- Contact Centers/Customer Interaction Centers/Customer Care Centers/Customer Database.
- Customer Call Register.
- Run Statistics On Calls To Track Customer Service Representation Performance.
- Categorizing By Call Type.
- Time-To-Resolution.
- Escalation Percentage.
- Average Call Duration.
- Provide Forecasting of Call Volumes to Ensure Adequate Call Center Staffing.
- Shortening Problem-Resolution Times and Reducing Costs.
- Complaint/Problem Log Record.
- Computer Telephony Integration (CTI) features.
- "Help Desk" will be segregated based on the location of the company's Regional Offices, Staff Expertise or Product Specialization, Various Escalation Levels for Trouble Tickets.
- Call Routing Enabled (Automation Call Distribution.
- Interactive Voice Response (IVR) systems Provide Round-the-Clock Routing Based on customer's response to questions typed on the telephone keypad.
- Automated Speech Recognition Features.
- Various Mode of Interaction like Telephone, E-mail, Fax, Hand-held Device.
- Support communication technology like WAP, GPRS, SMS.
- Online/Real-Time Customer Profile (Database) Query and Update.
- Call Scripting (Ability to differentiate treatment of different customers based on their value).