CALL CENTER SOFTWARE FOR INBOUND AND OUTBOUND CONTACTS
Improve your call center customer relations strategy
Implement an effective call center digital solution
The digitalization of companies is improving customer experience.
In this context where telephony connects to other means of communication, we give you good reasons to invest in our call center management software:
- A clear improvement in your customer relationship management: better support for your customer relations. Our call center software makes it possible to track the entire customer journey.
- Omnichannel customer relations: finally connect your “on” and “off” line customer paths for a truly 360° customer approach.
- Productivity gains: access a complete solution to improve the organization of your business and facilitate the work of your agents.
- More effective support for your teams: recording or listening in on calls enables you to evaluate conversations between the agent and the customer.
The supervisor can also intervene discreetly during a call.
This function enables you to train an agent more quickly when he or she takes up a new post.
- Call statistics monitoring: evaluate and improve your organization’s profitability. Access all the KPIs that determine the efficiency and quality of your customer service.
- Coupling with your CRM or business application: unify your tools and give more impact to your marketing actions.
- An easy-to-install solution: rapid deployment of our solution tailored to your needs and ambitions.
Easily manage your call campaigns in your call center
Install our software in just a few clicks
Our call center software is easy to deploy and quick to learn.
Create your call campaigns
Our call center software has all the features you need to efficiently contact and follow up your customers and prospects.
Supervise and control in real time
Our call center software provides all the real-time indicators and statistics you need to supervise your call campaigns.
They trust our expertise: VSEs, SMEs and key accounts
The benefits of our call center software
Call center software offers many advanced features to simplify the management of your inbound and outbound customer interactions (phone calls, sms, emails, Whatsapp, ...).
01
Automatic call distribution (ACD)
Give your customers a fast, relevant response by directing them to the right advisor. You'll increase overall satisfaction.
02
Interactive Voice Response (IVR)
Dedicate your in-house resources to high value-added actions, and offer a seamless process tailored to your customers' needs.
03
Predictive dialing
Increase the productivity of your teams by saving valuable time.
04
Real-time supervision
Visualize call center and agent activity in real time.
05
Statistics and KPIs
Get a clear view of your business and make the best decisions every day. Measure actions, evaluate service levels and the performance of your agents.
06
CRM and business tools integration
Create synergy between your business tools and simplify your day-to-day management. Use CRM data to facilitate the customer journey.
Interfaces with numerous CRM systems
Start improving your customer relations today with digiCONTACTS
All the answers to your questions about our call center software
The aim of call center software is to facilitate the management of a company's customer relations with its clients, through the tracking of exchanges: incoming and outgoing phone calls, SMS, emails, chat, social networks.
The main features are :
- Predictive numbering.
- Automatic call distribution.
- Real-time supervision.
- Call recording.
- Queue management.
- Interactive Voice Response (IVR).
- Integration of customer CRM and/or business applications.
Before choosing call center software, it is important to :
- List your teams' needs: what advanced functionalities do you require? Is the software right for your omnichannel strategy ?
- Find out if the software is compatible with your business tools.
- Ensure that call center software provides detailed statistics and reporting.
- Find out about the tool's flexibility.
- Know whether the call center software allows you to comply with the RGPD as well as other regulations in force.
We offer call center software in hosted mode (100% cloud). In other words, there's no need for special equipment or heavy integration to create your own call center. All you need is a computer, a telephone and a good web connection. All channels, including the telephone, are integrated into an omnichannel platform that ensures frictionless tracking of the customer journey.
There are many reasons to use call center software:
- Make your teams more productive.
- Improving the customer experience
- Improve customer relationship management.
- Control communication costs.
- Gain a 360° view of customer relations.
- Measure the effectiveness of your customer service with detailed statistics.
Our call center management software enables you to get to know your customers better and establish a personalized relationship with them.
Thanks to our call center software, here are the 4 main ways to optimize the customer experience:
- Keep in touch with your customers by informing them about your company's news and promotions.
- Listen to your customers' needs: pay close attention to reviews left by your customers. You can also ask them directly for their opinion of your products/services (satisfaction surveys).
- Personalize conversations with your customers through history, and show them that they're important to you.
- Respond quickly to customer queries with predefined response templates, ideal for frequently asked questions.
To guarantee the protection of customers' personal data, the first step is to set up a procedure for telephone canvassing. According to the CNIL, before any data is collected, the operator must indicate that the telephone conversation may be evidence of a recording.