5 Must-Have Features in a VoIP System for Winning Contact Center Strategy

Are you experiencing fluctuating call volumes or having to wait longer⏳ to receive calls in your call center? Then, Don’t worry; the VoIP system is the perfect solution for solving the issues and problems you are facing in your contact center.

Since contact or call center agents🧑‍💻 frequently need to communicate with customers, a VoIP system must have advanced features to grow the contact center and win the strategy. The VoIP system features are based on factors such as caller identity, agent skills, and IVR solutions.

This blog provides information about the importance of VoIP systems in the call center and its must-have features for winning the contact center strategy.

What is a VoIP System?

A VoIP system is a process of employing VoIP technology or a device to make and receive calls over the Internet rather than traditional telephone lines. This process allows for flexible communication, leveraging internet infrastructure rather than a telecommunication network.

You might wonder how a VoIP system might work in the contact center. We will give you a short overview. When a customer dials the call center, the call is routed to an available agent based on the agent’s skill set, availability, etc. Then, the agent uses a VoIP phone installed on their computer to connect to the VoIP system.

The VoIP system is integrated with contact center software and is mainly associated with call recording, CRM systems, call logs, etc. VoIP systems have advanced features for improving contact centers, which we will discuss later.

What are the Importance of VoIP Systems in Modern Contact Centers?

Integration with Multi-Channel Communication

Multi-channel communication means communicating with customers, clients, managers, and agents through multiple communication channels. Integrating VoIP systems with multi-channel communication ensures customer satisfaction, enhances accessibility, and builds stronger relationships to meet diverse needs and preferences.

Monitor Performance and Track Key Metrics

Performance Monitoring and Tracking Key Metrics are essential functions in VoIP systems for contact centers. They can track wait time, average handle time, and agent availability. Supervisors mainly perform these actions to monitor agents’ call performance.

Integration with CRM System

Integrating CRM (Customer Relationship Management) platforms with VoIP systems helps to enhance customer experience, anticipate customer needs, and provide personalized and efficient service. Integrating VoIP and CRM together helps ensure data synchronization and enables intelligent call routing based on customer data and preferences.

Capability of Working Remotely

VoIP systems allow agents to work from anywhere but require an internet connection. Huddle Rooms is a perfect example of a modern contact center. Working remotely helps contact centers onboard new agents quickly and expand to new geographical areas without needing physical space. Agents can continue to serve customers even during natural disasters or pandemics.

Cost-Saving

VoIP systems utilize the Internet for voice communication, which is cheaper than traditional phone communication services. They enable remote work capabilities, which allows the contact center to employ remote agents who can work from home or any suitable remote location. Thus, they reduce office expenses and overhead costs related to rent and other office supplies.

5 Must-Have Features in a VoIP System

1. IVR (Interactive Voice Response) 

IVR, or Interactive Voice Response, is a must-have feature in a VoIP system. It allows contact center customers to interact with computerized menus through automated voice or keypad inputs, and it is a good VoIP solution for better and enhanced customer service.

IVR provides 24/7 availability support, and it is helpful for call center customers or contact center businesses to route urgent calls to voicemail or to on-call agents. It also helps manage a high volume of calls with various options, such as waiting in the call queue, requesting a callback, and accessing self-service options.

2. ACD (Automatic Call Distribution)

ACD, or Automatic Call Distribution, is another essential feature in a VoIP system that routes incoming calls to the most appropriate call center agent or department based on skill, level, priority, and availability for an efficient call-handling process. It helps to distribute the calls among the contact center agents for a balanced workload. 

ACDs are standard features in many contact centers. They handle and direct many inbound calls and provide essential insights for comprehensive reporting and analytics capabilities to check call traffic and agent performance.

3. Call Listening

Call Listening is an important feature in a VoIP system, mainly for contact centers. The call monitoring feature under the call listening category enables supervisors and managers to listen to the live call without the call center customers and contact center agents being aware.

Key Performance Indicators (KPIs) such as Call Abandonment Rate, First Call Resolution Rate, and Customer Satisfaction Score (CSAT) can help identify trends and make data-driven decisions to improve service quality and win contact center strategy.

4. Call Transfer

Call Transfer is an essential feature that allows call center agents to transfer ongoing calls to another contact center agent, department, supervisor, etc. This feature is necessary whenever the agent is confused about the customer’s inquiry or whether it requires specialized assistance.

‘This feature enhances the customer experience by facilitating smooth and quick agent transfers. It reduces frustration levels and wait times for the callers or customers. Proper Agent Collaboration among the team would mean the customers receive timely and accurate support to win the contact center strategy.

5. Call Coaching

Call Coaching is essential for contact centers or customer service departments. Contact Center Supervisors and managers can provide guidance and feedback during call center agents’ and customers’ live calls, helping agents develop and utilize their skills and knowledge.

It is a must-have feature that helps drive continuous performance improvement within the contact center. This feature enables supervisors to provide real-time guidance, facilitate ongoing agent training and development, and help to win the contact center strategies.

Conclusion

Every business, call, or contact center must have the above VoIP features to sustain for an extended period. To win the contact center strategy, the agents must be given proper training and access to integration with CRM platforms.

With the features of a VoIP system, businesses can create an efficient contact center environment, prioritizing customer satisfaction and optimizing operational performance. Additional features in a VoIP system include multichannel support, security and compliance, scalability and flexibility, quality of service management, etc.

If you want to choose the best VoIP system for a winning contact center strategy, KrispCall is the best option. You can book a free demo to see whether your enterprise meets the requirements.

FAQs

How does CRM integration enhance agent productivity and customer satisfaction?

CRM Integration improves agent productivity and customer satisfaction by providing agents immediate access to customer profiles, including purchase history, contact information, etc. 

Why is multichannel support important for delivering exceptional customer experiences?

Multichannel support is essential for providing outstanding customer experiences because it allows customers to interact with businesses through communication channels like messaging apps, social media, voice calls, emails, chats, etc.

What are the challenges of VoIP systems in a contact center?

The challenges of VoIP systems in a contact center are as follows:

• Issues in Quality Of Service
• Security and Privacy Concerns
• Power and Internet Outage
• Issues in Compatibility and Integration with Older Devices.

Arun Chaudhary

Arun is SEO Analyst at KrispCall. He has written in extensively in the field of cloud telephony and call center solutions.