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cloud based call center solution

Software Saves The Day When On-premise Solutions Come Up Short

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McKay Bird

Chief Marketing Officer

New technical developments in call center management have made it possible to overcome many of the challenges that were previously considered inherent to the business. The modern call center’s needs have outstripped what traditional, on-premise solutions can offer in order to stay competitive and keep their clients happy.

But with the help of a software-based system, it’s easy to gain an edge and stay ahead of the competition. Let’s take a quick look at some ways that software solutions are solving old problems in new ways.

IVR & IVM That Work

Traditional on-premise interactive voice response (IVR) and interactive voice messaging (IVM) have a long history as the butt of call center jokes. Clunky, inflexible messaging and unresponsive voice recognition have made some managers hesitant to deploy automated interactive systems. Nothing escalates a situation involving an unhappy caller faster than being caught in a loop with a robotic attendant that can’t understand them.

The very flexibility that on-premise solutions lack can be found in a cloud-based solution. Cloud-based IVR built on reliable call center software offers superior scalability, lowers costs, and adds a level of redundancy that would be cost-prohibitive to maintain on-premise and ensure your system runs effectively 24/7.

These cloud-based solutions offer unparalleled ease-of-use that make them an obvious choice for call centers trying to keep costs down and customers happy.

Powered-up Predictive Dialers

Predictive dialers can vastly improve the efficiency of a call center, but on-premise systems can be complicated and costly to maintain. Maintaining in-house, specialized IT staff or scheduling staff trainings can become expensive quickly.

Furthermore, without web connectivity, it can be challenging to update the information within the dialers, requiring you to allow for downtime whenever changes or updates have to be made.

In a five-year period, web-based dialers can save companies more than $8,000 in set-up and maintenance fees. Setting up a software-based dialer is fast and easy, and updates are simple to make as needed.

Predictive dialing software cuts down the wait time between calls and increases the total call volume performed. They also increase the right-party-contacts (RPCs) as well because an agent is not connected unless a phone is answered. All of these advantages add up to improved efficiency and lower operating costs.

Amazing Analytics

Without software at the heart of your call center, the task of gathering together data to perform any kind of analytics can be daunting. Organizing all the information you collect — or deciding what information to collect — can easily overwhelm even the most capable call center. What everyone can agree on is that there’s valuable information hidden in your data, and if you can access it, you’ll have the competitive edge.

Carly Fiorina of Hewlett Packard said it best when she said, “the goal is to transform data into information and information into insight.” The process of gleaning actionable insights from the broad pool of data available to a contact center is best managed through software.

With a powerful centralized system in place, your data can be automatically sorted appropriately and transformed into easy-to-understand charts and diagrams. A strong software solution can even find trends that you might have missed, helping you find the edge you need to pull ahead of your competitors.

For more information on how to work smarter with business intelligence solutions for the modern call center, check out our Top 10 List When Considering a Cloud-Based Contact Center Solution whitepaper.

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