apHarmony offers call center software development services. Whether you are looking to build new call center software, integrate with existing systems, or maintain and support existing call center applications, we will be happy to bring our team to your software project. Please feel free to give us a call at 630-855-7522 for a free evaluation and quote.

Call center software is primarily focused on CRM (Customer Relationship Management) integration, VoIP integration, call center performance reporting, batching, and call scripting. Each application is highly configured to a target business model, in order to ensure maximum performance and provide the highest sales conversion rates. An effective call center software implementation can help to both increase sales, and provide the underlying data for effective marketing and sales decisions to key stakeholders.

Call center CRM integration brings relevant customer information directly to the telemarketers. It is essential that the CRM provides just the relevant information that the caller needs to achieve their marketing or sales goals. Too much information will provide for a complex interface, and often hurt performance more than it helps. Too little information, on the other hand, will prevent the telemarketer from personalizing the call and giving a “real” experience to the customer. CRM integration can work two ways – pulling information from an existing system, and also updating results and settings appointments as necessary.

VoIP integration can bring the efficiency of automated dialing and call pop-ups to the telemarketing workflow. Click-to-dial interfaces can help increase telemarketer calls by 20%, while call pop-ups help inbound agents assist customers without requiring time-consuming look-ups by query.

Call center performance reporting is the primary means by which a call center can improve sales performance. With detailed statistics about each caller, the reporting and business intelligence tools can provide guidance as to which sales techniques are most effective, which markets provide the best results, and what incentives result in the highest sales conversion rate. Detailed call performance reporting can help in both training and retaining the best telemarketing talent, and help standardize the techniques of top talent throughout the organization.

For a free evaluation and quote on a call center software development project, please feel free to give us a call at 630-855-7522.