call center software
/kɔːl ˈsɛntər ˈsɒftwɛər/ · call·cen·ter·soft·ware
noun
- Computer programs designed to manage, route, record, and analyze inbound and outbound telephone interactions in a call center environment. The company upgraded its call center software to include AI‑driven speech analytics, improving customer satisfaction scores.
- A suite of integrated applications that combine telephony functions with customer‑relationship‑management (CRM) data to support agents’ workflows. Because the new call center software syncs with the CRM, agents can see a caller’s purchase history the moment the call connects.
Synonyms
contact center softwarecustomer service softwaretelephony softwarecall handling systemCRM telephony integrationvoice platformcall management systemhelp desk software
Antonyms
Did you know? The phrase “call center software” surged in popularity after the 2010 rollout of cloud‑based VoIP platforms, which allowed even small businesses to run sophisticated call‑handling operations without on‑premise hardware.