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call centre, calling software

Software Requirements for Call Centres

By Susie Monyo

Keypad What software is ideal for the modern call centre?

The typical modern call centre is an intelligent software-based system. Here are some elements it includes:

  • VoIP Calling and SIP Support
  • Calling Features
  • Integration with Business Tools
  • Smart Interface
  • Call Recording
  • Flexibility and Scalability
  • Call Quality
  • Provisioning and Internal Support
  • Security and Encryption

VoIP Calling and SIP Support

VoIP makes calls much more affordable. It also comes with a lot of advantages and features that make communication richer and more efficient.

Calling Features

This includes automatic call distribution, interactive voice response (IVR), presence management, and instant messaging among others.

Integration with Business Tools

Any call centre software should easily plug into business tools like your CRM, PBX, help desk, marketing platform, e-commerce platform, servers, and Microsoft Outlook, to efficiently solve customer issues, and manage data.

Smart Interface

An intuitive interface is ideal to help customer service agents be resourceful when handling calls. Call recording, presence management, and collaboration should all be available on the same interface for best results. 

Cassette tape Call recording is important for call centres

Call Recording

Through call recording, customer service agents can analyze calls and extract useful data from them. This feature can also be used for training purposes. Consider a software that includes advanced call recording as a primary feature for your call centre.

Flexibility and Scalability

Adding one or several users, modules or features to your phone system, and upgrading to more powerful schemes should be seamless to facilitate the growth of your business.

Call Quality

A call centre’s VoIP phone system should have the best voice and video codecs to provide exceptional quality over minimum bandwidth.

Provisioning and Internal Support

A good call centre tool allows multiple-user provisioning and relevant, effective troubleshooting tools.

Security and Encryption

Handling confidential information and sensitive data often makes call centres targets for security attacks. Non-trivial security features like good encryption support are necessary.

Bria 5 is a great solution for call centres. Learn how you can turn your call centre into a VOIP call centre

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Susie Monyo

About Susie Monyo

Susie is currently the Social Media Specialist at CounterPath. She is an engaging storyteller who is passionate about working with innovative technologies. As a compelling content creator, she is always eager to learn and share information about the latest solutions. Susie manages all of CounterPath's social channels and always finds new ways to fuse pop culture and the world of technology.

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