Call Center systems are advanced application platforms for supporting the telephone customer service in call centers.
Call Center systems allow for providing services to a large number of callers. Their main advantage is that they maintain the individual character of each phone call. Well-planned structure of connections and telescripting enable the quick and easy process of putting through the caller to the relevant consultant who has access to the exact information regarding the subject of the call.
The term “call center systems” has no equivalent in the Polish language as yet since the systems are fairly recent and a fully computerized mode of voice communication. In Poland the Contact Center software usually brings to mind a specialist telephone customer service center or telephone service for advertisement, service, information or promotional campaigns.
However, Call Center Systems have little in common with the traditional branch exchange. Although externally, the operation of the system is very similar (telephones and a multitude of consultants who provide customers with information), there are basically no further similarities. The call center system is a technological breakthrough in the field of communication since the incoming and outgoing calls as well as other Call Center processes have been thoroughly computerized. Whether it is the customer who calls or the consultant who initiates the call, the connections are generated and handled by computer systems and processed by a number of modules (applications) which all constitute the Call Center software . To be more precise, each call involves communication with the address databases and other databases containing detailed information about the customers. The entire Call Center software and the various databases are installed on the company servers, which allows for constant monitoring, extension and integration with other business systems.