Must Have Features for Contact Centers

Must Have Features for Contact Centers

Contact Center Features that are a Must Have

Contact center features are distinctive in that they must feature customer care along with capabilities that enhance agent's jobs. There are a number of functionalities that go along with phone systems, but knowing which ones will best serve specific call centers is important. Contact center features have so many multifaceted purposes. Contact center feature for phone systems offer businesses unique benefits that increase positive customer experiences and agent implementations as well as save money and improve ROI. 

Must Have Features for Contact Centers

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Different Contact Center Features

Here are some of the latest must-have contact center features:

  • Routing Capabilities
    An IVR (Interactive Voice Response) walks callers through self-service applications. This saves time and costs getting customers to the best agent. Also, IVR can help collect caller information and help them figure out what they need through an automated service. This contact center feature is extremely beneficial in contact centers allowing the agents to get right to the customer’s needs rather than having to transfer multiple times.
  • Built-in real time statistics
    In any contact center, there is extensive data and information that needs to be monitored. Having contact center features that allow built-in real-time statistics can help track data more effectively. Real-time statistics can have built right into the software. This contact center feature assists the employees in viewing and administering the displayed data in real-time. With this software, deadlines can be easily met and management is able to monitor what is going on, and potentially fix any problems in several different locations without any time delay.
  • Quality monitoring capability 
    Having quality monitoring software is key to a contact center feature. Having several ways to monitor agents will help supervisors keep track of past records of the interactions between the call center agents. There is also a contact center feature for caller review. This contact center feature allows the customer to rate the quality and helpfulness of the agents.
  • Call Recording
    With increasing guidelines from government regulations pertaining to contact center feat,ure it helps to have a clear record of calls. This contact center feature protects companies from any false accusations of not following guidelines. Availability of recorded data can be used to argue resolution and offer security against fines and legal costs. Recording calls also helps for training purposes. New agents can listen to correct and incorrect call handlings to further understand their objectives.
  • Script & Call Flow Designer
    Whether a call center is used for IT support or banking, there are scripts that can help agents with their calls. For each different type of business, the process of collecting, establishing, and distributing information varies. The challenge is to understand the requirements for each subdivision of the company and design a customized script for the agents. With this contact center feature, an agent can easily be reminded on their screen of essential points and questions that need to be addressed in order to have the utmost success in customer service.

Interactive Voice Response (IVR)

An interactive voice response (IVR) system is a contact center feature that allows customers to interact with an automated system via phone. IVR systems can be used to route calls, gather information, and provide self-service options. They can also be used to contact customer support or sales representatives. IVR contact center feature systems can be customized to meet the needs of any business. They can be used to route calls based on customer input, or they can be used to provide information about products and services. IVR systems can also be used to contact customer support or sales representatives.  

The benefits of using an IVR contact center feature system include increased efficiency, improved customer satisfaction, and decreased costs. IVR systems can help contact centers reduce the number of abandoned calls, increase first contact resolution rates, and improve customer satisfaction. The features of an IVR system vary depending on the vendor. However, some common features include call routing, call recording, caller input options, and integration with CRM systems. 

When choosing an IVR contact center feature system, it is important to consider the needs of your business and the features that are most important to you.

  • In the cloud or on-premise

There are two main types of contact center features those that are hosted in the cloud and those that are hosted on-premise. Each has its own set of features, benefits, and drawbacks. Here we'll take a look at some of the contact center features of each type of contact center solution to help you decide which is right for your business.

Cloud-based contact center features are typically more affordable than on-premise solutions since there is no need to purchase and maintain hardware. They are also easier to set up and scale since they are hosted by the provider. However, cloud-based solutions may not be as reliable as on-premise solutions, since they are reliant on the internet connection.

On-premise contact center features offer more control and customization since they are hosted on your own servers. They can be more reliable than cloud-based solutions since they are not reliant on the internet connection. However, on-premise solutions can be more expensive to set up and maintain, since you need to purchase and configure the hardware yourself.

So which type of contact center feature is right for you? It depends on your needs and budget. If you need a more affordable solution that is easy to set up and scale, then a cloud-based contact center feature may be right for you. If you need more control and customization, or if reliability is a key concern, then an on-premise contact center feature may be a better option.

  • Contact Center Analytics:

When you are running a contact center, there are a lot of different things that you need to keep track of. You need to know how many calls are coming in, how long each call is taking, what the average wait time is, and much more. This is where contact center analytics comes in.

Contact center analytics is a tool that can help you track all of this information and more. With these contact center features, you can see which agents are performing well, which ones need improvement, and where you can make changes to your contact center features in order to improve overall performance.

There are a lot of different contact center feature analytic tools on the market, but not all of them are created equal. You want to find a tool that is easy to use and that provides you with the information that you need in order to make improvements to your contact center features.

Here are some of the things you should look for in a contact center analytic tool:

  • Ease of use: The tool should be easy to use and understand. It should provide you with the information you need in an easy-to-read format.
  • Call tracking: The tool should be able to track all of the calls that come into your contact center. This includes the time of the call, the duration of the call, the caller ID, and more.

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