Call Center Software
What is Call Center Software?
Call center software is a technology tool that increases the effectiveness and efficiency of a call center with specific focus on interactions between customers and in-office or remote call center agents.
Call center software covers the tools used to receive, route, handle and report on customer calls. Typical components include automatic call distribution (ACD) to queue and route calls, interactive voice response (IVR) for menus and simple self-service, an agent interface for answering and transferring calls, call recording, workforce management, and real-time and historical reporting. Many products now also handle chat, email and messaging, which is why the term overlaps with contact center software.
Choosing call center software is usually about fit with existing systems and ways of working. Buyers look at the deployment model (cloud or on-premises), integration with CRM and business applications, support for remote agents, reporting depth and total cost. Common operational measures include service level, average handle time, abandonment rate, first contact resolution and customer satisfaction.
Related: Call center, Cloud contact center software, Contact center software integration, Totalix.