Entities in Intelligent Call Center Software

Entities in Intelligent Call Center Software

The call center solutions work as a core part of many organizations and majorly in the call center industry. This is the era of intelligent call center software that is studded with overwhelming and enormously beneficial features. These features benefit all types of entities connected or correlated to the call center solution. For each entity, there is a specific set of features, but to make perfect use of all features, it is necessary to understand different entities, also known as personas and Avatars, correlated to the intelligent call center software. So without any further adieu, let’s begin.

There are 4 different types of entities that are connected to the call center solution and use it in multiple ways:

  1. Customer
  2. Agent
  3. Supervisor
  4. Management

Let’s explore more details about each of them.

1. Customer

You might be surprised to see customers on this list, but he/she is the main user of the call center software. If there is no customer, there are no other personas who work on the call center solution. But, do customers use features of the intelligent call center software other than calling? Yes, definitely. Apart from inbound and outbound calling, there are some customer specific features such as call queue, music on hold, call waiting, call hold, interactive voice response, etc. Yes, all these and some more features are devoted to benefit the customers.

2. Agent

This is well known entity in this industry or maybe the only known one. He is the one who represents the company and responsible for customer delight and frustration, both. A majority of features developed in the intelligent call center software aim to make the job of an agent seamless, efficient and swift. The features of this system also focus to provide all required assistance so the agents can perform with the highest possible productivity. Some of the most widely used features for agents are call routing rules, call dialers, call controls, call script, soundboard avatars, disposition, call transfer, call forward, voicemail and more.

3. Supervisor

The supervisors are the second most popular Avatars related to the call center solution after agents. They are responsible for the performance of agents and campaigns. Thus, their major job is related to monitoring the agents for their quality of service, train the agents and gauging metrics for performance improvement of both, campaigns and agents. The features of the intelligent call center software are devoted to help supervisors achieve these goals. Some of the most commonly used features by supervisors are live dashboards, barge-in, whisper, conference call, reports and more.

4. Management

This is the driving force behind the call centers and still unknown to all. The management team of the call center takes care of bringing business into the company. Also, they are responsible for reporting to the main customer. The management is also sometimes referred to as admin. They can use all features available in the intelligent call center software, but generally, only use reports available in the system.

These are the 4 major personas aka entities working to delight customers and increase business in organizations and call centers. Knowing roles can help to increase performance.

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