According to 44% of support teams, bringing data together in a single source of truth is their number-one challenge. These teams are often battling disparate tech and switching between tools, the results of which are disastrous for contact center productivity.
Contact center optimization software transforms customer service teams by simplifying processes, improving staff management, and leveraging data for informed decision-making. This is crucial for keeping customers happy, reducing costs, and boosting agent productivity, ultimately leading to better business outcomes. Plus, it unifies siloed data into a single platform.
In this article, we’ll dive into what contact center optimization software is, spotlight the top solutions in 2024, and provide tips for implementing it to achieve the best results.
Contact center optimization software is a specialized tech solution designed to boost agent productivity and enhance the performance of customer service teams. Its primary purpose is to streamline and optimize tedious, repetitive tasks, including call center scheduling, staff management, and customer interactions.
This software typically includes a suite of tools and features that tackle various aspects of contact center optimization, such as:
These features all work together to enhance customer loyalty by reducing wait times, increase operational efficiency by optimizing resource allocation, and support better decision-making through data-driven insights.
As businesses strive to enhance customer experience and operational efficiency, choosing the right contact center optimization software is crucial. Here are the top contact center optimization software solutions for 2024, each with unique features, pros and cons, and pricing.
Assembled’s suite of workforce-ready features makes it the ideal contact center optimization software for businesses of all sizes. Our advanced forecasting capabilities and powerful real-time performance monitoring grow with your business, helping you identify workflow bottlenecks and deliver an exceptional experience for both your staff and customers.
“Assembled makes me look like a wizard when it comes to forecasting. I'm able to accurately project labor needs which drives down our cost to serve and accelerates our path to profitability. It is incredibly easy to use, both administratively and from a front line agent perspective. It is my team's first window they open each day. And all this goes without mentioning the WORLD CLASS customer support that they offer. No vendor has ever done it better in my experience.”
Pricing: Contact Assembled for prices.
G2 Rating: 4.7/5
Get started with Assembled today.
Verint Workforce Management is a software tool designed to help businesses plan and manage their customer service teams more effectively. It predicts contact center demand, creates optimized employee schedules, and tracks performance to ensure the right number of staff are available at the right times.
“Verint WFM is so easy to use, it makes real-time scheduling a breeze. It gives great suggestions on placing as many Advocates in the proper time slot to ensure we have maximum coverage.”
Pricing: Contact Verint for prices.
G2 Rating: 4.2/5
Genesys Cloud CX is an all-in-one customer service platform that empowers businesses to manage their contact centers and customer interactions. It provides tools for handling phone calls, emails, chats, and social media messages, alongside robust features for workforce optimization and analytics to enhance the overall customer experience.
“Genesys brings a lot to the table with robust customer support, features, and accessibility. The platform is easy to use and straightforward with an incredibly useful help feature for base definitions. An administrator can walk into this program and see success with baseline knowledge.”
Pricing: Prices start at $75 per month/per user
G2 Rating: 4.3/5
Calabrio ONE is a cloud-based customer engagement and analytics platform designed to help businesses optimize their workforce and enhance customer experiences across multiple channels. The platform provides comprehensive tools for workforce management, quality management, and advanced analytics to drive efficient and effective customer service operations.
“Calabrio ONE automatically completes my manual tasks, such as meeting scheduling, allowing me to focus on building dashboards and analytics. I'm able to provide the rest of our team the data they need upfront to be successful and impactful in their roles as supervisors or managers.”
Pricing: Prices start at $75 per user/per month
G2 Rating: 4.4/5
Compare Calabrio to Assembled.
NICE CXone is a comprehensive customer service platform that unifies tools for managing calls, emails, chats, and social media interactions in one place. It offers features such as workforce management, analytics, and artificial intelligence to help businesses enhance their customer experience and improve contact center efficiency.
“The platform is very user-friendly. They are prompt with customer support when needed. It is very customizable to match to the CRM that you are using.”
Pricing: Prices start at $71 per user/per month
G2 Rating: 4.3/5
There might be several reasons you need contact center optimization software. Perhaps you're grappling with disparate and fragmented tools, forcing agents to switch between multiple screens. Maybe you lack real-time visibility and end up making assumptions. Or maybe call volumes are skyrocketing and you can't keep up.
Whatever your reasons, it's crucial to choose software that fits your unique needs. Here are some things to consider.
Tools that predict future call volumes and staffing needs enable you to assign the right number of agents with the right skills at the right times. This not only reduces customer wait times but also empowers your team members to perform at their best. Assembled’s predictive modeling leverages past data to forecast future outcomes, allowing you to prepare ahead of time.
The software you choose should be capable of handling customer interactions across multiple channels, including phone, email, chat, SMS, and social media. This ensures an enjoyable customer experience by allowing agents to view and manage all interactions from a single window.
47% of support teams plan to invest in data and analytics, highlighting the shift towards data-driven decision-making. Choosing a tool with powerful analytics is the first step to enhancing service levels and customer satisfaction.
These tools provide instant insights into key performance indicators (KPIs) such as call volume, average handling time, and customer satisfaction. Managers can then make data-driven decisions quickly, identify trends, and address any issues as they arise.
If your CX operations involve a lot of repetitive tasks, look for contact center solutions with automation capabilities to handle common customer queries or route calls based on customer needs.
With 70% of support teams planning to use AI in the next year, it’s a crucial part of your contact center tech stack. AI can be integrated into core support processes to improve efficiency and accuracy, leading to better outcomes and happier customers.
Make sure the software you choose integrates seamlessly with your existing systems, such as your CRM software, helpdesk tools, and other business apps.
You might also want to assess software for:
Implementing call center software can transform your customer experience, boost efficiency, and elevate your overall performance. Ready to make it happen? Here’s a step-by-step guide to get you started:
Start by clearly defining what you want to achieve with the new software. Are you aiming to reduce call wait times, improve agent performance, or enhance customer satisfaction? Having clear objectives will guide your selection and implementation process.
Once you’ve selected the software, focus on customizing and configuring it to meet your specific needs. This may involve setting up workflows, integrating with other systems, and configuring user roles and permissions.
It’s time to start using the software. Ensure all users are trained on the new system — leverage agent training sessions and user manuals to keep everyone up to speed.
Once your software is out in the wild and a core part of operations, continuously monitor its performance. Use real-time analytics and reporting tools to track key metrics and identify areas for improvement. Collect feedback from end users to understand what’s working and what’s not.
Finally, evaluate the return on investment (ROI) of your new software. Compare performance metrics before and after implementation to determine if the software has met your objectives and goals.
Choosing the right contact center optimization software is crucial for long-term success. It helps keep customers happy and loyal, which is essential in today’s dynamic business environment. By investing in effective software, you can achieve better performance and higher profits. Call center optimization software not only enhances the efficiency of your customer service teams but also ensures that customers receive consistent and high-quality support.
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