• Automatic Call Distribution (ACD): The ACD processes all inbound telephone calls on a first come, first served basis. The system answers each call immediately and, if need be, holds it in a queue till the time an agent is available. When an agent becomes free, he/she services the first caller in the queue. A system can be configured to offer different kinds of treatment to different callers. For example, people calling long distance can be given priority handling. Or calls from customers placing orders can be taken before than those seeking technical support. By providing sequencing and uniform distribution of incoming calls among multiple agents in a call center, ACDs offer time/labor savings and enhance productivity.

• Interactive Voice Response (IVR): IVR applications support the automated retrieval of stored data. These usually took the form of pre-stored messages saying ‘Press 1 for this or Press 2 for that.'IVR applications range from basic inquiry to the most sophisticated speech recognition applications.

• Computer Telephony (CTI): CTI is one of the most common features of call center environments. They can either be a simple screen pop-up window, a sophisticated call control algorithm that can search for the last agent that spoke to the caller, or a predictive dialing solution that doubles the efficiency of outbound calling. With a simple click of a mouse, a call center agent can quickly move between a customer profile, product information, customer history, order entry, fulfillment request, template cover letters and quote entry, among other fields.
 
• Web Integration: The integration of Web technology in call centers offers personalized, time and cost effective customer service. Organizations can either have a call back button on their Web page whereby a call is automatically made to the customer or have a seamless addition of voice over IP to the web application.

• Reporting Systems: Different reporting applications are used to optimize the use of different communications platforms. Depending upon the firm's specifications, either simple proprietary tools could be used or advanced tools that blend information from multiple communications and information systems platforms can be adopted.

• Workflow Management Tools: Coordinating telephony applications with information systems applications, workflow management tools assist call center supervisors to script and manage employee activity. For example, selecting the best agent for handling particular types of calls.