Sector Experienced Consultants.
Clients in the call center sector often express a preference to engage ERP Consultants with call center sector experience. A deep knowledge or understanding of a call center organizations' operations, business processes, industry practices or compliance requirements that are specific to the call center sector can be immensely valuable and save significant time when designing and implementing ERP solutions.
Deep Market Knowledge.
As a specialist ERP staffing & consulting firm serving the call center sector we continually keep track of ERP trends across the industry. Monitoring which ERP systems are being utilized by call center companies and the ERP initiatives they are investing their resources in, enables us to offer our clients deep insight into market trends and how call center companies are optimizing their ERP systems to meet their needs.
ERP Systems for Call Center Companies
The call center sector typically relies on a combination of specialized call center software, customer relationship management (CRM) systems, and workforce management tools. While the call center sector may not traditionally use full-scale ERP systems, organizations in this industry often adopt software solutions that cater to their specific needs for managing customer interactions, agent performance, and operational efficiency. Here are some types of software commonly used in the call center sector:
Genesys Cloud: Genesys Cloud, formerly known as PureCloud, is a cloud-based customer experience and contact center platform. It offers features for omnichannel interactions, workforce optimization, and analytics.
Five9: Five9 provides a cloud contact center solution that includes features for inbound and outbound interactions, workforce management, and analytics.
Talkdesk: Talkdesk is a cloud-based contact center platform that offers capabilities for voice and digital channels, as well as workforce engagement and analytics.
Avaya OneCloud: Avaya provides contact center solutions as part of its OneCloud platform. It includes features for voice, messaging, and customer engagement.
Twilio Flex: Twilio Flex is a programmable cloud contact center platform that allows organizations to build customized contact center solutions using Twilio's APIs.
Zendesk Talk: Zendesk offers a cloud-based call center solution called Zendesk Talk, which integrates with its customer support and CRM platform.
Cisco Contact Center Solutions: Cisco provides contact center solutions, including Cisco Unified Contact Center Enterprise (UCCE) and Cisco Unified Contact Center Express (UCCX), offering features for voice and multichannel interactions.
Aspect Via: Aspect Via is a cloud-based contact center solution that includes features for inbound and outbound interactions, workforce optimization, and self-service options.
NICE inContact CXone: NICE inContact offers a cloud contact center platform, CXone, which includes features for omnichannel interactions, workforce optimization, and analytics.
RingCentral Contact Center: RingCentral offers a cloud-based contact center solution that integrates with its broader unified communications platform, providing features for voice, chat, and more.
