Help Desk

Web and Video Conferencing

Customer Support

Agile Development

Image Recognition

Development

Alumni Management

Education

Business Intelligence (BI)

Collaboration

Contract Management

Enhanced 911 (E911)

Risk Management

Enterprise

Accounting

Invoicing

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Employee Recognition

HR Management

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Application Performance Management (APM)

Cloud Storage

Code Review

Data Integration

Data Lakehouse

Data Mapping

Data Masking

Data Privacy Management

Database Load Balancing

Database Performance Monitoring

Email Verification

Ethernet Switches

Fraud Detection

Governance, Risk & Compliance

Graph Database

IP Address Management (IPAM)

IT Asset Disposal

Integration Platform as a Service (iPaaS)

Low-Code Development

Managed IT Service

Network Performance Monitoring

Network Simulation

SQL Server Performance Monitoring

Tape Storage

Unified Endpoint Management (UEM)

Web Content Filtering

Wireless LAN

Information Technology

A/B Testing

AI Writing Assistant Software

Ad Serving & Retargeting

All-in-One Marketing

Blogging

Content Management

Customer Journey Analytics

Email Marketing

Marketing Automation

Native Advertising

Screen and Video Capture

Social Media Management

Survey & Forms Building

Web Analytics

Marketing

Project Management

Professional Services

Customer Relationship Management (CRM)

Predictive Sales Analytics

Sales Consulting

Sales

Animal Shelter

Chargeback Management

Clinical Data Management

Debt Collection

Laboratory Information Management

Legal Case Management

Real Estate

Travel Agency

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CDC Software headquartered in Atlanta offers the CDC Platform, a platform which integrates CRM with telephony systems to produce caller "Screen-Pop", click2call functionality and reporting, as well as call recording, voicemail, and call metrics.

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CDC Software

Contact center software (often CCaaS) enables organizations to manage customer interactions across voice, email, chat, SMS, and social media. Key features include IVR, ACD, omnichannel routing, call recording, analytics, and CRM integration. Designed for support and sales teams, these platforms improve responsiveness and CX. Compare cloud-based solutions by features, scalability, and verified user reviews.

Contact Center

CDC Software & Freshworks CRM Telephony Integration Demo

CDC Software & Microsoft Dynamics (CRM) Telephony Integration Demo

CDC Software & Zendesk CRM Telephony Integration Demo

CDC Software, The Customer-Driven Company™, is a global enterprise software provider of on-premise and cloud deployments. Leveraging a service-oriented architecture (SOA), CDC Software offers multiple delivery options for their solutions including on-premise, hosted, cloud-based Software as a Service (SaaS) or blended-hybrid deployment offerings. CDC Software's solutions include enterprise resource planning (ERP), manufacturing operations management, enterprise manufacturing intelligence, supply chain management (demand management, order management and warehouse and transportation management), global trade management, e-Commerce, human capital management, customer relationship management (CRM), complaint management and aged care solutions. 

CDC Software's acquisitions are part of its "integrate, innovate and grow" strategy. Fueling the success of this strategy is the company's global scalable business and technology infrastructure featuring multiple complementary applications and services, domain expertise in vertical markets, cost effective product engineering centers in India and China, a highly collaborative and fast product development process utilizing Agile methodologies, and a worldwide network of direct sales and channel operations. This strategy has helped CDC Software deliver innovative and industry-specific solutions to approximately 10,000 customers worldwide. 

For more information, please visit www.cdcsoftware.com.

CDC Software: Next-Generation CRM - Telephony Integration Platform

With CDC Software CRM-telephony integration, contact center agents are delivered highly actionable caller data – name, location, service history and more – before they can even say “hello.” When the call is over, details (and even a recording, if desired) are automatically logged in the system of record. The results? Happier customers, increased brand loyalty, smoother service calls, reduced manual data entry, increased profitability – and real success.

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

Agent dashboard

Enables agents to track and view their individual and team performance.

Validate callers

Authenticates inbound callers with a customer ID.

Outbound response

Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).

Call forwarding

Forwarding of calls to the appropriate agents.

Click-to-call (CTC)

Warm transfer

Allows current agent to speak with new agent before call is transferred.

Predictive dialing

Dials multiple numbers at once and connects the salesperson if a live speaker answers.

Interactive voice response

Pre-recorded greeting and menu options a customer can select from a telephone keypad.

REST APIs

Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.

Call scripts

Providing agents with a predefined conversation script.

Call tracking

Enables agents and managers to see the origin of the call.

Multichannel integration

Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media

CRM software integration

Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.

Automatic speech recognition (ASR)

Ability to offer speech-enabled IVR that translates callers’ spoken words into text, or ability to integrate with ASP software.

Natural language processing for IVR

Ability to offer conversational chatbots in the IVR.

Communications forecasting

Ability to predict volume based on historic data and/or machine learning, and generate schedules to meet forecasted capacity.

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

Inbound call routing

Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Omnichannel inbound routing

Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Recording

Record conversations to improve service quality by evaluating agent-customer interactions.

Quality management

Ability to monitor conversation content, administer evaluations, establish policies etc..

Call analytics

Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..

Historical reporting

Ability to analyze long-term call patterns and trends such as peak call times and downtimes.

Live reporting

Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.

Customer surveys

Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.

Customer interaction analytics

The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.

Omnichannel support

Different customer interaction channels that a vendor may or may not offer.

Email

Voice (phone)

VoIP

SMS/Text

Video channel

Live chat channel

Co-browse

Screen-share

Social media channels

Mobile applications

Predictive Analytics

Using artificial intelligence (AI) capabilities such as machine learning and natural language processing to enhance customer experience.

Intelligent call routing

Uses machine learning to connect calls to the correct agents based off previous interaction data.

Chatbots

Machine learning enabled chatbots used to handle more routine or simpler customer requests, freeing up live agents to deal with complex issues.

AI assistance for live agents

AI provided predictive suggestions for live agents based on customer history and real-time interaction.

CDC Software

Overview

What is CDC Software?