Communication is vital in all different horizons of businesses. To consolidate the business communication and to overcome all roadblocks and barriers, different companies use different communication and collaboration tool. In this article, we are going to talk about one of the most powerful communication tools for any business, called, call center solution.
There are already many articles published on topics of the benefits and features of call center software. Therefore, we have come up with a unique topic, which covers different types of call center solutions. It is very essential to learn about different types of this software. It can help you know the fundamental difference between different types of call center solutions and choose the most suitable option for your business.
In modern solutions, such as intelligent call center software, IVR (Interactive Voice Response) solution is simply a feature among an extensive range of features. However, traditionally it was used by many businesses, and still, small businesses use this solution to contact their customers or respond to their calls and take the appropriate action, such as collecting information from the recipient or giving the required information to the caller automatically.
2. Inbound call center solution
This is one of the traditional call center software solutions. It supports only incoming calls. It offers multiple advanced features such as automated call routing, IVRs, call script, etc. It used to use in the customer support centers.
3. Outbound call center solution
As the name suggests, this type of software was built to provide features that support outbound calling campaigns. Some of the major features available in this software were manual dialer, auto dialer, voice broadcasting, etc. This software was majorly used in the telemarketing centers.
With the shift in time, people started feeling the need of having a call center management system, which can have embedded features in both, inbound and outbound calling campaigns. The technology experts then launched a blended call center solution. It incorporated all features of inbound and outbound call center solutions within a single system.
Many call centers operate remotely, in which, all agents work from home. To support this virtual work environment, a highly secure and scalable software was required. This software is called a virtual call center solution. It lets call centers operate remotely.
6. Omnichannel call center solution
It is a modern call center software. It offers all simple to advanced features to run unidirectional or omnidirectional calling campaigns. Furthermore, it offers unified communication channels such as:
- Phone calls
- Live chat
- IT help desk
- And more
It is the most advanced type of call center solution. It offers all features offered by conventional and modern call center solutions. In addition to that, it employs predictive technology to provide even more powerful software. Moreover, it offers amazing live statistics and fraud detection features to keep the software and other resources of the business safeguarded.
These are the top types of call center solutions available in the market. Interested in any of these solutions? Contact us.