![]() The closely related term "contact center software" is in many cases a synonym, but also refers to features used in call centers that handle a number of communication channels in addition to voice (e.g., email, instant messaging, SMS text, social media, and live chat).Ĭall center software supports the agents whose job it is to assist customers over the phone, or via one of those other channels. Simply put, this is an umbrella term for applications dedicated for use in either a formal or informal call center. ![]() How call center software differs from PBX and customer service software.We'll also highlight the specific functionality that can only be found in a true call center solution. This buyers guide will cover the major differences and points of overlap between these software categories to help you understand which best fits your needs. At the same time, call center software offers a number of dedicated features for both agents and supervisors that can't be found in other types of business communications solutions. Call center systems share characteristics with both standard business phone systems (also known as PBX systems) and customer service/ help desk solutions.
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