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Top Phone System Features for the Call Center

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October 01, 2007

Top Phone System Features for the Call Center

By Stefania Viscusi, Assignment Desk Editor

Call center phone systems are unique in that they must offer customer care along with capabilities that enhance agent's jobs.
There are a number of functionalities that go along with phone systems, but knowing which ones will best serve your call centers needs is important.
Call center features for phone systems offer businesses unique advantages that improve customer experiences and performance as well as save on cost for their business.
As writer Bob Embrey notes in a article, Call Center Features You Should Own,"Your organization can survive without dozens of call center features, but don’t be caught short. Your choices should reflect both your current business practices and new initiatives that you’ve considered, plus any call center features that will actually enable you to implement new ideas. The call center advantages you gain by combining certain features may even offset their cost."

Some of the most basic phone system features for call centers to consider when looking for a phone system include the ACD, which offers the ability route inbound calls and improve the handling of them; the IVR, which makes it possible to offer callers the information they need, 24/7. Also, phone systems should include predictive dialers, particularly if call campaigns are needed, as calls are routed to an agent only when a live caller is one the line. Voice message broadcasting capabilities are also necessary to allow messages to be left to a large group rather than needing to call each individually, saving time and money.
"Beyond these basics, there are dozens of call center advantages that come with customization for your particular business or organization, which allows you to branch out and capitalize on your investment," Embrey notes.
For more on phone systems and to determine which phone system is right for your business, check out's Web site, tailored to professionals, researches and evaluates the most respected telephony vendors and systems so professionals aren’t losing valuable time and money searching for the right answer. matches your business with vendors who offer technological flexibility and scalability while always keeping your budget in mind.
Related Articles:
Phone Systems: Considering VoIP
Phone Systems in Today's Business
Phone Systems and the PBX
Phone Systems: Making the Switch to VoIP with VendorGuru's Help
Stefania Viscusi is an established writer and avid reader. To see more of her articles, please visit Stefania Viscusi’s columnist page.

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