In the intricate dance of technology and consumer expectations, the right call centre software features can make all the difference in delivering exceptional service.

However, navigating the maze of options may lead to settling for call centre solutions that fall short. 

Whether you run a call centre business or an in-house call centre, don’t worry, we’ve got you covered.

In this blog, we’ll share 7 essential features to look for when choosing a call and contact centre software for your business.

Let’s dive in!

1. Interactive voice response (IVR)

IVR is an automated response technology that interacts with your customers and gathers information. 

You know that voice that says, “Press 1 for customer support, press 2 for tech support”? That’s IVR at work.

This process occurs via dual-tone multifrequency signals (DTMF).

IVR is in motion when your customers hit a number on their keypad while on a call with you. 

It is a prerequisite for enhanced customer service. Also, using and setting up an IVR call flow will help your business reduce costs.

Ensure you look for a call and contact software that has IVR. It helps your support team to handle and receive many calls. 

2. A cloud-based approach

A cloud-based call and contact centre software hosts interactions in the cloud.

This cloud call centre feature will help you push your business to a virtual space.

No, not that cloud in the sky. This cloud is more of a tech space on a server somewhere. 

Cloud contact centre software relies on the internet rather than infrastructure. 

The cloud-based approach makes customer support cost-effective and easy to set up. Your system can run within minutes without needing an IT team. 

Using a cloud-based system allows your team and agents to work remotely. 

3. Blended solutions (inbound and outbound)

The inbound call centre receives calls from customers to clarify their queries. Outbound call centre calls potential customers to inform them about your products.

In that regard, a blended system entails both approaches.

Use software that allows both types of operations to take place in your business.

It also provides a smooth experience for your customers and team. Enabling them to play pre-recorded outbound calling campaigns and save time.

4. Detailed analytics and reporting

You need a call and contact centre software with access to relevant analytics. 

With this, you can ensure improved team and business performance.

Detailed analytics and reports will help you gain an understanding of customers. Also, using interaction data, your team and agents can upskill themselves.

So when you choose the software, ensure it can generate detailed reports. 

5. Customer relationship management (CRM) Integration

An in-built CRM into your software provides insights into your customers’ history. 

Before even picking up the call, your team would clearly understand the customer’s history.

Not only does this feature add a personal touch, but it also streamlines the process for your team. 

Your team can create new tickets and seamlessly collaborate through a ticketing system.

Such strategies can be useful when converting sales or returning lost customers. 

6. Social media integration

Social media is a futuristic feature of a contact centre that enhances customer service.

Integrating social media into your software ensures faster response and resolution for customers.

A lot of customers turn to social media before calling your service line. So, look for a call centre software with social media integration.

Integrating social media helps access CRM data, which can enhance your services. 

7. Live call coach (whisper coaching)

In a situation where a new agent is still in training, whisper coaching can save the day.

Wondering what is whisper coaching?

It means a coach can get on the call with your trainee and guide them through the process. 

Using this, both can interact without your customer and provide stellar service. 

This contact centre feature can come in handy for training and mentoring.

Are you ready to choose the most viable call/contact centre software for your business?

We’ve laid out 7 best call centre features that you should consider before buying one for your business.

Here is a quick recap:

• Interactive Voice Response (IVR)
• A cloud-based approach
• Blended solutions (Inbound and Outbound)
• Detailed analytics and reporting
• Customer relationship management (CRM) integration
• Social media integration
• Live call coach (whisper coaching)

Ensure you select a call and contact centre software that offers all these features.

Ultimately, your final decision should depend on the business needs, scale, nature of your business (global or local), and budget.

An excellent addition to your business is TelebuHub. This premium call and contact centre software makes communicating with customers easier. If yours is a large organization, check out the best call centre solutions or enterprises.

As with any call and contact centre software, the goal is boosting customer satisfaction.
Here’s how TelebuHub can help you achieve that:

• IVR Studio (design your call flow) 
• Outbound and inbound calling campaigns 
• Call history/recordings (live calls) 
• CRM and ticket management system
• Agent scorecards 
• Social media integration
• Real-time analytics & reporting
• Customisable according to your needs
• 100% secure and reliable and meets tech standards and safety globally
• 24/7 customer support 

Enhance customer support with TelebuHub contact centre software’s features

TelebuHub is an all-in-one call and contact centre software that offers a wide range of features. 

Hub also offers customisation, which means you can design it how you want. 

With no steep learning curve, your agents can use TelebuHub from day one.

Sign up on TelebuHub to join the “hub of seamless customer communication”. 

Or book a demo to experience how TelebuHub’s features could grow your business.