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    Call Center Software Requirement FINAL

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    rony.twelve01

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    Call Center Software Requirement FINAL

    Uploaded by

    rony.twelve01
    16 views3 pages

    Copyright

    © © All Rights Reserved

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    PPTX, PDF, TXT or read online from Scribd

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    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    16 views3 pages

    Call Center Software Requirement FINAL

    Uploaded by

    rony.twelve01

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    of 3

    Call center software requirement

    1-Telephony Integration: The software needs to integrate with telephony systems to handle inbound and outbound calls efficiently.
    This may involve support for dialer, digital, or Voice over Internet Protocol (VoIP) connections. Easy Access from Anywhere.

    2-Automatic Call Distribution (ACD): ACD functionality routes incoming calls to the most appropriate agent based on factors such
    as skill level, availability, and priority. Auto Dialing Modes for Different Campaig.
    3-Call recording :Contact center managers and team leaders can access a database of recorded phone calls and screen activity,
    relating to a precise time, date, and agent. it allows business teams to see how certain scripts are being received. (Call record
    download option in mp3 format.
    4-Interactive Voice Response (IVR): IVR systems allow callers to interact with a computerized voice system to route their call or
    gather information before speaking with an agent. Easy key assign option for IVR recordings.
    5-Call Forwarding and Call Transfer confrernce:
    - Transfer: A feature that enables you to transfer a live conversation from one party to another.
    - Forwarding:feature in a telephone system that allows you forward your incoming calls to another number or voicemail. As it diverts the calls from one
    number to another, it’s also known as call diverting.
    - conference:: a telephone call by which a caller can speak with several people at the same time. (Phone & Inter Agent)
    6- Auto Dialing Modes for Different Campaigns :An auto dialer is an outbound call center solution that automatically dials customer telephone
    numbers. It needs to expedite the calling process and increase agent efficiency.
    7-Integration with CRM and Other Systems: Integration with Customer Relationship Management (Customer Support) systems allows agents to
    access customer data and history during calls & recordings. Integration with other operation of messaging & email platform (Example: Idesk, I Help
    BD). (Tag & Ticket)

    8-Multi-channel Support: Support for handling customer inquiries across various channels such as phone calls, emails, web chats, and social media.

    9-Call Monitoring and Reporting: Monitoring capabilities to track call metrics in real-time, including call volume, connect rates, agent productivity,
    and campaign performance. Robust reporting tools to generate detailed analytics and insights for performance evaluation and optimization.
    10- Custom Music for Different Campaigns:The system allows customers to listen to different types of music/voice record in
    different campaigns.

    11- Scalability and Flexibility: Scalable architecture to accommodate fluctuations in call volume and the number of agents.
    Flexibility to add or remove features, customize workflows, and adapt to changing business needs. (Distribution of calls to all
    agents)

    12-Security and Data Protection: Implementation of security measures to protect sensitive customer data and ensure
    compliance with data protection regulations, including encryption, access controls, and data retention policies.

    13-Creat ticketing system- Ticketing software with customer support ticketing system & management that help us resolving
    customer queries and easy to track.

    14. Response Time Tracker:

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