Call center VoIP software

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  • off-peak

    Off-peak, in a call center context, describes a time period with fewer calls than are handled in a busy period... (Continued) 

  • outbound call

    An outbound call is one initiated from a call center agent to a customer on behalf of the call center or a client... (Continued) 

  • inbound call

    An inbound call is one that a customer initiates to a call center or contact center... (Continued) 

  • outbound call center

    An outbound call center is one in which call center agents make outbound calls to customers on behalf of a business or client... (Continued) 

  • inbound call center

    An inbound call center is one that exclusively or predominately handles inbound calls (calls initiated by the customer) rather than outbound calls... (Continued) 

  • Erlang C

    Erlang C is a traffic modeling formula used in call center scheduling to calculate delays or predict waiting times for callers... (Continued) 

  • Erlang B

    Erlang B is a modeling formula that is widely used in call center scheduling... (Continued) 

  • call center agent

    A call center agent is the person who handles incoming or outgoing customer calls for a business. 

  • virtual agent (intelligent virtual agent, virtual rep or v-rep)

    In customer relationship management (CRM), a virtual agent (sometimes called an intelligent virtual agent, virtual rep or v-rep) is a chatterbot program that serves as an online customer service representative for an organization. 

  • virtual call center

    A virtual call center is a call center in which the organization's representatives are geographically dispersed, rather than being situated at work stations in a building operated by the organization. 

  • See more Definitions on Call center VoIP software
  • Evaluating VoIP for your call center

    Get help evaluating VoIP for your call center in this expert podcast. Find out about VoIP benefits and drawbacks, building a VoIP business case and using VoIP to connect remote call center agents. 

About Call center VoIP software

Voice over Internet Protocol (VoIP) is making waves in the call center, but is it right for your organization? Start here for the latest news, expert advice and resources on call center VoIP software. Get an introduction to VoIP and find information on products and vendors. Learn how to calculate the ROI of a VoIP rollout and read up on the benefits of using VoIP in the call center. Read about how virtual call centers are using this technology and the effect it has on customer satisfaction. Learn how VoIP can help cut costs and response time in the call center. Visit the VoIP All-in-One Guide for help with selecting technology, evaluating vendors, planning for an implementation and managing and maintaining VoIP technology in the call center. Browse chapter downloads and white papers for more VoIP information and resources.