Contact center software consists of a suite or set of technology tools that increase the effectiveness and efficiency of a contact center, with a specific focus on facilitating interactions between customers and contact center agents.
The core function of contact center software is to route customer contacts to agents and track and report key metrics regarding those interactions. Contact center software contains user-established rules to assist in routing contacts to agents who have the appropriate skill sets to handle specific types of inquiries. They also help to automate many of the contact center operations.
