Draft:Call Center Software

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Instructions · What links here · Call Center Software (talk: + · bio) · (log) · Copyvios report · reFill · Citation Bot · (Search: Google, Wikipedia) · Submitted 5 days ago by Shubham Gyawali (talk: D · +) · Last edited 5 days ago by Citation bot

Call center software refers to computer applications and systems that help organizations manage inbound and outbound communications within a call center or contact center environment. These solutions are used in customer service, technical support, telemarketing, sales, and business process outsourcing (BPO). Modern call center software may be deployed on-premises or as a cloud-based service and often integrates with customer relationship management (CRM) systems.^[1]

History

The origins of call center software trace back to early telephony systems including Private Branch Exchange (PBX) and Automatic Call Distribution (ACD) technologies.^[2] Over time, developments like computer-telephony integration (CTI) allowed tighter linkages between call systems and business applications.^[3] The 2000s saw wider adoption of Voice over Internet Protocol (VoIP) and cloud computing for hosted call center platforms. In the 2020s, artificial intelligence, natural language processing, omnichannel communications, and cloud-based contact center as a service (CCaaS) became increasingly important.^[4]

Features

Common features of call center software include:

Automatic Call Distribution (ACD): Routes incoming calls to agents based on availability, skills, or other rules.^[5]
Interactive Voice Response (IVR): Enables automated menus and self-service before a human agent is involved.^[6]
Call recording and monitoring: Used for compliance, training, and quality assurance.
Analytics and reporting: Tracks KPIs like call volume, wait time, abandonment rates, and agent performance.^[7]
Dialers: Including predictive or power dialers for outbound calls.
CRM integration: Links call center operations with customer data for better service continuity.
Workforce management: Scheduling and forecasting of agent workloads to meet service level goals.^[8]

Types

Software may be categorized by deployment model:

On-premises: installed & managed within a company’s own infrastructure.
Cloud-based / SaaS: hosted by a provider, accessed over the internet.^[9]
Hybrid: mixtures of both models.

Industry applications

Call center software is used in various sectors including:

Customer service / BPO
Sales and telemarketing
Healthcare (e.g., patient appointment scheduling, support)^[10]
Financial services (e.g., account inquiries, fraud detection)
Retail and e-commerce (order tracking, returns, customer support)
AI-driven systems for chatbots and self-service support.^[11]

Market overview

The global contact center software market was valued at USD 43.39 billion in 2024 and is projected to reach USD 50.67 billion in 2025.^[12] Other forecasts suggest the market could reach USD 342.54 billion by 2034, growing at a compound annual growth rate of nearly 24%.^[13] Industry analysts highlight cloud adoption, omnichannel communication, and artificial intelligence as the primary drivers of this growth.^[14]

References

^ Contact Center Software Market Size & Share Report, 2030 (Report). Grand View Research. 2024.
^ Thompson, Julieo S. (2019). The Evolution of Technology in Call Centers (Thesis). Nova Southeastern University.
^ Rowe, Frantz; Marciniak, Rolande; Clergeau, Cécile (2016). "The Contribution of Information Technology to Call Center Productivity: An Organizational Design Analysis". Information Systems Journal.
^ "The History of the Call Centre – Updated". Call Centre Helper.
^ Koole, Ger; Mandelbaum, Avishai (2001). "Queueing Models of Call Centers: An Introduction" (PDF).
^ Aksin, Zeynep; Armony, Mor; Mehrotra, Vijay (2007). "The Modern Call Center: A Multi-Disciplinary Perspective on Operations Management Research". Production and Operations Management. 16 (6): 665–688. doi:10.1111/j.1937-5956.2007.tb00288.x.
^ Embar, Akash; Shrivastava, Aditya (2025). "LLM-Based Insight Extraction for Contact Center Analytics and Cost-Efficient Deployment". arXiv preprint arXiv:2503.19090. arXiv:2503.19090.
^ Koole, Ger; Li, Siqao (2021). "A practice-oriented overview of call center workforce planning". arXiv preprint arXiv:2101.10122. arXiv:2101.10122.
^ Contact Centre Software Global Market Report 2025–2034 (Report). The Business Research Company. 2025.
^ Thompson, Julieo S. (2019). The Evolution of Technology in Call Centers (Thesis). Nova Southeastern University.
^ Yu, Pan (2024). "Research on the Current Status and Development Trends of AI in Customer Service Systems". Academic Journal of Science and Technology.
^ Contact Centre Software Global Market Report 2025–2034 (Report). The Business Research Company. 2025.
^ Contact Center Software Market Size to Hit USD 342.54 Bn by 2034 (Report). Precedence Research. 2025.
^ "Where is Customer Care in 2024?". McKinsey & Company. 2024.

[1] Contact Center Software Market Size & Share Report, 2030 (Report). Grand View Research. 2024.

[2] Thompson, Julieo S. (2019). The Evolution of Technology in Call Centers (Thesis). Nova Southeastern University.

[3] Rowe, Frantz; Marciniak, Rolande; Clergeau, Cécile (2016). "The Contribution of Information Technology to Call Center Productivity: An Organizational Design Analysis". Information Systems Journal.

[4] "The History of the Call Centre – Updated". Call Centre Helper.

[5] Koole, Ger; Mandelbaum, Avishai (2001). "Queueing Models of Call Centers: An Introduction" (PDF).

[6] Aksin, Zeynep; Armony, Mor; Mehrotra, Vijay (2007). "The Modern Call Center: A Multi-Disciplinary Perspective on Operations Management Research". Production and Operations Management. 16 (6): 665–688. doi:10.1111/j.1937-5956.2007.tb00288.x.

[7] Embar, Akash; Shrivastava, Aditya (2025). "LLM-Based Insight Extraction for Contact Center Analytics and Cost-Efficient Deployment". arXiv preprint arXiv:2503.19090. arXiv:2503.19090.

[8] Koole, Ger; Li, Siqao (2021). "A practice-oriented overview of call center workforce planning". arXiv preprint arXiv:2101.10122. arXiv:2101.10122.

[9] Contact Centre Software Global Market Report 2025–2034 (Report). The Business Research Company. 2025.

[10] Thompson, Julieo S. (2019). The Evolution of Technology in Call Centers (Thesis). Nova Southeastern University.

[11] Yu, Pan (2024). "Research on the Current Status and Development Trends of AI in Customer Service Systems". Academic Journal of Science and Technology.

[12] Contact Centre Software Global Market Report 2025–2034 (Report). The Business Research Company. 2025.

[13] Contact Center Software Market Size to Hit USD 342.54 Bn by 2034 (Report). Precedence Research. 2025.

[14] "Where is Customer Care in 2024?". McKinsey & Company. 2024.

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