{"id":48101,"date":"2024-02-15T16:32:11","date_gmt":"2024-02-15T15:32:11","guid":{"rendered":"https:\/\/enreach.es\/blog\/6-softwares-que-todo-contact-center-deberia-tener\/"},"modified":"2025-11-27T09:54:08","modified_gmt":"2025-11-27T08:54:08","slug":"6-softwares-every-contact-centre-should-have","status":"publish","type":"post","link":"https:\/\/enreach.es\/en\/blog\/6-softwares-every-contact-centre-should-have\/","title":{"rendered":"6 software every contact\u00a0centre\u00a0should have"},"content":{"rendered":"\r\n<h5 class=\"wp-block-heading\"><strong>Level:<\/strong>\u00a0Beginner<\/h5>\r\n\r\n\r\n\r\n<p>In this article, you&#8217;ll find the\u00a0<strong>essential software<\/strong>\u00a0to help you carry out the day-to-day tasks of running a contact centre and, most importantly, to drive continuous improvement.<\/p>\r\n\r\n\r\n\r\n<h2 class=\"wp-block-heading\"><strong>1. CONTACT CENTRE SOFTWARE:\u00a0COMMUNICATIONS<\/strong><\/h2>\r\n\r\n\r\n\r\n<p>It&#8217;s impossible to imagine a customer service team without contact centre software to communicate with customers by\u00a0<strong>phone, chat, email, WhatsApp<\/strong>&#8230; Or without a\u00a0<strong>dashboard for supervisors<\/strong>\u00a0to measure service levels, or an\u00a0<strong>agent panel<\/strong>\u00a0to respond to customers.<\/p>\r\n\r\n\r\n\r\n<p><a href=\"https:\/\/enreach.es\/en\/customer-engagement\/cloud-omnichannel\/\" target=\"_blank\" rel=\"noopener\">Contact centre software is essential<\/a>.<\/p>\r\n\r\n\r\n\r\n<h2 class=\"wp-block-heading\"><strong>2. CUSTOMER MANAGEMENT PROGRAMME:\u00a0CRM, ERP OR TICKETING<\/strong><\/h2>\r\n\r\n\r\n\r\n<p>It&#8217;s essential to have a programme for managing customers, from\u00a0<strong>their contact details to contracted services, communications, call notes<\/strong>, etc. This solution can be a CRM, an ERP or a ticketing tool, depending on the needs of the call centre.<\/p>\r\n\r\n\r\n\r\n<h2 class=\"wp-block-heading\"><strong>3. BUSINESS INTELLIGENCE TOOLS:\u00a0DATA-DRIVEN DECISIONS<\/strong><\/h2>\r\n\r\n\r\n\r\n<p>Using data extracted from contact centre software, these programs allow you to create\u00a0<strong>dynamic reports in real time<\/strong>and\u00a0<strong>visually track and analyse large amounts of data<\/strong>.<\/p>\r\n\r\n\r\n\r\n<h2 class=\"wp-block-heading\"><strong>4. SPECH ANALYTICS PROGRAMME: CONTINUOUS IMPROVEMENT<\/strong><\/h2>\r\n\r\n\r\n\r\n<p>With a focus on continuous process improvement, quality management tools use technologies such as artificial intelligence and conversational analysis to\u00a0<strong>analyse all interactions that take place in the customer service centre<\/strong>. They are used to streamline audits and work on continuous improvement.<\/p>\r\n\r\n\r\n\r\n<h2 class=\"wp-block-heading\"><strong>5. SPEECH ANALYTICS SOFTWARE:\u00a0CONVERSATION ANALYSIS<\/strong><\/h2>\r\n\r\n\r\n\r\n<p>Using recordings stored in your contact centre programme, these tools make it\u00a0<strong>easy to listen to and analyse millions of calls and chats<\/strong>.<\/p>\r\n\r\n\r\n\r\n<h2 class=\"wp-block-heading\"><strong>6. CAMPAIGN MANAGER:\u00a0AUTOMATIC DIALLER<\/strong><\/h2>\r\n\r\n\r\n\r\n<p class=\"has-background\" style=\"background-color: #dedef0;\"><strong>Important:<\/strong> this programme is only necessary if a contact centre makes outbound calls.\u00a0<\/p>\r\n\r\n\r\n\r\n<p><strong><a href=\"https:\/\/enreach.es\/en\/customer-engagement\/outbound-by-enreach\/\" target=\"_blank\" rel=\"noopener\">Autodialers<\/a> free agents from having to manually dial each digit of a phone number<\/strong>, increasing call time and the volume of calls they handle each day.<\/p>\r\n\r\n\r\n\r\n<p>Request a demo by calling our team of experts on\u00a0<strong>+34 900 670 750<\/strong>\u00a0or using the chat box below.<\/p>\r\n","protected":false},"excerpt":{"rendered":"<p>In this article, you&#8217;ll find the\u00a0essential software\u00a0to help you carry out the day-to-day tasks of running a contact centre and, most importantly, to drive continuous improvement.<\/p>\n","protected":false},"author":1,"featured_media":48097,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[5191],"tags":[4279,5278,5279,3113,5144,3219,4177,5281,5282,5283,5284],"class_list":["post-48101","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-smart-contact-center","tag-autodialer","tag-automarcador-en","tag-business-intelligence-en","tag-call-center-en","tag-contact-center-en-2","tag-crm-en","tag-erp-en","tag-herramientas-de-ticketing-en","tag-quality-monitoring-en","tag-speech-analytics-en","tag-ticketing-tools"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.7 - 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