What Features Are Available in Intelligent Call Center Software for Agents?

Posted by Ethan Jones on January 2nd, 2020

In any call center, one of the focus areas is improving the productivity of agents. And, why not? Increased agent productivity brings many more benefits to the call centers. This is the reason a majority of call center solutions offer more features to agents than a supervisor. Nowadays, most in-demand and advanced call center software solution is intelligent call center software. In this article, I will talk about the top 4 features available in the intelligent call center software for agents.

1. Soundboard Avatars

These are pre-recorded voice messages that are saved in the call center software. When a call is connected with the customer or prospect, an agent can play these messages with a single click. These messages are recorded in different languages by a native speaker. Thus, it helps in improving customer experience by answering him in his native language.

2. Remote agent support

Intelligent call center software offers an amazing range of features. And one of the best ones is remote agent. Unlike traditional call center solutions that are bound to use the system even if working remotely. An intelligent call center solution allows the use of the software as well as PSTN number based calling. It means agents can work from anywhere, any time.

3. Voicemail access

Intelligent call center software is the only call center solution of its type which gives the voicemail feature to agents. Agents can access these voicemails and take necessary actions such as calling back the customers.

4. Reports

Reports are important in any business. The managers review the performance of different campaigns by reviewing the reports and management can review the progress of the company. Generally, call center software solutions offer many reports. However, these reports are accessible to only supervisors and admin. On the other hand, the intelligent call center solution offers reports to supervisors and management, and at the same time, it also provides reports to agents. Based on the provider, there can be different reports available to agents such as:

•          Agent sessions report
•          Customer chat report
•          Missed call report
•          Callback report
•          Voicemail report
•          And more

Agents can review these reports to improve their performance.

5. Traditional Features in an advanced manner

Along with many advanced features, the intelligent call center software also offers all traditional features. The traditional features, however, are not as they are in traditional call center solutions. The intelligent call center solution developers enhance those features to deliver the best output and help agents perform better. Some of the most important and enhanced traditional features available in the intelligent call center software as listed below:

•          Chat
•          Blind call transfer
•          Attended call transfer
•          Call recording and playback
•          Conference call
•          Call hold and call retrieve
•          Call mute and un-mute
•          Call script
•          Predictive dialer
•          Auto dialer
•          Progressive dialer
•          Preview dialer
•          Manual dialer
•          Ring group
•          Sticky agent
•          Skill based call routing
•          Round robin call routing
•          Least talk time call routing
•          And more

These are the top 5 features or I can say, a group of features, which are available for agents. These features help agents in improving their performance.