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In the past couple of years, the internet has changed incredibly. There has been
tremendous progress, and many people have benefitted from the advancement of
internet technology. One of the industries that is significantly affected by the changes is
the Call Center industry. This industry improves its customer service delivery, employees’
productivity, reduces the operational expenses, and even enables foreign workers, and all
these changes happened because of technology advancements. Because of these changes,
the Call Center industry is making it to the top of the list in some countries GDP’s and
recognized all over the world.
One important key why the industry is succeeding is the use of “Customer Contact
Management Software.” Every Call Center office has tried some of the most
incredible customer contact solutions that help them provide excellent customer service
to its consumers. In fact, a high portion of its success depends on its programming.
The software is aiding Call Centers in providing real-time solutions for their consumers. By
this, the experience of consumers are getting better, and a content consumer is good for
the business. It also helps in keeping track of the employees’ work and other advanced
features. However, it still depends on what customer contact solution is a call center
using. To help you decide which one to use, in no particular order, here gathered the:



It was the year 1999 when Salesforce began, and since then, it is one of the leading brands
in providing solutions to the Call Center industry. Salesforce has a very user-friendly
design which is easy to navigate. That is why many have chosen it; even small businesses
are using it. Salesforce has a lot of helpful features like automated call center reports,
advanced sales and marketing functionality, social networking, software updates, etc.



A year before Salesforce went public, NetSuite came up. Just like the first one, it has an
excellent interface which makes it easy for the user to navigate it. NetSuite has an

eCommerce feature which helps in tracking the clients’ information which is an advantage
to the business. This particular feature is available in NetSuite, and it helps the business to
gain potential consumers.



Just like the first two, Maximizer CRM has a great interface too, which is easy to navigate.
This solution is ideal for the Call center industry because of one of its features which
enable the business to keep on tracking its consumers and who handle them. You can also
create email campaigns to send out to your target market.



It was just recently, in year 2012 when CallShaper started, but the software has been in
the market for many years. It is also easy to use like the first three customer contact
solutions above and ease of use is vital to the employees so they don’t get easily
distracted with a complex interface, especially if virtual. It provides real-time and accurate
reports which is essential to the Call Center operations. One of the best features of
CallShaper is superior lead management which is helpful in improving the customer
relations. Unlike many of its competitors, CallShaper was designed from the beginning
with input from Contact Center Operations personnel which provided CallShaper with
winning combinations and features that Operations departments (without needing an IT
department) were craving for, absent in many other similar solutions. With monthly
licenses and no long term contracts, one can easily ramp up or down with seasonal
influxes and instant client demands.



It is a solution which is basically focus on sales and marketing. One of the strongest
features is email marketing which aims to convert target market to consumers. Most of
the home-based call center set-ups are relying on this solution as it is also compatible with
smartphones and tablets. No worries, employees’ works can easily be tracked without a
physical office if your call center is a virtual setup; it is very ideal.



In the year 2001, Infusionsoft was born. It has an eCommerce tool which track what your
clients’ necessities. It is ideal for business that are focus on eCommerce, especially for
online shops. Since it is focused on sales, it also includes email campaigns which aim to
generate loyal consumers. However, the interface is not so easy to use but you can find a
lot of support to ease of usage.



When talked about support, OnContact provides solid and unlimited support. The
interface is also user-friendly and one of the features of the design is the split screen view
which is helpful in viewing important information at once. It also enabled users for realtime file sharing which is very useful especially in providing transparency of the
consumers’ records. A user can make calls and email campaigns inside the system.



It is easy to use too but the dialing tool is a little bit complicated to use. It provides strong
Social Media tools which is also essential in building the business. It also enables email
marketing and helps in tracking your clients’ necessities. Just like OnContact, it also has a
split screen view which is helpful in multi-tasking. One of its best features is its generation
of reports, a feature that is vital to the Call Center industry.



In the year 2004, SugarCRM started. It works best with smartphones and tablets so one
can work remotely. It enables employees to have file-sharing which is important in a Call
center office especially if there are several employees which are handling a single account.
An employee can also upload documents to the client’s profile which makes it easier to
access later, if needed. However, you cannot make a call inside the system as a dialer is
not available in SugarCRM.

Ten years ago, in year 2007, Workbooks CRM was founded. Unlike most CRM, it is not easy
to use for first times but after some trials, it is easy to learn how to use it. One of the best
features of this solution is you can track your competitors’ progress. Yes, it is possible!
Aside from it, you can do email campaigns, generate reports, etc. However, there is no
feature that keeps track of the employees’ progress.
In choosing a program, take note of some considerations such as ease of use, real-time
solutions, file-sharing, employees’ tracking, cost, speed, dialer, email support, chat
support, and compatibility. Whatever you choose, for sure, your Call Center office will
benefit from it.


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