The call centers handle a massive number of calls daily. Some of these calls get handled by the automation features available in the intelligent call center software and some of them get handled by the live agents using different features of an intelligent call center solution.
The intelligent call center software comes up with a wide array of features to benefit the call centers using it. In this article, we will share a quick brief on two most common, traditional, yet very useful features of intelligent call center software:
The intelligent call center software forwards a caller to another phone line or number automatically based on predefined triggers using the call forwarding feature. The caller does not notice that his call is forwarded to another number.
Many people think that there is no use of call forwarding in the call centers, but this feature is really useful. Let’s explore the key use cases of call forwarding.
As the name suggests, this feature of the intelligent call center solution lets an agent transfers an ongoing call to another agent or a supervisor. There are two types of call transfer features available in the intelligent call center software:
There are some known use cases of call transfer and those are the most important ones as well:
Both call forwarding and call transfer features are useful in call centers. We have an intelligent call center solution, which has many amazing features along with call forwarding and call transfer to benefit call centers. Contact us to know more and to book a risk-free trial of 14 days.