The Most Common Call Center Software Features | HoduSoft


Think of call center software and you will see that certain features have endured since the time they were first introduced. These are basic to any contact center solution. However, customer behaviors have changed and so has the environment so call center software in use today has more features that may be more important for better functionality.



The standard feature set of standard call center software
  • Auto dialer: This is standard to virtually all call center software solutions since it is so crucial in outbound calling campaigns. Tied to a CRM, this feature is indispensable to schedule outbound calls and connect the agent only when a live human responds.
  • Predictive dialer: This is just as important in contact center software as is the auto-dialer. Among other things, it takes on the task of determining calling pattern depending on agent work load and managing it so that agents are not overburdened and handle calls efficiently.
  • Skill based mapping: This feature routes calls to agents who are deemed to be capable to handling specific issues. It saves time by reducing call transfers from one agent to another and delivers a more delightful customer experience.
  • Automatic call distributor: It is somewhat similar to skill based mapping but here the focus is on distributing work load to keep all agents busy but never overloaded.
Today’s contact center software from top vendors like Hodusoft have these features but enhanced with artificial intelligence for even better operations.



Going beyond the standard feature set
The aforementioned features are indispensable and do make up the framework of call center software. Today’s environment, however, is far different from the early days and call centers must necessarily adopt contact center solutions that have better and more advanced feature sets. These are just as indispensable for a better customer experience.
Omnichannel and unified communication: The PSTN line was the mainstay of communications. No longer. Today, people use mobiles, chat, social media channels and messaging and they do it interchangeably. You need omnichannel and unified communication for effective and fast communication through a single dashboard interface. It saves valuable time and brings coherence.
WebRTC: WebRTC is a game changer in the world of contact center software and call center operations. It does away with the IP-PBX hardware infrastructure and brings in the facility of audio-video chat and conference through simple desktops and mobiles through a browser interface. What this translates to is that call center operators may not even need to have an office setup. They can have remote agents located in any part of the world with their work synchronized and managed through the CC solution, especially if it is a hosted solution. Video brings in near face to face interactive experience that can be absolutely delightful for the customer and refreshing for the agent.
Smart IVR: Many calls to inbound call centers are routine with callers looking for information. This is taken care of by the introduction of an IVR feature in the CC software. Customers do not have to be queued up to talk with an agent and can find the information they need. Agents do not waste time on routine matters but can use their skills for revenue generation.
Intelligent analytics: It is imperative for call centers to strive for excellence and this journey is helped by the presence of the intelligent analytics feature that helps call center operators derive intelligence and insights. From identifying skills of agents and quantifying performance to better decision making, this is a key module that one should look for rather closely when choosing contact center software.



Call center software involved considerable outlay but today’s hosted software means anyone can get going without any upfront investment and do it far better when the CC solution has advanced features.

Source: https://hodusoftsite.wordpress.com/2019/05/17/the-most-common-call-center-software-features-hodusoft/

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