Outbound contact center software can be a tedious process. From outdated data to upset customers, an outbound calling campaign can be difficult to successfully get through with little to no hiccups. Having the right outbound tech stack is a must for contact centers that wish to maximize their efficiency. That’s why it’s important for outbound contact centers to regularly revise their tech stack to make sure that agents have what they need to perform all necessary job functions.
Table of contents
- Top outbound contact center tech stack tools
- Tech stack tools to consider shutting down
Problems can arise when contact centers use irrelevant or inefficient software and apps. This can happen for a number of reasons. At times one department may invest in a new platform in order to perform just one task. Other departments may use a different application to complete that same task, and others may skip completing it altogether. The overload in unused and barely used applications can create a chaotic environment, resulting in siloed data and unnecessary monthly expenses. It can be difficult to distinguish between what’s necessary and what’s not. That’s why we’ve compiled a list of the top applications and platforms for your outbound contact center’s tech stack. Read on to see what’s currently trending and what you should consider parting ways with.
Top outbound contact center tech stack tools
High-reliability dialing solutions
One of the most powerful tools any outbound contact center relies on is a dialer. The top dialers use advanced technology to cover multiple bases. For example, LiveVox’s ADS (Automated Dialing Solution) helps agents maximize efficiency by launching calls quickly and back-to-back. It includes compliance controls to ensure that contact centers stay on top of federal regulations.Other features such as contact segmentation make outbound efforts more efficient by organizing leads into lists separated by attributes such as marketing stage or previous customer status.
Contact centers can even separate lists of contacts that are DNC or that have exceeded a maximum amount of dials. Outbound campaigns that require heavy calling can be quickly completed using an efficient ADS. Preview-All, another type of automated outbound dialing solution from LiveVox, allows agents to revise a customer’s account before making a call. A customer’s relevant information automatically pops up for an agent without having dialed out. Agents have the option to skip it. If they choose to make the call, they can prepare beforehand by revising the customer information that is populated. Manual dialing solutions are also important to include. They allow agents more flexibility and control as needed during outbound calls, particularly when each agent owns their own accounts.
Advanced risk mitigation technology
One of the most stringent sets of regulations for outbound contact centers is the TCPA. Companies often need to reach customers on cell phones. Now with the number of landlines customers own is dwindling away, most have come to rely on a cell phone for communication. However, the TCPA restricts contact centers from using auto dialing to call cell phone numbers. Risk mitigation is a top concern for contact centers, and having a reliable dialer can help ease those concerns. LiveVox developed a solution to overcome this problem with its HCI solution. The Human Call Initiator solution provides a physical separation from different outbound calling systems. It also requires human intervention, which true auto-dialers do not. Without an agent’s initiation, outbound calls cannot be made. HCI allows contact centers to reach out to customers on their cell phones while mitigating compliance risk.
Another quality management solution includes enhanced call and screen monitoring. Supervisors can help reduce risk by having access to every single interaction agents have with customers. LiveVox’s Call and Screen Recording tool empowers team supervisors to monitor agents and address possible issues. Coaching and training becomes more effective, giving agents valuable insight into best practices that reduce compliance risk.
AI is at the heart of many customer service interactions. AI makes workflows more efficient and results in greater customer satisfaction. For example, LiveVox’s Virtual Agents use AI-driven technology to interact with customers on call or chat. The Virtual Agent’s ability to understand human speech is made possible through AI. Customers crave personalization that comes from talking to a real person, which is why LiveVox’s Virtual Agents are designed to customize every single interaction and successfully transcribe what customers are saying.
AI also plays a part in quality management. Automated Scorecards are generated for every agent. This gives supervisors a holistic overview of how an agent has been performing. Advanced speech analytics can transcribe every interaction an agent has. You can easily customize your scorecards based on your contact center’s needs. Supervisors’ time is freed up, and they can quickly identify agents who may need extra support using automated scorecards.
Tech stack tools to consider shutting down
Disjointed software with poor integration capabilities
Software that doesn’t integrate with other applications can be a huge bottleneck for agents. They impact the customer experience negatively when agents are on the phone and can’t access the data they need. The agent experience also suffers as simple tasks turn out to take much longer than they should. Consider moving away from apps and platforms that are unable to integrate with the rest of your workflows.
On-site servers and high maintenance hardware
Moving to cloud-based platforms in the outbound contact center provides numerous benefits over expensive and outdated physical on-site hardware. One example is downtime stemming from IT problems. Having on-site malfunctioning servers can result in the loss of days of productivity. Usually, repair techs must come onsite to fix issues. Using cloud-based solutions removes the need for outside techs to come and repair anything. A simple phone call to your provider can usually resolve an issue quickly. Updates to equipment can also drag on when waiting on IT, and can also result in unnecessary downtime. A cloud-based solution can automatically update behind the scenes and have little-to-no impact on agents at all.
Limited communication platform
Omnichannel communication is a must for any outbound call center. If your call center’s communication platform only has voice capabilities, consider upgrading to an omnichannel platform instead. Customers expect companies to provide different channels of communication besides voice such as webchat, email, and SMS. When you provide customers with options and meet them where they’re at, you are essentially providing an enhanced customer experience. Using a limited platform that only has one mode channel of communication simply does not work in today’s environment. Customers are constantly on the go, and having multiple ways to communicate with your company is crucial to staying relevant.
An optimized outbound contact center tech stack can help ensure that your agents and customers both have a positive experience. Providing customers with convenience and giving agents the right tools to empower them helps create a successful environment. Consider an advanced tech stack from LiveVox, which specializes in contact center solutions that are designed to ensure a smooth journey for all stakeholders. Request a demo and see how your contact center can benefit from LiveVox.