What is a call center management system?
A call center management system is a software solution that allows businesses to manage and monitor their call center activities efficiently.
“…When I founded the company, I was the CTO of another technology company that deals with the focal worlds. I was always very frustrated that the solutions offered to me as a customer, both local and international, did not answer what I wanted, or needed.
Although there were APIs and development kits, when I wanted to do things, the answer was almost always impossible.
I was very frustrated, as CTO, that I could not provide my organization with its values, after we purchased systems for millions of shekels.
I decided to act, by developing tools and products that would be adapted to the Israeli market and the Israeli customer and also to the Israeli manager and I would not say it’s impossible.” And so I did 🙂
Mike Melnick, founder and CEO of ASPIRE.
Choosing an appropriate call center management system can be a challenging task. There are various factors that must be taken into account, such as the features, the pricing and the suitability for the market, so we have compiled for you the main highlights that must be examined when choosing the right system for you.
Properties
It is important to consider the features of a call center management system before purchasing. Some of the essential features to look for include call routing, IVR router, call recording, analytics and reporting.
In addition, look for features specifically designed for the Israeli market, such as Hebrew language support and local dialing codes.
integrations
Call center management software should be compatible with other business tools and software. For example, it should be able to integrate with a customer relationship management (CRM) system, email marketing tools and social media platforms. The system should also support market integrations such as local logistics services.
“Aspire has a name in the market where there is no such thing as ‘impossible’. It can take time, it can cost money, but there is no such thing as impossible. With us, everything is possible,” adds Mike Melnik, CEO of the company.
Pricing
The cost of a call center management system is an essential factor to consider. Different programs have different pricing models, such as per user, per month or per call. Be sure to choose a system that fits your budget and provides the necessary features. Also, check if there are additional fees or charges that may apply, such as setup fees or transaction fees.
customer support
Customer support is an important and critical issue when it comes to choosing a call center management system. Look for a system that provides adequate support, a support center located in Israel, a team of programmers located in Israel. Of utmost importance in any malfunction or customer request for special developments or in the handling of bugs and critical malfunctions.
“Aspire always strives to conduct themselves transparently and fairly in a market where it is not always like this.
We want to be an added value to our customers and business partners.” Mike continues to point out.
Is ASPIRE’s system right for me?
If you have a telephony activity, whether as a large center of hundreds of positions, small centers, or a telephony activity that is not a center, but it is important to understand it and control it in order to provide good service to the customer, ASPIRE’s product range knows how to provide the solutions for all sizes of activities and in terms of verticals.
One of our insights after 25 years – there are focal points in all horticulturals, even quite surprising vertical ones.
Every customer who speaks on the phone with his customers, can benefit from implementing our solutions for him.
Aspire’s systems were written by Israelis, for Israelis – they present the manager with the information he needs, only the information and all the information he needs, in a very organized way that is very compatible with the Israeli lifestyle and frantic management.
The data is clearly accessed, if necessary prominently, everything to motivate action, without having to sit down and start digging through reports or all kinds of systems.
What would you say is the added value of ASPIRE’s systems?
“Both the fact that there is no such thing as ‘impossible’ and the service, we insist on providing an ‘extra’ service. We will not refer a customer to another provider, whether it is the switchboard or the communication or their CRM. We will do as much as we can to accompany the customer in dealing with another provider, even though That doesn’t come from us.
A second added value is our expertise in the world of centers, there are people at Aspire who have been working here for 15 and 17 years and they simply understand and specialize in the world of centers. This means that the solutions we produce for customers are much more optimal for what they really need.
Customers sometimes have requests that are not healthy for them. We know how to come and say this is not the right way to do it.”
user interface
A user-friendly interface is essential for call center agents to use the system effectively. Look for a system with an intuitive and simple user interface. In addition, look for customizable interface options and support for the languages relevant to your focus.
“..the system is supposed to answer and provide a variety of solutions of a full call center, routing extensions and systems and enable report generators even with the largest systems.
At Aspire, my main goal is to promote innovation and breakthrough in the call center world.
The other goal is that the customers will be well, that they will be happy and satisfied with our system.”
Adds Ido Vaalani, Vice President of Products and Technologies at ASPIRE.
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Interviewed:
Mike Melnick, founder and CEO of ASPIRE.
Ido Vaalani, Vice President of Products and Technologies at ASPIRE.
