In the contact center business, change is always present. New client? Great! New program or product? Exciting! But for small businesses and large enterprises alike, efforts to outsource agents, expand to new geographies or open new contact center can represent daunting change, putting a real strain on both people and technology—especially technology. Why is this true?

Let’s face it: contact center systems are complex. They support a varied range of business and communication functions, and depend on multiple technology layers. Applications, softwares and tools, often sourced from multiple vendors over different time frames, may not play well together, resulting in inefficient, cumbersome overlaps and gaps in functionality.

What is a contact center?

Before we tackle contact software solutions, let us first define a contact center.

A contact center is a central point in an enterprise from which all customer contacts are managed.  The contact center typically includes one or more online call centers but may include other types of customer contact as well, including e-mail newsletters, postal mail catalogs, Web site inquiries and chats, and the collection of information from customers during in-store purchasing. A contact center is generally part of an enterprise’s overall customer relationship management (CRM).

The Solution – Voicent’s Call Center CRM

By eliminating the delays associated with internally managed systems, a contact center software can cost-effectively add functionality, boost capacity, change processes and tap new or changed data sources precisely when they need to. A business can deploy agents or even establish new contact centers with unprecedented speed, on a pay-as-you-go basis that benefits businesses of all sizes. What do you gain? Maximum agent productivity at all times, lower costs, and the ability to seize market opportunities that might otherwise have been lost.

Voicent offers a contact center software proven to deliver sales force automation and other software solutions for your business.  Great for helping organizations identify and better understand customer needs by keeping track of customer interactions and displaying them right at the point of future contact.  Voicent Call Center CRM is also good for providing a professional and credibility-enhancing contact experience for prospects and customers.

Saves call status and customer choices (such as opt-out) automatically. You can personalize design and managing various marketing and sales campaign. There is automatic sharing of customer contact information among different agents of an organization. Thus increasing organizational intelligence and efficiency and serving your customers better.

Make your services easy. Allow your agents and employees to deliver fast and effective customer service by providing your agents with real-time context and the right tools for collaboration. Voicent contact center software, allows you to enhance and personalize all of your customers’ experiences.  How can this be made possible? Simply by sharing details like customer history and screen pop data across contact all channels.  Voicent software are capable of doing this stuffs.  You don’t even have to worry on the number of your employees and regardless of their locations, assisting your customers and prospects through their preferred contact channel are made easy.  You are always sure that you are equipped to deliver the right customer experience every time. Simply powerful!

As your business moves fast, so does your contact center! So, how can you be prepared for this?  Voicent contact center software enable your business to deliver a integrated and highly personalized customer experience that nurtures long-term loyalty from your call center, to the web, social media, mobile apps and in-store. Take control of this complete, contact center software solution from Voicent to match customers with the most appropriate resource every time they contact you.

Voicent Call Center CRM

The main reason why you get contact center software is to improve customer satisfaction.  Using Voicent Call Center CRM, your agents are prepared to identify and better understand customer needs.  This is achieved by keeping track of customer interactions and displaying them right at the point of future contact.  Also keep track of historical record of same situation for future purposes.

Another good feature with this contact center software is that there is an automatic sharing of customer contact information well distributed to all agents of your organization.  This helps your agents to have a great look on your customers.  This also increases your employees overall intelligence and efficiency.

With this software, you can design and mange numerous sales and marketing campaigns, propositions and solutions by saving call status and customer choices.

Ease of use

Download and install Voicent CRM. Next make sure to enable it from the Voicent Gateway. Once enabled, it will now run in the background.

You can now do the following from the Voicent CRM menu window:

• Create, edit, and search customer information.
• Import customer profile information.
• Create inbound/outbound campaigns using IVR Studio, BroadcastByPhone, AgentDialer, BroadcastBySMS, or BroadcastByEmail.

How do you describe success? Obviously, success differs greatly to different people. In most cases, success is a measure of money, when you are rich that means you are successful; this only signifies that one’s effort have generated wealth.  But for some, it’s totally different.  They are maneuvering life that achieves its goals while enjoying the trip along the way. Meaning to say, being happy with what you have today as you are on the process of getting what you want in the near future.

A man once told that “whatever we may wish to do with our future endeavor, we can make it because it gets dark sometimes, but eventually morning comes always”.  This are simple words from a humble man that believes that lifelong learning and exploring are key factors in moving towards success.

So whether an owner or an outbound call center agent of an outbound call center, even with how small the outbound call center is or whatever it is that you do, never stop learning. If you have a goal in mind that will bring you the happiness you’ve been wanting, don’t hesitate to start the journey to achieve it. Start your path today and act out your dreams.  And if you’ve already begun, consistently re-connect with your dream and make sure you strive hard toward your goals until you reach your destination and believe in yourself and do not let anybody stop you from reaching them.

Tools that will help your success

Again whether you are the owner or an agent of an outbound call center, you need tools in order to achieve your success.

As an owner of an outbound call center, you need products that meet the needs of the new generation of VoIP-based call centers. Thus eliminating your company’s costly overhead such as hardware acquisition and maintenance, automatically monitoring and managing resources to meet regulatory requirements and campaign goals.  Voicent provides you with these solutions.  You can save a lot of money on your phone using Voicent products.  Now you have the ability to choose the phone service that offers you the best rate.

Voicent can be integrated with most VoIP services and is very scalable.  Voicent’s intelligent software, user friendly design, and affordable price make it a good solution for most start up and small businesses.  All Voicent software is one-time payment, buy it once and own it for life.  Now, that’s a very good deal!