Best Call Center Software To Use in 2024

If you own a business and want to improve customer relationships, then call center software is for you! This software allows companies to delegate the management of incoming and outgoing calls to a dedicated platform. This article will take a tour of the best call center software on the market. Feel free to try them out to see which one best suits your needs!

Zendesk

Zendesk is the go-to call center software for companies looking to provide their customers with the best service. This cloud-based solution is simple, making it easy for businesses to customize features to suit their individual needs. With Zendesk, stakeholders can quickly gain deeper insight into customer experiences and feedback.

Features include self-service options, automated ticket routing, and embeddable chat capabilities; this solution also offers integrated telephone connectivity to improve customer interactions. Additionally, teams can use its intuitive data analysis and reporting platform to assess customer service performance and identify areas for improvement. Zendesk has become the go-to call center software option thanks to its unique features allowing businesses to implement an effective call management system.

Global Call Forwarding

KrispCall

KrispCall is a cloud-based virtual call center software that offers reliable and highly affordable cloud telephone services for businesses of all types and sizes. It provides many features, including voice calls, SMS, live call monitoring, unified callbox, phone number sharing, call forwarding and call transfer, IVR, and much more.

Despite its many features, KrispCall remains affordable. Monthly and annual pricing starts at as low as $15 per user per month, making it a more cost-effective choice for small businesses and remote work.

Tragofone

Tragofone is a VOIP-based mobile softphone designed for call centers and businesses. It’s a white-label VoIP softphone backed by WebRTC and auto-provisioning, making it the perfect choice to maintain uninterrupted business communication anywhere, anytime. Whether you want to empower remote working or offer an efficient and productive alternative to your workforce in delivering outstanding customer services, Tragofone is the perfect choice.

Tragofone smoothly integrates with IP-PBX, Call Centers, Custom API, Class 5 SoftSwitch, call center software, and many more. It even works with legacy SIP servers that usually do not support WebRTC. Also, Tragofone does not require any extra configuration or integrations to get started promptly.

Freshdesk

Freshdesk Contact Center offers an all-in-one solution for customer service conversations that can be set up quickly and efficiently. With intuitive management, your agents have more time to focus on delivering exceptional customer service. Exceptional voice AI capabilities allow your agents to engage with customers with quick, personalized responses.

Plus, you get a comprehensive overview of all conversation metrics, allowing you to optimize operations performance effortlessly. As part of the Freshdesk Omnichannel suite, you’ll also benefit from highly agile and scalable features that turn customer engagement into conversations effortlessly. With the Freshdesk Contact Center, there are no missed calls or wait times, allowing you to provide quality service around the clock. A complete tool for any call center, big or small!

MyOperator

MyOperator is a one-stop solution for businesses looking to streamline customer communication with an integrated IVR + WhatsApp platform. Trusted by over 12,000 brands, including Amazon, Myntra, Apollo, and IRCTC, MyOperator ensures that no customer inquiry goes unanswered through calls or messaging. It is also TRAI spam-free regulation compliant, offering fully managed cloud contact centers, CRM integrations, and smart mobility solutions, 

MyOperator has become a leader in the cloud telephony landscape. Its key features include managed customer cloud contact centers, office IVR, toll-free helplines, a complete WhatsApp Business suite, smart dialers with CRM for sales teams, and sim-less business numbers. With free trial access, pricing starts as low as $15 per month.

CloudTalk

CloudTalk is the ideal solution for beginner call centers. It ensures optimal agility by allowing you to own an international phone number and manage your virtual call center from anywhere in the world. With over 400 reviews, it has become the #1 call center software solutions choice. 

In addition, CloudTalk offers robust native integrations with popular CRM, support, and business tools like Salesforce, Hubspot, Pipedrive, Zendesk, and many more. Additionally, with advanced stats, your team can access key performance indicators like real-time numbers, allowing you to monitor their performance on the go. With CloudTalk, you’ll have a reliable platform for all your virtual call center needs.

Ring4

Ring4 is a smart online phone system made for small and medium-sized businesses. It lets companies to make calls, send texts, and hold video meetings using the cloud. With Ring4, there’s no need for extra SIM cards, data plans, or landlines. The best part is that you can set it all up in just 30 seconds. And if you want to bring your old number, you can do it for free.

Ring4 is not just for calls. It helps your customer service team give your customers the best experience. Your team can manage calls, texts, and video chats right from their devices. Your team can even create their own voicemail messages for a personal touch. Also, with Ring4, they can share contact lists and record calls with automatic transcription. That means no lost information. Ring4 offers handy features like call recording, local and international calling, and spam call blocking.

Talkdesk

Talkdesk is a powerful solution for call centers looking to deliver faster, frictionless customer service. Artificial intelligence enables call centers to establish more meaningful and memorable customer interactions than ever, transforming the contact center into a growth engine thanks to the cloud. Talkdesk has been recognized by Gartner as a Leader in its 2022 Magic Quadrant for Contact Center as a Service report, providing excellent value for money for businesses of all sizes.

To get ahead of the competition and leverage technology to deliver customer experiences that exceed their expectations, choose Talkdesk as your cloud contact center solution. Talkdesk is a compelling solution for call centers striving to deliver an exceptional customer experience powered by state-of-the-art artificial intelligence.

LiveAgent

LiveAgent is a powerful solution that allows businesses to interact effortlessly with their customers across multiple channels. LiveAgent offers advanced features such as IVR (Interactive Voice Response), Callback Requests, ACD (Automatic Call Distribution), Smart Call Routing, Call Transfers, unlimited call recording, and HD video calls for high-quality customer service.

LiveAgent’s Voice over Internet Protocol (VoIP) system allows businesses to manage customer support operations and dramatically streamline productivity. With so many valuable features in one comprehensive package, your customer service operations can reach a whole new level of effectiveness and efficiency. This is undoubtedly a solution to consider when thinking about a call center.

RingCentral

RingCentral’s VoIP solution seamlessly manages complex connections and simplifies the customer experience. Agents benefit from intuitive tools to increase productivity, while businesses benefit from a scalable platform built specifically for their needs. Thanks to this innovative solution, customers benefit from faster and more efficient support, increasing their satisfaction and allowing a better investment return.

Offering an open platform with industry-leading standards, RingCentral provides total coverage across channels – enabling teams to collaborate more efficiently and helping businesses deliver exceptional customer experiences. With RingCentral’s industry-leading technology, businesses can resolve customer issues faster and stay ahead of the competition.

3CX

In a booming customer service market, being able to respond quickly and knowing all of a customer’s basic information quickly is essential. 3CX offers call centers a feature-rich solution that covers the leading contact center channels: calls, live chat, WhatsApp, and SMS. Its dynamic queuing system and CRM integration allow for further personalization of interactions, while its reporting and dashboard features provide insight into support performance.

The 3CX Call Flow Designer also effortlessly allows you to design complex and advanced call flows by simply dragging and dropping. With these features, businesses will increase sales as happy customers leave positive reviews. With 3CX’s complete call center solution, businesses are equipped with the latest technology, leading them to success!

Salesmate

Salesmate is a top-notch CRM for call centers, offering straightforward, personalized, and productive experiences for your team. It’s a powerful call center CRM with the best virtual phone system in the industry, eliminating the need for separate calling software.

With built-in text and automation features, communication becomes more efficient. The power dialer automates the process of dialing contacts, making it easier to connect with them one by one. Salesmate also offers seamless integrations and apps to help your business excel and grow without any limitations.

Additionally, Salesmate provides detailed sales reports that can be customized to improve your entire sales funnel. Features like call recording, call reports, and automated call forwarding further simplify your calling tasks.

Criteria for choosing call center software

The best call-outsourced center software for your team depends on your specific needs. Each tool has advantages and disadvantages, depending on what you plan to use it for. To determine which tool is right, list the features you want, then focus on your top picks. Below are some characteristics to consider in your search.

Communication omnicidal

A unified customer service experience has been found to reduce friction with customers and increase front-line efficiency. Ideally, incoming calls should be logged on your help desk, allowing agents to follow up via email. This feature will allow everyone on your team to see the context of previous customer interactions, regardless of the channel used. This way, you’ll create a consistent customer experience, regardless of which channel the interaction begins on.

Call Routing

When customers call your team, how can they quickly connect to the right person?

Whether your software offers automatic call routing or customers need to select a service after hearing a series of options, it’s essential to understand how your call routing will work. Many systems are complicated to update on the fly, so try to set up and tweak your workflow during your trial period to ensure you’re not stuck with one configuration.

CRM Integration for Customer Context

Customers find it frustrating to repeat their issues to different support agents and provide a summary of their previous interactions.

But agents can provide more effective support with more information about the calling customer. They can quickly reference past interactions with the customer, which saves customers from repeating themselves. Agents can review trends in product usage and take action to ensure the customer can avoid coming forward again for the same issue.

Many call center tools provide context through CTI (Computer Telephony Integration) pop-ups that identify a customer by phone number and show previous interactions through the browser. Understanding how the software you’re evaluating records calls and integrates with other systems (like your CRM) is critical to providing your agents with enough helpful context.

Cloud-Based Calls

Call centers running on cloud networks need a cloud-calling system to align with their online databases. Cloud-based calling, or voice over IP (VoIP), is a phone system that works over the Internet instead of a phone line.

While a third-party provider offers this service, installing and maintaining it is usually less expensive than regular landlines. VoIP does not require on-premises hardware, eliminating the maintenance and infrastructure costs typical of traditional phone lines.

Reports

Managing a call center requires monitoring call center metrics, such as incoming call volume, call trends, and agent efficiency. Knowing how your team handles traffic fluctuations makes it possible to manage the schedule and plan for the future. Reports can identify common issues customers call about, highlight gaps in your support coverage, and highlight training opportunities.

Outgoing calls

Call center software is for more than just inbound customer service. Agents may need to make outbound calls if you offer proactive customer support options. Sales teams can use your call center software to call prospects.

If your call center also requires agents or sales teams to make outbound calls, look for software that includes an auto-dialer and easy-to-use call recording features to keep your CRM current.

Prix

Carefully review software pricing per phone call or peruse. Depending on how your chosen software assigns your phone numbers, you may be charged more than expected for every minute you spend on the phone. Before committing to new phone lines, confirm what is included in the plan and the cost of each call and each minute.

Interactive voice response

An interactive voice response feature allows customers to speak with an automated system before reaching your support team. Even if your customers don’t like talking to a machine, they can solve some of their problems with this option or provide essential information to help your team better serve them.

An IVR feature will help manage your team’s call volume and automatically gather relevant customer information. When the customer is in contact with a human, all the information the representative needs is already available, and the customer will not have to repeat themselves.

Script call

If you handle a high volume of calls dealing with similar issues, consider call center software that offers call scripting functionality. Like a chatbot, a call script picks up specific keywords from the customer’s email and provides troubleshooting instructions based on a typical response. You should be able to view the script history and customize your response to the client.

A call script feature can also be helpful because it allows you to create standard scripts that all your agents can use. This way, the customer gets a consistent experience regardless of the agent they contact.

Escalation Management

The best call center software will allow you to manage the escalation process for urgent customer support requests. From the moment a customer calls with a concern, they need to be able to speak to the appropriate party at every step of the process. Your call center software should also allow your agents to defuse issues by issuing vouchers, discounts, or refunds through the software, especially on that one call.

Now that you know what to look for when evaluating call center software, let’s look at the best options.

Conclusion

Today, call center solutions to provide comprehensive support for customer relationship activity based on cloud technologies. These technologies offer distinct advantages such as faster implementations, better agility, and scalability with minimal resources to ensure compliance with customer demands. By reducing the need for specialized in-house infrastructure, call centers like Spectrum and enterprises can achieve greater returns on investment and utilize self-managed deployment models. These features make it easier for businesses to stay competitive in this hyper-connected world.