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Top Features To Look For In Call Center Software


Every day, technology advances quickly in an effort to improve our lives by making tasks simpler and more effective. However, it’s undeniable that issues frequently develop when using any technological equipment.

Many people still prefer to speak with a real person who can quickly solve their difficulties, even when new developments are intended to minimize issues and cut labor, especially when it comes to customer communication. Call Center Software can help with it.

It ensures that all customer communications are carried out effectively and without delay.

Such software controls consumer phone communication via outbound and incoming conversations, interactive voice response (IVR), menu choices, ticketing, or by consolidating all communications taking place across many platforms into a single window.

Interactive Voice Response (IVR)

IVR is an automatic response system that converses with callers and collects data to direct their inquiries to the appropriate parties. Dual-tone multi-frequency signals (DTMF), which are activated by pushing your telephone keypad, are used to carry out this process (menu).

Due to the call being answered after the first ring, IVR offers superior customer service.

Setting up an IVR call flow will increase efficiency while lowering costs. The use of this automated technique makes receiving a lot of calls unproblematic. This is so that the caller can reach the appropriate agent and utilize the “wait in the queue” option provided by the system.

A Cloud-Based Method

Interactions are hosted by call/contact center software that is cloud-based.

Instead of on-site infrastructure, this kind of system depends on the Internet. As a result, it is incredibly affordable and simple to set up.

You don’t need IT experts to get your system up and operating; it can be done in a matter of minutes. Using a cloud-based solution, often known as a virtual call center, enables agents to work remotely with ease.

Combination Call Center Services (Inbound and Outbound)

Customers call an incoming call center to have their questions answered. On the other side, an outbound call center makes cold calls to potential customers about their products.

In that sense, a mixed system incorporates both strategies simultaneously.

In order to give variety in the services provided, call center software that supports both types of operations should be set up.

Additionally, it offers a seamless experience for both the clientele and the company itself. Additionally, if your primary goal is to broadcast messages, such software permits pre-recorded outbound calling campaigns, which can be useful.

Reports and Analytics

Having access to pertinent analytics helps guarantee that call center or contact center employees work better.

These reports will provide you with a comprehensive insight into your clients, which will be helpful when working with them. Agents can deliver better services and increase customer satisfaction because of real-time interaction data and performance statistics.

Because of this, be careful to select call/contact center software that can produce thorough reports to provide you and your team with some useful insights.

Integrating Customer Relationship Management (CRM)

A built-in CRM system or the integration of your CRM with your contact center software offers excellent insights into the past of your clients. A customer success agent will be able to see previous questions and difficulties expressed by the customer as well as other pertinent information before even picking up the call.

This makes the process more efficient for everyone and adds a personal touch. The agent can quickly create new tickets using a ticketing system and enter them for viewing by other agents. When it comes to converting sales or winning back lost clients, such a technique can be highly helpful.

Live Coach for Calls (Whisper Coaching)

Whisper coaching can be extremely helpful while a customer success agent is still in the learning process.

A coach might join the trainee’s call and walk them through the process of handling client complaints. Both parties will be able to communicate without the caller or client hearing them, thanks to this function. Not only for training but also for mentoring and supervision, this can be useful.

You now have it. Just now, we went over six of the most crucial components of call center software.

There are several possibilities available if you’re shopping for one. Your choice should ultimately be based on your company’s requirements, your desire to scale, your global operations, and your financial situation. However, increasing customer pleasure should continue to be the ultimate objective.


Amit Singh - Founder & CEO

Amit has over two decades of expertise in product development, team building and scaling, and leading software architecture and operations. Amit had firsthand experience with IT pain and frustration while running his prior business and was determined to solve it with ACMA. In developing solutions, he is steadfastly dedicated to establishing a culture based on diversity, inclusion, and ethics. He promotes critical thinking from all walks of life and viewpoints.

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