of multiple channels and tools. To do this, it is necessary to have customer service software. But what characteristics must it have? What are the parameters to be taken into consideration?

First, it should be kept in mind that the first task of a contact center customer service software is to route incoming contacts and keep track of all interactions, keeping information about each customer: his relationship with the company, applications submitted, biographical information, preferences, and so on. In essence, the customer service software helps contact centers provide the best answers to queries and doubts of their callers by leveraging the context of the relationship the user has with the brand.

Quality contact center software also includes the IVR platform (Interactive Voice Response), which allows users to be directed to a personalized service experience, constantly monitoring quality so as to improve operator performance and customer service level. Therefore, the choice must take into consideration the possibility of integrating voice bots and other artificial intelligence technologies.

Omnichannel and reporting and analytics: why are they important in choosing customer management software?

A contact center software needs to enable a smooth customer experience, providing a'ongoing assistance and allowing agents to easily manage the multiplicity of interactions passed through the different channels. XCALLY is the omnichannel software that meets all these needs and providing total support for companies to improve the customer experience of their customers.

Another factor to consider when choosing contact center software is the ability to perform advanced reporting and analysis tasks, so that activities and interactions are constantly monitored, all in a personalized manner and with the intention of improving the work of operators and supervisors, providing consumers with an increasingly personalized and comprehensive service.

Integration and scalability: two crucial parameters for contact center support

An additional tip is to invest in contact center software that can be integrated with additional modules and with your CRM
(Customer Relationship Management). Software that integrates with CRM allows the data collected by the contact center to be used by other departments in the company.

Another parameter to be strongly considered is the scalability, or the ability of software to improve and increase its performance based on specific needs. Companies also need to ensure that the software they use is complies with the General Data Protection Regulation (GDPR) and meets privacy requirements, ensuring maximum security at all times.

Automation and the six efficiency parameters to ensure perfect customer service

Companies wishing to avail themselves of contact center software are therefore required to carefully evaluate mainly six parameters: scalability, possibility of integrations, type of automation, set up and installation, possibility of reporting and data collection, and agent experience with the platform (agent experience).

Customer service software should therefore include a number of automation options, such as sending responses to common requests via e-mail or chat, enabling artificial intelligence tools and automating internal project management.

What are the features and benefits of XCALLY? Omnichannel software for enterprises and contact centers

XCALLY is the innovative omnichannel software, which enables companies to easily and effectively manage customer relationships across all channels: voice, e-mail, social networks, instant messaging, SMS, and video. XCALLY enables companies to offer their customers seamless experiences across all channels, but also to speed up processes and improve performance by keeping track of activities and volumes. In this way, all processes are optimized and the customer experience memorable.

XCALLY is used daily by more than 30,000 agents, has a presence in more than 60 countries and has received several awards of merit in the international arena. Customer management software in contact centers makes it possible to autonomously create IVR flows thanks to the visual builder and drag-and-drop function, automates repetitive tasks and processes based on predefined actions and timelines, allows you to add as many communication channels as you wish to use with customers thanks to the Open Channel.

XCALLY allows companies to create custom dashboards and to monitor data in real time. Operators will have the ability to manage information regarding customers on each channel through an intuitive interface with integrated WebRTC technology. Operators' activities can be constantly monitored by supervisors, who can dynamically act on queues and workflow.

XCALLY integrates with enterprise CRMs, allowing instant access to information regarding customers. The system is integrable and allows the use of bots and artificial intelligence. Also guaranteed is the proper data processing, with an adequate level of protection and complying with the current GDPR.