Support your customers with call center software
What is call center software?
Call center software (or contact center software) lets phone calls from your customers and users reach your agents for customer service, solutions and sales. In the outbound contact model, it is where your agents place calls to prospective customers.
Zendesk Talk is call center software built directly into the Zendesk Support ticketing system.
Customers want contact
Contact center software does more than make phone calls and allow live interaction. It includes integration with information resources so that agents in the call center can quickly access and provide solutions to customer problems. Software and technology can upgrade the call center to an online communication channel that is second only to a storefront presence. Interactive voice response (IVR) allows customers to navigate and self-qualify, up to the point where a live agent can take over the phone call.
As opposed to offline resources, call center software offers SMBs and enterprises alike a live, online platform for customer support. To make call center management even easier, most contact center software also operates in the cloud, with integration to systems like CRM, help desk, PBX, knowledge base and social media.
The call center counts
When the technology inside the contact center is well implemented, agents add even more value as an outbound sales team. The software provides them with pricing information, solutions and other resources they can deliver directly to prospective customers on the first call. Integration with the company's CRM management system ensures that the call center always has complete details on the relationship with the customer. In addition, cloud software solutions make customer details available on a global basis, to any agent on the network on a call anywhere in the enterprise.
Seize the phone
Your IT team can configure the phone system and obtain any necessary hardware. Most call center software is not complex to set up, and dashboards and workflows make long-term management of the contact center solution easy.
How Zendesk helps
Zendesk Talk is software designed for conversations with customers, users and prospects. The software helps agents reach solutions to complex issues faster. Integrated with Zendesk Support, Talk provides access to full customer history, automation and call recording so agents can focus on conversations instead of workflow.Get more communication in your call center.
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Offering exceptional customer service is the primary goal of a call center; and a call center system is the structure keeping it all together. Learn more.