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.
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.
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.
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.
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.