submit query
Loader

Please fill with your details

  • # #
Glossary

What is Call Center Software?

Call center software is a type of software that is designed to support the operations of a call center. It is used to manage and automate various aspects of call center operations, including call routing, agent performance, customer engagement, and data analysis. Call center software can be used by inbound or outbound call centers, as well as those that handle both types of calls.


Applications of Call Center Software:


Call Routing: This Call center software is used to route incoming calls to the most appropriate agent based on factors such as skill level, availability, and customer priority.


Interactive Voice Response (IVR): Call center software includes an IVR system that can handle simple customer inquiries and direct calls to the appropriate agent.


Call Recording: Call center software can record calls for training, quality control, and dispute resolution purposes.


Customer Relationship Management (CRM): Call center software is often integrated with a CRM system to provide agents with a complete view of the customer’s history and preferences.


Reporting and Analytics: Call center software provides real-time and historical data on call center performance, agent productivity, and customer satisfaction.


Features of Call Center Software:


Automatic Call Distribution (ACD): ACD software routes incoming calls to the most appropriate agent based on predefined criteria.


Predictive Dialer: Predictive dialing software automatically dials a list of numbers and connects agents to live callers.


Call Recording and Monitoring: This feature allows managers to monitor and review calls for training and quality control purposes.


IVR System: An IVR system can provide self-service options to customers and route calls to the appropriate agent.


Reporting and Analytics: Call center software provides real-time and historical data on call center performance, agent productivity, and customer satisfaction.


Integrations: Call center software can be integrated with third-party applications such as CRM systems, workforce management software, and chatbots.


Omnichannel Support: Call center software can handle multiple communication channels such as phone, email, chat, and social media.


Conclusion: Call center software is an essential tool for managing the operations of a call center. It can automate and streamline various aspects of call center operations, provide agents with the tools they need to provide excellent customer service, and provide managers with the data they need to make informed decisions about call centers.


Contact Us

Enter the details & we will contact you shortly!

Resource Library

An insight into Call Center Outsourcing

Global enterprises strive to attain service excellence so that they can stay ahead in a competitive environment.

Download Now >

BSNL Augmented Business Performances with Go4customer

TBharat Sanchar Nigam Limited (BSNL) started its operation and installed Quality Telecom in the nation.

Click here to Read >

Getit infomedia optimized business performance with Go4customer.com

GetIt Infomedia is a leading digital supermarket in India

Click here to Read >

Blogs

Exploring the Booming Market of Chatbot Services in India

In the bustling realm of India's technological landscape, the chatbot market emerges as a beacon of digital progress, akin to the historic Silk Road that connected distant lands. Just as intre....

Read more>>

Top 10 Data Entry Services Provider Company in India

<div> <p style="text-align: justify;">Do organizations across the world realize the significance of robust data management systems in this data era? Are ....

Read more>>

Our Esteemed Clientele

  • MSME logo
  • Manrega logo
  • GIL Company logo
  • BSNL Company logo
  • NMEICT Company logo
  • hudco Company hudco
  • Relaxo Comapany logo
  • NSEZ Company logo
  • Gail logo
  • MTNL logo
  • timex logo
  • BPCL Company logo
  • HPCL Company logo
  • IOCL Company logo
  • one97 logo
  • AIIMS Company logo
  • Power-Grid logo

Next-gen Call Center Outsourcing at your disposal

We make call center outsourcing a viable choice for businesses to achieve growth. We deliver best call center services by maintaining high training standards, integrating AI and data driven technology and offering 360° customer support. With us, you invest in customer relations built on trust and exceptional experience.