Must Have Features Of Contact Center Solution In 2022

By Author: Mike
Total Articles: 64
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Don’t leave any stone unturned by leveraging the full capacity of technologies. Every year, new features get introduced for all software and some traditional features keep dominating the performance of the software. To ensure you get all vital features in your software, it is necessary to look for a system that has all the required features.
In this article, I have tried to cover all must have features in a contact center solution in 2022.

1. Live statistics
This feature has been made available by multiple call center solution providers and it is a must have feature in your software. It gives your live data related to the performance of your software, hardware, and agents. It can help in taking some real time actions to boost KPIs (Key Performance Indicators).

2. Omnichannel communication support
The omnichannel contact center solution has become a household name in the call center software industry. Many businesses have started using this software. The interesting thing is that you don’t need to know is that you don’t need to change your software. You can simply integrate unified communication ...
... channels into the software with the help of custom integration. Your software must support the integration of third party APIs.

3. Reports and analytics
Even if you have live statistics to review and monitor, you will need more data to review the performance of different campaigns and agents. Reports and analytics reflecting your major KPIs are a must have feature in the contact center solution in 2022. It will help you define milestones and a better strategy to reach those success milestones.

4. IVR
It is a traditional feature and is still majorly used by contact centers. The traditional use of an IVR feature is to auto attend all incoming calls and welcome them with warm greetings. The smart IVR systems also help in adding client calls into the right call queue, so they can be connected to the right agent. The best call center software in 2022 also provides an outbound IVR feature, which can be used to run a post-call survey, collect feedback, and run similar campaigns.

5. Work from home support
Your call center solution must have features that can support work from home model. Some contact centers have shifted their software to the cloud to get remote access to the cloud contact center solution. Whether you use cloud contact center software or not, you will need better features that are exclusively provided to enable team work from home with the same productivity. Ring group and work from home add-on are the major features available in the top call center solutions in 2022 and they are a must have, too.

6. Advanced call routing features and auto dialers
The contact center solution must have major call distribution features and auto dialers to support inbound and outbound campaigns respectively. Your software must have the most advanced features to help you gain higher productivity and ROI.

These are the must have features in your contact center solution in 2022. Your software should also have standard call center software features.

For more information visit https://www.elisiontec.com/contact-center-solution