Wednesday, 31 October 2012

Types of Professional Online Call Center Software Solutions

Types of Professional Online Call Center Software Solutions

This article covers various types of professional online call center software solutions present in market. Some of these are Automatic Call Distributor (ACD), Computer Telephony Integration (CTI), Interactive Voice Response (IVR), Predictive Dialer, Call Center Monitoring, Call Accounting Software, Call Analytics. We will discuss these one by one. You can choose from these as per per your need.

First, lets understand what is a professional online call center software solution?

Call center software is the software system that allows a company or organization to run a call center.

There are hundreds of different providers of call center software across the globe, and every call center software system has its pros and cons. When selecting the right call center software for your business, contact center, or call center, it's important to decide which features you want your phone system to have.

Types of Professional Online Call Center Software Solution

1. Automatic Call Distributor (ACD)
2. Computer Telephony Integration (CTI)
3. Interactive Voice Response (IVR)
4. Predictive Dialer
5. Call Center Monitoring
6. Call Accounting Software
7. Call Analytics

1. Automatic Call Distributor (ACD): ACD helps productivity by assigning inbound agents to incoming calls. The automatic call distributor uses a set of instructions to determine who gets the call in the system. The algorithm can route calls based on agent skill or whoever has an idle phone. ACD can use caller ID or automatic number identification, but usually interactive voice response is enough to help the system determine the reason for the call.

2. Computer Telephony Integration (CTI): An automatic call distributor can also take advantage of computer telephony integration. Agents can receive relevant data on their computers along with the incoming call.

3. Interactive Voice Response (IVR): Computer telephony integration is a broad category of software that connects telephone and computer systems. Computer telephony integration software can have both desktop and server functions. Various applications make up a system that can control phones, display call information, and route and report calls.

Interactive voice response allows callers to route themselves to the appropriate department or use the company’s database for assistance. More sophisticated interactive voice response systems can access accounts and perform certain tasks, such as activating a credit card through a bank’s phone system. IVR involves using dial tone multi-frequency or voice commands. In the VoIP industry, a PBX auto attendant is near interchangeable with IVR. However, auto attendants are not capable of speech recognition.

4. Predictive Dialer: A predictive dialer calls a list of phone numbers at once. Outbound agents are then connected to the numbers that answer. A predictive dialer uses calculations to minimize the idle time of agents and the potential of losing answered calls when no agents are available.

No comments:

Post a Comment