In today’s customer-centric business landscape, blended call center technology can play a crucial role in delivering exemplary customer support. Ytel, a cloud communications software vendor has recently come up with a new contact center communication platform that aims to address the loopholes in the existing blended call center solutions. Christened as X5 Cloud Contact Center, this new platform incorporates a new, simplified agent interface for enhanced agent efficiency and an improved bottom line for the clients.
The main idea behind blended call center technology is: it helps prioritize the calls by utilizing resources for handling both inbound and outbound calls according to needs. Whenever there is an overflow of inbound calls, the outbound agents step in and field some of them and vice versa. The system not only helps enhance customer satisfaction, but also helps the call centers to reduce expenses.
In addition to focusing on training their staff on dual skill sets, the blended call centers must incorporate automatic call distribution and predictive dialing features in their telephony system. A number of existing solutions lack seamless integration of these two key elements. Equipped with sophisticated software, X5 strives to bridge this gap, the company reps said in a statement.
In a statement, Ytel explained that X5 has been designed to address fluctuating call volume in the call centers. Powered by multi-channel software, the platform enables the call centers to dynamically move their resources from one type of calls to another. This need-based shift not only helps increase employee-productivity, it also improves customer satisfaction.
This on-demand solution helps the call centers to scale up or down from five to thousands of agents. This call center platform can be used to support both home-based small businesses as well as multi-location, large businesses.
The solution reportedly integrates over 100 industry leading software such as Salesforce, SugarCRM (News - Alert), Infusionsoft, Zendesk and more. All these help the outbound agents to proactively communicate with the customers, The business workflow features enable the agents to schedule automatic follow up communication calls, send email and text messages. All these make the outbound campaigns more effective.
This cloud-based communication platform boasts customizable features and supported by a company owned certified network. No hardware installation or specialized training is needed to set up the platform. This simple and intuitive platform takes less than 30 minutes to train agents and supervisors.
“X5 delivers best in class technology, reliability, and scalability for blended contact centers. Our agent interface is simple, powerful, easy to navigate, and we have our global Smart Support team ready to assist with any support requests 24/7/365,” Ytel's CEO Nick Newsom noted in a statement.
Edited by Alisen Downey