What are the best software solutions for the agents to handle calls and emails?

The majority of customers prefer to phone agents for customer care. Managing calls and emails at peak hours, on the other hand, might be difficult. To help your agents manage calls and emails effectively, you'll need the best technologies available. As a consequence, you'll be able to provide outstanding phone support to your consumers.

What makes the best software solution stand out? Calls are routed to the proper agents Using the best call center software. This provides more content to agents and assists call centers in developing an omnichannel strategy.

It's vital to select the best software solutions for managing calls and emails for your agents. All of the solutions listed below are available from most SIP IP PBX suppliers. Let's take a look at some of the best software solutions available.

Call Routing 

Call routing 

How do customers get connected to the right agent when they call your business? The answer is a call routing solution. 

Whether your software offers automated call routing or uses an IVR menu system, it is important to understand how your call routing will work. Most SIP IP PBX vendors offer call routing features. You can set up and change your workflow during your trial period. This is to ensure that you aren’t stuck with one configuration. 

Interactive Voice Response (IVR)

IVR

IVR systems will help you handle high call volumes without putting pressure on your agents. This automated system collects information about an inbound caller’s inquiry and then routes that caller to the right agent.

Call routing through the PBX system improves the entire customer experience. It eliminates the need to queue for long periods. Incoming calls are quickly and efficiently routed to the agent best equipped to handle the issue. 

Automatic Call Distribution (ACD)

ACD

ACD feature identifies callers, places them in a queue before automatically connecting them to the right team. This software solution uses your company's information about the caller to divert it to each department. 

Call Queue

Call queues

Call queue places incoming calls into a queue instead of sending them straight to voicemail. This is ideal for agents who can’t always respond to all incoming calls. 

An automated greeting informs the customer that they are in a queue. It gives the caller an estimated wait time to decide whether to hold the line or call back later.

Configure your call queue with on-hold music because it makes the call queues appear shorter than they are.

SIP IP PBX App

Softphone app

Your call center needs technology that allows employees to answer calls on the go as more workers work remotely. Cloud-based technology lets your team take business calls on their preferred device, allowing them to be more flexible and mobile.

Your agents only need an internet-connected device like a laptop or a smartphone to take business calls. You can get the mobile app from your FreePBX SIP provider. After you sign up with your vendor, most SIP IP PBX apps are free to download.

Call Analytics 

Call analytics 

How can you provide high-quality customer service if you don't know where these KPIs stand without reporting and call analytics? This is when call analytics will come in handy. Real-time reporting and analytics are available with this SIP IP PBX software. KPIs like inquiry, call volume, average call time, and customer mood is included.

Conclusion

When looking for a FreePBX SIP provider, you can refer to this list of SIP IP PBX capabilities. Keep in mind your specific business requirements, such as the ease of handling calls and emails. Agents and customers are happier with a call center solution with this level of flexibility and capability.

Aavaz FreePBX is one of the most popular FreePBX SIP providers with all qualities listed above. You'll get tailored tools and features that your agents need to handle calls and emails efficiently. Regardless of how the huge incoming calls, your agents will be able to answer your incoming calls quickly and efficiently.

Contact Aavaz FreePBX today!