Call Center Infrastructure (CCI), also known as contact center infrastructure, refers to the tools and solutions necessary to establish and operate a call center. CCI software enables businesses to create efficient call or contact centers that facilitate communication with customers. Primarily utilized by customer-facing teams, CCI supports both inbound and outbound communications and includes functionalities for managing operations and back-office tasks such as workflow management, employee monitoring, and productivity measurement. Traditionally, CCI was designed for on-premises deployment, but advancements in cloud technology have enabled the development of cloud-based call centers. These solutions offer a comprehensive, cloud-hosted infrastructure with features like call routing, call recording and monitoring, automatic call distribution (ACD), and interactive voice response (IVR). Companies that provide local area network (LAN) services and VoIP solutions also offer software to establish the necessary network connectivity for contact centers. Depending on the provider and membership plan, CCI packages may include a variety of additional features, often integrating with CRM software. To be included in the Call Center Infrastructure (CCI) category, a product must: * Distribute incoming calls or manage phone number assignments for outbound centers. * Manage and store data related to calls, customers, and agents. * Provide a comprehensive infrastructure solution, including call management, placement, routing, recording, and analytics. * Enable managers to track and monitor calls. * Include essential features such as automatic call distribution, universal communications, interactive voice response, universal queue management, and computer telephony integration (CTI).
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Verizon
verizon.com
Freshdesk
freshdesk.com
Webex
webex.com
Twilio
twilio.com
RingCentral
ringcentral.com
ServiceNow
servicenow.com
Vonage
vonage.com
Aircall
aircall.io
8x8 Work
8x8.com
3CX
3cx.com
Dialpad
dialpad.com
Automation Anywhere
automationanywhere.com
Close
close.com
JustCall
justcall.io
KrispCall
krispcall.com
MiiTel
miitel.com
Five9
five9.com
Nextiva
nextiva.com
Cloudtalk
cloudtalk.com
Airtel Business
airtel.in
Voiso
voiso.com
DialedIn
getdialedin.com
CallHippo
callhippo.com
TCN
tcn.com
Comstice
comstice.com
Talkdesk
talkdesk.com
Squaretalk
squaretalk.com
FreJun
frejun.com
NICE inContact
incontact.com
500apps
500apps.com
OpenText
opentext.com
MightyCall
mightycall.com
MyOperator
myoperator.com
Maqsam
maqsam.com
Ringostat
ringostat.com
Dialaxy
dialaxy.com
CommPeak
commpeak.com
Toky
toky.co
Readymode
readymode.com
Revenue.io
revenue.io
Jet Interactive
jetinteractive.com.au
Aloware
aloware.com
Evolve IP
evolveip.net
Mitel MiCollab
mitel.com
FluentStream
fluentstream.com
VoiceSpin
voicespin.com
Fuze
fuze.com
CloudCall
cloudcall.com
Callision
callision.com
VirtualPBX
virtualpbx.com
Lumen
lumen.com
Exotel
exotel.com
DCDial
dcdial.com
TalkChief
talkchief.io
Cordless
cordless.io
Thirdlane
thirdlane.com
Bevatel
bevatel.com
CallTower
calltower.com
menetalk
menetalk.com
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