Remove contact center solutions Remove CRM Remove Interactive Voice Response Remove Knowledge Base
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8 Types of Software Every Call Center Needs

Global Response

Our favorite call center software platforms include: Five9 Genesys Zendesk LiveAgent Platforms can provide basic solutions with call center software —allowing agents to handle inbound and outbound voice calls—or can provide robust contact center solutions for omnichannel support with AI assistance, knowledge bases, and more.

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Abandon the Status Quo Now

Enghouse Interactive

Yet, even after having fully integrated Teams with an advanced omni-channel Contact Center solution, there are significant opportunities to further enhance a contact center’s ability to engage with customers. IVR / Mobile IVR / Chatbots / CRM integrations. Knowledge Bases.

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IVAs: Using AI to Serve Customers and Contact Centers

DMG Consulting

IVAs—which are powered by sophisticated underlying technologies that enable them to simulate cognitive reasoning and respond to human beings in a conversational manner in phone and digital interactions—support omnichannel environments so customers can start in one channel and move seamlessly to another.

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Customer Success Management: An Essential Guide

JustCall

When implemented correctly, CSM can: Preserve and increase a company’s revenue Increase customer advocacy Drive profitability as well as growth More importantly, customer success software can seamlessly integrate with your company’s existing CRM/help desk/social media management software to provide an in-depth view of the customer.

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Better Together (Blog#3)

Enghouse Interactive

By providing quick access to standardized responses, customers can minimize their downtime, dealing with their problem when it’s most convenient for them, minimizing the need for live agent transfers. This works even better when also integrated with a knowledge base, providing customers with quick reference guides or solution templates.

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Empower Customers With Self-Service Blog #2

Enghouse Interactive

In addition to supporting your online web-tools and FAQ, there is also the opportunity to look at establishing a centralized repository of more detailed, specific or even highly technical information that is accessible by customers, contact center agents and technical personnel. your FAQ on steroids.

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BPO Call Center: How to Outsource (And is it Worth it?)

Babelforce

Having clear support documentation, such as a knowledge base, will help. BPO call centers let you provide this help at a low cost. Provide CRM and payment software access so they can process purchases. Using modern contact center solutions can provide many of the same benefits. Ordering support.