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Call Center Software: Mid-Sized Business (101-2500), CTI

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Guide to Buying Call Center Software

By Matt Alderton

Telecommunications

User Rating

9.1
out of 10

At its best, call center software can make your business stronger and your customers happier.

Call center software can transform your office into an efficient and seamless customer service call center -- and your clients won't ever have to know if there are three or 300 customer service agents on the line. Effective call center solutions can direct incoming and outgoing calls based on your customer database. Call center software will help you: 1. Enhance customer service, as call center software gets your customers the ... Read more

Features

Options include automatic call distribution, auto dialer, call blending, CTI, IVR and predictive dialer. Ask if there's a demo available to take these call center management software features for a spin.

Automatic call distribution software routes inbound calls based on several factors, such as a customer's situation or the products he or she has already purchased. A strong ACD system dramatically reduces waiting times, increasing customer satisfaction.
A call center software auto dialer makes automatic outbound calls to customers in order to deliver pre-recorded messages such as appointment reminders, collection messages and product updates.
If your agents need to switch seamlessly between inbound and outbound calling, look for call center monitoring software with call blending.
Call center management software with Computer Telephony Integration (CTI) gives customer service agents immediate information about callers; a popular option is "screen pops," which pull information directly from your customer database.
An interactive voice response system (IVR) allows customers to access information independently via their touch-tone phone, without ever having to speak with a live agent.
Predictive dialer software automatically places outbound calls to a pre-loaded list of numbers; unlike auto dialers, predictive dialers let live agents interact with the callers they're dialing.
When buying contact center software, ask if there's a demo available; you can often download a 30-day trial before you decide to purchase the software.

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