What is Call Center software?

Call Center software automates the flow of inbound and outbound calls. It is a tool that helps call centers run their activities more efficiently, increase agents’ productivity, and build strong customer relationships. It offers a large number of features that help smoothen the daily workflow. Call center software can be used in different niches, e.g., sales departments, telemarketing, support teams, politics, etc. You can have an integrated CRM system, live chat, or even social media tools in call center software. 

Call center software often has numerous features that can be tailored specifically for companies' needs. Here are some of the most popular features. 

• Campaign management. The campaign feature monitors multichannel marketing, segmenting, and targeting all the marketing procedures in a call center software. 
• Predictive Dialer. A predictive dialer is an automatic outbound calling system. It has an algorithm that adjusts to average talk time, available agents, missed calls, etc. 
• Call scripting. Call scripting is a draft paper for assisting agents in their work. Call scripting is used by many businesses and is a helpful tool for agents during a call with a lead or customer.
• Call recording. ''Call recording'' is the process of recording and storing calls made from the software. Often, it's possible to decide whether both the agent and lead are recorded or only the agent audio.
• Progressive dialer. A progressive dialer is an automatic dialer system that dials a telephone number when the agent is available. Until the agent picks up the call, the progressive dialer displays contact information. 

There are three types of call centers. 

1. Inbound call center. In an inbound call center, customers initiate the call. It is primarily used for customer support, inbound sales, and technical assistance. 
2. Blended call center. Blended call center, or ‘’virtual call center’’, combines the inbound and outbound activities. Combining both activities, including chat, agents deliver a better service by being more familiar with the customer cases.  
3. Outbound call center. In an outbound call center, the agent calls current or potential clients to sell a product or a service. This type of call center involves telemarketing, fundraising, telesales, lead generation, customer surveys, appointment booking, etc.

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