1) ACD (Automatic call distribution)
ACD, also known as automatic call distributors, is a telephony system that automatically distributes incoming calls to available inbound call center agents. An ACD removes the need for operators to check agent availability before redirecting calls manually, streamlining the call flow process. This results in faster ticket resolutions, better agent productivity, and higher customer satisfaction rates.
2) IVR (Interactive voice response)
IVR (also known as auto attendants) is short for interactive voice response. It is a business phone technology that allows incoming callers to interact with an automated answering machine before being routed to available inbound agents. But unlike a typical answering service, IVRs can be programmed with selection menus which a caller can “converse” with using their phone dial pads. Inbound callers will be routed to the most appropriate agent or department based on their responses to the IVR. This solution is typically used to identify a caller’s inquiry or offer self-service assistance.
3) CTI (Computer telephony integration)
Computer telephony integration allows you to connect your computer and phone systems. This allows your agents to control calls, view customer information, and perform other tasks from their computer. With CTI, you can also optimize your call center with customizable features and app integrations.
4) App integrations
App integrations from third-party developers will allow you to tailor your call center software to your specific work environment. Assess the needs of your customer service team and choose an inbound call center solution that supports the API integrations for your particular needs. Popular choices include, but are not limited to:
- CRM integrations with screen pops functionality
- Single sign-on and security verification apps
- Office app suites
5) Workforce Optimization Features
If you’re managing a large team of call center agents, having an all-in-one solution equipped with management tools would streamline your team’s workflow and give you critical insights into agent performance and productivity. Here are some examples of workforce optimization features:
- Enhances agent coaching and training process through integrated evaluation tools and resources.
- Allows you to forecast incoming interaction volume and demand, minimizing resource underutilization and maximizing agent productivity.
Customer Satisfaction Surveys
- Lets you identify opportunities for improvement by evaluating agent performance based on customer stories and feedback.
- Allows you to record and play back calls, providing supervisors with evaluation data of agent-customer interaction. Helps provide insight into your team’s performance, skill improvement potential, customer engagement strategies, etc.
Reporting and Analytics
- Interaction analytics provides you with actionable data to identify possible issues within your call center. Presents information gathered in simple visual reports and dashboards, allowing analysts to interpret data quickly and accurately.
6) Omnichannel Support
Traditionally, call centers were only capable of handling voice calls. However, the rise of digital engagement channels saw an increase in customer interactions from other platforms such as email, live chat, etc. As a result, more and more businesses are switching to an inbound contact center.
If you're confused about what the difference is between a call and contact center, read on for a more comprehensive comparison between the two.