Are you on a mission to find the best omnichannel tool for your contact center?At ICR Evolution we have been observing and analyzing the needs of the customer experience sector. Based on our experience, we have created a list of must-haves when selecting a the best contact center software that makes a real difference in customer perception. Channels, routing, integration, analytics and auto dialing are the areas. Keep reading, we’ll tell you much more here!
Channels included
First and foremost: check which communication channels the solution integrates. Telephone, email, live chat, Whatsapp, Instagram, Telegram, Facebook Messenger are essential channels today. If you want to communicate with your customers on the channels they usually use, you should not accept software that offers you less than this.
Automatic call routing
Second, the software you choose should be able to automatically distribute calls and intelligently route them based on your business criteria. That is, each case to the agent best prepared to resolve it. What’s the result? Less time to resolve each contact and more satisfied customers due to the personalized attention received.
Integration with CRMs
In addition, pay special attention to the flexibility to integrate with CRMs. A native integration allows you to manage your communication from the CRM interface, but APIs also offer an integration experience with any corporate platform. For example, our EVOLUTION software can natively integrate with Salesforce, Zoho and Microsoft Dynamics, facilitating the daily work of hundreds of agents around the world.
Analytics to measure service quality
On the other hand, it is essential that the solution allows you to measure the quality of interactions and the performance of the customer service team. Real-time and historical panels provide you with key information for intelligent decision-making. Make live changes and improve team efficiency on the fly.
Automatic dialing
Finally, if you are going to run outbound campaigns, choose software with different dialing modes to boost the productivity of your agents. Predictive, progressive, preview or agentless dialing are the options that you can take advantage of with a solution like EVOLUTION in your contact center. Adapt each outbound campaign to the needs of your audience and your contact center will shine.
Best contact center software in the market? EVOLUTION
Our EVOLUTION omnichannel software includes all of these features and more. If you want to go deeper, contact us so that we can evaluate your case. Speak soon!
