This also enables 24/7 customer service and multilingual support-a necessity for companies that serve large international markets.Īll in all, the right call center software dramatically enhances customer experiences and eases the overall workload of call center agents. Since virtual call center software allows for distributed teams working off-site, as well as the services of a third party call center, business operating costs can be lowered even further. On-site maintenance is obsolete, since the software is easily upgraded and typically maintained by SaaS partners like Aircall. Virtual call center software requires no hardware or IT technicians, it’s simply downloaded from a browser or as a mobile app (or both) and installed on employees’ existing electronic devices such as smartphones and laptops. One of the major benefits is the lower installation and operating costs of a professional business phone system. Aircall’s call center software has many additional features built in, such as smart routing based on agent language capabilities or skill sets, sorting calls into call queues, offering callback options, live call monitoring, call whispering, warm transfers and much more.Īircall’s intuitive call center software also enables live note taking, tagging and detailed analytics features that help with follow up strategies and an agent’s after call work as well as defining broader business goals and finding areas where team training and optimization is needed.īesides the benefits of the many software integrations and useful features that are accessible with virtual call center software, there are several core advantages for a business that implements call center software. Modern software can also be set up to route calls to the correct agent in the appropriate department through a customizable IVR menu. These pop-ups sync customer call logs with integrated CRM programs, such as HubSpot, so that a customer repeatedly phoning in doesn't need to reiterate their issue to every new agent. More advanced software displays CTI pop-ups. The list of services and solutions that Aircall’s call center software integrates with is ever growing, but includes 80+ major CRMs, help desks, marketing software, chat bots, eCommerce platforms, and more.īasic call center software stores customer data from every inbound call, including new numbers and existing customer history from previous contacts. VoIP technology stores data securely in the cloud and allows call center software to integrate with many external SaaS applications from a wide range of specialist companies resulting in an ever-evolving and powerful synchronized business tool. With VoIP infrastructure, calls are transmitted over an internet connection to suitable electronic devices like smartphones, laptops, tablets, and VoIP hard phones. Virtual call center software functions through VoIP technology.

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