Call Center Solutions

How to select a call center platform

Selecting effective call center technology is a matter of identifying the risks associated with each product being considered.

Before beginning the software selection process, companies should determine the goals of the business, the key requirements for new call center software, and how the new product will fit into the overall technology environment.

When choosing a Call Center Software Platform it’s useful to consider some recommendations of what to look for in a program:

  • Clear, navigable lay-out; the General User Interface ( GUI) should be clear, easy to read, and plain to understand;
  • Real time statistics; a user should be able to process the displayed data and make correct decisions based on those real time statistics;
  • Call back function; the call center software should give the caller the option of a callback if the line gets congested at the time of call; 
  • Built-in Interactive Voice Response (IVR); this will allow the call center agent to spend the time more productively;
  • Call routing; it matches the caller’s time of call, geographical location, and other information to the call center agent that best meet those criteria; 
  • Flexibility; a call center software should contain customizable features and flexibility to adjust to the changing needs of the company;
  • Pop up screen; when a call center agent receives a call, a pop up window should immediately appear on the screen with the caller’s name, address, time of call, issues resolved in the past, and other pertinent information displayed;
  • Monitoring capability; it should also give administrators access to the phone conversations so that they can supervise and improve the performance quality of the agents;
  • Cost-friendly; the call center software should come at competitive price.  

Learn More About:

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Latest News

Stan Billue releases his classic Sales Training Series in MP3 Format

June 09, 2009 by Stan Billue

Although recognized as one of the top Telemarketing Sales Trainers in the World, Stan Billue is the first to admit that he is rather slow on adapting to new technologies. Stan stated; “I was probably one of the last professional Speakers to add a Fax Machine, a Computer and then a Cell Phone. I also drug my feet at converting my Audio Series from Cassettes to CDs a few years ago.”


Contactual Partners with Pipkins to Provide Workforce Management to Contact Center Customers 

June 04, 2009

Joint Marketing Partnership Brings Together Best in Class Workforce Management and Hosted Contact Center Software. 

SAN CARLOS, CA, June 04, 2009 /24-7PressRelease/ -- Contactual (, the global leader in on-demand contact center software that empowers customer facing organizations to end customer frustration, and Pipkins, Inc. ( a leading supplier of workforce management software and services to the call center industry, today announced they have joined in a partnership to cross sell technology. This agreement will provide a direct connection for call center managers looking to combine a trusted workforce management system with hosted contact center software.