Which contact center software to choose? What are the mandatory features for a contact center? What are they for? You are certainly asking yourself all these questions… But don’t worry!
➡️ In this article, we have grouped the top 8 features that all contact centers must have.
1. IVR
An interactive voice server (IVR in English) aims to optimize the management of a large volume of calls. In fact, the IVR will interact with your customers during a call in order to put them in touch with the right person as quickly as possible. For example: “Type 1 for French… Type 2 for… Type 3 for…” Thanks to IVR, calls are 100% answered. To do this, you will need to configure a set of scenarios and redirections that constitute your IVR.
2. CRM integration
It is imperative to complete your solution by integrating your CRM (Salesforce, Zoho, Odoo, etc.) or your business application. This will allow your teams to have a 360° view of your customers and prospects, and this, in no time. no matter where they are in their customer journey.
3. Discreet listening
Discreet listening allows a call center manager to listen and help an agent during a phone call without the interlocutor knowing. This is an excellent way to train and support new agents. In fact, studies show that contact centers in France experience a turnover of 25%. It is therefore essential to invest in excellent training tools. In addition, this tool will be useful for dispute management, quality management, etc.
4. Reporting
In order to effectively manage your customer relations and your contact center, you need to analyze your results, obtain better results by improving your service using our reporting tool. This way, you will have a complete view of all the advanced statistics on your activity with all the KPIs to follow. You can of course filter the data by users and create your own reports. You will have better management of your activity, the evolution of the performance of your agents, etc.
5. Call recording
Do you want to support your agents and guarantee the quality of your calls? This calling software feature is a real asset! In fact, keeping a history of your customer interactions can be very valuable for the management of your call center. It is a training, management and legal tool.
6. ACD
Automatic call distribution (or Automatic Call Distributor, in English) allows incoming calls to be automatically directed to the most suitable service and agent in order to best satisfy requests. This feature is powerful since it draws on the expertise of each of your agents. Your customers will be more satisfied!
7. Dialer
A Dialer is a call center feature that allows you to automatically initiate calls from a predefined list of telephone numbers. This feature significantly improves agent productivity. At Nixxis, the dialer can initiate calls using up to 10 dialing modes (Preview, Progressive, Predictive, Reverse IVR, etc.)
8. One-to-one chat
At Nixxis, we realized that whispering during calls can be disturbing and therefore stressful for the agent. That’s why we set up a one-to-one chat! This is a chat where the supervisor can accompany the agent live during his calls.
