What features should you look for in contact center automation software?

2 Omnichannel integration

Another feature that you should look for in contact center automation software is the ability to integrate with multiple channels of communication, such as phone, email, web, social media, SMS, and messaging apps. This way, you can provide a seamless and consistent customer experience across all touchpoints, and avoid having to switch between different platforms and systems. Omnichannel integration can also help you collect and analyze data from different sources, and use it to create a unified customer profile, segment your audience, and personalize your interactions.

3 Workforce management

Workforce management is a feature that can help you optimize your contact center operations, by automating tasks such as scheduling, forecasting, staffing, performance monitoring, and quality assurance. Workforce management can help you align your resources with your demand, ensure that you have the right number and skills of agents available at any given time, and improve your efficiency and service quality. Workforce management can also help you motivate and retain your agents, by providing them with feedback, coaching, recognition, and incentives.

4 Self-service options

Self-service options are features that can help you empower your customers to find answers and solutions on their own, without having to contact an agent. Self-service options can include interactive voice response (IVR), knowledge bases, FAQs, forums, videos, tutorials, and more. By offering self-service options, you can reduce your call volume, lower your costs, and increase your customer satisfaction and loyalty. Self-service options can also help you collect feedback and insights from your customers, and use them to improve your products and services.

5 Analytics and reporting

Analytics and reporting are features that can help you measure and improve your contact center performance, by providing you with data and insights on various aspects of your customer service, such as customer satisfaction, agent productivity, service quality, operational efficiency, and more. Analytics and reporting can help you identify your strengths and weaknesses, track your progress and goals, and make data-driven decisions to optimize your strategies and processes. Analytics and reporting can also help you discover new opportunities and trends, and anticipate and respond to your customers' needs and expectations.

6 Security and compliance

Security and compliance are features that can help you protect your contact center data and systems, and ensure that you follow the relevant laws and regulations that apply to your industry and location. Security and compliance can include features such as encryption, authentication, authorization, backup, recovery, audit, and more. By using security and compliance features, you can prevent data breaches, cyberattacks, fraud, and legal issues, and maintain your reputation and trust with your customers and partners.