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It is a system that allows businesses to manage multiple communication channels such as phone, email, live chat, instant messaging, SMS text, and social media. It can be used as a part of a customer support or help desk software with a ticketing feature to help agents respond to customer queries and resolve issues.
Inbound call center software enables the agents to deliver personalized and superior customer service, reduced wait time for customers, and streamline the inbound customer service workflow for a business.
Modern businesses are faced with numerous sources and types of communication which they can utilize to their advantage. A set of technology they can use to harness today’s multiple communication channels is call center Software.
However, call center software comes in many forms and functions including auto dialers, call center monitors, call accounting solutions, call analytics, predictive dialer, computer telephony integration (CTI), interactive voice response (IVR), and automatic call distributor (ACD). In addition, it is important to understand the unique features each one offers before investing in one.
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