#Time doctor features software#

It’s also useful for keeping agents informed about essential updates without affecting their current work. They also help sales agents screen calls to identify customers who need immediate help and prioritize them. Enabling desktop notifications will help them cut through data clutter by providing helpful information at the right time.ĭesktop notifications provide both a visual and audio alert of an inbound call. In a call center, agents handle a high volume of calls. This feature also ensures that you can have centralized control over all your business communications. You can also monitor your phone, fax, voice mail, hourly call volume, and agent performance. With CTI technology, you can access all your telephone services via a computer. It connects the functions of your phone system or Private Branch Exchange (PBX system or business phone system) with that of your computer.

#Time doctor features software#

The best call center software has a fully integrated computer telephony integration (CTI.) It also helps to bring about improvements in the process by understanding the gaps. Most call center software supports phone call recording features to help train agents, improve their productivity, and enhance customer satisfaction.Īdditionally, screen recordingcan provide greater insight into what the agent experienced and their actions while assisting the customer calls. The automatic call distributor will ensure skills-based routing, i.e., the most suitable agent takes the call.īonus: check out the 8 best contact center software available today. Based on the customer’s request, ACD carries out intelligent routing to connect the customer to the right agent or place it in the call queue.Ī call center software ACD program will consider the caller’s ID, available agent, and knowledge to determine which representative handles a call.ĪCD routing will help reduce callers’ frustration when they cannot speak to a representative who has enough knowledge or ability to help out. Automatic Call Distribution (ACD)Īn automatic call distribution system kicks in when a caller chooses a preferred option from the IVR menu. It’s also intuitive and straightforward for a customer, thereby encouraging self-service. One of the benefits of an interactive voice response or IVR system is that you won’t have to connect calls manually. Interactive voice response is a set of electronic telephony systems that help customers input the nature of their inquiry without any agent intervention.ĭepending on how you set up the system, callers can listen to a recorded voice memo or navigate various options by pressing the right buttons. Here are 28 useful call center software features to help you decide what you need: 1. You should then select software from a credible service provider that can offer you the most value for your money. 28 Must-Have Call Center Software Featuresīefore choosing a call center software, make sure you assess your business requirements. Customer Relationship Management Integrations.28 Must-Have Call Center Software Features.(Click on a link below to jump to a specific section)

In this article, we’ll look at a comprehensive list of 28 useful call center software features and how they can improve your organization’s efficiency. If your business has to take high daily call volumes, call center software features can help you streamline and automate your processes.īut what features should you look for in a call center software? They can help measure your agents’ performance and even tell when a lead is interested in your company. Modern call center software features go beyond just helping you make and receive calls.