Call centers have become an important part of the modern business world. It can be somewhat complicated to choose a vendor, though, since there are so many different possibilities to choose from.
Soffront is a major vendor that offers call center technology and virtual call center services. They have a network of more than 20,000 independent agents and typically makes 30% additional revenue per campaign than outsourcers when dealing with the direct response market.
The Soffront On-Demand Call Center platform includes modules for Interactive Voice Response, Inbound Call Routing, Workforce Management, and Quality Monitoring. They also have a comprehensive failover system that maintains several redundant data centers over each geographic region.
Aspect technology is currently being used by more than 1.2 million call center agents around the world. They provide an all-in one call center solution that is highly flexible and can be scaled to any number of employees. They also support advanced automatic call distribution and can provide real-time and historical reports to users at any time.
The vendor has won numerous accolades, including the 2008 1to1 Impact Award and Unified Communications Product of the Year Award. They also have offices in North America, Europe, Africa, the Asia Pacific, and the Middle East.
Contactual offers a virtual call center solution that eliminates hardware, training and administrative costs. They have call center modules for Skill-Based Routing, Interactive Voice Response, Multi-Media Management, and CRM Integration. The software also has a special feature that helps telesales and inbound sales teams to significantly improve their close rate.
The company won the Frost & Sullivan 2005 Global Excellence in Technology Award and were a 2007 Best Communication Solution CODie Awards finalist. They also have business continuity programs in place that can help to make sure that service is provided at all times.
Salesforce offers a call center solution that allows agents to quickly access and manage customer data. They have call center modules for Case Management, Call Scripting, Workflow Escalation, and Case Collaboration. They also provide analytic tools that can keep track of important metrics, as well as highly-detailed reports that can be customized for any business.
Their software has been highly rated by numerous technology publications, and the company was given the 2006 Technology Product of the Year Award by Small Business Consulting. They also currently have more than 500,000 subscribers in over 24,000 companies around the world.
Together, technology and the connective power of the internet are making drastic changes in what a typical work setting looks like today, and many companies are beginning to rely more upon a remote workforce. In fact, according to Global Workplace Analytics, “regular work-at-home, among the non-self-employed population, has grown by 105% since 2005.” more
Did you know that, according to Forbes, 86 percent of customers will pay more for a better customer experience? Customer satisfaction is always a worthy business pursuit, but to identify customer preferences and exceed expectations, you must keep pace with innovations in the technology your customers are using. more
Creating a great customer experience for each person who reaches out to your customer support center is vital to developing a loyal and ravenous customer base for your business. In fact, according to Walker Information, Inc., “By 2020, customer experience will overtake price and as the key brand differentiator.” more
With the ever-proliferating number of contact center software vendors, it can be difficult to determine which software application is right for your business. This guide for 2017 includes information about eleven top contact center vendors, including information on pricing, features, and strengths and weaknesses. more