Features
Top Performing Features
Warm transfer
Allows current agent to speak with new agent before call is transferred.
Category average: 9
Validate callers
Authenticates inbound callers with a customer ID.
Category average: 8.8
Call forwarding
Forwarding of calls to the appropriate agents.
Category average: 8.2
Click-to-call (CTC)
Allows one-click calling for agents.
Category average: 8.6
Contact Center Software
Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.
Validate callers
Authenticates inbound callers with a customer ID.
Category average: 8.8
Call forwarding
Forwarding of calls to the appropriate agents.
Category average: 8.2
Click-to-call (CTC)
Allows one-click calling for agents.
Category average: 8.6
Warm transfer
Allows current agent to speak with new agent before call is transferred.
Category average: 9
Call tracking
Enables agents and managers to see the origin of the call.
Category average: 8.7
Multichannel integration
Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media
Category average: 8.3
CRM software integration
Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.
Category average: 7.6
Workforce Optimization (WFO)
Tools that allow managers or team leaders to evaluate and track agent performance.
Recording
Record conversations to improve service quality by evaluating agent-customer interactions.
Category average: 9
Quality management
Ability to monitor conversation content, administer evaluations, establish policies etc..
Category average: 8.6
Call analytics
Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..
Category average: 8.3
Customer interaction analytics
The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.
Category average: 8.5