Call Center Technology & Software

Here you’ll find a comprehensive list of the critical and cutting-edge technology call centers, small and large, must have. 

Call Center Technology & Software

  • Telephone network
  • Data network/Internet
  • Automatic call distribution (ACD)
  • IVR – Interactive voice response system
  • Predictive dialer
  • Web-enabling applications: email, chat, collaboration
  • CRM tools for contact management complaint logging
  • Computer-telephone-integration  (CTI) software and hardware
  • Agent performance dashboard
  • Workforce management software
  • Call forecasting software
  • Call recording equipment/ screen capture
  • Data warehouse for data collection

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