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
Global Call Forwarding is a leading cloud service provider offering international phone numbers, international call forwarding, and advanced call management features. Their voice service is designed to help businesses connect with local and global customers efficiently and cost-effectively.
With their extensive global network of partners, they have access to the world’s largest inventory of local and toll-free numbers. This lets them provide businesses with phone numbers unique to a specific country or region so they can establish a local presence anywhere in the world.”
Ender Turing
Ender Turing call center QA software is a comprehensive tool designed to ensure quality assurance in call center operations. It provides advanced features for monitoring, evaluating, and analyzing customer interactions to maintain high service standards. With Ender Turing, supervisors can efficiently review calls, track agent performance, and identify areas for improvement. Its user-friendly interface and customizable evaluation criteria make it an essential tool for optimizing call center performance and enhancing customer satisfaction
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 an extensive range of features, including voice calls, SMS, live call monitoring, unified callbox, phone number sharing, call forwarding and call transfer, IVR, and much more.
Despite having a lot of features, KrispCall remains affordable, with monthly and annual pricing starting as low as $15 per user per month, making it a more cost-effective choice for small businesses and remote work.
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 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!
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 choice for call center software solutions.
On top of that, 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 businesses 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 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 the best experience to your customers. They can manage calls, texts, and video chats right from their devices. Your team can even make 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 other 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 interactions with their customers than ever before, 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 levels. 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.
Designing complex and advanced call flows can also be done effortlessly with the 3CX Call Flow Designer 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!
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 figure out which tool is right for you, list the features you want, then focus on your top picks. Below are some characteristics to consider in your search.
Communication omnicidal
Suppose you’re in the market for call center software. In that case, chances are you’re also managing customer inquiries through various communication channels such as email, live chat, social media, and possibly even through an outsourced call center. Therefore, it’s crucial to carefully consider how your new call center software will seamlessly integrate with these diverse channels to ensure a cohesive and efficient customer support operation. This integration enhances the overall customer experience and streamlines your team’s workflow by centralizing customer interactions, regardless of the channel they originate from.
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 a customer calls 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 when they have 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, it is usually less expensive to install and maintain than regular landlines. This is because VoIP does not require on-premises hardware, eliminating the maintenance and infrastructure costs typical of traditional phone lines.
Reports
Managing a call center requires managers to monitor call center metrics, such as incoming call volume, call trends, and agent efficiency. It’s only possible to manage the schedule and plan for the future by knowing how your team handles traffic fluctuations. 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 up to date.
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 available.
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 call center 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.
