Omnichannel contact center solution for BPO
THE OPERATIONAL BACKBONE FOR YOUR BPO
One contact center software to streamline multi-client operations
The AI-powered suite built to scale & adapt with you
Challenges
- Leads to longer wait times, call abandonment, & agent overload
- Decreased customer satisfaction
- Potential loss of business opportunities
Solutions
- Self-Service IVR
- Intelligent Call Routing
- Distributing to Various Channels
Challenges
- Higher Infrastructure Cost
- Increased Maintenance & Limited Scalability
- Disconnected Interactions & Longer Response Times
- Potential Account Data Confusion & Error-Prone Support
Solutions
- Tap into Multi-Tenancy
- API-Based Tenant Account Management
Challenges
- Decline in overall service quality
- Lower agent morale & productivity
Solutions
- Leverage AI and Automation
- Implement Chatbots, Voice Bots, & virtual assistants
- Self-Service IVR
- API-Based Customer Query Authentication
Challenges
- Decreased Agent Morale
- Increased Call Handling Time
- Frustrated Customers & Lower Satisfaction Scores
- Increased Operational Cost
Solutions
- Agent Call Handling SLA
- Leverage Real-Time Analytics & Reports
- Implement Quality Analysis
- Use Workforce Management Tools
- Utilize Performance Metrics
Challenges
- Disconnected Experiences for Agents & Customers
- Inaccurate Resolutions
- Low FCR rates
- Agent Knowledge Gaps
- Incomplete Customer History
Solutions
- Unified Data from Knowledge Base
- CRM (In-built and third-party integration) & IVR
- Contextualized Intelligence: Predictive Insights and Relevant Information
- Real-time Data Synchronization between Systems
Choose your deployment:
single or multi-tenant
Differentiate from the competition
You’re in good company
We’ve Been Working With HoduSoft Since 2017, And It Has Been An Incredible Journey. A Big Thank You To The Support Team For Always Prioritizing Our Needs And Helping Us At A Moment’s Notice. We Truly Appreciate Every One Of You. We Look Forward To A Continued, Successful Partnership In The Future.
On behalf of Telnorm, I want to express our gratitude to the HoduSoft team for all your support, trust, and to opportunity to test your platform and develop applications. We are very satisfied with the cost-efficient application and cost-efficient solutions. HoduSoft and Telnorm are a great team.
I am very happy that we are connected with HoduSoft, it’s been a fruitful relationship over the past two years. Thank you for the amazing products and innovative solutions. My experience with hoduSoft is nothing less than awesome.
We’ve been working with HoduSoft for the past six months, and they’ve been helping in developing software and dialers tailored to our needs. taking the time to understand our requirements and delivering solutions that meet them. We’re very satisfied with the product and service.
We have been using HoduCC from last two years to handle our complete call centre The Product is amazing and one of the standout features is its seamless integration with our existing software. I would recommend HoduCC Thank you for all you do to keep us running smoothly.
We’ve been working with HoduSoft since 2017, I appreciate the support team has provided over the years. I count on the team and management to continue strengthening this support. I look forward to discovering new opportunities and ventures as we expand into new markets and services
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Frequently Asked Questions
FAQs
Contact center software for the BPO industry is a comprehensive solution designed to streamline call center operations for business process outsourcing companies. To understand what is a BPO, it is a call center that manages customer communication services, such as handling support calls and other digital interactions. Businesses choose to outsource these functions to BPO providers to benefit from specialized expertise and cost savings, though there are potential risks involved. This software encompasses features like automated dialing, call routing, call center management, and customer support functionalities to enhance efficiency and productivity.
Essential features include automated dialing to increase call volume, intelligent call routing to match calls with qualified agents, robust call center management tools for efficient operations, and comprehensive customer support capabilities to resolve inquiries effectively.
Customer support software is a vital component of BPO contact center solutions. It enables agents to manage customer inquiries, resolve issues, and provide excellent service. This software often integrates with other tools to offer a seamless customer experience.
Cloud-based call center software is a hosted solution that provides a BPO call center with flexibility, scalability, and cost-efficiency. It eliminates the need for on-premise hardware and software, allowing businesses to focus on core operations while enjoying the benefits of remote access and automatic updates.
An automated dialer significantly enhances efficiency in BPO call centers by automatically dialing phone numbers, connecting agents with live prospects, and reducing idle time. This leads to increased call volume, higher productivity, and improved sales or customer service outcomes.
Call routing software intelligently distributes incoming calls to the most appropriate agents in call centers based on various factors like skills, availability, and call queue length. This optimization improves call handling times, increases first-call resolution rates and enhances overall customer satisfaction.
Call center management software provides essential tools for monitoring agent performance, managing call queues, generating reports, and analyzing call data, making it a crucial component of business process outsourcing BPO. It empowers BPOs to make informed decisions, optimize operations, and drive continuous improvement.
Inbound call centers handle incoming calls from customers, while outbound call centers make outgoing calls to potential or existing customers. Inbound call centers typically focus on customer service and support, while outbound call centers focus on sales, lead generation, or market research.
Contact center software for the BPO industry is a comprehensive solution designed to streamline call center operations for business process outsourcing companies. It encompasses features like automated dialing, call routing, call center management, and customer support functionalities to enhance efficiency and productivity.
Essential features include automated dialing to increase call volume, intelligent call routing to match calls with qualified agents, robust call center management tools for efficient operations, and comprehensive customer support capabilities to resolve inquiries effectively.
Customer support software is a vital component of BPO contact center solutions. It enables agents to manage customer inquiries, resolve issues, and provide excellent service. This software often integrates with other tools to offer a seamless customer experience.
Cloud-based call center software is a hosted solution that provides BPOs with flexibility, scalability, and cost-efficiency. It eliminates the need for on-premise hardware and software, allowing businesses to focus on core operations while enjoying the benefits of remote access and automatic updates.
An automated dialer significantly enhances efficiency by automatically dialing phone numbers, connecting agents with live prospects, and reducing idle time. This leads to increased call volume, higher productivity, and improved sales or customer service outcomes.
Call center management software provides essential tools for monitoring agent performance, managing call queues, generating reports, and analyzing call data. It empowers BPOs to make informed decisions, optimize operations, and drive continuous improvement.