In today’s digital age, businesses are constantly looking for ways to improve their customer service and streamline their operations. Call centers are an essential part of customer support, and the software used to manage call center operations can make a significant impact on business efficiency and customer satisfaction
When it comes to selecting software for call center operations, businesses have two options – Open Source and Proprietary Software. In this article, we will discuss the benefits of using paid proprietary contact center software compared to open source software for call center operations.
What is Proprietery or Opensource
Firstly, let’s define what Proprietary Software is and what open-source software is. Proprietary software is software that is owned by a company, and the source code is kept private. Open Source Software (OSS) refers to software that is available under a license that allows users to use, modify, and distribute the software’s source code.
Paid proprietary contact center software is software that is owned by a company and is licensed for use by other businesses. Proprietary software is usually available in a packaged form, and businesses must pay a fee to use the software. Proprietary software is typically developed by a team of developers who work for the company that owns the software.
Professional Support
One significant advantage of using paid proprietary contact center software is the level of support and expertise provided by the vendor. Proprietary software vendors typically offer a range of support options, including phone and email support, training, and ongoing maintenance. Vendors also have a team of developers who work to improve and update the software regularly.
Professional support can be critical for businesses that may not have the technical expertise to manage their call center software effectively. The support provided by vendors can help businesses troubleshoot issues quickly and ensure that their software is always up to date and functioning correctly.
Scalability
Paid proprietary contact center software is designed to be scalable, which means that it can grow and adapt to meet the changing needs of the business. Proprietary software vendors typically offer different pricing plans based on the number of agents and features required by the business.
Scalability is essential for businesses that are growing rapidly and may need to expand their call center operations quickly. Proprietary software can help businesses manage their growth effectively and ensure that their software can handle the increasing volume of calls and interactions with customers.
Security
Paid proprietary contact center software is typically more secure than open-source software. Proprietary software vendors invest heavily in security measures to ensure that their software is protected from cyber threats and other security risks.
The security of customer data is critical for businesses that handle sensitive information, and proprietary software can help businesses ensure that their customer data is secure and protected
While paid proprietary contact center software offers several advantages, it’s also important to consider the cost implications. Proprietary software is usually more expensive than open-source software, and businesses must pay a fee to use the software. However, it’s important to consider the overall cost benefits of using proprietary software.
Total Cost of Ownership
When considering the cost of proprietary software, businesses should look beyond the initial purchase price and consider the total cost of ownership (TCO). The TCO includes the purchase price, maintenance costs, and ongoing support costs.
While proprietary software may have a higher initial purchase price than open-source software, it may have a lower TCO. Proprietary software vendors typically offer ongoing support and maintenance, which can help businesses reduce their IT costs over time.
Return on Investment
Proprietary software can offer a higher return on investment (ROI) than open-source software. Proprietary software typically offers a range of advanced features that can help businesses improve their call center operations and provide better customer support.
By using proprietary software, businesses can improve their efficiency and productivity, which can lead to increased revenue and profitability. The ROI of proprietary software will depend on the specific needs and goals of the business, but it’s important to consider the potential benefits when making a purchasing decision.
Integration with Other Systems
Another benefit of using proprietary software is the level of integration with other systems. Proprietary software is usually developed to work seamlessly with other systems, including CRM systems and other software solutions used by businesses. This level of integration can help businesses streamline their operations and improve their overall efficiency.
Proprietary software is typically designed to work seamlessly with other systems, including CRM systems and other software solutions used by businesses. This level of integration can help businesses streamline their operations and improve their overall efficiency.
While open-source software may offer some level of integration, it may not be as seamless or comprehensive as proprietary software. Businesses should consider the potential time and cost savings that come with a well-integrated software solution.
Conclusion
In conclusion, both paid proprietary contact center software and open-source software have their advantages and disadvantages. While open-source software may be a more cost-effective option, paid proprietary software offers several benefits that can help businesses improve their call center operations and provide better customer support.
Examples of most popular Contact Center Software
Zendesk
Webex
Zoho Desk
LiveAgent
TalkDesk
Belsmart
GoToConnect
NICE CXone
Bitrix24
Dialpad
Five9
CallHippo
Twilio Flex
VICIDial
Aircall
3CX
MiCloud Connect
Vonage
CloudTalk
Nextiva
Ringover