Calls from clients continue to be the primary method of contact for businesses, despite the rising popularity of other communication channels. A team of trained agents and powerful call center software is needed to handle these calls effectively. This article explains what inbound, outbound, and virtual call center software is. We also added the list of the best call center software you can choose from for the growth of your business. Let’s dive in!
What Is Call Center Software?
Call center software serves more purposes than only facilitating communication between agents and callers. It’s a comprehensive platform that can help with any part of running a call center. Call center software can help you streamline your customer support in order to provide outstanding service whether you handle inbound calls, outbound calls, or a combination of the two. Nowadays, contact centers provide multiple channels in addition to phone calls. This implies that all interactions with customers can be handled from a single hub, streamlining your service.
Larger businesses were the only ones with the resources and room to first build out a call center’s physical infrastructure. Virtual call centers hosted through software-based solutions are affordable for businesses of all sizes, including those without a physical location in which to conduct operations. The most effective call center software will support computer telephony integration, meaning it can function with preexisting phone systems. This implies that upgrading everything is not necessary in order to benefit from it.
Best Call Center Software
Getting the best call center software is very important for your business. The following are the best call center software you can pick from:
#1. Salesforce Service Cloud 360
Salesforce provides its users with nearly everything they need to provide first-rate customer service. The platform provides agents with easy access to client data and AI-powered recommendations. This gives them the necessary preparation to address client concerns quickly.
In order to give customer assistance as smoothly as possible, the call center software also provides your staff with intelligent workflows and chatbots. The software’s ability to optimize schedules and train agents without human intervention is another perk.
#2. Hubspot
Hubspot is more commonly known as a customer relationship management tool than a call center software. However, its abundance of features makes it a superb choice as a one-stop shop for your contact center’s software needs. With click-to-call features, the ability to leverage CRM data to prioritize calls, and the option to create a daily call queue, it is especially well-suited for sales teams. Schedule meetings via email and communicate in real-time.
#3. RingCentral
RingCentral is a hosted service that offers help for all channels and can be integrated with any customer relationship management system. Calls are routed depending on the agent’s specific set of talents, and there are robust supervisory tools and software for managing agents. Due to the fact that it was created in the cloud and for the cloud, it does not have some of the problems that other software has when trying to upgrade outdated systems.
The extensive app library makes it easy to connect to other programs you use often and allows for a bespoke experience. This is achieved by consolidating best-in-class unified communications (UC), cloud contact center, and workforce optimization solutions into a single suite to streamline contact center operations and let businesses concentrate on providing first-rate customer interaction.
#4. 3CX
3CX offers a full suite of call center features, such as interactive voice response (IVR) and call reporting in addition to dynamic call queues. Complete call handling automation is also possible with the help of a simple drag-and-drop Call Flow Designer. When it comes to coordinating calls across many platforms, such as voice calls, video calls, WhatsApp, and business text messages, 3CX has come highly recommended. In addition,
All 3CX licenses also include access to 3CX Live Chat, which allows consumers to immediately transition from text-only to audio or video-based communication to tackle more involved problems.
#5. Avaya
Avaya is made to facilitate individualized interactions with returning consumers and has perks tailored to mobile callers like lowering toll-free prices.
#6. RingCentral Contact Center
The RingCentral Contact Center Basic package includes basic interactive voice response and automated call distribution features. Its more premium plans come equipped with features like advanced IVR and automatic call distribution (ACD). It’s helpful for the Omnichannel Call Center. It allows for adaptable reporting. It offers about 40 functions, including routing, integration, administration and management, labor management and optimization, customer interaction, adaptability, safety, reliability, and security.
#7. Zendesk Talk
Instead of beginning as a cloud-based contact center solution that interfaces with a CRM, Zendesk Talk is a CRM first and also a call center solution. Interactive voice answers, real-time monitoring, and call routing are just some of the usual features included in Zendesk Talk. Teams with regular callers will find this particularly useful because of the opportunity to look up information in advance of their interactions with customers.
#8. Dialpad
Dialpad is an AI-driven cloud-based messaging service with the capacity to record conversations and conduct emotional analysis. A centralized hub where you may record calls, mute or hold individuals, etc. It can be moved between gadgets without a hitch. Integration with Google Apps, Microsoft Office 365, and Salesforce is possible.
#9. Atos
You can choose between an on-premise or hosted cloud solution and a cloud data center that is available on demand with Atos Unify. Companies that see significant demand spikes and valleys might benefit greatly from the on-demand option because it allows them to avoid keeping a system that is not in use.
They provide two versions of their on-premise solution. Agile supports a maximum of 100 concurrent agents at a single location. Enterprise can operate from a single location or across multiple sites, and it can handle as many as 1,500 active agents at once in a single cluster.
#10. Vonage
Vonage provides a cloud-based call center solution that is both user-friendly and compatible with a wide variety of customer relationship management (CRM) software. It facilitates the work of call center employees by using an AI to direct callers directly to the appropriate departments.
This improves the quality of service provided to customers and also increases the efficiency of call center workers. One of the best features of Vonage’s call center software is its compatibility with other popular customer relationship management programs. The intuitive user interface (UI) and powerful productivity, key performance indicators (KPIs), and personalization capabilities offered by Vonage are available for purchase on several platforms.
Inbound Call Center Software
The ability to promptly respond to consumer inquiries via many channels is made possible by an inbound call center software solution. Inbound call center agents do not need to be present together in remote call centers, which allows your company to cut costs there. Your remote teams can work efficiently from any location in the world while keeping costs down. Sales teams may sell items, answer client questions, and eventually clinch deals with the help of an inbound call center. The following are the best inbound call center software you can go for:
#1. LiveAgent
LiveAgent is a powerful inbound call center software for enterprises of all sizes. All of the needs of your call center can be met with the help of LiveAgent’s call software. When it comes to phone support, LiveAgent is one of the best inbound call center software. The widget allows for limitless call recording and features a short chat channel for instantaneous communication.
#2. Zoho Desk
The Zoho Desk inbound call center capabilities provide your company with analytics to track your progress. Zoho Desk is scalable inbound call center software that works for operations of all sizes. The greatest inbound help desk software is Zoho Desk. For its straightforward software training for employees and user interface.
#3. Cloudtalk
The features of Cloudtalk, including inbound cloud-based calling, voice features, intelligent call routing, international phone numbers, smart dialers, and statistics monitoring, are all available to your call center. To manage a high volume of inbound calls from customers, Cloudtalk offers a full-featured call center solution hosted in the cloud. The software is an inbound call center solution that is remote-ready and may work better for smaller call centers.
#4. Call Center Studio Inbound
Your company can improve its inbound call management with the help of Call Center Studio’s cargo tracking and interactive voice reporting features. Call Center is an excellent scalable inbound call center solution. Call Center is highly scalable and designed for quick interactions with customers, making it ideal for growing enterprises of any size.
#5 GoToConnect
Whether you’re running a local or a remote call center, GoToConnect has comprehensive software solutions to meet all of your inbound and outgoing communication requirements. This program provides inbound call center software for small to medium-sized call centers seeking a comprehensive software solution.
Benefits of Using Inbound Call Center Software
With inbound call center software, you can handle more calls from customers simultaneously. Automated callbacks and automated, or skills-based, call routing are useful alternatives to human interaction for directing incoming calls to the appropriate departments. Contacting a company’s customer service department has never been less of a hassle than using IVR.
By using only one piece of software, omnichannel support will let you engage with consumers through many channels. Providing quick and helpful support to consumers increases their pleasure and loyalty. You may better serve your customers and run a more successful call center with the help of inbound call center software.
Outbound Call Center Software
It is possible for outbound call centers to operate more effectively by using outbound call center software. This software contributes to the expansion of these companies as a whole. This outbound telemarketing tool tracks agent efficiency, records customer complaints, keeps tabs on the overall quality of the customer service provided, and handles outbound calls. This outbound call center software has broad use. The following are the best outbound call center software you can go for:
#1. NeoDove
NeoDove is an efficient outbound call center solution that is widely regarded as the best Tele-calling CRM and dialer platform. It can help you become more productive because of its sophisticated auto dialer and constant monitoring.
#2. RingCentral Contact Center
A powerful feature set found in RingCentral’s outbound call center software includes capabilities for workforce management, intelligent routing, and CRM interfaces.
#3. Five9 Cloud Contact Centre Software
Five9 is a cloud-hosted outbound call center application. You can give your customer care representatives more freedom and flexibility by using the Five9 Intelligence Cloud Contact Center. It’s easy to make Five9 fit your needs.
#4. CloudTalk
CloudTalk is a cheap outbound call center solution that offers phone center services that can be accessed remotely. The extensive capabilities of CloudTalk will greatly increase your sales team’s efficiency.
#5. Talkdesk
The intelligent routing features of Talkdesk’s outbound calling software include ACD, IVR, Ring Groups, and more. Call recording is unlimited with all plans.
Features of an Outbound Call Center
- Automatic call dialing
- Call-queue management
- Telephony integration
- Built-in-telephony
- Call-logging
- Call Recording
Virtual Call Center Software
Inbound and outbound contact from several geographically dispersed sites can be coordinated with the help of virtual call center software. Agents can manage incoming and outgoing calls in a virtual call center for instance from the comfort of their own homes or regional offices. Virtual call center software performs the same features and duties as conventional call center software, with the exception of its physical location.
The following are the types of virtual call center software you can choose from:
#1. Nextiva
Nextiva is a great virtual phone system to try if you’re just getting started and might use some help getting set up. A platform that can be used by businesses of every size, from small and medium-sized businesses to giant corporations, has been developed. Most of its customers are franchisees and one-person operations.
#2. Genesys
Genesys offers virtual call center software as part of their contact center solutions, with the goal of streamlining the customer service they give across all channels. It promotes its software as a way of instantaneous communication across multiple channels, including but not limited to phone calls, social media, and website/live chat.
#3. Freshdesk
Freshdesk is the best cloud-based customer care platform since it has everything a contact center needs to run well. Numerous customer relationship management technologies allow your support staff to streamline several processes.
#4. Talkdesk
Talkdesk is ideal for businesses that receive a low to medium amount of inbound calls. It has sophisticated call-routing capabilities, so you may route calls to the most appropriate agent, group, or division. Tools like local caller ID, email/desktop notifications, and granular permissions help you improve your team’s productivity.
Important Call Center Software Features
Here are some important call center software features you need to check before picking one for your business:
#1. IVR
Interactive Voice Responses (IVR) systems are ubiquitous in modern call centers. Typically, a computerized system will respond to incoming calls. A caller may receive an automated message stating that they will have to wait a certain amount of time before someone answers the phone, an attempt to send them to the website, or a prompt menu.
The option to personalize a prompt menu is very useful for call routing because it gives the caller a chance to specify the desired department before being connected. With a single phone number, this is very helpful, but it can also be employed in smaller teams where agents may have varying areas of expertise.
#2. Omnichannel Communication
These days, customers anticipate receiving support across a multitude of channels, including social media, email, and texts. Omnichannel communication is supported by the leading call center platforms, allowing you to respond to customers through a chatbot on your website or through your business’s app, on Facebook Messenger or WhatsApp, by text message, or over the phone. This tool can assist you in connecting with your consumers through their preferred method of communication, which could boost client happiness and cut down on the number of calls.
#3. Skill-Based Call Routing
Some call routing systems will automatically route calls based on the agent who can answer the call the fastest, but skills-based call routing is frequently longer-term and more effective. While IVR can be helpful in this regard, having access to high-quality call center software will let you put this plan into action with far more information at your disposal. A call can be routed to the right agent based on information such as the number called, the caller’s information (such as the number they’re calling from), and their responses to the IVR.
#4. CRM Integration
Call center software should be able to sync up with a CRM (Customer Relationship Management) system, which is just as crucial. Integrating the two platforms eliminates the need for manual data transfer, letting you put your consumer information to better use.
#5. Voicemail or External Routing
There will be periods when no agents are available unless your contact center is open around the clock. A decent system should be able to forward calls to voicemail or, if necessary, an external call center.
Call center software needs to be able to manage voicemails in addition to routing calls. You should be able to modify the welcome message and select your preferred notification method. When voicemails are left for a certain extension, it can be useful to receive an email alert.
#6. Outbound Campaign Management
You need a system that can assist with ongoing phone campaigns. Click-to-call and automatic dialing are two useful tools to consider. Instead of manually inputting each phone number you need to contact and then double-checking for accuracy, you may just select the ones you wish to call, and the system will automatically dial them. When an agent completes a call, automatic dialing immediately connects them to the next number on the list. To avoid making calls at inopportune times, auto-dialers can account for differences in workday duration and time zones. The best call center software, regardless of your location, will be up-to-date on local requirements, relieving you of the burden of checking each time to make sure you’re in compliance. If making outbound calls is a priority, investing in time-saving technologies like these can pay for themselves quickly.
#7. Reporting and Analytics
However, contact center software may be used for more than just answering calls. Metrics can be tracked, analyzed, and reports can be generated for improved productivity in the workplace.
#8. Call Recording
Call recording is something to consider if you want to guarantee a first-rate customer service experience. You can undertake frequent quality checks and look back on particularly challenging calls to see how things were handled.
#9. Supervisor Tools
Providing supervisors with ample authority is one strategy for getting the most out of a customer service staff. To facilitate instantaneous responses and assistance, call center software equipped with a set of supervisory tools is an excellent choice.
#10. Cloud-Based Calling
Your solution must be flexible enough to work for a growing number of people who do their jobs remotely. Cloud-based call center software eliminates the need for local servers and other infrastructure, making it accessible from any location. It is ideal for a global market because it allows you to have local phone numbers without being restricted by geography.
Benefits of Call Center Software
Companies with a full-fledged customer service team need a more sophisticated system than a landline and an occasional employee to answer the phone. Managers need to evaluate data, monitor personnel, and keep an eye on key performance indicators (KPIs), and agents need software to help track customer interactions, escalate cases, access knowledge bases, and rapidly transition from one conversation to the next. All of these requirements and more can be met with the aid of call center software.
The most important advantages of call center software are as follows:
#1. Reduce the Need for Hardware
You can save money on traditional telephones for your support staff by using VoIP with most cloud-based call center systems. Don’t forget that some VoIP phone features may be used in conjunction with your call center features.
#2. Support Remote and Hybrid Work
Since most cloud phone systems are web-based, your employees can be located anywhere there is reliable internet access. This has the potential to lessen expenses and encourage a healthier work-life balance.
#3. Increase Productivity
A reduced requirement for human oversight of call inflow, outflow, and processing is made possible by the high degree of automation afforded by modern call center software (with settings that may be tailored to the specific needs of any firm). There will be minimal downtime between closed cases and opened ones for agents and salesmen.
#4. Save Money
Call center software is generally less expensive because you won’t need to engage developers and additional information technology (IT) staff to build and maintain a solution internally.
#5. Support Inbound Sales
Most call center software can serve all of your departments, even if outsourcing call center work typically involves using a different phone number and system for sales calls. As a result, you will have a lower chance of missing a potential sale.
#6. Apply Automatic Routing
Call routing is only one of the many tasks that may be automated using cloud-based call center software. Managers’ workloads are lightened, and they are better able to concentrate on quality assurance, employee development, and performance indicators as a result.
#7. Survey for Customer Satisfaction
The software allows you to ask callers about their experience once a problem has been fixed by directing them to a brief survey. Using this information, you may better understand what areas of service require strengthening.
#8. Analyze Call Data
Data collection would have to be done manually if not for the top call center software. There is a wealth of information on the customer’s journey, experience, satisfaction, and employee performance that can be gleaned from call center software.
What Is the Difference Between CRM and BPO?
Call centers managed by BPOs have to deal with a high volume of inquiries and maintain effective engagement on behalf of their clients. Using client information, CRM enables BPOs to divide incoming calls in ways that make sense for the underlying business structure.
What Is the Difference Between CRM and Call Center Software?
A customer relationship management system allows firms to preserve a digital log of their communications with customers. Using call center software, businesses may control and track the messages and phone calls they make to clients. It’s the first step toward offering cutting-edge, high-quality service to your customers.
Is Excel a CRM Tool?
Spreadsheets made with Excel are common because they are user-friendly. Data and information can be collected, managed, and analyzed with the help of database features. Because of this, it can function as a customer relationship management system. Formulas for sorting and evaluating data can be applied to a table with several tabs.
Final Thoughts
You can see that there is a wide variety of choices. With the rise in popularity of managing remote employees, cloud-based call center software has become increasingly significant. It’s tempting to choose the most feature-rich product, but doing so might soon rack up a hefty bill. Be sure that the option you go with will effectively address your concerns. If your calls are predominantly outbound, there is little use in paying more for features designed for inbound calls, and if you are already using a CRM solution, you will want to make sure it is compatible with your phone system.
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