Call Centre Management Systems and Software

  • Call Centre Management Systems & Software

Need Call Centre Management Systems and Software for your Small or Medium Enterprise

Get the best Call Centre Management Systems / Solutions for your business to manage your business, save money and improve your bottom line. Ideal for all businesses - Small, Medium or Large Enterprises

Call Centre Management Systems & Solutions

We represent a network of reputable call centre management software & solution providers, that specialize in software for call centres to manage all aspects and processes of their contact centre.

Cover all call centre management processes

Inbound and outbound capabilities, Call Logging, Call Routing, Call Scripting, Campaign / lead Management, Compliance Management, Escalation Management, IVR / Voice Recognition, Knowledge Base, Live Chat, Quality Management, Queue Management and more

Call Centre Management Systems with endless benefits

Improve Agents Productivity, Maximize Supervisor Control, Monitor Quality and Record Keeping, Routing Rules, Increased Customer Satisfaction, business tools integration and more

Call Centre Management Systems & Software & Solution Vendor Match

We provide a free and unique Call Centre Management System Provider match service to help you find the right contact centre management solution for your business. Simply answer a few questions about your software requirements and let us find the right software that meets your specific business needs. Our software solutions experts are waiting to match you with the right call centre management system / software today. We take all the guess work out of finding the ideal Call Centre Management Software for your Business! Our Solution Providers are located throughout Southern Africa, including Johannesburg, Pretoria, Durban, Cape Town and Surrounding areas. They come highly recommended with a proven track record and portfolio consisting of some of South Africa's top businesses.

call centre management system software

Need Call Centre Management Systems and Software for your Small or Medium Enterprise

Get the best Call Centre Management System / Solutions for your business to manage your business, save money and improve your bottom line. Ideal for all businesses - Small, Medium or Large Enterprises

Benefits of using Contact Centre Management Software

Maximize Supervisor Control 
Call Centre Management Software provides supervisors with actionable insight into current contact center activity with a multimedia dashboard view and color-coded alarms. The call centre solutions provided by our vendors offers a host of multisite efficiencies and cost-of ownership advantages.

Maximize Agent Productivity with Web-Based, Multimedia Interface 
Maximizing agent productivity is the key to contact center success. Agents require intuitive, comprehensive, and easy-to-use tools so they can consistently provide superior service. Call Centre Software maximizes the use and performance of agent resources by moving agents seamlessly between handling inbound and outbound call campaigns, replying to e-mail, and conducting Web chats. Agents are empowered with Web-based access to comprehensive customer interaction histories that include agent notes, call recordings, chat session transcripts, and emails sent to or from the contact center.

Built-In Quality Monitoring & Recording 
Many of our call centre solutions provides a supervisory tools that delivers the right data at the right time in the right framework, enabling supervisors to make realtime decisions that improve customer satisfaction and the contact center’s performance. The supervision tools are integrated by design to include real-time dashboards, historical reporting and powerful quality management capabilities. Some software even allows supervisors to speak to agents during customer calls without the customer hearing the sidebar conversation, a feature known by some as Whisper Coaching.

Create & Modify Routing Rules In Real-Time 
Call Centre Software uses a menu-driven approach for defining transaction routing rules. This innovative method results in faster, easier creation of routing scenarios. Administrators are directed by menus to define their routing and queuing requirements for all transactions, and guided through a preliminary needs assessment and system set-up using a series of targeted questions.

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Choosing the Right Contact Centre Management Solution or Software for your Business

Choosing the right call centre management system / solution for your business 

Unfortunately for many companies and contact centres, selecting the right call center management software / system for their business can be a time-consuming and confusing task. Not only is there an abundance of suppliers, you also have to wade through a lot of different technology options too!

Be clear on your business objectives and your budget

Before you make your choice you need to be very clear on your contact centre requirements. Are you looking for an easier way to manage calls or are you looking for more advanced way to manage operations, agents, queries, etc? Make a list of what you require.

Don't forget to include your budget limitations as well. Knowing what you're willing or able to pay will help to winnow out useless features.

Prioritize the contact centre management solution features you need

Once you've made your list you can think about prioritizing these requirements. Make sure that you identify the top 3 to 5 features that you need to have to make your investment in a call centre solution successful. Don't overlook basic but important operational requirements.

Once you have fleshed out these requirements you can start a review of your call centre management system hardware technology options. The good news is that through our vendor match service, we can help you sift through the many options and match your requirements to the best 3 to 5 software / solution providers.

Interviews with call centre management software and system suppliers

You can learn alot about what you need through a thorough interview of prospective contact center solution providers. Don't hesitate to ask for demos of call centre management systems. You might find that smaller software / solutions meet your budget and feature requirements better than the unwieldy contact centre management systems offered.

Identify hidden costs

When we've helped you narrow down your search, we can then identify all the costs for the systems. How much of your monthly fees are hidden hardware costs? Are license fees too high? What about implementation and support? These hidden fees start devouring your annual contact centre management budgets before the ink is even dried.

Need Call Centre Management Systems and Software for your Small or Medium Enterprise

Get the best Call Centre Management System / Solutions for your business to manage your business, save money and improve your bottom line. Ideal for all businesses - Small, Medium or Large Enterprises