Contact Center Software 

Applications for contact center software

Contact center software can be used for many different applications. Some of those include:

• general customer management

• help desk

• monitoring/recording/reporting

• business continuity/disaster recovery

• virtual call centers using homeworking agents

Customer management of central contact center functions is available in a Web-based interface, meaning it doesn’t require extensive training.

The contact center help desk assists customers through a variety of communications channel—including phone, e-mail, and chat. Managing the multi-media aspect of modern help desks is an important application for contact center software.

Skill-based routing ensures that customers are connected with the right agent who can best answer their questions. Help desk agents are provided with information and tools to respond efficiently (FAQ knowledgebases and case management systems).

Supervisors can have access to staff performance and customer experiences using real-time monitoring and reporting, historical reporting, and voice recording functions.

The disaster recovery plan ensures that if disaster strikes, operations can go on as usual or are at least minimally affected. The specific software can include built-in redundancies by duplicating the contact center’s IVR, call flow and call processing operations.

Virtual contact center software enables agents to work anywhere there is an Internet connection and phone. This enables the company to use agents located in different time zones, ensuring 24/7 coverage without having to maintain multiple physical locations.


Learn More About: 

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Lead Acquisition Using New Media Techniques

Factors to consider when calculating the contact or call center ROI

Calculating Contact-Call Center ROI - How Do You Measure The Value Of Customer Satisfaction?

How to reduce costs and increase customer satisfaction.

Contact Center Analytics: Driving Greater Efficiency, Higher Revenue, and Increased Customer Satisfaction

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.