{"id":6536,"date":"2024-01-09T14:26:39","date_gmt":"2024-01-09T13:26:39","guid":{"rendered":"https:\/\/www.serviceocean.com\/?page_id=6536"},"modified":"2026-02-23T15:09:55","modified_gmt":"2026-02-23T14:09:55","slug":"call-center-software-by-serviceocean","status":"publish","type":"page","link":"https:\/\/www.serviceocean.com\/en\/call-center-software-by-serviceocean\/","title":{"rendered":"Callcenter Software"},"content":{"rendered":"<!--blockstudio\/blockstudio\/banner--><div id=\"banner-blockstudio-12d2997dace0\" class=\"banner with_slider\">\n\t\t<div class=\"inner\">\n\t\t<div class=\"text\">\n\t\t\t<div class=\"text_inner\">\n\t\t\t\t<div>\n\n<p class=\"is-style-subhead wp-block-paragraph\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-color-purple-color\">SO Callback<\/mark><\/p>\n\n\n\n<h1 class=\"wp-block-heading\"><strong>Why should you use call center software?<\/strong><\/h1>\n\n\n\n<p class=\"is-style-mediumtext wp-block-paragraph\"><strong><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-color-main-color\">Call center software is software that was specifically developed to manage incoming and outgoing calls and offers effective, professional customer service.<\/mark><\/strong><\/p>\n\n\n\n<p class=\"is-style-mediumtext wp-block-paragraph\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-color-main-color\"><strong>There are many reasons why you should be using a software solution.<\/strong><\/mark><\/p>\n\n\n\n<p class=\"is-style-mediumtext wp-block-paragraph\"><strong><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-color-main-color\">Call center software improves the customer experience, increases productivity and calls handled by the team, and optimizes costs.<\/mark><\/strong><\/p>\n\n\n\n<p class=\"is-style-btn--popup_button wp-block-paragraph\"><a href=\"https:\/\/outlook.office365.com\/owa\/calendar\/Svenja_Bookings@serviceocean.com\/bookings\/\">Request a demo<\/a><\/p>\n\n<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\n\t<\/div>\n\n\n\t    <script defer>\n        \/\/ Check if the screen width is greater than a certain breakpoint (e.g., 768px for desktop)\n        if (window.innerWidth >= 501) {\n            var script = document.createElement('script');\n            script.src = \"https:\/\/www.serviceocean.com\/wp-content\/themes\/hph-gmbh\/blockstudio\/banner\/vivus\/vivus.min.js\";\n            script.onload = function () {\n                \/\/ Now that Vivus is loaded, you can safely use it\n                initVivus();\n            };\n            document.head.appendChild(script);\n        }\n    <\/script>\n\n    <!-- <script src=\"https:\/\/www.serviceocean.com\/wp-content\/themes\/hph-gmbh\/blockstudio\/banner\/vivus\/vivus.min.js\"><\/script> -->\n    <div class=\"boldWave\" id=\"bold_wave_banner-blockstudio-12d2997dace0\"><\/div>\n    <div class=\"mediumWave\" id=\"medium_wave_banner-blockstudio-12d2997dace0\"><\/div>\n    <div class=\"rasterWave\" id=\"raster_wave_banner-blockstudio-12d2997dace0\"><img loading=\"eager\" fetchpriority=\"high\" src=\"https:\/\/www.serviceocean.com\/wp-content\/themes\/hph-gmbh\/blockstudio\/banner\/img\/raster_dark.svg\"><\/div>\n\n    <script>\n        function initVivus() {\n                            if (window.innerWidth >= 501) {\n                    new Vivus('bold_wave_banner-blockstudio-12d2997dace0', {\n                        type: 'sync',\n                        start: 'autostart',\n                        file: 'https:\/\/www.serviceocean.com\/wp-content\/themes\/hph-gmbh\/blockstudio\/banner\/img\/bold_light_wave.svg',\n                        duration: 500,\n                        animTimingFunction: Vivus.EASE_IN_OUT\n                    }, function (myVivus) {\n                        myVivus.play(myVivus.getStatus() === 'end' ? -1 : 1);\n                    });\n\n                    new Vivus('medium_wave_banner-blockstudio-12d2997dace0', {\n                        type: 'sync',\n                        start: 'autostart',\n                        file: 'https:\/\/www.serviceocean.com\/wp-content\/themes\/hph-gmbh\/blockstudio\/banner\/img\/medium_light_wave.svg',\n                        duration: 400,\n                        animTimingFunction: Vivus.EASE_IN_OUT\n                    }, function (myVivus) {\n                        myVivus.play(myVivus.getStatus() === 'end' ? -1 : 1);\n                    });\n                }\n                    }\n    <\/script>\n<!-- \/\/ if (myVivus.getStatus() === 'end') {\n\t\t\t\t\t\t\/\/ \tmyVivus.reset().play();\n\t\t\t\t\t\t\/\/ }\n\t\t\t\t\t\t\/\/ if (myVivus.getStatus() === 'end') {\n\t\t\t\t\t\t\/\/ \tobj.el.classList.add('finished');\n\t\t\t\t\t\t\/\/ \tsetTimeout(function() {\n\t\t\t\t\t\t\/\/ \t\tmyVivus.play(-1);\n\t\t\t\t\t\t\/\/ \t\tobj.el.classList.add('finished');\n\t\t\t\t\t\t\/\/ \t}, 3000);\n\t\t\t\t\t\t\/\/ } -->\n\n\t\t\t<div class=\"floating_circle\">\n\t\t\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/www.serviceocean.com\/wp-content\/themes\/hph-gmbh\/blockstudio\/banner\/img\/circle_light.svg\">\n\t\t\t\t\t<\/div>\n\t\n\n\n\t\t\t\t\t\t\t  <div class=\"floating-bg floating-bg-light\"><\/div>\n\t\t\t\t<!--blockstudio\/blockstudio\/logoslider--><\/div>\n\n\n\n\n\n\n<!--blockstudio\/blockstudio\/frame-layout-->\n<div id=\"px-frame-layout-blockstudio-6df0d0f1445e\" class=\"fl  px-frame-layout\" data-frame=\"default\" data-layout=\"default\" data-margin-before=\"medium\" data-margin-after=\"medium\" >\n    <div class=\"inner\">\n        <div >\n\n<h2 class=\"wp-block-heading\"><strong>How does call center software<br>work in the new, modern world of service?<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">From a technical perspective, call center software is an application hosted on a server or cloud platform.<br>The application consists of different modules that work together to enable call center management.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-color-blue-color\">This is how modern call center software works:<\/mark><\/strong><\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>The caller dials the call center number and is automatically routed to the Automatic Call Distribution (ACD) engine, which is responsible for receiving incoming calls, evaluating them, and routing the caller to an available agent. The ACD engine uses various algorithms based on factors such as agent availability, agent skills, and customer preferences.<br><\/li>\n\n\n\n<li><strong><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-color-main-color\">If no agent is available, the caller enters one of the ACD system&#8217;s queues. <\/mark><\/strong>After a short time on hold, the caller is presented with several alternatives via a voice menu system called Interactive Voice Response (IVR).<br>a. Scheduled Callback: The caller schedules a callback directly in the queue. These scheduled callbacks are determined based on the call center&#8217;s capacity. The call center software then connects the caller to the available agent in a timely manner.<br>b. Virtual Wait \/ Courtesy Callback: The caller reserves the next available callback and hangs up. The software waits on behalf of the caller for the next available agent. The customer is then called back as soon as possible.<br>c. Option to wait: The caller can also choose to stay on the line and wait.<br><\/li>\n\n\n\n<li><strong><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-color-main-color\">Call handling and monitoring:<\/mark><\/strong>&nbsp;Managers can monitor calls in real time to ensure that the caller&#8217;s request has been understood and handled correctly. Call center software allows managers to provide real-time support and coaching.<br><\/li>\n\n\n\n<li>After concluding the call, the&nbsp;<mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-color-main-color\"><strong>Reports function offers data and analysis on various aspects of call center management<\/strong>,<\/mark> such as call volume, average wait time, abandonment rates, customer satisfaction and more.<\/li>\n<\/ol>\n\n<\/div>\n    <\/div>\n<\/div>\n\n\n<!--blockstudio\/blockstudio\/frame-layout--><div id=\"px-frame-layout-blockstudio-6708959fc8bb\" class=\"fl  px-frame-layout\" data-frame=\"default\" data-layout=\"default\" data-margin-before=\"medium\" data-margin-after=\"large\">\n    <div class=\"inner\">\n        <div>\n\n<h2 class=\"wp-block-heading\"><strong><strong>What challenges do call centers currently face?<\/strong><\/strong><\/h2>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Call center software allows you to actively manage <strong><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-color-main-color\">poor KPIs in terms of calls handled, service level<\/mark><\/strong>, first response time, call duration, repeat calls, and abandonment rates and implement corresponding measures based on your objectives. The combination of call center software and consulting takes KPIs to a new level and impresses management, employees and customers.<\/li>\n\n\n\n<li><strong><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-color-main-color\">Increased cost pressure<\/mark><\/strong> due to rising personnel costs, a high degree of fluctuation or the use of external call centers affects us all. However, a positive customer experience doesn&rsquo;t always mean spending more money. Call center software optimises queues while at the same time offering major cost advantages and a significant increase in efficiency.<\/li>\n\n\n\n<li><strong><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-color-main-color\">Call peaks and excessive call volumes<\/mark><\/strong> often outpace team capacities. ServiceOcean is rethinking workforce planning. Now, call volume can be adjusted to the available employee capacities. Our software cuts abandonment and repeat call rates in half by offering scheduled call-backs. Peaks are smoothed out.<\/li>\n\n\n\n<li><strong><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-color-main-color\">Long queues<\/mark><\/strong> result in low numbers of calls handled in your call center and have a negative impact on efficiency as well as on customer and employee satisfaction. With call center software, long queues are replaced with intelligent scheduled call-backs or virtual call waiting. Calls handled are increased by up to 38%.<\/li>\n<\/ol>\n\n\n\n<p class=\"is-style-btn--popup_button wp-block-paragraph\"><a href=\"https:\/\/outlook.office365.com\/owa\/calendar\/Svenja_Bookings@serviceocean.com\/bookings\/\" target=\"_blank\" rel=\"noreferrer noopener\">Schedule a demo<\/a><\/p>\n\n\n\n<p class=\"is-style-btn-border wp-block-paragraph\"><a href=\"https:\/\/www.serviceocean.com\/en\/call-center-software-by-serviceocean\/inbound-calls\/\">Learn more<\/a><\/p>\n\n<\/div>\n    <\/div>\n<\/div>\n\n\n<!--blockstudio\/blockstudio\/frame-layout-->\n<div id=\"px-frame-layout-blockstudio-4d0e689fd5dc\" class=\"fl  px-frame-layout\" data-frame=\"default\" data-layout=\"default\" data-margin-before=\"default\" data-margin-after=\"extra-large\" >\n    <div class=\"inner\">\n        <div >\n\n<div class=\"wp-block-columns animatedParent animateOnce has-2-columns are-vertically-aligned-center is-style-spacing-wide is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns animatedParent animateOnce has-2-columns-is-layout-flex\">\n<div class=\"wp-block-column is-vertically-aligned-center is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:38%\"><!--blockstudio\/blockstudio\/text-image-radius-bg--><div id=\"text_image_radius_bg-blockstudio-9af2e8fde2ad\" class=\"text_image_radius_bg round_light_blue radius_down\">\n\t<div class=\"inner_section  restricted_width\">\n\t\t\t\t\t<div class=\"image\">\n\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"300\" height=\"300\" src=\"https:\/\/www.serviceocean.com\/wp-content\/uploads\/2024\/02\/online-booking-illustration-1.svg\" class=\"attachment-500x500 size-500x500\" alt=\"Online Booking Illustration ServiceOcean\">\t\t\t<\/div>\n\t\t\t\t<div class=\"content_section\">\n\t\t\t<div>\n\n<p class=\"is-style-mediumtext wp-block-paragraph\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-color-purple-color\">&ldquo;<strong>For me, online scheduling is the hidden champion. 15% to 20% of scheduled call-backs are booked online.&rdquo;<\/strong><\/mark><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-color-purple-color\"><strong>Torsten Grabendorff<\/strong><br>Sparkasse Bremen<\/mark><\/p>\n\n<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-column is-vertically-aligned-center is-layout-flow wp-block-column-is-layout-flow\">\n<p class=\"is-style-subhead wp-block-paragraph\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-color-purple-color\"><strong>SUCCESS STORY: SPARKASSE BREMEN AG<\/strong><\/mark><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>How intelligent call center software and online scheduling improves relevant KPIs and solves problems&nbsp;<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">By integrating ServiceOcean&#8217;s AI-based Callback Software into its existing system, Sparkasse Bremen AG increased the number of calls handled in its call center by 8% and achieved six-figure annual cost savings by eliminating the need for an overflow partner during peak call times. The call volume decreased significantly due to a significant reduction in abandoned and repeat calls.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Employee satisfaction is now at 96% and there are no customer complaints about call handling. Considered one of the leading innovators within the Sparkasse group, Sparkasse Bremen has chosen to focus on call handling in addition to branch sales activities. They have expanded their contact channels, and the Digital Queue Assistant eliminates long waiting times and frees up agents.<\/p>\n\n\n\n<p class=\"is-style-btn wp-block-paragraph\"><\/p>\n<\/div>\n<\/div>\n\n<\/div>\n    <\/div>\n<\/div>\n\n\n\n<!-- Please don't change. 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