6 Categories of Call Center Software


Call center software refers to a set of applications and tools designed to help businesses manage their inbound and outbound phone interactions with customers. This type of software often includes features such as automated call distribution, interactive voice response, call routing, call recording, real-time analytics, and workforce management tools. There are several categories of cloud call center software, each with its own application areas and critical technologies. Here are some of the main categories:

1. Automatic Call Distributor (ACD) Systems

ACD systems automatically distribute incoming calls to the most appropriate agent or team. These systems use advanced algorithms to determine the best available agent based on various criteria such as caller ID, call history, and agent availability. Key technologies used in ACD systems include intelligent routing algorithms, IVR (Interactive Voice Response) and CTI (Computer Telephony Integration) technologies Easiio Cloud Call Center offers ACD capabilities.

2. Interactive Voice Response (IVR) Systems

IVR systems automate customer interactions with a voice menu or a touch-tone keypad. These systems can provide self-service options for customers, such as checking account balances, paying bills, or scheduling appointments. Key technologies used in IVR systems include natural language processing (NLP), speech recognition, and text-to-speech technology. Easiio cloud call center enables easy editing of IVR features.

3. Customer Relationship Management (CRM) Systems

CRM systems manage customer interactions and data. These systems can track customer interactions across multiple channels, such as phone, email, chat, and social media. Key technologies used in CRM systems include data analytics, artificial intelligence, and machine learning. Easiio's contact center uses sflow.io CRM systems for customer management and tracking.

4. Predictive Dialers

Furthermore, Easiio call center software provides predictive dialing capability. Predictive dialers are used to automate outbound calls to customers, and these systems use advanced algorithms to predict the optimal time to dial a customer based on historical data, call history, and other factors. Key technologies used in predictive dialers include data analytics, machine learning, and natural language processing.

5. Workforce Management (WFM) Systems

Workforce management (WFM) systems are used to manage call center staff and resources. One can use these systems to schedule agents, monitor performance, and also can forecast call volumes.

6. Computer Telephony Integration (CTI) Systems

CTI systems are used to integrate phone and computer systems, allowing agents to handle calls and access customer data from a single interface. Key technologies used in CTI systems include API (Application Programming Interface) integration, screen pop-ups, and call logging.


Overall, cloud call center software solutions can help businesses to improve customer service, increase efficiency, and reduce costs. Therefore, we are constantly evolving the key technologies used in these systems and always developing new innovations. Signup for the call center free trial on the Easiio website.