Contact center software, a technology tool that improves the effectiveness and impact of a contact center, focuses on making interactions between customers and contact center agents easier.

The primary function of contact center software is to route customers to agents and track and report critical metrics about those interactions. Contact center solutions comes with several features and functions that make communication a breeze.

Cloud Solutions

Your service provider stores all of your information and allows you to access it through a web portal. You can turn off the server room and delegate management to a third party, increasing the mobility and flexibility of cloud-based software options.

Pros of Hosted Call Center Solutions

• Predictable expenses

Cloud solutions have consistent and predictable costs, which means unexpected and costly expenses will not strain your company's budget.

• Outsource security risk

It's a big responsibility to delegate security requirements to a third party, like your service provider. Experts help to improve security and prevent data breaches.

On-Premise Solutions

When you use on-premise call center solutions, you agree to take local ownership of your data, hardware, and software on your company's premises.

Pros of On-Premise Call Center Solutions

• Customizable Options

On-premise solutions provide you with full access to all of the data and applications you need. It can be customized to your company's specific requirements in-house.

• Controlled Rollout

On-premise solutions give you complete control over when, where, and how changes are implemented, whereas cloud solutions allow for immediate rollout and implementation. You have total control over your data and prioritize implementations as needed.

Most used Call Center Software Features are:

• Automatic Call Distribution (ACD). Inbound calls are received and placed in a call queue to be handled by agents.
• Interactive Voice Response (IVR). Callers can use a dial pad or use voice menus to complete actions like self-service or assistance over the phone with a virtual receptionist.
• Call Routing. You will be quickly connected to the appropriate agent using skill-based routing.
• Computer Telephony Integration (CTI). With the help of phone systems and databases, including CRM, agents can receive customer information quickly.
• Predictive Dialers. This application employs advanced algorithms to dial numbers from a list of outbound contacts automatically.
• Quality Monitoring. The ability to monitor agent behavior as well as track and manage resources.
• Call Recording. This feature records agent-to-customer calls for quality control and training purposes.
• Reporting. It gives you better insight into KPIs and program results, as well as real-time activity views so that you can make better business decisions.
• Omnichannel. Customers can quickly resolve their issues by contacting your company's customer service via chat, email, social media, and other channels, which helps to improve customer satisfaction.
• Security Protocols. Security protocols including advanced encryption, intrusion detection, firewalls, and others are used by expert solution providers to prevent data breaches.
• Workforce Management. Workforce management forecasts staffing needs based on historical data to automate workforce scheduling. This ensures that the correct number of skilled people and supporting resources are available at the right time to meet the service levels that are required.

The right call center software helps you provide your company with long-term value and a significant return on investment. If you're switching from on-premises to hosted contact center software, contact Aavaz FreePBX. Aavaz PBX, a leading provider of contact center solutions, can help you figure out which solution is best for your company's current and future needs.