Automatic Call Distribution (ACD) – ACD Call Center Software helps the inbound call centers by picking and choosing the most suitable agent for a particular caller based depending on their past complexity of problem, calling history, agent’s skill etc. This helps with customers to get the right service in proper time.
Interactive Voice Response (IVRS) – Automated Interactive Voice Response will help the callers to choose the the service they are looking for, including language selection option while being guided through various prerecorded voice prompts.
CRM Integration: Depending on the requirement, CRM can be customizable and can be integrated with the call center. Third party CRM’s like sales force etc can be integrated.
Call Recording : Call recording of all voice calls can be recorded and saved in the server.
Live Call Monitoring : Allows you to listen to the calls taking place in your call center. But with live monitoring, you can listen to these calls in real time .