Call Center Technology

Call center technology encompasses a wide range of telecommunications hardware and software including automated phone systems capable of answering incoming phone calls and performing outbound autodialing.

A call center is a department within an organization or a standalone company typically comprised of telephone agents (customer service reps, salesmen, etc) who either accept incoming calls or make outgoing calls. Call centers can be completely automated, processing incoming and outgoing calls using automation with no human agents involved in the process.

Software applications typically associated with calls centers are CRM (Customer Relationship Management) programs. The following technology is typically associated with a call center phone system:

• IVR (Interactive Voice Response)
• WFM (Workforce Management)
• Softphone Software CTI enable phone applications
• Customer Satisfaction Research to monitor agent behavior and effectiveness

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See Also (Vendor Information)

Call Center Simulation Models

• Voice Broadcast Simulation Models and Analysis
• IVR System Simulation Model Program
• Autodialer Software Simulation Model Program

Call Center Applications

• Comprehensive enterprise-grade VoIP call center solution bundled with Asterisk
• Telephone Reassurance - calls seniors and elderly at home ensuring they are OK (RUOK).
• Latchkey Kids calling program - call center application that calls home alone children ensuring their well-being.
• Emergency Notification Systems - Community alert systems and Emergency Voice Broadcasting services.
• EasyIVR IVR - Voice broadcast services and IVR hosting services.
• Phone Survey Software - IVR survey applications and development tools
• Phone Reminders - Voice broadcast reminder calls
• Voice Broadcast Applications - Partial listing of voice broadcast programs including customer applications
• IVR Applications - Listing of variety of IVR phone applications and clients
• DialApplet - Windows, Mac & Linux
• NetBorder Call Analyzer: Confidence-based Call Progress Analysis Engine by Sangoma - Reduce Dropped Calls to Less than 1%
• VMukti BizCom - Open Source P2P Broadband ready Call center software
• Open Call Suite - OCS: A suite of free programs for Call Centers, including AgentLoggers, Pop-UP Launchers, Recording Software, Progresive Dialing and Agents SLA Metrics (Statistics)
• APoD - Aster Power Dialer - http://www.apod.co.in Robust , Feature rich , Light weight , complete outbound contact center suite which work with any asterisk based pbx system , even with embedded asterisk pbx.

Call Center Technology Providers

• AACC Asterisk Advanced Call Center. Opensource CTI functionality for Asterisk, supporting inbound, outbound, and IVR campaigns, and screen pop. Specialized agent toolbar and full call center control and customizable reports (both historical and realtime) for administrators.
• Database Systems Corp. call center technology includes call center software employing computer telephony products which feature Voice broadcasting, IVR, ACD, plus IVR systems and IVR software. DSC also provides Hosted IVR services and Voice Broadcasting outsourced services.
• Predictive dialer and autodialer phone systems from Database Systems Corp..
• Genesis Communications Hosted Call Center Applications http://www.genesiscommunications.biz provides hosted call center applications with Predictive dialing, Preview Dialing, Power Dialing, Inbound ACD with screen pop and call recording.
• Emergency Notification provider Send Word Now supplies a virtual call center for all of your notification needs. SIP-based platform allows send messages to thousands of recipients within minutes, with detailed tracking and reporting tools.
• Asterisk Call Queues
• UCN Inc provides a wide variety of call center technology services. Including Hosted ACD Software, Computer Telephony Integration, Hosted IVR Systems and Customer Satisfaction Research, all hosted over a nationwide VoIP network.
• CallQast is a web-based Asterisk call center which can embed any web-based CRM in its interface.
• VicidialNOW is an automated web-based call center suite running on Asterisk IP-PBX and based on vicidial dialer CCS. VicidialNOW!
• TeleRep Performance Optimizer - The World's Most Cheapest Predictive Dialer with free US DNC Scrubbing
• robo calls from Winning Calls provide industry leading solutions for the political voice broadcasting call center business

Call Center Friendly Providers

• ContactTel supplies up to 200 channels on signup for call centers, CID passed as you supply , rates down to 0.0095 on volume, white routes, best ASR