What are main features of call center software?

The essential features of call center software are: Call recording Intelligent call routing Call monitoring Omnichannel Call center analytics

What are the benefits of call center software?

Here are the benefits that businesses can get by using a call center software: Good customer service management allows softwares to direct calls based on product category, customer location, and more, to ensure the most suitable agent to receive incoming calls Better reporting capabilities based on sales, revenue per calls, resolution time, case category, and evaluation on a number of calls are another benefit Exceptional customer service, where agents provide relevant information as well as accurate and personalized interactions for each customer

How does a call center software work?

Receive calls from customers (inbound calls) that are automatically distributed among agents with the Automatic Call Distributor (ACD) Create a queue system to better delegate calls received by agents Make automatically recorded outbound calls on the call center software Store all recorded calls automatically using the call recording feature

Why are call center software important for businesses?

Manage customers, even though the number of personnel or employees serving as a call center is limited. Lower costs, increased productivity and efficiency help reduce the cost of the contact center required to manage customer service. Enhanced security, call center software is equipped with end-to-end solutions that work to keep customer and company data completely safe in cloud backups. Helping meet sales or customer service targets, the use of call center software can be tailored to the needs or targets of the company.

How does the call center software work?

Receiving incoming calls from customers (inbound calls), each incoming call can be distributed to agents automatically by the Automatic Call Distributor (ACD). Create a queue system (queue system), which can manage the telephone queue received by agents. Making outbound calls, the call center software allows agents to make outgoing calls which can be recorded automatically using call recording.

The best cloud-based call center software

Deliver satisfaction using powerful inbound and outbound call center software

Drive inbound and outbound telephony by delivering fast, self-serving, and agent-assisted support across all channels.

360° customer overview as soon as a call is in the queue
Provide better experience through an interactive voice response (IVR)
Transfer calls easily to increase team’s effectiveness
Enable seamless collaboration and easy communications amongst team members
Obtain voice recordings for a better and automated customer service experience

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Advantages of using cloud call center software by Mekari Qontak

Comprehensive real time dashboard

Monitor agent and team performance on a wallboard dashboard optimized for screen casting.

Increased customer satisfaction rate

Provide instant and interactive responses for better customer satisfaction.

AI and automation

Meet your customers when intent is clear with personalized IVR and call routing.

Decrease workload while increasing efficiency

Call center software is easily integrated with multiple apps such as Instagram, WhatsApp, Facebook and others. It’s easy to manage them.

Decrease workload while increasing efficiency

Support your team with an all-in-one suite of digital solutions to automate sales and customer service

Consistent optimal agent productivity to maximize service and cost

Full time remote access on all desktop and mobile devices for agents and supervisors
Set call routing to the relevant agent automatically for a smoother customer service experience
Increase agents productivity through interactive voice responses (IVR)

Lack of call transparency and complex workflows lower call conversions

Limited access due to device limitations and cable-route services as opposed with fully remote solutions
Long and incomplete resolutions due to unclear flow of customer service agents and lack of accountability
Customer and prospect dissatisfaction due to unclear route to agents and no quick response

Increase front office productivity now

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Increase satisfaction and deliver happiness

Improve customer service satisfaction with our cloud-based IP PBX telephony solution

A holistic perspective of your team's performance

Evaluate agent performance to improve call center ops based on comprehensive reports, updated on the dashboard in real-time
Easily manage SLA benchmarks within the call center software
Manage interactions, analyze data, and recommend actions real-time

No real-time reporting and analytics resulting in meaningful inefficiencies

Difficulty understanding customer needs due to the absence of customers' information
Results are often not tracked due to lack of analytics
Complicated review of agents performance due to lack of data

Optimize your agents performance

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Better monitoring for better service

Industry leading features to help you create an efficient and effective call center service

Increased customer satisfaction leads to customers retention and loyalty

Use text and speech analytics to identify key events & ensure compliance
Record every interaction across channels without losing data for higher accountability
Get valuable insights with custom call center reports and dashboards

Customer dissatisfaction causes declines in retention and loyalty

Compliance is handled manually leading to errors and legal hurdles
Low rate of accountability due to the absence of concrete evidence of agents performance
There is no centralized database that can help agents understand customer needs

Provide the best service for your customers

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What is call center software?

Call center software is an application to manage customer relations by telephone calls in an effective and efficient manner. The call center software is supported by advanced features such at the Automatic Call Distribution (ACD), the Interactive Voice Response (IVR), routing agents and many more, in support of existing call center services.

Choosing a call center software is paramount to improving the quality of customer service in your company. Mekari Qontak’s call center software is easily integrated with various other softwares to support customer service activity. Additionally, Mekari Qontak’s cloud-based call center software is accessible anywhere, including smart phones and other portable devices.

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CRM Call Center is call center software that is integrated with the CRM system. It saves incoming and outgoing calls automatically.

CRM call center allow businesses to monitor customer support teams’ performance. It is because all interactions with customers are stored in one database, including the activities of the CS team.

On the other hand, interaction history also makes it easier for the CS team to understand customer needs. It’s easier for them to convert customers via telemarketing CRM.

No, it’s different. The key difference is that a call center is focused on resolving customer queries; it is a subset of a BPO company and usually involves only phone work. Meanwhile, a BPO company performs back-office tasks for any business like customer support or accounting functions, whereas a call center company handles just telephone calls.

Call center representatives are responsible for responding to every customer call, listening to customer problems, and solving them. Representatives also have to make sure customers get the help they need quickly through inbound and outbound phone conversations with them.

A point of contact (POC) is the individual or department responsible for communicating with the customer. They serve as information coordinators and organizational representatives in an activity or project.

Their role is to maintain better customer relationships. POC also helps to increase brand awareness and visibility in the market.

The essential features of call center software are:

Call recording
Intelligent call routing
Call monitoring
Omnichannel
Call center analytics

Here are the benefits that businesses can get by using a call center software:

Good customer service management allows softwares to direct calls based on product category, customer location, and more, to ensure the most suitable agent to receive incoming calls
Better reporting capabilities based on sales, revenue per calls, resolution time, case category, and evaluation on a number of calls are another benefit
Exceptional customer service, where agents provide relevant information as well as accurate and personalized interactions for each customer

Receive calls from customers (inbound calls) that are automatically distributed among agents with the Automatic Call Distributor (ACD)
Create a queue system to better delegate calls received by agents
Make automatically recorded outbound calls on the call center software
Store all recorded calls automatically using the call recording feature

To set up the call center software, you must sign up for a free trial or paid plan with Mekari Qontak. Next, you need to transfer your new or existing business phone number. After that, Qontak will configure the software the way you want it for call management. Part of the configuration may also include integration with other tools your business uses to provide customer service, such as CRM, help desks, ticketing systems, WhatsApp API and more.

One of the best call center software providers is Mekari Qontak due to its end-to-end IP PBX call center technology and open APIs.

Mekari Qontak offers a complete IP phone solution to serve customers for all types of businesses. Integrate the call center software with other omnichannel solutions connected to a CRM.

Main features include: mobile access, ACD, IVR, PBX system, agent routing, VoIP, inbound and outbound wallboard, agent routing, dedicated support, omnichannel integration and more.