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

Call Center Simulation Models

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

Call Center Applications

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