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Tech Tools Your Call Center Needs

By: Real Bergevin and Afshan Kinder and Winston Siegel and Bruce Simpson and

Updated: 03-26-2016

From The Book: Call Centers For Dummies

Call Centers For Dummies

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Are you thinking about what technology you need for your call center? Or do the terms VoIP, ACD, IVR, and CRM intrigue you, and you want to find out more? Here are some of the top tech tools that your call center can benefit from:

Telephone network
Data network/Internet
Automatic call distributor (ACD) system
Interactive voice response (IVR) system
Predictive dialer
Web applications (such as e-mail, online chat, and online collaboration)
Local area network (LAN)
Computer workstations
Customer relationship management (CRM) tools, such as a billing system, scripting, and customer analytics
Knowledge base
Computer–telephony integration (CTI) software and hardware
Agent performance dashboard
Workforce management software
Call-recording equipment
Data warehouse for data collection, reporting, and analysis
Voice over Internet Protocol (VoIP) communications technology

About This Article

This article is from the book:

Call Centers For Dummies ,

About the book authors:

Réal Bergevin is executive vice president of Transcom Worldwide. Afshan Kinder, Winston Siegel, and Bruce Simpson are partners in SwitchGear Consulting, a company specializing in call centers and change management. SwitchGear's clients include companies such as Scotiabank, TELUS, and Ceridian.

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Call Centers ,

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