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2. Call centre - Wikipedia

   en.wikipedia.org/wiki/Call_centre

   A call center was previously seen as an open workspace for call center agents, with workstations that included a computer and display for each agent and were connected to an inbound/outbound call management system, and one or more supervisor stations.

3. Contact center telephony - Wikipedia

   en.wikipedia.org/wiki/Contact_center_telephony

   In marketing, contact center telephony is the communication and collaboration system used by businesses to either manage high volumes of inbound queries or outbound telephone calls keeping their workforce or agents productive and in control to serve or acquire customers.

4. Auto dialer - Wikipedia

   en.wikipedia.org/wiki/Auto_dialer

   Using agent availability alone to set the maximum number of parallel outbound calls is not as efficient as it is possible to be, since a large fraction of all calls in practice are RTNR or not answered by humans, meaning that a similar fraction of agents goes unused if an agent being available at the point of call initiation is a requirement. [4]

5. Agent-assisted automation - Wikipedia

   en.wikipedia.org/wiki/Agent-assisted_automation

   Fraud prevention is a specialized type of agent-assisted automation focused on reducing ID theft and credit card fraud. ID theft and credit card fraud are huge threats for call centers and their customers [1] and few good solutions exist, but new agent-assisted automation solutions are producing promising results. The technology allows the ...

6. Interactive voice response - Wikipedia

   en.wikipedia.org/wiki/Interactive_voice_response

   An IVR can play announcements and request an input from the caller. This information can be used to profile the caller and used by an ACD to route the call to an agent with a particular skill set. Interactive voice response can be used to front-end a call center operation by identifying the needs of the caller. Information can be obtained from ...

7. Soundboard (computer program) - Wikipedia

   en.wikipedia.org/wiki/Soundboard_(computer_program)

   Call Centers are adopting soundboard technology. [4] Though more limited in its scope and applications, soundboards are one type of agent-assisted automation, a specialized call center technology which improve productivity. For example, soundboards seem to be primarily used for outbound telemarketing. Because the technology effectively ...