14 essential contact center tools for customer-centric companies

Customer centricity is more than just offering a product or service. It’s about establishing a deep, emotional connection with your customers, one that’s built on trust, empathy, and convenience. The foundation of being customer-centric lies in adopting the right contact center tools to help create unforgettable customer experiences. 

Modern customers now expect to interact with businesses seamlessly and effortlessly. They demand immediate answers to their questions and issues but also desire a personal touch in every interaction. Whether it’s answering a call, responding to an email, engaging in a chat, or even handling a social media inquiry, customers expect the same service regardless of the channel.

Data is power in the modern business world, and a cloud contact center platform doesn’t just facilitate conversations, it also gathers valuable insights that allow you to understand your customers better than ever before. Things like tracking preferences, identifying pain points, and building a strategy tailored to the unique needs of each customer are possible through business intelligence that gives you the necessary insights.

At Talkdesk, we’re leading the customer-centric revolution by providing the right contact center tools, powered by artificial intelligence (AI), to develop stronger customer relationships and deliver superior experiences.

Why is good customer service important?

According to CCW, 90% of consumers say they are more likely to support a brand that delivers quick, easy, and convenient customer service. Providing memorable customer service will not only impact customer retention and loyalty but also your bottom line.

Does providing exceptional support sound like a daunting task? With the right tools, processes, and team in place can adopt a customer-centric approach to delivering support with relative ease.

Top 14 contact center software tools.

Contact centers around the world rely on contact center software to streamline operations and make their day-to-day workflows a little bit easier. We’ve compiled a list of the top contact center software tools that you should be using to improve agent productivity and enhance the customer experience.

1. AI for self-service authentication. 

Self-service authentication tools offer a seamless and secure verification process. These tools use voice biometrics and multifactor authentication to verify customer identity, enhancing security while reducing handle time. It allows customers to authenticate themselves before reaching an agent, providing a smoother customer experience and reducing the customer’s wait time.

2.  GPT-powered automatic summary. 

GPT-powered tools simplify after call work for agents by automatically creating a summary of the key points from a customer interaction. This tool shaves 30-60 seconds off of after call work, enabling agents to move on to their next call quickly and reducing wait times for customers.