In our modern world, technology is the fuel for the majority of businesses. Customer service teams, in particular, rely heavily on technology and innovative software solutions to help them work efficiently. Since the emergence of the COVID-19 pandemic, the large majority of business owners have had to switch their employees to fully remote workers. This abrupt shift in the work environment has created many obstacles that businesses have had to overcome.
Just because your team now has a physical divide between them doesn’t mean that the customer experience should have to suffer, though. Quality management is now more important than ever. Being sure that your team is meeting productivity and customer satisfaction standards while working remotely is vital. This is why modern business owners need powerful software integrations that can help streamline their team’s workflow and keep their operations running smoothly. The following are some of the best contact center solutions and the companies that are creating them.
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The Top Contact Center Software Companies
The majority of modern businesses utilize multiple contact centers for their customer inquires. Email, phone calls, live chats on their website, and even more. Depending on the size of your business, you could have multiple interfaces for your team to navigate for individual customer interactions. This is where the efficiency of your team can take a huge hit. While omnichannel communication is incredibly convenient for your customers, if it isn’t optimized for your team then you’re doing yourself a huge disservice.
One of the best omnichannel contact center software companies on the market today is Bright Pattern. Their team of expert software developers and engineers has created intelligent and innovative solutions for business users to help automate and streamline their daily workflows. Their integrations prioritize quality management and quality assurance by consolidating your contact centers into a single interface. The ease of use of the platform ensures that your team will have no trouble navigating these software deployments, and they will be able to seamlessly navigate through various customer queries in less time.
How These Solutions Improve the Customer Experience
This omnichannel platform utilizes cutting-edge technology in order to allow your team to better serve your customers. With automation and machine learning from artificial intelligence, these software deployments actually get smarter the longer you use them. These solutions are also scalable and highly configurable. This means that no matter the size of your operations, you can customize these integrations to fit your needs.
Omnichannel software isn’t a one-size-fits-all solution, and businesses of different sizes need to focus their software solutions in different areas at different degrees. Maybe your customers utilize your live chats more than email, or vice versa. With the right contact center solutions, you can prioritize these channels and add in more automation features where they are needed.
Streamlining Your Digital Channels for Increased Efficiency
The most important way that omnichannel software integrations can benefit your business is through increased efficiency. As previously mentioned, automated features and machine learning are transforming the ways in which customer service teams navigate their workflows. This means that you can still provide an outstanding customer experience but now in less time. AI and automation help alleviate some of the more tedious tasks from your team’s workflows so they can focus their energy on more pressing issues.
Automated chatbots are one piece of innovative technology that is changing the customer service game. Now you can continue to offer live chats on your websites, but they can be completely run by automated bots. This way, the more simple customer queries can be resolved without your team ever having to get involved. This saves your customers time, and it saves you money on labor and management.