5 Call Center Phone System Features That Customers Love

When we talk about “call centers,” we’re not talking about your mom’s call center, where customer service agents with bulky headsets are stuck in cubicles and frustrated customers are stuck on hold. 

The call center phone system of 2022 lives in the cloud and it’s wickedly smart, with innovative features and enhancements that make the customer experience not just easy, but even exciting to your customers. 

An exciting call center experience? Yes, they do exist, and here are five call center features in particular that customers are really hyped about. 

Face ID and Fingerprint Recognition

It can be a chore to remember and recite your account number, or type out your mother’s maiden name for those pesky security questions—especially if it’s something like Wolfeschlegelsteinhausenbergerdorff (say that five times fast). 

Rather than accessing account information the old-fashioned way, with intelligent call center phone systems, customers can access it the easiest way. Intelligent call center tech enables businesses to send customers automated verification requests where they can authenticate their identity simply by using the same biometric identification methods they use to unlock their phones.  

This way, an agent can access a customer’s account in seconds with nothing more than the press of the customer’s thumb or face identification. That can cut down the time a customer spends on the phone resolving an issue substantially. It also makes the experience more secure. 

Video and image sharing before and during calls

Let’s say a customer has a problem, but they have no idea what vocabulary to use to describe it to an agent and get the exact assistance they need. Maybe they’re having an issue with a company’s service or website, or their issue involves complicated product parts that they don’t know how to describe. 

Via intelligent call center technology, customers can share videos and images of the issues they’re experiencing with representatives via text before they even make the call (or during the call, if talking it out isn’t helping). This helps the agent to see what the customer is seeing and provide them with instructions or solutions. 

Customers love this feature, because it increases understanding between customer and agent and allows for quick resolutions that don’t get stunted by the limitations of speech or text communication. 

Agent Screen Sharing 

In addition to helping agents see what a customer is seeing, intelligent call center phone systems help a customer see what their agent is seeing.

Agent screen sharing allows customer service representatives to walk customers through website processes, arm them with the intelligence they need to navigate their account, and, together, use those visuals to resolve issues that might otherwise leave customers stumped. 

Multiple secure channels of contact with representatives 

We know that customers are contacting brands across multiple channels, and they’re doing it more than once. Intelligent call center technology gives customers even wider access to assistance without sacrificing the security of your agents’ information. 

If a customer has an issue with a particular product, they can contact your agents via phone call, video call, SMS, chat, or WhatsApp. Whichever platform is the closest to their fingertips is one they can contact your business with, making problem solving quicker than ever. 

Through SMS and call center text channels, agents can access sensitive information a customer may not want to share out loud if they’re in a public place. Agents can quickly request spelling verification and collect information like medical symptoms, addresses, and membership numbers discreetly. Having such a wide range of contact methods also increases the accessibility for customers who have physical disabilities that prevent them from communicating in other channels.  

All of the information gathered via text input can be saved to your CRM to inform future agents working with the account, and both your team and your customer can rest assured that every interaction is secure.

Automatic CRM Updates

Automatic CRM updates provide your agents with the contact record, account status, device information, customer journey data, interaction notes, recordings, and transcripts from each customer interaction so that the customer service experience is unified and consistent. 

A single source of truth for customer data also helps customers get a personalized experience no matter who they talk to. Rather than repeating themselves for the umpteenth time, customers have the comfort of knowing that their query can be resolved at any point of the customer journey and by any agent, making their support experience less tedious. 

Plus, your customer service reps will no longer have to manually enter information into the customer record, leading to lots of time saved, plus lower operating costs for you. 

Get all of the call center phone system features that your customers and agents want

Intelligent call center phone systems make the customer experience easier (and dare we say, more fun), and they make improving your service easier, too. Through intelligent call center phone systems like UJET, agents are armed with all of the information and support they need to find first-call solutions for customers or continue the conversation in productive and meaningful ways across every channel. 

And because solutions come easier, customers are happier and your customer service team is, too. Learn more about how UJET can help you connect with customers on any device, anywhere in the world.