Call center services have many classifications and differ depending on what you need and what are your business requirements. Capabilities of modern call center software, especially cloud solutions, allow you to handle all customer interactions and communication in one tool without purchasing dozens of unnecessary instruments and software pieces.

First of all, call center services differ depending on what kind of call center we are talking about – whether it is an inbound or outbound call center, or a blended call center that contains capabilities of both solutions.

Inbound call center services include

• IVR (Interactive Voice Response) system for self-servicing and call routing
• ACD( Automatic Call Distribution) system for advanced call routing
• Third-party software integration (including CRM and help desk sofware)
• Call monitoring in three modes – whispering,hidden, and barging-in
• Call recording
• Live dashboards with deep insights and analytics
• Intelligent call routing system with various routing modes
• Call scripting editor
• Call queue management tools
• Integration of non-phone communication channels, such as email, web chat, etc.
• Workforce management tools

Outbound call center service include

• Automated calling service (pre-recorded messages sent as calls)
• Auto dialers, including Predictive, Power, and Preview dialing modes
• Customizable redialing rules for unsuccessful calls
• Dashboards with insights
• Multiple cold calling campaigns setting and running
• Identification of invalid phone numbers, such as answering machines