Call Center Software

What is Call Center Software?

Call center software is the software that drives the call management features of a call center. Call centers handle inbound and/or outbound calls in large volumes, so call center software is deployed to increase the efficiency of or automate the call management of call center services.

Call center software will:

  • Improve customer satisfaction
  • Improve work efficiency
  • Decrease telephone and training costs
  • Collect statistics on calls for quality control

Call Center Software Providers

Call Center Software Applications

Call center software providers mostly offer call center software as individual modules to accommodate the varied needs of call center services. However, there are some providers like 8x8 and Voicent that offer packaged plans for added convenience.

Popular call center software applications are:

  • Interactive Voice Response (IVR)
  • Automatic Call Distributor (ACD)
  • Call center analytics/monitoring
  • Computer Telephony Integration (CTI)
  • Customer Relationship Management (CRM) integration
  • Predictive Dialer
  • Workforce Management

Interactive Voice Response (IVR)

The Interactive Voice Response (IVR) feature of a call center service is the first point of contact and automates the interactions with callers. The IVR makes call classification and transferring more efficient, and it can provide assistance with routine inquiries. Customers can interact with an IVR by speech or telephone keypad to get basic information or to be routed to a representative.

Automatic Call Distributor (ACD)

The Automatic Call Distributor (ACD) intelligently routes the incoming calls based on pre-configured rules. The ACD works in conjunction with an Interactive Voice Response system to determine the reason of the call so the caller can be routed to an appropriate representative.

Call Center Analytics or Call Center Monitoring

Call center monitoring collects data for evaluation to:

  • Ensure consistent high-quality customer service
  • Identify areas of improvement
  • Gauge customer satisfaction

Computer Telephony Integration (CTI)

This call center service technology integrates the interactions between the telephone and the computer for increased efficiency. CTI applications run from a user’s desktop and can:

  • Recognize voice to process and route calls
  • Provide IVR systems for routine customer inquiries
  • Display and transfer customer information along with the call
  • Auto or predictive dial
  • Manage calls and voice or video conferences
  • Receive and route faxes

Customer Relationship Management (CRM) Integration

Easily integrate your existing Customer Relationship Management software like Salesforce or Netsuite with the call center software for improved customer support, marketing, and collections calls.

Predictive Dialer

The Predictive Dialer application is an algorithm-based process that automatically dials telephone numbers in sequence and screens out busy signals, answering machines, and calls with no answer. Call center services with high volumes of outbound calls increase the amount of live connections an employee makes an hour with this call center software application.

Workforce Management

Workforce management call center software evaluates the data collected by the call center software for monitoring. Workforce management will produce optimized staffing schedules based on call forecasts and skill demand analysis to reduce costs from over-staffing and strain from under-staffing.

Contact Center Software vs. Call Center Software

Contact centers are similar to call centers, but they offer more than just the voice-based communications of call center services. Call centers only provide voice-based software as well, thus, contact center software is more robust than call center software because it offers multimedia capabilities.

Contact center software allows the customers to communicate with agents through whichever way is most convenient for them:

  • IM chat
  • Email
  • Mail
  • Web-based support desks and forums