Defining the Use of Click2call in Call Centers

Call centers are modernizing operations with the best software and tools. Call center solutions are definitely the topmost software used in this industry, but there are several other tools used in this business. The click to call software is one of the most advanced tools used in this industry. 

Many call centers miss out on the strength and benefits of this powerful tool because they are unaware of its real use cases. This article shares how you can get benefited by using this software in your call center. 


What is a click to call solution?

 

Click-to-call can be a feature integrated within any solution such as a call center solution, CRM system, etc. Alternatively, it can be a button added to your landing page or website. In both cases, the call center dialer solution with a widget is integrated into the software. This lets agents generate a call and have a conversation with a customer or sales lead with a single click. It also helps customers to connect with the support team with a single click. They can also leverage the advantage of CTI (Computer Telephony Integration) features by using this system. It is also known as click2call, click to talk, and similar solutions. 


How does click to call software work? 

  • There will be a button beside the contact or on the website. The agent or customer can click on the button to initiate the call. 
  • On clicking the button, the call center dialer solution will open a dialer widget. It will show different features like call mute and un-mute, call transfer, call hold and retrieve, and more. Depending on the features of the software configured by your provider, the agent or customer will get access to CTI features in the dialer widget. 
  • On the other hand, the call would get connected to the customer or agent and once the conversation is completed, the call can be disconnected by clicking on hang up. 

The click to call solution can also have added features like call script, call recording, and more depending on the configurations made. All calls will be logged and it will show call logs to the users. 


How does click2call software get integrated into the call center solution? 


Usually, this system will have auto dialers, so agents will not need to make calls. However, the manual dialer or preview dialer will have a click2call button in the software to let agents connect with customers with mouse clicks. 


Other than that, one that uses call center CRM integration also uses click to call features integrated into this software. Some call centers add a click to talk button on their website to let website visitors or a customer seeking support use this button to connect with agents. 


Concluding notes 


Clicktocall has many subtle and vocal use cases in call centers and similar businesses. It can make the lives of agents and clients easier and make it simple to connect with each other. 

iCallify provides one of the best call center solutions, click to call software, call center CRM integration, and similar solutions to businesses. To know more about this solution, please visit  

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