VOIP or Voice over Internet Protocol has come a long way in bridging gaps in the communication sector and is still being utilized for major functions in interacting with others. Call centers usually utilize this VOIP-based calling software to tend to customers and clients. VOIP dialers are strong enough to handle client calls and even process them for further lead generation. Several essential jobs can be completed using VOIP dialers.
VOIP dialers can help in the automatic dialing of numbers without any mistakes. Clients and customers can easily be reached over the software and it keeps a record of all the details within the system.
Characteristics and Attributes of a VOIP call center software
A VOIP Call Center Software has several attributes to check that can help any call center to earn a lump sum amount. Some attributes are related to call recording and forwarding processes while others may be related to the audio-visual process. A few of the different characteristics of VOIP systems are stated below to check.
Interactive Voice Response or IVR function
Interactive Voice Response or IVR function can help in connecting the customers to the exact department or the agent of their choice. It uses an interactive system that can help to create a recorded voice response to assist customers with options and utilize the keys for the execution of the functions. This generally helps in avoiding extensive queue lines or waiting times for the customers. The calls get forwarded to the respective agents which helps in saving time and energy over the process of calling.
Recording and diverting calls
VOIP call center software from the Top VOIP Providers for Business can help in recording all incoming and outgoing calls according to the details and save them for later use. These details can be extracted using a CRM connected to the software where a manager can allot the different numbers to the respective agent for calling purposes. The recorded calls are then utilized by these call centers for training purposes in-house. Routing or diverting calls can also be done easily as they are processed using an algorithm for forwarding the calls to the proper agent without any disturbance. It also helps in saving time and allows multiple interactions with customers at the same time.
Automatic Call Distribution or ACD function
Automatic Call Distribution or ACD function is again essential for connecting the right customers to the right department in the organization. People tend to confuse a lot between IVR and ACD but eventually, both functions are different from each other. IVR is mainly utilized in providing the information from the customer while the ACD helps in noting the customer’s desired department and forwarding the call to the same.
In a Nutshell
VOIP call center software is really essential for organizations that have to manage loads of calls daily. Utilizing this software can generally help in avoiding unnecessary stress and even save a lot of time for accomplishing other jobs. The software makes the calling process smooth without the hindrance of any unwanted waiting times or dead ends in the calling business.