Which contact center software should I choose? What features are mandatory for a contact center? What are they for? You’re probably asking yourself all these questions… But don’t worry! In this article, we have put together the top 8  features that all contact centers must have.

IVR

An interactive voice server (IVR) aims to optimise the management of a large volume of calls. Indeed, the IVR will interact with your customers during a call in order to put them in touch with the right person as quickly as possible. For example: “Type 1 for French … Type 2 for … Type 3 for …”. Thanks to the IVR, calls are 100% answered. To do this, you will need to configure a set of scenarios and redirections that make up your IVR.

CRM integration

It is imperative to complete your solution by integrating your CRM (Salesforce, Zoho, Odoo, etc.) or your business application. This will allow your teams to have a 360° view of your customers and prospects, no matter where they are in their customer journey.

Discreet listening

Discrete listening allows a call center manager to listen and assist an agent during a phone call without the caller knowing. It is an excellent way to train and support new agents. Indeed, studies show that contact centers in France suffer a 25% turnover. It is therefore essential to invest in excellent training tools. In addition, this tool will be useful for managing disputes, quality, etc.

Reporting

In order to effectively manage your customer relations and contact center, you need to analyse your results, get better results by improving your service with our reporting tool. This way, you will have a complete view of all the advanced statistics on your activity with all the KPIs to follow. You can of course filter the data by users and create your own reports. You will have better management of your activity, of the evolution of your agents’ performances, etc.

Call recording

Do you want to support your agents and guarantee the quality of your calls? This call software feature is a real asset! Indeed, keeping a history of your customer exchanges can be very valuable for the management of your call center. It is a training, management and legal tool.

ACD

Automatic Call Distributor (ACD) allows you to automatically direct incoming calls to the most appropriate department and agent in order to best satisfy requests. This feature is powerful because it relies on the expertise of each of your agents. Your customers will be more satisfied!

Dialer

A Dialer is a call center feature that automatically initiates calls from a predefined list of telephone numbers. This feature significantly improves agent productivity. At Nixxis, the dialer can initiate calls using up to 10 dialling modes (Preview, Progressive, Predictive, Reverse IVR, etc.)

Chat one-to-one

At Nixxis, we realised that whispering during calls can be disturbing and therefore stressful for the agent. That’s why we set up a one-to-one chat! This is a chat where the supervisor can accompany the agent instantly during his calls.

Nixxis is your partner of choice to improve your customer relations. Do not hesitate to ask for a demonstration of our omnichannel solution.

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