6 must-have speech features for any call centre software

Level: Intermediate

Voice remains the channel of choice for consumers. Therefore, we need call centre software that can help us manage high call volumes without losing sight of the customer experience.

1. ADVANCED CALL DISTRIBUTOR

This feature allows us to automate the prioritisation of the most urgent calls and ensure that they are handled by our best agents.

Through a scoring system, we will assign a higher value to the queues we want to prioritise, and we will value the agent’s skills more highly in areas where they excel.

2. CALL WHISPERING

During the agent training process, this feature is vital as it allows supervisors to listen to a call in real time and provide guidance to the agent without the customer hearing it.

3. VOICE INTEGRATION WITH CRM

Voice integrations within CRM save us from having to switch between applications, allowing us to initiate, answer, record and transfer calls without leaving the customer management tool.

In addition, some integrations automate the display of the customer profile and, when the call is completed, automatically record the date, time and duration of the call, as well as details of the queue and the agent who handled it.

4. REAL-TIME TRANSCRIPTION

This feature allows us to have the telephone conversation in text format, separating the agent’s voice from the customer’s voice, thanks to artificial intelligence.

We can share these transcripts with customers who request them, and we can also quickly analyse them using AI.

5. CALL SUMMARY

Thanks to a ChatGPT bot, we can ask it to summarise each of the calls that have taken place in the contact centre.

We can even ask it to evaluate certain moments of a call, such as the greeting, and indicate whether the agent has satisfactorily resolved the customer’s query.

6. SENTIMENT ANALYSIS

Generative Artificial Intelligence also allows us to analyse the emotions felt by customers at the end of the call.

In this way, we can know the level of satisfaction of customers who called in the last week, last month or last few hours, without having to send out CSAT or NPS surveys.

FINAL THOUGHTS

The combination of traditional and new AI-based functionalities is essential to achieve operational results in terms of availability and continuous improvement of the customer experience.

What does your customer care team need? With over 20 years of contact centre experience, we are the perfect technology partner to help you achieve your goals.

We are committed to continuous improvement and have our own development software to create ad hocfunctionalities.

CONTACT US TO FIND OUT HOW WE CAN HELP YOU!