The 25+ Best Call Center System Features
to Maximize Business Efficiency in 2024

Whether they automate agent workflows, improve call performance, or give increased insight into overall call center operations, call center features ultimately contribute to three vital aspects of your business – customer satisfaction, agent efficiency, and revenue generation.

Discover the best call center phone system features to maximize your company’s performance in 2024. Secure your position as a market leader across all facets of your operations.

Key takeaways:

• Call center features can be broadly divided into categories focusing on automating calling, streamlining repetitive daily tasks, and evaluating performance.
• AI is becoming a vital part of many industry-leading call center software providers as it helps further augment your efforts with automation and better data insights.
• Ultimately, the tools you choose should complement your company’s goals, so the pricing largely depends on how much you want to improve your internal processes.

Must-Have Call Center Features for 2024

As far as VoIP goes, 2024 is in the sign of AI and CSAT, and we’ve made sure to reflect that in this call center features list. It’s time to discover the best call center features for calling, automation, and performance.

The Best Call Center Features for Calling

Looking to cultivate the ultimate customer service experience or craft crystal-clear messaging for outbound sales? These call center system features are sure to amplify your calling efforts.

#1 Call Center Campaigns

Overview:

Making “umms”, “aahs”, and awkward pauses is a thing of the past
with Call Center Campaigns.

Take full control of your agents’ conversations and allow them to
focus on the things that matter by providing them with detailed scripts, surveys, and questionnaires.

Streamline daily workflows with pre-prepared queues. Set up, monitor, and adjust aspects regarding attempted calls and the time between them in real-time.

Best for:

Inbound & Outbound Operations

Benefits:

• Streamlined Call Operations
• Simple & Quick Set-Up
• Shorter Wait Times
• Less Time Between Calls
• Improved Agent Productivity + Higher Customer Satisfaction

#2 Click-to-Call

Overview:

Transform the way your agents initiate calls by transforming every phone
number online or in a CRM/helpdesk tool into a clickable format. Remove
manual dialing from the equation and save both time and money.

All you need to do is install the Click-to-Call extension into your browser.
You can forget about copy-pasting and false dials the same way 
as you can call – instantly.

Best for:

Inbound & Outbound Operations

Benefits:

• Instant Calls
• No Mistakes
• No Manual Dialing + Streamlined Operations
• Works Across All Channels

#3 Call Recording

Overview:

Get quick insights into your agents’ conduct and performance with
AI-powered Call Recording. Access all call recordings easily via your
browser, including analytics and respective call history.

Optimize your overall strategy, targeting, and messaging, or pinpoint
individual representatives’ weak points and fix them with customized
coaching.

Best for:

Inbound & Outbound Operations

Benefits:

• In-depth Insights
• Easy Access to Recordings
• Automatic Recording
• Custom Agent Coaching + Operational Optimization

#4 Call Transcription

Overview

Automatically transcribe your calls and call recordings into text. Log and
export everything your customers and agents ever said instantly into your
CRM. Get a complex understanding of individual conversations.

Working with a multinational team? No problem! CloudTalk can
automatically identify and translate each transcription into 145 languages,
including German, Spanish, Portuguese, Swedish, Danish, and more.

Best for:

Inbound & Outbound Operations

Benefits:

• Automatic Transcription
• Automatic Translation
• 3rd Party Tool Support
• In-Depth Insights + Easy Export

#5 Call Transfer

Overview:

Ensure your customers don’t have to lose time or nerves repeating the
same information after each transfer. Allow agents to obtain information,
evaluate the situation, and route the caller to their most skilled colleague.

Warm Transfer allows reps to share information between themselves
before putting the caller through. Extensions guarantee a quick
resolution by dialing agents and departments with just three digits.

Best for:

Inbound Operations

Benefits:

• Warm Transfer
• Improved CSAT
• 3-Digit Extensions + Faster Resolution

#6 Voicemail Drop

Overview:

Your agents can’t connect with a key customer? No problem! On top of
leaving a custom voicemail, you can pre-record your messages and
send the voicemails with the tap of a button.

Best for:

Outbound Operations

Benefits:

• Faster Resolution
• Minimal Call Delays
• Customizable Voicemails
• Better Customer Experience + Higher Contact Success Rate

#7 Power Dialer

Overview:

Reach 3x more prospects each day while streamlining agent workflows
with scripts, questionnaires, surveys, and post-call automation. Create
custom daily dialing lists and let reps start calling with just a click.

Power Dialers are able to automate calling operations by importing
contacts directly from your CRM or XML file and maintaining the agent’s
flow by initiating the next call on the list after the last one ends.

Best for:

Outbound Operations focused on volume.

Benefits:

• More Calls Each Day
• Faster Call Resolution
• Daily Task Automation
• Simple Usability + Cross-tool Compatibility

#8 Smart Dialer

Overview:

Lower call times by up to 50% and reach more prospects efficiently.
Create simple-to-use, one-click call queues directly from any website,
CRM, or helpdesk tool with customizable buffers.

Order contacts via drag-and-drop for maximum efficiency and let your
agents run wild. The Smart Dialer automatically moves unresponsive
prospects further down the list to save time and maximize responses.

Best for:

Outbound Operations focused on customer experience.

Benefits:

• One-Click Call Queues
• Drag-and-Drop Queue Management
• Automatic Contact Prioritization
• 3rd Party Tool Integration + Daily Task Automation

#9 Customer Details

Overview:

Get instant insights into who’s on the other end of the line by pulling up
relevant customer details even before you pick up the phone. Integrate
your call center solution with your CRM or Helpdesk for easy access.

View past call history, call recordings, transcripts, deals, support tickets,
or even your own custom fields. Save customers’ and agents’ time by
offering easy context. Set up for success with mid-call tagging.

Best for:

Inbound & Outbound Operations

Benefits:

• Instant Insights
• Cross-Platform Compatibility+ Improved Customer Experience
• Available Before and During Calls

#10 Call Notes

Overview:

Create and access notes taken at any time. Pick up where you left off and
use relevant data from past interactions to build better relationships with
your customers.

Best for:

Inbound & Outbound Operations

Benefits:

• On & Post-Call Note Creation
• Instant Note Access
• Added Context for Each Call + Higher Customer Satisfaction

#11 Call Tagging

Overview:

Use pre-existing tags or create new custom ones on the fly to effectively
categorize each call and track call type, result, and various KPI metrics.
Implement mandatory post-call tagging to maintain clear visibility.

Transform the way you evaluate calls by automatically synchronizing tags
with your CRM. Dig deep into your Analytics with tag filters. Maximize
efficiency with data-based strategic decisions and agent coaching.

Best for:

Inbound & Outbound Operations

Benefits:

• On & Post-Call Tag Creation
• Improved Analytics Evaluation
• Added Context for Each Call + Better Agent Coaching

#12  3-Way Calling

Overview:

Allow agents to seamlessly invite colleagues to help out on complex calls
with covert call whispering. Or join and interact with the customer directly
on-call for the best customer experience possible.

Let managers and coaches listen in on calls anonymously to effectively
evaluate agent conduct, provide actionable insights on the fly, and
streamline overall agent onboarding and coaching.

Best for:

Inbound & Outbound Operations

Benefits:

• Invite a Friend for Help
• Call Whispering
• Hidden Call Monitoring
• Higher Customer Satisfaction + Improved Agent Coaching

#13 Personalized Messages

Overview:

Craft personalized audio messages regarding your operating hours,
team’s availability or most frequent support questions, and add a human
touch to your customer experience without extra onboarding costs.

Seamlessly implement custom messages into your Interactive Voice
Response system via an easy-to-use Call-Flow Designer and maximize
the value you and your callers get from automation

Best for:

Inbound Operations

Benefits:

• Maintain Brand Identity
• Streamline Self-Help Support
• Clearly Define Business Hours + Save Money On Hiring Costs

The Best Call Center Features for Automation

Why waste time on repetitive tasks when you can let your agents focus on what they do best and let automation take care of the rest? Simplify operations with these top call center features.

#1 Workflow Automation

Overview:

Automate repetitive and time-consuming tasks with custom workflows for
follow-ups, ticket creation, and text-to-speech transcriptions, and let your
agents focus on what matters most.

Set up your automations in three simple steps with custom triggers,
conditions, and subsequent actions. Just choose the target department or number, and start saving time.

Best for:

Inbound & Outbound Operations

Benefits:

• Simple to Use
• Saves Time
• Specific Targeting
• Easily Customizable + Improved Customer Satisfaction

#2 Call Flow Designer (CFD)

Overview:

Tailor your inbound calling journey from start to finish with the Call Flow
Designer. Don’t settle for someone else’s idea of what makes for a great
customer journey — build your own.

Take advantage of 20+ pre-built routing options, create custom call flows via simple to use drag-and-drop, and scale them across your entire operations by assigning them to new numbers with a click.

Best for:

Inbound Operations

Benefits:

• Inbound Operations
• Drag-and-Drop Builder
• Over 20 Premade Templates + Custom Customer Experience

#3 Interactive Voice Response (IVR)

Overview:

Make sure inbound callers always get the help they need the most by streamlining call routing with an IVR. Create custom call flows and allow customers to choose from a predefined set of options.

Add up to 10 possible steps in each caller’s journey to make reaching the right customer support or success team as easy as possible and
reduce the average call duration by 40%.

Best for:

Inbound Operations

Benefits:

• Easy Call-Flow Builder
• Up to 10 Custom Steps
• Higher Routing Efficiency
• Reduced Call Duration + More Efficient Support

#4 Call Queuing

Overview:

Offer fully customizable customer support. Distribute inbound calls to the
right agents based on customer status or the technical expertise of
individual agents for maximum support efficiency.

Offer priority support to the high-rollers with VIP Queues, or redirect customers you can’t deal with right now to backup queues, voicemail,
and external or internal numbers.

Best for:

Inbound Operations

Benefits:

• More Manageable Workload
• Equal Call Division
• Priority Support via VIP Queues
• Voicemail Support + Simple Call Redirecting

#5 Skill-Based Routing

Overview:

Create custom skill tags, assign proficiency to individual agents, and
route based on these metrics for the best customer experience. Based on
the topic and availability, the most skilled agent gets the ring first.

Skill-based routing can also be used to define the savviness of entire
Teams. Thus, you can adjust processes and make sure your inbound
callers don’t have to suffer the frustration of neverending transfers and
slow support.

Best for:

Inbound Operations

Benefits:

• Custom Skill Tags
• Individual & Group Tagging
• Skill-Based Call Prioritization
• Faster Support Ticket Resolution + Higher Customer Satisfaction

#5 Skill-Based Routing

Overview:

Create custom skill tags, assign proficiency to individual agents, and
route based on these metrics for the best customer experience. Based on
the topic and availability, the most skilled agent gets the ring first.

Skill-based routing can also be used to define the savviness of entire
Teams. Thus, you can adjust processes and make sure your inbound
callers don’t have to suffer the frustration of neverending transfers and
slow support.

Best for:

Inbound Operations

Benefits:

• Custom Skill Tags
• Individual & Group Tagging
• Skill-Based Call Prioritization
• Faster Support Ticket Resolution + Higher Customer Satisfaction

#7 Business Hours

Overview:

Never miss your customers again — even outside your operating hours. CloudTalk lets you play custom out-of-office messages, redirect callers, or let them leave a voicemail.You can set business hours for your entire company, individual teams, or even stand-alone numbers. And since everyone deserves time off, the system can also account for national holidays.

Best for:

Inbound Operations

Benefits:

• Customizable Off-Hour Call Flows
• Maintains Clear Operational Visibility
• Adaptable Company-Wide or Individually + Limits Negative Caller Experiences

The Best Call Center Features for Performance

Whether you’re looking to put a magnifying glass to your operations or take a bird’s eye view of your entire call center performance and strategy, these features will boost your performance.

#1 Call Center Analytics

Overview:

Centralize all your team’s data and access everything you need to know regarding your agent’s performance or call statistics to make predictions and optimize your strategy.

Go as deep as you like. Track every step of every inbound or outbound Call. Use that information to expertly evaluate the performance of individual agents and departments alike.

Best for:

Inbound & Outbound Operations

Benefits:

• Complex Understanding of Call Center Performance
• In-depth Analysis of Departments & Agents
• Strategic Targeted Coaching + Data-Based Decision-Making

#2 Analytics Dashboards

Overview:

Monitor everything happening in your teams in real time, from active calls, queues, caller identity, and agent availability. View reports in hourly increments or for the whole day at a glance.

Allow representatives to create custom statuses to maintain a clear view of everyone and everything. Identify bottlenecks, divide tasks evenly, and solve crises as they happen.

Best for:

Inbound & Outbound Operations

Benefits:

• Access to Real-Time Information
• Customizable Time Frame
• Actionable Problem Solving + Custom Agent Statuses

#3 Call Monitoring

Overview:

Let managers and experienced agents join support and sales calls to provide assistance, evaluate agent performance, or assess the effectiveness of call scripts.

Choose your preferred amount of visibility to either barge calls directly and take part in 3-way calls, whisper in your agent’s ear without the customer knowing, or just be a fly on the wall with call listening.

Best for:

Inbound & Outbound Operations

Benefits:

• Selectable Visibility
• Simple Problem-Solving
• Improved Customer Experience + Better Agent Coaching & Onboarding

#4 Wallboard

Overview:

Gamify daily operations and drive initiatives by streaming real-time data from your analytics directly to agent’s dashboards or call center LCD screens, including current metrics, agent rankings, and more.

Best for:

Inbound & Outbound Operations

Benefits:

• Live Analytics Feed
• Customizable Time Frame
• Higher Employee Engagement + Better Agent Motivation

#5 Virtual Caller ID

Overview:

Don’t let good customer experience go to waste. Generate caller IDs with specific local area codes or use numbers your customers and prospects already know.

Increase response rates with the familiar number format, or leverage existing numbers your customers know to reinforce brand association and drive small-scale international call campaigns.

Best for:

Outbound Operations

Benefits:

• Familiar Number Format
• Higher Response Rates
• Compatible with Number Porting
• Cost-Effective Alternative to Buying

#6 Single Sign-On (SSO)

Overview:

Decrease security risks, simplify user access and make your IT manager’s life easier by giving all your agents one account to use across all call center apps and integrations.

Best for:

Inbound & Outbound Operations

Benefits:

• Higher Security
• Easy to Use
• Simple User Management + Cross-Platform Compatibility

Outperform Your Competition with the Best Call Center Software Features for 2024

Call center features are many, varied, and sometimes a bit confusing. But with proper planning and clearly defined objectives, finding the right tool for the job should be a breeze. Especially with this handy list of the features for 2024. 

Outperform your competition with the top features on the market today with time-saving automation, AI-based data decisions, crystal-clear calls, and excellent customer experiences!