Key Features of Contact Center Solution
Automatic Call Distribution (ACD)
Wasting time and resources on call distribution? No, that’s no longer the case now! You have this amazing ACD solution that intelligently routes the call to the relevant agent within the call center eliminating all the mayhem in between. Needless to say, this is one of the must have features that every contact center solution contains! It is capable of analyzing the data usage especially regarding call volume, call duration, wait time, etc.
Interactive Voice Response (IVR)
IVR is another important feature that supports the contact center suitably. The IVR system is able to identify, segregate, and route the calls to the right recipients in the waiting queue. It allows the business to provide round the clock service to the customer. The IVR guides the caller through the right receivers and lets their work be done immediately.
Notification and Voice Mail
This feature is unavoidable in contact center solutions because it helps to receive notification on missed calls and also allows them to leave a voicemail.
Call recording is one of the most common features of a contact center solution. This helps to record both the incoming and outgoing calls and the user can set the options as per the need. This is a great advantage when it comes to adhere to compliance and quality standards of the services.
This functionality helps the caller to wait in the queue when all the agents are busy. The call queue feature can be configured as per the precise needs of the business especially assigning calls to particular departments, teams, individuals, etc.
This feature helps to scrutinize the calls particularly to calculate the durations, cost, agent quality, customer satisfaction etc. This feature comes as handy to managers and supervisors.
Control the calls using the functionalities such as holding, muting, transferring, hanging up etc. The solution is enabled on the browser so the user can carry out these activities by simple mouse clicks.
As the name suggests it helps to barge into live calls to speak with both agents and the caller.