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

Equipping yourself with call centre software, also known as contact centre software, allows you to manage inbound and outbound calls for your customer service. It includes a range of tools and features designed to optimise the orchestration and management of call campaigns and real-time call flows. Choosing cloud-based software enables companies to manage their contact centre without lengthy integration projects and physical infrastructure such as local servers. It also facilitates access for remote agents.

Equipping yourself with call centre software will streamline and improve the management of inbound and outbound contacts with your customers. The software must include various features:

• IVR (Interactive Voice Response): for qualifying inbound calls with voice menus that route calls to the appropriate resource and queue based on the customer’s needs.
• ACD (Automatic Call Distributor): for automatically routing inbound calls to advisors with the right skills. The ACD also manages call distribution after placing the customer in a queue.
• Dialer/Power Dialer: offers automatic dialing modes suitable for both inbound and outbound campaigns.
• CTI (Computer Telephony Integration): integration with business tools, such as CRM systems, providing essential features for managing inbound and outbound calls (automatic retrieval of customer records, click-to-call functionality, and call monitoring for supervisor observation).
• Real-time supervision and reporting: provides all real-time activity statistics for the contact centre, including performance indicators tracking, call monitoring, and call recording.

Call centre or contact centre software allows you to manage, orchestrate, and improve inbound and outbound conversations with customers. In general, it is suitable for:

• Customer service: agents have the functionality to respond to and track communications with customers, with an accessible communication history.
• Technical support: handling call or email tickets.
• Commercial Sales: with outbound calling campaign features for managing sales prospecting, lead management, and sales follow-up.
• Debt collection: managing payment reminders via secure PCI DSS-compliant voice payments.

The benefits of call centre software like the one offered by Eloquant include for example:

• Improved customer experience: thanks to the orchestration of inbound contacts, a unified and omnichannel console, and access to the communication history with a customer, the advisor has all the tools needed to deliver the best customer experience.
• Enhanced employee engagement: through a unified console, AI-powered support tools, quality monitoring features, and the “Bravo” module.
• Cost reduction: through a pay-per-use model that helps manage resource costs more efficiently, as well as automation features.

Eloquant’s call centre software offers many advantages. With its omnichannel orchestration engine, you can easily configure your routing and distribution rules to facilitate the connection between a customer service agent and a final customer. Additionally, its satisfaction survey module allows you to capture real-time and post-interaction feedback from the voice of your customers or employees. And, with its own artificial intelligence engine, you can assess in real-time the reasons for your customers’ delight or irritation.

In Eloquant’s call and contact centre software, you benefit from all the necessary indicators to manage your operations and improve your customers’ experience:

• Response Rate: thanks to advanced inbound call routing, which reduces wait time, you can track the response rate of each call.
• Average Handling Time(AHT): by reducing wait time, automating call qualification, providing response assistance tools, and supporting agents with artificial intelligence, it becomes possible to reduce call handling time.
• First Contact Resolution (FCR): by efficiently routing calls to the most competent agents and with the support of artificial intelligence, agents can more efficiently provide a response on the first contact.
• Customer Satisfaction: through real-time or post-interaction satisfaction surveys, you can measure your customers’ satisfaction, as well as the NPS or Customer Effort Score (CES).
• Call Abandonment Rate: track the call abandonment rate and provide solutions to offer self-care journeys or digital IVR to automate calls when there is excessive wait time.