Call center software provides a means by which call centers can modernize their operations. In the past, call centers were built on PBX equipment that was expensive to purchase and maintain. But with a trend toward virtual technology, call centers can pay for software on a monthly or annual basis, or per-user. Virtual office systems also make it possible for employees to work from home with ease.
The most advanced call center software, cloud computing, offers developers the ability to extend the capabilities of the service and integrate directly into customer relationship management (CRM) software such as Salesforce or Oracle. This provides a centralized interface where lead management, sales, and support can be addressed.
This white paper will explore the following: