Create memorable conversations for your customers with an omnichannel contact centre (CCaaS)

Call center software, also known as contact center software, enables you to manage inbound and outbound calls for your customer service department. It includes a range of tools and functionalities designed to optimize the orchestration and management of call campaigns and call flows in real time. Choosing cloud-based software enables companies to manage their contact center without resorting to lengthy integration projects and physical infrastructure such as local servers. It also facilitates access for remote agents.

Equipping yourself with call center software will enable you to manage incoming and outgoing contacts with your customers more smoothly and efficiently. The software must offer a range of functions:

• IVR (Interactive Voice Response): to qualify incoming calls with voice menus that will orchestrate calls to the right resource and queue according to customer needs.
• ACD (Automatic Call Distributor): for automatic routing of incoming calls to advisors with the right skills. The ACD will also manage call distribution after positioning the customer in a queue.
• Dialing Engine/Power Dialer: offers automatic dialing modes for inbound and outbound campaigns.
• CTI (Couplage Téléphonie-Informatique): integration into business tools, such as CRM, of the main functions for managing incoming and outgoing calls (automatic feedback of the customer file and click-to-call).
• Real-time supervision and reporting: all contact center activity statistics in real time, with tracking of performance indicators, double listening and call recording.

Call center or contact center software enables you to manage, orchestrate and enhance inbound and outbound conversations with customers. In general, it is suitable for :

• Customer service Customer service: agents have the functionality to respond to and track customer communications.
• Technical support : answering call or email tickets
• Commercial Sales: with outbound campaign functionalities to manage sales prospecting, lead management and sales follow-up.
• Debt collection Debt collection: management of payment reminders via PCI DSS-secured voice payment.

The benefits of call center software like that offered by Eloquant are, for example:

• Enhanced customer experience Thanks to the orchestration of incoming contacts, a unified and omnichannel console, and the history of exchanges with a customer, the advisor has all the tools needed to deliver the best customer experience.
• Improved employee engagement With a unified console, artificial intelligence assistance tools, quality monitoring functions, and the bravo module.
• Cost reduction Cost reduction: thanks to pay-per-use management of resource costs, as well as automation features.

Eloquant’s call center software offers many advantages. Thanks to its omnichannel orchestration engine, you can easily configure your routing and distribution rules to facilitate the connection between a customer service agent and an end customer. And its satisfaction survey module lets you listen to the voice of your customers or employees, hot or cold. And thanks to its own artificial intelligence engine, you can understand in real time the reasons for your customers’ delight or irritation.

With Eloquant call and contact center software, you benefit from all the indicators you need to manage your business and improve your customers’ experience:

• Response rate Thanks to advanced routing of incoming calls to reduce waiting time, you can monitor the response rate of each call.
• Average handling time(AHT) Thanks to shorter waiting times, automated call qualification, response support tools and agent assistance via artificial intelligence, it is possible to reduce call handling times.
• First Contact Resolution (FCR): by effectively orchestrating calls to the most competent agents, and with the support of artificial intelligence, agents are more efficient at communicating a response on first contact.
• Customer satisfaction Customer Satisfaction: thanks to hot and cold satisfaction surveys, you can measure your customers’ satisfaction, as well as the NPS or Customer Effort Score (CES).
• Call abandonment rate Call abandonment rate: monitoring of call abandonment rate and solution to offer self-care or digital IVR to digitize calls when there is too much waiting.