Call Center Software Solutions Converging People to Achieve Business Goals

The Indian IT-BPM (Business Process Management) sector has added USD 17 billion in 2015, an almost 13% growth against the yesteryear’s record, according to NASSCOM. This investment is getting manifested in every sector. Adopters are experiencing improved efficiency which in turn is getting fueled with the better collaboration and work-force performance.

In the present issue, we will discuss the impact of it on the call center industry, which is supposedly the largest taker. However, it would be interesting to dig out the past and the challenges therein. A decade back or more, businesses were relying on the PSTN (Public Switch Telephone Network). What the users were getting? A mediocre communication system with basic features, a recurring bill that burns a hole their pockets, uncertainties and vulnerabilities, and above all recurring repair and maintenance bills.

Thankfully, the descent of cloud technology, powered with innovative tools started eroding the negative aspects. Without any security and upfront investment, now any individual or organization can have access to enterprise level call handling and call management features to cope with the growing and changing business demand. Cloud based call center software solutions are equipped with call kind of call management features like auto-attendant, Visual Call Parking, Call Screening, Phone Scheduler, Direct Dialing, Professional Voice Recordings, and more. Call center software is also bridging the gap between those who are working in the office and on the field. This is sometimes also referred as mobile phone extension. Means the users can collaborate and share information on the real time using their phone or tablet devices. Field staff can coordinate with their office counterparts with features like find me/follow me, hud mobile, voicemail-to-SMS, SMS and transfer office calls to mobile.

However, getting affordable call center software solutions doesn’t mean compromising on the availability and security of the services. Hence, the aspirants should make a thorough market research before figuring out a reliable vendor for them. Business data is always critical, and hence should not be handed over to an incompetent partner just for the sake of reducing the operational cost or the upfront technology investment cost, since it can bear long term implications on the prospect of the business. Entrepreneurs must take note that the provider is authentic. Besides, the homework would be required on the business needs. Call Center telephony solution should be compatible with the call center CRM solution. A perfect synchronization between the two would help the users to access the right information and serve the prospects or customers in the best possible way. Benefits of call center solutions remain incomplete without the discourse on the call center monitoring software that helps with enhancing not just the delivery of services but also the quality management. Call center managers can keep a tab on how well their agents are utilizing the business resources to meet business objectives. Thus, call center software solutions help the operators to keep their people productive with due adherence to the service level agreements and business ethics that paves the way of a successful and sustainable business.