- Workflow Management.
- Computer Telephony Integration (CTI).
- Automatic Number Identification (ANI).
- Dialed Number Identification Services (DNIS).
- Automatic Call Distribution (ACD).
- Predictive Dialer.
- Interactive Voice Response (IVR)/Voice Response Unit (VRU).
- Speech Recognition.
- Automated Character Recognition.
- Contact-Specific Repository.
- Customer Information Repository.
- Help-desk Support.
- Question and Answer Database.
- Decision Trees.
- Solutions Database/Case-Based Retrieval.
- Artificial Intelligence.