The Best Multi-Tenant Contact Center Software Features You Need to Know

There are a lot of multi-tenant contact center software providers in the market, and they all offer a broad array of features to help you manage your contact center operations. But when it comes to selecting the right multi-tenant contact center software, you should look for the following key features:

 


  1. Auto-provisioning

Auto-provisioning eliminates the need for manual configuration of each phone in the system and allows for the automatic configuration and deployment of phones on the network. It enables easy deployment and configuration of business phone systems as well as allows customers to make adjustments to services themselves. It also enables remote configuration and management of network devices.

 

  1. Least Cost Routing

One of the most important features of multi-tenant contact center software, Least Cost Routing (LCR) helps businesses route incoming calls through the most cost-effective route and saves a lot of money. To route the calls as efficiently as possible, the factors LCR takes into account are geographic location, call destination, call duration, time of day, and more. You can configure LCR to prioritize particular carriers and select the best carrier for a specific call. Apart from that, you can configure failover routes to ensure efficient routing and connecting of calls in case of an outage.

 

  1. BLF and presence 

Busy Lamp Field (BLF) is a light on an internet-based business phone system. It enables users to see the availability of an agent to take the call. Presence enables users to display their availability status. It allows users to set their availability to busy, away, or available. This feature is helpful for users who need to know the availability status of other users in their network.

 

  1. SIP trunking 

SIP trunking is a major feature of IP PBX software that enables businesses to replace their traditional public switched telephone network (PSTN) with a contact center system. By using SIP trunking, businesses can support a large number of concurrent calls. SIP also provides sophisticated features such as call recording, call forwarding, and customer service management. It eliminates the requirement for expensive hardware and wiring and enables businesses to take advantage of lower rates for long-distance calls.

 

  1. Security and compliance

Sophisticated multi-tenant contact center software must have robust security and compliance features. While buying multi-tenant contact center software, look for advanced security features such as multi-factor authentication protocols, end-to-end encryption, tamper detection features, activity logging, and more. All these features will ensure that you protect your customer data from unauthorized access even if a security breach happens.

 

  1. Billing and payment

Sophisticated multi-tenant contact center software should have integrated billing and payment features to automate manual tasks. By using these features, contact centers can avail of a variety of billing options from software providers and pay their bills using a wide range of payment options such as credit cards, bank transfers, payment gateways such as PayPal and Stripe, as well as other forms of payment.

 

  1. Real-time reporting and analytics

Robust reporting and analytics features are essential for multi-tenant contact center software. While looking for a software provider, make sure the software provides insights into various key performance indicators (KPIs) and generates reports in a fast and efficient manner. By leveraging the data and insights, you can make data-driven decisions and enhance the overall performance of your contact center.

 

Summing up,

 

If you’re looking for multi-tenant contact center software, you must make sure that it has certain basic features such as auto-provisioning, LCR, BLF and presence, SIP trunking, security features, billing and payment, and real-time reporting and analytics. That’s why selecting the right software provider can make a lot of difference. HoduSoft’s multi-tenant contact center software provides all the above-mentioned features and more. To know more about the software or get a free demo, click here.


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