Call center software and PBX (Private Branch Exchange) software are two different platforms. Many businesses use both of these software separately. However, the best call center software offers features of private branch exchange solutions, also known as a business phone system and class 5 Softswitch software.
If you select a contact center software, that possesses all the required features of the class 5 switch, you will not need to buy a separate solution.
Top PBX Features to Consider When Choosing Call Center Software
1. IVR
The cloud IVR system automatically attends the calls to remove the need for receptionists. The top contact center software has the best IVR system integrated into the platform. It can also be used for internal communication with extensions.
2. Call mute and un-mute
Any customer or colleague call may need to be put on mute while an agent discusses certain points with a supervisor or another agent. It is also required when the agent doesn’t want the customer to listen to the background noise. It is an important feature that both telecom platforms must have.
3. Call hold and pickup
If the agent is likely to take time to retrieve the required information, it is necessary to put a call on hold while the cloud call center software plays music on hold (MOH). It keeps the customer engaged while the agent looks for the required information. The call needs to be attended to once the required information is gathered.
4. Call transfer
The best call center software offers blind call transfer and attended call transfer and both of these are important features to have. It helps agents to transfer calls to the right agent by following a predefined standard.
5. Ring group
It is another important feature, which is not available in all call center software. However, you must have this PBX feature in your software. It will ring the line of all agents until one of them picks up the call. It is an important feature, especially if you are operating in a remote environment.
6. Reports
All businesses measure some key performance indicators (KPIs). All important KPIs must be there in the reports. Both private branch exchange and contact center software provide reports and you must look for the following reports in your call center dialer software:
Customer satisfaction
Agent performance
Resource utilization
7. DND support
Calling a customer who has already subscribed to the DND (Do Not Disturb) service can defame your business brand. Usually, when you use an auto call center dialer of the best call center software, you are likely to call all numbers until you use the DND support feature. Thus, look for the DND support feature.
Epilogue
Remember, standard features of a business phone solution aka PBX are necessary for consolidated collaboration and business relationship management with associates. Thus, you must look for the must-have features of a private branch exchange solution in your call center software.
Are you looking for a reliable omnichannel call center system that offers all the features of a private branch exchange platform?
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