{"id":463663,"date":"2024-08-06T08:03:40","date_gmt":"2024-08-06T08:03:40","guid":{"rendered":"https:\/\/exotel.com\/uae\/blog\/call-center-software-ten-features-that-give-you-edge-over-competitors\/"},"modified":"2024-08-06T08:03:40","modified_gmt":"2024-08-06T08:03:40","slug":"call-center-software-ten-features-that-give-you-edge-over-competitors","status":"publish","type":"blog","link":"https:\/\/exotel.com\/uae\/en\/blog\/call-center-software-ten-features-that-give-you-edge-over-competitors\/","title":{"rendered":"Call Center Software: Ten Features That Give You Edge Over Competitors"},"content":{"rendered":"\n

As per Hubspot, 69% of customers prefer telephone support over any other channel. Despite the rise of live chat, chatbots, self-service etc., customers prefer calling on phone support to get their questions answered or problems solved. On the other hand, a good phone support is critical to the success of any business — 95% of <\/span>respondents<\/span> rank customer service as a determining factor in their loyalty to the brand, and 61% say they’ll switch brands if they had a bad experience. (Source: Microsoft<\/a><\/span>)<\/span><\/p>\n

Whether you’re a traditional product\/service business or a new-age internet business, efficient phone support can be your competitive advantage. This blog post will show you how you can achieve that with robust call center software.<\/span><\/p>\n

What to look for in a call center software?<\/h2>\n

A good call center software<\/a> can dramatically improve efficiency, agent productivity, cost savings, training effectiveness and customer satisfaction. But, to realise these benefits, you need feature-packed software. Here’s what you should look out for:<\/span><\/p>\n

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1. IVR systems<\/h3>\n

Interactive voice response (IVR)<\/a> serves two essential purposes: Self-service and call routing. Through an IVR-based self-service menu, you can let customers get answers to standard questions such as balance in the bank account, the outstanding amount on the credit card, confirming appointments etc. This way, you can resolve a significant part of customer queries without involving an agent. For instance, Redbus saved Rs. 3 million by automating its ticket cancellation process with Exotel’s <\/span>IVR solution<\/span>. <\/span><\/p>\n

With an IVR-based call routing system, you can redirect customers to the right agent based on their response to a pre-recorded menu.<\/span><\/p>\n

2. Intelligent call routing<\/h3>\n

The IVR-based call routing is for specific customer preferences. For instance, if a customer chooses Hindi as their preferred language, the IVR routes their call to an agent who speaks Hindi. On the other hand, an intelligent Automatic Call Distributor (ACD)<\/a> feature automatically identifies the user based on predetermined conditions and routes them to the proper team. Exotel’s <\/span>ACD system<\/span> offers you different call routing options—sequential, equal, emergency, and preferred agent routing. <\/span><\/p>\n

3. CRM integration<\/h3>\n

When agents have better context about the customer, they can offer them personalised support. Integrating your call center software to your customer relationship management (CRM) software lets your agents to have all customer information like names, products\/services they use, previous interactions, open complaints etc. Exotel offers <\/span>easy one-click integration<\/span><\/a> with Zoho, HubSpot, Vtiger, Salesforce, and more. <\/span><\/p>\n

4. Call recording<\/h3>\n

Recording a call helps in training, compliance, complaint resolution and much more. A good call center software must automatically record both inbound and outbound calls, giving you the flexibility to choose which kind of calls you want to record. In addition, it must allow your agents to access, listen to and download these calls at any time.  Exotel stores all <\/span>call recordings<\/span> for six months from the day of the call.  <\/span><\/p>\n

5. Auto-dialing<\/h3>\n

The <\/span>autodialer<\/span><\/a> does what the name suggests—automatically dials phone numbers from a selected list of contacts and connects to an agent when the customer picks up. Auto-dialling saves time spent by agents in identifying and dialling numbers, waiting while the phone rings, or wasting time on unanswered calls. <\/span><\/p>\n

6. Remote readiness<\/h3>\n

Call center teams need the flexibility to work from anywhere—whether staff working from home or field teams working remotely. Therefore, your call center software needs to be remote-ready. It should:<\/span><\/p>\n