A majority of contact center inbound campaigns are related to customer care and customer support. In customer support, there can be campaigns for delivering technical customer support. The complexities often increase for a contact center when it runs the technical support campaigns. Along with getting the best inbound call center solution, the support centers also need to get other tools and expert technical support agents.

How to find the right support agents is something you would know better than us for sure. But, what must-have tools for contact centers that offer support services are something we know very well. To help you get the best tools for your technical support center, we have come up with this article. We will also list out some of the must-have features in each software to help you choose the right software.

1. Call Center Software

As an obvious fact, you will need one of the best contact center solutions. The best option would be to get an inbound call center solution. This software will help your support agents attend the calls from the customers. Moreover, this software will help in carrying out all types of communications.

Must-have Features

  • Omnichannel communication support
  • Skill-based call routing
  • Sticky agent
  • IVR 
  • Soundboard Avatars
  • Disposition bucket
  • Call transfer
  • Call forwarding
  • Call park and pickup
  • Callback scheduling
  • Reports
  • Whisper
  • Barge-in
  • Conference 

Your best call center software can have more features, but these are the must-have features to help your support agents work more professionally.

2. Help desk ticketing system

Technical contact centers need to use a help desk ticketing system. It is used to simplify the management of support requests in the form of tickets. It can also be used to assess the performance and productivity of support agents.

Must-have Features

  • Ticket automation
  • Ticket tags
  • Ticket templates
  • Ticket status options
  • Private and public actions on the tickets
  • Product association
  • Ticket deflection 

3. Shared project management tools

To enhance the technical support service, you will also need some tools for shared project management. These tools will help in the project management of software during different phases. It will also help in handling the common bugs more accurately.

Must-have Features

  • Task management 
  • Sprint management
  • Resource management
  • User role management 
  • Time tracking
  • Reports 


iCallify offering the best technical support center may need different tools to meet the needs of its customers and business. However, the top 3 must-have support tools are explained in this blog. Each contact center handling technical support cases must get the best call center software, a help desk ticketing system, and the right project management tools. These tools can help in enhancing operational models and increasing productivity.

We offer the best technical support tools to the technical contact centers. To know more about these tools and other products.