Call Center Software Key Terms

Get to know call center software terminology

A call center is an operation where agents answer incoming calls or make outgoing calls. Some of the areas that use call centers include help desks, telemarketing, collections, customer service, catalog sales and reservations. Call center software is a must for running an efficient call center and includes many features to make the call center productive and well managed. There are many choices in call center software vendors and a wide variety of types and features in call center software. Learn some of the common terminology in call center software to make a choice.

Predictive dialing

A predictive dialer automatically dials phone numbers and then connects live calls with available agents. It saves time and increases productivity for agents, since they don't have to spend time dialing numbers. It also drops calls that are not live and can be programmed to avoid numbers that are on the Do Not Call List.

Automatic call distributor, ACD

An automatic call distributor or ACD is used to handle incoming calls. As part of the software, the ACD accesses a database for instructions on routing the call and sends the call to an appropriate available agent. It also produces reports about incoming calls and agent performance.

In-house call center

In-house call centers are located within your business, with servers and call center software running right on your network. You'll have more control over your software with an in-house system, but it also means a greater investment in equipment, servers and technical support staff to maintain the system. Most large call center software vendors, like Digisoft, Cisco and Avaya, offer complete in-house systems.

Virtual call center

Virtual, or hosted, call center software resides on a vendor's servers. Calls are routed to your remote or in-house call center employees' desktops either through the Internet or a phone line.

VoIP

VoIP (Voice over Internet Protocol) is technology that allows customers to make and receive calls over an Internet connection instead of traditional phone lines. It is supported by most call center software. VoIP is becoming prevalent for business and home use and can offer significant cost savings.
Federal Communications Commission provides a complete overview of VoIP.

Customer relationship management

Most call center software packages integrate tools for customer relationship management, commonly abbreviated CRM. CRM involves improving interactions with customers and customizing interactions to meet their needs.

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