Cloud call center software augmented by AI

Call center software, or contact center software, is a company’s solution for managing inbound and outbound calls. It integrates various tools and functionalities to maximize the efficiency of call campaigns and the management of call flows in real-time.

Cloud call center software is an advanced technological solution that enables companies to manage their contact center without the need for physical infrastructure such as servers. Thanks to the cloud and VoIP (voice over IP), this technology offers a complete, integrated call center infrastructure, eliminating the need for lengthy integration projects and reliance on incompatible tools.

Key features of call center software include :

1. IVR (Interactive Voice Response): Qualifies incoming calls with voice menus to direct calls to the appropriate queue.
2. ACD (Automatic Call Distributor): Allows automatic routing of incoming calls to appropriate agents or departments based on criteria such as call volume and call origin. This system also manages call queuing and distribution.
3. Dialing Engine / Power Dialer: Offers several automatic dialing modes to adapt to different types of call campaigns.
4. CTI (Couplage Téléphonie-Informatique): Integrates call management functionalities into business tools, such as CRM, with automatic customer file feedback and click-to-call features.
5. Supervision and Analysis Tools: Provide activity statistics and tools for real-time monitoring of performance indicators, double listening, and call recording.

Call center software is used by a variety of corporate departments to improve communication and customer management, including :

1. Customer service: managing customer requests and assistance.
2. Technical support: Help with technical or product-related problems.
3. Sales: Prospecting, lead management, and sales follow-up.
4. Appointment management: Scheduling and management of appointments in various sectors.
5. Debt collection: Management of payment reminders.

These programs offer features such as automatic call distribution, recording, and integration with other systems such as CRM.

The benefits of call center software such as that offered by Diabolocom include :

1. Agility: teams can be easily configured and resized in just a few clicks, adapted to operational needs and sales priorities, regardless of where employees are based.
2. Improved operational performance: Increased team efficiency thanks to coupling with CRM and better call qualification, resulting in lower abandonment rates, higher agent occupancy, and improved customer satisfaction.
3. Continuous optimization: Global view of call centers with real-time statistics, KPI tracking, and supervision tools for optimized management.
4. Cost reduction: Versatile solution adapted to changing needs in terms of functionality, number of users, and volume of communications, enabling cost control.
5. Improved sales: Increased sales thanks to the various functionalities offered by the solution, such as call scripts, VIP customer prioritization, and web lead tracking, all of which help boost your sales.
6. Advanced features: rapid implementation, easy to set up and use, campaign automation, telephony-computer coupling, integration with CRM and management systems, dynamic call scripting, PCI DSS-certified telephone payment IVR, and real-time monitoring and control.

Call center software improves customer relations KPIs in several ways:

1. Response rate: Thanks to the advanced routing of incoming calls, this software reduces waiting time and increases the response rate by quickly directing calls to available agents, thus boosting the Quality Score.
2. Average handling time (AHT): They offer dashboards for monitoring calls and optimizing processes, thus reducing average call handling time.
3. First Contact Resolution Rate: By efficiently routing calls to the most qualified agents, these software programs promote fast, accurate resolution of queries on first contact, improving the resolution rate.
4. Customer satisfaction: They provide an overview of customer interactions, enabling supervisors to evaluate and improve the quality of customer service via NPS or CSAT, helping to increase customer satisfaction.
5. Call abandonment rate: By effectively managing queues and optimizing call distribution, this software helps reduce call abandonment rates. They improve reachability by reducing waiting time and optimizing call routing, thus enhancing communication and customer satisfaction.
6. Each company focuses on specific indicators and defines KPIs adapted to its activity. For example, for companies operating outbound calls, Diabolocom’s call center software relies on call log statistics, reachability, and the times when customers are most likely to answer, as well as the volume of numbers reported as SPAM.

Diabolocom’s call center software, characterized by its advanced use of cloud and VoIP technologies, stands out for its ability to customize and centrally manage communications and its hosting on a European cloud. It offers complete control over incoming and outgoing data, while offering exceptional ease of integration. Ergonomic and intuitive, this call center software is easy to use by business teams, optimizing their efficiency. As a Contact Center as a Service (CCaaS) solution, it enables agents to work without geographical constraints, whether in the office or telecommuting.