4 Traits Contact Center Software Companies Need to Look for in a Communications Provider

Katie Reddick

Nine out of 10 consumers want an omnichannel experience with seamless service among communication methods, according to UC Today. That means customer service in the call center needs to support both voice and SMS, among other methods. As consumers want more immediate, personalized support, call centers have to be ready to serve them through both calls and text – at any time of day.

This pressure means call center software companies have to have the most reliable, cost-effective means of supporting growing traffic for their customers. When your customers are the businesses upholding these steep asks for customer service, you need to be ready to scale and ensure your service is online 24/7. The right communications platform can help you do that. Here’s how:

Look for Carrier Redundancy

When you use a single voice provider and downtime occurs, your users are left with no voice service to power their call centers. Call centers can suffer no blip in service, so neither can you. When you choose a voice provider, it’s best to opt for one that features multiple carriers so you can switch from one carrier that is down to one that is online instantly – avoiding an outage and supporting around-the-clock call center needs.

Consider the Ability to Scale

As your call center customers require the ability to scale, so do you. As a call center software provider, you’ve seen your customers experience spikes in seasonal call volumes at holidays and other times of year pertinent to their businesses. When they need to process more calls and texts, your solution needs to hold up. That’s where the scalability factor of a voice and SMS provider comes in. 

Look for a provider that can provide scalability at a low price point so you can support your customers’ call volumes while scaling your own business as your customer base grows. 

Seek Cost Control for Voice

Using a single carrier eliminates cost control. With multiple carriers, you have options to lower your expenses and keep your voice costs in check.

It’s also important to search for a platform that offers intelligent call routing and AI technology to help you automatically route voice calls over the least expensive routes. That’s why we’ve designed thinQ’s intelligent call routing solution to automate the process of selecting the lowest-cost carriers for your voice traffic. When you save, you can pass those savings on to your customers.

Ensure Transparency

With some carriers, how and where your calls are routing and the costs associated with each call can be a challenge. This means losing an important element: control.

With the right multi-carrier partner, you can quickly and easily control your call routes, allowing you to make smart moves like increasing or decreasing capacity to fit your needs with ease.

Another layer of transparency that many platforms don’t offer is the chance to make adjustments on the backend yourself. Providers usually force you to submit a ticket and then wait for a solution to the issue that you’re facing. But with Commio, your backend software makes it easy to track how many calls are being routed.

Choosing the Right Communications Provider for Call Center Software

From transparency to cost control, redundancy, and the ability to scale, the characteristics above can help you lower your costs while still providing an excellent, uninterrupted experience. If you’re ready to learn more about how the right communications platform can help you improve your call center software business, contact Commio today to learn more.

Date posted: July 12, 2021

Topic: Inbound Voice   Intelligent Call Routing   Messaging   Outbound Voice   Voice  

Tags: Call Center   carriers   Contact Center   Disaster Recovery   Redundancy   voice carrier   voice provider  

Katie Reddick

As Director of Customer Success, Katie leads other passionate team members in cultivating customer relationships to support product value and adoption. Katie has always prioritized optimizing customer experiences, and enjoys constantly expanding her knowledge of the ever changing cloud communications industry so she can maintain helpful relationships with clients. Katie has applied her studies in social relationships and interactions to build a positive customer journey at Commio. Outside of work, Katie enjoys spending time with her family, friends, and furbabies.

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