When a business depends on strong communication between itself and its clients it is important to have the kind of call center solutions in place that can handle the heat of the real world. The prehistoric days of switchboards and wires are long gone, and the new realm of digital technology has stepped in. The modern-day call center has the capacity to accommodate virtually any business that has a high volume of both incoming and outgoing calls. Whether it is a customer service portal or a cold calling telemarketing establishment, call center automation is both possible and affordable.
Cloud Hosted Call Centers
A cloud-based call center is a platform that houses the epicenter of a call center amidst a series of servers and points throughout a span of networked technologies. Working with cloud call center software and hardware provides the ability for a manned call center to be worked at from anywhere in the world that has an internet connection.
Advanced, server-based software does most of the grunt work of the center by allowing users to log in and work from remote places. The platform works as a virtual office that grants access to users and administrators in order to facilitate specific roles within the platform.
High-quality software will have substantial room for customizations that will allow for the unique needs of the business as it carries out the daily workload.
The cloud-based server environment provides lightning speed with high-level security functions. A stand-alone server is much slower than a cloud of servers because it has much more work to do in order to transmit information from one place to another. With cloud-based technology, the workload is balanced out over multiple powerful servers that are equipped with super-fast hardware that is built to work with cloud technology.
Highly advanced call center technology that works from a cloud platform has the capacity to alleviate the jam-packed call center hubs and office buildings then replace them with powerful workstations that workers can work from home in. It is because of cloud-based functionality that businesses were able to stay active throughout the pandemic.
Interactive Voice Response
One of the hottest services that are available on the market today is the IVR solution. Most people that have ever called a company for customer service have experienced IVR in one way or another.
The most common way that companies put IVR to use is to implement an incoming call scenario where an artificial intelligence-powered platform can interact with the caller and send them to through to the proper channels based on their needs. For example, the caller will call into a number that is answered automatically by an IVR system where they are greeted by a short description and a menu to choose from.
In the old days a person would have to press a button in order to prompt the call to go to the next step in the process, but today all the caller has to do is verbally answer the question that the software asks. Much like the personal assistant software that is in most smartphones today, the IVR software interacts with the callers and helps them to get the answers that they are looking for.
The software will ask a question such as “is this call regarding customer service, technical support, or account information?” The caller will answer the question, and the software will patch the call towards the next step in the procedure. The end goal is to get all of the questions that the customer has answered in a prompt and professional manner.
Many customers will not have the need, or desire to speak with a live agent. In this case, there is space for recordings with detailed information, or software prompts that provide account balances and other details of an account.
The most amazing thing about this type of software is that it has the ability to actually communicate with the caller on a level that is higher than ever before. The robust functionality of software combined with the super-smart precision of artificial intelligence creates a user experience that leaves the customer satisfied.
Tracking and Documenting
Because of the highly advanced construction of the software/hardware combination of high-quality call center solutions, all of the tracking and documenting necessities for businesses are built into the platforms.
Phone conversations between customers and agents can be recorded according to the regulations of the business. Each call will be logged for time, length, and context. In addition to the voice call, an agent will be logged into the platform where their activities can be monitored and recorded for management to view.
Software platforms that are built for call center use can be versatile enough to accommodate most business structures, allowing companies with various types of communication needs to use the software in a manner that works best for them.
Conclusion
Call center platforms are continually evolving and progressing. Although people may be fearful that AI will take their jobs, technology is only a supplemental value that helps businesses get the most out of their workers.