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5 Must-Have Tools that Maximize Contact Center Success and Optimize the Customer Experience

CommPeak Blog

April 21, 2021

Operational efficiency and success depend on the tools contact centers choose to incorporate into their daily practices. When equipped with the proper communication solution, contact centers can maximize productivity while simultaneously providing exceptional service. 

Reports reveal that the optimal, intelligent products can compel customers to spend up to 140% more. However, because so many vendors offer varying services, it can be tricky to distinguish which solutions truly help achieve the intended business goals.

Fortunately, we’ve put together a list of the most critical communication tools and capabilities that will help you maximize your contact center’s success on multiple fronts. 

The Keys to Success

1. Superior VoIP Services and Reliability 

Although VoIP technology was rightly subjected to skepticism when introduced to the market, VoIP call quality today is consistently clear, without latency issues. 

Nevertheless, for contact centers that want to outperform their competitors, satisfactory quality is not enough. Choosing a VoIP provider that supplies superior services, on the other hand, can enhance your business reputation. Communication solution vendors that provide direct connections to Tier 1 providers and shorter routing minimize interruptions, helping to bolster success. 

2. An Intelligent Dialer

A dialer automates your contact center’s outbound dialing process. By eliminating the time-consuming task, contact center employees can better focus their attention on customers. 

While the streamlined dialing process is a primary function, other, more advanced dialers can also perfectly match the agent and lead. The automatic ideal pairing process can make connections based on spoken language, experience, and expertise levels. Because agents and leads are thus more compatible, communication becomes more effective.

3. In-Depth Analytics and Insights 

Although several tools can track KPIs, your contact center must choose a comprehensive, thorough, and user-friendly one. 

The optimal statistical analysis software should examine the total number of calls, their average duration, and more. The transparent tool should also be able to distinguish between agent, desk, and shift times. By understanding these metrics, contact centers can optimize operational processes.

4. Accurate Speech Recognition and Transcription

Call centers should adopt an advanced speech recognition tool that can rapidly transcribe recorded dialogue into an accurate transcript. Gaining access to a text version of customer-agent conversations enables you to discover talking patterns that amount to success. 

Similarly, you’ll be able to identify ineffective communication conventions and subsequently implement corrective measures.

5. Smart SMS Services 

In today’s fast-paced world, more pressing tasks than answering the phone occupy leads’ minds. However, an SMS message allows them to explore your contact center’s offer and reply on their own time.

Likewise, an IVR capable of sending messages to customers waiting in queues increases their willingness to wait.  

The best SMS tools also reveal detailed performance metrics, allowing you to manage and configure different factors, helping your contact center optimize campaigns. 

Unlocking Prosperity With CommPeak

CommPeak, the leading provider of the full-suite operational innovative communication solution, offers all these services and more, available on a modular basis. 

We provide premium, tailored A-Z SIP termination services spanning across the world. With direct connections to Tier 1 providers and 12 strategically placed PoPs, your call connectivity will be crystal clear. 

By fully automating the dialing process, the prognostic CommPeak Dialer helps agents reach more leads throughout the day. Our Dialer is highly configurable to ideally match agents with leads based on relevant skills, maximizing customer satisfaction. 

The unique CommPeak Cloud PBX Stats tool reveals business results by visualizing, managing, and monitoring your call center’s operational productivity in real-time, keeping you informed. 

CommPeak’s Speech-to-Text enhances compliance by automatically transcribing phone recordings. Recognizing more than 120 languages, customers across the globe receive consistent service.

Finally, our feature-rich SMS Service helps your contact center engage with their customers better. Additionally, our Dialer comes with a customizable IVR that sends queued callers personalized messages, ensuring they feel acknowledged and appreciated. 

Ready to meet multiple business targets and goals with the CommPeak full-suite operational communication solution? Contact us today.