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
