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): 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.
Benefits of Virtual Call Center Software Solutions
Following is the list of advantages of virtual call center software solutions available in the market. These call center software solutions provide you many kinds of inbuilt features like call center monitoring software, dialer software, online reporting software etc.
1. BOOSTS REVENUE
More active and targeted outreach, higher-quality calls. More sales calls and higher hit rates.
2. CUTS COST
No infrastructure required.
3. PROVIDES A REAL-TIME VIEW
Can I know how many calls was made today? Can I listen to some call recordings? These all are possible with customer call center softwares.
4. BOTH FOR INDIVIDUALS AND TEAMS
Scales easily from 1 to 10,000 users. Just add workstations as you grow.
5. INTERFACE SALES PEOPLE LOVE
Select your preferred calling method and start calling. System takes care of callbacks ...
6. FEATURES FOR TEAM LEADERS
Upload and cleanup contacts, manage staff, reports and call recordings.
7. RICH COMMUNICATION OPTIONS
Link SMS and email to outreach campaigns. Use as a standalone tool or on top of any CRM
8. LOW SYSTEM REQUIREMENTS
You need just a computer, head phones and a normal internet connection.
9. YOUR ONE-STOP SHOP
You can get everything you need from customer call center softwares. Also operator services and lead databases.
Cloud Based Professional Online Customer Call Center Software Solutions
With Cloud based customer call center solutions, you just need to focus on your Call Center, not your infrastructure.
To get started with the cloud based customer call center software, simply supply agents with computers, headsets and broadband internet connections, and cloud based customer call center will do the rest.
Cloud Based Professional Online Customer Call Center Solutions can be installed very easily and quickly. You can manage your agents and reconfigure your system at will very easily. Cloud based call center softwares keep your call center running 24/7 at the highest level of reliability.
With cloud based call center system there are no capital costs, no expensive infrastructure, and no leased phone lines. As an on-demand service, cloud based call center softwares response flexibly to any changes in agent staffing—peak times, seasonal campaigns, remote agents, outsourcing, and off-shoring.
Online cloud based call center softwares have easy-to-use tools that let you manage your agents and reconfigure your virtual call center quickly, effectively and on-demand. Cloud based call center infrastructure has ability to supply new phone lines and increased capacity on-demand means you can scale up or down at any time to meet your changing needs.
Need of Professional Online Customer Call Center Software Solution to any Company
Professional Online Customer Call Center Software Solution are important for any call center providing inbound, outbound or blended customer call services. There are variety of customer call center software solutions available in market.
Whether your customer call center is inbound, outbound or blended, Professional Online Call Center Software Solution products include all of the features you need to run your operations effectively while lowering your costs.
For an Inbound Call Center, Call Center Software's easy-to-use IVR and ACD features give you the tools to provide exceptional customer service while lowering operational costs.
For an Outbound Call Center, Predictive Dialers keep your agents productive and increase your sales revenues.
Blended Customer Call Center system delivers the best of both worlds, offering fully-integrated inbound and outbound capabilities.
For advanced voice self-service applications, Call Center Softwares offer an IVR with Speech Recognition that delivers robust speech application technology with the same easy-to-use graphical user interface for development that is provided in the Inbound Call Center.
To optimize your staffing costs and improve agent productivity, Customer Call Center Softwares provides an integrated Workforce Management solution. And, for any call center operation, Call Center Software Quality Monitoring, Call Recording and Agent Scripting features help you ensure your operations run effectively.
200 Call Center Workforce Management Softwares and Solutions
Here is the list of 200 top and popular Call Center Workforce Management Softwares and Solutions. These softwares help in quality management of call centers. These call center softwares and solutions increase performance of call center. Some of the below softwares are hosted virtual call center softwares and solutions. Some are outbound and some are inbound call center softwares.
1. 01 Communique - Im OnCall
Secure web-based remote control of a customer's PC, within seconds of the customer's call for help.
2. 1Call - Infinity
Hospital Call Center Software.
3. 3D Communications - 3D Communications
Serves as the key link between you and the solutions you need from the major carriers in the telecom industry today.
4. Aastra Technologies - Centergy
Premise-based contact center for global enterprises with thousands of agents; handles more than 1.5 million busy-hour call completions.
5. Aavaz - Aavaz
Web-based telemarketing software that enables you to run any calling campaign successfully.
6. Abacus Group - Abacus Cloud
Open source billing management platform for PBX, VoIP gateways, IP phone systems, wireless, routers, data switches.