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The Ultimate Guide To Omnichannel Contact Center Software

TechnologyThe Ultimate Guide To Omnichannel Contact Center Software

Day by day, the lamentations of the customers are enhancing regarding customer care services. They are willing to move between conversations and channels quickly. They are expecting services that are:

  • Personalized to their requirements
  • Needs little efforts from them
  • Are consistent across various platforms
  • Provide an Omnichannel customer care experience

An Omnichannel contact center software helps customers reach out for assistance by using any channel as per their choice. It also helps agents provide a satisfactory resolution to customer queries no matter which channel they contact.

It makes the operation of the call center seamless to perish the painful experience of customers. It helps businesses in offering their customers and agents the deserving simplified customer service experience.

Omnichannel contact center software integrates chat, email, video and audio calls, social media all at one platform. It prevents call centers from using all these tools separately. It removes the stress of customers to initiate and stop interactions again and again on various platforms for just solving solitude obstacles. 

Contact center software helps businesses to pass all conversations on various platforms to agents, enabling them to offer a quick resolution of customer queries with 100% satisfaction.

The role of call center software in shaping customers’ experience

Customers always like to get in touch with a knowledgeable agent who knows all the past issues and interactions. They expect that contact centers have this data to solve their problems. 

The more your agents know about customers, the easier it will be for them to offer a satisfactory resolution to the problem. They thus provide a better customer experience.

Omnichannel contact center software arguably plays the most crucial role in crafting customer experience. Its main goal is to use data to fuel agents’ conversations with customers. It empowers agents with the necessary information they need to solve problems faster without switching between platforms. It helps them to offer personalized customer service to the customers, thus enhancing the satisfaction rate.

Companies can offer intuitive customer experience with seamless integration between virtual agents, mobile apps, real-time social media support, IVR, self-service options, and live combination with agents to offer better customer experience.

Omnichannel contact center software offers a real-time perspective of customer’s interaction with the agents regardless of used channels. It bundles analytics, knowledge management, CRM, and all other platforms from which customers can reach out to you.

Reasons why businesses should implement Omnichannel contact center software

1. Call center software offers better customer care experience

Expectations of customers are enhancing gradually. They expect the agents to be well versed with complete details of products and services to provide customers with a satisfactory solution. Call center software offers all necessary ingredients to assist agents in providing quick resolution. 

2. Contact center software integrated with modern tools and technologies

Call center software is robust, agile, and scalable to incorporate new technologies with it as and when required. Highly advanced contact center software works as large rivers with tributaries having several pools of customer data.

IT experts can easily integrate new technologies into them. It is thus providing a single house for complete data of customers. You can easily upgrade it without halting the services. 

Open API and tight integration of contact center software makes it easy for users to reform their systems. No matter which contact channels customers use to contact you, agents can find all historical information at a single place.

3. Omnichannel contact center software helps in analysing the performance of call center

It provides comprehensive coverage of the performance of all the agents working across various platforms. Businesses can measure and monitor follow things by using contact center software-

Measure the length, hold time, and origin of calls across multiple channels.

Check out how many inquiries have come through various channels, including chat, social media, and self-service channels.

Find which particular channel customers use more frequently to contact you.

Track customer service journeys on IVR, website, and mobile applications.

HoduCC Omnichannel contact center software

HoduCC is one of the leading VoIP service providers, has come up with robust, intelligent, and secure contact center software. The call center solution is rich in features and caters to various benefits to its users. It is versatile and can be used in all types of call centers, whether outbound, inbound and blended call centers.

It permits agents to offer personalized support, measure and provide call support, and provide a quick resolution to customers. It can comfortably accommodate expanding requirements of comfort and sales teams, and end-users resulting in higher productivity, more client satisfaction, and reduction in cost incurred in the operation of call center software. 

Key features of HoduSoft’s contact center software

HoduSoft’s call center software has a plethora of features few of them include:

  • Skill-based mapping 
  • Multi-Level IVR
  • WebRTC Phone
  • AutoDialer
  • Real-time Analytics and report
  • Multi-tenant and single tenant 
  • Automatic distribution of call
  • Call conference
  • Event Management
  • Time based inbound call routing
  • Trunk management
  • Real-time Queue and agent status
  • DNC control
  • Theme selection
  • DID management
  • Multi-users login
  • Answering machine detection
  • SMS broadcasting
  • CRM integration
  • Configurable scripts

Why use HoduCC contact center software

Today’s contact centers are getting advanced and are adopting various technologies to make a better customer experience. Competition in contact centers is enhancing aggressively; therefore, it is highly essential to feature them to have advanced featured omnichannel contact center software. HoduCC call center software is one solution for all types of call centers. We provide contact center software that provides:

  • Free training and support
  • Advance features to meet all needs of the business
  • Reduced operational costs
  • Better Resource utilization 
  • Improved productivity


Contact center software provides a 360-degree view of customers’ requirements and helps companies to offer their prosperous customers a better customer service experience.

If you are interested in implementing call center software at your workplace, feel free to contact us at HoduSoft. We provide customized software for your Omnichannel contact center to meet all the requirements of your business.

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