WIKI Page - Call center
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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
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