6 Essential Call Center Features For 2020

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VITA VERDE FITNESS WELLNESS CENTER Q4
PLANS Prepared by Cia Rodriguez
Essential Call Center Features For 2020
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When it comes to choosing a call center software,
there are many options available.

• While some are suitable for outbound call
  centers, others are more appropriate for inbound
  call centers.
• Each call center solution comes with different
  functions.

Let's take a look at the features that a
functioning call center solution should have in
2020.
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1.
Interactive Voice Response (IVR) An IVR is an ele
ctronic voice menu that gives the options to th
e customers to connect with the
respective agents, based on their needs.
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2.
Skill Based Routing Skill-based routing allows t
he call center to route the call to the most
suitable agent automatically. This
feature is one of the most critical
call center features and helps save
time and resources.
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3.
Call Recording Call recording lets the
managers and supervisors record all the customer
interaction with the agents. This
feature helps them to analyze the
quality of calls and can be used for
training purposes.
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4.
Computer Telephony Integration
(CTI) Call center software includes a CTI
that connects the phone functions
with the computer. The integrated
feature helps the computer to
function as a virtual call center.
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5.
Predictive Dialer Predictive dialer is an outbound
dialing system that automatically
dials phone numbers from a list of
contacts. It can predict the
availability of the agents to make the
next call, based on predictive algorithms.
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6.
Desktop Notifications CTI's have an integrated fea
ture of desktop notifications that display
important pop-ups on the screen. This feature i
s helpful to the agents and managers as they ar
e always aware of any incoming or
transferred calls.
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