{"id":49525,"date":"2024-05-03T09:52:32","date_gmt":"2024-05-03T07:52:32","guid":{"rendered":"https:\/\/enreach.es\/?p=49525"},"modified":"2024-05-03T09:49:48","modified_gmt":"2024-05-03T07:49:48","slug":"essential-features-to-look-for-in-a-contact-centre-software","status":"publish","type":"post","link":"https:\/\/enreach.es\/en\/blog\/essential-features-to-look-for-in-a-contact-centre-software\/","title":{"rendered":"10 essential features to look for in a contact centre software"},"content":{"rendered":"<h5 style=\"font-weight: 400;\"><strong>Level:<\/strong> Intermediate<\/h5>\n<p style=\"font-weight: 400;\"><a href=\"https:\/\/enreach.es\/en\/customer-engagement\/cloud-omnichannel\/\" target=\"_blank\" rel=\"noopener\">Contact centre software<\/a> <strong>is much more than just inbound and outbound call management software<\/strong>. Contact Centre as a Service (CCaaS) platforms now have a direct impact on <strong>agent productivity<\/strong> and improving the <strong>customer experience.<\/strong><\/p>\n<p style=\"font-weight: 400;\">Of course, every business has different needs and objectives, but <strong>to make sure we&#8217;re choosing the right tool<\/strong>, we can&#8217;t ignore these ten features:<\/p>\n<h2><strong>1. <span style=\"color: #ac96ff;\">ARTIFICIAL<\/span> INTELLIGENCE TOOLS<\/strong><\/h2>\n<p style=\"font-weight: 400;\"><a href=\"https:\/\/enreach.es\/en\/customer-engagement\/cloud-omnichannel\/artificial-intelligence\/\" target=\"_blank\" rel=\"noopener\">AI within a contact centre software<\/a> is a very versatile tool that can deal with:<\/p>\n<ul>\n<li><strong>Qualify intent<\/strong> (like an IVR, but with greater understanding and communication capabilities).<\/li>\n<li>Provide <strong>self-service<\/strong> so customers can get immediate answers to simple questions.<\/li>\n<li>Assist agents by <strong>clarifying doubts about a product\/service<\/strong> or <strong>proactively providing advice.<\/strong><\/li>\n<li>Automate post-call tasks such as <strong>summaries and typing.<\/strong><\/li>\n<li>Facilitate agent supervision <strong>by impartially evaluating agent performance<\/strong> after each conversation.<\/li>\n<\/ul>\n<h2><strong>2. ADVANCED CALL <span style=\"color: #ac96ff;\">DISTRIBUTION<\/span><\/strong><\/h2>\n<p style=\"font-weight: 400;\"><strong>If we want to prioritise certain types of enquiries over others<\/strong>, we need to implement an Automatic Call Distributor (ACD).<\/p>\n<p style=\"font-weight: 400;\">The ACD is a system that routes <strong>calls based on rules<\/strong>. From a configuration panel, we <strong>can give one queue more weight than another<\/strong> so that, for example, medical emergencies are always given priority.<\/p>\n<p style=\"font-weight: 400;\">We can go a step further and <strong>define the skills of the agents<\/strong> (languages, knowledge, soft skills&#8230;) so that they receive the requests they are best suited to handle.<\/p>\n<h2><strong>3. <span style=\"color: #ac96ff;\">MULTI-CHANNEL<\/span> MANAGEMENT<\/strong><\/h2>\n<p style=\"font-weight: 400;\">If we have <strong>multiple touch points<\/strong> with our customers: a contact <strong>phone<\/strong>, a <strong>web<\/strong> chat, an <strong>email<\/strong> address, a <strong>WhatsApp<\/strong> number&#8230; we need to be able to manage all channels from a single tool.<\/p>\n<p style=\"font-weight: 400;\">Not only so that agents <strong>can see all conversations in the same tab<\/strong>, but also so that supervisors can <strong>measure the customer experience in each channel. <\/strong><\/p>\n<h2><strong>4. <span style=\"color: #ac96ff;\">INTEGRATION<\/span> WITH OTHER PROGRAMMES<\/strong><\/h2>\n<p style=\"font-weight: 400;\">Voice integrations are the most common and allow us to <strong>make or receive calls<\/strong> when we are in other programmes.<\/p>\n<p style=\"font-weight: 400;\">For example, if we talk about integration with a CRM, we will not only be able to use all the telephone functions of our contact centre, but we will also be able to <strong>automate the display of customer files and the creation\/update\/deletion of contacts.<\/strong><\/p>\n<h2><strong>5. AUTOMATED <span style=\"color: #ac96ff;\">DIALLING<\/span><\/strong><\/h2>\n<p style=\"font-weight: 400;\"><strong>Our sales team can also use customer service software<\/strong> to contact leads.<\/p>\n<p style=\"font-weight: 400;\">By including an <a href=\"https:\/\/enreach.es\/en\/customer-engagement\/outbound-by-enreach\/\" target=\"_blank\" rel=\"noopener\">auto-dialler for outbound calls<\/a>, you can <strong>eliminate manual dialling and increase your conversion rate.<\/strong><\/p>\n<p style=\"font-weight: 400;\">Plus, when integrated with CRM, the <strong>call history and all associated information<\/strong> is automatically recorded in the customer file.<\/p>\n<h2><strong>6. CALL <span style=\"color: #ac96ff;\">RECORDING<\/span><\/strong><\/h2>\n<p style=\"font-weight: 400;\">In order to comply with GDPR, it is essential to be able to <strong>record all calls and keep a record<\/strong> in case your customers request the recording. Therefore, it is an essential feature to operate your contact centre in accordance with the current regulations.<\/p>\n<p style=\"font-weight: 400;\">We need to ensure that <strong>we<\/strong> <strong>have full control over call recording<\/strong> during a conversation, so that we can stop it if customers disclose their confidential data.<\/p>\n<h2><strong>7. MONITORING <span style=\"color: #ac96ff;\">QUEUES<\/span> AND <span style=\"color: #ac96ff;\">AGENTS<\/span><\/strong><\/h2>\n<p style=\"font-weight: 400;\">In order to make<strong> quick and informed decisions<\/strong>, the customer service programme needs to have a dedicated supervisor panel. <strong>The more visual it is<\/strong>, the quicker they will be able to see how many agents are busy, how many are free and which queues are overflowing.<\/p>\n<p style=\"font-weight: 400;\">It is also very <strong>important to have dynamic, real-time information<\/strong> that they can interact with and <strong>apply filters<\/strong> to, for example, see how a particular agent is performing or <strong>make adjustments on the fly<\/strong>, such as changing the maximum number of calls in a queue.<\/p>\n<h2><strong>8. CALL <span style=\"color: #ac96ff;\">WHISPERING<\/span><\/strong><\/h2>\n<p style=\"font-weight: 400;\">This feature allows supervisors <strong>to listen or speak to an agent during a call<\/strong> without the customer hearing.<\/p>\n<p style=\"font-weight: 400;\">Call Whispering can be used <strong>to<\/strong> <strong>guide agents during training<\/strong> or to intervene in a call that is taking too long.<\/p>\n<h2><strong>9. CALL <span style=\"color: #ac96ff;\">STATISTICS<\/span><\/strong><\/h2>\n<p style=\"font-weight: 400;\">Just as supervisors need to see real-time information about agents and queues, <strong>we also need to monitor call traffic:<\/strong> how many calls are being handled, what is the average length of calls, what is our service level, etc.<\/p>\n<p style=\"font-weight: 400;\">This wallboard should also be highly visual, providing a bird&#8217;s eye view of all the metrics <strong>that impact contact centre performance.<\/strong><\/p>\n<h2><strong>10. <span style=\"color: #ac96ff;\">COMPATIBILITY<\/span> WITH ANY DEVICE<\/strong><\/h2>\n<p style=\"font-weight: 400;\">The usual scenario is a desktop computer with integrated WebPhone for agents to answer calls from a handset, but <strong>the pandemic has taught us that we need scalable and flexible tools.<\/strong><\/p>\n<p style=\"font-weight: 400;\">Whether from a <strong>personal laptop or even a mobile phone<\/strong>, the software must adapt to the usability of each device without losing any functions: call transfer, recording, synchronisation of information, etc.<\/p>\n<h2 style=\"font-weight: 400;\"><strong>NEED <span style=\"color: #ac96ff;\">CONTACT<\/span> CENTRE SOFTWARE?<\/strong><\/h2>\n<p style=\"font-weight: 400;\">Discover these and many other features of our contact centre software by requesting a free demo. Our experts are always available on <a href=\"tel:0034900670750\">+34 900 670 750<\/a> or in the chat below.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Contact centre software is much more than just inbound and outbound call management software. Contact Centre as a Service (CCaaS) platforms now have a direct impact on agent productivity and improving the customer experience. Of course, every business has different needs and objectives, but to make sure we&#8217;re choosing the right tool, we can&#8217;t ignore these ten features.<\/p>\n","protected":false},"author":1,"featured_media":49522,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[5191],"tags":[5112,5327,5278,3113,5144,4665,3216,5163,5242,3838,5147,5243,3382],"class_list":["post-49525","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-smart-contact-center","tag-artificial-intelligence","tag-auto-dialler","tag-automarcador-en","tag-call-center-en","tag-contact-center-en-2","tag-customer-experience","tag-customer-service","tag-cx-en-2","tag-integraciones-en","tag-integrations","tag-inteligencia-artificial-en","tag-omnicanalidad-en","tag-omnichannel"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>10 essential features to look for in a contact centre software - Enreach ES<\/title>\n<meta name=\"description\" content=\"Contact centre software is much more than just inbound and outbound call management software. 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