Doesn’t matter what your business size is, HoduCC is most affordable Contact Center Software for small businesses as well.
HoduCC Key Features
- Predictive Dialer
A Predictive Dialer is an ideal tool for businesses with huge call volumes. The Predictive Dialer has a functionality to anticipate when to place next call i.e. based on the number of agents and the stipulated average talk time it adjusts its calling pattern. For e.g. If the agent’s availability is on the higher side and also the call is short, Predictive dialer dials the number more frequently. Similarly, if agents are not available or the average talk time is more, it adjusts accordingly and ensures to keep the customer on less or no hold.
- Auto Dialer
Automation can be a major contributor in better resource utilization and increased productivity. The auto dialer feature of HoduCC will automate a crucial part of an outbound calling campaign in a contact center. This will fetch the leads from the database or CRM and call the number of leads as per the dial ratio. Once the call is connected, it will detect who is on the other side of the phone, a human or an answering machine or busy signal. If the system detects an answering machine or voicemail, it will be dropped at the same moment to save time and thus increase the efficiency of the dial rate.
- Skill Based Mapping
Using this feature, route your calls to the right agent at the right time. With Skill Based routing, the customer calls will be routed to the agents with whom the customer would be interested in talking to as the calls will be segmented on the basis of each agent’s skills. This makes the communication more precise and raises the accuracy level.
- WebRTC Phone
In the corporate world, utilization of work space is a crucial part which has to be done in a way which suits to everyone. Especially in Contact Centers, small cubicles are crafted for executives where desktop, external phone, headphone and other stuff is kept; it becomes extremely clumsy as they hardly have space to fit into it. HoduCC has come with a solution for the businesses working in less space. Unlike other softwares, HoduCC has inbuilt webphone which is based on WebRTC technology.
Assist the clients through email even if the agents are busy with lined up calls. HoduCC lets your agents resolve the client’s concern 24×7 even after business hours. Unlike the phone, emails offer official communication and provide a sense of confidence to the client. The agent can write customized templates based on their business process. Thus, prompt response to the clients leads to customer satisfaction.
- Chat
Contact Center Software is all about providing excellent services to the customers and therefore, more and more communication channels have been introduced to engage the customer. One such effective channel is “Live Chat”. HoduCC provides a ready plug-in to integrate with client website to chat with customers. It is a great way to exponentially increase sales and customer satisfaction.
- Video Call
Every day, more and more people rely on texts, mobile messengers, and video-calling applications to communicate, and so should your contact center. Video calls put a face to the name, so to speak, enabling agents and customers to build trust and receive feedback fast. Even real-time chats cannot match the quality of face-to-face conversation. Video chat can be used in various ways to improve customer experience. For instance, they can be incorporated with FAQs as visual answers on the website for getting messages across clearly. Customers will relate better if actual people are featured in the videos.
- SMS
With SMS functionality in HoduCC, let your client instantly message their concerns to the agents wherein the agents can offer instant support. It’s a time-saving feature, where customers don’t have to wait in a call-queue and can get instant resolution. This will not only improve customer satisfaction but will also add loyalty.
- Social Media
HoduCC – Omni channel contact center software delivers advanced social media capabilities for customer service and organizations. HoduCC is engineered with social media built-in so you can reach out, engage, monitor, and support your customers on their preferred social network like Facebook, Instagram & Twitter.
- Automatic Call Distribution
HoduCC’s Advanced ACD helps you in evenly distributing the calls among available agents by following specific strategies. Calls need not be handled manually, so the concentration can solely be on performance and achieving the objectives. With the predefined ACD protocols, calls will be automatically routed to the available agents, which avoids burden on a single agent and also keeps the customer on less or no hold.
- Real Time Analytics And Reports
For any call center, analytics and reports are very much important to measure current performance, find improvement area and improvisation. The reports play a major role in decision making. Here Real time analytics and reports can provide minute level details in real time to the supervisors and management to keep close eyes over the performance of the agents and ensure they are providing the best customer experience to the callers.[/vc_column_text][/vc_column][/vc_row][vc_row][vc_column][vc_column_text] [/vc_column_text][/vc_column][/vc_row][vc_row full_width=”stretch_row_content_no_spaces” wrap_container=”yes” text_align=”justify” css=”.vc_custom_1534495490489{background-color: #c94539 !important;}”][vc_column width=”1/6″][/vc_column][vc_column width=”2/3″ text_align=”center”][vc_column_text css=”.vc_custom_1534496087701{padding-top: 10px !important;background-color: #c94539 !important;}”]© Copyright 2018. All Rights Reserved [/vc_column_text][/vc_column][vc_column width=”1/6″][/vc_column][/vc_row]