Call Center Software: Ten Features That Give You Edge Over Competitors.
Call center software is something that maintains the relation of agents and customers. This is the center to manage all communication from one platform, and create seamless customer experiences.
The best call center software will have computerized telephony integration. You need to look out for the ten must-have features that give you an edge over competitors:
1.Interactive Voice Response: With the help of this feature call center management ensures that calls are automatically classified based on certain customization. Customers can be redirected to the right agent based on their response to a pre-recorded menu.
2. A Cloud-Based approach: It works with special features like call routing, ACD, caller ID, integration with other software etc. Adopting a cloud-based approach improves the customer’s experience, adds communication channels easily, gives a solution with ease, achieves global reach and increases reliability.
3. Customer Relationship Management CRM Integration: To centralize other systems, databases and information streams, a CRM system is an important tool. Agents can offer their customers personalized support by having all information on a single platform.
4. Auto Recording: Both inbound and outbound calls are automatically recorded, which gives the flexibility to choose the recording of the calls. It is a good tool for training, compliance and complaint resolutions.
5. SMS Tracking: Through this tracking system messages can be instantly dropped to customers if they are unable to take calls. It provides delivery confirmation and monitoring of clicks on URLs.
6. AI and Automated call Distribution: To receive calls and route them to the best available agent, based on predefined routing rules, the ACD system helps the inbound call center to streamline communication, preventing overloading of call systems and ensuring that callers do not wait for too long.
7. Data-rich Analytical Report: Call volumes on different days, peak hours, numbers of calls, missed and received calls, new and returning calls and other important insights are displayed by analytical reports.
8. Remote Readiness: Software should be easy to be remote ready.
9. Omni channel Support: Under this channel SMS, WhatsApp, email, live chat etc. services are provided to the customers for easy communication.
10. Security: Advanced security features like advanced encryption, intruder detection, firewalls and vulnerability management systems to protect customer information should be a vital ability of software solutions.
Call centers have large volumes of confidential credentials. It must protect customers from regulatory issues.
