Top 10 Call Center Software For Your Business
Finding the best Call Center Software for your business is now faster and easier! Compare prices, reviews, features, and get free consultation to find the perfect software.
Customer experience is more important than ever to survive in today’s business environment and customer support is an extremely important part of that. While there are so many methods to provide customer support in this digital age, a survey by Deloitte found that most people still prefer being assisted over a call. Over the years, call centers have been helping businesses gain a competitive edge and helping them deliver a great customer experience.
During the course of this article, we will discuss call center software, their functionalities and their value-addition, so you can choose the right one from so many call center solution providers that are available.
Call center management software can empower you to manage your business phone conversations efficiently. They come with various features that allow you to make outgoing calls and handle incoming calls, monitor and track call center metrics, manage your call center agent workforce, load automated scripts for your agents, and so much more.
Before you choose a call center platform, you need to ask what information you need to capture. With so many call center software solutions in the market that come with so many features, here are some questions that you may want to ask before you make a choice:
What are the channels that used by my customers?
What knowledge will I require and how will it be stored?
Do I have a good Customer Relationship Management (CRM) solution in place?
If I need to offer segmented service, how will I route my calls?
How will all my systems work together? What will the user interface be like?
These questions may help you determine whether you must opt for a stand-alone call center software or a contact center software with an integrated call center so that you make the right choice to support your growth. Ideally, call center management system should be scalable, reasonably priced, and support the way you conduct your business seamlessly.
1. On-Premise Call Center Platform
On-premise phone systems require you to install phone hardware or software on your local premises. They are typically landline phone systems with local routing servers installed in your office. These systems can be controlled with legacy hardware and software. They involve considerable initial investment. They are not easily scalable and are vulnerable to the risk of a single point of failure.
2. Cloud-Based/Hosted Call Center Software
With a cloud-based call center software, you do not need to purchase and maintain phone servers and other hardware and software. All you need is a headset. Since the solution is hosted on the cloud, it can be scaled easily in multiple locations. There is no single point of failure. Since the data is hosted on the cloud, it remains secure. It does not require a huge initial investment as you are generally required to pay-per-user and receive access to your virtual cloud-hosted call center software.
3. Inbound Call Center Software
Typically used by B2B or SaaS organizations, if your incoming calls comprise 70% or more of the total calls, you will need an inbound call center software that has extensive routing capabilities.
4. Outbound Call Center Software
Outbound Call Center SoftwareWhen at least 70% of the calls are initiated from your end, which is mostly the case with banking, financial services, and insurance sectors, you will need an outbound call center software that can help a set of agents manage a large number of prospects, enabling you to call as many people as possible in the shortest timeframe.
1. Automatic Call Distributor (ACD)
Incessant call transfers can irritate any caller. With the ACD feature, inbound calls are automatically routed to employees who are skilled enough to handle the call. Also, when calls are automatically routed to the right person, less time is wasted and more calls can be attended to. This can be especially helpful in emergency routing situations in the healthcare sector. It can also enable preferred agent routing so that callers are instantly connected to the same person they had spoken to previously.
2. Computer Telephony Integration (CTI)
The CTI feature in call center management system, integrates computer and phone technology to improve productivity. CTI finds application in phone call controls, phone number dialing and can also integrate business applications. It enables agents to manage and track call activity as quickly as possible. It can integrate with CRM applications and can effortlessly document data and retrieve it when it is needed the most. Not just CRM applications, CTI can integrate with ticketing systems and service desk systems, and also those that support chat and email messaging.
3. Interactive Voice Response (IVR)
IVR features include speech recognition, text-to-speech, and personalization tools. They can automatically greet customers and collect information and provide an appropriate response. This feature in call center platforms can automate frequent and repetitive tasks. They allow customers to self-serve. They can be used to conduct post-call surveys and routing calls to the right person efficiently.
Predictive dialers automatically dial phone numbers from a list, screen for busy signals, voicemails, answering machines, fax machines, and disconnected numbers and even automatically connect answered calls to the first available agent. It can also use algorithms to predict agent availability and how long it takes for a call to be answered and adjusts the dialing speed accordingly. In other words, this call center management system feature saves time and money, increases the call connect ratio and improves sales revenue.
5. Call Center Monitoring
As the name suggests, the call monitoring feature in call center solutions lets managers/supervisors monitor calls for training and quality purposes. It can also facilitate metrics and reporting for quality assurance programs and initiatives. It can be used to improve performance and train new agents. Here are some of its tools:
Listening: Managers can silently listen to calls when they are taking place. They can do so without the caller and the agent’s knowledge.
?Coaching: There are two types of coaching modes and both can be used as part of onboarding, training and performance management.
Whisper: Managers can speak to the agent without the caller hearing the conversation.
Barge: Managers can join a call that is already in progress. This helps when calls have to be escalated or when a caller becomes abusive.
Recording: Calls can be recorded and reviewed for agent training, quality assurance and compliance. This enables spot QA checks, training related to situation handling and also manage performances.
6. Call Accounting Software
Call accounting applications use tools that collect, monitor and analyse telecommunication data to track and report expenses correctly. It captures, records, and costs telephone usage events. They can iron out any cost discrepancies and resolve billing disputes with carriers. Such call center systems can detect outbound and inbound calls, call ring outs, call routings, abandoned calls, and other activities.
7. Call Analytics
The analytics and reporting capabilities of call center software can provide business heads, managers and supervisors with details reports on a variety of metrics related to agent performance, call volume, campaign success and caller demographics. Insightful information can be obtained about customer experience and agent performance on a real-time basis. They can be used to make long-term and short-term strategic business decisions.
Here are some examples:
I) Customer Experience Reports:
Data is collected via post-call surveys. Things like call length, hold time and escalations can be tracked. Detailed customer experience reports can inform hiring and staffing decisions and prevent.
II) Agent Performance Reports
Metrics such as call volume, call time, compliance scoring, first call resolution rate and more can be tracked and reported in form an agent’s performance management process.
III) Real-time Analytics
Real-time analytics include but are not limited to queue information, agent interaction data, customer status, and agent wait and idle times. They enable managers and agent team leaders to track call center activity and pivot as needed to keep up with fluctuating needs.
8. Video Chat
A video call enables fact-to-face engagement. The agent and the caller can see each other’s expressions and body language, which enhances the effectiveness of what is being communicated. With the help of call center management software, callers can see that an agent is genuinely trying to provide assistance and agents can tailor his/her communication to suit the caller’s demeanor. Callers can show a defective product and request for a solution, furnish the proof of purchase instantly as the call is in progress. Agents can show callers how a product works or how it can be fixed. Live video chats can create a compelling experience for callers. They have a better chance of securing customer satisfaction than audio calls.
9. Live Chat
Live chat features can also enhance the performance of your call center software. Customers who visit your website have an immediate or convenient option of using the live chat option as opposed to dialing the helpline and being put on a queue. Basic and typical queries can be addressed immediately over chat, which leaves agents with more time to handle more specific issues and does not clog the phone lines unnecessarily.
The chat log can be exchanged so that customers can go back and refer to it whenever he or she likes. Live chat also allows you to handle multiple queries at one time. It also enables you to transfer the customer query/issue to a skilled agent right from the start. Telephonic calls reduce which also means smaller bills from the carrier. Customer complaints and queries can be handled from any part of the world, on-the-go and even round the clock. Live chat nowadays can also translate languages so that you can provide multilingual support.
To ensure maximum conversions, it is imperative that agents focus on as many genuine inquiries as possible in the limited amount of time. Blacklisting can block spam numbers and bots so that agents do not waste their time on them.
Some business processes need you to provide customer support even beyond office hours. The Forward-To-Phone feature enables your agents to respond to calls even when they are not in office. In other words, you can allow agents to work remotely offer round-the-clock support to your customers, instead of hiring agents to work during odd hours and bearing the complications and overheads of the same.
12. Queue Call-back
Queue Call-back feature in call center solutions can help manage customer call traffic during peak hours. Not all customers are patient enough to wait in a queue to speak to an agent. With queue call-back, you can give customers the option of requesting a call back instead of waiting in a queue.
13. Disposition Codes
Callers can be tagged, labeled or assigned a code such as ‘Not interested’, ‘Transferred to IT support’, ‘Refunded’, and so on using a call center software. These codes can be attached to the caller’s profile so that the agents know exactly how to deal with them even when they may have not interacted with the caller previously. Callers are also not required to repeat themselves when they speak to a new agent and can pick up right where they left off.
14. Voicemail, Transcription, and Notifications
The voicemail feature in call center management system allows callers to leave a message for the agent/department or organization when they are not available. Some call center software solutions even transcribe voicemail and store it in the caller’s activity feed. The transcripts are also automatically emailed to agents and supervisors. This helps businesses stay on top of customer requests, no matter when the customer calls.
15. Call Masking
Call center operations are often outsourced. This sometimes makes customers doubt the agent’s ability to be able to provide proper support. You can mask your outgoing caller ID so that your business appears local even when you are managing a global team.
16. Omnichannel Support
Customers have so many channels today at their disposal and expect service in more channels than they did earlier. They require voice and digital, self-service and agent-assisted, inbound and outbound channels. Most call center solutions today empower your agents to use any channel that may lead to First Contact Resolution. It’s all about reducing customer effort.
Therefore, call center software solutions can help businesses improve customer service, save cost and gain valuable insights into call center performance. The various tools and features that we discussed, such as ACD, IVR, and CTI, call monitoring and analytics and reporting, all work together to help call centers succeed and stay competitive.
The Virtual Phone System for Super Efficient Teams
CallHippo, the most powerful and easy-to-use VoIP based Virtual Phone System, which takes your business productivity & sales engagement to the next level. View Profile
Flexible, Affordable, and Easy-to-Use Cloud Contac
AVOXI Genius is the first affordable cloud-based call center software platform to integrate with your contact center solution. With phone numbers in 170+ countries, easily manage your business communications from anywhere in the world. View Profile
Call center software for startups and small teams
Freshcaller is a cloud-based call center solution. You can set-up your business call center in 2 minutes. You can focus solely on scaling your business without having to worry about the complexities of managing a call center. View Profile
Software by RingCentral, Inc
RingCentral is the award-winning solution for communication and collaboration. It is the server-based, most flexible, customized and cost effective solution. Empower the workforces to be connected by voice, video calling, team messaging, collaboration, online conference meetings. View Profile
Outbound dialing done right
A B2B SaaS company for outbound call centers. We provide software for industries like telecom, finance, insurance etc. Thousands of agents are using Adversus daily for improving outbound prospecting in Europe and US based companies. View Profile
Omnichannel Contact Center Software
HoduCC Omnichannel offers a streamlined end-to-end communication solution. Its effective use of data allows seamless experience across all channels including Voice, Video, Email, SMS, Live Chat, Integration with Facebook, Twitter, Whatsapp for Business & Instagram. View Profile
Software by Servetel Communications
Servetel is the leading cloud telephony service provider in India that facilitates you with cloud telephony solutions for all your business needs. We spark your business communication with our economical, innovative and handy cloud solutions.
Stay Connected with your Business, from Anywhere
Knowlarity is a leading cloud telephony solutions provider in India enabling streamlined business communication on the cloud. Switching to cloud solutions will upgrade the existing traditional contact center to a smarter virtual calling platform.
Telephony Solution for Growing business
SparkTG is a Cloud-based Contact Centre Solution provider, trusted by many scaling startups & growing organizations. Apart from giving an exceptional experience to callers, it helps in complete agent & contact center tracking by real-time dashboards, reports & recording.
Software by Enthu
Enthu is a Conversation Intelligence Software powered by AI & ML. Suited for B2B SMEs, mid-market companies and contact centers, Enthu allows sales teams record, transcribe and audit all the customer conversations without the need to listen to every single call.
Software by CallHippo
CallHippo Coach is a Conversation Intelligence Software powered by AI & ML. Suited for B2B SMEs, mid-market companies and contact centers, CallHippo Coach allows sales teams record, transcribe and audit all the customer conversations without the need to listen to every single call.
An Inbound, Outbound& Blended Call Center Platform
Aavaz Call Center software offers an affordable inbound, outbound and blended call center platform designed to be scalable. It includes a variety of functionality tailored to the individual requirements of marketing, sales and customer support departments.
Call center software for sales and support teams
CloudTalk is a fully featured Call Center Software designed to serve Agencies, SMEs. CloudTalk provides end-to-end solutions designed for Macintosh. This online Call Center system offers Queue Management, Predictive Dialer, Call Recording, Contact Management, VoIP at one place.
The industry's first context-aware help desk
With Zoho Desk, agents become more productive, managers become more impactful, and customers become more empowered. It's customizable, convenient to use, and it doesn't cost you a fortune. Part of Zoho's 30-strong suite of business software, Zoho Desk brings you the power to put customer service at the heart of your company.
Complete telecom solutions
Dialer360 is a breakthrough in Cloud call center software technology. it is offering Predictive dialer, Sms & Voice Broadcasting software to fulfill your calling needs. It is providing 24/7 support and High level of data protection. With Voice broadcasting, you can send SMS & Voices messages to hundred and thousands of your valuable customers.
Everything you need for your business phone system
MyOperator is a cloud-based business phone system providing solutions like virtual phone numbers (toll free/non-tollfree), IVR, call management features like call tracking, call recording, live call transfer, callers' database, virtual receptionist and more.
Software by JustCall
JustCall is a fully featured Call Center Software designed to serve SMEs, Enterprises. JustCall provides end-to-end solutions designed for Macintosh. This online Call Center system offers Predictive Dialer, Inbound Call Center, Real-time Chat, Call Scripting, Call Center Management at one place.
Increasing Sales with Cloud Telephony Software
Cloud-based solution for growing call center teams and sales representatives. CrazyCall is a Cloud Telephony for Call Centers & Sales Professionals that are accessible right within your browser, without any installation or complex billing.
Software by Exotel Techcom Pvt Ltd
Exotel is a business phone system that offers features like Smart IVR for you Business. You can set up an efficient call routing/management/recording system in 5 minutes of cloud telephony device.
Creates customized customer experiences easily
Formulated with Sunshine platform, Zendesk Talk is a powerful call center software that every business needs. You can create self-service portals for customers, set personalized IVR messages and do live chats over a single click.
Call Center on a Clould
Mcube is State of art Call Center Software on a cloud to enhance the sales productivity & customer expreince.
Call Center software
Ameyo's Contact Center Software helps improve first call resolution and reduces agents' idle time significantly, thereby boosting overall productivity. Ameyo endows with CX rich solutions which are easy to access & agent friendly, yet affordable.
Software by Bright Pattern, Inc
Bright Pattern is the leading company for Contact center. Integrated with multi-channel CRM to helps business manage including inbound and outbound voice, email, chat, and social media. It also supports multi-way for communicating like voice, chat and web support, Social media and service desk.
Software by Five9
Five9 is a leading provider of cloud contact center software. It are driven by a passion to transform contact centers into customer engagement centers of excellence, coupled with a deep understanding of the cost and complexity involved in running a contact center.
Stand out from your competitors with a strong cust
LiveAgent is a fully equipped help-desk and live-chat software. LiveAgent enables you to streamline all your communication channels into one universal inbox which can be accessed by your whole customer support team.
Frequently Asked Questions (FAQs)
Call center software is a cloud telephony technology, so it is compatible with any existing hardware, device, and operating system.
The advantage of cloud phone telephony is that the host does need to invest in any dedicated hardware installation. You simply have to create the account of your representative.
- Improved customer service
- Boost productivity
- Real-time support
- Enhanced collab among different departments
- Develops a good relationship with the customer
Call center software intends to provide high-quality Voice over Internet service that performs seamlessly at even 8kbps.
Being a cloud technology, call center software can be easily personalized as per the business needs.