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Call centre equipment encompasses a range of technology from hardware, such as the telephone system, to software and network services. Interoperability is a key issue when selecting call centre equipment: while some internet-based telephony systems work with traditional handsets, some will require new phone hardware which can be expensive.
Software is the next consideration for a business buying call centre equipment. Good software will provide automatic call distribution to structure queues and interactive voice response to cater to customers outside of working hours, as well as tallying how long on average a caller is kept waiting. A package may also include customer relationship management software in order to quickly and effectively bring up a customer's details on-screen.
In order to link a call centre to back-office software and the telephone system, network hardware including routers and firewalls is also essential. VoIP technology may be a plus here, offering network savings as well as the ability to have employees work in different offices, or even from home.
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