Call center technology encompasses a wide range of telecommunications hardware and software including automated phone systems capable of answering incoming phone calls and performing outbound autodialing.
A call center is a department within an organization or a standalone company typically comprised of telephone agents (customer service reps, salesmen, etc) who either accept incoming calls or make outgoing calls. Call centers can be completely automated, processing incoming and outgoing calls using automation with no human agents involved in the process.
Software applications typically associated with calls centers are CRM (Customer Relationship Management) programs. The following technology is typically associated with a call center phone system:
A call center is a department within an organization or a standalone company typically comprised of telephone agents (customer service reps, salesmen, etc) who either accept incoming calls or make outgoing calls. Call centers can be completely automated, processing incoming and outgoing calls using automation with no human agents involved in the process.
Software applications typically associated with calls centers are CRM (Customer Relationship Management) programs. The following technology is typically associated with a call center phone system:
- IVR (Interactive Voice Response)
- WFM (Workforce Management)
- Softphone Software CTI enable phone applications
- Customer Satisfaction Research to monitor agent behavior and effectiveness
See Also
Vendor Information
Call Center Simulation Models
- Voice Broadcast Simulation Models and Analysis
- IVR System Simulation Model Program
- Autodialer Software Simulation Model Program
Call Center Applications
- Ameyo Call Center Platform is an all-in-one communication suite for Contact Centers and Enterprises offering next-generation information and communications management capabilities including ACD, IP-PBX, CTI, IVR, Predictive dialer, Voice Logger, Unified Presence, Sales Management, Customer Care, and Reporting.
- QueueMetrics is a powerful call-center monitoring and reporting suite for the Asterisk PBX, offering extensive statistics, QA and real-time views
- WombatDialer is a dialer / telecasting application for the Asterisk PBX
- Vicidial and Goautodial is a software that acts as a complete inbound/outbound call center center suite most used as a predictive dialer on telemarketing campaigns.
- Call Center Management, from Voicent Communications - Powerful software tool to automatically monitor and manage regulatory compliance and call center training and efficiency.
