8 All-Star Features You Need for Your Contact Center
You could have an all-star staff running your contact center—or call center—and still not deliver all-star service. Why? Because good service isn’t only about hiring the right people.
It’s also about technology.
Stellar employees need terrific tools to deliver better experiences to customers. That’s why Jive includes basic contact center features with our Jive Voice service, no upgrade necessary.
But if you’re in the market for a more advanced contact center solution, Jive just released Jive Contact Center Pro powered by inContact. Jive Contact Center Pro loads you up with must-have contact center features like:
#1. Multichannel service
The phone isn’t the only way your customers communicate, so it shouldn’t be yours either.
Engage customers on their own terms using chat, email, fax, web calls, IVR, and social media—all available through Jive Contact Center Pro’s simple platform.
#2. Real-time and historical metrics
A dashboard containing both real-time and historical data gives you the full picture of your employees’ performance. Jive Contact Center Pro lets you actively monitor employees and customize reports with 110 possible metrics.
#3. Integration with CRMs
Clicking back and forth between applications slows your employees down and drags out phone calls with your customers. To streamline service and consolidate customer info in one place, Jive Contact Center Pro integrates with leading names in customer relationship management (CRM) software, like Salesforce and Zendesk.
Interactive voice response (IVR) is the recorded prompts and menus that account for much of your customer’s initial introduction to your contact center. You want a system that enables customers to pick the kind of service they want, such as self-service for basic issues, or—for more complex issues—one that swiftly connects customers to the right service expert. Jive Contact Center Pro’s IVR gives you these options so you can easily configure greetings, call paths, menus, call queues, and other settings.
#5. Call recording
Call recording is a deal-breaker for any contact center. It improves quality, verifies compliance with policy, aids with resolving disputes, and contributes to training and coaching. Jive Contact Center Pro offers flexible recording settings that scales with your staff demands.
Training contact center employees often has to be done “in the field”—live on the phone with a real customer. Coaching tools become invaluable in these circumstances. With Jive Contact Center Pro, supervisors can monitor calls, whisper instructions that only the employee on the call will hear, or barge into a call and address both customer and employee, depending on the circumstances.
#7. Call queues
No one likes being corralled into a call queue, but customizing a queue can trim wait times and provide alternate options so your callers don’t feel trapped. With Jive Contact Center Pro, each department can have their own queue and voicemail, so callers can find their way into smaller, more specialized queues, and they can choose to wait, leave a message, or they could opt for a callback.
#8. Mobile options
As a cloud-based service, Jive Contact Center Pro helps you keep up with the increased push for mobility. Employees based from home or other out-of-office locations can log into the Jive Contact Center Pro and enjoy the wide range of phone features even when they’re away from their desk.