SOFTWARE FEATURES
What call center software can do, explained
The features that decide which software you need, in plain English. Each page says how it works, what to check, and which apps list it.
Power dialer
Dials the next number the moment a rep is free.
Predictive dialer
Dials several numbers per free agent to maximise talk time.
Call recording
Records calls for training, disputes and compliance.
IVR and auto attendant
Phone menus that route callers before a person answers.
Call routing and queues
Sends each call to the right person or queue.
Voicemail drop
Leaves a pre-recorded voicemail in one click.
Local presence
Shows a local-looking caller ID to improve answer rates.
SMS and MMS
Business texting from the same number as your calls.
CRM integration
Click-to-call, screen pop and automatic call logging.
Call analytics and reporting
Dashboards and reports on volume, speed of answer and outcomes.
Call monitoring (listen, whisper, barge)
Supervisors can listen to calls, coach agents and step in.