Call center management software solutions are similar to contact management software, but are specifically tailored towards meeting the demands of call centers. These solutions aid agents contacting customers or leads, as well as managers overseeing the entire operations within a call center. There are a range of common features that call center management solutions offer: call disposition, call tracking, call logging, call monitoring, call recording, and call scripting; auto dialers; Automatic Call Distribution (ACD); Interactive Voice Response (IVR); employee scheduling, including calendar and time management; employee performance analytics and reporting; and data integration with other software solutions, such as CRMs. Read the full software guide...
Call center management software is utilized by call centers to help streamline both agent and management processes. This type of software combines aspects of both standard business phone systems and customer service solutions. As such, call center management solutions can aid agents with contacting and recording interactions with customers or leads, as well as helping managers to oversee their entire call center operations.
To achieve these outcomes, these solutions can provide a range of features. Common features can include call disposition, call logging, call recording, call monitoring, call tracking, and call scripting. Furthermore, advanced solutions can offer auto dialing, computer telephony integration (CTI), automatic call distribution (ACD), interactive voice response (IVR), calendars and time management, employee scheduling, and employee performance analytics and reporting.
With so many potential features, a key consideration for businesses to make is what will be needed for their current and predicted scale of operations. Small offices may only need a simple solution that essentially functions as a business phone system, whereas large organizations will more likely need a fully fledged solution that allows them to manage numerous clients and agents.
Additionally, especially for those with an existing software stack, it is also worth checking what integrations a particular solution has—such as whether it is compatible with your CRM.
|Analytics||Analyze and gain insights from data including web traffic, campaign conversions, sensoric output and more.|
|API||Application Programming Interfaces (APIs) are programmatic intersections with external products or platforms that allow for custom integrations with your own solutions or other solutions you are using.|
|Auto Dialer||An autodialer automatically dials telephone numbers to either play a recorded message or connect the call to a live person.|
|Automatic Call Distribution||A telephony device that manages the answering and distribution of incoming calls.|
|Batch Permissions & Access||Control user or group access and permission settings for software or other systems.|
|Calendar Management||Manage and update calendars for scheduling or consolidation of events across teams, departments or business functions.|
|Call Disposition||Track the result of calls within call center software.|
|Call Logging||Collect, evaluate and report on analytical data about telephone calls.|
|Call Monitoring||Allows managers to listen in to calls in order to improve agent performance.|
|Call Recording||Record telephone calls and other audio sources.|
|Call Scripting||A preprepared set of discussion points.|
|Call Tracking||Track which of your online and offline marketing efforts are successfully generating calls.|
|Chat||Live text chat with customers, website visitors, mobile contacts and others.|
|Click-to-Dial||Dial telephone numbers with one click.|
|Comparative Reporting||Report across different employees, departments or job functions at the same time to discover hidden potential for improvement|
|Contact Management||Manage large amounts of personal or business contacts in a centralized system.|
|Contact Sharing||Share contacts across teams or platforms to give access to others or to migrate address books across different systems.|
|Custom Data Forms||Create custom forms to collect data and feed it into the database.|
|Customer Management||Manage customer databases and/or track outstanding shipments, payments and more.|
|Dashboard||Dashboards are digital interfaces commonly used to visualise data or give quick access to important features and functions of online platforms. They often serve as an overview gateway in software applications.|
|Data Export||Exporting functionality can be used to streamline the migration of data sets and information across systems, platforms or applications.|
|Data Import||Importing functionality allows you to use data sets from other systems or platforms to cut down on data entry requirements or to more easily migrate records from similar applications you have used in the past.|
|Data Visualization||Data visualization features render a visual interpretation of data sets through the use of charts, infographics and other visual cues generally in form of a reporting dashboard.|
|Email Integration||Integration with email clients or providers to create and send emails as well as view received emails within an application.|
|Escalation Management||The procedure by which a customer's issue is escalated to a more senior company representative.|
|External Integrations||Integrations with other software products or platforms to improve efficiency and compatibility across systems.|
|Interactive Voice Response||Allows a computer to interact with callers, gather information and route calls.|
|Lead Management||Manage business leads to improve sales outreach processes or stay on top of prospect inquiries.|
|Lead Scoring||Manually or automatically assign quality scores to business leads to target / segment sales outreach efforts.|
|Marketing Automation||Automate marketing processes, such as outreach emails, customer engagement, chat replies through the use of chatbots and others.|
|Multi-User||Supports more than just one user account and generally allows for collaboration with colleagues.|
|Notifications||Includes notification support and sends you alerts with information on important events and other time sensitive instances. For example through push notifications on mobile phones or email notifications.|
|Scheduling||Schedule tasks, resources, appointments, payments, communications, etc.|
|Softphone||Similarly to VOIP, Softphone features allow you to make calls via the internet.|
|Supplier Management||Manage suppliers and purchases required in the day-to-day operation of a business.|
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