Firstly, your call center is run by human, so you will need devices to record the user’s time attendance. There are a few solutions for the call center to record attendance. When your agent make calls to customers, you want to display phone numbers as Caller ID so that the customers can call back. The ability to modify Caller ID is also a technical concern when you setup call center.

• Time attendance
• Out channel
• In channel
• Caller ID

Hardware is great thing for get good quality so we can call it call center dedicated server. IP-PBX or server is use to distribute calls to phones. If you are doing inbound call center, the IP-PBX is important to record all the calls, waiting time, and etc. If you are doing out bound call center, all the IP-Phones, or soft phones will be connected to the IP-PBX and to make calls out. Every calls, in or out are recorded in CDR (Call Detail Records), and the CDR is very important for reporting and analysis purpose.

• IP-PBX / Server
• IP-Phones
• Softphones
• Computers
• Networking
• Headsets

A blended call center makes both outgoing incoming phone calls. Smaller call centers do not have the staff to manage calls individually, and must handle both types. In a blended call center, calls are prioritized so outbound agents can handle overflow from inbound agents if need be.

• Automatic call distribution
• Predictive dialer
• Call management software
• Blended contact center

No matter running outbound or inbound call centers, customer lists are the most important. CRM client and call predictive dialer, you are able to assign contacts to operators. Let them update the customers information, share the data and etc.

• Customer list
• Assign contacts to customers
• Call recording
• CRM update customer records
• CDR analysis
• Reporting

Virtual call center is contact centre which the organization’s representatives are geographically dispersed, rather than being situated in a central location, such as a building operated by the organization. Virtual call centre employees may be situated in groups in a number of smaller centres, but most often they work from their own homes.

• Call Center Softswitch
• Out channel
• In channel
• IP-PBX
• IP-Phones
• CRM update customer records
• Call recording
• CDR analysis