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Furthermore, some solutions are solely an inbound call center system, while others are outbound call center systems. There are even blended solutions for businesses that need both!

helpful feature routes an incoming call to the most appropriate agent based on the caller’s IVR selections, the phone number the caller dialed and the caller’s interaction history with the company as well as the agent’s skill set. Doing so helps to minimize call wait times and send the caller to the most fitting agent, therefore keeping your customers happy.

Real­time updates

With real­time notifications, all of the statistics of the current callers are pushed to your agents, showing things like wait time, number of agents available, etc. But furthermore, you can make changes to your system in real­time and see them instantaneously. This means that administrators can go in and alter routing or queueing rules on the fly based on the current need.

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