Online Call center software provides you with the ability to connect all of your customer support agents through a cloud-based single platform that automates the routing, ticket labeling, and processing of incoming support calls. Call Center Management System software is most valuable when used in conjunction with a cloud CRM platform. This is because every call from the customer is tracked and captured back to the CRM record and you get a full 360-degree view of all the customer support interactions that you have had with that customer. This is true not only for your support agents but also for your sales and marketing teams, as well as anyone else who uses your CRM system.