Hi guys, welcome again. How are you doing?
This morning I was sitting in my lounge with my cup of coffee thinking about my new topic and I got call from one of my friend who is software developer. Now a days he is working on a software which will use in call centers. I found it interesting and start researching about it. I got lot of stuff on it and will share with you with the interval of time. Today�s let us discuss about some basics.
So today my topics will be what are these call centers software? Are they different from other software? How can we use it? What are different types? Who are main providers?
First question first what are these call center software? These are special software which develop only for call centers to perform their tasks. These software use the similar programming languages like C, C++, .NET etc. to develop.
How it helps in call center?
Run a call center is not easy task. There are so many problems like it�s hard for agents to remember all resolutions and solutions so company build Decision Tree Driven interactive guides for customer services. Actually, Call center software is the software system that allows a company or organization to run a call center.
Types of Call Center Software
- Automatic Call Distributor (ACD), uses a set of instructions to determine who gets the call in system. This helps productivity by assigning inbound agents to incoming calls.
- Computer Telephony Integration (CTI), connects telephone and computer system
- Interactive Voice Response (IVR), allows callers to get access accounts and perform certain tasks from the appropriate department or use the company�s database for assistance.
- Predictive Dialer, it calls list of phone numbers which are connected to outbound agents.
- Call Center Monitoring, use to evaluate agent behaviors, provide timely feedback and support, boost service quality, and cultivate customer experience and loyalty like VPI
- Call Accounting Software, it�s an application that captures, records, and costs telephone usages. Call accounting systems detect outbound and inbound calls, call ring outs, call routings, abandoned calls etc.
- Call Analytics, use to measure the performance of a call center�s customer service representatives individually and as a whole.
- Contact Centre Software, this use to develop applications for chat, email etc.
Call Centre Software Providers
There are so many call center software providers some of them are:
3CX Phone System Pro , Avatar Dialer , Avyukta Intellicall-VoIP +Dialer , Electronic Voice Services,
Enghouse Interactive Call Centre Software ,Enterprise Communications - call centre software and predictive dialer system , Neotel, Newfies-Dialer, A Free and Open Source Autodialer & Call Centre Software Nixxis Contact Suite ,SmartVoice Network ,Promero, Q-Suite Voicent Call Centre Software, ICTBroadcast Call Centre Solution and many more.
In conclusion, software are really playing an important role in call centers like in other organizations. It not only make agents life easy but also save the times for organizations also.
That�s all for today, Keep Commenting :)
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