Value added functionalities

Inbound call centers make use of such software as

• Automatic Call Distributors (ACD); evenly distribute incoming calls to all available customer service agents.

• Interactive Voice Response (IVR); enables call centers to automate the collection of basic data from callers and can eliminate the need for a customer service representative on many routine calls.

Outbound call centers benefit from applications like

• Predictive Dialer; offers business the ability to automatically call out using algorithms to speed up or slow down the dialing process.

• Do Not Call Compliance Software; makes sure that a call center follows local, state and government laws of the customers.

• Fulfillment Software; updates inventory in real time, as well as processes payments and notifies warehousing for shipment.

Both inbound and outbound call centers can gain advantage from:

• Computer Telephony Software; integrates phone and computer systems to provide better customer service and reduce call times.

• Customer Relationship Management; enables seamless end-to-end customer support across the entire enterprise.

• Scripting Software; helps representatives find answers to a customer’s question easily; provide current information on products


Learn More About:

Some common call center solutions such as ACD, predictive dialers, scripting software, computer

What are common call center solutions?

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Ten Strategies for Employee Retention in Call Centers

The cost of employee turnover

Exploring Call Center Turnover Numbers

Latest News

Stan Billue releases his classic Sales Training Series in MP3 Format

June 09, 2009 by Stan Billue

Although recognized as one of the top Telemarketing Sales Trainers in the World, Stan Billue is the first to admit that he is rather slow on adapting to new technologies. Stan stated; “I was probably one of the last professional Speakers to add a Fax Machine, a Computer and then a Cell Phone. I also drug my feet at converting my Audio Series from Cassettes to CDs a few years ago.”


Contactual Partners with Pipkins to Provide Workforce Management to Contact Center Customers 

June 04, 2009

Joint Marketing Partnership Brings Together Best in Class Workforce Management and Hosted Contact Center Software. 

SAN CARLOS, CA, June 04, 2009 /24-7PressRelease/ -- Contactual (, the global leader in on-demand contact center software that empowers customer facing organizations to end customer frustration, and Pipkins, Inc. ( a leading supplier of workforce management software and services to the call center industry, today announced they have joined in a partnership to cross sell technology. This agreement will provide a direct connection for call center managers looking to combine a trusted workforce management system with hosted contact center software.