On a given day, the call centers agents go on experimenting with numerous solutions, applications, and tools to address the requirements of the customers they cater to. Thus, a trend has emerged in past years that has combined the functionalities of the tools in an authentic single platform.
Yet numerous user bases are sizeable and searching for other options to the dated call center software. They need an independent application that will empower their efforts. They demand applications that support their style of working, their work, instead of forcing them to alter the manner of their work.
Thus, for such organizations or people, open-source software has emerged to serve as the optimum means to facilitate their IT departments and businesses. These solutions not only transform how they function but also integrate them into the systems that are already being used by them to gather everything at a sole platform.
The need for powerful and easily customizable technology is necessary for the call centers. It is of much use especially to those call centers that use and need an increased number of applications on a certain day. Certain applications focus on empowering and improving productivity, whereas others are dedicated towards efficiency. It promotes the idea that the employees must benefit from every opportunity and produce increased output with fewer efforts.
In recent times, an alternative to this in the call center realm has emerged as open-source software. As the name suggests, the source code of the software is available freely so that it can be modified and distributed in a manner that seems fit to the user. The open-source software can be naturally enhanced, used, and modified. It helps organizations to benefit from numerous unique benefits. A significant amount of short-term costs can be saved by companies on their initial investment by free or cheaper software licenses. The open-source software also allows the IT teams to create and fully customize the application in question. Most of all, the open-source offers much-required contentment for businesses everywhere who are conscious of their security.
It is the major difference between purchasing a new desktop and walking in an electronics retailer versus purchasing all the elements you require to create your own. Of course, the former is more convenient. However, it is beneficial only in the short term. It turns out to be much more expensive in the long run. Especially, when you refer to a machine structured to impress a wide audience and as a consequence, was never designed to promote the unique manner you work.
Whereas, the latter offers you everything that creates something designed specifically for you.
Irrespective of the use, all the applications introduce the most crucial advantage of all-enhanced service quality across the board. Many of the applications can be sourced directly via dedicated providers.
The open-source call centers solutions have introduced a new era with regards to efficiency and productivity. The companies do not need to pay for the technology by file space or by the user. They can save money with cheaper or free licenses. Rather than changing the way you work, the technology can be changed to support the manner you prefer to work. Your organization must never be trapped into someone else’s idea of how a call center must appear.
The choice of the ultimate open-source solution depends on several factors. Let us dig in some of them.
Organization’s size
The expansion and size of the company are prior considerations. Larger and budding firms with an adequate call volume will not benefit from most of the regular call center technologies providing only the basic functionalities. Thus, they will need something more productive, adaptive, easily accessible, and scalable.
The knowledge level of the current employees
When training is provided to the new employees, the ViciDial open source call center management tool is convenient to master all the tools at a single platform. It is efficient compared to a tool with fewer capabilities and where the user has to roam about to use different functionalities.
Updating expenses and costs
Ensure that you are well equipped with the know-how of the expenditure to improve. It is crucial to understand the model of paid pricing of every call center product you consider. Also, you must focus on the upfront expenses that come along with it. Some suppliers demand annual or monthly billing whereas others might demand yearly licensing depending on the user count.
Question about integration
Ascertain with the possibilities for integration. A significant benefit of using the management software is that it gathers information from clients from numerous sources. Also, enquire whether the solution complies with your existing tools. Always make an informed decision.