There is a lot of technology required to run a modern call center. Call center technology can vary widely, based on the database platform it links to, vendor offerings and business requirements. However, most call center technology packages will feature these five important components.
An automatic call distribution software package (ACD) helps to route your customer calls to the appropriate call center associates. This software effectively allocates your incoming calls based on your pre-defined parameters. Choices can include the next available representative, or the group serving a certain type of request.