Edit WIKI Page - Call center

=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== ** [http://www.oracle.com/crmondemand/products/call-center/index.html Oracle CRM Call Center On Demand] ** [http://www.dialresults.com/hosted.php Hosted Call Center on Dialresults] ** [http://www.stratasoft.com/products/call-center-software.asp Call Center SOftware on Stratasoft] ** [http://www.prettymay.net/ PrettyMay Call Center from Skype] Open Source alternatives: ** [http://www.iterating.com/products/Call_Center_Reloaded Call Center Reloaded] ** [http://www.iterating.com/products/Call_Center_Software_NCH Call Center Software NCH] ==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== *[http://www.iterating.com/productclasses/Call_centre/forum Call Center Forum] ==See Also== [http://www.incoming.com/ The International Customer Management Institute] = What's there to do here= ==Participate or just Stare== {| |- |[[Image:Alinutza/look.JPG]] |Take a look at a list with [http://www.iterating.com/productclasses/Call_centre/products 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== {| |- |[[Image:Alinutza/write.JPG]] |You can create list of features and have them [http://www.iterating.com/productclasses/Call_centre/compareProducts compared] to see why similar applications are better |} ==Bla bla bla== {| |- |[[Image:Alinutza/chat.JPG]] |Start [http://www.iterating.com/productclasses/Call_centre/forum 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= {| |- |[[Image:Alinutza/pen.JPG]] |[http://www.iterating.com/product/new?belongsTo=http%3A%2F%2Fwww.iterating.com%2Fdata%2Fproductclasses%2FCall_centre&src=productclasses%2FCall_centre Add your favorite app] To start competing for the first cup |}

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