Inbound Call center is used every time Customer needs to contact a Business over the phone. Ever wondered what technologies are involved in running an Inbound Call Center. Here is a list of Key ones
- ACD (Automatic Call Dialer)/EPABX is used to route calls to agents automatically and intelligently.
- Power of CRM application is used to provide agents with means of better servicing and interacting with clients.
- IVRS or Interactive Voice Response System is used to handle routine queries.
- Workforce management software is used to forecast Call volume and hence manage number of agents require to handle Calls.
- Speech or Voice recognition is also increasingly used.
- Quality Management tools are implemented to measure how well agents adhere to business policies and procedures.
