Which Are Must-Have Call Center Solution Features in the 21st Century?

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Which Are Must-Have Call Center Solution Features in the 21st Century?

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In the 21st century, customers are more demanding. In any industry, customers come with their own set of expectations. Due to increasing competition, businesses need to ensure they meet all demands of customers to retain them and to build a brand everyone loves to convert more leads. A call center solution is one of the tools, which help businesses to meet the needs, demands, and expectations of customers.

In the market, there are thousands of call center solutions available. All seem similar, but remember even a single provider will have different packages. Each package would hold more features. Therefore, you need to be sure that you are getting all the required features, which will let you serve your customers now and in the future as well.

Let me share the top features, which your call center software must-have. These features are necessary to meet your customer demands.

1.  Skill-based call routing

Modern call center solutions offer different call routing rules. You might get awestruck while checking the whole list of call routing strategies. However, you need to be sure about having skill-based call routing rules. This is the most useful and beneficial call routing strategies. It automatically routes the call of a caller to the agent, who is the most skilled to resolve the specific concern or query.

2. Predictive dialer

Almost all call center solutions offer predictive dialing, but the smart call center software offers the most advanced predictive dialing. It is an auto dialer, which automatically selects the number of leads, which are more likely to attend the call. It predicts the likelihood agents of getting free and the number of calls will be answered out of the total number of dialed numbers. This feature ensures that all the time agents have a call to handle. It means the highest productivity and the best use of resources is possible with this smart call center software feature. It is an important feature in the 21st century.

3. Multiple communication channels

Nowadays, omnichannel contact center solutions are available, which support all communication channels. Of course, it can be a great tool to have, but it is also expensive. In some cases, it is not useful, too. For example, an omnichannel contact center system offers email as one of the communication channels, not all businesses use emails for communication. Thus, getting an omnichannel solution is not really a necessity, but getting a multichannel solution is. Adding more than one communication channel into your call center software will make it a multichannel contact center solution. Using it to handle customer services and sales lead will help in multiple ways and definitely improve the results.

4. Live dashboards

To ensure everything is functioning correctly, having a real-time view is necessary. Call center solutions with live dashboards show live statistics of system usage, agents, campaigns, live calls, etc. are as important as having historic reports.


These four features have to be in your call center software. Of course, standards features such as IVR, call transfer, call hold and retrieve, barge-in, whisper, call script, manual dialer, reports, etc. will be there.

Author Bio

Author writes on articles on call centers, smart call center software, call center solutions, open source call center software, virtual call center solutions. The author writes on different VoIP solutions and services.

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Jay tha


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