10 Features To Look for in Contact Centre Software for Control Rooms

Enghouse explains the top contact centre software features that enable control room operators in critical infrastructure to maintain seamless, reliable communication during high-stress situations and emergencies

Amidst smooth operations and routine tasks, control rooms at critical infrastructure companies experience moments when they must metaphorically put out fires caused by deviations from regular operations, such as equipment failure, accidents, natural calamities, etc.

For instance, operators in the traffic control room scramble as news of a major accident surfaces. Monitors flash with live traffic feeds showing a massive jam.

Operators urgently coordinate to dispatch emergency vehicles and tow trucks, update digital signage, reroute traffic, and relay critical information to police, fire departments, and ambulances.

Amidst the chaos, they strive to keep the public and stakeholders informed, working tirelessly to restore order and safety.

Amidst the frenzy, every decision is critical, every second vital.

The above scenario is just one of the many high-stress situations control room operators managing critical infrastructure face.

As the nerve centres of any operation, control rooms must maintain real-time oversight and ensure swift deployment of recovery plans during emergencies.

Reliable and seamless communication among the operators necessitates a contact centre for a control room with the features outlined in this article.

Which Ten Features Are Essential in a Contact Centre Software for Control Rooms?

Operators understand how to maintain efficient operations in a control room. We have spoken extensively with these operators to understand their working environment and requirements.

Based on their input, the features listed below are critical to providing clear visibility and ease of access for performing their core functions from a communication perspective. Let’s dive in.

• Resilience and reliability
• Touchscreen-enabled interface
• Color-coded call indicators
• Flexibility
• Clear visibility of team members’ status
• Advanced call features
• Call history
• Call recordings
• Comprehensive contact directory
• Scheduled conferences

1. Resilience and Reliability

Control rooms operate under high-pressure conditions where system failures can have severe consequences. The lack of reliable systems can disrupt operations and delay critical responses.

While disruptions and accidents are beyond anyone’s control, steps can be taken to ensure continuous communication in critical environments.

Continuous communication can be achieved with communication systems that feature auto-failover capabilities and support geo-redundancy.

Geo-redundant data centres are facilities strategically located in different geographic regions. They duplicate data and services across multiple sites to maintain continuous serviceability, even if one location experiences a failure.

2. TouchScreen-Enabled Interface

Managing multiple screens ranks high among the top challenges control room operators face. Each screen has its mouse and keyboard, adding to the clutter and making it difficult to work efficiently in a cramped workspace.

While a reliable communication system is crucial in any control room, a clutter-free interface without extra devices makes practical sense.

A communication application designed for touchscreen interfaces is ideal in a control room setting. Such an application can consolidate all necessary tools into a user-friendly interface and help operators carry out their tasks.

Moreover, the solution should be ruggedized for heavy use, ensuring it withstands the demands of the control room environment without frequent breakdowns or extensive maintenance.

3. Color-Coded Call Indicators

Control rooms often handle various calls; swiftly distinguishing between them is crucial. Emergency and priority calls, in particular, need to be identified and responded to quickly.

Contact centre software with color-coded call indicators provides visual cues that help operators prioritize calls, especially during high-volume periods. Additionally, these solutions can include distinct alerting sounds to differentiate between calls.

This feature enhances situational awareness and streamlines call management, promptly addressing critical issues.

4. Flexibility

Control room environments are dynamic, often requiring adjustments to workflows, call handling, and team structures. Lack of flexibility in the contact center software can hinder adaptation to these changes.

Selecting a flexible contact center software enables operators or administrators to configure the virtual control room environment to meet their needs. This should include modifying workflows and scaling resources according to current demands.

The solution gets brownie points if it can accomplish this through an intuitive and easy-to-use web interface.

5. Clear Visibility of Team Members’ Status

Operators should know what other team members are doing in a control room environment and when they are available. This helps them manage incoming and outgoing communication and oversee operations effectively.

Contact centre software that provides operators and team members with clear visibility and real-time updates on others’ availability, status, and current tasks can enhance coordination. This leads to improved team performance and faster response times.

6. Advanced Call Features

Basic call-handling features may not meet the complex needs of a control room, where advanced functionalities are often required to manage high volumes of calls and diverse scenarios effectively.

For instance, during a call surge with limited operator availability, features like call parking and subsequent call transfers to other team members can help manage the surge.

Additionally, choosing contact center software that offers features like efficient routing and automated responses (e.g., options to leave a voicemail or request a callback in case of unavailability) can enhance the ability to manage and process calls efficiently.

These features ensure that emergency and priority calls are handled promptly and resources are allocated effectively.

7. Call History

Access to comprehensive call history is necessary for control room staff to track and review past interactions, which can impact follow-up actions.

A contact centre software with a call history feature can allow operators to view records of past calls, including call details, recordings, and caller information, which can help them retrieve necessary information.

Bonus points if the tool can filter between inbound and outbound calls and allow operators to search for call history using the directory.

8. Call Recordings

In the high-stakes environment of control rooms, having call recordings is essential for compliance and dispute resolution.

They are also convenient for operators to review long planning calls, which can be particularly lengthy. Call recordings enable operators to re-listen to parts of the conversation, clarifying and reinforcing their understanding – crucial for planning and safety.

Without recordings, valuable information and insights could be lost.

9. Comprehensive Contact Directory

In control rooms, quickly accessing contact information for team members and external stakeholders is crucial. The lack of an organized directory can lead to delayed communication.

For instance, a control room that manages critical infrastructure should have a directory with contact information for all personnel needed for planning, maintenance, incident recovery, and disaster management.

Moreover, the communication application should allow contacting these personnel with the click of a button within the tool.

The software should also have intuitive interfaces for adding or editing contacts. Bonus points if it allows adding contacts from third-party systems.

10. Scheduled Conferencing

In control room situations, planning and maintenance calls often require the participation of people across various job roles and locations. These could include engineers on-site who need to be part of the call.

Your contact centre software should allow users to add contacts from the directory and set a meeting time. The software should notify participants at the scheduled time and facilitate their joining the call.

This feature addresses a significant issue for operators, eliminating the need to manually call engineers on-site and ask them to join the calls.

Frequently Asked Questions

Which Features Should You Look For in Contact Centre Software For Control Rooms?

The key features for control room software should include resilience and reliability, a touchscreen-enabled interface, color-coded call indicators, flexibility, and advanced call features.

What is the Most Crucial Aspect to Look For in Contact Centre Software For Control Rooms?

The most crucial aspects are resilience and reliability. The software must guarantee continuous operation and robust performance, even during system failures, ensuring effective communication in high-pressure control room environments.

This blog post has been re-published by kind permission of Enghouse Interactive – View the Original Article

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Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.

Author: Enghouse Interactive
Reviewed by: Rachael Trickey