Call Management Software

What is Call Management Software? Definition and resources

Call management software is a tool that call center agents use to track and manage calls. Call management software is crucial for a smooth operation because it can perform a variety of tasks such as routing calls to the right agents, capturing inbound caller data, gathering agent performance metrics, and analyzing every interaction for insight into customers’ behavior and sentiment. Call centers usually use VoIP-based call management software, since VoIP is cost-effective and easier to maintain than traditional on-premise equipment. 

Call management software can use an IVR system to route callers to the right agent. IVR allows customers to speak their selections into the phone, and an AI-powered virtual agent can then find the next available qualified agent to take the call. The software also brings up a customer’s data as they call in, helping agents to quickly identify callers and revise their history. Call management software can also track different agent metrics such as average hold time and average talk time. This data is valuable for team leads because it can help them identify agents who may need extra training. The software can also help enhance the customer journey. As customers call in, advanced AI-technology, such as speech recognition tools, can capture keywords and sentiment. This allows call center leadership to spot trends, compliance risks, and potential problems. 

Call recording is another feature that call management software offers. It can capture both voice and screen recordings during every interaction. Agent best practices or high-risk calls can be quickly identified. Team leaders can use these recordings in addition to metrics for highly-effective coaching and training. 

More Call Management Resources for Contact Centers

Inbound Call Center Software Solution | LiveVox Inbound Voice

Minimize wait times. Use capabilities such as Place in Line notifications, Estimated Hold Time, Customer Call Back, SMS options, and other IVR features to manage your inbound call volume.

What’s a Cloud-Based Contact Center? Software & Technology | LiveVox

A cloud-based contact center is built around the core technologies of the automatic call distributor (ACD) and the interactive voice response (IVR) system, but it’s not limited to voice calls. It can manage a wide range of communication channels, including email, SMS, live chat, and social media. It also has built-in workforce optimization capabilities to help you manage staffing, as well as reporting tools that allow you to pinpoint your most profitable opportunities for growth.

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About LiveVox

LiveVox (Nasdaq: LVOX) is a next generation contact center platform that powers more than 14 billion omnichannel interactions a year. By seamlessly unifying blended omnichannel communications, CRM, AI, and WEM capabilities, the Company’s technology delivers exceptional agent and customer experiences, while helping to mitigate compliance risk. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company has more than 650 global employees and is headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; St. Louis; Medellin, Colombia; and Bangalore, India. To stay up to date with everything LiveVox, follow us at @LiveVox or visit livevox.com.

To stay up to date with everything LiveVox, follow us at @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.