By:  Donna Fluss, Founder & President of DMG Consulting LLC

I'm frequently asked what call center technology is essential to build an effective call center. Of course, the answer to this question depends on many things, including the purpose of the call center, its size, the supported channels (calls, emails, chats, faxes, etc.) and the location(s) of the call center. A call center can be complex and technically sophisticated or a relatively simple operation, depending on the needs of the organization. There's a plethora of sophisticated call center technology, systems, applications and tools available to operate a call center. The challenge is to select the right technology, implement it properly, and then optimize performance on a day-to-day basis. Below are some of the must-have technology options for today's call centers:
 

1.   Automatic call distributors (ACD) or dialers: All call centers need a system to process calls and other interaction types like email and chat, as necessary. Automatic call distributors (ACDs) and/or dialers are core call center systems; all other applications are intended to complement and improve the performance of these two underlying systems. Inbound call centers use an ACD to manage the flow of incoming calls and to route them to the most appropriate agent. Meanwhile, outbound call centers require a dialer to place and complete calls.
 

2.   A CRM application/call center servicing application is the second most important technology in call centers. Agents use the servicing application to respond to customers with an understanding of their relationship and value to the enterprise. Call center agents also use the servicing application to document customer issues or requests and steps that were taken to address those issues. This creates a record of interactions that can be accessed the next time the customer reaches out for help.
 

3.   Campaign management system: Outbound call center organizations require a campaign management system (CMS) to let the dialer know whom to contact, or to produce a list of phone numbers or email contacts. A more sophisticated CMS will allow agents to record how each customer has responded to a given campaign.
 

4.   Call recording systems: All sales contact centers and many customer service environments – inbound or outbound – require recording systems to capture all interactions so that they can be replayed if there is a question about an interaction. Some organizations just capture calls; others capture both the call and related screens used to service the customer. The most sophisticated recording systems capture all interaction types, not just calls.
 

5.   Interactive voice response systems (IVR)/speech recognition systems are self-service tools that automate the handling of incoming customer calls. Advanced interactive voice response (IVR) systems use speech recognition technology to allow customers to interact with the IVR by speaking instead of pushing buttons on their phones. IVR/speech recognition systems can help companies keep their costs down and often automate the handling of 40 to 85 percent of all incoming customer inquiries in industries, such as retail banking, credit card, brokerage, insurance, health care and utilities. Some enterprises also claim that IVR/speech recognition improves service quality, since an automated system can be available when live agents are not on duty. An increasing number of outbound call centers – particularly those doing collections and sales -- are using IVR systems to increase their effectiveness and productivity.