Contact Center Solutions and Call Center Software
Enhance the customer experience (CX) by empowering your agents with our innovative contact center solutions, designed to help you efficiently manage customer calls and interactions to deliver a premium service.
Balancing cost and CX in contact centers
Contact center leaders are racing to keep costs down while still providing exceptional customer service. In today’s call centers, this task is tougher than ever due to the growing volume of customer calls and the increasing complexity of securing and managing customer information.
So, what can you do to enhance customer experience and get a leg up on the competition? Organizations that come out on top are adopting these two best practices:
- Moving beyond legacy call center solutions, including traditional workforce optimization and workforce management
- Investing in contact center automation
Implementing contact center solutions that allow you to do both of these practices exceedingly well is critical if you want to have a competitive edge and meet your evolving business needs.
Beyond Workforce Optimization (WFO)
Workforce Optimization (WFO) helps you increase productivity and improve customer experience by optimizing agent performance, coaching, and staffing. However, to stay ahead in today’s competitive contact center software landscape, workforce optimization alone simply isn’t enough.
Leading brands are retaining their top agents by providing quality assessments and performance feedback as well as schedule flexibility to create a better work-life balance. These capabilities meet the needs of the new generation of employees by leveraging modern technology and customer experiences.
Call center software solutions enable organizations to provide both exceptional customer and agent experiences.
Optimizing workforce and customer engagement
Workforce Engagement (WFE) is the next step in the evolution of WFO. Workforce Engagement software combines the contact center solutions used to optimize staffing, coaching and performance with real-time tools to boost agent performance and customer engagement across the growing number of communication channels available in the cloud.
WFE enables you to optimize call center agent availability, easily evaluate service quality, and access real-time analytics to see agent performance and customer experience.
Embrace automation in the contact center
Automation takes the pressure off businesses, which are rapidly reaching a breaking point. With contact center solutions and CX automation, you can offload manual, repetitive tasks so your employees can focus on work that matters. By automating routine tasks, you not only help them do better work but increase agent productivity.
You can leverage CX automation to handle the increasing volume of customer interactions without increasing headcount. Call center software providers can enable you to resolve issues faster to improve customer satisfaction and strengthen customer relations with automated call routing and accelerated service times.
The contact center of the future is here: it's driven by AI
Leading contact center providers are starting to incorporate artificial intelligence (AI) into their solutions to improve processes and performance. Human agents and AI-powered bots can work together to streamline customer self-service options and enhance agent performance and expertise, ultimately improving workforce management.
Verint is not just adopting AI; we’ve built AI-powered specialized bots that automate manual CX workflows and are delivering AI business outcomes now. Organizations are benefiting from, increased:
- Agent capacity
- Manager capacity
- Revenue
- Customer satisfaction / Net Promoter Scores (NPS)
For example, using Verint Quality Bot, you can automate the entire quality management process, from scoring calls to assigning coaching sessions, to quickly identify and resolve skill gaps and compliance concerns.
This hybrid workforce of humans and bots can boost productivity while supporting a healthy work-life balance for your employees. Organizations that embrace CX automation capabilities available with call center software solutions are leading the way in delivering superior customer satisfaction and loyalty while aligning with long-term business needs.
“Verint has a global reach with a deep understanding of customer engagement, CX, and contact center operations with significant market share and brand recognition.”
Featured solutions
Featured contact center resources
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Frequently asked questions about call center software
A call center is where customer support teams handle inbound calls and outbound calls with customers to resolve issues, making call centers a key element of customer relationship management. Traditionally, call center solutions are primarily focused on telephony-based communication. They use automatic call distribution system, which often lacks the depth and maturity to effectively handle the multi-channels customer interactions of today. This limitation creates friction and leads to rigid siloes, hindering call centers’ ability to deliver a seamless customer experience.
A call center software is a suite of tools that helps businesses manage customer interactions across phone, email, live chat, and social media. These systems often include features like automatic call distribution, call recording, analytics, and CRM integrations.
There are several types of call center software, including:
- Inbound call centers (customer support or service)
- Outbound call centers (sales or surveys)
- Blended call centers
- On-premise vs cloud-based software
- Omnichannel vs single-channel solutions
Key features include:
- Automatic Call Distribution (ACD)
- Interactive Voice Response (IVR)
- Call recording and monitoring
- CRM systems integrations
- Real-time analytics and reporting
- Workforce management tools
While traditional call center solutions are predominantly built around voice, modern contact center software allow customer support teams to move beyond calls. Contact Center as a Service (CCaaS) solutions, also called cloud contact centers, allow businesses to consistently and efficiently manage a variety of customer interaction channels (including calls, emails, text messages, chats, and social media messages) from one place, while also keeping operational costs at bay.
The key features of call center and contact center software typically include automatic call distribution, interactive voice response, and call recording to manage customer communications. However, while call centers focus primarily on voice calls, a cloud contact center software supports multiple channel for an omnichannel customer experience. Leading contact centers also offer workforce management tools, real-time analytics, and integration with CRM system to boost agent productivity and enhance customer experience and customer satisfaction. Consequently, choosing a cloud-based contact center platform over other call center software options and sales tools offers significantly greater advantages.
Call center software helps improve customer interactions and experience, increase agent efficiency, reduce operational costs, and offer better scalability and analytics for decision-making.
Yes. Many providers offer lightweight or scalable plans designed specifically for small businesses. These often include core features like VoIP calling, Interactive Voice Response (IVR), and CRM systems integration at affordable pricing tiers.
A call center focuses on voice-based customer interactions, while a contact center manages communication across multiple channels—voice, email, chat, and social media.
Cloud-based call center software offers easier setup, scalability, and remote access, making it ideal for modern businesses. On-premise call center software options may be preferred for companies needing strict data control or custom infrastructure.
Yes, most modern call center software integrates with leading CRM systems, such as Salesforce, HubSpot, and Zoho to provide a unified view of customer data and interaction history.
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