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
