Today, organizations need to provide highly engaging customer service and active customer support that boosts the overall customer experience and helps retain customers. This is why a contact center plays a crucial role in business success in the current times. The contact center is the connecting link between customers and the business, allowing customers to conveniently contact the organization and get resolutions to their queries and concerns as quickly as possible.
The common understanding is that contact center performance is highly dependent on the expertise of the agents. However, this is only partially true. Along with experienced agents and other call center solutions, a call center also requires the best call center software that helps the agents deliver with better productivity.
What is Call Center Software and how does it help?
A software for call centers helps agents manage customer communications over various channels such as phone, live chat, email, instant messaging, social media, etc. The purpose of the software is to support smooth access to various agent controls, business information, and customer information, allowing agents to assist the customers quickly. So, call center software basically helps agents resolve customer queries more efficiently. And therefore, the features of the software play a decisive role in the performance of your contact center.
Here are some of the most essential features an ideal call center software must have.
9 essential features of the best call center software
Omni-Channel Presence: One of the most useful features of a reliable call center software is omnichannel presence. Contact centers provide customer support over multiple channels such as phone, email, instant messaging, social media, etc. Therefore, the call center must have multiple platform compatibility, which allows agents to provide services over multiple channels with just one software.
Auto Call Recording: The auto call recording feature reduces the hassle of recording and storing call recordings manually for the agents. Software with an auto-call recording feature directly records all calls and stores the recordings in centralized storage, providing easy access for monitoring and training purposes.
Call Transcription: Along with audio call recording, ideal call center software must also have a call transcription feature. Call transcripts are conversations of voice calls converted into text format, and it offers much more advanced search and analysis features compared to audio recordings. So, businesses having call center software with call transcription feature get smoother access to vital customer communication information, which allows them to improve training, monitoring, and troubleshooting processes.
Automatic Call Distribution (ACD): Contact centers may get thousands of calls per day; and without quick and accurate call distribution, the customer support and CX can become entirely chaotic. This is why you need reliable call center software that has smart ACD features. With a smart AI-powered voice assistant system, call centers can accommodate and distribute multiple customer calls, connecting the customers to the right agents. This reduces the overall weight time and also increases agent performance remarkably.
Precise Data monitoring and Reporting: A call center software can greatly simplify monitoring and data processing if it has precise data monitoring and reporting features. With precise data collection, monitoring, and reporting, the call center software can help businesses to provide a safer, more efficient customer experience. Based on accurate data and in-depth insights, businesses can also optimize their sales and marketing processes to offer personalized services to customers.
100% Browser-based Contact Center: Businesses now need a flexible digital infrastructure for their contact centers. And that’s why having a 100% browser-based contact center is a must in the modern corporate world. A virtual call center offers the freedom to provide customer service remotely. This allows businesses to connect with the customers in different locations without having to deploy a physical team in the location. So, with a 100% cloud contact center, organizations can offer a uniform quality of service over a wider geographical area without any major investments.
Inbound and Outbound Calling: A lot of businesses have separate inbound call center software and outbound call center software, and the agents have to switch between two applications to handle inbound and outbound calls. However, call center software with inbound and outbound calling facilities reduces a lot of hassles for the agents. The agents don’t have to undergo training for multiple software setups, and they can quickly switch between outbound and inbound calls according to the business needs. Overall, having inbound and outbound calling helps reduce pressure on the agents and boosts their productivity.
Web Real-Time Communication (RTC): Web RTC is an open-source program that supports real-time communications between web browsers. So, with Web RTC, contact centers can provide customer service via voice, text, and video communications directly through web browsers. It saves time for the customers and allows agents to provide personalized service, therefore improving the overall customer experience.
Automated User Authentication: This is one of the most beneficial features a call center software can have. With AI-powered user authentication, organizations can reduce errors in customer identification and save time by eliminating manual user authentication processes. So, this feature basically saves time for the customers and the agents and also improves the overall security of customer data.
Importance and Future Of AI-based CX automation
AI-based CX automation is currently the most effective technology that enables businesses to achieve CX and customer service goals in today’s competitive market. AI technology basically simplifies time-consuming processes and reduces human effort and errors. So, you can expect an overall performance and quality boost at your contact center with AI integration. Businesses are also integrating AI technology to improve data collection and monitoring capabilities, which indirectly helps businesses develop more successful strategies for the future.
Overall, AI technology is only expected to improve further in the future. And as businesses rely more on data and cloud-based services, AI technology will be used more prominently in contact centers.
The software for call centers ensures the smooth functioning of the contact software, and therefore, the software must be in sync with the technological developments of the time. Currently, businesses require maximum dynamics, flexibility, and CX automation. And the above 9 features provide the same abilities to your contact center. So, if you are looking for the best call center solutions, make sure that you invest in the best call center software that has these 9 essential features.
Engagely- The Best CX Automation Solutions
Engagely is a leading total CX platform offering highly advanced AI-powered CX automation and cloud call center solutions for businesses worldwide. With Engagely, you get customized CX automation tools to automate your contact center, social media, email, and other communications. So, all you need to do is get in touch with Engagely, and their experts will help you meet your CX automation needs with ease.
Megh Bhavsar is a Technical Writer at Engagely.ai. He writes largely about leading AI based customer solutions, CX Automation and all things related to new-age customer experience.