Must Have Features In An Omnichannel Contact Center Solution

By Author: mike hussain
Total Articles: 64
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Omnichannel contact center solutions are very popular nowadays, and why not? These solutions have been delivering exceptional customer services and helping call centers to increase their sales. Many call centers have already purchased the best omnichannel contact center software and the rest are looking for the right one. This makes it necessary to know some more details about this software.
In this article, I will share more details about key features that an omnichannel contact center solution must have. If you are looking for this software, then make sure your software has all these features. If you already have an omnichannel call center solution, then you need to check whether you have all these features or not. If you don’t have these features, then you must upgrade your software to get these features.
1. Unified communication channel support within the platform
It is an obvious feature, isn’t it? Still, it is necessary to mention it exclusively to make sure you get this one. All
• Video call
• Chat
• WhatsApp
• Social media (Facebook and Twitter)
2. Customer ...
... profiling
This is another must have feature in your omnichannel contact center solution. It is a unique feature, which creates a complete profile of the customer. In this profile, the call center solution will show all interactions between customers and agents with the following details:
• Date and time of interaction
• Mode of interaction
• Type of interaction
• Disposition or last sent message
As you use omnichannel communication, it is necessary to have customer profiling, so your agents can have a clear picture of the customer and his past interactions. This is one of the must have features to take true advantage of having an omnichannel contact center solution.
3. Standard features
When you start using an omnichannel contact center solution, it does not mean you will need the standard features any less. You will still require call center dialers to auto dial customer numbers and call routing rules to route calls of customers to the right agent. Make sure your omnichannel contact center software has all required standard features in it.
Some of the must have standard features are listed below:
• Auto dialer
• Manual dialer
• Advanced call routing rules
• Call script
• Live statistic
• Call controls
• Reports
• And more
4. Channel specific reports
All call center solutions provide some reports to their users, so they can take advantage of monitoring and improving key performance indicators. Along with these reports, you must make sure that your omnichannel contact center solution shows communication channel specific reports. It means if you are using Twitter, your contact center solution must have the reports that show all activities performed by agents on Twitter via the omnichannel contact center solution.
These features are must have in your omnichannel call center software if you really want to take full advantage of this powerful software.
Author Bio
Author works in a company that offers a hosted call center solution, an omnichannel contact center solution, etc. The company also offers services like VICIDial customization, call center CRM integration, call center WhatsApp integration, etc.