When choosing Contact Centre technology solutions for your business, it may be daunting to be faced with lots of acronyms and jargon. In reality, contact centre software is easy to understand when you concentrate on the outcomes and what the technology is actually enabling for customers. ipSCAPE has assisted small and large businesses from a variety of industries optimise their customer experience through contact centre technology.
This guide will help to de-mystify the jargon and reveal the 10 best contact centre software features that can transform your business:
- IVR (Integrated Voice Response)
The IVR is a call routing tool which intelligently directs customer queries when they call. The customer can either be connected to a call centre agent to resolve their query, or be directed to self-service options. This provides businesses with options for customer communications that can provide easily accessed notifications 24/7 information or more personalised engagement through agents.
- Skills Based Routing
The Skills based routing feature enhances the customer experience by routing customers to the agent who is best equipped to handle their enquiry. This improves First Call Resolution by helping to resolve their issue as quickly as possible, preferably during their first call.
- CRM Integration
CRM or Customer Relationship Management software is a platform used to store and manage customer information and communications. A CTI (computer telephony integration) adaptor enables businesses to make calls directly from their CRM, allowing agents to view customer information and make calls within a single interface. ipSCAPE integrates with Salesforce, Zendesk, ServiceNow and Microsoft Dynamics.
- Outbound Dialler
The Outbound dialler is used to efficiently connect with customers by automatically making phone calls, rather than agents dialling manually. A call is only connected to an agent if the customer answers the call, reducing the time spent waiting for calls to connect or spending time leaving voicemails. There are three different dialler types:
- Preview: call information is presented to the agent before the number is dialled. With CRM integration, this delay gives the agent time to view a client’s record before dialling.
- Progressive: numbers are only dialled when an agent is available to accept the call.
- Predictive: Intelligent algorithms forecast when agents will be available to accept a call, and dial numbers before the agent are actually available.
- Call Recording
Inbound and outbound calls can be recorded in either mono or full-stereo sound quality. Supervisors can either listen to recordings or monitor a live call for quality assurance and training purposes.
- Omnichannel Communications
Contact centre software is not exclusive to voice communications, but also refers to email, web chat and SMS. Omnichannel communications involves integration between multiple channels to create a seamless customer experience. This empowers customers to select their preferred platform, whether voice, email, web chat or SMS, or a blend. For example, a customer could engage with an agent on web chat, then seamlessly transition to a phone conversation if they would prefer.
- Maintain Position in Queue
When a customer calls but an agent is not available to take their call, a customer can choose to reserve their place in the call queue and receive a call back when an agent becomes available. This improves the customer experience by removing the usual time spent waiting on hold while agents are busy. This also increases agent efficiency as the system will automatically call back the customer when they reach the front of the queue.
- Play Announcement
During a customer call, audio files can be played automatically to guide or inform customers, enabling self-service. Play announcements can be built into IVR processes so that specific audio is played depending on the customer’s enquiry. Play announcements can help to meet compliance requirements by playing terms and conditions without the risk of human error, and increase efficiency by reducing agent involvement.
- ipSCAPE Pay
ipSCAPE pay allows customers to make payments securely over the phone in a PCI compliant manner. PCI (Payment Card Industry) compliance is critical for preventing security breaches and theft when taking payments. Agents can guide customers to type their payment details on their own phone without the agent hearing the dial tones. The payment details will appear encrypted to the agent to avoid the security risk of them handling sensitive data.
- Net Promoter Score
Net Promoter Score (NPS) is a valuable measuring and monitoring tool for evaluating customer satisfaction. An NPS survey can be given to a customer during a call, asking them to provide a rating from 1 to 10. If the score is less than satisfactory, the call can automatically be transferred to a supervisor to address the issue.
ipSCAPE is a cloud customer experience technology that powers the communication for contact centres, sales and customer support. ipSCAPE is a feature-rich, scalable, multichannel solution that offers advanced integration capabilities.