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What is Contact Center Software?
Contact Center Software is a suite of tools that enable organizations to handle customer issues from any channel, improve the performance of their agents, analyze data, and achieve their customer experience goals. Most modern software platforms include automatic call distribution, interactive voice response, workforce management and optimization, a dialer for outbound communications, integration with Customer Relationship Management (CRM) systems, multi-channel queues to handle different kinds of customer communications, and reporting.
Sunrun is a residential solar company which installs solar panels on homes. They have three main goals for their 100+ seat contact center:
Using the integration with Salesforce and other tools, they were able to reduce their 2nd call transfers by 40%.
Watch how NICE inContact's CXone allows them keep track of their critical KPIs, run as lean as possible and effortlessly move from channel to channel to meet their customers where they want to interact.