Page Originally Created by: Stefania.B
Top Rated Products
[see all]
Compare
Create a set of features for Call center so you can compare software applications in this class
Forum
[Start Discussion]

[See all discussions]

Call center (30 products)


[edit] Brief Description

A call center (also spelled call centre) is a main office where call center agents work to receive and transmit information and request all by telephone. Here the agents are supervised and connected to a telecom switch and linked to a corporate computer network. The collective handling can also be made by letter, faxes and emails and the outgoing information refers to telemarketing, clientele and even debt collection. Call centers can be: remote agents (agents which work from home), temporary agents(agents are called if demand increases), virtual call centers (pre-delivery and post-delivery), contact centers(dealing with email, web callback, chat).

Tags: information, support, telephone

[edit] Wiki description

Contents
  1. Call center software applications
    1. Description
    2. Features
    3. Top Competitors
    4. How to Choose
    5. Commnunities
    6. See Also
  2. What's there to do here
    1. Participate or just Stare
    2. Make them compete
    3. Bla bla bla
  3. Add a popular app

Call center software applications

Description

A Call center is a smaller division of a contact center and as supposed is based on telephony technology: is a central office where is received and transmitted information. In a contact center in addition you will handle letters, faxes, emails. Call centers are also used for telemarketing, debt collection and clientele. Most of the time a call center is operated by an agent – each has a telephone, headsets (connected to a telecom switch) and supervisor stations.

Features

  • ACW (After call work - Sometimes called "wrap" or "wrapup")
  • ACD (automatic call distribution)
  • Agent performance analytics
  • AHT (Average Handle Time)
  • ANI (automatic number identification)
  • Automated surveys
  • BTTC (best time to call)/ Outbound call optimization
  • Call Recording (call recording software)
  • CIM (customer interaction management) solutions (Also known as 'Unified' solutions)
  • Chat and Web Collaboration
  • CTI (computer telephony integration)
  • CRM (customer relationship management)
  • Desktop Scripting Solutions
  • Electronic performance support systems
  • Email Management
  • Enterprise Campaign Management
  • Issue tracking system
  • IVR (interactive voice response)
  • Knowledge Management System
  • Outbound predictive dialer
  • Outsourcing
  • Quality Monitoring (call recording software)
  • Speech Analytics
  • Third party verification
  • TTS (text to speech)
  • Virtual queuing
  • Voice analysis
  • Voicemail
  • VoIP
  • Voice recognition
  • WFM (workforce management).

Top Competitors

Open Source alternatives:

How to Choose

Here are some varations of Call Centers

  • Remote Agents –agents that work from home and use internet to connect.
  • Temporary Agents – they are called if demand increases more rapidly than planned.
  • Virtual Call centers –are created using many smaller centers in different locations and connecting them to one another
  • Contact centers – Deal with more media than telephony: email, web callback, internet Chat.

Find as many features as displayed and that software could match what you are looking for

Commnunities

See Also

The International Customer Management Institute

What's there to do here

Participate or just Stare

Take a look at a list with call center popular software applications each with a wikipage that can be edited by anyone. Applications have user ratings and reviews and they compete for the first place in the crowded space of call center applications

Make them compete

You can create list of features and have them compared to see why similar applications are better

Bla bla bla

Start chatting on the forum with other ITerating users about what you think of the multitude of applications that are rising and why do you think very few are really efficient

Add a popular app

Add your favorite app To start competing for the first cup
Resources:  Vendor/Foundation |  Licenses |  Linux Distributions |  Programming Languages |  Programming Interfaces (API) |  Graphical Interfaces (GUI) |  Available Languages