What Are Key Features for
Upgrading Your Contact Center?

Features for Upgrading Your Contact Center?

Omnichannel Support

Customers interact through various channels, and a top-notch upgrade must consolidate these into a unified platform. This integration ensures consistent service quality across phone, email, social media, and live chat.

Advanced Call Routing and Management

Intelligent call routing quickly connects customers to the right agent, enhancing satisfaction. Features to look for include call queuing, language preference matching, and issue-based routing.

Real-Time Analytics and Reporting

Access to immediate data helps in fine-tuning services and strategies. Look for tools that offer detailed insights into call volume, resolution rates, and customer feedback.

Cloud-Based Flexibility

Cloud solutions offer scalability and remote access, crucial for adapting to business growth and changing work environments.

Enhanced Security and Compliance

With customer data at stake, security is non-negotiable. Ensure your upgrade meets rigorous data protection standards and complies with legal regulations.

User-Friendly Interface

An intuitive interface is key to agent productivity. Easy navigation and clear displays reduce training time and streamline operations.

Integration with Existing Systems

Ensure the new tools integrate smoothly with your existing CRM and ERP systems for uninterrupted data flow and comprehensive customer insights.


Selecting the right communication tools for your contact center is a strategic decision that significantly impacts customer relations and operational efficiency. By focusing on these essential features, you can transform your contact center into a dynamic, customer-centric operation.

If you would like to discuss whether your company is ready for a new or upgraded call center system and analytics, you can reach out to a SmartChoice expert here.

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