Call Center Solution Types You Need to Know

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 routingrn• Advanced call routingrn• Sticky agentrn• IVRsrn• Least wrap up time call routingrn• Idle agent call routingrn• Call transferrn• Call forwardingrn• Call mutern• Music on holdrn• Call holdrn• Call retrievern• Barge-inrn• Whisperrn• Conferencern• Call recordingrn• Reportsrn• 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 dialerrn• Power dialerrn• Predictive dialerrn• Web phonern• Manual dialerrn• Callback • Call schedulingrn• Call hold and retrieve • Call forwardingrn• Call transferrn• Call scriptrn• Barge-inrn• Whisperrn• Conferencing • Voice loggingrn• Call detail reportsrn• 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. rnWhen 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.