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.

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List of Best Call Center Software with Reviews

  • Newfies-Dialer

    Newfies-Dialer is Call Center system for Voice Broadcasting and Predictive dialling
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    Newfies-Dialer is focused on call centers and has predictive dialling, inbound calling and can be used with existing call center and PBX equipment. An agent interface is included and will display any information uploaded with the contact. The agent interface integrates with most web based CRM systems, and has API to populate data into the your CRM system. From the interface, agents can schedule c ... read more about Newfies-Dialer

    Entry Level Price
    Contact vendor
    Free Trial
    7 Days
    Category Focus
    70% in Call Center Software
  • Toky

    Your virtual phone system connected to everything
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    Toky integrates with existing business tools and offers a turn-key communication solution for all of your teams Unify data across business systems and enable your support team to offer highly personalized customer experiences and resolve issues faster. Easily scale the service based on your current and future needs. Access Toky on your laptops, tablets and mobile phones, anywhere in the worl ... read more about Toky

    Entry Level Price
    $20 Per Month
    Free Trial
    N/A
    Category Focus
    25% in Call Center Software
  • Zingtree

    Create Interactive Decision Trees.
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    Make sure things get done the right way by helping your team self-serve key information. Our interactive agent scripting solution powers inbound and outbound call centers, customer service teams, sales orgs, and appointment schedulers. Start with a single team or a whole department. Zingtree’s AI-powered decision tree platform transforms self-service, uncovers and implements automation opportun ... read more about Zingtree

    Entry Level Price
    Contact vendor
    Free Trial
    14 Days
    Category Focus
    70% in Call Center Software
  • CallHub

    Voice and SMS Service to connect with your supporters
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    Send custom voice messages to thousands at once. Set call transfers for up to 10 digits. Our call center software enables unlimited agents to connect with people over a call to have personalized one-on-one conversations. The range of automated dialers (which include Power, Preview, Predictive, and Fast Click dialers) gives you complete control over your dialing speed based on your needs while mai ... read more about CallHub

    Entry Level Price
    Contact vendor
    Free Trial
    N/A
    Category Focus
    50% in Call Center Software
  • Linphone

    An open source VoIP SIP softphone.
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    A single SDK with abstraction of platform specificities, to develop your VoIP client for smartphones, tablets, desktop platforms and embedded systems. Liblinphone offers APIs for various programming languages: C#, Java/Kotlin, Swift, C++ and C. Seamless integration with mobile platform IDEs thanks to our Maven repository and Cocoapods. SDK packages are available and source code is publicly shared. ... read more about Linphone

    Entry Level Price
    Free version
    Free Trial
    Available
    Category Focus
    25% in Call Center Software
  • 3CX

    CONNECT YOUR TEAM & CUSTOMERS
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    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 3CX

    Entry Level Price
    Free version
    Free Trial
    Available
    Category Focus
    40% in Call Center Software
  • Asterisk

    Asterisk is a free and open source framework for building communications applications
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    IP media gateways convert phone calls between legacy circuit-switched technologies and modern packet-switched technologies (aka VoIP). You can use gateways to connect legacy phone lines with your Asterisk system or to connect legacy phone systems with VoIP services and features. ... read more about Asterisk

    Entry Level Price
    Free version
    Free Trial
    Available
    Category Focus
    50% in Call Center Software
  • Ekiga

    Ekiga 5.0 - The Next Big Thing
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    Ekiga (formely known as GnomeMeeting) is an open source SoftPhone, Video Conferencing and Instant Messenger application over the Internet.It supports HD sound quality and video up to DVD size and quality.It is interoperable with many other standard compliant softwares, hardwares and service providers as it uses both the major telephony standards (SIP and H.323). ... read more about Ekiga

    Entry Level Price
    Free version
    Free Trial
    Available
    Category Focus
    50% in Call Center Software
  • Microsip

    MicroSIP - open source portable SIP softphone based on PJSIP stack for Windows OS.
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    It allowing to do high quality VoIP calls (person-to-person or on regular telephones) via open SIP protocol. From cloud of SIP providers you can choose best for you, register account and use it with MicroSIP. You'll get free person-to-person calls and cheap international calls. ... read more about Microsip

    Entry Level Price
    Free version
    Free Trial
    Available
    Category Focus
    50% in Call Center Software
  • Dialer360

    Complete Telecom Solutions
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    Dialer360 is Call Center Software which provides you inbound, outbound and blended services on high voltage and low cost for your call center. It is the complete telecom solution including Omni Channel, communication with your customers by using Email, SMS, Web chat and Social Media (Facebook, Twitter, LinkedIn, Google) etc. It can be integrated with the CRM of your choice. It gives you services f ... read more about Dialer360

    Entry Level Price
    Contact vendor
    Free Trial
    Available
    Category Focus
    20% in Call Center Software
  • Armada CRM

    Customer Relationship Management
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    Armada Customer relationship management (CRM) is an approach to manage a company’s interaction with current and potential customers. It uses data analysis about customers’ history with a company to improve business relationships with customers, specifically focusing on customer retention and ultimately driving sales growth. Our Call Center Client application provides pop up of the customer det ... read more about Armada CRM

    Entry Level Price
    Contact vendor
    Free Trial
    N/A
    Category Focus
    33% in Call Center Software
  • Five CRM

    Call Center CRM Software solutions
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    We create outstanding software to solve business problems, whether that’s trying to make sense of your data or automating key customer touch points. As a call center CRM, FIVE contains all the functionality needed to run high volume outbound campaigns for both B2B and B2C. Designed from the start for outbound calling for scenarios of 5 to 200+ seats, the concept is to at least double your call v ... read more about Five CRM

    Entry Level Price
    Contact vendor
    Free Trial
    N/A
    Category Focus
    25% in Call Center Software
  • HoduCC

    Call Center Software
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    Being one of the top VoIP (Voice over Internet Protocol) solutions providers across the globe, HoduSoft ensures that this Call Center System offers intelligence, security, and advanced features.Highlights: Predictive Dialer, Skill Based Mapping, Automatic Call Distribution, WebRTC Phone, Auto Dialer, Single Tenant & Multi-Tenant, Multilevel IVR, Real-Time Analytics & Reports. HoduCC has been desig ... read more about HoduCC

    Entry Level Price
    Contact vendor
    Free Trial
    30 Days
    Category Focus
    50% in Call Center Software
  • VICIdial

    THE MOST POPULAR OPEN-SOURCE CONTACT CENTER SOLUTION IN THE WORLD
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    VICIdial is an enterprise-class, open-source, contact center suite in use by many large call centers around the world. VICIdial has a full-featured predictive dialer. It can also function as an ACD for inbound calls, or closer calls coming from VICIdial outbound fronter agents as well as emails and website chat messages coming in from customers. ... read more about VICIdial

    Entry Level Price
    Free version
    Free Trial
    Available
    Category Focus
    50% in Call Center Software
  • Vmukti1.1

    VMukti 1.1 Open Source Call Center Software
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    The Voip-Info.org wiki covers everything related to VoIP, software, hardware, service providers, reviews, configurations, standards, resources, tips and tricks and everything else related to voice over IP networks (VoIP), IP telephony and Internet Telephony. ... read more about Vmukti1.1

    Entry Level Price
    Free version
    Free Trial
    Available
    Category Focus
    50% in Call Center Software
  • GOautodial

    Empowering the next generation contact centers
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    GoAutoDial Inc. is an information technology company duly registered under the Philippine SEC in Pasig City, NCR. It was established in 2010 by three entrepreneurs who have been in the forefront of the technologies successfully running many of the small and medium enterprise (SME) contact centers in the world, using open-source and proprietary solutions to create a robust, highly efficient applica ... read more about GOautodial

    Entry Level Price
    $24 Per Month
    Free Trial
    30 Days
    Category Focus
    50% in Call Center Software
  • ActiveDEMAND

    Welcome to predictive marketing automation
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    ActiveDEMAND has been designed to work with other online tools including CRMs, social media platforms, webinar tools, analytic platforms and more. Additionally, ActiveDEMAND is more comprehensive, built to eliminate the need for multiple, disparate platforms such as email marketing tools, social media management tools, call tracking software and landing page builders. Now, with ActiveDEMAND, all o ... read more about ActiveDEMAND

    Entry Level Price
    Contact vendor
    Free Trial
    14 Days
    Category Focus
    25% in Call Center Software
  • CrazyCall is a cloud-based app that helps contact centers and sales teams boost performance of their outbound and inbound projects. Easy to install, CrazyCall requires no download or technical skills. Start making and receiving calls directly in your browser within minutes of creating your account. With our automatic dialer you no longer need to dial numbers manually. ... read more about CrazyCall

    Entry Level Price
    $11.00 Per Month
    Free Trial
    14 Days
    Category Focus
    100% in Call Center Software
  • Nectar Desk

    Keep client communication under single interface.
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    We have built NectarDesk with simple belief in mind - don't charge clients before they try and happy with the product, make it super simple to use, and keep all customer interaction under one roof. We invite you to give NectarDesk a chance to show you how our Cloud Call Center software can change the way your clients are treated. ... read more about Nectar Desk

    Entry Level Price
    $50 Per Month
    Free Trial
    14 Days
    Category Focus
    100% in Call Center Software
  • Vocalcom

    Cloud-based Contact Center Software
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    Vocalcom’s multi-award winning cloud-based contact center solution and inside sales platform help businesses to drive a more effective sales team, and manage multichannel customer interactions as one single conversation. With a strong track record of innovation and a never-ending desire to be the first, Vocalcom powers more than 1 billion of the world’s best customer experiences while deliveri ... read more about Vocalcom

    Entry Level Price
    Contact vendor
    Free Trial
    N/A
    Category Focus
    50% in Call Center Software
  • AgentTime

    We know that call center workforce management software must be both effective and affordable.
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    Call center workforce management software products from Portage Communications are the world-wide leaders in affordable and flexible call center software tools for small call center scheduling. Design and maintain your call center optimization for agent productivity and ideal customer service levels with our easy-to-use call center workforce management software. ... read more about AgentTime

    Entry Level Price
    Contact vendor
    Free Trial
    N/A
    Category Focus
    50% in Call Center Software
  • Voicent

    Award Winning Auto Dialer Solution
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    Voicent is dedicated to developing affordable, easy-to-use communication software that helps people, businesses and communities share information, exchange ideas and build strong relationships.Voicent's innovation always aims to simplify the complex --to make technology simply work wonders.Voicent began with the idea that personal computers and the Internet could be used to radically reduce our de ... read more about Voicent

    Entry Level Price
    $19 Per Month
    Free Trial
    30 Days
    Category Focus
    25% in Call Center Software
  • 3C Logic

    The Auto Dialing Software
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    3CLogic is a leading cloud contact center platform modernizing enterprise communications with their employees and customers. Built on Amazon Web Services (AWS), the pure or hybrid cloud solution provides advanced and scalable speech-enabled offerings for leading CRMs, including ServiceNow, Salesforce, and SugarCRM. ... read more about 3C Logic

    Entry Level Price
    Contact vendor
    Free Trial
    N/A
    Category Focus
    20% in Call Center Software
  • dialerAI

    DialerAI is a multi-tenant Predictive Dialer and Call Center system
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    DialerAI is focused on call centers and has predictive dialling, inbound calling and can be used with existing call center and PBX equipment. An agent interface is included and will display any information uploaded with the contact. The agent interface integrates with most web based CRM systems, and has API to populate data into the your CRM system. From the interface, agents can schedule call bac ... read more about dialerAI

    Entry Level Price
    $199.00 Per Month
    Free Trial
    7 Days
    Category Focus
    70% in Call Center Software
  • One Call Now

    Simple, Affordable Broadcast Messaging
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    One Call Now's message notification service delivers automated phone calls, SMS text messages and emails—within moments—to any group, large or small. Tens of thousands of schools, congregations, sports teams, businesses and municipalities throughout the country rely on us for routine reminders and emergency notifications.In fact, 1 in 5 Americans depends on us each and every day to protect, in ... read more about One Call Now

    Entry Level Price
    Contact vendor
    Free Trial
    N/A
    Category Focus
    50% in Call Center Software
  • Arbeit Dialer

    Reliable Cloud Based Contact Software built for Call Centers
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    When two collection agency owners became frustrated over phone dialers and automated calling systems that didn’t grow their business—they built their own. The result was Arbeit Software, a platform dedicated to helping agents call with confidence.Today, Arbeit is growing fast and finding new ways to support a healthy, compliant, and productive collections industry including TCPA-compliance sol ... read more about Arbeit Dialer

    Entry Level Price
    Contact vendor
    Free Trial
    N/A
    Category Focus
    34% in Call Center Software
  • CallRail

    Get visibility into your calls, conversions, and conversations
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    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

    Entry Level Price
    $40 Per Month
    Free Trial
    14 Days
    Category Focus
    50% in Call Center Software
  • Daktela

    Multi-channel customer service. Built-in virtual exchange. Built-in CRM.
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    The best cloud-based contact center software that helps you deliver great customer service. Handle voice, email, web chat, SMS and all communication via social media channels in one solution with extended features such as CRM, real-time, wallboards and much more. A breakthrough contact center solution designed to transform customer service. Manage inbound and outbound interactions, analyze perform ... read more about Daktela

    Entry Level Price
    Contact vendor
    Free Trial
    N/A
    Category Focus
    20% in Call Center Software
  • My Call Cloud

    Cloud call center software optimized for reliability and a personalized customer experience
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    My Call Cloud assists clients to effectively manage Inbound, Outbound and Blended calling with agents in-house or, remote. Cutting-edge contact center solutions such as SMS, IVR message blasting (with Text-to-Speech), FB messaging, and other services such as No-Dial (voicemail delivery to cell phones without ringing) are just a few of the full-service suite options available to our Call Center So ... read more about My Call Cloud

    Entry Level Price
    $69.00 Per Month
    Free Trial
    N/A
    Category Focus
    50% in Call Center Software

Buyer’s Guide

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. 

  1. 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. 
  2. 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. 
  3. 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. 
  4. 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. 
  5. 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. 
  6. 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. 
  7. 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.
  8. 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 Are the Powerful Integrations One Should Look For With Call Center Software?

Integrations with software applications such as CRM software, Office suite, Back up software, help desk software, live chat software, Predictive Dialer Software, etc., can be an added benefit.

What is the Difference between Call Center and Contact Center?

The major differences between call centers and contact centers are as follow:

  1. 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.
  2. 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.
  3. 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.

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