Which Are Must Have Call Center Automation Features?

By Author: Mike
Total Articles: 58
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Traditionally, call center solutions were just an auto dialer to make outbound calls. Consequently, the best call center software providers invented amazing features using call center technology and kept adding them to this software for call centers. Due to amazing features invented and added to the top call center solutions, more and more companies have started using the contact center software for customer care, sales, collection, and other campaigns.

To meet the increasing demand of this software, the call center solution providers invented some more features. Call center automation has become the revolutionary feature invented for users of this platform. In 2022, there are multiple automation features available for contact center solution users.

Let’s explore the top 3 must have call center automation features in your call center solution.

1. AI voice analysis for call center software
Artificial Intelligence (AI) has paved its way in all industry verticals and contact center solutions are not left behind. The top call center software providers have built a feature rich AI driven voice analysis ...
... tool that can be integrated within the contact center solution.

This AI voice analysis tool can analyze all calls without a miss and test them for different performance criteria such as:
•Opening and closing of the call
•Silence or verbose conversations
•Customer sentiments and emotions
•Usage of words
•And more

The AI voice analysis for contact center solutions helps in automating call quality assurance, which is the major job in customer care centers. It also ensures thorough quality assurance instead of the random process used by supervisors.

2. Self serving IVR
An Interactive Voice Response (IVR) system in a call center solution can be used to automatically answer the common questions of customers. The IVR system can also be used to help customers take some autonomous actions such as paying bills, retrieving ticket status, and more.
The self serving IVR system removes agent intervention and therefore helps in:
•Reducing call waiting time and call queue
•Improving customer satisfaction
•Boosting agent productivity and performance

3. SMS and voice broadcasting
Another amazing call center automation feature is broadcasting. You can use either SMS or voice broadcasting features available in the best call center solution. This call center automation technology can be used to save the time of agents in having a formal call to convey an update, alert, or notification. Voice and SMS broadcasting features can also be used to collect customer feedback or to run an automated survey.

These are the top three must have features in your contact center software to take advantage of the best call center automation technology. Automation in a contact center or business helps in leveraging the following advantages:

•Improved customer satisfaction (CSAT) rate
•Improved agent productivity
•Eliminated human errors
•Increased efficiency and accuracy
•Reduced expenses
•Increased revenues
•Increased ROI (Returns over Investment)
•And more

In 2022, businesses need to adopt the top products that can help them optimize the usage of the workforce and other resources. Using the best call center automation features integrated into the call center solution can work as a boon for you.