Call Center Software for Today’s Small Business

by | Mar 3, 2020 | Software as a Service | 0 comments

Today’s call centers are powered by highly-advanced software. What began over 50 years ago as a need for sales and customer support by phone (and only by phone) has evolved into contact centers equipped to handle not only phone support, but live web chat, SMS text, and email too. Gone are the days of ladies dawning beehive hairdos at the helm of switchboards. 

The evolution of the call center space continues to unfold before our eyes. No matter if business is being done online, offline or is blended, the intricacies of it all require, at a minimum, customer support, the use of a CRM, marketing, forecasting and preparing for when the traffic hits. Yes, small, direct-to-consumer businesses are still communicating with their customers via phone, but with such wide sweeping forms of communication at our fingertips every single day, staying well-connected to your customer base can feel relentless. When success comes knocking, small direct-to-consumer businesses are turning to the support of call center software for help managing the daily operations of it all. 

So, how do you choose a call center software that makes sense for your growing business? Before making any quick decisions, be certain that the software you choose can do the following: 


1. Host all of your third-party integrations in one place

An omnichannel solution is a must. Bouncing across multiple channels or platforms to gather and organize your data is no longer necessary.  

2. Supports SMS, live chat, email, and voicemail

Your business runs on more than just phone support, which means your contact center software should be capable of hosting and assisting your customers via their preferred means of communication.

3. Be a solution for inbound, outbound and blended campaigns

Inbound customer service, outbound sales and blended campaigns can and should be managed within the same software framework.

4. Multi-level management tool for all users

The permissions for your staffers and internal teams differ, and your call center software should abide. 

5. Access to a marketplace of customer support and sales agents

Choose a contact center software that gives you access to a marketplace of on-demand customer support and sales agents. The INFOCU5 software provides a portal into its marketplace. When demand gets high, a treasure trove of agents are waiting to step in. Once it slows, revert back to your internal team. 

6. Provides real-time data and call recording

Forecasting and in the moment data is necessary for keeping your eyes on average speeds of answer, handle times, quality assurance and everything in between.

7. Manages your landing pages and microsites 

INFOCU5’s software also allows you to build out and monitor the performance of your campaign-specific landing pages within the same omnichannel platform that is routing your calls, serving your customers, and tracking your data.