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All About Call Center Software: What Does It Do And Its Features
15 Jan 2020
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A call centre or contact center is a lot more than just hiring workers to operate as agents & providing them with telephones. In fact, in today's time, it has become very important for businesses to have a seamless call centre operation. This is where a contact center service comes into play. A call centre service enables you to easily monitor, track, manage and route phone calls to your clients to engage them.

However, if you deal with loads of calls on a regular basis, the features of a 'Contact Center Software' will bring in the best solution for you. This software, commonly known as "Customer Relationship Management (CRM) Software", is a tool that comes to your rescue when your business is flooded with client's requests.

What Does A Call Center Software Do?

A contact center software helps you to streamline your day-to-day call centre processes in order to get the best out of your team of call centre agents. This particular tool has been designed to assist the call centre team in a lot of ways. It synchronizes the process of tracking, managing and routing incoming & outgoing telephone calls along with routing calls to the most appropriate agent.

This software also facilitates call monitoring & recording services for the purpose of quality assurance. It provides scripts to the agents, which helps in improving productivity, customer service as well as boost the efficiency and provides improved reporting features for the management.

Here are the most common contact center software features:


Call centre software is nothing without telephony. In short, telephony is the telecommunications technology. It enables two or more people to communicate and is the heart of the call centre software. Most call centre software solutions offer their own telephony or let their customers bring their own.

Automatic Call Distributor (ACD)

ACD performs various essential functions, and it is considered as the backbone of a call centre. These distributors are basically a telephony system that routes incoming calls to the most appropriate agent within the contact centre. ACDs also acquire the usage data such as call volume, calls handled, call duration, wait time, etc. Moreover, they enable managers to engage in call monitoring, call conferencing, call barging and whisper coaching. Thus, ACDs are essential for any contact centre.

Interactive Voice Response (IVR)

An IVR is an extremely common & helpful contact center software feature. It is like a telephony menu system which identifies, segments and routes callers to the most appropriate department, agent, waiting for the queue or pre-recorded message. In a typical IVR scenario, a caller first hears the IVR greeting and is then asked to choose from the series of prompts. The callers are then routed to the most appropriate team member or waiting for queue on the basis of their selection. Thus, IVRs are great for contact centres that have unique teams or field different call types.

Skills-Based Routing

Skill-based functionality is crucial for any call centre that wants to optimize the service they provide to their callers. This Skills-based routing sends calls to the specific agents, departments or teams per the customized rules. It works like this:

      ·        Call centre managers assign the tags to their agents on the basis of their department, unique skill-set, area of expertise, language, demographics, location and any other meaningful construct;

    ·        Calls are then routed to the agents as per their assigned tags along with the phone number that the caller has dialled to reach the company, the caller's phone number, the caller's IVR selection and the caller's previous interactions with the company. This skills-based routing is an excellent way to ensure that callers are routed to the agent who is qualified enough to meet their needs.

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