Are you looking for some new kind of call center software but you’re not much sure about the features it should have? Do you still doubt about the difference between an ACD and an IVR? Are you eager to know about how much such call center software has evolved since the last decade? If answered yes, this is a post that is going to help you a lot. The concerns of this post will deal with some of the most common features of the software used in most call centers. Know the features that will be able to cater to your business needs and also give you an insight into how much call center software has evolved throughout the last few years. Read on to know more.
Telephony: It is needless to mention that call center software without the feature of telephony would be like a car without wheels. Telephony is nothing but the telecommunications technology through which people can communicate with the customer care representatives and this is almost the heart of call center software. Most of the call center software solutions offer their personal telephony and let the customers bring down their own.
Interactive Voice Response: An IVR is a very useful and common contact center software feature which is required in all call centers. It recognizes calls, segments and routes all callers to the best agent or department and also manages the waiting queue with a pre-recorded message. After the caller chooses from a series of prompts, he is then routed to the most appropriate team member as per his selection. IVRs are indeed an inseparable part of call centers.
Automatic call distributor: ACDs usually perform various necessary functions and are hence considered as the backbone of all call centers. They route all incoming calls to the best agent within the cloud call center. ACDs acquire usage data like call volume, call duration, all handled calls, waiting time and many more. They allow for managers to handle call monitoring, call barging, conferencing and whisper coaching.
Call queues: Call queues are features which hold callers in waiting queues when all the agents are busy in some other calls. Most of the call center software solutions will allow the managers to have specific call queues for different departments, agents, teams or tags assigned to different agents for skill-based routing reasons. All those agents who can see the metrics on their dashboards can view the statistics of call queue so that they don’t make wrong decisions based on the real-time data.
Therefore, if you’re into the call center world, apart from customer service tips, you should take into account the unique software that are necessary for the successful functioning of the call centers. The call center software solutions run totally on browsers so that managers can monitor all sorts of calls provided they have a computer or an internet connection. Install them all in order to get the best results from your call center job.