Virtual PBX Knowledge 12/05/2026

7 best features of customer service call center software

Reading time: 6 minutes

The need for customer service is increasing in today’s competitive world. Customer service call center software features must meet this need. Below are 7 essential features of a true Contact Center:

Interactive Voice Response (IVR) feature in customer service call center software

IVR can be simply understood as an automated answering system. This is a basic feature on a call center that helps route customers through keypads based on the content of the greeting message.

What does the IVR feature do for businesses?

Let’s say your company has 100 people divided into 6 departments:

Sales
Technical
Accounting
Marketing
Purchasing
Investment Planning

Khi khách hàng gọi điện tới bạn phải hỏi vấn đề mà khách đang gặp là gì, sau đó Transferring calls to individual departments is time-consuming and inefficient, as many other customers have to wait their turn.

IVR (Intelligent Voice Response) functionality allows for pre-scripted call routing. Customers simply press the keys as instructed to reach the correct department for assistance.

Benefits of IVR (Intelligent Voice Response) software for customer service:

Listen to an example of an automated answering system:

The benefits IVR brings to your business are:

Reduced workload for the customer service department.
Customers can connect with the relevant staff or department more quickly.
Makes your customer support service more professional.
Saves operating costs (optimizes the number of call center staff).

Demo of IVR functionality on the OMICall interface:

Automatic Call Distribution

Automatic Call Distribution (ACD) is a great complementary feature to IVR. After a customer self-directs to a specific department, the ACD’s ringing configuration will distribute the call to each individual extension.

Some ways to configure ACD:

Circular Routing

This type of routing means the call will be distributed equally among agents.

For example: if your business has 5 agents, the first call will be routed to the first agent. After they successfully accept that call, the next call will go to the second agent. After the fifth agent, the first agent will receive the call again.

Order Routing

This type of routing usually requires defining a specific order.

For example: you have 3 agents but only prioritize calls to the first 2 agents. Therefore, all calls will be routed to these two agents; only if both are busy or unanswered will the call be transferred to a third agent.

Agent Routing Based on Availability

This type of routing will route calls to the agent with the longest availability time. After they accept the call, they will remain at the end of the line until they again have the longest availability time.

Example: You have two agents in your team. The first agent accepted the call 10 minutes ago, the second agent accepted the call 15 minutes ago. The next call will be transferred to the second agent.

Demo of call distribution feature on OMICall:

Benefits of Automatic Call Distribution (ACD)

Some benefits that ACD brings to enterprise call centers:

Improves customer experience by directing calls to the most suitable agent
Reduces call waiting time
Limits calls outside of business hours
Forward calls to other agents when you are not available.

Tickets

A ticket, also known as a support request form, is a document containing information about a customer’s issue that needs to be resolved/supported. Tickets help businesses record, track, manage, and quickly process customer problems.

For example: When using the OMICall multi-channel customer support software, for each call/message/email received from a customer, the OMICall intelligent multi-channel call center system will automatically create a corresponding ticket for customer service representatives to track arising issues, update information, and note customer concerns.

Each ticket is primarily managed by a customer service representative/department. The ticket will contain complete customer information and the remaining information fields can be customized according to the business’s needs. Some providers, such as OMICall, also offer APIs to connect the call center system to enterprise software, increasing management efficiency and facilitating collaboration between departments.

Demo Ticket:

Call Forwarding

The trend of remote work is becoming increasingly popular for two reasons. Firstly, the Covid-19 pandemic has prevented many employees from coming to the office. Secondly, hiring remote employees significantly reduces costs for businesses. The call forwarding feature of virtual PBX software using Mobile SIP Trunking technology allows businesses to communicate with customers using personal devices such as smartphones and laptops while maintaining the same PBX number. Customer service representatives can work even from home.

Free Internal Calls

VoIP PBX software allows all calls to be made via the internet and is free of internal charges. This feature helps businesses save over 23% on monthly call costs, a significant amount, especially for companies with multiple branches.

Real-time Dashboard Reports

As a leader or manager, you’re not always in the office, making it difficult to manage the work of your team.

Furthermore, if you’re managing a sales, customer service, or marketing team – those who directly impact your business’s revenue – then timely progress reports and information updates are crucial.

Real-time Dashboard is a customer service call center software feature that supports monitoring all calls anytime, anywhere. Business administrators can listen to recorded conversations between employees and customers. In addition, detailed statistics on customer service quality are presented in the reporting interface.

Call Outbound Numbering

Customers use phone numbers from multiple carriers; if a business only uses a single number for communication, it will be very costly. OMICall call center software supports call forwarding with customer network numbers, which can save you over 13.7% on monthly call costs.

The above are 7 essential customer service call center software features that you should definitely equip your business with.