Why Combining Omnichannel Communication and Intelligent Call Center Software Is Vital?


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Why Combining Omnichannel Communication and Intelligent Call Center Software Is Vital?


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The call center industry is in existence for many decades. There are many amazing call center solutions in the market that provide the required support to the call center industry. One of the most in-trend advanced solutions is an intelligent call center software solution. There are many call centers in the world that have started using this software. Now, the new demand of the market is omnichannel communication and that also for all the right reasons. Thus, the call centers need to have an intelligent call center software which supports omnichannel communication.

Yes, omnichannel might not be one of the features offered by the software provider in the basic plan and the call centers need to invest additional to get the omnichannel communication. However, this is worth an investment. In this article, I will share the top reasons to get an intelligent call center solution with omnichannel communication.

1. To increase the productivity of the team

One of the major key performance indicators in the success of call centers is the team productivity. Here productivity can be defined as the number of customers handled by an agent within the minimum time. The intelligent call center software offers an amazing range of features including different call center dialers and a wide array of call routing rules. These features of this solution help agents perform better. Furthermore, adding omnichannel communication modes in the call center can help to increase productivity even further. The omnichannel communication can reduce the load on the calling campaigns. Once integrated, customers can send an SMS or a WhatsApp message or have a chat on the official Facebook of the business. This reduces load on the agents by reducing the call hold time and increases the ability to handle multiple customers in parallel. This ultimately increases team productivity.

2. To increase customer satisfaction

The factor which defines the ultimate success of a call center is a customer satisfaction ratio. The call centers do whatever possible to keep customers happy. The intelligent call center software offers various features to improve the overall customer experience so the customer satisfaction ratio can be increased. Adding an omnichannel communication feature can further increase customer satisfaction. Unlike in the voice calling only support, the customers do not need to hang on the call until they can talk to an agent, in the omnichannel communication, they can simply send a message on their preferred mode of communication and the agent would respond once available. They can also give feedback on their experience for further improvements.

3. To get competitive advantages

The intelligent call center software with omnichannel communication support can help call centers define and achieve new success goals. This software is available at affordable rates. Still, there are only leaders who have adopted this solution. Early adopters will get benefits from a competitive edge because all competitors will not use this system. This can be one of the biggest advantages of using this combined solution.

In a nutshell, the call centers that adopt an intelligent call center software with omnichannel communication support can leverage multiple benefits.

Author works in a company which offers intelligent call center software, PC dialer, white label mobile SIP dialer, live call monitoring, and similar solutions.


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Ethan Jones

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