Tips for Choosing Contact Center Software

Whether by phone, web chat, or email, your customers want to be sure that they can get a hold of you when necessary. Working with one of the leading contact center software companies can improve the odds that such transactions go smoothly.

That raises the question: What features determine whether a contact center solution is a top performer? Which company can you rely on for a first-rate experience?

Review characteristics of leading contact center software that enable your support team to service your clients effectively.

Key Takeaways:

• A contact center software company offers a web-based solution that lets you operate a fully functional and remote contact center from anywhere.
• Look for exceptional reliability, regulatory compliance, and excellent customer support from contact center software.
• Contact center software companies are superior to traditional call centers in features and cost-effectiveness.
• Automatic call distribution, advanced training features, and unified communications are vital elements of a contact center.
• Intermedia ranks as the leading contact center company.

What Are Contact Center Software Companies?

Contact center software companies provide cloud platforms that allow any business to operate a customer contact center. You can manage all aspects of the operation virtually.

Contact center as a service software also permits you to access advanced modern features quickly. Omnichannel communications, advanced call analytics, and software integrations are only a few of the benefits of CCaaS.

These features help companies greatly enhance their help desks. For this reason, the contact center software market is growing rapidly. More businesses access these capabilities to improve their customer service and compete more effectively.

What Are the Benefits of Using Contact Center Software Versus a Traditional Call Center?

Contact center software companies outperform traditional call centers due to their rapid installation and lower costs. Setting up physical phone lines and advanced features for an on-premise call center is usually much more expensive.

Also, the setup for an on-premise system may require weeks or months. Virtual contact center software can be operational in days or even hours. 

Hosted software is easier to manage as well. You can scale up and down according to seasonal shifts and organizational changes.

Further, traditional call centers limit you to hiring people where you have offices. With CCaaS, management can oversee operations from anywhere in the world and connect remote teams using the internet.

What Should You Look for in a Contact Center Software Company?

You can spend a lot of time investigating contact center software companies. You’ll quickly discover that the top names in the industry offer similar features and guarantees. How do you know which one will meet your needs?

What often makes a provider superior is the level of customer support. Find someone you can count on for expert onboarding and migration, as well as 24/7 responsiveness if challenges arise.

Reliability is another primary concern. Don’t settle for anything less than 99.999% uptime. Though the difference between 99.999% and 99.9% may seem negligible, it actually adds up to hours of lost connectivity during the year.

Finally, ensure that your CCaaS supports full regulatory compliance. In particular, organizations in the financial, legal, and medical fields can minimize worries about data breaches or a lack of confidentiality with a fully compliant contact center.

What Features Should a Contact Center Software Have?

Ensure whichever contact center software you choose has the following features to boost productivity and customer support.

Automatic Call Distribution

An essential component of the best contact center software companies is automatic call distribution. This automated feature quickly handles large volumes of incoming calls and forwards them to agents.

Top-tier ACD works faster and more efficiently than a human operator. For example, you can program your system to distribute callers to agents with the appropriate skills to handle a query.

You can also prioritize callers by the type of issue or by who the caller is. Rule-based queuing can ensure that high-value customers get prompt attention and stay happy with your service.

Call Monitoring, Whispering, and Barging

Monitoring and whispering features let supervisors coach remote team members as if they were in the same room. In critical circumstances, the supervisor can quickly join in the call with the barge function to assist a struggling agent.

Call Interaction Analytics

Interaction analytics save you time when reviewing conversations for quality. Artificial intelligence transcribes the call and analyzes the language to tell you whether the sentiment was positive, negative, or neutral.

Unified Communications

The best contact center solutions also integrate seamlessly within a unified communications system. This feature permits seamless transitions between external and internal communications.

Who Is the Top Contact Center Software Company?

Business review sites calculate that there are nearly 200 contact center software companies on the market. Instead of spending hours sorting through dozens of entries, you can find everything you need with Intermedia Contact Center.

Intermedia designed this solution to help your team do more with less. You won’t have to exhaust your budget or your team by investing in complicated tools. This solution is the perfect answer for small and medium-sized businesses.

The provider offers its trademarked Worry-Free Experience to ensure that clients have excellent security, stellar reliability, and spectacular support. Also, a single portal allows your management team to monitor and train agents.

An additional bonus is the system’s ability to integrate with Unite, Intermedia’s unified communications system. Teams can seamlessly service callers and collaborate with peers, maximizing productivity and streamlining workflows. 

How Can You Work With the Industry Leader in Contact Center Software Companies?

Intermedia is ready to provide you with the ideal solution if you’re searching for a contact center. Contact our team to discuss how you can implement the top solution of contact center software companies.

Rob Oscanyan

Robert Oscanyan is a Senior Director of Product Marketing at Intermedia, where he focuses on helping businesses improve their customer experience using Intermedia's award-winning cloud communications solutions. Rob has over a decade of experience spanning market research, messaging, and elevating the voice of the customer. In his free time, he constantly creating new adventures with his wife, seven kids, and a small army of pets.