Inbound Call Center Software Solution

A call centre software is a system that provide businesses with the ability to manage multiple communication channels like phone, e-mail, live chat, instant messages, SMS, social media. It comes in various forms like ~Automatic Call Distributor(ACD) ~Interactive Voice Response(IVR) ~Computer Telephony Integration(CTI) ~Predictive Dialler ~call analytics ~Call Accounting Software ~Call Centre Monitoring A firm must implement such a software which proves to bring out the best from its call centre. TYPES OF CALL CENTRE SOFTWARE There are hundreds of different call centre software in the market across the globe and each of them have their own respective pros and cons. Thus, it becomes crucially tricky to choose the best one for an enterprise. One must opt for the call centre software which fulfils the criteria of the features one expects out of it. Here are the four most common call centre software which provides the company with all its requirements fulfilled.: 1. ON- PREMISE CALL CENTRE SOFTWARE One of the most commonly used call centre software is on premise call centre software. For most of the âÂÂÂA ÂÂÂA self-doersâÂÂÂA ÂÂÂA out there, an on-premise call centre software is the appropriate option. It refers to the age-old landline phone systems with local routing servers installed in your office. It provides the call centre with a whole control over the system. But it comes at the cost of actually having to purchase and maintain the hardware and the software. The business needs to curve out the expense of incurring the expenditure of getting the whole system physically fixed and maintained Pros It gives control over all integrated systems and data as they are all onsite. It is ideal for centralised teams that require their data to be l0cal and have a dedicated IT staff that can maintain and update their hardware, software and infrastructure. Cons This type of system requires costly upfront investments for setting up the whole system. It is also a pretty outdated. The system requires constant upgradation with each new version. It is also not the most secured and privatized call centre solution. 2. HOSTED CALL CENTRE SOFTWARE Another option for the call centres is hosted call centre software where access is granted via a network connection that may or may not run through internet connection. It provides the centre with hosted solutions where the entire system is hosted at an offsite platform except for agent terminals. A firm can also opt a hybrid approach and have some of their infrastructure on premise and some of it offsite. Pros It is a comparatively cheaper system in comparison with on premise solution. But it still requires good investment so are a little expensive than their other counterparts such as cloud based and browser-based systems. Cons Th system has limited scope in reference to integration and customization and require update with every successive new version also lack proper security and privacy. 3. CLOUD BASED CALL CENTRE SOFTWARE Cloud based call centre software solutions are hosted online and are accessible through an app which is installed on the centres computers and mobile devices via the internet. All the data is stored in the cloud and is accessible to the users even when they are offline. It is an advancement over the hosted call centre software. Pros Cloud bases call centre software is often more cost-efficient solutions in comparison with its alternatives as the resources are shared by the users also referred to as multi-tenancy. There is no requirement of a dedicated IT staff as the software is managed by the service providers themselves. In addition to all this, the biggest advantage of a cloud-based call centre software is it requires minimal upfront investment. It is also more dynamic in functioning, comparatively speaking. And finally, it boasts a superior level of security, privacy and is uptime. Cons It is not the most ideal solutions in case of those teams who prefer their call centre software onsite. Also, this format of solution requires update with every new version which could turn out to be pretty time consuming and a tedious process. 4. BROWSER-BASED CALL CENTRE SOFTWARE Last is the most progressive call centre solution. It is an amalgamation of old school style and the new technology. A browser- based call centre software provides call centre software, telephony and all associated call centre features in the computerâÂÂÂA ÂÂÂA s browser and can be accessed via the internet. Pros This solution makes the working of the employs pretty flexible and convenient. the teams have the advantage of accessing the program from any location with the provision of internet services. Therefore, the dispense teams can collaborate with ease, agents can work remotely and managers can stay connected while staying away from the office. It is also a very cost-efficient program as it has multi- tendency, managed by service providers, no requirement of upfront investment. This solution is also the easiest to implement and scale. The entire call centre can be up- and- running in minutes, agents can be added or removed in seconds and the software can be easily customized in accordance with the business needs. They also offer one-click integration with many business tools thus teams can benefit from comprehensive information about their customers in one system. Another major benefit of this solution is that it runs without the need to constant time to time update with every new version of the app as the whole system is run in a browser. No requirement of constant plug-ins and it also ensures utmost security and the privacy remains intact.