The best contact center software for your needs

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Contents

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Contents

Contact centers vary widely to suit the needs of a wide range of businesses. A customer-facing company and business-to-business (B2B) sales will have different needs from a contact center. Similarly, a large company with many customers will require greater resources than a smaller one. 

 

Call centers were the predecessor to contact centers. They were pretty standardized for a long time. Customers called a number and were routed to a customer service representative. Today, customers want more options than simply calling a phone number. Omnichannel contact centers respond to this need by giving customers more options. 

1. What is an omnichannel contact center?

An omnichannel contact center works like a call center, except the customer can also communicate with customer service representatives through various means. Contact center software uses omnichannel routing to put the customer in touch with a representative via the means of their choosing. These usually include a phone system, chat, email, and video calls. Like a call center, a contact center may use interactive voice response for the opening menu. Sometimes customers access information on their own in a customer-facing knowledge base or interact with a chatbot based on social media platforms like Facebook messenger In any case, omnichannel contact centers are designed around the principle of adding more lines of communication. 

Contact center software
Today, contact centers give customers more options than simply calling a phone number.

2. 5 essential contact center technologies

2.1. Video calling

Video calling is an essential technology in a contact center, as it is a core differentiator with traditional call centers. The representative can interpret body language and other non-verbal communication cues through video. Additionally, omnichannel contact centers enable customers to show something to the contact center agent on camera or share their screen. ViiBE makes video calling even more accessible thanks to its download-free web app. With a simple web link, customers can connect to a representative on nearly any device. Since ViiBE is based on secure WebRTC technology, the customer must approve requests to access a camera or share their screen. 

2.2. CRM

Customer Relationship Management (CRM) software helps centralize the marketing, sales, and after-sales services related to products. It allows a company to follow the sales process more closely, keeping track of sales leads. A CRM can track who a customer interacted with and their overall satisfaction. This capability makes it easier to perform service recovery if the customer was unsatisfied. ViiBE integrates with the ticketing systems of many common CRM platforms, including Zendesk, Salesforce, and Microsoft Dynamics.  

2.3. Co-browsing

Co-browsing is becoming more and more common for online, pre-sales services. With co-browsing, the customer service representative can follow along while the customer browses a company’s website on their computer. The representative is there to answer any questions and respond to any concerns the customer might have. WebRTC technology allows the customer to share their browser’s screen without allowing access to their computer. With co-browsing, companies can give a customer experience close to in-person retail while the customer shops from the comfort of their own home.

2.4. Knowledge Base

A knowledge base is a place to organize information centrally. This central location allows representatives to access important information while doing their job. At a moment’s notice, the information can be updated to ensure that they are always up-to-date. This possibility allows a representative to find customer information and updates to company procedures quickly. ViiBE integrates a cloud-based knowledge management system into its web app. In ViiBE’s knowledge base, you can store the video call, share photos and documents, and whatever else your company needs. When a customer calls for a second time, the ticketing solution can store the call under a single ticket, making it faster to access past customer call data.  

2.5. KPI Tracking

A contact center needs to keep track of its performance. Key Performance Indicators (KPIs) exist to measure the performance of individual employees or contact centers as a whole. ViiBE sends a quick after-call survey to measure KPIs like first call resolution (FCR), net promoter score (NPS) in real-time. It also tracks how often you have to send someone onsite, so you can measure precisely how much ViiBE saves you on travel costs. These features are all designed to give you a better grasp of what’s going on. 

3. The benefits of cloud-based contact center solutions

Today, contact centers are moving towards more flexible software solutions. ViiBE can work with existing hardware or allows you to create a virtual call center with employees scattered around the globe. ViiBE works on nearly any internet-connected device with a camera. ViiBE prioritizes quality audio and saves the video in original quality for future reference when your connection is bad. Its cloud-based knowledge base gives you the freedom to access information from anywhere. Like ViiBE, many CRM solutions are also moving to the cloud. That has made it possible to run much of your contact center in the cloud. 

 

Besides the geographical flexibility, cloud contact center solutions have some other advantages. They are constantly updated without the need to download software. If your computer or other hardware fails, you don’t have to fear losing your data. Just reconnect on a new device and pick up where you left off. Finally, cloud-based solutions offer customization on a new level. You have the choice between multi-cloud and private-cloud solutions. Whether you’re using the cloud for storage, software, or technical applications, there is a wide array of providers available. 

4. Conclusion

Each company’s needs are unique. When it comes to remote assistance, ViiBE’s advanced features can adapt to many different use cases. From CRM integrations to expertise call routing to virtual contact center solutions, ViiBE has something for everyone. Built on the principle of omnichannel contact centers, ViiBE allows you to interact with customer support agents via live chat, audio, or video. Customer service professionals and repair service teams alike have implemented ViiBE in the real world, creating many success stories. 

 

When choosing contact center software, consider using ViiBE. Unlike traditional contact center software, ViiBE’s cloud-based solution is easy to set up and get running. There’s nothing to install and no need to purchase special equipment. Get ViiBE and discover how remote assistance has never been easier. 

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