Do You Need An Omnichannel Contact Center Solution For Your Business?

Yes? Awesome! You are in the right place but first, let us understand what the Technology is first.  A Call Center Solution a combination of Software and Hardware Technology designed to automate and improve effective management of inbound and outbound interactions of an organization with its customers and prospects to enhance customer experience from all its touch points.  It comes with Automated Call Distribution (ACD) and Predictive Dialing (PD) features for effective Call Routing for all interactions. Some Call Center Technology now come with Ticketing, Email and Social Media Management modules, making it now an Omnichannel Contact Center Technology. 

This Technology Solution is normally used in a Contact Center or Call Center, which is normally under the customer service unit or department of an organization; where they receive and manage all inbound communications from and make outbound communications to both new and existing customers. This communication is mostly through telephone calls and the customer service team also known as Agents, that receive the inbound calls are expected to act as advisory and support Staff to the callers. It is worthy to note that Contact center communications also includes Email, SMS and Chat from the website. Big and complex organizations like the Banks, Insurance and Manufacturing companies ensure to have a Contact center where all their organization’s customer traffic is targeted to, for easier management, instead of the customers visiting the branch for inquiries and complaints management they could have just called for from the comfort of their homes and offices.

Here are Key Call Center Software Features:

• Auto Dialer: An automated system to improve outbound calling
• PACE: Intelligent dialing algorithms to improve call connects
• Preview Dialer: View customer information prior to making the call
• Interactive Voice Response (IVR): Encourage self-service with an effective inbound system
• Automatic Call Distributor (ACD): Route the calls to the most suitable agent for First call resolution FCR
• Click-to-Call: Eliminate manual dialing with just a click
• Computer Telephony Integration (CTI): Customer information at your fingertips for better conversion
• Reporting and Dashboards: Graphs and charts with all call center metrics
• Report scheduling: Export and schedule relevant reports
• Voice logger: Keep a record of all your inbound and outbound calls for future action
• Wallboard: Inform the business heads and agents about shared goals and targets
• Call Monitoring: Track the call quality for better conversations
• Omnichannel Support: Interact with customers across channels such as chat, email, call, Facebook, Twitter, Viber, WhatsApp
• Automation Rules: Optimize your call center with dynamic algorithms
• Unified Agent Desktop: Holistic view of the customer journey irrespective of the channel
• Ameyo Synthesizer: Interaction workflow designer

It is traditional for Businesses that offer financial Services or even retail services to a mass market to have call centers for the purpose of managing complaints, handling inquiries, and offering customers support. With a robust Contact Center Solution, your customer service teams will be able to communicate with a wide variety of your prospects and customers and will be able to effectively manage them with a robust CRM Software tool for back-office integration. This CRM for contact centers builds a database of customer data and history which your marketing & operations teams are going to need on a regular basis.

So, If you’re looking for the best Call Center Solution or Software to improve your customer experience, with first call resolution; giving you a holistic view of all customer interactions regularly, you have come to the right place.

Call Centre Software Provider in Nigeria

As a Call Center software provider in Nigeria, Scimitar Global Services Limited (SGSL)  in partnership with its OEM/Technology partners provides a robust and dynamic Omni-channel contact center solution to Businesses; enabling them to serve and manage their customer relationships  in fastest time possible. Our Contact Center solution supports both automated inbound and Outbound communications from Telephone calls, Email, SMS, Chat and social engagements and it is designed to be highly flexible and scalable as per business requirements.

Nigeria is touted to be the next big-thing when it comes to the call center Technology industry due to its huge pool of resources – both human as well as the emerging infrastructure development. Any organization which cares about its customers and is looking to grow their business, needs to deploy a call center software which supports it in their growth story.

Choosing the Right Call Center Solution Provider and Technology 

Once you have recognized the need for a Call Center Solution, you need to find a suitable vendor like SGSL who meets your requirements. We understand that there are plenty of call center solution Software and providers in Nigeria but here are some pointers that can help you to shortlist the right vendor for you:

• Industry Knowledge and Experience: It is important to be on the same page when you are doing business with someone. The least of it is relevant industry knowledge. Choose a vendor who understands your industry and has credibility in that space.
• Cost-effectiveness: The first step is to establish your budget and then find a vendor who can provide the best ROI within that. Talking about the licenses and out of the box features should be cost-effective to be truly successful.
• Technical Stack: Once you have listed down the features that you definitely need in a call center software for you to achieve your business goals, make sure the Call Centre software vendor can provide them to you.
• Scalability: Whether you are just starting your business or its well established, having a vendor who can match your pace of growth is what you should be looking for. As the business grows so does the number of licenses required and any infrastructural or personnel scalability as well.
• Support: Look for a vendor who has the resources to cater to your needs efficiently. Emergency can strike anytime – sudden downtime or a technical glitch, their support team needs to be available with an effective solution in minimum time
• Options: At SGSL, we always give you affordable call center solutions with options to choose from, base on your  requirements, roadmap and Budget. You will have the opportunity to see  and weigh your options and really do not need to break the bank for a quality solution to meet your call center  needs.

All these competences we bring to the table when you have SGSL in partnership with our OEM partners as your choice vendor for your call center need. This is because we only bring solutions to the table not just the technology as we work with you to provide you an end to end solution.  This includes both your software and hardware requirements as well as telecoms connections and Vanity numbers. We go with you the whole nine yards and as far as you want us to go with you.

Our Partners

1.  Ameyo – The Call Center Software of Choice

Ameyo being one of the leading call center solution providers in Nigeria with more than a decade in the business and 2000+ global customer base provides a robust, future-ready contact centers for enterprises of all sizes.

Ameyo offers a CX rich solution which is scalable, easy to use, agent friendly yet affordable.

An Enterprise call center solution needs to be secure, robust & have disaster management or business continuity systems in place. Few important features are as below: –

1. Automatic Call Distribution with smart routing capabilities
2. Automatic And Predictive Dialing (AD /PD) to increase call coverage
3. Dynamic Interactive Voice Recording IVR To Guide Callers Through Flexible IVR prompts
4. Deep Integration Capabilities for third party Enterprise Systems for First Call Resolution
5. Robust Quality Management Tools with Call Center Logs- recording, notes, timestamps
6. Single view of Customer as it comes with its own Mini CRM
7. Unified Agent desktop To Enable Agents Work with a Single Window
8. Detailed Supervisor reports & Agent monitoring – Even remote
9. Work From Home Ready Solutions
10. Hot & Cold Redundancy

Ameyo being a platform build to solve all the customer experience problems offers a robust Contact Center Solution. The solution aims to enable all organizations – SMEs or Enterprises in managing their customer interactions along with getting rid of the siloed operations and workforce management.  SGSL is an Ameyo Call Center Provider in Nigeria

2. HoduSoft -High-Quality Contact Center Software

HoduSoft  provides High-Quality Contact Center Software, IP PBX Software, Audio Conferencing Software, and Voice broadcasting software to enterprises.   “HoduCC” is a comprehensive and consolidated contact center software. It guarantees to provide the best call center software that suits best for all types of call centers. Being one of the top Voice over Internet Protocol (VoIP) solutions providers across the globe, HoduSoft ensures that this contact center software offers intelligence, security, and advanced features. HoduCC has been designed in a way to make sure that user loyalty is built, and the customers’ expectations are accomplished.

3. NGUCC – Omnichannel Contact Center 

NGUCC is a modular and flexible world-class contact center solution for all your communication channels such as Voice-calls, SMS, chats and E-mails. It also integrates with your existing voice and data systems – TDM/ PRI/GSM/VOIP.

The Benefits that come with NGUCC are so many from Ease of use to Fast deployments as well as being budget friendly; it has the following features:

• High-speed Broadcasting
• Automatic Call Distribution
• Skill Based Routing
• Lead Recycling Rules
• Trunk Based Routing
• Number Masking
• Third-party CRM Integration
• Customized Reports
• Report Scheduling
• Post Call Survey
• Auto Missed Call Alert
• Predictive Dialing
• Unique ID based Dialing

 

At SGSL, It does not matter what the size of your Business is, we offer the most affordable Call Center Software for all businesses, and you have the option of having it implemented either on-premises or in the cloud. It is all about your budget and technology roadmap to achieve your business goals.

Contact Us here so that we can show you in an online demonstration, how our Call Center Solution adds values to your business and how you can make your Contact Center a PROFIT center!

Book a live demo here now.