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Call Center Solution Types You Need to Know

Author: David Johnson
by David Johnson
Posted: Mar 02, 2019

Call center software is not a new word. Almost everyone knows that it is a software solution which can be used to execute campaigns in the call center, BPO, KPO, and similar industries. However, this is just a very high level definition of the call center solution. It is very important to understand what the call center solution actually is and how it can be beneficial. Whether you want to start your own business in the call center segment or whether you want to buy the best call center software for your own company or you are just curious to know about this amazing kind of software solution, this article will help you to understand the call center solution even more closely.

The call center solution can be of different types and based on the nature of the business or your BPO / KPO / Call center and telecom rules of your country you should get the call center software. The most common types of the call center solutions are briefed below:

SIP based call center solution

This call center software uses SIP lines to connect and tear down the calls. The calling cost can be way cheaper than its counterparts.

PRI based call center solution

It uses the traditional telephony PRI lines to carry out calls.

Inbound call center solution

This type of call center software only has the features required to handle inbound calls. It is perfect for the customer care and support centers. The most common key features of the inbound call center solution are listed below:

  • Skill based call routing
  • Advanced call routing
  • Sticky agent
  • IVRs
  • Least wrap up time call routing
  • Idle agent call routing
  • Call transfer
  • Call forwarding
  • Call mute
  • Music on hold
  • Call hold
  • Call retrieve
  • Barge-in
  • Whisper
  • Conference
  • Call recording
  • Reports
  • And many more

Outbound call center solution

As the name suggests, this type of call center software is used to run campaigns by calling. Generally, the outbound call center solutions are used to run campaigns like, lead generation, sending reminders, etc. The most common key features of the outbound call center solution are listed below:

  • Auto dialer
  • Power dialer
  • Predictive dialer
  • Web phone
  • Manual dialer
  • Callback
  • Call scheduling
  • Call hold and retrieve
  • Call forwarding
  • Call transfer
  • Call script
  • Barge-in
  • Whisper
  • Conferencing
  • Voice logging
  • Call detail reports
  • And more

Blended call center solution

The blended call center software generally has features of both, inbound and outbound call center solutions. It is used in big companies or call centers, which run both types of calling campaigns.

When you select the call center solution, you need to consider current requirement as well as your future vision for the business. This can help you in making the right choice. Also, don’t forget to keep the telecom rules of your country in mind at type of call center solution selection.

About the Author

Mehul is working on a promotional campaign of Crm Call Center integration service offered by a leading software company.

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Author: David Johnson

David Johnson

Member since: Jan 23, 2018
Published articles: 44

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