Following is the list of general Contact Center features:
- CTI: COMPUTER TELEPHONY INTEGRATION
- ACD: AUTOMATIC CALL DISTRIBUTOR
- INTELLIGENT CALL-BACK
- IVR: INTERACTIVE VOICE RESPONSE
- UNIVERSAL QUEUING
- IV: INTERACTIVE VIDEO
- CALL RECORDING SYSTEMS
- VOICE BIOMETRICS
- CMS: CAMPAIGN MANAGEMENT SYSTEM
- ADMINISTRATION CONSOLE
- QM: QUALITY MANAGEMENT
- DISPOSITION CODECS
- PERFORMANCE MANAGEMENT
- WHISPER COACHING
- CONFERENCE CALLING
- HISTORICAL REPORTING
- DIALED NUMBER IDENTIFICATION SYSTEM (DNIS)
- WRAPPING IT UP
1. CTI: COMPUTER TELEPHONY INTEGRATION
A technology that enables computer and telephone systems to interact together is called CTI. I use a computer to manage all telephone calls, these calls, in turn, lead to increased efficiency and better results.
2. ACD: AUTOMATIC CALL DISTRIBUTOR
The recognization, answers, and routes of the incoming calls to the terminal or agent that is best suited to handle the caller’s need are through a system as ACD. ACD helps companies in meeting customer need more efficiently.
3. INTELLIGENT CALL-BACK
The automatic Call Back feature in the call center allows the callers to select the call-back option, hence they don’t have to wait in a queue on the phone. Hence the caller can return to what they were doing, and the agent will call back as soon as possible.
4. IVR: INTERACTIVE VOICE RESPONSE
An automated phone system that allows the incoming callers to access the information they need without having to talk to a person is called IVR. Callers help themselves by entering information via a touch-tone keypad or speaking into the phone.
5. UNIVERSAL QUEUING
The goal is to pool all the customers on hold into a single waiting list, as to how the customer contacts your business (phone, email, chat, social media, etc.). Having one universal queue of customers brings increased consistency and efficiency for the customer.
6. IV: INTERACTIVE VIDEO
Businesses can use the IV technology to play videos for advertisements, promotions, or entertainment while callers are waiting on hold.
7. CALL RECORDING SYSTEMS
A recording system is used by the call center to capture all the customer interactions. It is helpful for an agent or manager to need to review what happened on a call. As the Advance recording systems can record calls, as well as any other interactions associated with the call, such as emails and chat sessions.
8. VOICE BIOMETRICS
Voice has become a reliable way to authenticate a person’s identity, as it is unique to each individual. Voice biometrics software prevents fraud and saves time and money for organizations.
9. CMS: CAMPAIGN MANAGEMENT SYSTEM
10. ADMINISTRATION CONSOLE
It is a web application that makes it easy for contact center staff members to manage a server.
11. QM: QUALITY MANAGEMENT
QM is an application that gives managers an insight, into employee performance so that any areas of weakness can be identified. It ensures that agents are adhering to internal policies and procedures.
Most people dial numbers today from their smartphones. Smartphone computers in the advancement of call centers are playing a very important role by offering more convenient customer service options such as intelligent callback, interfaces, and automated per-call questions for more efficient problem-solving.
13. DISPOSITION CODECS
The feature tag the outcome of every call such as Not interested, Transferred to IT support, Refunded, and so on. A code from a special menu is selected by the agents, and attach to the profile of a particular caller.
15. PERFORMANCE MANAGEMENT
To view the contact center performance with dashboards that showcase data from CRM and other sources. The added bonus will keep agents engaged and productive.
16. WHISPER COACHING
A great feature for call center managers that seek to optimize agent training. It allows managers to drop in on a live call to speak with the agent without the caller knowing. It is extremely helpful for training new agents.
17. CONFERENCE CALLING
A feature that allows distributed teams to work effectively. Call conferencing allows three or more people (callers, agents, managers, etc) to talk with each other. It is a feature that eliminates the trouble of transferring calls to another department when addressing more complex issues.
18. HISTORICAL REPORTING
It is essential when making staffing decisions, scheduling agents, and assessing the performance of agents, teams, departments, and the call center as a whole.
19. DIALED NUMBER IDENTIFICATION SYSTEM (DNIS)
Use of a DNIS in telephone service, the sales department can easily identify the number caller dialed. It is a common feature of 800 or 900 numbers and is helpful specifically in industries with multiple product lines.
20. WRAPPING IT UP
Successfully running a contact center is similar to juggling with knives. Failing of the track leads in time and the absence of the right tools can downgrade contact center performance and might lead to the loss of business revenue.