Call Center Technology

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:

• IVR (Interactive Voice Response)
• WFM (Workforce Management)
• Softphone Software CTI enable phone applications
• Customer Satisfaction Research to monitor agent behavior and effectiveness

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See Also

• Call Center
• Call Center Software
• Call Center Statistics
• Call Center Analytics
• Call Center Monitoring

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

• Call Center Management, from Voicent Communications - Powerful software tool to automatically monitor and manage regulatory compliance and call center training and efficiency.
• Crystal Call Center New and improved version 4.65 is released.More reports, Download the FREE and fully-functional evaluation version. http://www.tikalnetworks.com/voip/index.php?cid=49
• Comprehensive enterprise-grade VoIP call center solution bundled with Asterisk
• Exelysis Call Center Solution
• IVR and voice broadcasting services