This feature takes care of the call center’s responsibilities of receiving, processing, and redirecting incoming calls. It serves as an administrator in processing customers’ queries, redirecting them to customer or service support teams, or otherwise redirecting their call to the department that can help them most.

Each call center agent has a computer, telephone, and headset connected to the company’s call management system. They may service one business or be linked by a corporate computer network to other centers in the case of especially large enterprises.