Developing a contact center application with Python may seem daunting, but it is not that difficult. It can be a complex process, especially since there are many components to think about, from the SIP connections to the forwarding and bridging functions.
This post will not discuss the process of building an actual call center program since the process will not be the same for everyone. The process will depend on the kinds of functions and features that will be included in the app. Instead, we will highlight some of the most important advanced features the application should have to be able to address modern contact center needs.
Interactive voice response
Interactive voice response, or IVR, is a vital function for modern contact centers. It serves as the virtual receptionist that interacts with customers through the DTMF keypad tones and gives out customized responses. IVR helps sort callers to address the most urgent ones and route calls to the right agents. It also helps entertain customers when there is a long queue.
Predictive dialing system
Predictive dialers are an advanced feature of call center systems that specialize in outbound calls. They are designed to improve contact rates by estimating agent availability and calibrating the dialing rate to make sure that agents connect to live prospects. It allows outbound call center operations to reach people as quickly as possible. It is a complex feature that entails the development of advanced algorithms to optimize calls, reduce wait times, and facilitate more conversions. Click here to learn more about effective predictive dialers, how they work, and how they can benefit your call center business.
Automatic call distribution
For inbound contact centers, this function is responsible for the automatic routing of a call to the appropriate agent. This is vital for any contact center operation that receives calls, as it systematically handles customer calls based on location, availability, and performance.
Call tracking and recording
Call monitoring is a critical feature for every contact center. It allows the supervisor or manager to oversee if agents are doing their tasks. At the same time, it provides a way to assess customer experiences. Meanwhile, call recording is important to have a basis for evaluating agent performance and addressing customer complaints. Call records provide incontestable proof of what transpired in calls.
Call centers are essentially customer relations management operations that specialize in voice calls. It would be advantageous to build a contact center app that can integrate with the CRM solution already being used by a company. Doing this significantly enhances both the call center and CRM operations by having unified access to call logs, chats, customer service tickets, event summaries, and more. This integration results in more organized and efficient operations.
These are just a few of the important features a call center system should have. You will most likely determine other vital functions after analyzing the goals of the contact center operation you want to start.