It is 2025, and “good enough” support no longer cuts it.
Customers jump from a WhatsApp chat to a voice call to a social media DM in the same breath. Besides, they rate you in real-time.
Your agents are scattered across offices, living rooms, and coffee shops while compliance rules tighten, budgets shrink, and everyone wants AI to solve yesterday’s tickets before lunch.
Against this backdrop, the decisions you make about your contact center stack matter more than ever. The right omnichannel contact center solution can be the difference between customer delight and dissatisfaction
Which features are truly essential for a modern, cloud-first operation?
Shall we begin listing the must-have features?
10 non-negotiables for a cloud call center in 2025
1. Omnichannel orchestration
Customers wave through voice, chat, SMS, social, and video in a single issue. Orchestration keeps one session ID alive across channels.
All of us have used food delivery apps at some point, and look at how seamlessly they function. I ordered a chicken sandwich using the app, and I was delivered a vegetable sandwich. I raised a ticket on the app chat and moved to a video to show the agent the delivered sandwich.
It was the same ticket with no retelling. I was provided a refund immediately, and the vegetable sandwich was given as a compliment.
2. AI agent assist
With AI assistants, you can cut down on average handling time (AHT) and agents’ training and coaching time. You can do this by surfacing knowledge articles, suggesting empathy phrases, next-best actions, and draft wrap-ups.
One of our customers in the insurance domain closed tickets 20% faster once agent-assist began auto-filling customer information and next-best actions.
3. Real-time intent and sentiment detection
With this, you can flag churn risks, compliance issues, or spikes in payment-failed complaints. You can proactively start to address them.
Our real-time analytics tool helped one of our ISP customers save 14% of cancellation calls. We did this by piping “I’m switching providers” intents to a retention queue.
4. Drag and drop IVR and chatbot designer
In any call center, it is the operations that own call flows and self-service and not developers. So, a drag-and-drop designer would help customize the call flows and self-service easily.
One of our eCommerce customers’ operations team created a chatbot that answers customers’ “When will I get my refund?” questions. As the customers could get their answers from the chatbot, about 15% fewer people phoned every day.
5 Asynchronous messaging inbox
The platform can pull messages from WhatsApp, iMessage, Instagram DMs, and email into a single, chat-style conversation thread on the agent’s screen as a unified view. The agent does not have to keep four separate windows open or switch tools.
An agent can possibly handle five different conversations at the same time and prioritize them while addressing all of them within SLAs. For instance, they’d focus on handling voice calls while still responding to WhatsApp and Insta messages.
6 Outbound with consent intelligence
Here, the dialer checks TCPA flags, time-zone rules, and opt-ins before each call or SMS, making it the most important compliance tool.
One of our debt collection customers wanted to run a delinquency campaign that auto-skipped customers based on FDCPA rules like calling frequency and time of calls. It was fully automated, and you don’t have to worry about regulatory fines.
7. Built-in workforce engagement
With workforce engagement, you can forecast, self-schedule, display scorecards, and coach agents all in the same UI.
A loan aggregator customer wanted to scale up and down the agents based on their business needs. Our workforce engagement platform helped them post gig shifts, where the agents could tap claim to take a gig shift or ignore if they weren’t available. They were able to manage up to 40% variance in the number of agents.
8. API-friendly cloud telephony
SIP trunks and REST hooks let you swap carriers or pop up a new region fast.
A fintech customer launched support in three regions in 48 hours by pointing its new DID range at the same cloud Automatic Call Distribution (ACD).
9. Smart outbound dialers
You should have the choice of predictive, progressive, and preview dialers with near-perfect answering-machine detection.
A collections BPO customer saw a 30% increase in right-party contacts after tuning answering machine detection.
10. Security and compliance
Is your platform compliant with GDPR, TCPA, CCPA, HIPAA, PCI-DSS, Reg-F, FDCPA, FedRamp, ISAE 3402 Type II specifications, DoT, and TRAI regulations?
As a call center, this gives you a huge fillip as you can handle customers across verticals, as your platform is compliant with almost every possible standard and regulation.
Does ClearTouch check every box?
ClearTouch rolls the ten must-haves into a single, AI-infused stack.
Unlike fragmented tools, ClearTouch is a full-featured cloud call center solution built for performance, compliance, and scale.
This is what we deliver:
- Omnichannel orchestration is done across voice, chat, SMS, WhatsApp, social media, website, and mobile.
- AI-powered agent assist, auto-wrap, and sentiment analysis
- Compliance across all the standards and regulations like GDPR, TCPA, CCPA, HIPAA, PCI-DSS, Reg-F, FDCPA, FedRamp, ISAE 3402 specifications, DoT and TRAI regulations.
- Customize and configure workflows seamlessly.
- Native workforce engagement that helps in scheduling and forecasting easily
- 24×7 support across email, voice, and WhatsApp where the SLAs are in hours and not in days
- Make your new regions operational within hours and not quarters.
- Predictive, progressive, preview, and voice broadcasting with 98% answering machine detection
- Voice and sentiment analysis to pinpoint awkward silences, keywords, regulatory red flags, and training agents
In 2025, great customer experience is lean, AI-powered, and cloud-native. Adopt the ten essentials and hand your agents a platform that’s as sharp as your customer’s expectations.
ClearTouch already bundles the must-haves and scales with you. With us, you can spend your day providing exceptional customer experiences instead of figuring out your infrastructure.
Make the move to a cloud call center platform using the essentials mentioned here. Your customers and your KPIs will thank you.
(DISCLAIMER: The information in this article does not necessarily reflect the views of The Global Hues. We make no representation or warranty of any kind, express or implied, regarding the accuracy, adequacy, validity, reliability, availability or completeness of any information in this article.)
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