June 9, 2020
Stay in the Know
Once you have determined that you need a better contact center solution, and what kind of solution and the most important features for your particular situation, you’re ready to choose a technology partner. There’s a wealth of information on the internet about the best call center software, but it can a bit overwhelming.
Selecting the Right Technology Partner for the Best Call Center System
You’ll need to carefully compare the different providers – what they can offer in terms of solutions, services, and the overall value proposition. Can they meet your needs and grow with you? The provider you choose should be invested in understanding your day-to-day business and operations so they can help you customize the right solution for your contact center.
The key is to take an honest and comprehensive approach. The best call center software solution for your business should provide you with long-term value and a significant return on your investment. You also want an experienced partner with the knowledge and service to optimize your results.
Noble Systems can help you navigate the process and ensure that you’re making the best call center software solution buying decision for your entire organization.
Better Technology = Better Experiences
Although the exact numbers vary by source, there’s universal agreement that it costs several times more to acquire a new customer than to retain an existing customer. That fact alone makes it critical to consider the ability of your contact center to provide experiences that delight and connect with customers, and to solve their problems in a way that shows you respect their time and are invested in their satisfaction.
Every company with a contact center has the opportunity to create positive customer experiences. The best call center systems can give you the tools you need to efficiently manage your operations and optimize customer interactions. With the myriad of technology solutions available to you, it can be a daunting task to choose the right partner and system. Our Buyer’s Guide to Contact Center Technology can help you determine if you’re ready for a new contact center technology solution and how to find the right partner for your needs.
Even if your current needs are more simple, you’ll want to choose a partner and solution with the sophistication you will need down the road.
Features to Look for in the Best Call Center Software Systems
Call center software vendors offer a wide range of customer contact management tools – from basic features for receiving inbound calls and making outbound calls to more advanced technologies that can help drive productivity, increase efficiencies, and improve customer satisfaction. Figuring out which of these tools are right for your business is a key step in your buying process.
Here are some of the features most commonly offered by the best call center software systems. (Read our blog “Call Center Software 101: Introduction to Customer Contact Technology” to learn more.)
✓ Automatic Call Distribution (ACD) receives inbound contacts in a call queue to send to agents.
✓ Predictive Dialers (Auto-Dialers) use smart algorithms to automatically dial phone numbers from a list.
✓ Call Routing lets you build rules that put customers in touch with the best agent to answer their questions.
✓ Interactive Voice Response (IVR) menus help you direct callers and let them complete self-service actions.
✓ Computer Telephony Integration (CTI) ties together your phone system and your databases.
✓ Robotic Process Automation (RPA) uses artificial intelligence (AI) and machine learning to execute routine, high-volume tasks.
✓ Quality Monitoring and Call Recording let managers review performance to improve quality control and training for better customer service.
✓ Speech Analytics analyzes call recordings and live calls to search for keywords and phrases, providing insights into trends and inefficiency and service issues.
✓ Workforce Management creates work schedules based on activity forecasts, saving administrative time and making sure that the right resources are in place at the right times to meet service level goals.
✓ Employee Engagement increases productivity and reduces turnover by incentifying employees and helping them meet their goals.
✓ Omnichannel adds non-voice channels to the contact center, including email, chat, text, and social sites.
✓ Reporting is a vital to arm your managers with the critical KPIs & program results they need to make business decisions.
✓ Compliance capabilities are mission-critical for keeping up with changing laws while maintaining productivity.
✓ Security is a frequent concern to help combat the risk of data breaches and fraud while protecting your customer information and eliminating risk.
12 Reasons Why Noble Systems Is Your Best Call Center Software Technology Partner
|1. Founded in 1989 … Contact centers are in our DNA.|
|2. Year-over-year Growth & Profitability … We succeed through our clients’ success.|
|3. 200+ Patents … Our company culture drives innovation.|
|4. Service & Support Across 6 Continents … Every day, thousands of contact centers rely on our people & technology to drive millions of customer contacts.|
|5. Over 500 Employees Globally … Noble hires and rewards the best & brightest talent.|
|6. 100+ Awards & Accolades … Best-in-class contact center software that enriches the end user experience.|
|7. Transformative Results … Helping deliver improvements in target KPIs that drive true growth.|
|8. Industry Leading … Market leaders and thought leaders in the contact center space.|
|9. Customer Centric … Your success (and your customers’ satisfaction) are at the heart of our business.|
|10. Safe Choice … Strong customer relationships, stable business structure.|
|11. Tailored Technologies … Flexible systems designed to fit your company’s needs (not vice-versa).|
|12. Future Ready … Continuous innovation to provide the best call center software and stay ahead of a constantly evolving industry.|
Evaluating Potential Providers
When you select a new contact center solution, it’s a long-term decision – one that you’ll typically live with for three to five years. Getting up and running requires sizable financial and personnel commitments and can be disruptive to operations. As an organization, you need to make sure you can support the business case for investing in a new solution and that you choose a partner who helps minimize potential service interruptions. Putting in the time and effort upfront to choose the right partner will pay dividends in the long run.
When you get to a short list of providers, you’ll need to carefully compare them and evaluate their ability to meet your needs and grow with you. The provider you choose should be invested in understanding your day-to-day business and operations so they can help you customize the best call center system for your contact center. Some questions to ask include:
- Will the new solution integrate with your existing technology systems (CRM, ERP, etc.)?
- How quickly can the solution be deployed?
- What kind of service level agreements (SLAs) are provided? Will their support teams be available 24/7/365?
- How frequently are program updates made or new features added? How does the provider minimize potential downtime when updates are being made?
- What kind of training is offered for agents, administrators and supervisors? Will there be additional costs for training of new users?
- How easy will it be to scale up your solution — both adding staff and additional features?
- How long has the provider been in business and are they financially stable? Will they provide you with a list of current customer references?
Are You Ready to Take Your Contact Center from Ordinary to Extraordinary?
Clearly, the job of assessing your company’s needs and evaluating potential solutions is daunting. Providers like Noble Systems can help you navigate the process and ensure that you’re making the best decision for your entire organization. The key is to take an honest and comprehensive approach. A contact center software solution should provide you with long-term value and a significant return on your investment.