Contact/Call Centre Solutions

What are the software and hardware solutions that a contact/call centre can use to automate processes?

Let me describe the process:
1) Files containing customer details are received twice a day and manually copy-pasted into an MS Excel file.
2) Each customer is called to confirm requirement of the product. Various other fields are added to the database created.
3) Certain info from this database is copy-pasted and sent in an email to the distributor
4) Distributor sends regular updates by email, which are then manually appended in the said database.