Call center software is used for both inbound and outbound call centers. The majority of the software is cloud-based, unlike the traditional applications that sit on the client's hard disk or server. Due to usefulness and popularity, there are many call center applications available today.

IVR (Interactive Voice Response) solutions are designed to give customers automated call services that are more convenient and quicker to use than other options. An IVR software solution allows customers to conveniently access self-service systems while simultaneously being guided to the appropriate department in order to quickly find help. IVR systems also help businesses cut down costs by reducing the amount of time spent making calls. As a result, customer satisfaction is boosted.

CTI (Computer Telephony Integration) is a popular call center application that a business can use to improve their call-handling efficiency. CTI solutions work by integrating telephone system with the computer system so that the call center representatives gain access to callers' information, allowing them to improve the quality of their services.

“Screen Pop” is a feature that allows representatives to instantly gain access to customer information the moment that the call is answered. Quite often, CTI systems work alongside IVR systems, allowing a business to have the best of both worlds.

Some of the additional features of inbound and outbound call center software include:

ACD. This feature enables businesses to route callers to the right waiting line and also routes them to the next agent.

CTI. CTI improves company productivity by letting agents obtain timely contact information.

Toll-Free numbers. There are several types of toll-free numbers, namely DID numbers and international toll-free numbers. This feature also migrates existing numbers to call centers.

Call-Conferencing. Sophisticated IVR solutions allow callers to conveniently create conference calls usually by calling additional numbers as well as adding participants.

Predictive Dialer. The predicative dialer can drastically increase call-handling efficiency by filtering out unimportant contacts while also by calling multiple contacts simultaneously based on algorithms of estimated agent availability.

Power Dialer. This feature increases productivity by calling several contacts whenever an agent becomes available.

Progressive Dialer. The dialer automatically calls individual contacts whenever an agent becomes available.

Agent Call Scripting. This feature lets agents deliver messages to contacts through the use of a web-based call center agent.

You can get more information about Call Center Software by visiting call center technology