This article discusses the different types of professional online call center solutions available on the market. Automatic Call Distributor (ACD), Computer Telephony Integration (CTI), Interactive Voice Response (IVR), Predictive Dialer, Call Center Monitoring, Call Accounting Software, and Call Analytics are just a few of the tools available. We'll go over each one separately. You can pick and choose from these options based on your requirements.
Let's start with an explanation of what a professional online call centre software solution is.
The software that allows a company or organisation to run a call centre is known as call centre software.
There are hundreds of different call centre software vendors around the world, and each one has its own set of advantages and disadvantages. It's critical to decide the features you want in your phone system before choosing the correct call centre software for your company, contact centre, or call centre.
Types of Professional Online Call Center Software Solution
1. Automatic Call Distributor (ACD)
2. Computer Telephony Integration (CTI)
3. Interactive Voice Response (IVR)
4. Predictive Dialer
5. Call Center Monitoring
6. Call Accounting Software
7. Call Analytics
ACD (Automatic Call Distributor): ACD improves productivity by allocating inbound agents to incoming calls. To identify who gets the call in the system, the automatic call distributor follows a series of instructions. Calls can be routed depending on agent expertise or whoever has an idle phone, according to the system. Caller ID or automatic number identification can be used by ACD, but in most cases, interactive voice response is sufficient to assist the system in determining the purpose for the call.
Computer Telephony Integration (CTI): Computer telephony integration can be used by an automatic call distributor. Along with the incoming call, agents can receive pertinent data on their laptops.
Computer telephony integration, often known as interactive voice response (IVR), is a large area of software that integrates telephone and computer systems. Desktop and server functions are available in computer telephony integration software. A system that can handle phones, show call information, route and report calls is made up of many apps.
Callers can use interactive voice response to direct themselves to the relevant department or search the company's database for help. More advanced interactive voice response systems can access accounts and conduct specific actions over the phone, such as activating a credit card. IVR employs multi-frequency dial tones or voice commands. A PBX auto attendant and an IVR are nearly identical in the VoIP market. Auto attendants, on the other hand, do not have the ability to recognize speech.
Predictive Dialer: A predictive dialer makes simultaneous calls to a list of phone numbers. The numbers that answer are then connected to outbound agents. When no agents are available, a predictive dialer employs calculations to reduce agent idle time and the risk of losing answered calls.