Call centers use various software applications to manage different aspects of their business.  Those areas can generally be divided into CRM (Customer Relationship Management Software) which is provided through vendors such as Siebel, SalesForce.Com, and others and manages email, phone contacts, and other points of contact in an integrated manner.

Other areas deal with the management of the call center employees.  This software deals with payroll, timekeeping, staffing, forecasts, productivity monitoring, and employee performance evaluations.

Additionally, call centers utilize software to assist in the answering and placing of calls. This software encompasses Predictive Dialers, Call scripting, ACD Software, CTI integration, IVR for interactive voice response, ASR for automated speech recognition, and others.

An area of great concern since the DNC (Do Not Call) laws have been passed revolve around software that scrubs lists or performs DNC Filtering. This insures that your call center is not placing outbound calls to people that it does have the legal right to contact.

For more information on DNC laws visit

http://www.ftc.gov/bcp/conline/pubs/alerts/dncalrt.htm