Different call center solutions usually have some common and some unique features. Different businesses and call centers use this software depending on various factors. Two common factors are the requirements of the company and the latest trends. If you already have a call center solution or if you are going to buy one in 2021, you must know must have features in your call center solution. These features will not only meet your needs, but will also help you take advantage of the latest trends.
1. Predictive dialer
It is the most advanced auto dialer available in call center solutions. It helps in assuring the highest productivity of the team and reaching all leads and customers within a minimum time. Therefore, you must have a predictive dialer in your call center dialer software.
2. Automated call distribution (ACD)
It is one of the call routing rules available in the contact center solution. All incoming calls will be put in the call queue based on the algorithm defined for ACD. It will try connecting callers to the agent that will quickly attend the call of the customer. It means the caller will be placed in the call queue that is shorter.
3. Sticky agent
It is also a call routing rule, which routes incoming calls. The unique and important functionality of this feature is that it will connect the caller to the same agent every time. It means the caller will always talk to the same agent. The advantage of this feature is that it helps in strengthening the relationship with customers.
4. Data verification
It is one of the innovative features. It is only available in advanced call center solutions like smart call center software. It verifies data before running a campaign. It can verify phone numbers and email addresses for their existence, which means whether a phone number and an email address is valid or not. Moreover, it also provides some additional information about the phone numbers and email addresses, which can be used to classify and group customers.
5. Unified communication channels
Omnichannel call center solution, which supports all unified communication channels, has been in existence for some years. However, in 2021 and upcoming years, it will become a necessary feature. A majority of call centers and businesses have started using a call center solution that supports omnichannel communication. Therefore, customers demand to receive the same from their providers.
6. CRM integration
Personalized responses can help call centers to delight customers. A contact center solution can show only a few fields related to the customer. However, if call center CRM integration has been performed, then during a live call, a CRM popup with more detailed information can be shown to the agents. This CRM popup gets fetched from the CRM software and will be shown into the contact center dialer. This can be used to deliver personalized responses and delight customers.
7. Graphical reports
Time saving and easy to understand graphical reports will be important for call centers and businesses. Therefore, it is one of the must have features in your dialer in 2021.
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.