The name of call center software is like this because traditionally only call centers used to use it. However, this is not the case anymore. All businesses have started using it. To get this software, there are three options:
1. Call center software development
2. Perpetual call center solution
3. Open source or hosted call center solution
The options are listed according to the expense involved in the process of getting it. When there are several options for call center solutions already available in the market, will there be any need to invest in its development?
Yes and no, both.
It completely depends on what you want to achieve from your software. In this article, I will share the major benefits of investing in call center software development, which will let you learn whether it is worth it or not.
1. Vendor independence
Whether you get a perpetual or a hosted system, you are completely dependent on the vendor. Usually, the providers are futuristic and helpful. They will provide customization based on your needs. For example, if you want call center WhatsApp integration instead of getting a complete omnichannel contact center solution, they will provide it. However, you will be dependent on that provider completely. For example, you need a new feature in your software, but you cannot get it until your provider has the expertise and manpower to offer that.
There are many more examples of vendor dependence, which is high in ready to use the software. An additional example is a difference in opinion or dislikes. If you do not like how your customer support requests are treated, you need to do everything from scratch to get new software. On the contrary, when you invest in call center solution development, you simply change your developers or VoIP development company. You can define the roadmap, future features, etc.
2. Completely white label
Many call center solutions have the option of white labeling. However, no third party or open source software provides 100% white labeling. Either in code or somewhere in the GUI, you will see the name of the original company. For example, many companies change the logo and provide custom URL, but on the login screen or at the bottom of agent and manager panels, the copyright statement shows the name of the company, which developed the software.
Therefore, for any reason, if you need a 100% white label solution, then you need to invest in development than choosing one from all available call center solutions.
3. Complete ownership
Call center software development is expensive compared to other options for getting this solution. Its perks are also high. You will have complete control and ownership of the software from scratch to end. To be specific:
· Defining features
· Choosing UI (User Interface) and UX (User Experience)
· Development timeline
· Future development
· And more
At the end of the development, you will have control and ownership of the code. It means you can leverage all advantages of having an owned call center solution.
Developing a complete solution from scratch is a time and money intensive job. Still, if you want a solution that gives you the above-explained benefits, then you should invest in development.