Every year, Software Advice talks with thousands of buyers searching for call center software, many of which find them on the web. These conversations provide unparalleled insight into the needs of call centers and the industries that use them.
Software Advice recently analyzed a random selection of 385 of these interactions to uncover demographic information about call center software buyers, identify their most common pain points and pinpoint the features they most desire in new call center software.
- A significant portion (46 percent) of buyers are buying call center software for the first time.
- Call recording and computer-telephone integration (CTI) top the list of desired software capabilities among buyers, ahead of call routing and interactive voice responders (IVRs).
- Sixty-one percent of call center buyers we surveyed have ten or fewer users and 79 percent have annual revenue of 25 million or less, indicating a significant demand for call center software among small businesses.
Parts of this article were originally posted here on Software Advice by Craig Borowski.