Must-Have Call Center Software Features

Managing a busy call center can often be a demanding task. Nevertheless, without knowing the right call center software features, the thought of running your call center easily can be next to impossible. Set your company skills for success; be aware of the following needed call center software features.

1. ACD (Automatic Call Distributor)

Having ACD feature from your call center software is a must and number one priority.  This will allow you to route the calls to the most appropriate agent or person based on the give information.  Voicent Call Center Manager has an add-on called Call Center Rules Engine which allows you to create and manage your ACD plans.  ACD is the basis for features and processes for stuffs like skill-based routing, call monitoring, etc.

2. IVR

An IVR allows callers to easily choice where they would like to be directed to based on a series of prompts. Voicent call center software (Call Center Manager) works seamlessly with Voicent IVR applications.  With IVR, call centers can create user friendly and clear navigation of menus and options for the customers.

3. Skills-based routing

Another good feature to look for, from call center software is the skills-based routing. This call center software feature routes callers to the most appropriate agent based on the caller’s IVR selections, the phone number the caller dialed and the caller’s interaction history with the company as well as the agent’s skill set, area of expertise and any other construct that is important to the call center such as the languages their agents’ speak, their geographic location, etc.

4. Customized call queues

Queues always happen in any call center. In order for the customer to have a great experience with your company, your call center must be prepared for this and configure queues accordingly. With Voicent call center software you can end caller frustration from waiting in lengthy queues by optimizing your resource usage configuration.

5. CRM and integration

Call center software like Voicent Call Center Manager with a built-in CRM is boundless for providing agents with a summary of the customer.  Voicent call center software can be integrated with CallCentric, SkypeConnect, Vonage, Localphone, RingCentral, Nextiva, ViaTalk, Gradwell, FreshTel, i2Telecom, Rapidvox, Broadvoice, DiamondCard, CallWithUs and others that help your agents get a full view of their customers.  Another important thing is the agent will have access to previous tickets, cases, events and other various stuffs so your agents are well capable and has the entire knowledge of your business.  This would make your call center effective and well-organized.

6. Historical reporting and real-time metrics

Voicent Call Center Manager provides real time racking as well as gathering of call volume, line usage, dropped-call rates, current and historical campaign performance, agent performance, availability and effectiveness.  Armed with this information, your call center  will be capable of helping their call center excel.