6.    Workforce management (WFM) software is used to forecast the volume of calls (or other interaction types, like emails and chat sessions). Workforce management (WFM) software can help call center managers schedule the optimal number of agents to meet projected needs, taking into account agent breaks, training classes, planned vacations and unplanned sickness. WFM software can automate the process of determining the number of agents that must be hired to ensure that customer transactions are handled at a specified service level. WFM is considered essential for inbound call centers with 100 or more agents or smaller centers that are complex, operating multiple sites and/or handling a variety of interaction types. Recently, outbound call centers have also started to use WFM.
 

7.   Quality management applications are used to measure how well call center agents adhere to internal policies and procedures. These applications are increasingly considered mission-critical for inbound call centers, as they give management insight into call center performance. Quality management (QM) applications are starting to be used in outbound call centers and will eventually become as valuable in those environments as they are in inbound centers.
 

8.  Computer telephony integration (CTI) connects the ACD to the servicing or CMS application. At the most basic level, it delivers a "screen pop," bringing up the customer's account on the agent desktop when it delivers a call. This saves the agent from wasting time looking up customer information and it saves the customer the aggravation of having to provide redundant identification or account numbers. CTI is a major productivity tool for many call centers.
 

9. and 10.   While they are not actually call center systems, it's essential to mention the two primary mechanisms used to transport call center interactions, Time Division Multiplexing (TDM) and Internet Protocol (IP). TDM is the traditional way of moving calls, and IP has recently replaced TDM as the primary mechanism for transporting call center transactions. IP has two primary advantages; it is agnostic about what it moves (calls, emails, chats, faxes) and it can be carried over the less costly, standard telecom data network rather than the old-fashioned voice network designed for analog signalscommunications.

The systems described above are considered essential and are found in the vast majority of call centers with more than 250 agents. However, there are many other call center solutions – some old and some relatively new – that also add great value to enterprises and their customers. They may not be essential, but they often have a rapid and quantifiable return on investment (ROI), which means they should be seriously considered by call center managers. These applications include the following:

• Call center agent coaching
• Call center agent scripting
• Call center performance management software
• Customer surveying software
• Email response management software
• Knowledge management tools (only for certain types of environments)
• Speech analytics software
• Web self-service software

Call centers are complex operating environments that depend on a wide variety of sophisticated technology to process transactions. While call center technology is essential, it's really the agents who leave a lasting impression on customers and they are the key to retaining clients and enhancing relationships.
 

About the author
Donna Fluss is the founder and president of DMG Consulting LLC, a firm specializing in customer-focused business strategy, operations and technology services for Global 2000 and emerging companies. Ms. Fluss is a recognized thought leader and innovator in CRM, contact center and real-time analytics. For over 23 years, she has helped end users build world-class differentiated contact centers and vendors develop high-value solutions for the market. She is the author of the book, "The Real-Time Contact Center" and many leading industry reports, including the 2006 Speech Analytics Market Report and the annual Quality Management/Liability Recording Product and Market Report.