CALL CENTERS- SOFTWARES

This morning I was sitting in my lounge with my cup of coffee thinking about my new topic and I got a call from one of my friends who is a software developer. Nowadays he is working on software that will be used in call centers. I found it interesting and started researching it. I have a lot of stuff on it and will share it with you at the interval of time. Today let us discuss 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 the different types?

Who are the main providers?

First question first what is this Call Center software?
These are special software developed only for call centers to perform their tasks. This software uses similar programming languages like C, C++, .NET, etc. to develop..

How does it help in a call center?

Running a call center is not an easy task. There are so many problems that it’s hard for agents to remember all resolutions and solutions so companies 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 the 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 a list of phone numbers that are connected to outbound agents.
• Call Center Monitoring, is used 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 usage. Call accounting systems detect outbound and inbound calls, call ring-outs, call routings, abandoned calls, etc.
• Call Analytics, is used to measure the performance of a call center’s customer service representatives individually and as a whole.
• Contact Centre Software, this used to develop applications for chat, email, etc.

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 center 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.

Conclusion

In conclusion, software is really playing an important role in call centers like in other organizations. It not only make agents' life easy but also save time for organizations.
Software plays a great role in the insurance industry also, check this article