Call center software is a platform that call centers are built on which allow them to manage multiple communication channels (email, chat, phone, text, and social) simultaneously. The software allows the call center to make outbound calls, handle incoming calls, send messages, evaluate call center metrics like queue times and abandonment rates, manage the live agent workforce, and utilize different scripts for different customers. Call center software is the bridge between your requirements and how the virtual receptionists engage with your customers. Below you’ll find the most recent posts from the Specialty Answering Service blog about the different components about call center software and how they work synergistically. We’ve also selected a few resources we think deserve attention.
10 Benefits of Using an IVR System: Learn all about Interactive Voice Response and how call centers use it.
Infographic Explaining Queuing Theory: Go behind the scenes of waiting on hold!
Voicemail is a digitally recorded message stored in a digital mailbox - a best friend to all people who screen their calls and actively avoid their friends and family. If you call anyone, one of two things are going to happen: the call will be answered by a human being, or you'll…Read more
You know the phrase. “For quality assurance, your call may be monitored or recorded.” Those words ring out millions of times a day as consumers contact businesses for customer service and support. But how about this – call recording started out in the air traffic control industry after the invention of magnetic…Read more
When you call your TV service to find out why cable is on the fritz and hear, “For Service, say 'Service,' or press 1,” that’s Interactive Voice Response or IVR for short. Basically, IVR allows a combination of voice and keypad responses to get callers where they want to go. IVR makes…Read more
Did you ever wonder how your customer service calls are instantly transferred to the right person or department, and all you have to do is say a word or two? Behold the magic of Automatic Call Distribution, or ACD for short. Everyone has strengths and weaknesses, including call center operators. Let's say that Alberto…Read more
The job of a virtual assistant is never easy. Imagine dealing with hundreds of calls a day, often for similar issues, and having to repeat yourself over and over. It would be maddening. That's where Agent Assisted Automation comes in - using pre-recorded audio, desktop integrations and tools to make an operator's…Read more
80s Flashback: Knight Rider. If you remember the show, then you’ll remember KITT, the car that could talk to its driver, Michael Knight. Was that a dialog system? Quite possibly. A dialog system is an automated computer-based system that can talk with a human being, much like another human being would talk.…Read more
Love the simplicity of calling your bank whenever you want and getting your account information from an automated teller rather than having to wait for assistance from a live operator? The ease of automation is brought to you by Interactive Voice Response, or IVR, which allows computers to interact with the human…Read more
The advent of the Private Automatic Branch Exchange, PABX or PBX for short, brought an end to the need for switchboard operators and manual cord circuit connections. PBXs enabled intercommunication between central office lines at an organization with a large number of telephones, and connected outgoing calls to the PSTN via trunk…Read more
If you like robots, Interactive Voice Response (IVR) is the most affordable business receptionist. Take a look below at the top 10 ways IVR can strengthen your customer care and save you money. If done right, implementing an IVR keeps everyone happy: robot people get robots, people people get live answering service…Read more
Do you like waiting in line? If you said yes, then we seriously question your judgment. The fact is that no one we know likes waiting in line. Whether you’re loitering around the Haunted Mansion ride at Disney, or camping outside of Best Buy at 3 a.m. on Black Friday hoping to…Read more