at Financial Technnology Year
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Features in Contact Center Solutions
for Customer Service
Integrated phone, email, chat, and social media systems that route customer inquiries to appropriate service representatives and track resolution status.
We ask vendors to mark their product against our feature list. It is not available for all products and in some cases we have derived data from publicly available sources. The list of features follows. Vendors can add a further 10 key features of their own.
Agent Productivity and Performance Management
Tools to ensure agent effectiveness, balanced workloads, and continuous improvement.
- Agent Schedule Adherence
- Monitors if agents adhere to planned shifts.
- Agent Scorecards
- Automated metrics/result dashboards per agent.
- Call/Chat Whisper and Barge-In
- Supervisors can coach (whisper) or join conversations (barge-in).
- Gamification Features
- Leaderboards, badges, and incentives to motivate staff.
- Live Supervisor Monitoring
- Supervisors can monitor agent interactions in real time.
- Performance Warnings & Alerts
- Automatic notifications for underperformance or SLA breaches.
- Quality Assurance Review Volume
- Number of interactions that can be reviewed per week/month.
Case and Resolution Management
Tools for tracking, categorizing, and closing customer service requests, ensuring resolution and accountability.
- Agent Notes & Attachments
- Agents can append notes and documents to a case file.
- Audit Trail
- Records all actions and changes made to a case.
- Automated Case Updates
- Sends status updates to customers and agents automatically.
- Case Merge/Split Functionality
- Can combine duplicate cases or split mult-issue cases.
- Case Tracking
- Monitors status and progress of each customer interaction from initiation to closure.
- Custom Tagging
- Allows cases to be tagged for filtering and reporting purposes.
- Historical Case Access
- Enables retrieval of closed and archived cases for future reference.
- Resolution Time Average
- Typical time taken to resolve cases.
- SLA Management
- Tracks compliance to service level agreements for response and resolution times.
Customer Experience and Feedback
Features to collect customer feedback, analyze satisfaction, and drive improvements.
- CSAT Tracking
- Measures customer satisfaction over time.
- Feedback Management
- Central repository for storing feedback and complaints.
- Feedback Resolution Workflow
- Automated escalation and follow-up on negative feedback.
- Net Promoter Score (NPS)
- Calculates and reports customer loyalty/likelihood to recommend.
- Post-Interaction Surveys
- Automatically solicit feedback after case completion.
- Sentiment Analysis
- Automated analysis of customer sentiment based on text/speech.
- Survey Response Rate
- Tracks percentage of customers who complete feedback surveys.
Integration, APIs, and Extensibility
How easily the product connects with other insurance company systems and external platforms.
- API Call Throughput
- Maximum number of external API calls supported per minute.
- Data Import/Export
- Bulk import/export of contacts, history, or workflows.
- Insurance Core System Integration
- Supports integration with policy admin, claims management, and underwriting systems.
- Open API Access
- Provides documented APIs for integration with third-party systems.
- Prebuilt CRM Integrations
- Out-of-the-box connectors for major CRMs (e.g. Salesforce, Microsoft Dynamics).
- Scripting and Custom Modules
- Custom logic or integrations can be added by developers.
- Webhook Support
- Enables event-driven push notifications to external systems.
Knowledge Base & Agent Assistance
Provides agents with quick access to policies, procedures, and FAQs to facilitate accurate and compliant service.
- AI-powered Suggestions
- Recommends relevant articles or templates during interactions.
- Content Approval Workflow
- Enforces peer or management approval before publication.
- Contextual Help Prompts
- Offers relevant information or reminders based on interaction context.
- Document Upload & Versioning
- Agents can add new documents and update versions with approval process.
- Integrated Knowledge Base
- Centralized, searchable repository of company knowledge and FAQs.
- Knowledge Usage Metrics
- Tracks usage rates of knowledge articles.
- Multilingual Support
- Knowledge base content available in multiple languages.
- Number of Knowledge Articles
- Capacity of the knowledge repository.
Omnichannel Support
The capability to handle customer interactions across multiple channels—phone, email, chat, and social media—ensuring seamless service delivery.
- Automated Channel Routing
- Automatically routes customer inquiries to the best-suited agent based on channel and context.
- Channel Capacity
- Maximum number of concurrent sessions handled per channel.
- Channel Integration
- Support for handling all major customer communication channels within a unified interface.
- Channel Switch Continuity
- Maintains context when a customer moves from one channel to another.
- Email Parsing
- Automatically extracts and categorizes content from inbound emails.
- Mobile App Support
- Supports customer contacts through mobile apps.
- SMS Integration
- Enables two-way interaction via SMS.
- Self-Service Portals
- Empowers customers to find solutions independently across channels.
- Simultaneous Multichannel Sessions
- Ability for agents to manage multiple channels concurrently.
- Social Media Monitoring
- Tracks and responds to customer inquiries from platforms like Twitter, Facebook, Instagram.
- Unified Customer View
- Complete interaction history and profile shown regardless of channel.
Reporting and Analytics
Measurement tools and dashboards that provide insight into team performance, customer satisfaction, and operational trends.
- Custom Report Builder
- Allows users to create tailored reports from raw data.
- Data Export Formats
- Supports export to CSV, Excel, PDF, etc.
- Drill-down Analysis
- Allows detailed exploration of dataset by customer or agent.
- Historical Analytics
- Aggregated performance and trend analysis over custom periods.
- KPIs Monitored
- Number of key metrics tracked out of the box.
- Real-Time Dashboards
- Live updating view of call/chat volumes, response time, SLAs, and more.
- Scheduled Report Delivery
- Automatically sends reports on a set schedule.
Routing and Workflow Automation
Optimizes how incoming requests are prioritized, assigned, and resolved, improving agent efficiency and response times.
- Automated Ticket Assignment
- Automatically assigns cases based on classification and workload.
- Automation Limits
- Maximum number of concurrent workflow automations.
- Average Assignment Speed
- Time taken to assign a new inquiry to an agent.
- Callback Scheduling
- Enables customers to choose a callback time instead of waiting in queue.
- Load Balancing
- Distributes inquiries evenly among available agents.
- Priority Queuing
- Routes urgent requests ahead of routine inquiries.
- Rules-based Escalation
- Automatically escalates unresolved tickets based on pre-set parameters.
- Skill-based Routing
- Directs calls and messages to agents with the relevant expertise.
- Workflow Customization
- Configurable workflows for escalations, follow-ups, and approvals.
Scalability and Availability
Ensures the platform can handle growth and maintain uptime to support critical insurance operations.
- Auto-Scaling
- Automatically adds capacity during traffic spikes.
- Concurrent User Limit
- Maximum number of simultaneous agent logins supported.
- Disaster Recovery Capabilities
- Rapid recovery from technical failures or outages.
- Geographic Redundancy
- Data and service distribution across multiple regions/data centers.
- Maintenance Notification System
- Alerts users to planned downtime or upgrades.
- Peak Load Handling
- Maximum volume of interactions supported per hour during spikes.
- Uptime SLA
- Guaranteed system uptime as a percentage.
Security, Compliance, and Privacy
Measures to protect sensitive insurance and customer data, while meeting regulatory and industry standards.
- Audit Logging
- Detailed logs for compliance and forensics.
- Data Encryption (At Rest & In Transit)
- Protects data integrity and confidentiality.
- Data Retention Policies
- Customizable schedules for retention and deletion.
- GDPR/CCPA Compliance
- Helps meet European and California privacy regulations.
- PHI/PII Masking
- Automatically masks personally identifiable or health information in interactions.
- Role-based Access Control
- Granular control over agent and supervisor permissions.
- Security Certification Level
- Industry certifications (e.g. ISO 27001, SOC 2) held by the platform.
- Single Sign-On (SSO) Support
- Integrates with corporate identity providers.