There’s no denying that we live in a digital world. When providing support for your customers, the majority prefer phone support. Customers much prefer familiarity and immediacy. They get this by speaking directly with a human being on the phone. It’s an excellent way for you to build trust. This is essential between your customer support agents and customers.
However, phone support management can be challenging. This is especially true for growing companies. Phone support has its advantages, but there are also downsides. It’s not very cost-effective and is time-consuming. It can also be one of the most demanding support channels to measure.
You want to give your customers the best support possible. There’s lots of call center software you can use to support your team. One of these is the cloud-based solution from VICIdial.
Let’s look at a few call center software solutions.
What Is Call Center Software?
Modern companies manage many types and sources of communication. Utilizing them effectively is key to excellent customer support. Call center software allows businesses to manage communication channels. Channels might include instant messaging, social media, SMS text, and live chat. The software also provides telephone and email communication.
Call center software is available in many forms. It comes with a range of functions. Features often include auto-dialers and call accounting solutions. Call center monitors, predictive dialers, and automatic call distribution also play a part.
Types Of Call Center Software
You can use call center software to manage your business customer conversation. It helps you do it more effectively. You can classify it in two ways.
An on-premise call center system is when a business purchases this type of system. It generally comes with an on-time utilization license. Private equipment and branch hardware are typically required. This type of system is the most expert, but also the most expensive.
Cloud-based call center systems are the second type. It’s where hosting for the call center takes place in the cloud. The cloud allows you to access it from anywhere easily. There is no need to download or install the software. Cloud-based solutions are the most affordable.
Call center software streamlines many tedious tasks. It makes the job of a call center agent much more manageable. And far less complicated. Using a system makes customer support more efficient and productive. It allows tasks to be assigned to specific personnel. And provides prompt support of the highest quality.
Other benefits include lower costs and enhanced security. Small remote teams can use it. The software boosts productivity and improves customer ties. It also provides complete flexibility.
A predictive dialer calls numbers automatically. It uses an algorithm. As soon as the software detects a connection, it’s passed to a live agent. The software uses a list of telephone numbers you provide. It can screen out busy signals, no-answers, voicemails, and disconnected numbers. A predictive dialer is also able to slow down calls. It can even stop its outreach. This feature is perfect for times when the call center is busy.
Another advantage of predictive dialers is that they dial many numbers. The ultimate aim is to call the optimum number of leads at the right time. When this happens, your customer agents’ time is utilized effectively. Many companies now offer cloud-based predictive dialer software.
A progressive dialer means agents don’t have to manually dial phone numbers. They are different from predictive dialers. A predictive dialer predicts when an agent is going to be free. A progressive dialer waits for an agent to finish their inbound calls. It then dials the next number in a list. Another difference is that it only dials one number per agent.
Preview dialing is one of the simplest forms of outbound dialing software. You provide the software with a call list. From this list, the preview dialer selects a number. The dialer suggests the number to a customer support agent. The agent looks at the customer record. Then they decide whether to call the customer.
What Is VICIdial?
VICIdial is an open-source contact center platform. It has customers all over the world. Businesses of all shapes and sizes use the software. The software is used across the broadest range of industries. The customer service experience and sales generation are greatly improved.
The group offers an extensive range of features. Outbound calls predictive dialing and inbound ACD, for example. Together with full call recording and email handling.
Via a Unified Agent Screen, users handle outbound and inbound emails. Phone calls are also included. They can participate in website customer chat sessions. The most significant benefit is that all this takes place via one screen. There is no need to have multiple screens open. Agents don’t need to change the view from one to another. There are no complicated configurations. This means it’s usable instantly.
It is an open-source platform. Customers can access the system and see how it works. If you need to make any adjustments, they can be done quickly. Users can even log into the system from remote locations. Another benefit is that there is no vendor lock-in policy. It’s also completely free to use.
New features and updates are added nonstop, which is another benefit. New features are often added for a particular client. These features are automatically available. All users can use them.
How Does It Work?
The software interacts with the Asterisk Open-Source PBX phone system. Customer service agents use an interactive interface. The web pages work via a web browser and provide real-time information.
Management of the system is also web-based. Users can view many summaries. Real-time reports, agent settings and options, and detailed campaigns are offered.
How Much Does It Cost?
There are no per-user license fees. It is free for anyone to use. The company makes money from a hosted service. Paid support is also available. Users access it through The VICIdial Group. In 2007, the company launched its support. It provides commercial support for users of the software. It is responsible for maintaining the open-source project. Support is currently offered 24/7 to customers across the globe.
Training on using the system is available. The company provides from-scratch installation documents. These are available in both English and Spanish. Also available are regular training programs for managers. Administrators and installers have their own training. On-site training is another option. The cost of which is on a per quote basis.
VICIdial can tailor its training sessions to a company’s specific needs. Training days can take place at your company or a location nearby. Included in the training price will be computers for participants. All necessary training materials are provided.
Take Your Customer Service Experience To Another Level
VICIdial has so many benefits. It’s no wonder the company has customers all over the world. Call center software systems allow you to streamline your customer support. It takes your company to the next level. It is one of the most complete systems currently available.