Applications

A contact centre application streamlines and elevate the operations of a contact centre or call centre. These applications are indispensable tools that play a pivotal role in managing interactions with customers across a multitude of communication channels. They also serve as a means to optimise the performance of agents and the broader customer service process.

Contact centre applications provide a comprehensive suite of features and functionalities tailored to the specific needs of contact centres. These applications serve as a central hub where customer interactions from diverse channels, including phone calls, emails, chats, social media, and more, are all seamlessly managed and tracked.

What are the common contact centre applications?

Automatic Call Distribution

Automatic Call Distribution (ACD) applications intelligently route incoming calls based on user-defined rules.

Interactive Voice Response

Interactive Voice Response (IVR) applications greet callers and enable self-service options.

Workforce Management 

Workforce Management relies on advanced applications for staffing forecasts and optimising agent schedules.

Predictive Diallers

Agents also leverage multiple applications to enhance their efficiency. Predictive diallers connect outbound agents to leads, aiding in meeting sales targets. 

CRM Applications

Customer Relationship Management (CRM) applications provide caller details and historical interactions. Dashboard apps help agents monitor performance, while training applications support professional development.