There is an increasing focus on omnichannel, multichannel, artificial intelligence, and automation. These are the new and innovative scenarios facing companies involved in today’s customer service.

The race to have the best omnichannel call center software is often paved with pitfalls and easy promises.

So how can one choose the product best suited to their business needs, considering the real advantages that are not just mere decoys?

Understanding omnichannel software

First, it is helpful to understand what is meant when we talk about omnichannel.
At its base, omnichannel refers to an integrated approach to customer service that creates a seamless experience across various communication channels. Unlike multichannel solutions, which can handle different channels separately, omnichannel omnichannel software enables a unified experience. This means that whether a customer contacts the company via phone, email, or chat, their story and context are preserved, making interactions more consistent and personalized.

The role of call center software

Omnichannel call center software serves as a centralized hub for managing customer interactions. By integrating various communication channels into a single interface, it enables customer service agents to access all relevant information without having to switch between different systems. This capability not only improves agent productivity, but also enhances the overall customer experience.

Benefits of omnichannel call center software

So why do we often talk about the advantages or benefits of using omnichannel software for customer care management?
Customers today are used to having a basic concept when they are forced to turn to a customer service: immediacy. That's because we live constantly connected, with a tool, the cell phone, that allows us, in most cases, to have direct answers to our questions.
That's why we expect the same thing all the more if we're in trouble: when a product doesn't work, or we want support in choosing a garment or service, if we need to book visits...the list could go on and on.
We call customer service and demand the speed of response and solution that we've become accustomed to.
And that's where omnichannel management of the customer experience.

Improved customer experience

The main benefit of omnichannel software is its ability to provide a better customer experience. When customers can switch seamlessly between channels, they feel valued and understood. For example, if a customer starts a conversation on social media and then continues it over the phone, agents can access the full context of that interaction. This continuity reduces frustration and builds trust.

Increased efficiency and productivity

Omnichannel solutions simplify workflows by providing agents with a unified view of customer interactions. This reduces the time spent searching for information and lowers response times. In addition, agents can handle multiple interactions simultaneously, increasing their productivity and allowing them to focus on solving complex problems rather than managing multiple systems.

Data-driven insights

Another significant advantage of omnichannel software is its ability to collect and analyze data from multiple channels. This data can provide valuable insights into customer behavior, preferences, and pain points. By leveraging these insights, companies can refine their strategies, target their marketing efforts more effectively, and ultimately improve service quality.

Increased agent satisfaction and retention

When agents have the tools they need to succeed, they are more likely to feel satisfied in their role. Omnichannel software reduces the stress of managing multiple systems, allowing agents to focus on delivering excellent service. As a result, companies can experience lower turnover rates and higher employee satisfaction.

Key features to look for in omnichannel software

Choosing omnichannel software for your customer care needs careful consideration. Certain features should be considered that will make the transition easier.

  • Ease of integration
    An omnichannel software should integrate seamlessly with existing tools, such as CRM systems, email marketing platforms, and social media management tools. This integration ensures that all customer information is centralized and accessible, enabling agents to provide informed service.
  • Real-time analytics
    You need to choose software that offers well-structured analytical capabilities. Real-time reporting allows you to monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores. These insights can help identify trends, monitor agent performance, and make data-driven decisions.
  • Artificial Intelligence and Automation
    Incorporating AI-based tools, such as chatbots, can improve omnichannel strategy. Chatbots can handle routine requests, freeing agents to focus on more complex issues. In addition, AI can provide predictive analytics, helping to anticipate customer needs and personalize interactions.
  • Scalability
    As a company grows, the software should be able to follow its needs. Look for solutions that can accommodate an increasing number of users and channels without compromising performance. This scalability ensures that you can continue to meet customer demands as the business evolves.
  • Cost
    Price obviously also matters. It should be commensurate with the type of product, but also with the service behind it and the degree of customization the manufacturing company is able to offer.
  • Improvement possibilities
    How feasible will it be, after purchase and implementation, to refine processes and make changes to the system? Is optimization something that is anticipated, in the process of installing the new omnichannel software?

XCALLY: omnichannel implementation success stories

XCALLY with its omnichannel suite has, over time, faced several challenges with its partners and clients to create solutions that meet the needs and expectations of the companies it has partnered with.

Omnichannelality in e-commerce

Partner INGO was asking for the client, a well-known consumer electronics retailer with more than 500 stores scattered throughout Italy, for a solution that would optimize product tracking for the client's e-commerce, making processes faster through an omnichannel system.

XCALLY has been integrated with pre-existing operating systems: Salesforce for CRM, SAP Hybris for ERP and MuleSoft, using phone and mail channels. In addition, an customized Interactive Voice Response (IVR) and a Call Me Back service to handle queued calls.

The solution created, based on the client's needs and requirements, resulted in efficient management processes, business continuity, and a comprehensive overview of data through a customized dashboard, and as an end result, an effective improvement of the customer experience in toto.

XCALLY applied to the financial world

When it came to dealing with the demands of Mukuru, a strategic partner of XCALLY and a company focused on the financial sector, it quickly became clear that the desire was to take full advantage of the possibilities offered for Whatsapp and Webchat services applied to customer service.

The tailor-made project realized then implemented an IVR system, created ad hoc customer paths through API integration, and included the Whatsapp channel to create an efficient and engaging customer journey.

And the results of this solution speak for themselves: a +25% increase in the speed of responses; 100% of calls assigned to digital calls and chats, thanks to XCALLY's automation; a 19% improvement in the response rate to voice calls.

Why choose XCALLY as your call center omnichannel software

Investing in omnichannel call center software such as. XCALLY is a strategic move for companies aiming to thrive in today's competitive landscape. By offering a seamless and integrated customer experience, companies can build loyalty, increase satisfaction and drive revenue growth. Embracing this technology is essential to staying ahead of customer expectations and ensuring long-term success.