Brief Overview of Call Center and Call Center SoftwareBy

VoIPInvite

What is Call Center?•A call center is a place

where a large amount of requests are transmitted or received using telephone.

•Services include:– Calls– Letters, mails and messages– Faxes, and – Social media

Types of Call Centers•There are two types of call

centers:– Inbound– Outbound

•Inbound call centers are were the call center agents receive inquiries pertaining to customer support.

•Outbound call centers are usually for telemarketing, research and debt or donation collection.

What is Call Center Software?

•A call center software allows company to run a call center by managing the calls made or received.

•There are multiple types of call center software– Automatic Call Distributor (ACD)– Computer Telephony Integration (CTI)– Interactive Voice Response (IVR)– Predictive Dialer– Call Center Monitoring– Call Accounting Software– Call Analytics

Features of Dialer Software?

•A call center or a dialer software can make multiple outbound calls simultaneously

•It increases the number of live connections per agent.

•The software pulls the numbers from database

•It can connect to multiple agents and has more lines to dial on.

What is Hosted Dialer?•Hosted dialer is a predictive

dialer that uses computer to call computers acting as agent.

•Hosted dialers use assistance of SaaS (software as a service) to deliver dialing.

•Hosted dialer can work with just a computer and a good internet access and does not require excessive equipments.

What is Hosted Call Center?

•Virtual or hosted call centers allow operators to operate without owning equipments or hosting a location.

•Operator pays monthly fee to vendor who “hosts” the virtual call center at his premise.

•Calls initiate and terminate at vendor’s, then get redirected to the call center agents.

The Benefits of Hosted Call Center?

•With Virtual or hosted call center, the company does not have to spend on hundreds of workstations and a centralized location.

•It is flexible and easy to maintain.

•Companies get benefit of updated and newer software without replacing their equipment

•Constant availability of customer service

The Benefits of Hosted Call Center?

•No worries for the manager•Virtual call centers also

allow agents to work from homes with sole requirements being internet connection and workstation.

Thank You For Watching

For further queries regarding call center software, visit:

http://www.voipinvite.com/dialer-software.html

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