Business & Finance

Cloud Call Center Software: 12 Must-Have Features

Cloud Call Center Software - 12 Must-Have Features

Why is it important to have the best call center software and technology? It’s simple: to boost communication and provide your agents with the right tools to do their job well. Here is a list of the top cloud-based call center software technologies every remote contact center should consider having as part of their communication system. But first, what is a cloud call center, and what can they accomplish?

What Is a Cloud-Based Call Center?

A virtual or cloud call center is a customer support center that is run virtually. It means that the center works through different remote offices and not from one physical location. Common names for this type of call center software include virtual call center, remote contact center, and cloud-based call center. Employees and agents use virtual, cloud-based call center software to carry out inbound and outbound calling. Cloud-based call centers offer:

  • Customer service
  • Technical support
  • Lead qualification
  • Sales and appointment setting calls
  • Lead generation services, and more

A cloud-based call center software lets your business optimize call management and even use advanced features to improve the quality of service you offer your customers. You can get such software from cloud phone service providers. All you need is an internet service and a cloud phone service. Then, you can use these features and tools to elevate the customer service experience your business offers.

What Are the Benefits of Cloud Call Center Software?

There are many benefits of moving your call center and customer service needs to the cloud by using cloud-based call center software:

  • Improved customer experience and customer service
  • Remote capabilities
  • Increased scalability and flexibility
  • Global coverage
  • Access to various advanced call management features and tools
  • Increased agent productivity
  • Greater business communication security
  • Reduced communication-related costs

12 Key Features of Cloud Call Center Software:

1. Interactive Voice Response (IVR System)

An IVR system is an absolute must-have at a cloud call center. These systems use automation and predetermined rules to distribute incoming calls, transfer callers to the most appropriate agent, and in some advanced cases, even offer self-service options. An IVR system can automate mundane tasks and reduce the cost of operations.

2. Skill-Based Routing

Skill-based routing is an IVR strategy that directs calls to specific representatives based on rules set by the account manager. These rules are focused on skills such as agent talent or customer preferences like language choices. This can significantly improve first-call resolution rates.

3. Time-Based Routing

Time-based routing is also an IVR strategy. However, this strategy routes calls to different agents or remote employees based on the time. This enables businesses to offer 24/7 customer service as the call is always routed to an available agent.

4. Automatic Call Distributor (ACD)

If your remote contact center receives too many calls unevenly, it can result in overwhelmed agents or representatives not doing their job in the most efficient way. ACD helps distribute calls so that no agent spends too much time idly, and everyone gets an equal amount of work.

5. Call Recording

Call recording is a feature that records both incoming and outgoing calls. Most businesses use this service to improve quality assurance, protect against liabilities, conduct performance analyses, and more. As a cloud call center feature, this tool can help you keep tabs on your agents and help them improve their approach. Check state regulations and recording laws before recording business calls.

See Also: Best Call Tracking Software Tools

6. Outbound Calling

Outbound calling is a service that supports a business’s outgoing call efforts. Any company that needs outbound services such as appointment setting, sales and lead generation, market research, etc., can benefit from outbound calling. This service helps you keep track of outbound calls and provides clear and stable call quality.

7. Customizable Caller ID

Outbound calling providers offer the ability to customize your outgoing caller ID to match the location being called. Paired with virtual phone numbers such as toll-free or local phone numbers, this service can help your call appear local and increase the chances of it being answered or returned.

8. Outbound Dialers

Outbound dialers or softphones work alongside an outbound calling service to make your calling process easier. There are various dialers to choose from: manual, predictive, auto, web-based, etc. These dialers help agents dial quickly, keep track of important call notes and interaction history, and more.

9. Click-to-Call

A click-to-call feature or tool allows representatives of a virtual call center to instantly click on a number and place a call. This feature can be integrated into your CRM or management system to make the calling process more efficient.

10. Call Activity and Reports

Having access to call activity and reports can help you track performance and identify strengths and weaknesses to improve and maintain good call center standards.

Recommended: CallRail Alternatives

11. Built-In CRM

A well-designed customer relationship management (CRM) system will help you organize contact information and prospect data in one location. Store and access voicemails, case IDs, interaction histories, etc., quickly.

Related: How Do I Choose a CRM for My Business?

12. Integrated Business Tools

Virtual call center software with the ability to integrate third-party business tools such as Google Drive, Slack, etc., can help keep information and data synchronized and available in one location. When researching providers, look at the various integrations they provide to see how you may use them.

See Also:


Depending on your communication needs, choose the right cloud call center solution. Research virtual phone service providers and find one that fits your needs and budget. Switching your call center and support services to the cloud is a big step. However, with the right technology and features, you can prepare your business to run virtually without any friction or delays.

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