Best Call Center Software
Explore the best Call Center Software to connect with your customers, offer exceptional service, and improve customer experience. GoodFirms is an expert in software analysis, and its research team is second to none when it comes to evaluating software applications. GoodFirms has listed the top call center software solutions that you can partner with for providing robust contact center solutions to your customers.
List of Best Call Center Software with Reviews
The LiveVox Manual dialer lets agents easily engage with customers based on intuition and interaction history provided in configurable agent desktops. Managers can easily monitor agent performance by leveraging real-time dashboards. Detailed reporting can also give insight into agent and campaign results. Leverage comprehensive compliance controls that make it easy to address TCPA, FDCPA, an ... read more about LiveVoxContact vendorN/A20% in Call Center Software
Inbound call center Deliver personalized customer service and increase answering incoming calls to meet SL 80/20 Increase the first call resolution by empowering your call center agents with the full information about the caller with data from your CRM systems, knowledge bases, etc.; Route interactions to the best customer service teams based on the line priority, customer data, IVR options, ... read more about Voiptime CloudContact vendorN/A40% in Call Center Software
OXON is a cloud-based contact center suite suitable for businesses of all sizes. It allows users to manage inbound customer service and customer support calls, outbound sales calls, email, chat and business management functions with a single platform. Agents can interact with clients via phone, email, chat, social media and text messages through the built-in ticketing system. OXON provides mana ... read more about OXON$45 Per Month14 Days20% in Call Center Software
Our cloud-based communication solutions cover your business needs to deliver results at ONCE
Cloud has taken the call center industry to a completely new level and, it has brought in several innovations that have made it possible to tap the full potential of customer service with the help of cloud-hosted call centers. The inbound, outbound and blended call center complete the whole picture of cloud-based call centers with their unique features and benefits. However, it completely depen ... read more about CallCenterHosting$7.49 Per MonthAvailable25% in Call Center Software
Enrich with advanced features, Toll Free Number from The Real PBX simplifies the way you manage and prioritize your business calls. Give your business the power of cloud intelligence with the right and affordable business numbers. ... read more about The Real PBX$20 Per MonthAvailable50% in Call Center Software
At Patch is an In-App Communications platform, our SDK’s embed into any app with just 3 function calls, enables actionable notifications, chat and calls via IP or PSTN. It’s simple, if a user has businesses app installed then entire communication should happen there itself, within the app, seamlessly, with CONTEXT, securely and at a fraction of the cost. ... read more about PatchFree versionAvailable50% in Call Center Software
Each year, we release hundreds of new features, solutions, and integrations to keep our platform ahead of customer experience technology and trends. Our automation-first customer experience solutions leverage Talkdesk AI to optimize your most critical customer service processes. You don’t have to take our word for it. Read, listen, and watch how our customers make their customers happy. ... read more about TalkdeskContact vendorN/A25% in Call Center Software
Zendesk is a powerful and flexible customer service software and engagement platform that scale to meet the needs of any business, from startups and small businesses to growth companies and enterprises. Zendesk offers a fully integrated call center built right into its support platform. Agents can handle calls in the same workspace as all other channels. This cloud-based support platform gives the ... read more about Zendesk SupportContact vendor14 Days10% in Call Center Software
Simplify and streamline with partial or full automation. Allow customers to quickly self-solve and save money at the same time. Boost engagement by automating repetitive tasks and offer more challenging, high-value work for your contact center agents. ... read more about NICE CXoneContact vendorN/A25% in Call Center Software
Simplify call center setup so your support and sales teams can get up to speed sooner. Invite your agents, organize your workflows, and open for business anywhere. Build IVR menus and smart routing rules to direct callers to the right agent every time. Collaborate on calls through the shared inbox, apply tags or comments, and assign follow-ups to specific teammates. Gain visibility int ... read more about AircallContact vendorN/A50% in Call Center Software
Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organisations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service℠ so organisations of any size can provide true pers ... read more about GenesysContact vendor30 Days20% in Call Center Software
Most callers see your business several times before picking up the phone. With visitor-level tracking, CallRail illuminates every touchpoint so you can understand your entire marketing funnel. The best marketing decisions are driven by data. CallRail’s reporting helps you understand campaign and keyword performance as well as peak call times and opportunities to tweak your talk tracks. ... read more about CallRail$45.00 Per Month14 Days50% in Call Center Software
Cut down resolution time for inbound customer support calls and win more sales deals with CloudTalk – the best-rated cloud call center software for SMB in 2022. CloudTalk gives you a 360° customer overview as soon as a call is in the queue, giving you enough time to fully understand and anticipate your customers’ needs. CloudTalk’s smart IVR and call routing ensure that incoming calls a ... read more about CloudTalk$10 Per Year14 Days25% in Call Center Software
Five9 call center software enables agents to create more effective customer relationships. Engage customers on their channel of choice, streamline operations, and use the power of collaborative intelligence, AI, automation, and cloud to increase business agility. More easily empower agents with the right tools to provide empathic, personalized customer service. Gain agility and scalability with ... read more about Five9Contact vendorN/A15% in Call Center Software
Wix Answers is the industry’s first unified customer support platform. With all support channels built into a single platform, agents are more efficient and teams can gain deeper insights into their operations. Wix Answers uses a centralized, AI-powered approach to knowledge management that makes customers self-reliant, agents more effective, and organizations run more smoothly. ... read more about Wix Answers$24 Per Month14 Days25% in Call Center Software
Reduce inbound requests to your contact centers by publishing answers to common questions through your Help Center or Chat Widget—available for customers when they need them most. Give fast, personalized responses based on everything you already know about your customer. With Self-Service Threads, trigger automated conversations to answer common questions such as "where is my order?" Ensur ... read more about GladlyContact vendorN/A20% in Call Center Software
One of the key features of Aloware is its integration with various CRMs such as HubSpot, Pipedrive, Zoho to name a few, and communication channels, including VoIP phone calls, SMS text messaging, and email. This allows SMBs to manage all their customer conversations from a single dashboard, making tracking interactions easier, prioritizing leads and support tickets, and ensuring timely follow-u ... read more about Aloware$45 Per Month7 Days70% in Call Center Software
Automate up to 80% of your conversations with Dixa’s Chatbot, so agents can focus on high-value customer inquiries that need the human touch. Get a snapshot of each customer’s entire conversation history, in a detailed timeline, featured alongside every conversation, so agents never have to go looking. Customer service data is a gold mine. Easily surface service trends, product issues, a ... read more about DixaContact vendorN/A25% in Call Center Software
Dialpad is a cloud-based business phone system that turns conversations into opportunities and helps global teams make smarter calls--anywhere, anytime. We bring simplicity to the professional phone experience and some of the world’s most innovative companies use our platform. Dialpad's products span video meetings, cloud call centers, sales coaching and dialers and enterprise phone systems--and ... read more about Dialpad Contact Centre$15 Per Month14 Days33% in Call Center Software
RingCentral Call Centre, specifically designed for 10+ users, delivers powerful, omnichannel capabilities that let customers decide how they want to engage with you. With its comprehensive feature set, you can resolve issues faster and more effectively and increase customer loyalty. Highlights include advanced skills-based routing; queuing and distribution; agent and supervisor capabilities; analy ... read more about RingCentral Call Centre$14.99 Per MonthN/A100% in Call Center Software
Avaya OneCloud CCaaS makes it easy to connect everything—voice, video, chat, messaging, and more—to deliver effortless experiences for customers and employees at every touchpoint. And it brings together teams, resources, and insights to maximize contact center performance and experiences. Avaya OneCloud CCaaS delivers voice and digital channel customer engagement along with advanced self-servi ... read more about Avaya OneCloud CCaaSContact vendorN/A50% in Call Center Software
Call Tools has developed a cloud-based contact center solution that is designed to increase contact rates and accelerate sales revenue. Our software features include multiple ways to connect with customers and prospects while making it easy to monitor your team from anywhere with an internet connection. Call Tools provides a full suite of calling software all-in-one with real-time analytics includ ... read more about CallToolsContact vendorN/A40% in Call Center Software
Change is an essential part of the Vonage DNA. Our original business brought VoIP to families and small businesses. And now we’re making communications more flexible, intelligent, and personal to help enterprises the world over stay ahead. We've brought leaders in unified communications, contact centers, and communications APIs all under one roof. Together, we’ve created the world’s most fle ... read more about Vonage CommunicationsContact vendorN/A50% in Call Center Software
3CX is the developer of an open standards communications solution which innovates business connectivity and collaboration, replacing proprietary PBXs. The award-winning software enables companies of all sizes to cut telco costs, boost employee productivity, and enhance the customer experience. With integrated video conferencing, apps for Android and iOS, website live chat, SMS and WhatsApp Mess ... read more about 3CXContact vendorN/A40% in Call Center Software
CallMiner is the global leader in conversation analytics to drive business performance improvement. Powered by artificial intelligence and machine learning, CallMiner delivers the industry’s most comprehensive platform to analyze omnichannel customer interactions at scale, allowing organizations to interpret sentiment and identify patterns to reveal deep understanding from every conversation. By ... read more about CallMiner EurekaContact vendorN/A20% in Call Center Software
Digitally Transform Your Customer Experience with UJETs Ultra-Modern Cloud Contact Center
Communicate as naturally with your customers as you would with friends and family. Effortlessly blend channels and allow customers to share pictures, videos, and voice calls depending on the situation. UJET’s customer support software features the industry’s only real-time data exchange for the CRM, providing your agents with everything they need to know about the customer right in front of th ... read more about UJETContact vendorN/A40% in Call Center Software
Experience unmatched call quality, intelligent routing and advanced voice.
Ameyo has a long-standing history of excellence with years of proven industry experience in the very challenging and fast-paced Customer Experience Management domain. We came in 2003, built a complete Contact Center Suite in 2004, launched Ameyo PACE and Ameyo on Cloud in 2010. Within a span of five to six years, we launched the ultimate Omni-channel and Customer Experience solution in the form of ... read more about Ameyo VoiceContact vendorN/A50% in Call Center Software
We love hard problems and believe in the indomitable power of people's ability to create a better world through ingenuity and resourcefulness. We reject the “can’t be done” and believe bold ideas and fearless iteration can resolve the most challenging problems for our customers and the world they operate in. Introducing Twilio Engage, the customer engagement solution that uniquely capture ... read more about TwilioContact vendor30 Days20% in Call Center Software
With outbound dialing capability— integrated within the CRM system— you can automatically load the next prospect, record,and make the call. 8x8’s AI-powered Virtual Assistant delivers a boost to contact center agent productivity by automating the handling of high volume, routine calls. Increase productivity and decrease call handling time with virtual agents. Now contact center agents ... read more about 8x8 Contact Center$95 Per Month15 Days40% in Call Center Software
Multiply calls and live connections Dial 60-80 contacts per hour, with no awkward connection delays. That means fewer hangups, more quality conversations and more closed deals. All with no per-minute fees, for total prospecting freedom. PhoneBurner is highly customizable with an intuitive, modern interface. Teams can start dialing from anywhere, in as little as one day, with no special equipme ... read more about PhoneBurner$149 Per MonthN/A40% in Call Center Software
XCALLY is integrated with Asterisk™ to provide a powerful CTI System for your Call Center! Our Call Center solution is designed to let you manage at best Agents, Queues, PBX Extensions and more. Agents can login to their Queues, manage multiple Status and perform different Tasks, according to their assigned Skills, usingthe Windows Motion Phonebar, the WebRTC or external phones. Admin a ... read more about XCALLYContact vendorN/A20% in Call Center Software
Our cloud-based contact center solution helps companies reach millions of customers via interactive text and voice. Our highly customizable solution boasts an intuitive and user-friendly interface that allows our clients to design and deploy sophisticated communication strategies quickly and with relative ease. We help our clients boost productivity, enhance efficiency, and increase profitabil ... read more about DCDialContact vendorN/A40% in Call Center Software
Kixie is for sales agents: We've revolutionized how salespeople engage with prospects, making it automatic and natural. Kixie engages leads when *they* are engaged. In the past, agents simply dialed through a list of numbers, hoping to get someone on the phone. Those 👏 days 👏 are 👏 gone 👏. There are more ways to communicate than ever. People are busier than ever. Kixie hel ... read more about Kixie$35 Per Month7 Days25% in Call Center Software
JustCall's Business Phone System has helped 6000+ Brands put their customers first. Set up in 5 minutes. Get started at just $25 per month. Our best in class business phone system boasts these power features: ✔ Virtual Call Center ✔ Office Hours - Handle Availability ✔ Call Center Analytics Dashboard ✔ Share Phone Number ✔ Toll-Free Numbers ✔ Call Forwarding & Monitoring ✔ ... read more about Justcall$19 Per Month14 Days30% in Call Center Software
Introduction to the Buyer’s Guide for Call Center Software
From handling standalone operations to managing 360-degree CRM functions, call center technology has evolved drastically over the past few years. For unleashing multichannel support, today's call centers have to attend to web inquiries, inbound and outbound calls, email inquiries, and live chat. Call center software provides organizations with tools for handling omnichannel queries, including social media and web inquiries, analytics, and mobile-based customer support.
Call centers have integrated and adopted recent technology to service customers and stay competitive. However, the technological curve demands call center businesses to constantly upgrade their existing systems and find the best solutions for their specific needs.
With several solutions luring the buyers with promising functionalities, features, and tasks, making a purchasing decision for the most suitable and cost-efficient tool is a herculean task. This buyer’s guide is written with the purpose to guide the buyers in making a calculated decision before initiating an actual purchase. We have discussed in detail all elements and aspects of the top call center software solutions that are of paramount importance.
What Are the Major Challenges Faced by Call Centers?
First Call Resolution: Identifying the root cause of the 'call' is necessary for first call resolution. As the situation escalates, it becomes more complex to resolve issues. In many cases, customers appreciate if they get solutions without even engaging with the agent (through the knowledge base or IVR). FCR is a challenging task for call center agents.
Workload and Stressful Environment: Call Centers need to fend off demands from multiple quarters such as customers, employees, technology, and administration. In a highly monotonous work environment, retaining employees’ enthusiasm is challenging. Over-burdened employees cannot help customers effectively. Incentivizing performance is not always the solution. Technology is essential for reducing the workload of call agents.
Handling High Call Volume: Call volume at call centers is never consistent and spikes anytime. Seasonality based work pressure is a common issue with call centers. Contact centers face intense spikes of up to 10 times normal call volumes during events such as holidays, promotional campaigns, and vacation seasons.
Integrations: Successful integration with CRM, Chatbots, GSuite, Predictive Dialers, etc., is an added benefit. Finding call center solutions that can integrate with existing technology and applications is challenging.
Analyzing Data Accurately: Call center managers to have to evaluate key metrics to make data-driven decisions and increase the efficiency of their call center further. However, analyzing the historical and real-time data accurately for valuable insights is not easy when you generate massive data per second at your call center.
Collaboration: Call center agents may have to collaborate with multiple departments for final resolutions. Coordinating with multiple departments for fetching data and problem solving is a challenging task.
Mismatched Agent: Agents that don’t relate to the customer issues and are incompetent to handle the issue due to mismatched skills are a major issue that irks the customers.
Inefficient Workflows:Inefficient processes cause many call centers to work in silos. A lack of a systematic and strategic approach diminishes the quality of contact centers. Finding and implementing lean processes at call centers is a daunting task.
How Can Call Centers Address the Key Industry Challenges With the Help of the Call Center System?
Structures the Process: Call center software helps in building a coherent enterprise-wide analytics structure that provides a clear vision for the future with automated call routing, the agents can handle inquiries and minimize wait time for the callers.
Enhances customer service competencies: Call centers can expedite professional assistance for instant redressals using call center tools such as IVR, call routing, and other AI-enabled customer service tools.
Handling Call Spikes: With the assistance of call center software, managers can deploy remote agents, create event-specific hotlines, use IVR for delivering information related to the event, and can send text messages to inform the callers before they try to reach the call center support desk.
Train Employees for Faster Workflows: Tools for call barging enables newly recruited employees to listen to the seasoned agents without interruption or callers getting to know it. This helps new agents to learn to solve issues quickly.
Smooth Call Transition: With the call center system, agents can transfer calls to an accurate department without any hassle and by agent attributes.
The growing demand for self-service options: The goal of customer care should be that customers should not require one in the first place. There is a huge demand for systems that mitigate the requirement for a call center approach and the need for getting the agent on call.
Provide Personalized care: Call center systems to equip human agents to deliver personalization focused on the individual customer profile.
Gain Performance Insights: Tracking performance metrics for call center agents is essential to gain valuable insights for further development and improvement of customer service. Call center applications provide accurate KPIs to unearth hidden areas for growth.
What is a Call Center System?
Call Center System is a complete software solution for call center workflow management.
It has tools such as:
- Customer Enquiry tools: Phone Support, Email Support, Web Chat, Messaging, Social Media
- Back Office Tools: Recording customer data, keeping interaction records, and integrations with other tools.
- IVR Tools: Automatic determination of the issue and Transferring calls to agents, channel routing
- Inbound and Outbound tools: Tools for managing inbound calls and outbound calls.
- Agent Training Tools: Call Barging, Call recording tools
What Are the Different Types of Call Center Software?
Based on Deployment :
- Cloud-based Call Center Software:Cloud solutions for call centers provide a great deal of scalability, flexibility, convenience, support, and agility to organizations. Cloud solutions allow call centers to move from one-time high-cost capital expenditure to affordable operational expenses. These types of call center systems are hosted through third-party cloud solution providers. The cloud-based call center solution is a SaaS (Software as a Service) based product that allows call center managers and agents to access the services using internet-enabled devices.
- Premise-based call center solutions: Premise-based call center solutions are bought for an upfront license fee. It is a capital expenditure and requires a one-time large investment. Once purchased, there are only expenses related to updates. These types of call center systems can be installed within their IT infrastructure. On-Premise systems are highly customizable. Businesses seeking software solutions for keeping their call center data on their servers can opt for on-premise systems.
- Web-based:These types of online call center software platforms are hosted, and third-party digital call center management solution providers offer these tools. Web-based online call center platforms are very popular and can be accessed from anywhere with an agent login ID and a secure password.
- Open Source: These types of call center management software allow users to customize settings, features, and capacities by modifying source code to suit internal needs and adding extra plugins to enhance the usability of the software. When companies need to accommodate specific features in their call center solutions that are unavailable with any vendor, then open source call center software can be deployed.
Based on the Functions :
- Customer Care Focused: Customer care services focused software helps agents in handling queries regarding services or products of the companies and offers support in case the customers are not able to utilize the services properly.
- Customer Acquisition Focused: Customer acquisition focused software assists agents in acquiring new customers and persuading them to make a new purchase. The application helps agents in promotional activities, upselling and cross-selling.
- Business-to-Business Focused: These types of call center applications assist B2B businesses in imparting extensive customer support to their clients.
- Technical Support Focused: Providingtechnical support to customers is highly vital for businesses that sell software-based products, appliances, or equipment.
What Are the Top Essential Features to Look for in a Call Center Software?
Call Tracking: The call center software tracks the location of the call and provides analytics that supports your online and offline marketing efforts. It tracks call volumes, repeat callers, time of day, duration, etc.
Global call routing: With multinational organizations that operate in multiple countries, the call center software (cloud-based) optimally routes calls to the nearest call center to reduce latency. Even in doing so, the software doesn't forego attribute-based routing and, based on the caller's needs, routes to the best-qualified agent.
Automated Customer Surveys: Schedule customer surveys, polls, marketing research surveys, etc., and track responses with powerful analytics
IVR: Interactive voice response mechanism creates an automated outreach system that connects callers to the right agents. It eases the caller’s journey through smart call routing and an automated yet personalized approach.
ACD: Automatic Call Distribution is a feature that categorizes the caller's needs and routes the call to the most appropriate agent for faster resolution. It allows the user to see the distribution of calls per agent in real-time and manage the call flow effectively.
Predictive Dialer: Predictive dialing feature increases the call center's productivity by eliminating the wait time between calls. How does this algorithm work? Suppose an agent takes on average 60 seconds to resolve a call, and on average, people pick a call in 8 secs, then the predictive dialer will automatically make calls after 60 secs. This eliminates the manual dialing time.
Call Barging: Call Barging is a feature wherein call center managers can listen to calls between agents and callers without any of them knowing it. This feature is used for quality control, agent training, and increasing customer satisfaction rate.
Voice Broadcasting: Promotional messages, payment alerts, last day alerts, reminder calls, and offer calls don’t require a human agent. The voice broadcasting feature enables call centers to make thousands of calls simultaneously to customers with the pre-recorded voice template.
Text Messaging: Send bulk messages, promotion codes, discount offer links, birthday wishes, survey links, etc., with the text messaging feature of call center software.
Speech Analytics: Tools that conduct neuro-linguistic analysis, sentiment analytics, content analysis, and customer engagement analytics, and data mining for understanding customers’ overall emotions towards the service.
Queue Call Back: This feature allows the customer to leave their number and receive an automated callback. It saves the customer from the hassle of long wait time and also provides call centers to manage lengthy call queues efficiently.
Warm Transfers: A feature where one agent can inform another one about the current caller’s issue and aid him/her with additional background information before transferring the call. It keeps both agents on the same page and brings consistency to the resolution.
Video Support: Video support allows face-to-face conversation with an agent. Technological support such as troubleshooting, product demo, etc. and is one of the most effective methods of customer service.
Call Recording: Thisfeature helps in improving services by analyzing conversations for training purposes.
What Are the Benefits of Call Center Software?
- Lower Operating Costs: With the increased efficiency of call agents, decreased call escalation rate, and automation-led faster execution, call centers can lower operating costs involved in running call centers.
- Product Upselling: Based on the recent interaction with the customer, the software can provide upsell recommendations.
- Geolocation-based Support:Call center software unleashes advanced analytics to improve decision making and offer location-based recommendations.
- Omnichannel Support:Quick and purposeful engagement on multiple channels.
- Monitor Agent Performance: Call Center applications have cognitive technology that provides real-time coaching to call center agents, monitors their performance, and helps them achieve personalized targets. AI and NLP integrations continuously monitor agent performance to identify improvement zones.
- Easy Back-end Operations: Process mining capabilities can reduce the burden on agents by eliminating redundant processes through automation and implementing intuitive processes for better performance in the back-end. Robotics process automation can handle low-value back-end operations.
- Measuring KPIs: Call center software helps companies measure essential key performance indicators such as:
- Average Call volume,
- Call resolution time
- Average call time
- First call resolution percentage
- Escalation rate
- Callers in the queue
- Waiting time in the queue
- Average abandonment rate
- Calling trends such as peak times, days
Can a Robust Call Center Software Contribute to a Better Customer Experience?
Informed and consistent customer service is essential for a better customer experience. Companies have realized that customer interactions and the outcome is a key factor that shapes customer impression of the company.
Call center software has the power to unleash personalized experience for callers. The software helps to identify customer pain points, attributes, past interactions, previous behaviors, and payment information, and based on the data analytics, preemptively solves customer issues, predicts opportunities to delight customers, and determines the preferred time to reach customers.
Call center software can provide real-time analytics helping the agents to create a distinctive experience for their customers while providing purchase assistance, updates, deliveries, etc. A dynamic call center tool collates, records, and presents customer interaction data from multiple channels on a single dashboard. This allows the agents to instantly determine the action by visualizing the customer journey in a single frame.
The digitally-enabled in-moment tools in customer care software shorten the service process and provide a hyper-personalized experience to the customers that are key for building long-term relationships. With tools that customize the caller experience and provide visibility into the end-to-end customer journey, companies can create a better user experience for callers.
Growth of Cross-Channel Communication and the Role of Call Center Software:
Multichannel contact center software helps in customer experience management by providing several communication channels that operate as standalone functions yet synchronized for data flow. Allowing customers to connect with you across all channels amps up your customer support. Analysis of cross-channel interactions prevents customer churn and improves retention. Call center software provides analytics and customer interaction data with real-time time insights.
The software can also analyze search query terms and language used across all channels to make automated conversation easier and accurate. The application also unifies customer interaction by incorporating centralized reporting of all customer interactions across various channels. Callers can also switch channels as per their convenience and agent recommendation. For example, an inquiry that started on email can be switched to WhatsApp Support if it is more convenient for the caller.
Deploying exact channel for issues:
Earlier customers who switched from voice platforms to internet-based platforms had to share information again. Today's platforms are truly omnichannel and integrate in a manner that shares information automatically across channels. If your customer is unable to find a function to use on the app that your company has developed, there should be an option to contact the agent from within the app. However, when you want to conduct identity verification, you can use voice or video channels. If you want to share data, live chat options can be used with document sharing functionality.
How Does the Call Center System Meet the Growing Demand for Automation in the Customer Service Industry?
Omnichannel journeys can not only reduce operating costs but also increase customer satisfaction. While most of the simple queries are solved by self-service tools and automated processes, complex issues are addressed by agents with the assistance of call center technology. For example, automated tools can decide that for any glitch in service for high-value customers, a mere apology from the agent won't suffice. It recommends the agent to send a relevant gift card, offer, or discount card after anticipating the customer's needs.
Automation can help call centers in:
- Preventing issues before they occur by constantly tracking services, quick updates, upgrades, etc. (For example, call centers notifying customers regarding service downtime due to a scheduled update so that customers can plan accordingly)
- Identifying potential issues and calling the customers proactively before they raise issues (Prior alerts about dues, last dates, so that the customer account doesn’t get suspended)
- Building rigorous analytical capabilities: Call centers can establish the reason for the call and enable a transparent resolution with the help of high-end analytics capabilities. (For example, call center software can identify similar nature of calls and automate the response).
How is AI Improving the Call Center Processes?
Artificial intelligence has kindled a revolution in the call center world by increasing the agent’s efficiency and reducing workload. AI-led conversational analytics, predictive analytics, intelligent recommendations, and application assimilation have enabled call centers to enhance the customer experience as never before. AI predominately helps in increasing data security, maintaining compliance, and generating reliant analytics that optimizes the call center’s workflow with lean process inculcation. AI, machine learning, and NLP can combine together to conduct sentiment analysis by determining the cadence of the language.
Customer Assistance: AI-powered conversation agents can initiate conversations, solve basic queries, and provide apt recommendations for customer issues.
AI-based Call Routing: AI features skill-based call routing to pair the customer with the relevant agent after the initial interaction. This increases the rate of faster resolution and saves customers from unnecessary call deviations.
What are the Factors to Consider Before Investing in a Call Center Software Solution?
The choice of call center solution impacts customer satisfaction, and therefore extensive parameters have to be analyzed before investing.
- Speed: A perfect call center solution will enhance the overall speed of processes involved in serving customers. There should be a significant difference in the time taken to attend customer calls before and after the implementation of the call center software.
- Ease to Implement: If you are looking to replace the existing systems with the new Call center software, then you should look for solutions that unleash a smooth transition from existing systems to new ones.
- User-Friendly: It should not be complicated to train your call center agents to understand all functions of the tool. Either there should be an extensive training program, or the software should be super intuitive to use. In a nutshell, your team must not struggle to use the software and must be able to reach effective usage goals.
- Omnichannel Support: The software should be able to deliver services on all channels and customer interaction points such as customer care call support, social media, live chat, email, and website.
- Uptime Guarantee: Customer care is all about providing quick support, fast resolutions, and real-time redressals. Software with technical glitches, downtime, and slow processes can damage your business. Go through the historical uptime records and select the vendor that has robust platform stability.
- Agility and scalability: Call centers may have seasonal trends and unexpected call traffic on certain days. In case of a critical event with your business, call centers may have to respond to unusually high queries on certain days. The call center solution should be competent to provide support extensions in such times.
- Reporting and Analytics: One should look for call center solutions that provide valuable insights, key metrics analysis, and customized reports for increasing operational efficiency and finding further growth opportunities.
- Data Security: Any outage in terms of customer data can be disastrous for your business. In this context, reputed vendors who can protect your data without fail should be your preferred choice.
What Are the Major Trends That Will Affect the Call Center Industry in the Future?
Omnichannel mix: The propensity to use multiple channels to reach companies is increasing. However, businesses are identifying the right channel that customers will use to reach them for providing prioritized services. For example, a customer-facing internet outage is likely to reach the telecom company on the phone; however, for just knowing the remaining data usage, customers will use the app provided by the telecom service provider. The success of call center services depends on identifying and prioritizing the channels that customers are going to use to reach them.
Automation: Intelligent or thoughtful automation coupled with AI, Big data, and machine learning is on the rise. Automated interactions with the help of the chatbots, automated forecasting and insights for data, automated workflows and processes, automated solutions for customer queries, automated guidance for agents, automated sales suggestions for upselling and cross-selling, and automated staff scheduling with powerful algorithms and sophisticated tools are the future of call centers.
AI-led Agent Training and Orientation: The software applications have enabled agents to interact on all channels. Call center future beholds expansion of more channels to meet customer needs. However, the basic requirements of each channel are way different from each other. All platforms have different speed patterns, frequency, privacy rules, and more. Call center agents must be well-trained to handle queries and respond on a multichannel platform.
Pricing Trends: There is an increased demand for low-cost web-based online call center solutions and customized packages built according to business size and requirements. However, affordable cloud solutions will be the most preferred investment when it comes to call center technology.
What is the Average Cost of Buying a Call Center Software?
The cost of call center software depends on multiple parameters such as features, functions performed, number of agents it supports, customer calls it can handle, type of deployment, degree of user-friendliness, and more. In most cases, the average cost of call center software solutions for a full-featured software tool is around$20 per month. Other costs also include installation charges, migration, training, and updates.
Cloudtalk comes for $20 per user per month for the starter plan, whereas its expert plan will cost you $40 per user per month. Zendesk support offers various plans starting at $5 per agent per month. The basic essential plan of Aircall will cost $30 per user per month, and its professional plan comes for $50 per user per month.
You can choose from free and open source call center software solutions such as Bitrix24, VICIdial, EKIGA, and more. If you need free call center software, then go for Asterisk or Microsip. Apart from the package costs, you should also inquire about hidden costs such as installation charges, agent training costs, upgrade costs, maintenance costs, etc.
Why Refer to GoodFirms’ List of Call Center Software?
GoodFirms assist businesses in finding, categorizing, evaluating, and selecting the best call center solutions for their inbound and outbound call centers. Leveraging the expertise of trustworthy software research teams such as GoodFirms, you can ensure that your decision is not left to chance and is guided by prudence and detailed analysis. Even companies that provide outsourcing solutions for live chat, email support, social media contact center, and cloud-based call center services can go through the authentic list of call center software solutions compiled by GoodFirms to make their call centers agile and technically efficient.
Frequently Asked Questions
What is an Inbound Call Center Software?
An inbound call center handles queries, calls, and chat initiations from the customers. An Inbound call center software is an application that provides customer care executives with all tools to provide an omnichannel user experience to their callers, faster resolutions, and analytics for better decision making.
What is an Outbound Call Center?
An outbound call center is the one that initiates calls, alerts, or offers that are useful for customer retention or for getting new customers. Even outbound agents have to handle queries and subsequent chat initiations from the customers. An outbound call center software is an application that provides call agents with all essential tools to increase their productivity, reduce call time, and keep a record of all calls and their transcript in a secure way.
Which is the Best Call Center Software?
The best call center software solution is designed with customer-centricity. It knows how to follow the customer journey and provide personalized attention. While maintaining quality omnichannel experiences, it provides agents with all tools that make their daily operations highly productive and profitable. Comprehensive call center applications can handle inbound and outbound workflows without any glitches. The best call center systems have a 99.99% uptime functionality. Some of the best call center software that should be considered for your call center business are Bitrix24, DCdial, CallCenterHosting, Zendesk Support, etc.
What is the Difference between Call Center and Contact Center?
The major differences between call centers and contact centers are as follow:
- Communication Channels: While most call centers use phones as the primary channel of communication, contact centers interact via various modes such as chats, social media, email, and website.
- Experience: Contact centers provide more engaging customer service than call centers with an omnichannel approach. However, traditional call centers are more equipped to handle inbound and outbound phone calls.
- Automation: Contact centers usually deploy more automation features than call centers.
How Can Call Center Software Help the Social Media Contact Center?
When companies use social media as the main channel for solving customer issues, call center software helps them in:
- Recording conversations
- Disbursing information through social media networks
- Conducting sentiment analysis for mapping customer satisfaction metrics
How Can Call Centers Leverage the Recall Technology Feature of the Call Center Software?
Recall technology is a message filtering technology that eliminates the faulty or erroneous messages that were sent to customers due to human error. This technique automatically filters messages that may have wrong information, spelling mistakes, unchecked facts, etc. Recall feature or the on second thoughtstechnology can duly abort messages, edit them and save call centers from losses due to human errors. It works by holding instant transmission of messages and giving the agent time to correct any erroneously sent message.