Do I Really Need a Contact Center Solution?
You want your customers to have a great experience when they call you, but have you taken the appropriate steps to make that happen? The easiest way to ensure a happy experience, is by installing a contact center solution.
But how do you choose which one? There are hundreds of solutions on the market. Here are some of the most useful and common features available in contact center systems. The best method to determine the right solution for you is to identify features in three categories – Must have, Nice to have, Unnecessary.
Some basic features can make a big difference when it comes to running a contact center. Here are some of the most useful and common features available in contact center systems:
Omnichannel
One system of engagement and
intelligence for voice, email, social
media and chat.
Speech analytics
Capture insights that lead to
better interactions and more
efficient agents.
Security and compliance
Protect privacy and meet the
requirements of FISMA, HIPAA and
many more.
CRM integrations
Native CRM or integrate
with Salesforce, NetSuite, Zendesk
or Dynamics.
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