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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.

Goodfirms conducts a thorough review and verification process before including any company in the listings. Some listings may involve fees. [How Goodfirms ensures trust]
Rankings updated: Dec 31, 2025
256 Software

List of Best Call Center Software with Reviews

  • AVOXI Genius

    AVOXI’s all-in-one cloud communications platform helps businesses centralize global voice, contact center and messaging to empower quality interactions without complexity. Master every conversation using industry-leading tools and insight delivered quickly, affordably and ... read more about AVOXI Genius

    Entry Level Price
    $19.99 Per Month
    Free Trial
    N/A
    Pricing Type
    Per User
    25% in Call Center Software

    Features
    • Call Logging
    • Call Recording
    • Call Scripting
    • Campaign Management
    • Conference Calling
    • Escalation Management
    • Interactive Voice Response
    • Manual Dialer
    • Predictive Dialer
    • Queue Management
    • Reporting & Analytics
    • Voicemail

    Key Details
    Industries
    • Banking
    • Consumer-services
    • Financial-services
    • Information-services
    • Information-technology-services
    • Insurance
    • Retail
    • Telecommunications
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    Support
    • Email
    • Phone
    • 24x7 Support
    Training
    • Webinar
    • Documentation
    Knowledge Base
    • Help Guides
    • Video
    • Blog
    • Webinars
    • On-Site Training

    Packages
    Pricing Type
    • Per User
    Preferred Currency
    • USD ($)
    Free Version
    • Yes
    Payment Frequency
    • Monthly Payment
    • Quote Based
    Vendor pricing page Get Free Trial Download Pricing Document
    Available Packages
    Standard
    $19.99 Per Month

    Integration
    Integrated With
    • Zapier
    • HubSpot CRM
    • Pipedrive
    • Asana
    Visit website

  • Justcall

    JustCall is an AI-powered customer communication platform that allows you to connect with customers instantly, automate your workflows, and coach your teams, all from a single interface. Purpose-built to serve your business ... read more about Justcall

    Entry Level Price
    $29 Per Month
    Free Trial
    14 Days
    Pricing Type
    Per User
    30% in Call Center Software

    Features
    • Call Logging
    • Call Recording
    • Call Scripting
    • Campaign Management
    • Conference Calling
    • Escalation Management
    • Interactive Voice Response
    • Manual Dialer
    • Predictive Dialer
    • Queue Management

    Key Details
    Industries
    • Education-management
    • Financial-services
    • Hospital-health-care
    • Marketing-advertising
    • Real-estate
    • Telecommunications
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • On Premises
    • Web-based
    • iPhone/iPad
    • Android
    • Windows
    • Mac
    Support
    • Email
    • Chat
    • Phone
    • 24x7 Support
    Training
    • Webinar
    • Documentation
    Knowledge Base
    • Help Guides
    • Video
    • Blog
    • Webinars
    • On-Site Training

    Packages
    Pricing Type
    • Per User
    Preferred Currency
    • USD ($)
    Free Version
    • Yes
    Free Trial
    • 14 Days Trial
      (Credit card required)
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    Vendor pricing page Try Software Demo Get Free Trial
    Available Packages
    Team
    $29 Per Month
    Pro
    $49 Per Month

    Integration
    Integrated With
    • HubSpot CMS Hub
    • Salesforce CRM
    • Zoho Analytics
    • Zendesk Guide
    • Front
    • Pipedrive
    Visit website

  • Ozonetel CloudAgent

    Call center software from Ozonetel is specifically designed to boost sales and customer service agent performance while giving control and visibility to managers. Some of our most innovative solutions include a modern ... read more about Ozonetel CloudAgent

    Entry Level Price
    Contact vendor
    Free Trial
    N/A
    Pricing Type
    Contact Vendor
    25% in Call Center Software

    Features
    • Call Logging
    • Call Recording
    • Call Scripting
    • Campaign Management
    • Conference Calling
    • Escalation Management
    • Interactive Voice Response
    • Manual Dialer
    • Predictive Dialer
    • Queue Management

    Key Details
    Industries
    • Banking
    • Consumer-services
    • Financial-services
    • Insurance
    • Telecommunications
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    Support
    • Email
    • Chat
    • Phone
    • 24x7 Support
    Training
    • Webinar
    • Documentation
    Knowledge Base
    • Help Guides
    • Video
    • Blog
    • Webinars
    • On-Site Training

    Packages
    Pricing Type
    • Contact Vendor
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Payment Frequency
    • Quote Based
    Vendor pricing page Get Free Trial
    Visit website

  • Call Center Studio

    Your customers want their voices to be heard and their problems resolved quickly and effortlessly. Our interactive voice response features allow you to respond to customer queries automatically, 24/7. With CallCenterStudio, setting ... read more about Call Center Studio

    Entry Level Price
    Contact vendor
    Free Trial
    N/A
    Pricing Type
    Contact Vendor
    20% in Call Center Software

    Features
    • Call Logging
    • Call Recording
    • Call Scripting
    • Campaign Management
    • Conference Calling
    • Escalation Management
    • Interactive Voice Response
    • Manual Dialer
    • Predictive Dialer
    • Queue Management
    • Reporting & Analytics
    • Voicemail

    Key Details
    Industries
    • Accounting
    • Airlines-aviation
    • Automotive
    • Banking
    • Financial-services
    • Government-administration
    • Information-services
    • Information-technology-services
    • Outsourcing-offshoring
    • Retail
    • Telecommunications
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    Support
    • Email
    • Phone
    • 24x7 Support
    Training
    • Webinar
    • Documentation
    Knowledge Base
    • Help Guides
    • Video
    • Blog
    • Webinars
    • Case Studies
    • Whitepapers
    • On-Site Training

    Packages
    Pricing Type
    • Contact Vendor
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Payment Frequency
    • Quote Based
    Vendor pricing page
    Visit website

  • CloudCall

    CloudCall's unparalleled CRM integration unifies your communications, improves data quality, increases productivity, and captures all conversations. CloudCall is the voice and communication system for your sales and recruitment teams. By integrating phone ... read more about CloudCall

    Entry Level Price
    Contact vendor
    Free Trial
    N/A
    Pricing Type
    Contact Vendor
    34% in Call Center Software

    Features
    • Call Logging
    • Call Recording
    • Call Scripting
    • Campaign Management
    • Conference Calling
    • Interactive Voice Response
    • Manual Dialer
    • Queue Management

    Key Details
    Industries
    • Marketing-advertising
    • Telecommunications
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    • iPhone/iPad
    Support
    • Phone
    • 24x7 Support
    Training
    • Webinar
    Knowledge Base
    • Help Guides
    • Video
    • Blog
    • Webinars
    • On-Site Training

    Packages
    Pricing Type
    • Contact Vendor
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Payment Frequency
    • Quote Based
    Vendor pricing page
    Visit website

  • Replicant

    Replicant is a Conversational AI technology that works out of the box to solve customer problems over the phone. The platform lets you offer high-touch customer service without hiring, offshoring, or adding ... read more about Replicant

    Entry Level Price
    Contact vendor
    Free Trial
    N/A
    Pricing Type
    Contact Vendor
    33% in Call Center Software

    Features
    • Call Logging
    • Call Recording
    • Escalation Management
    • Interactive Voice Response

    Key Details
    Industries
    • Marketing-advertising
    • Telecommunications
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    Support
    • Chat
    • Phone
    • 24x7 Support
    Training
    • Webinar
    Knowledge Base
    • Help Guides
    • Video
    • Blog
    • Webinars
    • On-Site Training

    Packages
    Pricing Type
    • Contact Vendor
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Payment Frequency
    • Quote Based
    Vendor pricing page
    Visit website

  • SmartAction Speech IVR System

    SmartAction provides cloud-based AI-powered Virtual Agent solutions for contact centers. SmartAction's solutions make it easy for enterprises to automate the repetitive conversations handled by live agents, with seamless integrations to existing contact ... read more about SmartAction Speech IVR System

    Entry Level Price
    Contact vendor
    Free Trial
    N/A
    Pricing Type
    Contact Vendor
    33% in Call Center Software

    Features
    • Call Logging
    • Call Recording
    • Call Scripting
    • Campaign Management
    • Interactive Voice Response
    • Manual Dialer
    • Queue Management
    • Voicemail

    Key Details
    Licensing & Deployment
    • Cloud Hosted
    • Web-based
    Support
    • Chat
    • Phone
    Knowledge Base
    • Help Guides
    • Video Guides
    • Blogs
    • Webinars
    • On-Site Training

    Packages
    Pricing Type
    • Contact Vendor
    Free Version
    • No
    Payment Frequency
    • Quote Based
    Vendor pricing page
    Visit website

  • Inconcert Allegro

    Advanced functionality incorporates profound business knowledge with the goal of aligning contact center operations with the industry’s best practices. inConcert Allegro Contact Center’s customized solutions reduce operating costs and maximize productivity while ... read more about Inconcert Allegro

    Entry Level Price
    Contact vendor
    Free Trial
    N/A
    Pricing Type
    Contact Vendor
    20% in Call Center Software

    Features
    • Call Logging
    • Call Recording
    • Call Scripting
    • Campaign Management
    • Conference Calling
    • Escalation Management
    • Interactive Voice Response
    • Manual Dialer
    • Predictive Dialer
    • Queue Management

    Key Details
    Industries
    • Marketing-advertising
    • Telecommunications
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    • Windows
    Support
    • Email
    • 24x7 Support
    Knowledge Base
    • Help Guides
    • Video
    • Blog

    Packages
    Pricing Type
    • Contact Vendor
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Payment Frequency
    • Quote Based
    Vendor pricing page
    Visit website

  • C-Zentrix

    C-Zentrix, the fastest growing customer experience solution, brings to you the most comprehensive solution for multi-touch contact centres offered on premise, on cloud or hybrid. With all the touch points – voice, ... read more about C-Zentrix

    Entry Level Price
    Contact vendor
    Free Trial
    N/A
    Pricing Type
    Contact Vendor
    25% in Call Center Software

    Features
    • Call Logging
    • Call Recording
    • Campaign Management
    • Conference Calling
    • Escalation Management
    • Interactive Voice Response
    • Manual Dialer
    • Predictive Dialer
    • Queue Management

    Key Details
    Industries
    • Marketing-advertising
    • Telecommunications
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    Support
    • Chat
    • Phone
    • 24x7 Support
    Training
    • Webinar
    Knowledge Base
    • Help Guides
    • Video
    • Blog
    • Webinars
    • On-Site Training

    Packages
    Pricing Type
    • Contact Vendor
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Payment Frequency
    • Quote Based
    Vendor pricing page
    Visit website

  • Akio.CX

    AKIO is a company that provides customer experience software platforms. It proposes cross-channel solutions that help you with customer engagement management, voice of the customer analysis and brand reputation monitoring. Akio proposes ... read more about Akio.CX

    Entry Level Price
    Contact vendor
    Free Trial
    N/A
    Pricing Type
    Contact Vendor
    20% in Call Center Software

    Features
    • Call Logging
    • Call Recording
    • Call Scripting
    • Campaign Management
    • Conference Calling
    • Escalation Management
    • Interactive Voice Response
    • Manual Dialer
    • Queue Management

    Key Details
    Industries
    • Marketing-advertising
    • Telecommunications
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    Support
    • Phone
    • 24x7 Support
    Knowledge Base
    • Help Guides
    • Video
    • Blog

    Packages
    Pricing Type
    • Contact Vendor
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Payment Frequency
    • Quote Based
    Vendor pricing page
    Visit website

  • Ameyo Engage

    Ameyo Engage is a Cloud-based Call Center Software that allows a business to take control of their operations by deploying faster changes to Customer Interaction Initiatives and engaging employees, which results in ... read more about Ameyo Engage

    Entry Level Price
    Contact vendor
    Free Trial
    N/A
    Pricing Type
    Contact Vendor
    20% in Call Center Software

    Features
    • Call Logging
    • Call Recording
    • Call Scripting
    • Campaign Management
    • Conference Calling
    • Escalation Management
    • Interactive Voice Response
    • Manual Dialer
    • Predictive Dialer
    • Queue Management

    Key Details
    Industries
    • Marketing-advertising
    • Telecommunications
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    • iPhone/iPad
    • Android
    Support
    • Phone
    • 24x7 Support
    Knowledge Base
    • Help Guides
    • Video
    • Blog

    Packages
    Pricing Type
    • Contact Vendor
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Payment Frequency
    • Quote Based
    Vendor pricing page
    Visit website

  • CenterMaster

    CenterMaster is a multichannel cloud-based contact center solution that is TCPA, PCI, and HIPAA compliant. Whether you have a dedicated team or need an enterprise solution, the CenterMaster platform is easily scalable ... read more about CenterMaster

    Entry Level Price
    Contact vendor
    Free Trial
    N/A
    Pricing Type
    Contact Vendor
    50% in Call Center Software

    Features
    • Call Logging
    • Call Recording
    • Call Scripting
    • Campaign Management
    • Conference Calling
    • Escalation Management
    • Interactive Voice Response
    • Manual Dialer
    • Predictive Dialer
    • Queue Management

    Key Details
    Industries
    • Marketing-advertising
    • Telecommunications
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    Support
    • Phone
    • 24x7 Support
    Knowledge Base
    • Help Guides
    • Video
    • Blog

    Packages
    Pricing Type
    • Contact Vendor
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Payment Frequency
    • Quote Based
    Vendor pricing page
    Visit website

  • DC Contact Center

    DialConnection's Contact Center suite allows you to make informed decisions on when and how to best communicate with your customers. You are no longer tied to simply creating a call list in ... read more about DC Contact Center

    Entry Level Price
    Contact vendor
    Free Trial
    N/A
    Pricing Type
    Contact Vendor
    34% in Call Center Software

    Features
    • Call Recording
    • Campaign Management
    • Conference Calling
    • Interactive Voice Response
    • Predictive Dialer
    • Queue Management
    • Voicemail

    Key Details
    Industries
    • Marketing-advertising
    • Telecommunications
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    Support
    • Phone
    • 24x7 Support
    Knowledge Base
    • Help Guides
    • Video
    • Blog

    Packages
    Pricing Type
    • Contact Vendor
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Payment Frequency
    • Quote Based
    Vendor pricing page
    Visit website

  • Infobip

    Infobip is a global leader in omnichannel engagement powering a broad range of messaging channels, tools and solutions for advanced customer engagement, authentication and security. We help our clients and partners overcome ... read more about Infobip

    Entry Level Price
    Contact vendor
    Free Trial
    N/A
    Pricing Type
    Contact Vendor
    18% in Call Center Software

    Features
    • Call Logging
    • Call Recording
    • Conference Calling
    • Manual Dialer

    Key Details
    Industries
    • Marketing-advertising
    • Telecommunications
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    Support
    • Email
    • 24x7 Support
    Training
    • Webinar
    Knowledge Base
    • Help Guides
    • Video
    • Blog
    • On-Site Training

    Packages
    Pricing Type
    • Contact Vendor
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Payment Frequency
    • Quote Based
    Vendor pricing page
    Visit website

  • Phonon

    Phonon is a pioneer in hosted telecom software technology. Our telecom applications including click-to-call, hosted inbound IVR systems, automated outbound dialer systems, virtual number services, SMS-to-call, and hosted PBXs are used by ... read more about Phonon

    Entry Level Price
    Contact vendor
    Free Trial
    N/A
    Pricing Type
    Contact Vendor
    34% in Call Center Software

    Features
    • Call Logging
    • Call Recording
    • Call Scripting
    • Escalation Management
    • Voicemail

    Key Details
    Industries
    • Marketing-advertising
    • Telecommunications
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    • Windows
    • Mac
    Support
    • Phone
    • 24x7 Support
    Knowledge Base
    • Help Guides
    • Video
    • Blog
    • Webinars
    • On-Site Training

    Packages
    Pricing Type
    • Contact Vendor
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Payment Frequency
    • Quote Based
    Vendor pricing page
    Visit website

  • MaxContact

    MaxContact is a Contact Centre Software Company with a difference. Formed by a group of contact centre professionals who became frustrated with providers that over promised and under delivered on features, support ... read more about MaxContact

    Entry Level Price
    Contact vendor
    Free Trial
    N/A
    Pricing Type
    Contact Vendor
    20% in Call Center Software

    Features
    • Call Logging
    • Call Recording
    • Call Scripting
    • Campaign Management
    • Conference Calling
    • Escalation Management
    • Interactive Voice Response
    • Manual Dialer
    • Predictive Dialer
    • Queue Management

    Key Details
    Industries
    • Marketing-advertising
    • Telecommunications
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    Support
    • Phone
    • 24x7 Support
    Training
    • Webinar
    Knowledge Base
    • Help Guides
    • Video
    • Blog
    • Webinars
    • On-Site Training

    Packages
    Pricing Type
    • Contact Vendor
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Payment Frequency
    • Quote Based
    Vendor pricing page
    Visit website

  • ImagineSales

    We are an all in one solution for inside sales and telecallers. We have brought in CRM and call center software capabilities at one place. Not only that. We have proposal and ... read more about ImagineSales

    Entry Level Price
    Contact vendor
    Free Trial
    15 Days
    Pricing Type
    Contact Vendor
    33% in Call Center Software

    Features
    • Call Logging
    • Call Recording
    • Campaign Management
    • Conference Calling
    • Manual Dialer
    • Predictive Dialer
    • Queue Management
    • Operations Management

    Key Details
    Licensing & Deployment
    • Cloud Hosted
    • Web-based
    • Windows
    Support
    • Phone
    Knowledge Base
    • Help Guides
    • Video Guides
    • Webinars
    • Case Studies
    • On-Site Training

    Packages
    Pricing Type
    • Contact Vendor
    Free Version
    • No
    Free Trial
    • 15 Days Trial
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    • Quote Based
    • One-Time Payment
    Vendor pricing page
    Visit website

  • Softdial Contact Center

    The product information provides descriptions of key software components. As such, these are primarily technical product descriptions rather than a summary of benefits as to what the product can do. Nevertheless, we ... read more about Softdial Contact Center

    Entry Level Price
    Contact vendor
    Free Trial
    N/A
    Pricing Type
    Contact Vendor
    25% in Call Center Software

    Features
    • Call Logging
    • Call Recording
    • Call Scripting
    • Campaign Management
    • Conference Calling
    • Interactive Voice Response
    • Manual Dialer
    • Predictive Dialer
    • Queue Management
    • Voicemail

    Key Details
    Industries
    • Marketing-advertising
    • Telecommunications
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    Support
    • Email
    • Phone
    • 24x7 Support
    Knowledge Base
    • Help Guides
    • Video
    • Blog

    Packages
    Pricing Type
    • Contact Vendor
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Payment Frequency
    • Quote Based
    Vendor pricing page
    Visit website

  • Telemo

    Telemo.io is an AI-driven layer on top of legacy business communication systems to standardize everything with modern REST APIs with AI. Essentially, Telemo wants to be as simple as Messagebird, Twilio, or ... read more about Telemo

    Entry Level Price
    Contact vendor
    Free Trial
    N/A
    Pricing Type
    Contact Vendor
    25% in Call Center Software

    Features
    • Call Logging
    • Call Recording
    • Call Scripting
    • Campaign Management
    • Conference Calling
    • Escalation Management
    • Interactive Voice Response
    • Manual Dialer
    • Predictive Dialer
    • Queue Management

    Key Details
    Industries
    • Hospital-health-care
    • Leisure-travel
    • Retail
    • Telecommunications
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • iPhone/iPad
    Support
    • Phone
    • 24x7 Support
    Knowledge Base
    • Help Guides
    • Video Guides
    • Blogs
    • Case Studies
    • On-Site Training

    Packages
    Pricing Type
    • Contact Vendor
    Free Version
    • No
    Payment Frequency
    • Quote Based
    Vendor pricing page
    Visit website

  • maaiiconnect

    Your all-in-one customer engagement & collaboration platform, maaiiconnect is the only solution combining telecom and digital channels to grow your sales, boost team productivity, and elevate customer experience. Engage your customers and ... read more about maaiiconnect

    Entry Level Price
    Free version
    Free Trial
    Available
    Pricing Type
    Free
    25% in Call Center Software

    Features
    • Call Logging
    • Call Recording
    • Call Scripting
    • Conference Calling
    • Voicemail

    Key Details
    Licensing & Deployment
    • Cloud Hosted
    • Web-based
    • iPhone/iPad
    • Android
    Support
    • Chat
    • Phone
    Knowledge Base
    • Help Guides
    • Video Guides
    • Blogs
    • Webinars
    • On-Site Training

    Packages
    Pricing Type
    • Free
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    • Quote Based
    • Free
    Vendor pricing page
    Visit website

  • CallHippo

    With CallHippo, you can buy a business phone system and have it up and running in less than 3 minutes from anywhere in the world. Powered by robust features, CallHippo’s powerful commercial ... read more about CallHippo

    Entry Level Price
    Free version
    Free Trial
    Available
    Pricing Type
    Free
    20% in Call Center Software

    Features
    • Call Logging
    • Call Recording
    • Campaign Management
    • Conference Calling
    • Escalation Management
    • Interactive Voice Response
    • Manual Dialer
    • Predictive Dialer
    • Queue Management

    Key Details
    Industries
    • Banking
    • Financial-services
    • Information-services
    • Information-technology-services
    • Marketing-advertising
    • Online-publishing
    • Retail
    • Telecommunications
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    Support
    • Email
    • Chat
    • Phone
    • 24x7 Support
    Training
    • Webinar
    • Documentation
    Knowledge Base
    • Help Guides
    • Blog
    • Case Studies
    • On-Site Training

    Packages
    Pricing Type
    • Free
    Preferred Currency
    • USD ($)
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    • Quote Based
    Vendor pricing page Try Software Demo Get Free Trial
    Visit website

  • Connex One

    Our feature-rich CX software is secure, adaptable, and scalable for all businesses. Designed by a world-class development team, Connex One enables businesses to increase revenue, boost agent productivity and improve customer satisfaction ... read more about Connex One

    Entry Level Price
    Contact vendor
    Free Trial
    N/A
    Pricing Type
    Contact Vendor
    50% in Call Center Software

    Features
    • Call Logging
    • Call Recording
    • Call Scripting
    • Conference Calling
    • Predictive Dialer
    • Voicemail

    Key Details
    Industries
    • Marketing-advertising
    • Telecommunications
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    • iPhone/iPad
    • Android
    • Windows
    • Mac
    • Linux
    Support
    • Phone
    • 24x7 Support
    Knowledge Base
    • Help Guides
    • Video
    • Blog

    Packages
    Pricing Type
    • Contact Vendor
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Payment Frequency
    • Quote Based
    Vendor pricing page
    Visit website

  • centah

    From outbound campaign calling to inbound service and support, our call centers support your company. Centah Inc. is a fast growing Software as a Service (SaaS) company. We have become the leading ... read more about centah

    Entry Level Price
    Contact vendor
    Free Trial
    N/A
    Pricing Type
    Contact Vendor
    50% in Call Center Software

    Features
    • Call Logging
    • Call Recording
    • Call Scripting
    • Manual Dialer
    • Queue Management

    Key Details
    Industries
    • Marketing-advertising
    • Telecommunications
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    • iPhone/iPad
    • Android
    • Windows
    • Mac
    • Linux
    Support
    • Phone
    • 24x7 Support
    Knowledge Base
    • Help Guides
    • Video
    • Blog

    Packages
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    • Contact Vendor
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Payment Frequency
    • Quote Based
    Vendor pricing page
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  • IVR GURU

    IVR GURU hosted IVR Services, you can ensure customers are directed to the right place quickly and without frustration, whether they need an agent or can complete the transaction using the self-serve ... read more about IVR GURU

    Entry Level Price
    Contact vendor
    Free Trial
    N/A
    Pricing Type
    Contact Vendor
    50% in Call Center Software

    Features
    • Call Logging
    • Call Recording
    • Call Scripting
    • Conference Calling
    • Interactive Voice Response
    • Predictive Dialer
    • Queue Management
    • Voicemail

    Key Details
    Industries
    • Marketing-advertising
    • Telecommunications
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    • Windows
    Support
    • Phone
    • 24x7 Support
    Knowledge Base
    • Help Guides
    • Video
    • Blog

    Packages
    Pricing Type
    • Contact Vendor
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Payment Frequency
    • Quote Based
    Vendor pricing page
    Visit website

  • Convox CRM

    Multi-Channel Routing, Real-Time Reporting & Dashboards, No Initial Cost. Run Your Own Call Center in a Browser. Predictive dialer. inbound & Outbound calls. Advanced IVR. Progressive dialer. CRM integration. Solution for blended ... read more about Convox CRM

    Entry Level Price
    Contact vendor
    Free Trial
    N/A
    Pricing Type
    Contact Vendor
    100% in Call Center Software

    Features
    • Call Logging
    • Call Recording
    • Call Scripting
    • Conference Calling
    • Escalation Management
    • Manual Dialer
    • Queue Management
    • Operations Management

    Key Details
    Licensing & Deployment
    • Cloud Hosted
    • Web-based
    • Windows
    Support
    • Chat
    • Phone
    Knowledge Base
    • Help Guides
    • Video Guides

    Packages
    Pricing Type
    • Contact Vendor
    Free Version
    • No
    Payment Frequency
    • Quote Based
    Vendor pricing page
    Visit website

  • JGRobo

    JGRobo manages marketing automation campaigns and builds sales funnels using technologies such as Infusionsoft, GreenRope, ActiveCampaign, and more. JGRobo also offers customized data enrichment, analysis, reporting, and visualization solutions. Moreover, as experts ... read more about JGRobo

    Entry Level Price
    Contact vendor
    Free Trial
    N/A
    Pricing Type
    Contact Vendor
    20% in Call Center Software

    Features
    • Call Logging
    • Call Recording
    • Campaign Management
    • Interactive Voice Response
    • Queue Management

    Key Details
    Industries
    • Marketing-advertising
    • Telecommunications
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    • Windows
    Support
    • Chat
    • Phone
    • 24x7 Support
    Knowledge Base
    • Help Guides
    • Video
    • Blog

    Packages
    Pricing Type
    • Contact Vendor
    Free Version
    • No
    Payment Frequency
    • Quote Based
    Vendor pricing page
    Visit website

  • Freshcaller

    Freshcaller is a cloud-based call center software built for customer support and sales. It acts as a central hub for all phone-related activities of an organization, enabling companies to easily launch their ... read more about Freshcaller

    Entry Level Price
    Free version
    Free Trial
    Available
    Pricing Type
    Free
    100% in Call Center Software

    Features
    • Call Logging
    • Call Recording
    • Conference Calling
    • Escalation Management
    • Interactive Voice Response
    • Manual Dialer
    • Predictive Dialer
    • Queue Management
    • Voicemail

    Key Details
    Industries
    • Marketing-advertising
    • Telecommunications
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    • iPhone/iPad
    • Android
    • Windows
    • Mac
    • Linux
    Support
    • Chat
    • Phone
    • 24x7 Support
    Training
    • Webinar
    Knowledge Base
    • Video Guides
    • Video
    • Blog
    • Webinars
    • Case Studies
    • Whitepapers

    Packages
    Pricing Type
    • Free
    Preferred Currency
    • USD ($)
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    Vendor pricing page
    Visit website

  • Dial Your Leads

    Dial Your Leads is a all-in-one VOIP phone system with sales automation. Includes lead management, texting, and campaign dialing. All-phone system with sales automation. Includes lead management, texting, and campaign dialing. Automates ... read more about Dial Your Leads

    Entry Level Price
    $80 Per Month
    Free Trial
    N/A
    Pricing Type
    Per User
    33% in Call Center Software

    Features
    • Call Recording
    • Campaign Management
    • Conference Calling
    • Interactive Voice Response
    • Queue Management
    • Voicemail

    Key Details
    Industries
    • Marketing-advertising
    • Retail
    • Telecommunications
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    • iPhone/iPad
    • Android
    Support
    • Chat
    • Phone
    • 24x7 Support
    Knowledge Base
    • Help Guides
    • Video
    • Blog
    • Case Studies

    Packages
    Pricing Type
    • Per User
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Payment Frequency
    • Monthly Payment
    • Quote Based
    Vendor pricing page
    Available Packages
    Standard
    $80 Per Month
    Visit website

  • Power Dialer

    Cloud Contact Center is a cloud-based sales lead management system inlcuding inbound and outbound calling. ZoomCalls VoIP Business Phone Service, Dolphin Power Dialer, Cricket Click to Call, Cloud Call Center, Predictive Dialer ... read more about Power Dialer

    Entry Level Price
    $59 Per Month
    Free Trial
    N/A
    Pricing Type
    Flat Rate
    34% in Call Center Software

    Features
    • Call Logging
    • Call Recording
    • Campaign Management
    • Conference Calling
    • Escalation Management
    • Manual Dialer
    • Predictive Dialer
    • Queue Management

    Key Details
    Industries
    • Marketing-advertising
    • Telecommunications
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    • Windows
    • Mac
    Support
    • Chat
    • Phone
    • 24x7 Support
    Knowledge Base
    • Help Guides
    • Video
    • Blogs
    • Case Studies

    Packages
    Pricing Type
    • Flat Rate
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    Vendor pricing page
    Available Packages
    Standard
    $59 Per Month
    Visit website

  • CallSource

    CallSource offers advanced call tracking technologies using real human call analysts, not machine-learning, to collect business intelligence about your customers and the effectiveness of your marketing programs, while also helping to improve ... read more about CallSource

    Entry Level Price
    Contact vendor
    Free Trial
    N/A
    Pricing Type
    Contact Vendor
    50% in Call Center Software

    Features
    • Call Logging
    • Call Recording
    • Campaign Management
    • Conference Calling
    • Interactive Voice Response
    • Queue Management

    Key Details
    Industries
    • Marketing-advertising
    • Retail
    • Telecommunications
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    • Windows
    • Mac
    Support
    • Phone
    • 24x7 Support
    Knowledge Base
    • Help Guides
    • Video
    • Blog

    Packages
    Pricing Type
    • Contact Vendor
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Payment Frequency
    • Quote Based
    Vendor pricing page
    Visit website

  • Commpeak

    Distribution of leads, tickets, or inquiries among agents and teams. Custom assignment criteria: language, skills, experience, customers history, etc. Enhanced lead management with CRM integration. Real-time statistics on an intelligible dashboard. Routing ... read more about Commpeak

    Entry Level Price
    Contact vendor
    Free Trial
    N/A
    Pricing Type
    Contact Vendor
    33% in Call Center Software

    Features
    • Call Logging
    • Call Recording
    • Campaign Management
    • Conference Calling
    • Manual Dialer
    • Predictive Dialer
    • Queue Management
    • Voicemail

    Key Details
    Industries
    • Marketing-advertising
    • Telecommunications
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    • Windows
    • Mac
    Support
    • Chat
    • Phone
    • 24x7 Support
    Knowledge Base
    • Help Guides
    • Video
    • Blog

    Packages
    Pricing Type
    • Contact Vendor
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Payment Frequency
    • Monthly Payment
    • Quote Based
    Vendor pricing page
    Visit website

  • Wix Answers

    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. ... read more about Wix Answers

    Entry Level Price
    $24 Per Month
    Free Trial
    14 Days
    Pricing Type
    Flat Rate
    25% in Call Center Software

    Features
    • Interactive Voice Response
    • Queue Management
    • Operations Management
    • Voicemail

    Key Details
    Licensing & Deployment
    • Cloud Hosted
    • Web-based
    Knowledge Base
    • Help Guides
    • Video Guides
    • Blogs

    Packages
    Pricing Type
    • Flat Rate
    Free Version
    • No
    Free Trial
    • 14 Days Trial
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    Vendor pricing page
    Available Packages
    Standard
    $24 Per Month
    Visit website

  • Intermedia Unite

    intermedia Unite is an award-winning, highly reliable, VoIP business phone system that helps small businesses lower costs, simplify management and increase employee productivity. With complimentary mobile and desktop apps Unite users stay ... read more about Intermedia Unite

    Entry Level Price
    $27.99 Per Month
    Free Trial
    30 Days
    Pricing Type
    Flat Rate
    20% in Call Center Software

    Features
    • Call Logging
    • Call Recording
    • Call Scripting
    • Conference Calling
    • Manual Dialer
    • Predictive Dialer
    • Queue Management
    • Voicemail

    Key Details
    Industries
    • Marketing-advertising
    • Retail
    • Telecommunications
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    • iPhone/iPad
    • Android
    • Windows
    • Mac
    • Linux
    Support
    • Phone
    • 24x7 Support
    Knowledge Base
    • Help Guides
    • Video
    • Blog

    Packages
    Pricing Type
    • Flat Rate
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Free Trial
    • 30 Days Trial
    Payment Frequency
    • Monthly Payment
    • Quote Based
    Vendor pricing page
    Available Packages
    Standard
    $27.99 Per Month
    Visit website

  • BSI CTMS

    Whether as a sponsor, CRO or SMO BSI life sciences software covers your specific processes and features. Plan and manage all aspects of your clinical trials, like patient engagement, clinical trial management ... read more about BSI CTMS

    Entry Level Price
    Contact vendor
    Free Trial
    N/A
    Pricing Type
    Contact Vendor
    20% in Call Center Software

    Features
    • Call Logging
    • Call Recording
    • Call Scripting
    • Conference Calling
    • Escalation Management
    • Interactive Voice Response
    • Manual Dialer
    • Predictive Dialer
    • Voicemail

    Key Details
    Industries
    • Hospital-health-care
    • Marketing-advertising
    • Retail
    • Telecommunications
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    Support
    • Phone
    • 24x7 Support
    Training
    • Webinar
    Knowledge Base
    • Help Guides
    • Video
    • Blog
    • Webinars

    Packages
    Pricing Type
    • Contact Vendor
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Payment Frequency
    • Quote Based
    Vendor pricing page
    Visit website

  • Ameyo

    Debt collector can streamline the collections processes and improve the operational efficiency by ensuring greater coverage and connect rates with ease. An intelligent debt recovery solution can deliver higher Promise-to-Pay (PTP) rates ... read more about Ameyo

    Entry Level Price
    Contact vendor
    Free Trial
    N/A
    Pricing Type
    Contact Vendor
    0% in Call Center Software

    Features
    • Call Logging
    • Call Recording
    • Call Scripting
    • Campaign Management
    • Conference Calling
    • Escalation Management
    • Interactive Voice Response
    • Manual Dialer
    • Predictive Dialer
    • Queue Management
    • Reporting & Analytics
    • Voicemail

    Key Details
    Industries
    • Banking
    • Financial-services
    • Hospital-health-care
    • Insurance
    • Nonprofit-organization-management
    • Telecommunications
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    • iPhone/iPad
    • Android
    Support
    • Phone
    • 24x7 Support
    Training
    • Webinar
    Knowledge Base
    • Help Guides
    • Video
    • Blog
    • Case Studies
    • Whitepapers

    Packages
    Pricing Type
    • Contact Vendor
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Payment Frequency
    • Quote Based
    Vendor pricing page
    Visit website

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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.

Related Categories

CRM Software
Help Desk Software
Customer Service Software
Contact Management Software
VoIP Software
Auto Dialer Software
Call Tracking Software
IVR Software
Predictive Dialer Software

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