Call Center Management Software: Types and Features

Nowadays, business owners look for technologies that can facilitate their multi communication channels and a cloud-based call center management system seems to be the perfect solution for them. It is a myth that call center management system or software is created just for call centers and not for SMEs or MNCs that are operating other businesses. However, with

our call center management system, Nubitel Customer Engagement Solution, you can enjoy the privilege of a call center infrastructure that has been created especially for companies that are doing customer service or communicate with their customers through various communication channels. Our call center software helps you in managing multiple communication channels like phone, email, instant messaging, live chat, SMS support or social media. 

One of the best uses of a call center management system comes in customer support or in a help desk software that features ticketing service to help agents respond to customer queries and resolve issues. There are two types of call center management software: On-Premise Software System-  These are usually sold to private owners with an on-time utilization license in which the corporate user takes care of the upgrade and maintenance. These usually need the installation of private branch hardware and equipment and are the foremost skilled type. However, they are highly overpriced and filled with hassles.

Cloud-Based Call Center System

A popular and more affordable alternative to the on-premise software system, the cloud-based call center system does not require any downloading or installing software. The call center is accessible from any part of the world as it is hosted in the cloud.
Now that you have decided the type of hosting you need, you need to find the perfect call center management system for yourself. Those features can make a big difference when it comes to quality of customer service, such as time measuring or system tracking. Here are a few useful features available in modern call center software management systems that you should definitely look out for-
Call Recording

An important feature, call recording helps operators and supervisors to record the phone calls and store them in the server. This feature enables the customer service managers to train new agents as well as set a benchmark for quality. The supervisors can also replay critical calls again and again for better understanding of the caller’s needs. Moreover, in case of a dispute between a customer and an agent, the call recordings come in handy to resolve the issue effectively.

Automatic Call Distribution

If there is one thing a customer hates, it’s waiting. Hence an automatic call distributor (ACD) is a crucial tool that a call center management software must have. An ACD is capable of routing the calls automatically to the right agent and therefore reducing wastage of time. When setting up a cloud-based call center management system, you can easily customize automatic routing based on your preferred routing rules. Some of the ways in which you can route your calls are through performance-based routing, location-based routing, routing calls to an idle system, or least occupied routing, etc.

Monitoring and Reporting

No business wants to lose money unnecessarily and the reporting feature in a call center software ensures to save your cost and resource tremendously. Through the monitoring and reporting feature allows operators to track the performance of their agents as well as analyze the call duration, call costs, basically every call analytics needed like calls per day/line/agent/department etc. You can also check out the average duration of calls, average abandoning rates, the service level and more. These metrics can help the supervisors make detailed decisions on issues such as employee performance or training needs.

Intelligent Routing

Intelligent routing is one of the top features for any call center management software in the current times. Ideally, every operator wants the calls to reach the agents who would be able to serve the customer best. Skill-based routing or intelligent routing is an extension of ACD and this when enabled routes the call directly to the relevant authority based on the agent's skill and expertise . This feature saves time for both the agents and the customers.

Nubitel Cx is a call management software that provides all the above features. It is one of the solutions provided by Nubitel, one of the best software solution providers in Malaysia. Our services also include VoIP phone service, IVRS, Call automation, etc. We are one of the best options when it comes to a call center system software for small business houses. Visit our website https://nubitel.co/my to know more about us. 

Multichannel vs Omnichannel and its Impact on Contact Center Solution

If you belong to the customer service industry you probably have learned several two terms such as “multichannel” and Omnichannel Contact Center Solution Commonly applied when discussing customer experience, these new keywords are often used interchangeably and can be confusing to organizations. By examining and better understanding these terms, we can discuss this matter for better clarification about this matter. Multichannel marketing means by which companies negotiate with customers via multiple channels. It may be both direct and indirect, in order to sell them goods and services. To reach audience company use direct channels – such as physical stores, catalogues or direct mail – or indirect ones in which they push content via websites or social media, also known as inbound marketing. Multichannel means several types of medium through which companies can touch their audience through mobile devices, text messaging, email, company website, social media, search engine optimization (SEO) or GPS to track customers' proximity to goods and services.


With so many communications channels are running now, the voice is seemingly distorted in an omnichannel contact center. In the modern era, we now live in a world of texting, chatting, self-service and tweets, which must spell doom for voice, right? Well, not exactly. The literal meaning of ‘omni’ means to ‘all’. So, if we say Omni-channel customer service, it presents that we are referring to an arrangement strategy which caters to your clients via all channels or mediums of support. It is without a doubt more streamlined, more transparent, clearer, more user-friendly and makes it easy for your customers to raise and get their queries addressed. Another great aspect which it offers is in terms of its compatibility. The user has the freedom to utilize all mediums of the evaluation and can also easily switch between them, without any major hindrance or drawbacks, like loss of information, need to repeat or reiterate. This is one improvement which makes Omni-channel the go-to strategy and more and more companies are adopting this strategy. It also saves that your customers develop a deeply personalized relationship with your company’s brand and image, as your brand is available for them to review and evaluate throughout all mediums of the communication. The clients then start viewing your brand as one social entity and engagement with you on a personal level. This gives call center reps a great window of opportunity for earning trust and building rapport with prospects. Now, that the main difference is clear among these two strategic plans, it can also be delivered that companies who participate customers using Omni-Channel Customer Service experience higher customer retention rate of up to 90%, as compared to companies who prefer to use the other option.



Nubitel, is one of the leading omnichannel contact center solution provider in Malaysia. Our call center solution enhances the company to handle customer interactions. Traditionally, call center software solutions have been equated with only voice interactions. But, as time progressed, the customers have moved on from only voice calls to another mode of communication channels. With call center solutions the agents can place outgoing calls, handle incoming calls, track key call center metrics, perform workforce management, and upload automated scripts.                                       

What VOIP Phone System Features Should Small Business

The demand for the VOIP phone system is skyrocketing due to its advantages over the premise PBX system. The efficiency and flexibility of the VOIP system has gained it a lot of traction in the last decade. This internet-based call system not only simplifies the client management but it also overcomes the limitations of the private branch exchange (PBX) phone systems. With the VOIP-PBX phone system moving into the enterprise space, let’s see the must-have features of a VOIP phone system for small business and its benefits.

What are the benefits of the VOIP phone system?

●Easy to install, configure and maintain- you do not need intensive technical know-how to install the IP phone. There is no need for an expert to set the system or maintain it. Adding new users or changing the configuration of the system is quite simple and easy. 

●    Extremely cost-effective - you can realign or remove the line anytime you shift your office location.  It is hassle-free to add a new number with every new employee you hire. Also, the VOIP phone system is cost-competitive, which means you can save extra money that you would have otherwise invested in installing the right number of the traditional phone system. Thus it becomes quite cheaper to its contrary as the system ensures easy sharing of one phone system across all branches or offices nationwide.  

●    VOIP integrates with other business - the biggest advantage of VOIP system is the ease of accessing the voice mail transcriptions, customer’s record through inbound calls and placing the outbound calls through outlook. It is easy to divert the calls anywhere in the world due to cloud-hosted VoIP phone system features.

What are the must-have VOIP phone system features?

Call forwarding

This feature lets you forward your incoming calls to another telephone number. You can choose to send calls to your home phone, mobile phone or another employee or location.Flexibility and mobility are characteristics of successful, modern businesses. The ability to work from anywhere is important because customers have come to expect a consistently open line of communication.
With call-forwarding, employees can be reached whether they’re on their way to a meeting or on a business trip overseas. 

Interactive voice response

This feature will help you direct callers to a professional, automated menu. Therefore, you can ensure a polished response to the callers even after business hours. IVR features also facilitate adjusting the caller ID location for each user. This is one of the chief benefits as you can let remote callers work out of your main branch.  

Inexpensive long-distance calling

You can avoid the long-distance charges because the VoIP phone system helps you place both domestic and international calls. VoIP smoothes out all the hard work whether to reroute calls to a satellite office or to respond immediately during unforeseen events.

Customizable user templates 

When expanding your small business it becomes quite a hassle when you have to add or remove the users, or manage phone lines due to its sheer number. However, the VoIP system solves this problem. It is easy to manage the user profiles via an online web portal as it allows you to customize the user benefits. This means that you can block or allow only specific people to access international calls. Controlling the employee access will also help you secure your business dealings.
Software integration

The facility of integrating the VOIP functions with other communication tools like video conferencing, desktop chat rooms and web presentation services. You do not need to put any extra efforts in handling different communication platforms from different applications.


These are some of the main features that are offered by a VoIP Phone System for small businesses. Once installed the system becomes an incredible asset to your business especially when you have some of the employees working off-site. Your company can improve their mobile workforce with a cloud IP-Telephone. However, you must consult the best VOIP provider in Malaysia to leverage the advantages of this amazing computer-to-phone collaboration. To know more about VOIP phone system, visit Nubitel, which is also the best cloud unified communication in Asia.