In order to improve call volume management, Call center software integrates feature that optimize call flows, assist customers better and faster, and automate business processes.

There are three main types of call center software:

• Inbound Call centers receive calls from potential or existing customers. Most often, they handle customer service and support, make product recommendations, take orders, and schedule appointments.
• Outbound Call centers make outgoing sales calls, surveys, fundraising calls, or even raise awareness for political campaigns. 
• Blended Call centers handle inbound/outbound calls for all of the above reasons as well as additional business processes.

A contact Centre is an omnichannel organization, meaning agents can connect with clients via voice calls, website chats, SMS, emails, or social media. But, in call center solutions, voice calls are used for communication.

Cloud-based call center software typically provides multi-channel communication, like voice and SMS, or voice and video calls, yet it is still commonly referred to as “call center software” due to its focus on business telephones. Furthermore, cloud call center software often integrates with third-party software to provide additional communication channels.

1. Interactive Voice Response (IVR) 

Customers interact with Interactive Voice Response (IVR) via touch-tone or speech to access prerecorded menu options. It provides information about the reason for the call and helps the customer connect with the right department/agent. Bill payments and checking/updating account information can be automated via IVR. As with IVR menus, agents can also use “warm transfers” to prepare for customer calls. 

2. Automated Call Distribution and Call Routing

Automatic Call Distribution (ACD) approach automatically routes calls according to predefined rules. By eliminating the need for manual call transfers, ACD is often associated with IVR. Ideally, calls should be routed so that agents are not overburdened with calls, and the first call resolution rate is increased.

Routing strategies for calls include:

• List-Based Routing
• Round-Robin Routing
• Skills-Based Routing
• Simultaneous Ringing

3. Integrated CRM

In CRM integration, users are able to connect third-party CRM tools to their call center software, removing the need for agents to switch between different apps. Using Computer Telephony Integration (CTI), agents can view caller/customer information from their CRM system. 

Having this information helps the agent prepare for the call and prevents callers from repeating themselves.

4. Automatic callbacks

Automated callbacks limit the length of time callers must wait on hold, therefore increasing customer satisfaction. Callers can schedule a callback time and date based on their preference so an agent can reach out to them.

5. Automated dialers 

Using Automated dialing mode prevents time lost between making calls through manual dialing and improves lead list penetration.

Most call center solutions offer the following dialing modes:

• Power Dialer
• Progressive Dialer
• Predictive Dialer
• Preview Dialer

6. Call Queueing 

The call queueing feature allows multiple callers to wait on hold until a live agent is available to assist them.

In order to provide customers with accurate wait times, it’s important to update them on their place in the queue. There are many types of call queues, such as sequential, VIP-based, need-based, etc. 

7. Call Recording

A call recording system records call between agents and customers automatically or on demand. These recordings are subsequently stored in the cloud, where supervisors and agents can review them to evaluate customer service standards. Providers often offer transcription services for call recordings.

8. Analytics and Reporting

With real-time and historical analytics, call centers can gain insight into their activity and efficiency. It is possible to customize reports completely or admins can choose from pre-made templates. Both individual agents and entire departments can receive analytics and reports automatically at preset intervals.

The following are key call center metrics:

• Resolution rates for first calls
• Talk time and handle time averages
• Duration of a hold
• Voicemail message percentage
• Response time
• Per-call cost
• Rating of customer satisfaction

9. Monitoring of Calls 

Monitoring a live call allows another party to listen in. Often, it is used to monitor individual agent performance, provide better training to new agents, and better understand the needs of customers. 

Through call whisper, call monitoring can also provide call coaching. An agent can hear what a manager is saying and provide real-time advice or answers.

10. Using Omnichannel Routing 

An Omnichannel routing system automatically syncs customer-agent interactions across all channels. It’s possible to continue a customer interaction right where it left off if multiple communication channels are used throughout.

11. Caller ID

Caller ID displays the name and contact information of an inbound caller, allowing agents to better prioritize their calls and prepare for customer service interactions.

Good call center software will also offer strong security, Service Level Agreements, and guaranteed uptimes in addition to the above features.

Security 

A provider cannot guarantee against all security breaches and data hacks, but the right security standards can reduce their likelihood.

Software security standards for call centers should include:

• The two-factor authentication (2FA) process
• An end-to-end encryption system
• Compliance with GDPR, PCI, and HIPAA
• AES, SRTP, and TLS encryption
• Audits of security by third parties regularly
• Compliance with third-party security certifications such as ISO-27001 and SOC2

SLA (Service Level Agreement)

An SLA is a contract between the service provider and the customer that outlines what is expected of both parties in terms of service and guarantees.

In the SLA, the following information is commonly included:

• Availability guaranteed
• Customer-friendly features
• Non-compliance with SLA guarantees can result in penalties
• Compliance and security details
• Costs, billing details, and contract length

Penalty-exempt exclusions for providers

In a service level agreement (SLA), uptime refers to the amount of time the call center software is functioning and able to perform the services outlined. This indicates how much downtime you could experience without incurring a penalty from the provider.

Providers who cannot guarantee over 99% uptime should be avoided at all costs.

The provider ensures their system stays up and running over 99% of the time through high network reliability.

A provider with multiple data centers is a good indicator of network redundancy. It ensures that even if one server goes down, others can still provide service.