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 auto dialing.

A call centre 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 centres 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 centres 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 enables phone applications
• customer satisfaction research to monitor agent behavior and effectiveness

See Also

• Call Center
• Call Center Software
• Call Center Statistics
• Call Center Analytics
• Call Center Monitoring

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

• Vocalcom Call Center Software is a software that power 3,600+ companies worldwide such as McDonald’s, Disney, and ITV, who are using Vocalcom cloud customer contact technology to improve sales performance and offer fast, helpful customer service across every channel.
• Ameyo Call Center Platform is an all-in-one communication suite for Contact Centers and Enterprises offering next-generation information and communications management capabilities including ACD, IP-PBX, CTI, IVR, Predictive dialer, Voice Logger, Unified Presence, Sales Management, Customer Care, and Reporting.
• QueueMetrics is a powerful call-center monitoring and reporting suite for the Asterisk PBX, offering extensive statistics, QA and real-time views
• WombatDialer is a dialer / telecasting application for the Asterisk PBX
• Call Center Management, from Voicent Communications – Powerful software tool to automatically monitor and manage regulatory compliance and call center training and efficiency.
• Cloud-based Call Center software, from Voicent Communications – Hosted VoIP service with Predictive Dialer and CRM applications.
• Contact center web chat from BrightPattern.
• Exelysis Call Center Solution
• IVR and voice broadcasting services
• 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.
• MicrobaseCTI The pure Asterisk based Callcenter Solution
• 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
• 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, Progressive Dialing and Agents SLA Metrics (Statistics)
• APoD – Aster Power Dialer – http://www.apod.co.in Robust, Feature-rich, Lightweight, complete outbound contact center suite which works with any asterisk based pbx system, even with embedded asterisk pbx.
• Unified Recording – Unified Recording (UR) Call Recording, Screen Capture and Coaching Platform. UR is built on the stability of Linux with a specific focus on security and scalability.
• Verba Technologies at verba.com provides call recording for call centers with SIP-based telephony (Asterisk compliant) including best practice operator training solutions
• ICTBroadcast Basic Call Center Software– ICTBroadcast consists of basic call center functionality and can be integrated to work with an external call center for further support. Built-in Inbound and Interactive campaigns have all the ingredients of a call center software solution.

Call Center Technology Providers

• Dialer360 is a breakthrough in call center software technology. It’s providing Predictive Dialer, SMS & Voice Broadcasting Software, Auto dialer Software and Voip Pbx for your business. Communicate with your customers with Chat, Voice, Email and Social. It can be integrated with top CRM’s Salesforce, Zendesk, Vtiger, Zoho and Pipedrive. Thousands of trustworthy customers rely on this technology. For Know More About This Technology Request A Demo
• 3CLogic: provides cloud based call center applications including Inbound ACD, IVR, Preview Dialer, Progressive Dialer, Predictive Dialer, Click-to-Call, along with comprehensive call center monitoring, reporting and analytics tools.
• AVOXI Call Center Techonology – Considering Cloud Communications for your Business or Call Center?
• BrightPattern provides inbound contact center, interactive voice response and outbound contact center on a unified cloud-based platform.
• 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.
• CallForwarding – Be present anywhere in the world with toll free forwarding services from CallForwarding.com.
• Data24-7: Bypass voicemail greetings on wireless (and some landline) phones and get straight to the beep to leave your messages. Our unique service results in lower phone charges and the ability to place more calls per minute. We also offer a caller-id delivery service and text messaging solutions.
• Database Systems Corp. call center technology includes call center software employing computer telephony products that feature Voice broadcasting, IVR, ACD, plus IVR systems and IVR software. DSC also provides Hosted IVR services and Voice Broadcasting outsourced services.
• Electronic Voice Services EVS provides a hosted Virtual Call Center in the cloud as a joint effort with LeadMaster CRM.
• Exelysis Call Center Solution Complete Call Center Solution with Fully Documented .NET API.
• Predictive dialer and autodialer phone systems from Database Systems Corp..
• Five9, Inc. Call Center Technology http://www.Five9.com/ provides VOIP-based hosted call center applications with a Predictive Dialer, Preview Dialer, Auto-Dialer, Inbound ACD and web callbacks.
• Genesis Communications – 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 sending messages to thousands of recipients within minutes, with detailed tracking and reporting tools.
• Asterisk call queues
• CallQast is a web-based Asterisk call center that 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!
• VoIP-One GmbH Schweiz – Virtual PBX A Swiss provider of a self-developed Virtual PBX product with a wide range of features dedicated to Swiss Businesses and especially Call Centers. IVR, Queues and additional custom features directly out of our Swiss cloud in Zurich.
• TeleRep Performance Optimizer – The World’s Most Cheapest Predictive Dialer with free US DNC Scrubbing
• Tpad – The Global VoIP Network Predictive Diallers for Call / Contact Centres – Fully customised inbound and outbound predictive, blended SIP dialler with an asterisk built native telephony engine. Supports live real-time statistics, call reporting, call recording, power dialing coupled with the ultra low rates due to SIP trunking.
• Switch2Voip is a low cost wholesale VoIP leading provider for call centers. While Switch2Voip offers VoIP calling plans to home, residential and business customers it focuses their marketing efforts servicing companies using predictive dialers for telemarketing calls. Residential users can also benefit of their wholesale rates. This company offers Free USA and Canada DID’s.
• Positron Inbound Call Center is a complete Inbound Call Center Solution for centers with 30 Agents or less including hardware, PBX and Monitor / Reporting tools.
• Microbase CTI – The Pure Asterisk Based CTI. Microbase CTI includes Predictive Dialer, Progressive, Preview, Power and Direct to IVR. It also includes Agent Management, Queuing, Skill based routing, Inbound and Outbound handling, Modular IVR, Analytical Reports and Statistics, Agent Monitor Console, Real-Time Monitoring, Agent Toolbar, Call Recording and fully documented API for 3rd party software integration.
• Star Communications Hosted Voice Broadcast and Hosted Predictive Dialers. Aggressive flat rate pricing. Unlimited channel capacity. There is no hardware for you to maintain. Our extremely flexible platform spans the entire country and can handle millions of messages at once.
• ZONE Limited – ZONE offers cloud-based call center solution, featuring IVR, ACD, voicemail, fax-on-demand, call monitoring, predictive dialing and visitor profile pop-up by callerid. We supports both SIP and PSTN agent phones. Our platform also provisions China, Hong Kong and Singapore DID numbers.
• Voicent Communications – VOIP software vendor: IVR, PBX, dialer, auto dialer, predictive dialer, crm, VoiceXML gateway. Suites for small businesses, call centers, and enterprises.
• Q-Suite is a robust, multi-tenant call center software solution from Indosoft. Q-Suite is available for on-premise, Cloud, or hosted solutions.
• Loway is a Swiss provider of high quality call-center software.
• Yuboto Autodialer Hosted Voice Broadcasting Solution by Yuboto. Can be used for Alerts and Notifications, Lead generation and Telemarketing, Telephone Surveys and Polls
• ICTBroadcast Communication Software-A Voip supported software: basic call center functionality, IVR, multilingual supported, smart predictive dialing, asterisk based, CDR.ICTBroadcast is for enterpriser and service providers.

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