Call Centers

Technologies in a Call Center

A call center is a vital link between the clients and the company. Call centers provide all the essential information needed to the client about the business company's profile, products and services. They also carry out the works of making online sales, generating leads, debt collection, selling credit cards, insurance policies and much more. A good call center thus uses all the technologies and expertise of its employees to strengthen the bonds of relationship between the company and the customers.

Call center services are mainly based on a judicious blend of computer and telecom service technologies. There are many technologies used in an International call centers which help in carrying out all the works of the call center effectively. These technologies are automated phone systems as well as call center outsourcing phone services. Most of the call centers use state of the art computer telephone integration system that include interactive voice response (IVR) and voice broadcasting features. Some of the popular and common technologies used are ACD (automatic call distribution), automated surveys, Chat and Web Collaboration, Email Management, IVR (interactive voice response), Quality Monitoring (call recording software), Speech Analytics and Voice recognition.

• The ACD systems as used by the call centers route the customer's incoming calls to the appropriate operators. This channelization of calls can be skills based routing or available operator based routing procedure.


• The IVR technology provides automated answers to the most common and frequently asked questions of the customers. The IVR support can do anything including interfacing with your SQL or Oracle database to provide account information, payments, etc., as well as interact with customers in many different languages.


• Then there is Voice broadcasting technology in which the special hardware can be used to make many outbound calls to a large number of customers at the same time using multiple outbound calling trunks to broadcast a specific message.