What is Call Center Software?

Call center software comes in many forms and can perform numerous functions. The goal of all call center software is to manage communication channels for sales and support teams. It includes dialers, call monitors, call recording systems, computer telephony integration (CTI), interactive voice response (IVR), and analytics software to manage phone, email, chat, and even SMS/text messaging.

Thanks to developments in technology and Voice over Internet Protocol (VoIP), organizations can now host and manage entire call centers through a single computer utilizing call center software. Applications can manage inbound calls, provide callers with menus, and even handle routing, forwarding, and voicemails. The software collects data on calls, which provides managers with detailed reports and allows them to improve their call center operations.

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