It is difficult to keep track of all the different features that different call center platforms have. Some features are “table stakes” for call centers and are available in almost every platform (things like voice calls and call recording). Other features are not available in every platform. This call center software feature guide is designed to help you understand the different features available in different calling platforms so that you can better evaluate platforms to see if they are a good fit for your business.
Call Center Software Feature
- Agent Screen Recording
- Agent Whisper
- Automated Quality Assurance (“AQA”)
- Call Center Wallboards
- Call Detail Record (CDR)
- Call Forwarding
- Call Monitoring and Barging
- Call Recording
- Call Tracking
- Call Transcription
- Click-to-Call (Agent)
- Click-to-Call (Customer Initiated)
- Cold Transfer
- Local Presence Dialing
- Quality Assurance Module
- Skills-Based Routing
- Warm Transfer
Ready to compare vendors?
See who sells this, side by side, in the CallCenterAdvisor directory.