Defining Call Center Management Software

Call centers are a complicated operation, which is why many rely on call center management software for help. With advanced phone functionality, improved agent workflows and access to metrics tracking features, it's a must for a smooth-running business.

Call center management software offers a variety of different functions and features. Let's take a closer look at what call center management software is and how it can help your business.

What is call center management software?

Call center management software is designed to ensure customer experiences, call routing and other functions are managed properly, with the right communications going to the right agents at the right times. Some of the many call center management functions include: Private Branch Exchange (PBX), Interactive Voice Response (IVR), customer relationship management (CRM), call analytics and more.

How does call center management work?

Call center management works by keeping everyone connected, usually in a single platform. This is so agents don't have to use a variety of different Software as a Service (SaaS) programs in order to communicate, find customer data, control customer experience and monitor updates. The workflow is managed through a single platform, usually a Call Center as a Service (CCaaS) system provided by a Voice over Internet Protocol (VoIP) telephony vendor.

Management can generate at-a-glance reports, often in real time, to see what is happening and to assist with making changes and needed upgrades to the call center system. Here are a few typical components of CCaaS, along with their contributions to the contact center itself:

CRM: A CRM has information about customers that agents can quickly refer back to it while on a call. For instance, a CRM notes previous conversations, who spoke with the customer last, any products they asked about, their contact information, how many times they've called and corresponded with agents, etc. This way, agents aren't embarrassed in a situation where they can't recall a past conversation or weren't the one personally interacting with the customer.

IVR: These systems help to route calls based on interactions with callers.

PBX: PBX systems used to be physical boxes routing calls on internal business phone networks much in the same way public branch exchanges do for landline calls on the public phone system. Now they represent functions performed by software running on servers to route calls effectively to the right agents.

Analytics: Call analytics can help your organization measure how well marketing campaigns are going, verify that agents are following the right protocol on the job, measure the customer experience and more. With information about how well your call center performs, management can make appropriate decisions and adjustments.

Cloud Hosting: Offsite, cloud-hosted call center software can reduce operational costs and the cost of equipment investment. Your call center software vendor uses their own servers, software and team instead of your organization having to make these investments.

Virtual Call Center: Put together, the features many call center management software vendors offer can help you create a virtual call center. You can bring work-from-home agents or agents in multiple locations into a single call center unit, just as if everyone were working in the same office. This may allow your organization to save money, hire more qualified teams and offer working remotely as a job perk.

Call Center Management Software vs. CCaaS

While call center workforce management software and CCaaS provide similar services, they go about it in different ways. Call center management software, for instance, is purchased or licensed to the call center, and is owned and managed by the organization. In that situation, it's sold as a product without the ongoing support of the software vendor.

CCaaS is licensed through a SaaS model and includes direct vendor support. Rather than being installed on-premises and maintained by the organization, it is usually cloud hosted by the vendor on the vendor's own equipment. By using a CCaaS, the call center itself has less to worry about managing, as it doesn't need to buy equipment and software.

How does call center software help call centers reach their goals?

For many call centers, having the right information and services accessible is essential to keeping customers and corporate communications going. Call center software allows everyone to have the data and assistance they need right at their fingertips so more call centers can meet their goals.

Call centers rely on their technology to empower them to be as productive as possible. With 8x8's Virtual Contact Center you get world-class technology and everything your call center needs in one place. Call 1-866-879-8647 or fill out an online form to request a no-obligation quote from an 8x8 product specialist.

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