Call Center
A call center is a sophisticated voice operations center that provides a full range of high-volume, inbound or outbound call-handling services,
typically including customer support, operator services and directory assistance. It generally refers to reservations centers, help desks, information
lines or customer service centers. A call center consists of a complex telecommunication infrastructures, sophisticated computer systems and
skilled service representatives organized to effectively manage the incoming and outgoing telephone calls. A call center may also
provide multilingual call-handling, credit services, telemarketing and web-based services.
Call Center Software
Virtual Call Center Software Virtual Call Center is a multi-setting environment call center supported by sophisticated call center software.
The workforce in virtual call center setting can accept and make calls from a remote office or from home. Call center software provides
all of the monitoring and control technology to make this scenario possible.
Intelligent Agents Intelligent agents built into call center software is smart enough to answer customer inquiries on its own, and even contact
the customers or prospects with announcements and alerts.
Call Center Scheduling Software Scheduling software creates agent employee schedules from a database that includes agent information,
shift definitions, agent availability, agent preferences and agent priorities.
Call Center Management Software It provides real time reporting, digital voice recording and supports Do Not Call (DNC) Compliance.
Call center software is tightly integrated with customer relationship management (CRM) system for easy access of contact information and support
knowledge base.
Related Topics
Benefits of Hosted CRM
Mobile CRM and Wireless CRM - Infrastructures, Benefits and Vendors
Critical Successful Factors of CRM Implementation
Cost of CRM - What does CRM really cost?
Call Center Management Software - Features, Pricing and Vendors
Call Center Scheduling Software - Features, Pricing and Vendors
Call Center Database Software - Features, Pricing and Vendors
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