Call Centre Software
There are many different types of call centre software - there is the CRM Software, help desk software, predictive dialers and more. This article focuses on CRM Software. CRM software is software that enables organizations serve their customers through the introduction of reliable processes and procedures for interacting with those customers.
The term CRM is used to describe either the software or the whole business strategy (or lack of one) oriented on customer needs. The second one is the description which is correct. The main misconception of CRM is that it is only software, instead of whole business strategy.
There are three parts of application architecture of CRM:
- Operational - automation to the basic business processes (marketing, sales, service)
- Analytical - support to analyze customer behavior, implements business intelligence alike technology
- Co-operational - ensures the contact with customers (phone, email, fax, web, sms, post, in person)
Operational CRM means supporting the so-called "front office" business processes, which include customer contact (sales, marketing and service). Tasks resulting from these processes are forwarded to employees responsible for them, as well as the information necessary for carrying out the tasks and interfaces to back-end applications are being provided and activities with customers are being documented for further reference.
Operational CRM provides the following benefits:
- Delivers personalized and efficient marketing, sales, and service through multi-channel collaboration
- Enables a 360-degree view of your customer while you are interacting with them
- Sales people and service engineers can access complete history of all customer interaction with your company, regardless of the touch point
The Top 5 Call Centre Software
- SalesNavigator
- Maximizer
- OnContact
- SalesForce
- Siebel