Which Software is Used in BPO?

Call centers using contact center software have become a great need of businesses ever since organizations have started to take the importance of customer experiences seriously.

Understanding the need for improved quality of customer interactions leads to the crucial decision of choosing the right customer relationship management software and contact center systems.

customer relationships

How you handle customers will define your business and determine your success over time. Depending on how the system is deployed and processing of communications, call center software can be classified into two main types:

  • On-Premise Call Center Software Solution

On-premises software normally requires installation of special, private branch equipment and hardware that requires dedicated team of professionals for maintenance and upkeep. These software solutions are the most professional choice for call centers, and the most expensive. These are normally purchase with one-time utilization license.

  • Cloud-Based Call Center Software Solution

Cloud-based software solutions do not require any special hardware or equipment installation at the call center as these are hosted in cloud. These software solutions are accessible from anywhere without needing to install or download the software. The cloud-based call center systems are the most affordable choice.

CRM software is vital for managing customer relationships and is often integrated with call center solutions to provide companies with in-depth views of customer behavior and data alongside service interaction records.

Does Google have Call Center Software?

Google’s Cloud Contact Center AI has been Generally Available (GA) for the last two years now. This technology seeks to automate a lot of processes and create ease for humans, by removing redundant tasks from their routines, however this topic is still open for debate. There have been many arguments over this with several opponents strongly abhorring the greater evolution of technology, clearly despising its use in everyday life for small tasks.

That said, Google continues on its journey to provide AI-infused solutions. It is focusing majorly on using and offering technology to upgrade the self-service models. By fully integrating into customer support calls, the conversations will be heard and recorded. This enables supervisors to gain a greater insight into employee’s performance and make well-informed decisions.  While focusing on enhancing the customer experience better, the Google Call Center technology will enable the customers to help contact center teams in turning their cost center into profit centers, provide greater customer satisfaction, and bring more business to the call centers.

What is Call Center Solution?

Before we discuss call center solutions, let’s take a look into what a call center itself is. Call centers are support centers for customers, providing a platform to get insights and answers for queries regarding a business.

It normally comprises of several customer service agents who traditionally work from a consolidated workspace, and who are involved in customer interaction over the phone. CRM software can be very beneficial for building and maintaining solid customer relationships when used in conjunction with your call center tools and applications. There are different types of CRM software available on the market, so it's important to consider exactly what tools will be most valuable for your customer interactions.

However, advances in call center software solutions have made remote working quite common and instead of ‘call center’, the more commonly employed term now is ‘contact center’, as agents today provide interaction over more than just the phones. Both call center and contact center solutions help customers reach businesses for support and CRM is also used by companies to organize and analyze customer data for future growth and improvements to operations and sales.

While phone support is considered one of the primary contact center solutions, there are other solutions for customers to communicate with call center support teams as well, such as:

  • Email 
  • Live chat 
  • Social media forums 
  • Text messages

Companies manage their entire business communications, both inbound and outbound customer communications, using these solutions across several channels. Choosing the perfect solution fit for your call center empowers your customer service teams and enables them to have real-time conversations with customers. The different call center software are:

  • Auto-dialer
  • Call center tracking software
  • Call recording software
  • Call routing software (Automatic Call Distribution, ACD)
  • Cloud-based calling software
  • Computer telephony integration, or CTI software
  • Customer Relationship Management (CRM) integration software solutions
  • Help desk solutions
  • Interactive Voice Response (IVR)
  • PBX Phone systems
  • Predictive dialers
  • Reporting tools
  • Salesforce cloud computing
  • Unified Communications
  • Video conferencing software

What is Cloud-Based Call Center Solution?

Cloud-based call center solutions are hosted off-site in the cloud by a vendor in a software as a service (SaaS) arrangement. Cloud-based (SaaS) software solutions do not require any special hardware or equipment installation at the call center as these are hosted in the cloud, making these an affordable choice.

These software solutions are accessible from anywhere without the need for software installation. Users can simply access telephone service with a mobile phone app or a computer app. However, you do need stable internet access with sufficient bandwidth to accommodate all users, with ease. SAP is a software company that offers CRM software and other cloud-based business tools for operational organization and analytics. 

Cloud-based contact centers offer enhanced functionality that goes beyond the limitations of inbound and outbound phone calls, as it offers businesses to manage the customer experience over emails, text messages, and social media forums as well. By adding more customer support channels, cloud-hosted contact center solutions offer enhanced agent productivity. Other benefits of cloud-hosted contact center software solutions include:

  • Quick Set-up and Installation

Cloud contact centers software solutions are quick and simple to set up and install, requiring no specific hardware installation and allowing simple customizations.

  • Lower Set-up and Monthly Costs

Studies show that when businesses switch from analog functioning to cloud-hosted contact center software, they save up to 65%. Cost-savings is another example of CRM advantage for companies looking to smooth operations and improve service and sales workflows. 

  • Ease of Management

While most customers eye other attractive features, ease of management is a powerful business advantage as it enables professionals to focus on their work instead of experimenting with the tool. A cloud contact center is easier to manage for both experienced IT staff and business professionals is a great choice.

  • Monitoring Real-Time Analytics

Cloud contact centers enable simple measurement of every stage of your customer experience, making use of real-time dashboards and custom reports.

  • Security Measures for Neutralizing Threats

Cloud-hosted contact center software protects itself from intrusion and security threats through call encryption, permissions management, and extensive logs. A disadvantage of CRM, Contact Center, and other cloud-based software systems is security maintenance for online data protection. Fortunately, leading vendors offer robust security as an inbuilt feature of these systems for enhanced security and peace of mind while serving customers. 

  • Convenience in Enabling Growth

You can add all the users and calls that you need without having to add any additional wiring or figuring out any complicated configuration.

  • Reliability and Better Uptime

Unlike traditional phone systems, severe weather conditions, network outages, and other hazards have a lesser impact on cloud-based solutions.  

  • Enhanced Customer Experience

Ease in communication offered through cloud-hosted solutions leads to optimized customer experiences.

customer service

What is Contact Centre Software?

A suite of software applications that automate vital contact center processes makes up the entire contact center software powerpack. The Contact Center software enables business organizations to develop and maintain compliance with rules and regulations, control costs, track and enhance customer experience, and develop contact center agents, among other functionalities.

Contact center software has made significant advancements with time and is often among the pioneers in adopting emerging technologies such as artificial intelligence, further enhancing the performance of users.

Contact center software is either hosted on-premises or is hosted in the cloud by a vendor in a software as a service (SaaS) arrangement. On-premises software normally requires the installation of special, private branch equipment and hardware that requires a dedicated team of professionals for its maintenance, making it an expensive utility.

However, these software solutions are the most professional choice for call centers. On the contrary, cloud-based (SaaS) software solutions do not require any special hardware or equipment installation at the call center as these are hosted in the cloud, making these an affordable choice. These software solutions are accessible from anywhere without the need for software installation.

Customer expectations have greatly increased over time, and they want immediate responses and quick action. Customers today don’t compromise on support and expect the agents to present quick solutions and allow access to self-service options.

By making use of contact center software solutions, agents can meet these growing expectations with minimal effort, as long as they have a sufficient understanding of software features and benefits. Some commonly used contact center software solutions are:

  • Automatic Call Distributors (ACDs)  

The Automatic Call Distributor software is vital for contact center operations. These software route incoming calls to agents on the basis of multiple rules such as nature of the issue, agent availability, agent expertise, etc. More advanced versions are capable of routing contacts from digital channels and incorporating additional routing criteria into their algorithms.

  • Call Recording

By making use of call recording software, contact center agents can record, store, and retrieve customer calls for various reasons. The ideal call recording software offers advanced and useful features that comply with applicable laws and business regulations.

  • Interactive Voice Response (IVR)

IVRs are mostly integrated with ACDs, and make ACD more effective based on the information gathered through them. Interactive Voice Response systems greet customers that make calls and enable them to interact with menus that lead them either to the relevant customer service agent or to a self-service transaction. The latest IVR software uses speech recognition, allowing customers to simply speak out their needs and queries.

  • Reporting

Reporting applications allow data-driven contact centers to create their own reports using their top solutions offered with a range of report templates.

  • Workforce Management

Workforce management applications automate management tasks such as agent scheduling, volume forecasting, intraday management, etc., making use of AI-driven forecasting.

What is Outbound Call Center Software?

An outbound call center makes outgoing calls to customers. Therefore, outbound call centers are typically run by organizations’ sales teams who cold call potential customers and tell them about their products, carry out surveys, and conduct market research. An outbound call center software enables the sales team to automatically dial potential customers, reach out to a higher number of prospects and convert enhanced leads.

CloudTalk is a great outbound call center software that is specifically designed to aid sales teams. It works great with the major CRMs and provides virtual contact numbers from more than 140 countries. Besides this, it has a number of attractive features that make it a great choice for tapping new markets and enhancing product sales:

  • Easy and user-friendly interface. 
  • Real-time monitoring and syncing between devices you use.
  • Live coaching to empower your sales call center reps.
  • Ability to compile your own filtered contact database according to relevant criteria.
  • Auto-dialer instead of manual dialing to save and redirect time towards conversations with potential customers. 
  • Power Dialers to improve sales for automating calls and minimizing downtime between them. 
  • Enable campaign managers to make data-driven decisions, track and compare agent performance.

Which Software is Best for Call Center?

Call centers comprise a group of agents responsible for providing human interaction in customer support and answering queries, and registering complaints about the phone, live chat, emails, and social media forums. Call Center Software offers the functionality required for managing customer communications across multiple sources and channels and sources, enabling customer service agents to handle incoming calls, make outgoing calls, and track call metrics. Some of the most popular choices for Call Center solutions across the world are:

  • 8×8 Call Center
  • Avaya Contact Center
  • CloudTalk Business Phone System
  • Dialpad
  • Five9 Cloud Contact Center Software
  • Freshcaller by Freshdesk
  • LiveAgent
  • RingCentral Contact Center
  • Ytel
  • Zendesk Talk for Inbound Call 

contact center software

Which Software is Used for Voice Process?

Voice processing refers to the computerized handling of voice, including voice recognition, voice response, voice store and forward, and text to speech technologies. Voice processing technology has greatly improved over the last few years. With the growing popularity of Internet of Things (IoT) technologies, improving the clarity and quality of speech signals has become crucial for voice-initiated intelligent applications. 

Growing expectations among consumers regarding the reliability and accuracy of voice control applications are driving their fast-paced development and leading towards the expansion of these applications beyond just being a part of smartphone technology.

These intelligent voice-assist applications include smart-home systems, AI voice assistants, smoke detectors, doorbells and intercoms, smart-home tech, home security systems, smart appliances, baby monitors, etc. Some great voice processing software is:

  • Braina Pro

Braina Pro is an amazing voice processing tool that offers more than just basic speech recognition functionality. Apart from its incredible ability to dictate more than 100 languages, Braina Pro makes a wonderful, personal virtual assistant driven by artificial intelligence, and it can set alarms, automate several computer tasks, and update regarding the latest ‘happs’.

  • Google Docs Voice Typing

Those looking for a powerful, yet free dictation tool may look no further than Google Doc’s Voice Typing tool. It’s a great choice for authors and songwriters who need to scribble down ideas quickly and before the thought stream is lost. This tool enables users to type just by speaking in Google Docs. Moreover, users can benefit from more than 100 voice commands for extensive document editing and formatting.

  • Speechnotes

Speech notes is an online dictation tool. It is easy to use and built on Google’s speech-recognition engines. With Speechnotes, users write down texts just by speaking with even more than 90% accuracy.

  • Voice Finger

Voice Finger, just like the name implies, is mechanical coordination achieved through vocal instructions. It is one of the fastest ways to control the mouse and keyboard of your computer system without the use of your hands. Voice Finger was originally designed for people with disabilities and/or injuries, however, come competitive video game players also use it avidly.

  • Windows Speech Recognition

Windows owns a built-in speech recognition and dictation software, just like Apple does. However, Windows Speech Recognition is better in terms of enabling users to dictate and control text on any browser or program.

Which Software is Used in BPO?

A variety of call center software are available, what you choose depends on your business processes, the needs of your customer service agents, and primarily your organization. Some popular BPO software is:

  • Automatic call distribution software
  • Call accounting software
  • Call center scripting software
  • Call queue management software
  • Call scoring software
  • Dial tone multi-frequency software
  • IVR software
  • Speech analytics software

The software most commonly used in BPO is CloudTalk which offers plenty of useful features. CloudTalk enables enhanced efficiency of call center agents and performance tracking. Moreover, it offers:

  • Caller ID – This feature enables the agent to view caller information even before the conversation begins. 
  • Call recording - helps in agent performance evaluation and improving service level.
  • Call statistic – offers information regarding the overall call center performance.
  • IVR -  ensures that clients reach the relevant agent.