Leading Call Center Software Solution in Kenya
Our solution is a comprehensive and consolidated call center software in Kenya. The cloud enabled software ensures the best cloud call center in Kenya solution. The system suits all types of organization needs for call center to manage and ensure a robust communication with their clients.
Our partner HoduSoft is one of the top Voice over Internet Protocol [VoIP] provider Globally. The call center solution offers great features need in the modern day world including intelligence, security, and omnichannel features
- Improve client experience
- scalability
- robust communication system
- global reach
- cost-control
- analytics and surveys
- lower maintenance cost
- faster deployment
Call Center Setup Deployment and Configuration
Different organizations have different needs. Based on your organization requirement, call center solution can be installed on your organization cloud servers or on premise.
Cloud Contact Center Software Deployment
The cloud call center deployment ensures that you can upload the contact center software on your own organization cloud storage in Kenya. The great advantage to this type of installation is that you can have remote Contact center solutions. Small and Medium Enterprise that don’t have the resources to deploy locally, will much appreciate cloud installation
On-Premise Call Center Software Deployment
On-premise Call contact center deployment means that the organization is in charge of it’s own hosting of the software. In this case all the hardware, Networking Equipment and serves are the responsibility of the organization. HoduCC can be installed on-premise of the organizations
Contact Center Software Features
Outbound Call Center Software Dialer
Every organization success depends on their product range and customer relations. In order to stand out from competitors, more and more business organization optimize their sales or customer service by investing on call center software solutions. It’s every call center software goal to have efficient outbound solutions.
More Efficient Outbound Dialing with the Best Predictive Dialer Software
A predictive dialer is a kind of auto dialer that utilizes special algorithms to dial phone numbers on a contact list before the agent becomes available. This means that while the agent is busy in an after-interaction state or busy handling another call, the system can call ahead of the agent and ensure that the agent has live calls ready after they are done with their current customer interaction. Furthermore, a predictive dialer skips over unanswered calls, busy signals, or disconnected numbers to increase the number of connected calls an agent takes.
Omnichannel Call Center Software
The omnichannel contact center software platform connects your business with customers on any digital channel. Our platform is much more advanced than other solutions out there because it offers true omnichannel.
This lets your agents communicate with any customer on a single agent desktop. Eliminate the need for different screens and different browsers by streamlining the entire communication process onto one browser. Adopting our Call Center Software platform will skyrocket your customer satisfaction scores, save your business a ton of labor and money, and destroy all existing barriers or friction in your CX experience.
Call Center Software CRM Integration
The Call Center Software CRM solutions allows businesses and organizations to track the customer experience from beginning to end. The contact center software is able to integrate with any CRM solution or system of records. Bright Pattern is easy to set up and can integrate with Microsoft Dynamics 365, Salesforce, Zendesk, ServiceNow, and Oracle Service Cloud. If your business has its own system of records, Bright Pattern can integrate with that as well. Combine CRM software with other call center technology in Bright Pattern’s contact center software to deliver an omnichannel customer experience.
Call Center Software Quality Assurance
The built-in quality assurance (QA) allows a call center and team to proactively monitor customer interactions and customer service quality, use best practices to identify areas of improvement, and gain deeper insights and actionable insights into call center quality. Ensure high quality customer service and high agent performance on any channel with an effective QA process and QA program. Bright Pattern’s QA software can help you track custom KPIs, real-time metrics, and call quality metrics like net promoter score (NPS), customer effort score (CES), average handling time (AHT), customer satisfaction score (CSAT), and first call resolution (FCR).
Contact Center Solution That Works for Your Business
Contact Center Software for Banks and Micro-finance Institutions
The banking and Financial sectors make an important role within the economic growth of every country. Dealing with critical data about their clients and customers, the need for a robust communication system becomes even more important to banks. HoduCC delivers great call and contact center software platform for major banks and micro-financing institutions in Kenya.
Call Center Software for Hospitals and Health Sector in Kenya
The health sector is one of the most important industry in any economy. Robust communication systems is definitely needed to ensure smooth operation. From receiving emergency calls to internal communication, an efficient call center software is need for hospitals in Kenya and also globally. With omnichannel capabilities, HoduCC offers even superior solutions for the health sector clients in terms of exchange of information.
BPO's Contact Center Software Solutions
With more and more need for customer experience and more organizations outsourcing their communication to BPOs, majority of business processing and outsourcing organizations are adopting digital led approach to enhance customer experience. Robust Contact center solutions is what HoduCC can deliver to your organizations in Kenya
Benefits of Call Center Software for your business in Kenya
1. Customer Services Management
With contact center software, calls can be easily routed based on the category of product or service or language and ensure that customers are connected to the right agent to handle their issues. Its very challenging to have your user agents handle everything right and thus call center software’s come in to play.
2. Omni-channel Support
The modern-day client also seeks impeccable cross-channel experience during their assistance. As several channels have now been introduced, customers expect to alter channels according to their preference and convenience. With call center software, one can fulfill this objective and deliver support across multiple channels so that clients receive seamless assistance from agents.
3. Enhanced Productivity
Modern contact center software solutions globally and in Kenya, can take care of routing the call to the right agent and offering call updates immediately, agents can respond to the requests and exchange valuable information quickly without having to manually look up customer information, thus leading to unnecessary wait times.
4. Cost Effective
Specialized call center software comes with a predictive dialing feature that automates and captures call activity, which can be quite helpful for lead management. It provides information about the ideal time to call a specific client as well as real-time metrics to close more and better sales
5. Improve Sales
Call center software can also make a great marketing tool as it responds to all inbound sales queries Having an available 24/7 customer center call can increase your sales deals significantly. People expect a quick response from your side, mainly when it deals with product information.
6. Great Reporting Features
Call center management software offers enhanced reporting features to help business managers develop strategic plans and make impactful decisions. Additionally, the reporting feature also helps them with upsell rates, revenue per call, call volume evaluations, case times, case categories
7. Reliable Data Security
Customers’ data are like a treasure for every business. It contains useful information, such as product preference and shopping history. Call center software often comes up with features like instant cloud backup. Whenever you receive customer calls, the software will immediately secure the information on its system.
8. Great Team communication and Responsibility
Call center software offers a centralized database, where employees across the departments can share and communicate client information through updates. As the information is updated centrally, call center agents can track and monitor the task and take the next steps ahead
