Computer Telephony Software
Computer telephony software can be divided into a number of categories, each of which provides a set of functionality for Computer Telephony Integration (CTI).
Automatic Call Distributors (ACD’s)
Automatic Call Distributors are used by inbound call-centers to evenly distribute telephone calls between available customer service representatives.
Interactive Voice Response (IVR)
Interactive Voice Response systems are used to gather data from callers before transferring them to a customer service representative.
IVR systems are well known for their frequent repetition of “Press or say 1 for …”.
Screen Population
Screen pop programs take Caller-ID or ANI data and information from IVR systems and display it on the computer screen.
Software Dialers
Software dialers enable users to dial the telephone directly from their computer. This is very convenient, because computers can store address books of thousands of contacts.
Autodialers
Autodialers are a category of software dialers that are designed to dial a large volume of telephone numbers very quickly.
Predictive Dialers
Predictive dialers are a second generation of autodialer technology.
Predictive dialers examine the availability of a group of outbound call center agents and determine the number of telephone calls to place based upon the number of available agents.
Predictive dialers reduce the time that telemarketers spend waiting for calls or talking to answering machines or fax machines.
Sometimes, the predictive dialer will dial more telephone calls than there are available call agents. If you have ever received a call from a telemarketer and been asked to wait to speak with an agent, you have experienced this type of predictive dialer failure.
Computer Answering Machine Software
Computer answering machine software enables a computer to act as an answering machine. Custom greetings can be defined, IVR technologies can be integrated, and voice messages can be saved to disk, e-mailed, or sent across a network for remote access.
Voice Mail Boxes
Voice Mail Boxes act as computer answering machines for large organizations. A VMB may support thousands of individual voice mail boxes.
PBX’s
Computer-based PBX systems enable even the smallest companies to maintain their own Private Branch Exchange switches at costs significantly lower than traditional dedicated hardware PBX systems.
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- Computer Telephony Integration (CTI)
Computer Telephony Integration is a set of technologies for integrating and managing computers and telephone systems. CTI functionality falls into two general categories: CTI enables the computer user to control their telephone system CTI enables the telephone system to display information via the computer A user with a CTI-enabled computer will be able to dial [...]...
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VoIP spam or Spam over Internet Telephony (SPIT) is one of the foreseen future forms of spamming that Internet authorities are preparing for today. With the increasing use and dependence on the Internet for communications and data transfer, malicious software programmers have taken advantage by creating VoIP bots with the ability to harvest data and [...]...
I am looking for software that will record in/outgoing conversations for training purposes. I would require an announcement that the phone conversation was being recorded. I also want to send a prerecorded message to multiple phone numbers as an outgoing call. I would also like to dial numbers from the computer possibly by right clicking on numbers in a spreadsheet. Is ther eone piece of software that does this? Do I need hardware besides a basic modem? I only want to do this for 1 line at this point.
Not sure about all of these features in one, but have you looked at CallCorder or ModemSpy?
Hi
I am loking for a intergrated outbound automated calling system that will enable me to send a message out to the retailer, each time when a customer places an order via the net then the retailer will get an sms but to confirm the order i would like to see if you have a system were an automated call is then placed to let the retailer know that they have an order placed and that the order number is 22323232 etc.
The oreder number will be used as an invoice
Hi Barry,
“Computer Answering Machine Software” could be the best suited option for the scenario which you have defined, and there are many software options available in market.