What is call center software?

Call center software is a collection of applications that support customer service operations. It automates key functions such as call routing and volume forecasting. Modern call center software is often infused with artificial intelligence (AI) and designed to help organizations deliver exceptional customer experience (CX) and agent experience (AX). Additionally, the best call center software helps call centers efficiently manage agent labor costs.

Call center software is offered by vendors or can be developed in house. It can be hosted on-premises (in the call center's facility) or in the cloud in a software as a service (SaaS) arrangement. Cloud-based call center software offers the most flexibility and scalability and is usually more cost-effective than on-premises solutions, which is why most customer service operations are moving towards the cloud.

Applications common to call center software suites

These applications are commonly found in call centers:

  • ACDs - Automatic call distributors (ACDs) are essential technology for call centers. The ACD's primary function is to route incoming calls to agents using criteria such as agent skills and availability and customer interaction history and behavioral profiles. ACDs are often integrated with other software, such as IVR systems and customer relationship management (CRM) applications, in order to maximize the quality of the customer-agent match, which is a critical driver of customer satisfaction.
  • IVRs - Interactive voice response (IVR) systems allow callers to interact with menu options that ultimately lead to an agent interaction or a self-service attempt. Modern IVRs leverage natural language understanding, a form of AI, to let customers speak their needs or menu choices rather than requiring them to use their phone's keypad.
  • Workforce management - Another common component of call center software suites is workforce management (WFM) software. WFM tools support the important tasks of volume forecasting, agent scheduling, and intraday management, which have a direct impact on customer experience and labor costs.
  • Call recorder - Call centers typically record all or at least a portion of their calls. This allows them to assess and improve quality and may even be required for compliance purposes. Call recording software should make it easy to find specific calls, should also capture agents' screens, and should include a multitude of storage and retrieval options.
  • Reporting - Industry-leading call center software also includes flexible reporting tools that provide operational insight, come with a multitude of out-of-the-box reports, and allow users to easily design their own custom reports. In an operation that's so data-driven, good reporting tools are a key to success.

How NICE can help

NICE is the market leader in providing customers the cloud call center software they need to deliver consistently exceptional customer experiences. Benefits include:

  • Modern ACD providing digital first omnichannel routing and increased business agility
  • Integrated and comprehensive workforce management solutions to engage and empower contact center agents to achieve business goals
  • Automation and artificial intelligence (AI) capabilities to enhance the customer experience and automate routine agent tasks
  • Omnichannel customer journey management

CXone provides an intelligent, unified suite of call center software applications covering the breadth of contact center management disciplines, simplifying administration and streamlining the user experience.