The change in the dynamics of the work model has led to the immense growth of the contact center software market. As the demand for contact center software grows further, it is predicted that the market will experience a 23.2% CAGR from 2022 to 2030. By choosing the right set of features, a business can optimise its business operation by bridging communication gaps with contact center software.
By automating various tasks and processes, call center solutions can help improve efficiency and productivity while providing valuable insights into call center performance. When running a thriving contact center, the right software can make all the difference.
Before proceeding to the list of features, you must ask yourself the following questions to make an informed decision for choosing the features to meet your business needs.
- What does my existing work model look like? Will it be the same in the coming 5 years?
- What call metrics can be improved for delivering stellar customer service?
- Is communication the sole purpose or do I need collaboration features?
- What features of contact center software can support strategic business planning?
- Will AI-driven features help me in fast-paced business growth?
Once you get the answers to the above questions, you will gain clarity about the contact center solution features needed for your business.
7 contact center software features you must not miss out on!
A contact center software service provider may offer you a plethora of features. However, you must examine and select the ones that can give you an edge over your competitors. Every business has its unique needs and thus the features must be chosen as per the business requirements. However, we have assimilated a list of features that every business can leverage to gain an edge over their competitors:
1. Predictive Dialer
A predictive dialer is an automated telephone system used by contact centers to place outgoing calls and connect customers with agents. The system uses an algorithm to predict when an agent will be available to take a call and dial multiple numbers simultaneously. Predictive dialers can increase the efficiency of a contact center by making it possible for agents to spend more time talking to customers and less time waiting for calls to be connected. Predictive dialers can place outbound calls automatically without needing an agent to dial each number manually. This can save a significant amount of time and increase productivity to a large extent.
2. Skill-Based Routing
Omnichannel contact center software is designed to help businesses manage customer interactions more effectively. One of the key features of this type of software is known as skill-based routing. This feature allows businesses to route customer calls and inquiries to the agent or team that is best equipped to handle them. This can help to improve customer satisfaction levels by ensuring that the most appropriate agent handles each customer interaction.
3. Automatic Call Distribution
Automatic call distribution (ACD) is a system that automatically routes incoming calls to the next available agent based on several factors, such as skill set, language, etc. This can help to ensure that calls are handled in a timely and efficient manner In addition, ACD can help to improve customer satisfaction by ensuring that calls are answered quickly and by the right agent.
4. WebRTC Phone
There are a few key features to look for when it comes to choosing the best omnichannel contact center software, and WebRTC Phone is one option that offers a great set of features. To start, WebRTC Phone offers a VoIP solution compatible with various devices and operating systems. This means that you can use the software on your computer, phone, or tablet, and it will work seamlessly with whatever device you use. Additionally, WebRTC Phone offers call recording, a valuable feature for many businesses. This feature allows you to record all your calls and review them later to ensure that your customer service is up to par.
The technology offers superior call quality, thanks to VoIP (Voice over IP) technology. This means that calls are clear and free from background noise, making it easier for businesses to communicate with their customers. WebRTC phone is a feature that allows customers to contact businesses through a web browser without downloading any plugins or software. This makes it convenient and easy to use while providing high-quality audio and video.
5. Multi-Level IVR
One of the most important features of the contact center software is the multilevel IVR. This feature allows businesses to manage customer interactions more effectively. The multilevel IVR is a crucial feature of the best omnichannel contact center software as it enables companies to route calls more effectively. Calls can be routed to the appropriate agent based on the customer’s needs, which further helps in improving customer satisfaction. In addition, the multilevel IVR can be used to automate call handling, which can improve efficiency and reduce calling costs. The multilevel IVR is a powerful tool that can help businesses to improve customer service and streamline operations.
6. Single Tenant & Multi-Tenant
There are two main types of contact center software: single tenant and multi-tenant. Single-tenant software is installed on a single server and can only be used by one organisation. Multi-tenant software is installed on a shared server and can be used by multiple organisations. The main difference between the two is that single-tenant software is more expensive and inflexible, while multi-tenant software is more affordable and flexible. Large organisations with high call volume typically use single-tenant software, while small and medium-sized businesses commonly use multi-tenant software.
7. Real-Time Analytics and Reports
Real-time analytics and reporting can provide businesses with critical insights into their contact center operations, helping them identify areas of improvement and potential issues before they become problems. In addition, real-time analytics and reporting can help businesses track their progress over time and ensure that they meet their goals. Real-time analytics and reporting can help enterprises to optimize their contact center operations, improving efficiency and effectiveness.
Boost customer experience with the right contact center features
The contact center is more important than ever in the rapidly changing business landscape. As the primary point of contact between a company and its customers, your contact center must be equipped with the latest features and technologies. Using the latest contact center software can give your company an edge over its competitors. You can’t afford to miss out on leveraging its capabilities to improve customer satisfaction and increase operational efficiency. HoduSoft offers a wide range of UC products and HoduCC is one of the best omnichannel contact center software that you can come across in the market. Check out more about it from HoduSoft’s website.
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