Call center software is typically used by sales and customer support departments to efficiently handle inbound and outbound calls. This software is designed to manage high volumes of calls with tools like auto dialers, interactive voice responders, auto attendants, and call recording.
It also provides tools and features for monitoring and coaching call center agents. Supervisors listen in, whisper to agents, and assist agents with customer issues.
This software also stands out because of its omnichannel expandability. Most software vendors will help you tackle voice, email, SMS, chat, and video contact with customers. This helps your agents contact customers on the platform that they are most comfortable on.
There’s even CRM integration with popular solutions like Salesforce, Zendesk and Microsoft Dynamics, so that your agents have precise information about the prospects and/or customers they are calling. This provides them with historical information, notes about customer personalities, and other info that can be used to personalize the call.