Your contact center is the lifeblood of your organization. This department is responsible for acquiring new customers, and keeping existing ones satisfied and coming back for more.
Despite this, your contact center is currently using an outdated, inefficient and expensive communications system that is doing more harm than good.
To solve this problem, you need to upgrade to a full-featured contact center platform offering several amenities including call routing and management, real-time monitoring and reporting and more—right from a user friendly, web-based console.
Here are five features that the ideal contact center solution will have:
1. Highly Scalable
Scalability can be very difficult — and expensive — without the right infrastructure. A contact center that runs in the cloud allows businesses to easily scale from hundreds to thousands of users at a moment’s notice. Adding and administering agents and queues is a simple and intuitive process.
2. Advanced Analytics
Advanced analytics tools offer real-time customizable displays and historical reports. “Snapshot” features deliver critical metrics over the user display panel.
3. Easy Queue Monitoring
It’s impossible to respond to fluctuating call volumes when you have limited visibility into your call queue. An embedded browser-based Multi-Q Monitor allows managers to create multiple queue views. This handy feature can also showcase metrics like caller ID, call length times, and more.
4. Multiple Failover Options
The best contact center solutions come with up to nine levels of failover, so that different conditions can be established for incoming calls. With built-in failover protection, managers can rest assured knowing that incoming calls will always be answered.
5. Caller ID Routing
Not all customers will require the same level of care in the contact center. Some callers need virtually no hand-holding, and may even prefer self service, while others need to be treated like royalty. Top-of-the-line contact center solutions make it easy to cater to customers of all types with caller ID routing, which can automatically transmit incoming calls to certain extensions or groups. This is very important for maintaining donor relations.