Nowadays, call center software can come with a wide range of features, which are generally complementary and useful for ensuring smooth communication with prospects and customers. However, we believe that five of these features are essential, as they enable you to overcome most of the challenges encountered today in terms of customer relations. In this context, we are thinking in particular of interactive voice response, ACD, outbound call automation, omnichannel capabilities, and CRM integration.
The interactive voice response (IVR) system is an essential solution for call center software, as it allows you to create customized and flexible customer journeys. With IVR, it is possible to automate call routing and offer 24/7 service. This technology also allows you to create multiple scenarios that can be adapted to the customer and their needs. IVR is particularly effective during peak periods, as it allows calls to be deflected to other channels. With an interactive voice response system, productivity is improved, as is customer satisfaction.
Another essential feature is automatic call distribution, more commonly known by its acronym ACD. This technology automatically directs incoming calls to the most qualified available agents in order to improve first call resolution rates. ACD is also useful for personalizing and streamlining the customer experience, as it allows contacts to be identified and prioritized.
Outbound call automation: better reachability rate
Outbound call automation is an ideal feature for prospecting, telesales, and collections, as it allows you to easily create campaigns and call strategies, while intelligently improving them. With this automation, wait times for agents can be reduced because calls are made automatically and distributed to the first available agent. Whether used for scheduling appointments or proposing products or services, it always increases the reachability rate: a plus for productivity.
In recent years, digital technology has become increasingly important in customer service. Although phone calls remain the channel of choice for many customers, the trend is now moving towards omnichannel. Email, social media, live chat, text messaging… Consumers like to have choices, especially younger ones. In this context, omnichannel call center software allows you to create customer journeys that meet customer preferences. In addition, it can track and manage all exchanges on a single platform. This ensures optimal communication flow.
Finally, it is important to have access to all customer data in real time, via a readable and easy-to-use interface. For example, automatically pulling up customer files as soon as a call comes in makes things way more efficient; agents can instantly access info. With that in mind, CRM integration has become pretty much a must-have for call center software since it lets you really personalize customer relationships using a bunch of different resources that are all in one place: 360° customer view, interaction history, and more.
Vocalcom invites you to discover its other guide pages on the same topic: how to choose your call center software, how to install call center software, why use call center software, and what are the advantages of call center software.
