Top 7 Must Have Call Center Software Features

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Top 7 Must Have Call Center Software Features
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• Call Center Agents Use The Most Common Call
  Center Software Features

• Automatic Call Distributor (ACD)
• Interactive Voice Response (IVR)
• Auto Dialer
• Predictive Dialer
• Call Center Monitoring
• Multi-tenant Support
• Auto Dialer

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1. Automatic Call Distributor (ACD)

• Manual Dialer
• Progressive Dialer
• Auto Dialer
• Promotional Dialer
• Predictive Dialer

An Automatic Call Distributor (ACD) is a
telephony system that answers incoming calls and
routes them to a specific agent or department
within a company.
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2. Interactive Voice Response (IVR)
IVR systems can be used to create and manage many
services including telephone banking, order
placement, caller identification and routing,
balance inquiry, and airline ticket booking
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3. Auto Dialer
Dialer software, an automated telephone dialing
system, enables agents to drastically increase
their live connections
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4. Predictive Dialer
A predictive dialer is a computerized system that
automatically dials batches of telephone numbers
for connection to agents assigned to sales or
other campaigns.
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5. Call Center Monitoring
 Call monitoring allows to managers to listen in
on live calls without the agent or caller knowing
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6. DID (Direct Inward Dialing)
Direct Inward Dialing provides a mechanism using
which a single physical telephone line can be
used to open multiple lines of communication with
dedicated extensions
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7. Skill Based Agent Mapping
This call center software feature mapping callers
to the most appropriate agent based on the
callers IVR selections
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