The solutions meant for the contact center are evolving very quickly. We all know how the contact center issues like poor
network, downtime, and other bottlenecks can affect the business. Fortunately, the emerging contact center technologies handle
all these chaos effectively. The ultimate goal is to have the customer feel better with the services provided. The modern
contact center solutions are apt enough to handle a large amount of customer issues quickly and effortlessly.
Key Contact Center Features
Automatic Call Distribution (ACD)
Wasting time and resources on call distribution? No, that’s no longer the case now! You have this amazing ACD solution that
intelligently route the call to the relevant agent within the call center eliminating all the mayhem in between. Needless to
say, this is one of the must have features that every contact center solution contains! It is capable of analyzing the data
usage especially regarding call volume, call duration, wait time, etc.
Interactive Voice Response (IVR)
IVR is another important feature that supports the contact center suitably. The IVR system is able to identify, segregate, and
route the calls to the right recipients in the waiting queue. It allows the business to provide round the clock service to the
customer. The IVR guides the caller through the right receivers and let their work done immediately.
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