A call center is used in the organizations to manage large volume of calls, basically is a centralized office used to receive and forward the call to the right person to solve the specific issue requested by telephone.

Then, the question "What is a call center?", can be answered by saying that the meaning of call center is the particular area of an organization supported on information technology with the function of manage the incoming calls, these calls might be about product support or general information inquiries from customers; and also the outgoing calls (for example: telemarketing).

The installation of a call center has, as a consequence, a reduction of costs, and a better service, and it also provides standardized, streamlined, uniform service for customers. The information that is obtained in a call center is collected by a group of call center agents, this information includes: agent logged in, agents available, durations of calls, longest duration agent available, number of calls in queue, number of calls offered, etc. This kind of information can be analyzed to help make better decisions.

When a company have implemented a CRM (Customer Relationship Management) Solution,  it’s recommendable to implement tools like Call Center Software as part of a strategy to provide good service to their customers and future clients.

Small companies can install the call center software in a single computer, this computer can be converted in a call center, the software installed in these machines is called Advanced Call Center. The machine can be used like a conventional telephone. It is possible to detect incoming calls, had a answering machine, recording of voice messages and store general call information. All this data can also be analyzed to provide better service to customers.

 
Some of the most popular Call Center Software are:  Zeacoms call center software , NCH Software , ACD Software , Stratasoft , among others.