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What Can New Call Center Software Do For You?

What Can New Call Center Software Do For You?

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Spencer Peterson

Public Relations Specialist

A lot has changed within the call center industry. One of the biggest changes has occurred within the software that is used to run the systems. 

Many call centers use large hardware systems that require specialists to install and maintain regularly. When updates are needed, new hardware is also required and costs additional fees for installation. For these reasons and more, call centers are largely switching to cloud-based solutions for their software needs. 

Cloud call center solutions have many benefits such as:

  • Improved return on investment (ROI)
  • Reduced overall costs
  • Enhanced consumer experiences
  • Better reporting
  • Built-in compliance
  • Increased scalability
  • A greater user experience

When looking at upgrading and changing systems, businesses often focus on the ROI. When it seems difficult to justify paying for new systems, the old hardware is put up with and so are all of the drawbacks. The two main drawbacks to on-premise hardware are the lack of flexibility and the high cost attached to the hardware including the installation fees, maintenance, and troubleshooting. Cloud-based systems free up office space, eliminate hardware costs and improve flexibility in regard to the number of seats, location of agents, and even the function of the software.

While cloud call center software is better than traditional hardware, not all software is created equal. Cloud software should reduce your overall costs by allowing you to pay only for what you use. Many systems have pre-made plans that are inflexible and force you to pay for services that you may not need or want. Flexible payment options allow call centers to pick and choose what they pay for, allowing for lower overall costs.

With the tethers of on-premise hardware cuts, call centers have the freedom to better serve the consumers. Cloud-based software is highly adaptable. Because additions can be made with little or no downtime, call centers do not lose any sleep or work hours due to upgrades or changes. If your call center needs new IVR or Voice Analytics solutions to improve consumer experiences, those updates can be made seamlessly and quickly. 

Sometimes it can be hard to see how your call center is doing or what your consumer sentiment is. New reporting and analytic software can provide real-time insights into your business’s growth, weaknesses, and consumer preferences through an integrated Business Intelligence solution. 

Keeping your data organized and your consumers happy is essential to your success, and so is compliance with industry regulations. The flexibility of cloud software extends to the changing legal regulations that put restrictions on call centers. Built-in compliance makes it easier to avoid non-compliance penalties and simplifies the process of compliance audits. 

It can be difficult to remain compliant, especially as your business grows. Cloud call center solutions are as scalable as your business. As your call center grows or shrinks, cloud software can adjust to the fluctuations and adapt to changes as needed. Old hardware would require the purchasing of new hardware that might not pay itself off if a sudden decrease in calls occurred soon after. 

While the satisfaction of consumers and increase in profitability are major benefits of upgrading your call center software, the user experience is one of the most important things to consider when shopping for new software. Agents and managers should be able to intuitively use your software. If the workforce struggles with the new system, your ROI will struggle as well.

TCN provides affordable cloud-based call center software to call centers worldwide. Request a demo to learn what benefits you can take advantage of with a new call center software.

Explore all the features of TCN’s call center software