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A call center solution is often a total package like unified communications or turnkey product, such as an outsourced call center. Software that runs a complete call center system would also be considered a call center solution.
Types of Call Center Solutions
- Inbound Call Center
- Outbound Call Center
- Blended Call Center
- Virtual Call Center
- Offshore Call Center
- Web Enabled Call Center
- Contact Center
Inbound call center solutions help companies with incoming calls, such as with customer service and tech support. Outbound call center solutions can help businesses with market research, lead generation and customer outreach. Telemarketers use outbound call centers.
Blended call center solutions can provide both inbound and outbound services.
A virtual call center solution can work for businesses with no central location or several locations. Call center agents can work from home.
Offshore call centers are outsourced companies outside of the business’ home country. Offshore call center solutions can save businesses on overhead expenses.
Web-enabled call center solutions allow customers to call in from their computers. A web-enabled call center is usually a contact center.
In many cases, call center solutions are actually contact centers with the ability to communicate in a wider variety than voice. See call center vs contact center.
Call Center SoftwareSoftware is always a part of modern call center solutions. A call center needs a server to run its phone system (such as a PBX) and software to integrate telephony and computer systems.
Not all software is all-in-one. For example, a company wishing to integrate CRM with its call center technology requires additional software.
Call center software can have useful features such as phone controls from the computer and screen popping a client’s profile/information.
Many call center services come with their own, proprietary software. When a company runs its own call center or contact center there are software solutions, both proprietary and open source, for the below functions:
- Automatic Call Distribution (ACD)
- Computer Telephony Integration (CTI)
- Interactive Voice Response (IVR)
- Predictive Dialing
- Unified Communications
Call Center SolutionsThis is a list of call center solutions providers and software. Please keep this list in alphabetical order.
- 3CLogic, Cloud Call Center
- Asterisk, Digium
- Asternic Call Center Stats PRO 2, from Asternic Software
- Call Center Manager by Voicent Communications
- Call Center Solutions from Database Systems Corp.
- Contactual, from 8x8
- CRM Cloud Call Center, from Voxdesk
- Exelysis Contact Center
- MicrobaseCTI Asterisk Based Call Center Solution
- Promero | Leader in Cloud Based Call Center Software | Compare Gartner Magic Quadrant Software Oracle, Aspect, Vocalcom
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