Contact center software enables the librarian to chat with patrons, “push” Web pages to their desktops, escort them through a database search, and share applications such as PowerPoint or PDF files. These systems also queue patrons, create a complete record of the transaction, track and analyze usage, and produce reports. Most allow the creation of pre-scripted messages. Some even provide spell-checking of chat messages.

QuestionPoint, developed by the Library of Congress and OCLC, combines software for chat and e-mail reference with question referral and management processes based on CDRS, and the creation of local and global knowledge bases.

Future software enhancements for real-time reference will incorporate more sophisticated features and emerging technology. Voice-over IP offers a solution to patrons with single phone lines who want to speak with a librarian and search the Internet simultaneously. It has had limited use to date because it requires that the patron's computer be equipped with a microphone as well as sound card. Use of digital video cameras allows online “face to face” interactions if there is appropriate equipment at both ends.