Guide on Omnichannel Call Center Solution

Posted by Zenteno peterson on January 22nd, 2020

The call center solution industry is quite big. There are many businesses that use this solution to get benefited. One of the most advanced and beneficial call center software is the omnichannel call center solution. It has some amazing features which benefit its users. In this article, I will share more details about the omnichannel call center solution and some more details related to the same.

What is the omnichannel call center solution?

It is a call center software solution which uses multiple communication channels. It provides omnichannel communication support to businesses that can be used in multiple ways.

Today’s omnichannel call center software not only offers traditional communication channels, but it also offers the latest communication channels. Below is the list of modes of communication that are available in this type of system:

•          Voice calling
•          Video calling
•          Screen sharing
•          Instant messaging (chat)
•          WhatsApp
•          Social media
•          Fax
•          Email
•          SMS

Generally, this type of call center system may have simple to advanced features based on the provider. One thing is offered for sure, which is multiple unified communication channels. Below is the list of key features available in the best omnichannel call center software solution:

•          Campaign management
•          Lead management
•          Contact management
•          Contact groping
•          Agent management
•          WebRTC web phone
•          Dashboard
•          Live call statistics
•          Interactive voice response system
•          Call queue
•          Call forwarding
•          Call transfer
•          Different types of call routing
•          Different types of call center dialers
•          Call hold and pickup
•          Music on Hold
•          Whisper
•          Conference
•          Barge-in
•          Disposition bucket
•          Soundboard Avatars
•          Survey
•          Graphical reports
•          Standard reports
•          Call recording and playback
•          Callback
•          And many more

Why to use omnichannel call center software?

There are many reasons to use this type of system. Let’s discuss some of them:

This type of system adds user convenience. The customers can use any mode of communication they are more comfortable with. For example, if someone likes WhatsApp messaging, he can use that to contact a support center. On the other hand, if someone wants to discuss the whole case, he can directly call to talk with the customer support executive. Customers will also get delighted by receiving support on their preferred channels. This increases the customer support center.

This type of software also helps in increasing productivity. It offers more features and communication channels to agents. Thus, they can take benefit from different modes of communication to reach and respond to customers. They can also share more details in real-time so customers can get the resolution to their queries within a given time. This increases first call resolution ratio. Furthermore, agents can save time by using other modes of communication offered by this type of solution. For example, instead of indulging in any formal and lengthy conversation, they can send updates via an SMS or a WhatsApp message. This way a lot of time can be saved which can be used in other activities.

There are many benefits of using omnichannel call center software.