Consider The Most Common Contact Centre Software Features

by Andy Smith Best Consultant

Before jumping straight on the features of contact centre software, understanding the exact meaning of the term is essential. So, to be honest, every business has a different requirement and business owners understand well about the value of customer support. When we talk about the recent corporate culture, it’s become a pivotal need to have satisfied customers to keep the business running. Here the Contact Centre System arrives in the picture that can automate call routing and recordings, plus many other features that can make the work easy.

We are here with this guideline to provide you with all the information you need to choose for selecting the best tool for your organization. You may think, why to choose such software in the first place? – We have the answer.

The situations before 5 to 6 years were different than today, it every term. Be it about education, economy, or social lives, the way we used to communicate or do business is changed. Consumers, these days, expect a lot more from support. They want their calls to be answered and their queries to be resolved quickly.

An invention of software like contact centre can help your customers meet the expectations with fewer efforts. Look into the most essential contact centre software features you should know before an investment.

We’ve Enlisted The Most Essential Features of Contact Centre Software

In between lots of information, determining the needful one is completely difficult. But with the use of contact centre software, identifying and understanding details become easy-peasy. Some features of the software seem similar to others, whereas others may seem like a bit complex.

There are lots of effective features that make a strong contact-centre solution. It is even important to include all the bases before you choose any such tool for the company. Seek below features before the installation of the contact centre system.

Contact Centre Software

ACD – Automatic Call Distributor

This is the most important tool when you need to increase call centre operations. Automatic Call Distributor works with CTI which means, Computer Telephony Integration and Interactive Voice Response so that you can easily route inbound calls to the recipients. It operates as an essential terminal for many call centre features like language-based routing, skills-based routing, and call monitoring.

IVR – Interactive Voice Response

IVR is a technology that interacts with inbound callers using voice and touch-tone input with a purpose to collect data and route the same information to a specific department or person. The multi-level IVR allows callers to select from a series of audio-prompts to help deliver them to the right individual. By using this tool, it will become great for a busy inbound call centre and for managers to maintain records, greetings, menus, call routing, and other features.

Call Routing

Directing the inbound calls to the right recipient is necessary to ensure the efficiency and experience. Call routing is a tool that routes callers to any specific person, agent, or department depending upon the criteria. There are many types of call routing such as intelligent routing, skill-based, priority, and time-based routing.