Cloud Call Center Software with One Window for Everything

Today, Mike Smith reviews the advantages of having a cloud call center software application with one window for everything.

Your call center agents take calls, but they also respond to emails… and text messages… and process credit card transactions.

Is jumping through multiple apps (to do all these things), adding to your call center’s time to resolve? Watch this video and get some ideas on how you can fix this problem.

Want Mike’s recommendations on which cloud call center software vendors your company should be quoting? Click below and ask him right now.

About Mike
Mike Smith is the Founder and President of AeroCom and has been helping companies with telecom and cloud services since 1999. He has been the recipient of numerous business telecommunications industry awards and in 2011, he was honored as one of the top 40 business people in Orange County, CA., under 40 years old. You can also hear him as the host of the popular Information Technology podcast, ITsmiths with Mike Smith. Follow Mike on LinkedIn, Twitter or SpiceWorks.

Transcript

Your company is shopping for a new call center software solution, and you’re probably wondering, hey, what are the things we should be looking at these days?

I mean, what’s hot out there? What new technology is out there that we should be considering or asking about, or which vendors should we be investigating?

Well, one thing that I think is really cool that some vendors offer that’s really applicable to certain businesses is a company that can do a single pane of glass for all call center applications.

What does “One Window” mean?

Meaning that calls that come in, emails that come into the queue, chat messages off your website that come into the queue, SMS messages that come into the queue, credit card authorizations that your agents have to do, all of that can be handled in a single pane of glass. Some vendors offer that some vendors don’t.

You can imagine, if these are the things that your agents are doing on a daily basis, it’s going to save them a ton of time and confusion from having to jump to different windows, to do these different things, like a credit card authorization or a chat came in and they were taking a call previously so then they have to jump to a different window.

Or how about they want to see the call history of that customer calling in, and maybe it’s a current customer and maybe they’ve had a lot of different interactions, is that in that same pane of glass so that the agent can easily see when the last time this person called in or emailed in or send an SMS to your company and they don’t have to jump to multiple windows to do this, it’s all right in front of their eyes, in a single pane of glass. Some contact centers offer this and some do not.

So if it seems like your company might benefit from something like this, this is definitely a feature that you want to take into consideration.

Want more info?

So which cloud call center software vendors offer this? Don’t Google it, don’t start asking around, just contact me via email or phone (714.593.0011), this is actually my job. I’m a broker for all the major cloud call centers or I guess it’s now called contact center service providers.

So what I can do is I can ask you a few questions to learn more about what your company’s requirements are and match you up with the best cloud contact center vendors that our customers have had the best experiences with and get you quotes from them, put you on demos with them and if you choose one, we’ll make sure you get the best customer service from them as well.

The nice thing is those vendors pay our company, our broker fee. So you don’t have to pay us anything, your company doesn’t have to pass. There’s absolutely no excuse not to call me if you’re interested in wanting to know which of the best vendors to quote for a cloud call center solution.

So I hope that helps a little bit. It gives you one more thing to add your list that you should take a look at when you’re looking at cloud call center vendors. If you like the video, don’t forget to hit the like button and I will catch you on the next one.