Call centers have long ceased to be offices full of telephones and a switchboard with thousands of cables. Today, a call center is much more sophisticated, it can do without physical lines and can be operated from anywhere on the planet. All thanks to technology .
Today we are going to review the different call center technologies that we have already discussed in more detail in separate articles. Now you can get an idea of the best ones and decide which one to use.
The 6 key technologies for a call center in 2023
1.- ACD: the software in charge of receiving, managing and distributing all calls that arrive at the call center . Its objective is to send each call to the appropriate agent .
2.- IVR: allows users to interact with the call center without the buy telemarketing lead need for an agent. It is the “voice” that guides you through the different departments and asks questions to evaluate the status of your call. There are some that are so advanced that they can resolve queries without the call going through an agent.
3.- CRM: is a system that manages everything that happens in the call center. A from calls with users to calls between agents. It integrates multichannel systems and automates a large part of the actions of a common call center .
4.- CTI: is the technology responsible
A for eliminating telephone lines from call centers . Thanks to the Internet Po podatkih Nacionalnega sveta and devices such as computers and smartphones , it is possible to make and receive calls without a landline and from anywhere in the world.
5.- VoIP: This is the next level to CTI. It is capable of making a call between devices without the need for coverage. Inst of using analogue telephone lines, the IP protocol is us to transmit the voice and other data necessary for the call.
6.- Call recording: this is legal if you comply with the requirement to agent email list notify the user. It is vital to be able to track calls and train new call center staff.
