A Guide to Maximize Efficiency and Productivity with Contact Center Software in Italy

‘Bel Paese’ (meaning ‘beautiful country’) is the poetical appellation for Italy. Blessed with mild weather, natural scenic beauty, and rich cultural heritage, Italy is one of the most beautiful and stylish countries in the world. But did you know that it’s one of the best countries when it comes to providing excellent customer service?

As per a 2015 study (which surveyed over 25,000 companies in 140 countries), Italian companies have an average customer satisfaction rating of 95.2 percent, which makes it ranks in the eighth position. It lags behind Belgium, the top country in the list with a customer satisfaction rating of 97.8 percent, by 2.6 percent.

As per Statista, there are more than six million businesses in Italy. Most of them leverage sophisticated digital tools and communication technologies to provide the best customer service and experience. In such a scenario, as an entrepreneur or a marketer, you must consider using advanced communication tools to compete and succeed.

If you are looking for the right contact center software in Italy, then you must know the features you need to look for and how they can help you maximize your contact center’s efficiency and productivity. This blog post details the must-have features and the strategies to find the right contact center software in Italy. Read on and thank us later.

Also Read More – Tips To Boost Call Centre Software In Running Your Business

Must-have features for sophisticated contact center software

Contact center software is as good as its features. Equipped with the right features, contact center software can be a great productivity booster. These are some features every contact center software must have.

1. Auto dialer

It’s one of the most common and the most important features in contact center software. As the name indicates, it automates the dialing process and connects the agent only when a live person answers the call. It enhances productivity and efficiency, and results in higher connection rates and lead conversion ratios.

2. Automatic call distribution

It’s a key feature in inbound contact center software, which sorts and handles a large volume of incoming calls and distributes those automatically to the most suitable agents. The feature automates the call handling and receiving process and enhances contact center productivity.

3. Built-in CRM integrations

As the name suggests, the feature integrates the contact center software with the existing customer relationship management (CRM) tools. By doing so, it enables agents to access useful customer information including previous interactions, unresolved complaints, and more relevant information. ( Also Read About – How To Start A Business With AAVAZ Free PBX )

4. Call barging and whispering

As the name is quite self-explanatory, the feature enables supervisors and managers to ‘barge in’ between calls and provide customers with the right information or solution as well as help agents with the right answers. Call whispering is a feature that enables agents to whisper answers to agents without letting customers know about that.

5. Call blending

This feature can manage both incoming and outgoing calls. Using this feature, contact centers don’t have to get new contact center software or hire separate agents to make outbound calls. The biggest advantage of this feature is that it reduces wait times and increases efficiency.

6. Call bridging

As the name implies, the contact center software feature allows multiple agents in several locations to participate in live calls and communicate with each other. It bridges the call, which allows a business phone system to answer several calls simultaneously.

7. Call forwarding to mobile

This feature enables agents to transfer incoming calls to another device without keeping customers on hold. It’s an extremely useful feature for virtual call centers, which gives agents the freedom to work from anywhere using any mobile device at their convenience.

8. Call parking

This feature, which can be activated by pressing a special sequence of preprogrammed buttons, allows customer service representatives to put a call on hold on one phone system. It enables other agents in the contact center to pick up the phone and park the calls.

9. Call recording

Recorded calls play a huge role in quality and training purposes. The feature enables agents and supervisors to record all incoming and outgoing calls. Using the call recording feature, contact centers can record and store active and conference calls as digital files and monitor or transcript those later. 

10. Call scripting

This contact center software feature can create AI-powered call scripts, which all agents can read out to customers. The feature also enables customer service representatives to look at their scripts and personalize their responses accordingly.

11. Call scheduling

This feature allows agents to plan and schedule calls in advance, thereby reducing wait times and making sure that customers get all the help they need. The feature also enables agents and management teams to route calls to different phones depending on the time of the day.

12. Multi-level IVR

Would it surprise you if you got to know that more customers prefer self-service at the beginning? It shouldn’t. When compared to speaking with an agent, self-service is much quicker and more efficient. That’s why features such as multi-level IVR (Interactive Voice Response) can provide a broad range of self-service options to customers. 

13. Omnichannel experience

At an age when a majority of customers use various communication channels to communicate with businesses, using omnichannel tools is extremely important. Omnichannel index—a business’s ability to provide a consistent and integrated experience across a wide range of channels—is one of the most important features of contact center software. In Italy, the best performer has an omnichannel index of 8.33.

14. Real-Time analytics and reporting

Real-time analytics and reporting tools can help you measure a wide range of real-time productivity metrics such as First Contact Resolution (FCR), Average Handling Time (AHT), Average Hold Time, Wait Time, Average Talk Time, Occupancy Rate, Customer Satisfaction Score, and more.

15. WebRTC

WebRTC, short for Real-time Web Communications, enables real-time audio, video, and text communication functions between web browsers and devices. Using this feature, agents can bypass the need for complex integrations and add-ons.

How to select the right contact center software in Italy?

In an extremely competitive market, finding contact center software in Italy can be a challenge. If you don’t have the right strategy and preparation in place, then you will find many software providers but none of them would be suitable for you. That would be a sheer waste of time and money. But when you have the right approach and game plan then nothing can stop you from joining hands with the right software vendor.  (Read More – Exploring the Pros and Cons of WordPress Premium )

Here are some tips that would help you find the right contact center software in Italy.

1. Define your objectives and set a reasonable budget

If you have decided to invest in good quality contact center software, you must have your objectives clear. What type of contact center software do you need? Do you want inbound contact center software, outbound contact center software, or blended contact center software? How many agents do you want to have in your contact center? Will you need to expand your contact center’s operations in the future?

Answering the above questions will help you determine the features you will need in the contact center software. Apart from zeroing in on the features, it will also help you set a reasonable budget for the software so that you don’t over-invest or under-invest in low-quality software.

2. Use the internet to explore the available options

After you are clear about the type of contact center software you want, the key features it must have, and the price range you’re willing to invest in, it’s time for window shopping. Use location-specific search terms such as “best contact center software in Italy,” “affordable contact center software in Italy,” “top contact center software in Italy for 2023,” and “contact center software in Italy price,” to find promising software providers in Italy.

After pressing the enter key, you’ll get about a dozen results on the first search engine result page (SERP). Some of the websites may belong to software providers, while others may belong to various reputable and trustworthy aggregators such as G2 and Software Suggest. Clicking on the former will enable you to gain an in-depth understanding of each software provider’s products, features, story, mission and vision, pricing plans, and contact information. Visiting the latter will enable you to compare various software providers’ software, pricing plans, reviews and ratings, pros and cons, and more.

3. Contact the software providers and make an informed choice

After shortlisting some promising software providers, contact them to probe more into their software and pricing plans. Also, ask them if they provide free demos (some companies don’t mention free demos on their websites even if they provide free trials). If they decline, then move on to the next provider and repeat the process until you find a promising vendor that has the right software for you at the right price and provides a reasonable duration of free demo.

After that, introduce the free demo to your customer service team and seek their feedback. If everything goes well and the software delivers results, then make a buying decision without wasting time.

Taking everything into account

Italy features among the top 10 countries with the highest customer satisfaction rating. In a country where the average customer satisfaction rating is 95.2 percent, all businesses irrespective of their type and size must provide an extremely high level of customer service and experience to remain competitive.

That’s where handpicking the right technology tools can help. As a business owner or a marketer, you must invest quality time and effort to select the right contact center software in Italy. You also need to set a reasonable budget so that you get the right software at the right price.