Why Your Call Center Needs OnContact CRM Software

In order for a call center to be truly effective, it needs a lot of organizational measures in place. Calls need to be handled efficiently and fully, records need to be kept accurately, resources need to be deployed quickly, call center representatives need to stay busy and held accountable, etc. To accomplish all of this, why not rely on one comprehensive, centralized software solution? That’s where OnContact CRM by WorkWise comes in. Let’s take a look at some of the reasons why your call center can’t afford to miss out on all of the solutions this software package has to offer.

We integrate with CTI switches

If you run a call center, you probably also need to rely on CTI switches for incoming calls and hands-free communication. Well, you’re in luck! OnContact integrates seamlessly with a plethora of the most popular CTI switches. Click-to-call and click-to-answer functionality is crucial in high-functioning call centers, as it increases the likelihood for resolving customer issues on the first contact. With CTI integration, we’re putting innovation at the forefront of your contact center to improve customer service.

Computer-integrated screen pops

Keeping with the trend of technology and software innovation, we’d like to introduce you to another helpful tool included in our contact center solution: alerts and screen pops. When working in a call center, the last thing you need to worry about is missing an alert because you have to scroll through a multitude of screens and dashboards. OnContact’s offering gives you the ability to have integrated screen pops appear on your computer, so you don’t have to waste time sorting through screens. The alert is right there in front of you, saving time and giving your call center representatives peace of mind.

Additionally, you’re able to make immediate changes to any call scripts that your representatives rely on while handling calls. With real-time updates and changes, you’ll always be equipped with the most up-to-date information and resources available to you.

Intelligent call scripting

Call scripting needs to go beyond simple text boxes. That’s why our call center software provides HTML capabilities as well, including images, links, and more. Call agents can also save notes and other reminders via the customer relationship management application while handling calls.

Customization

Just like the rest of the OnContact CRM software solution, contact center is totally customizable to fit your business’s unique needs and demands. Our experts will work with you to ensure that the product is working the way your business requires it to. We do this because we believe that software products should always work FOR the customer, and not the other way around.

It’s included with our CRM

You can’t have a quality contact center software package unless it’s 100% integrated with your customer relationship management solution. Fortunately, our call center package is included with the price of OnContact CRM. No upcharges, no additional fees. You’ll be able to access all of your customer financial and historical information directly within the contact center application, without having to search through numerous screens and software solutions. And since it’s integrated with OnContact, you don’t have to go through numerous support service teams. We’ll take care of it all for you, from call center to marketing automation and more.

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