Call Center Software Terms

Terms
Definitions
Inbound Call Routing
Directing a client to a specific call center agent after the call center software determines the client’s need.
Operational Software
Software that allows the call center agent to log details such as daily activities and conversation information.
VoIP Call Center
Contact center that uses VoIP technology for seamless integration of applications.
Interactive Voice Response (IVR)
Identifies who is calling, segments and differentiates customers, and routes calls to the right inbound call center agent.
Automatic Number Identification (ANI)
The customer record and any relevant sales scripts can be delivered to the agent’s desktop at the same time as the call, reducing wasted call time.
Computer Telephony Integration (CTI)
Integrates your computer system with your telephone system, the call center rep has access to callers’ information, which allows them to provide much better service.
Workforce Management
 
Real time monitoring of call center agents can alert managers of discrepancies with productivity.
Hosted Call Centers
Call center software solutions reside on the vendor’s server, very easy and inexpensive option to get started.
Predictive Dialing
A service that calls a large quantity of phone numbers and only connects a call center agent when someone answers, saving time and money.

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