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A call center automation software is a technology used for automating the processes that a call center agent has to perform during a call with a customer. By coming in various forms such as interactive voice response (IVR), automatic call distributor (ACD), call center monitors, etc., a call center automation software plays a pivotal role in improving the productivity of the call center. It also helps businesses to effectively manage customers over communication channels like email, phone, live chat, social media, and much more.
Using a call center automation software can empower brands to market their products or services through outbound calls to their intended audience. By streamlining the tedious processes and making them less complicated, call center automation software can improve the efficiency of the agents.
In this type of call center automation software, the call center is hosted in the cloud which makes it easy to access from any location. As there’s no need to install or download this software, it is considered to be an affordable call center automation system.
An on-premise call center automation software comes with a one-time license. Any business that invests in this call center automation software needs to keep its maintenance or upgrade in check. This software is considered to be the most expensive and is mainly preferred by professional call centers.
Automatic Call Distribution systems (also known as ACDs) are telephony systems dedicatedly tailored for answering and distributing incoming calls to specific agents within a call center. A contact center is authorized to predefine its distribution mechanism as well as protocols for obtaining the highest levels of productivity. Being an essential feature of call center automation software, ACDs work seamlessly with both on-premise and cloud/virtual call center solutions.
Interactive Voice Response or IVR is an automated telephony system that enables callers to access information related to their queries easily using a series of pre-recorded messages. Thus, the callers don’t have to speak with a live agent unless absolutely necessary. Using IVR empowers callers with a list of options and they can choose a relevant one by pressing the corresponding button on their phone’s keypad. It is generally used while conducting large-scale CATI surveys to boost agent productivity too. Some advanced IVR tools come up with functionalities like speech recognition which helps callers to answer questions while on the move.
Considered to be one of the most essential components of a call center, a predictive dialer is an automated calling system designed especially for outbound calls. By automatically dialing numbers from a contact list, this dialer passes on the call to an agent once a connection gets established. Predictive dialers can be a good fit for seamlessly filtering out voicemails, busy tones, disconnected numbers, etc.
With skill-based routing, your call center automation software ensures that a caller is routed to the right agent who is most qualified to cater to their needs. It uses a set of customized rules for sending calls to specific agents.
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Voxco's exceptional call center solutions offer advanced scheduling options that seamlessly forecast the workload and optimize the call routing to ensure maximum efficiency. The call routing is based on factors such as the agent’s call experience, customer requests, etc.
With Voxco's advanced IVR settings, it becomes easy for a call center automation software to streamline various tasks such as putting custom on-hold music, generating automatic recap emails, or providing an efficient self-service option.
Voxco’s best-in-class analytics can empower the call center automation software to transform customer feedback into actionable insights. Draft a visual story through that data to understand your customers well. Dive deeper into our analytics software, here.
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By leveraging Voxco’s omnichannel platform, our clients have reported improvements in hourly talk times as well as overall project efficiency (by up to 52 minutes!).
Use Voxco TCPA Connect for gaining access to a productivity-enhancing manual dialing environment. Know more about Voxco TCPA here!
Voxco’s flexible and omnichannel contact center solutions allow you to scale up services to meet the rise in demand quickly.
All you need is single support and licensing agreement with Voxco. So, there are no concerns about compatibility issues that may crop up with other telephonic systems.
Learn how you can adopt an effective WFH strategy to stay ahead of the curve, improve contact center productivity while providing seamless CX with remote agents.
Call Center automation software helps call centers optimize agent workload for better agent uptime and smooth customer experience.
Yes, Call Center Automation Software is used by contact centers for efficient queue management and workload allotment. It forms a universal queue of tasks for all incoming queries.