Many common call center issues can now be reduced thanks to advances in call center software technology. This allows call center reps to be more operationally efficient and profitable. With the help of call center automation, CRM, and predictive analytics, customer-facing reps can better serve their customers. Call centers that use the right technology solutions can improve customer service, boost internal productivity, and reduce operational expenses.

 

What is a call center software?

Call center software is an application that can handle customer communications from various channels. This tool simplifies incoming, and outgoing calls and tracks call metrics and workforce management. Call Center Solutions are divided into two categories:

  • Cloud-hosted call center software
  • On-premise call center software

When using an on-premises system, you will be able to take full control of your phone system, but you will be responsible for purchasing and maintaining the hardware. This type of system also has the drawback of making it difficult for businesses with multiple locations to expand.

Cloud-hosted call center software eliminates all of these drawbacks. This means that you will require no equipment, and the number of calls made will determine the cost. There won’t be any need for installations either. As a result, it has advantages such as data security and accessibility (anytime, anywhere, anyplace).

All call routing options, including IVR and on-hold messaging, are expected to be included in the standard features. Some call center service providers also offer complete SaaS platforms.

Using the same software platform also means that you can collect and analyze data on all aspects of your business communications, from KPIs for phone agents to workflows that result in the best customer resolution possible. Reports on productivity and efficiency are generated, and it is possible to see how you can improve them.

Related: Benefits of Having A Mobile Call Center Software – NeoDove

 

The importance of call center software in 2022

Newer technologies like chatbots and artificial intelligence (AI) are expected to become more commonplace in call centers in 2022, reducing costs while providing service reps with more actionable information at their fingertips without having to search for it.

Call center software with advanced technologies like AI, chatbots, and omnichannel integration will route calls to the most qualified service representative and provide cross-channel information about the customer to the representative for better handling of calls. Artificial intelligence (AI) technologies can provide more business intelligence to service representatives and help make operations more cost-effective with a higher ROA.

Also Read: What is after call work and why is it important?

 

Recommended call center software in 2022

RingCentral Contact Center, Freshcaller, Five9, ZenDesk, Dialpad, Cloudtalk, LiveAgent, Channels, and Talkdesk are some of our recommendations based on their features and user popularity. Here are some additional details about them.

1. Ring Central

RingCentral is one of the most cutting-edge cloud-based phone platforms, and Ring Central call center software is no exception. True omnichannel routing, CRM integrations, agent management software, and the requisite reporting dashboard and analytics are all built into the platform.

One of RingCentral’s unique selling points is that it was built from the ground up for the cloud, unlike many of its competitors, who have attempted to migrate legacy systems to the cloud.

Its Connect platform also provides a backend with a powerful yet easy-to-implement range of customizations, making RingCentral a leading CPaaS (Communications Platform as a Service) provider. RingCentral is reliable, secure, and safe. They have a guaranteed uptime of 99.99 percent, and the software allows your agents to work from anywhere.

2. Freshcaller

Freshcaller is an all-in-one cloud-based call center platform that’s easy to use. Everything can be controlled from a single dashboard, and making calls is as simple as clicking a button.

For small businesses, the fact that it doesn’t require any hardware makes it an obvious choice, but it still includes many features, such as call masking, routing, and recording/monitoring. Internet-based access and low cost make this a good all-purpose platform for integrated call purposes. Unlimited agents can use the starter level at no cost; only call charges apply.

3. Five9 Cloud Contact Centre Software

Five9 is an all-in-one call center solution that allows customer support and sales to be managed from a single dashboard. Aside from the standard features, it also includes a predictive AI to maximize team efficiency. During times of high call volume, agents who would normally be handling outbound calls are diverted to deal with the influx of incoming calls. This involves several options and features aimed at increasing productivity.

This solution is also compatible with Salesforce, Zendesk, and Oracle CRM platforms. Because it is hosted in the cloud, Five9 does not require any special telecommunications equipment to be used. Designed to meet the needs of small businesses to large corporations, pricing is tailored to fit any budget.

Read Also: Call Center for Small Business

4. ZenDesk

ZenDesk has built a cloud call center around customer relations management. With ZenDesk Talk, the customer is always at the forefront of everything we do.

Customer service teams can now provide phone support from the same location where they manage other channels, with customer information and history provided as the call is taken. By presenting everything together, the goal is to improve efficiency and workflows. Although Zendesk Talk has built-in phone calls, it also has built-in SMS, making it easy to keep track of communications.

It is a call center solution with all the required features like real-time monitoring call recording, IVR, and call routing. KPIs can be tracked and monitored using analytics in this cloud-based system, which you can set up in a matter of minutes.

5. Talkdesk

Talkdesk is a cloud-based enterprise call center software for end-to-end customer experience. It’s easy to use, and it comes with a slew of advanced features and integrations that can help you get more done. ACD, IVR, Ring Groups, and other intelligent routing features are included in Talkdesk. All plans include call recording along with advanced voice capabilities, a power dialer, a sophisticated network architecture, and a dialer for outbound calls.

Quality management features include call recording, call monitoring, and call barging.

Over 30 different systems, including Salesforce and Zendesk, can be integrated with Talkdesk. It includes customizable reports as well as a live dashboard.

6. Cloudtalk

CloudTalk offers cloud-based phone software that is easy to deploy and set up and is designed for sales and customer service teams. It assists the sales team in dialing faster and closing more deals by automating the dialing process and the customer service teams in maintaining high customer satisfaction by handling more calls with smart routing and IVR.

Every CloudTalk plan comes with access to the online dashboard and native desktop (Windows and Mac), and mobile apps (iOS and Android). It also assists businesses in keeping data synced by providing native integrations with CRMs, Helpdesks, Shopping carts, Zapier, and API.

7. Dialpad

Dialpad is a cloud communication platform powered by AI to take notes and analyze sentiments. You will have a single location to record calls, hold, mute, and so on. It will transfer between devices without a hitch, and it is compatible with G Suite, Office 365, and Salesforce.

Dialpad includes call routing, live call coaching, powerful analytics, and porting existing numbers. It also includes automatic spam detection, collaboration, unlimited calling, multi-level auto attendant, and more, allowing quick and easy deployment.

Dialpad is a simple platform that you can use on any device and from any location. It has many features, and its business phone app allows you to check voicemails, make calls, and send messages from your mobile device.

8. LiveAgent

LiveAgent is a call center software that is hosted in the cloud. The software supports both outbound and inbound call center operations, including complex IVR trees, call routing, and unlimited call recordings. Aside from call center software, LiveAgent also provides live chat, ticketing, knowledgebase, customer portal, and reporting capabilities.

It is compatible with 99.9% of VoIP providers. Has intelligent call routing, unlimited call recording storage, IVR, video call support, and powerful data analysis and reporting capabilities. Over 180 help desk features are available, including social media integrations, live chat, ticketing, and self-service options.

9. Channels

Channels, formerly known as CrazyCall, is an excellent cloud-based call center solution for sales teams. It includes auto-dialing, call monitoring, calls scripting, calls transfers, clicks to call, and a callback widget.

Their features are specifically designed to increase sales at your call center. CrazyCall also offers solutions for e-commerce stores, small businesses, and support teams, but the sales features remain the software’s standout feature. It even has lead generation tools for your website, which can be extremely useful.

Related: Top 6 Auto Dialer Software For Your Sales Team – NeoDove

 

Conclusion

Customer trust, brand loyalty, and long-term viability are built on a foundation of efficient customer service. Phone support is still an important part of customer service, even though today’s world is largely digital. This necessitates that your phone support is powered by effective call center software for the success of your business.

By maximizing the use of time and resources, call center solutions help companies improve operations and serve more customers. These systems allow businesses to better connect with their customers and deliver an even more personalized, rewarding experience across various channels.

The use of call center software gives companies an advantage over their competition in terms of better customer engagement, increased revenue, reduced agent training, improved customer retention, and more.

Read More: 5 Best Outbound Call Center Software