{"id":50135,"date":"2024-07-01T16:14:42","date_gmt":"2024-07-01T14:14:42","guid":{"rendered":"https:\/\/enreach.es\/?p=50135"},"modified":"2024-07-01T16:15:33","modified_gmt":"2024-07-01T14:15:33","slug":"must-have-speech-features-for-any-call-centre-software","status":"publish","type":"post","link":"https:\/\/enreach.es\/en\/blog\/must-have-speech-features-for-any-call-centre-software\/","title":{"rendered":"6 must-have speech features for any call centre software"},"content":{"rendered":"<h5 style=\"font-weight: 400;\"><strong>Level:<\/strong> Intermediate<\/h5>\n<p style=\"font-weight: 400;\">Voice remains the channel of choice for consumers. Therefore, we need <a href=\"https:\/\/enreach.es\/en\/customer-engagement\/cloud-omnichannel\/\" target=\"_blank\" rel=\"noopener\">call centre software<\/a> that can help us manage high call volumes without losing sight of the customer experience.<\/p>\n<h2><strong>1. ADVANCED CALL <span style=\"color: #ac96ff;\">DISTRIBUTOR<\/span><\/strong><\/h2>\n<p style=\"font-weight: 400;\">This feature allows us to <strong>automate<\/strong> the prioritisation of the <strong>most urgent calls<\/strong> and ensure that they are handled by our <strong>best agents.<\/strong><\/p>\n<p style=\"font-weight: 400;\">Through a <strong>scoring system<\/strong>, we will assign a higher value to the queues we want to prioritise, and we will value the agent&#8217;s skills more highly in areas where they excel.<\/p>\n<h2><strong>2. CALL <span style=\"color: #ac96ff;\">WHISPERING<\/span><\/strong><\/h2>\n<p style=\"font-weight: 400;\">During the <strong>agent training <\/strong>process, this feature is vital as it allows supervisors to listen to a call <strong>in real time<\/strong> and provide guidance to the agent without the customer hearing it.<\/p>\n<h2><strong>3. VOICE INTEGRATION WITH <span style=\"color: #ac96ff;\">CRM<\/span><\/strong><\/h2>\n<p style=\"font-weight: 400;\">Voice integrations within CRM save us from having to switch between applications, allowing us to <strong>initiate, answer, record and transfer calls<\/strong> without leaving the customer management tool.<\/p>\n<p style=\"font-weight: 400;\">In addition, some integrations <strong>automate the display of the customer profile<\/strong> and, when the call is completed, automatically record <strong>the date, time and duration<\/strong> of the call, as well as details of <strong>the queue and the agent<\/strong> who handled it.<\/p>\n<h2><strong>4. REAL-TIME <span style=\"color: #ac96ff;\">TRANSCRIPTION<\/span><\/strong><\/h2>\n<p style=\"font-weight: 400;\">This feature allows us to have the telephone conversation in text format, <strong>separating the agent&#8217;s voice from the customer&#8217;s voice<\/strong>, thanks to <a href=\"https:\/\/enreach.es\/en\/customer-engagement\/cloud-omnichannel\/artificial-intelligence\/\" target=\"_blank\" rel=\"noopener\">artificial intelligence<\/a>.<\/p>\n<p style=\"font-weight: 400;\">We can share these transcripts with customers who request them, and we can also quickly analyse them using AI.<\/p>\n<h2><strong>5. CALL <span style=\"color: #ac96ff;\">SUMMARY<\/span><\/strong><\/h2>\n<p style=\"font-weight: 400;\">Thanks to a <strong><a href=\"https:\/\/enreach.es\/en\/customer-engagement\/customer-service-chatbot\/\" target=\"_blank\" rel=\"noopener\">ChatGPT bot<\/a><\/strong>, we can ask it to summarise each of the calls that have taken place in the contact centre.<\/p>\n<p style=\"font-weight: 400;\">We can even ask it to <strong>evaluate certain moments<\/strong> of a call, such as the greeting, and indicate<strong> whether the agent has satisfactorily resolved<\/strong> the customer&#8217;s query.<\/p>\n<h2><strong>6. SENTIMENT <span style=\"color: #ac96ff;\">ANALYSIS<\/span><\/strong><\/h2>\n<p style=\"font-weight: 400;\">Generative Artificial Intelligence also allows us to analyse <strong>the emotions felt by customers<\/strong> at the end of the call.<\/p>\n<p style=\"font-weight: 400;\">In this way, we can know the level of satisfaction of customers who called in the last week, last month or last few hours, <strong>without having to send out CSAT or NPS surveys.<\/strong><\/p>\n<h2 style=\"font-weight: 400;\"><strong><span style=\"color: #ac96ff;\">FINAL<\/span> THOUGHTS<\/strong><\/h2>\n<p style=\"font-weight: 400;\"><strong>The combination of traditional and new AI-based functionalities<\/strong> is essential to achieve operational results in terms of availability and continuous improvement of the customer experience.<\/p>\n<p style=\"font-weight: 400;\"><strong>What does your customer care team need? <\/strong>With <strong>over 20 years<\/strong> of contact centre experience, we are the perfect technology partner to help you achieve your goals.<\/p>\n<p style=\"font-weight: 400;\">We are committed to <strong>continuous improvement<\/strong> and have our <strong>own development software<\/strong> to create <em>ad hoc<\/em>functionalities.<\/p>\n<h2 style=\"font-weight: 400;\"><strong>CONTACT US TO FIND OUT HOW WE CAN <span style=\"color: #ac96ff;\">HELP YOU!<\/span><\/strong><\/h2>\n","protected":false},"excerpt":{"rendered":"<p>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.<\/p>\n","protected":false},"author":1,"featured_media":50141,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[5191],"tags":[5112,3113,4499,5144,3219,3216,5310],"class_list":["post-50135","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-smart-contact-center","tag-artificial-intelligence","tag-call-center-en","tag-chatgpt-en","tag-contact-center-en-2","tag-crm-en","tag-customer-service","tag-generative-ai"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>6 must-have speech features for any call centre software - Enreach ES<\/title>\n<meta name=\"description\" content=\"Voice remains the channel of choice for consumers. 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