Contact center software lets you:
Support phone-based customer service as well as digital channels like WhatsApp or webchat
Support outbound sales calls or serve as an internal help desk
Support virtual agents for a remote contact center if it’s cloud-based
Connect customers to an agent with an IVR system or route them to a specific agent with intelligent routing based on speech input
Handle calls with the ability to mute, place holds, and make warm transfers
Record calls and make transcriptions for compliance and quality assurance purposes
Track KPIs for reporting on contact center or agent performance
Support inbound and outbound traffic