CounterPath: 9 Key Call Center Software Requirements in 2020

What software is ideal for the modern call center?

The typical modern call center is an intelligent software-based system. Here are some elements it includes:

  1. VoIP Calling and SIP Support
  2. Superior Calling Features
  3. Integration with Business Tools
  4. Smart Interface
  5. Call Recording
  6. Flexibility and Scalability
  7. Call Quality
  8. Provisioning and Internal Support
  9. Security and Encryption

Call Center Software Requirement 1: VoIP Calling and SIP Support

VoIP makes calls much more affordable. It also comes with a lot of advantages and features that make communication richer and more efficient.


Call Center Software Requirement 2: Extensive Calling Features

This includes automatic call distribution, interactive voice response (IVR), presence management, and instant messaging among others.


Call Center Software Requirement 3: Integration with Business Tools

Any call centre software should easily plug into business tools like your CRM, PBX, help desk, marketing platform, e-commerce platform, servers, and Microsoft Outlook, to efficiently solve customer issues, and manage data.


Call Center Software Requirement 4: Smart Interface

An intuitive interface is ideal to help customer service agents be resourceful when handling calls. Call recording, presence management, and collaboration should all be available on the same interface for best results.

Bria 5 on Multiple Devices-1

Call Center Software Requirement 5: Call Recording

Cassette tape

Through call recording, customer service agents can analyze calls and extract useful data from them. This feature can also be used for training purposes. Consider a software that includes advanced call recording as a primary feature for your call centre.

Call Center Software Requirement 6: Flexibility and Scalability

Adding one or several users, modules or features to your phone system, and upgrading to more powerful schemes should be seamless to facilitate the growth of your business.

Call Center Software Requirement 7: Excellent Call Quality

A call centre’s VoIP phone system should have the best voice and video codecs to provide exceptional quality over minimum bandwidth.


Call Center Software Requirement 8: Provisioning and Internal Support

A good call centre tool allows multiple-user provisioning and relevant, effective troubleshooting tools.


Call Center Software Requirement 9: Security and Encryption

Handling confidential information and sensitive data often makes call centres targets for security attacks. Non-trivial security features like good encryption support are necessary.

Bria Solo Extends Business-Class Calling-1

All our solutions are scalable, secure and cost effective. By switching or augmenting your current communication system to include VoIP, organizations can realize immediate benefits including real-time collaboration and cost savings.

Interested in learning more about our Enterprise Unified Communications solutions? Contact our team today for details.

Sourced from: Counterpath. View the original article here.

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