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.
The average turnover rate for contact centers is two times greater than it is across all industries. This leads many to consider high agent attrition normal, but the truth is that you can save a lot of money by working to reduce it. more
Owning and operating a business comes with its fair share of ups and downs. That said, the more disheartening moments almost always seem to negatively influence your company’s bottom line. Though by no means an all-inclusive culprit, much of the time, a downtrending bottom line can be accurately chalked up to poor customer service—the numbers back us up on this one. more
We’ve put together a comparison guide that covers over 40 of the top call center software options, providing details on pricing, features, support, and integrations. If you want to save time and still make a great investment, this guide is a must read. more