Comparison of Call Center Software
Choosing the right call center software for your organization's needs can be the difference between smooth operation and technical nightmares. A number of different programs are available, which differ in their features.
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Customer Interaction Center
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Interactive Intelligence's Customer Interaction Center, or CIC, is an all-in-one software application which includes quality monitoring and reporting, outbound dialing and agent scoring. CIC is known as a good "all-round" software package, covering all the bases but not specializing in any particular feature.
Intelligent Customer Front Door
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This program, by Genesys, is a call routine package that routes callers to the best agent to handle each call. The package held over 10 percent of the world-wide market share in 2007.
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Unified IP
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Aspect's Unified IP is a session initiation protocol combining features such as automatic call distribution, workflow management, and predictive dialing. Owing to Aspect's strategic partnership with Microsoft, Unified IP is compatible with a range of Microsoft software, including the Office Communications Server.
Rostrvm Dialler
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This call center software allows predictive dialing, automatic call distribution, call/task blending and agent scripting. Most commonly used as an outbound dialing system, this suite is notable in that over 80% of its development came about through customer suggestions.
Contact Manager
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Contact Manager, by Infinity, is a contact center suite including several applications to aid agent productivity. Contact Manager boasts desktop scripting, predictive dialing, agent timesheets and performance reporting.
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