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!
You know how when election time rolls around, you get those pre-recorded calls from candidates with a message about a bunch of campaign promises that they almost never keep following being voted in? Those calls are made by an invention called the Auto Dialer. An auto dialer can automatically make calls from…Read more
Asterisk is more than just a pretty symbol you can use to bleep out foul language. It’s also software! Created in 1999 by Mark Spencer of Digium, Asterisk is an open source framework that turns regular computers into communications servers. That makes them able to interact with attached telephone lines and networks…Read more
H.A.L. 9000 from 2001: A Space Odyssey. Lost in Space’s B-9, that sounded the warning, “Danger Will Robinson!” Number 5, the electrified robot from Short Circuit. What do these artificial life forms have in common? Movies with cheesy writing and bad graphics? No. Two words: speech synthesis. The first computer-based speech synthesis…Read more
Let’s play a game. How many hours a day do you actually work at work? Give yourself 10 points if you said you work 8 hours or more. Give yourself 5 points if you said you are putting in a concerted effort at least 4 hours out of the day. And give…Read more
Have you ever heard of Talkomatic? Neither did we until we looked it up. As it turns out, Talkomatic was the first instant messaging application, created by Donald Bitzer at the University of Illinois in 1974. It ran on the PLATO system (Programmed Logic for Automatic Teaching Operations), which was developed in…Read more
The 3-letter acronym, PCI, stands for Payment Card Industry. Complying with PCI rules and regulations is mandatory for any retailer or organization that transmits or stores protected cardholder data such as credit card and personal identification numbers (PINs). So in theory, anytime you have ever made a purchase using your credit card,…Read more
Did you ever wonder how it became possible for you to communicate verbally with computers? No, we don’t mean screaming at your hard drive when it crashes. It’s more like when you’re calling your bank and the automated teller lady knows what you’re trying to say. That’s VoiceXML! For a more in-depth…Read more
Baby talk. Who in the world understands it? Babies babble and coo, and adults sit around slinging that high-pitched, sing-song-y babble. Now while we’re sure that some babies come out speaking full sentences, (like William and Kate’s little royal bundle, Prince George; or sweet-faced baby North West, who probably gave mom, Kim…Read more
What’s worse than researching PBX providers for your new office telephone system? Deciding on a new PBX phone system without referencing our easy to follow infographic for one! We love business phone systems; especially when those systems route to our call centers when your own staff is unavailable. Shameless plug for our…Read more
If you are scratching your head about which voicemail provider to choose but don’t want to do the research, plus you like looking at pictures, this blog post is for you! We’ve researched the top 8 voicemail companies and organized the research into this easy to follow infographic. You’ll learn about voicemail,…Read more