BTTC (best time to call)/ Outbound call optimization
IVR (interactive voice response)
CTI (computer telephony integration)
Enterprise Campaign Management
Outbound predictive dialer
CRM (customer relationship management)
CIM (customer interaction management) solutions (Also known as 'Unified' solutions)
Email Management
Chat and Web Collaboration
Desktop Scripting Solutions
Issue tracking system
Outsourcing
Third party verification
TTS (text to speech)
WFM (workforce management)
Virtual queuing
Voice analysis
Voice recognition
Voicemail
VoIP
Speech Analytics
Knowledge Management System
Electronic performance support systems
呼叫中心的專利
有大量的專利覆蓋呼叫中心技術(shù)的各個方面。該領(lǐng)域的一名早期的發(fā)明家,Ronald A Katz,個人擁有超過50項的早期專利發(fā)明。其專利覆蓋了免費電話號碼技術(shù)、自動伺服技術(shù)、自動電話分配、語音響應(yīng)單元、計算機電話集成以及語音識別。超過100家的公司,包括AT&T、IBM、CitiBank等,使用了Katz先生的專利技術(shù)。