Businesses rely on call centers (internal or outsourced) for customer service, sales, meetings scheduling, collection of overdue receivables, and other important aspects of business. To organize the work of call center operators (also referred to as agents), companies use specialized software applications called call center software or call center systems. While initially call center systems used to cover only phone calls processing, nowadays, call center software handles not only phone calls but also other common business communication channels - e.g. email and web chat.
Call Center Systems identify customers by phone number, email address, or other identifier (e.g. Customer ID number), and display the Customer’s Profile on the call center operator’s computer screen. Call center systems document and record communication, perform real-time monitoring, and measure performance and efficiency of the call center department as a whole.