By Sonia Roody
Advances in information technology have given society its much needed boost. Today, many companies use software applications to assist them in their daily operations. Countless products have been developed that specialize in specific business operations, making companies more efficient in what they do.
Some examples are accounting software programs, inventory management software programs, and enterprise resource planning. The call center industry is among the many industries using such pieces of software.
One kind of software commonly used in businesses is called Software as a Service (SaaS). It is a kind of software that hosts a multitude of data, and is typically accessed by users online.
This is particularly useful for call centers as their work heavily relies on communication.
While most conversations happen with the use of telephone headsets, call centers also use online calls, emails, and SMS messaging. Many call centers also use other programs as a part of their service.
Call centers use SaaS applications because they integrate seamlessly with an enterprise resource planning (ERP) software. ERP software programs consist of modules based on an enterprise’s needs or capabilities.
Its components include a transactional database along with workflow management features.
A call center also uses invoicing software programs to communicate efficiently with their clients. This makes their workflows simpler and clearer.
SaaS applications also integrate with customer relationship management (CRM) and service desk management software.
It provides sales automation and helps the management track and store information about sales and inventory. This way, owners can track every movement of their stocks.
This helps prevent inventory losses either through thefts or misplacements. It also connects the different departments of the enterprise with a collaborative software program.
Such collaborative software incorporates communication applications within the enterprise in the same way instant messaging and LAN-powered emails do.
They usually include electronic calendars where departments can input their activities, letting everyone know what the business does and how it’s doing. There also available tools for online spreadsheets, and feedback and evaluation among departments.
Many SaaS applications also include human resource management programs. This features employees’ database, their workflow, and progress. SaaS software programs integrate an extensive “cloud” of applications, which explains why it is widely known as cloud computing.
In an enterprise like a call center, the help of a software program makes business operations run smoother and more efficient, helping them forge stronger relationships with customers, affiliates, and the enterprise’s different departments.
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