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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

  • Puzzel

    Puzzel’s cloud-based contact centre solution is a highly flexible and scalable omnichannel solution for companies of all sizes. It offers increased productivity, closer customer contact and improved service levels.Recognised by industry analysts ... read more about Puzzel

    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
    • Campaign Management
    • Manual Dialer
    • Predictive Dialer
    • Queue Management

    Key Details
    Licensing & Deployment
    • iPhone/iPad
    • Android
    • Windows
    Support
    • Chat
    • Phone
    Knowledge Base
    • Help Guides
    • Blogs
    • Webinars
    • Whitepapers

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

  • Evolve IP

    A Virtual Private Cloud: enjoy the built-in high availability and scalability of public clouds with the control and privacy of a private cloud. True isolation is provided via a suite of best-of-breed ... read more about Evolve IP

    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
    • Conference Calling
    • Manual Dialer
    • Predictive Dialer
    • Queue Management

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

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

  • CallPage

    Users are sick of tedious chat conversations. Offer them the most convenient way to connect and receive practical help from your support team. CallPage pop-up enables VIP customers to order an instant ... read more about CallPage

    Entry Level Price
    Contact vendor
    Free Trial
    14 Days
    Pricing Type
    Flat Rate
    25% in Call Center Software

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

    Key Details
    Industries
    • Accounting
    • Automotive
    • Business-supplies-equipment
    • Computer-software
    • Consumer-services
    • E-learning
    • Events-services
    • Financial-services
    • Health-wellness-fitness
    • Hospital-health-care
    • Information-technology-services
    • Insurance
    • Legal-services
    • Retail
    • Wholesale
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    • Linux
    Support
    • Email
    • Chat
    • Phone
    • Weekdays
    Training
    • In-person
    • Documentation
    Knowledge Base
    • Help Guides
    • Blogs

    Packages
    Pricing Type
    • Flat Rate
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Free Trial
    • 14 Days Trial
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    Vendor pricing page Try Software Demo Get Free Trial
    Visit website

  • LimeCall

    The fastest way to generate more sales qualified leads by connecting your qualified website visitors to the right rep instantly. Convert your website into a lead generation machine. Talk to your hottest ... read more about LimeCall

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

    Features
    • Call Logging
    • Call Recording
    • Conference Calling
    • Manual Dialer
    • Predictive Dialer
    • Reporting & Analytics
    • Voicemail

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

    Packages
    Pricing Type
    • Contact Vendor
    Free Version
    • No
    Free Trial
    • 14 Days Trial
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    Vendor pricing page
    Visit website

  • SmartcomDCX

    SmartcomDCX: Inbound, Outbound & Fully Blended Gain extraordinary capabilities with our highly flexible and scalable SmartcomDCX Cloud Call Centre applications. Optimize performance and improve CX via our sophisticated digital platform across; Inbound, ... read more about SmartcomDCX

    Entry Level Price
    $55 Per Month
    Free Trial
    More than 30 days
    Pricing Type
    Flat Rate
    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
    • Voicemail

    Key Details
    Licensing & Deployment
    • Cloud Hosted
    • Web-based
    • iPhone/iPad
    • Android
    • Windows
    • Mac
    • Linux
    Support
    • Phone
    Knowledge Base
    • Help Guides
    • Blogs
    • Case Studies
    • Whitepapers
    • On-Site Training

    Packages
    Pricing Type
    • Flat Rate
    Free Version
    • No
    Free Trial
    • More than 30 days Trial
    Payment Frequency
    • Monthly Payment
    Vendor pricing page
    Available Packages
    Standard
    $55 Per Month
    Visit website

  • CallSpree

    Callspree lets you generate phone calls from any Website, Landing Page or Form so that you never miss a sales lead again! CallSpree lets you fully automate the lead contact process. It ... read more about CallSpree

    Entry Level Price
    Free version
    Free Trial
    Available
    Pricing Type
    Free
    33% in Call Center Software

    Features
    • Call Recording
    • Interactive Voice Response
    • Queue Management

    Key Details
    Industries
    • Consumer-services
    • Marketing-advertising
    Licensing & Deployment
    • Open Source
    • Cloud Hosted
    • Web-based
    Support
    • Email
    • Phone
    • 24x7 Support
    Knowledge Base
    • Help Guides
    • Blogs

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

  • Ameyo Voice

    Ameyo has a long-standing history of excellence with years of proven industry experience in the very challenging and fast-paced Customer Experience Management domain. We came in 2003, built a complete Contact Center ... read more about Ameyo Voice

    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
    • Reporting & Analytics
    • Voicemail

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

    Packages
    Pricing Type
    • Contact Vendor
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    Vendor pricing page Try Software Demo Download Pricing Document
    Visit website

  • SparkTG

    SparkTGs' Virtual Contact Center Lite makes business communications elegant, tracked and easily accessible for future references. Just like a receptionist handles and manages all your incoming calls by giving the caller an ... read more about SparkTG

    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
    • Conference Calling
    • Escalation Management
    • Interactive Voice Response
    • Manual Dialer
    • Predictive Dialer
    • Queue Management
    • Voicemail

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

    Packages
    Pricing Type
    • Contact Vendor
    Free Version
    • No
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    Vendor pricing page
    Visit website

  • Aspect Via

    Aspect Via is a customer engagement platform that enables organizations to provide exceptional customer service and support. It is a cloud-based call service solutions that includes a wide range of capabilities, including ... read more about Aspect Via

    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

    Key Details
    Licensing & Deployment
    • Cloud Hosted
    • Web-based
    Support
    • Chat
    Knowledge Base
    • Webinars

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

  • CallVU

    Transform the call. Accomplish more on every customer call. Empower contact center agents to interact digitally with customers on high value calls and offer digital self-service for faster resolution of common needs. ... read more about CallVU

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

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

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

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

  • UJET

    Communicate as naturally with your customers as you would with friends and family. Effortlessly blend channels and allow customers to share pictures, videos, and voice calls depending on the situation. UJET’s customer ... read more about UJET

    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
    • Reporting & Analytics
    • Voicemail

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

    Packages
    Pricing Type
    • Contact Vendor
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    Vendor pricing page Try Software Demo Download Pricing Document
    Visit website

  • DCCM - Dynamic Contact Center Manager

    DCCM empowers business users responsible for managing the customer experience and agent staffing. DCCM has features such as future date changes, snapshot/restore and audit capabilities. It enables the business to focus on ... read more about DCCM - Dynamic Contact Center Manager

    Entry Level Price
    Contact vendor
    Free Trial
    30 Days
    Pricing Type
    Contact Vendor
    50% in Call Center Software

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

    Key Details
    Licensing & Deployment
    • Cloud Hosted
    • On Premises
    • Web-based
    Support
    • Phone
    Knowledge Base
    • Help Guides

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

  • EvaluAgent

    Upgrade your Quality Assurance system to EvaluAgent® Smart Quality.Empower your sales and service teams to deliver risk-free customer conversations with full QA coverage, actionable insight and robust performance management workflows. Mitigate risk ... read more about EvaluAgent

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

    Features
    • Call Logging
    • Call Recording
    • Escalation Management
    • Predictive Dialer

    Key Details
    Industries
    • Banking
    • Financial-services
    • Hospital-health-care
    • Information-services
    • Information-technology-services
    • Insurance
    • Telecommunications
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    Support
    • Email
    • Chat
    • 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 Try Software Demo Get Free Trial
    Visit website

  • KENT CamCall

    KENT CamCall is an app-less online live video calling solution that helps you fulfill your sales and support requirements virtually. This video calling software can be adopted to replace In-Shop Promoters, In-Person ... read more about KENT CamCall

    Entry Level Price
    $69 Per Month
    Free Trial
    30 Days
    Pricing Type
    Flat Rate
    100% in Call Center Software

    Features
    • Call Logging
    • Call Recording
    • Campaign Management
    • Conference Calling
    • Escalation Management
    • Queue Management

    Key Details
    Licensing & Deployment
    • Cloud Hosted
    • Windows
    Support
    • Chat
    • Phone
    Knowledge Base
    • Video Guides
    • Infographics

    Packages
    Pricing Type
    • Flat Rate
    Free Version
    • Yes
    Free Trial
    • 30 Days Trial
    Payment Frequency
    • Monthly Payment
    • Quote Based
    • Free
    Vendor pricing page
    Available Packages
    Standard
    $69 Per Month
    Visit website

  • PhoneBurner

    Multiply calls and live connections. Dial 60-80 contacts per hour, with no awkward connection delays. That means fewer hangups, more quality conversations and more closed deals. All with no per-minute fees, for ... read more about PhoneBurner

    Entry Level Price
    $127 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
    • Voicemail

    Key Details
    Industries
    • Banking
    • Financial-services
    • Hospital-health-care
    • Information-services
    • Information-technology-services
    • Staffing-recruiting
    • Telecommunications
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    Support
    • Email
    • Chat
    • Phone
    • 24x7 Support
    Training
    • Webinar
    • Documentation
    Knowledge Base
    • Help Guides
    • Video
    • Blog
    • Webinar

    Packages
    Pricing Type
    • Per User
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Payment Frequency
    • Monthly Payment
    Vendor pricing page Try Software Demo Download Pricing Document
    Available Packages
    Standard
    $127 Per Month
    Visit website

  • Aloware

    One of the key features of Aloware is its integration with various CRMs such as HubSpot, Pipedrive, Zoho to name a few, and communication channels, including VoIP phone calls, SMS text messaging, ... read more about Aloware

    Entry Level Price
    $30 Per User
    Free Trial
    7 Days
    Pricing Type
    Per User
    70% 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
    • Information-services
    • Information-technology-services
    • Retail
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    Support
    • Email
    • Chat
    • Phone
    • 24x7 Support
    Training
    • Webinar
    • Documentation
    Knowledge Base
    • Help Guides
    • Video
    • Blogs
    • Webinar

    Packages
    Pricing Type
    • Per User
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Free Trial
    • 7 Days Trial
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    Vendor pricing page Download Pricing Document
    Available Packages
    iPro
    $30 Per User
    uPro
    $60 Per User
    XPro
    $80 Per User
    Visit website

  • Dialpad Contact Centre

    Dialpad is a cloud-based business phone system that turns conversations into opportunities and helps global teams make smarter calls--anywhere, anytime. We bring simplicity to the professional phone experience and some of the ... read more about Dialpad Contact Centre

    Entry Level Price
    $15 Per Month
    Free Trial
    Available
    Pricing Type
    Per User
    25% in Call Center Software

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

    Key Details
    Industries
    • Commercial-real-estate
    • Education-management
    • Health-wellness-fitness
    • Hospital-health-care
    • Human-resources
    • Marketing-advertising
    • Real-estate
    • Retail
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    • iPhone/iPad
    • Android
    • Windows
    • Mac
    Support
    • Chat
    • Phone
    • 24x7 Support
    Knowledge Base
    • Help Guides
    • Video
    • Blog

    Packages
    Pricing Type
    • Per User
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Free Trial
    • Available Trial
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    Vendor pricing page Try Software Demo Get Free Trial
    Available Packages
    Standard
    $15 Per Month
    Visit website

  • Kixie

    Kixie is for sales agents: We've revolutionized how salespeople engage with prospects, making it automatic and natural. Kixie engages leads when *they* are engaged. In the past, agents simply dialed through a ... read more about Kixie

    Entry Level Price
    Contact vendor
    Free Trial
    7 Days
    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
    • Banking
    • Financial-services
    • Information-services
    • Information-technology-services
    • Retail
    • Telecommunications
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    Support
    • Email
    • Chat
    • Phone
    • 24x7 Support
    Training
    • Webinar
    • Documentation
    Knowledge Base
    • Help Guides
    • Video
    • Blog

    Packages
    Pricing Type
    • Contact Vendor
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Free Trial
    • 7 Days Trial
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    Vendor pricing page Try Software Demo Get Free Trial Download Pricing Document

    Integration
    Integrated With
    • Zapier
    • Pipedrive
    • Salesforce CRM
    • HubSpot CMS Hub
    • Zoho Analytics
    Visit website

  • Balto

    Unite agents with industry-leading AI for behavior change that delivers happier customers, increased revenue, and perfect conversations on every call. Show agents what to say, measure what’s working, and scale it instantly. ... read more about Balto

    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
    • Campaign Management
    • Conference Calling
    • Escalation Management
    • Interactive Voice Response
    • Manual Dialer
    • Predictive Dialer
    • Queue Management
    • Reporting & Analytics
    • Voicemail

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

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

  • Ringover

    Our vision is to revolutionize the business phone system and transform it into a modern and easy-to-use productivity tool. This idea gave rise to Ringover, a powerful 100% cloud communication solution integrating ... read more about Ringover

    Entry Level Price
    $21 Per Month
    Free Trial
    7 Days
    Pricing Type
    Per User
    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
    • Banking
    • Financial-services
    • Information-services
    • Information-technology-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

    Packages
    Pricing Type
    • Per User
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Free Trial
    • 7 Days Trial
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    Vendor pricing page Get Free Trial Download Pricing Document
    Available Packages
    Standard
    $21 Per Month

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

  • Bright Pattern

    Bright Pattern provides the simplest and most powerful AI-powered contact center for innovative midsize and enterprise companies. With the purpose of making customer service brighter, easier, and faster than ever before, Bright ... read more about Bright Pattern

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

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

    Key Details
    Industries
    • Hospital-health-care
    • Marketing-advertising
    • Retail
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    • iPhone/iPad
    • Android
    Support
    • Chat
    • 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

  • Conquer

    Conquer gives enterprise sales and service teams the tools and insights they need to conquer their day. Conquer is the first end-to-end revenue engagement solution to unify every aspect of the customer ... read more about Conquer

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

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

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

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

  • Sharpen

    Sharpen is a cloud-native contact center platform that helps companies create perfect customer experiences. Our contact center software is ideal for mid-size to enterprise businesses. Designed for agent productivity and efficiency, it's ... read more about Sharpen

    Entry Level Price
    $25 Per Month
    Free Trial
    N/A
    Pricing Type
    Flat Rate
    100% in Call Center Software

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

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

    Packages
    Pricing Type
    • Flat Rate
    Free Version
    • No
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    • Quote Based
    Vendor pricing page
    Available Packages
    Standard
    $25 Per Month
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  • Adversus

    Adversus is an outbound auto dialer that helps telemarketing, fundraising, and appointment scheduling businesses streamline their outbound and inbound activity, automate manual processes, and provide valuable insights. Adversus allows you to customize ... read more about Adversus

    Entry Level Price
    $120 Per Month
    Free Trial
    N/A
    Pricing Type
    Flat Rate
    40% in Call Center Software

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

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

    Packages
    Pricing Type
    • Flat Rate
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    Vendor pricing page
    Available Packages
    Standard
    $120 Per Month
    Visit website

  • Squaretalk

    Connect your clients to the team with the right skills including language and technical expertise and route them to the right agent based on their CRM profile while skipping the IVR. Be ... read more about Squaretalk

    Entry Level Price
    Contact vendor
    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-goods
    • Financial-services
    • Information-services
    • Information-technology-services
    • Insurance
    • Retail
    • Transportation-trucking-railroad
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    • Windows
    Support
    • Email
    • Chat
    • Phone
    • 24x7 Support
    Training
    • Webinar
    • Documentation
    Knowledge Base
    • Help Guides
    • Video
    • Blog

    Packages
    Pricing Type
    • Per User
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    Vendor pricing page Get Free Trial Download Pricing Document

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

  • Glia

    Glia (formerly SaleMove) enables companies to deliver an in-person customer experience online. With a single line of code, companies can identify and engage their highest-value web visitors through video, voice, chat, and ... read more about Glia

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

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

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

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

  • Exotel

    Exotel is one of Asia's largest cloud communication platforms. Our aim is to help businesses, both large and small, manage their customer communication via a virtual phone system. Exotel's business phone system ... read more about Exotel

    Entry Level Price
    $33 Per Month
    Free Trial
    N/A
    Pricing Type
    Flat Rate
    100% 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
    • Operations Management
    • Voicemail

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

    Packages
    Pricing Type
    • Flat Rate
    Free Version
    • No
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    Vendor pricing page
    Available Packages
    Standard
    $33 Per Month
    Visit website

  • CallTower

    CallTower has evolved into a leading international cloud-based, enterprise-class Unified Communications, Contact Center and Collaboration solutions provider for growing organizations worldwide. CallTower provides, integrates and supports industry-leading solutions, including Native Microsoft® Teams ... read more about CallTower

    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
    • Escalation Management
    • Interactive Voice Response
    • Manual Dialer
    • Predictive Dialer
    • Voicemail

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

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

  • FluentStream

    We have all the features small businesses need to communicate remotely and better connect with their customers. 1. Chrome extension that integrates with your FluentStream number so you can increase call volume ... read more about FluentStream

    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
    • Manual Dialer
    • Predictive Dialer
    • Queue Management
    • Reporting & Analytics
    • Voicemail

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

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

  • ReadyMode

    ReadyMode is an enterprise grade, cloud-based all-in-one predictive dialer that intelligently connects call center agents with more leads in less time. Make more connections, and maximize agent productivity - all at an ... read more about ReadyMode

    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
    • Campaign Management
    • Interactive Voice Response
    • Manual Dialer
    • Queue Management
    • Operations Management
    • Voicemail

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

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

  • SingleComm

    SingleComm is a solution provider of Contact Center technologies. Utilizing the latest development tools our team creates intuitive solutions to better enhance the inbound and outbound multichannel customer engagement initiatives for you ... read more about SingleComm

    Entry Level Price
    $49 Per Month
    Free Trial
    N/A
    Pricing Type
    Flat Rate
    100% in Call Center Software

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

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

    Packages
    Pricing Type
    • Flat Rate
    Free Version
    • No
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    • Monthly Payment
    • Annual Subscription
    Vendor pricing page
    Available Packages
    Standard
    $49 Per Month
    Visit website

  • Voximplant

    Voximplant versatile cloud platform enables business to bring interaction to a different level. The company provides innovative real-time communication tools with full control over voice, video and messaging. Its multifunctional serverless platform ... read more about Voximplant

    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
    • Predictive Dialer
    • Queue Management
    • Voicemail

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

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

  • Zailab

    Zailab is a next-generation cloud-based contact center platform. We create a solution for businesses of all sizes, particularly SMB teams looking for a cost-effective way to personalize routing, improve customer interactions and ... read more about Zailab

    Entry Level Price
    $66 Per Month
    Free Trial
    N/A
    Pricing Type
    Flat Rate
    100% in Call Center Software

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

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

    Packages
    Pricing Type
    • Flat Rate
    Free Version
    • No
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    Vendor pricing page
    Available Packages
    Standard
    $66 Per Month
    Visit website

  • Contivio

    With its patented CloudConnect integration, Contivio sits on top of any CRM to automate workflows and increase efficiency for Customer Service, Sales, Marketing, and Finance teams. Contivio's CRM integration is proven to ... read more about Contivio

    Entry Level Price
    $99 Per Month
    Free Trial
    N/A
    Pricing Type
    Per User
    100% 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
    • 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

    Packages
    Pricing Type
    • Per User
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    Vendor pricing page Get Free Trial Download Pricing Document
    Available Packages
    Standard
    $99 Per Month

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

  • IntelePeer

    IntelePeer creates smarter customer interactions, through its award-winning omnichannel communications solutions, powering automation with AI and analytics. Our Atmosphere® CPaaS improves customer experience and satisfaction, decreases operational costs, drives new revenue, and ... read more about IntelePeer

    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
    • Campaign Management
    • Escalation Management
    • Interactive Voice Response
    • Manual Dialer
    • Queue Management
    • Voicemail

    Key Details
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    • Cloud Hosted
    • Web-based
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    • Chat
    Knowledge Base
    • Help Guides
    • Video Guides
    • Blogs

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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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