Call center solutions have been evolving to meet the customer needs of businesses and introducing automation to improve customer satisfaction and productivity. The call center software development companies have been offering different features in the call center solution to provide an ultimate solution to businesses and call centers. Nowadays, the contact center solutions are loaded with several features to empower inbound, outbound, and blended calling campaigns.
Call center add-ons are additional features and functionalities, which might not be needed by all businesses using call center solution. However, there are some add-ons developed by leading call center software development companies, which are must have add-ons in 2021. Regardless of your industry vertical, you can use all or any one of these call center add-ons.
1. Data Verification
As the name suggests, this add-on verifies data. In a call center solution, the business or any other organization using this software stores phone numbers and email addresses. This add-on available for contact center software can verify the authenticity and existence of each phone number and email address within a few minutes. It means whether an email address or a phone number really exists or not will be verified by this add-on. Moreover, the data verification add-on also extracts and shows more details about the phone number such as country code, area code, carrier, VoIP numbers or regular, and more. For email address also, it shows additional information. This information can be used to classify leads or customers in specific groups. This helps in creating better marketing and customer care strategies.
2. Text to speech
This add-on converts a written text into speech. You will have options of different male and female voices. It also offers accent options like English (UK), English (USA), etc. The major use of this tool is to create voice prompts for IVR menus and voice broadcasting voice messages. It can also be used to record the professional voiceover for your marketing videos.
3. Call broadcasting
This is another important call center add-on, which you must get in 2021 to empower your call center software. Once you create a voice broadcasting campaign, in a single click, you can send a voice message to thousands of people. It is a really effective way of sending festive greetings, product updates, payment reminders, etc. Without occupying agents, businesses can send voice messages to make sure it does not get unnoticed like an SMS or email.
4. Call recording and word spotting
If you believe in maintaining great call quality to deliver an excellent customer experience, these two add-ons are necessary to use in 2021. Each call center solution has a call recording feature by default. But, the call recording add-on has more flexible and advanced features to offer. Therefore, using it can make a positive difference. The word spotting add-ons spot all call recording files which have a specific word used in the conversation. This can be used to ensure agents are not using foul or rude language during calls. Therefore, these two add-ons are necessary to assure your customers receive an excellent customer experience and like your brand.
Author works in a company that offers different call center solutions such as hosted call center solution, omnichannel contact center software, etc. The company also offers various services such as call center WhatsApp integration, VICIDial customization, etc.