呼叫中心软件是一个平台，可帮助企业通过语音、短信、电子邮件和数字渠道管理和简化来电和去电客户沟通。它通常包含呼叫路由、自动拨号器、CRM 集成、通话记录、分析和座席绩效跟踪等功能。
一个外拨呼叫中心专注于给客户或潜在客户打电话。它通常用于电话营销、销售、潜在客户开发、客户跟进， 和预约提醒外拨呼叫中心通常使用预测拨号器或强力拨号器等拨号器来最大限度地提高工作效率。SmartCC 主要是一款外拨呼叫中心软件，具备完整的外拨呼叫中心功能，是您的理想选择。
一个入站呼叫中心手柄来电来自客户的电话。这些电话通常客户服务、技术支持、账单查询， 或者订单管理. 功能如下IVR、ACD 和基于技能的路由是高效入站操作的关键，可在 SmartCC 呼叫中心软件上使用。
是的，SmartCC 是一个基于云的 CCaaS（呼叫中心即服务）平台。您可以在几分钟内设置您的呼叫中心。此外，只要有互联网连接，就可以从任何地点访问它。它支持远程座席，确保可扩展性，并减少对本地基础设施的需求。
此外，如果需要，SmartCC 还提供可在您的环境中安装的内部版本。
SmartCC 提供多种拨号模式，满足各种活动需求：
手动拨号器：代理发起的呼叫，具有完全控制权。
预览拨号器：代理在拨号前会检查联系方式。
渐进式拨号器：自动为每个可用代理拨打一个电话。
强力拨号器：一旦代理有空，立即拨打下一个电话。
预测拨号器：提前拨打多个号码，以最大限度延长代理通话时间。
Yes. SmartCC supports blended call center operations, allowing agents to handle both incoming and outgoing calls seamlessly. You can configure campaign rules, priorities, and agent roles accordingly.
SmartCC call center software helps businesses streamline communication, improve customer service, and boost team productivity.It automates routine tasks, reduces manual errors, and enables agents to handle more calls efficiently.
Sales and support workflows become more strategic, with tools like Click-to-Dial, call scripts, and sales dialers helping agents focus on what matters most—engaging customers and closing deals.
You also gain real-time analytics and the ability to scale easily as your team grows.
SmartCC makes every call more efficient, data-driven, and results-focused.
No special hardware is needed. SmartCC works with WebRTC softphones (browser-based), headsets. For teams that prefer physical phones, we support SIP/IP phones as well.
Yes. SmartCC call center software is designed to be scalable and flexible, making it ideal for startups, SMEs, and large enterprises alike. You can start small and expand as your business grows.
Absolutely. SmartCC supports on-demand or automatic call recording. You can store, review, and download call recordings for quality assurance, training, and compliance purposes.
SmartCC provides real-time dashboards and historical reports to track KPIs such as call duration, call number, agent availability, recording and more. Supervisors can also listen to live calls and provide coaching.
Yes. Supervisors can monitor live calls, whisper to agents, or barge in when needed. Real-time dashboards also provide insights into queue status, agent availability, and agent performance.
Yes. SmartCC is a cloud-based call center and support WebRTC softphone. It allows you to set up a remote call center in a few minutes, the remote agent will just need a stable internet connection for flexible remote work.
Tracking outbound call center activities is essential for maintaining performance, improving agent productivity, and enhancing customer engagement.
Focus on key metrics such as:
Call volume – the number of outbound calls made
Call duration – average talk time per call
Conversion rate – how many calls result in a sale or action
Call abandonment rate – how often calls are dropped or unanswered
First call resolution (FCR) – issues resolved in the first interaction
Customer satisfaction (CSAT) – post-call feedback and ratings
Use tools like call recording, live call monitoring, and real-time dashboards to evaluate call quality and agent performance. Integrating with a CRM system also helps track lead status, follow-ups, and customer responses.
