VoIP for call centers is internet-based calling technology that allows call centers to monitor their agents, adapt to change, and keep productivity high. However, even non-contact centers have begun reaping the benefits and switching to call center VoIP technology. So if you are looking for the best call center software, this article will guide you.
You don’t need to have a massive call center operation in order to take full advantage of VoIP call center software. Businesses that have sales, support, and billing departments will find many features that help develop proficient and flexible call agents and well-informed supervisors. So check out the best VOIP Call Center Software below.
List Of Best Call Center Software Companies
RingCentral Top Rated
Highly advanced home phone solutions.
Great selection of advanced features.
Impressive audio and video quality
Platform supported are Cloud, SaaS, web, iOS, Android, Windows, Mac.
Nextiva Best Values
Best VoIP Service For Home Office
Advanced Call Routing
Low-cost International Calls
Platform supported are Cloud, SaaS, web, iOS, Android.
Deflect Calls with Voicebots
Automate Your Call Routing
Freshcaller mobile app
Delivers exhilarating and high-quality voice calling.
Affordable hardware and virtual activation services.
Easily block additional numbers easily.
Smart faxing services from mobile, desktop, or laptops.
Virtual Presence Indicator
Robotic Process Automation (RPA)
Top Call Center Software Company [Experts Pick]
Table Of Contents
What Call Center Software?
Call Center Software are programs that allow you to manage customer communications coming from a variety of channels and sources. It assists agents in making outgoing calls, answering incoming calls, tracking call metrics, and managing their workforce.
In fact, call center software is more than just a system for connecting agents with customers. It’s a system with a slew of features that are built to support every aspect of a contact center. Whether you handle inbound, outbound or a combination of both types of calls, call center software can help you streamline your customer service and provide excellent service.
Contact centers don’t only focus on phone calls, and many solutions offer omnichannel support. This means you can manage all of your communications from a single platform, giving your customers a consistent experience.
In a nutshell, this is an umbrella term for applications designed to be used in a formal or informal call center. The term “contact center software” is often used interchangeably with “call center software,” but it also refers to features used in call centers that handle a variety of communication channels in addition to voice (e.g., email, instant messaging, SMS text, social media, and live chat).
The agents whose job it is to assist customers over the phone or through one of the other channels are supported by call center software. It also helps supervisors who are in charge of the call center’s operations.
Types of Call Center Software
There are three main types of call center software solutions: Inbound, Outbound, and Blended.
- Inbound call centers take calls from existing or potential customers. Customer service and support, product recommendations, taking orders or making appointments, collecting account payments, and assisting with account management are all common tasks they perform.
- Outbound call centers make outgoing calls to current or potential customers, usually for sales, surveys, fundraising, or even raising political campaign awareness. An outbound call center comes to mind when you think of telemarketing.
- Blended call centers make and receive inbound/outbound calls for all of the above reasons and any additional business processes.
Essential Call Center Software Features
The best call center software for your team is determined by your unique requirements. Depending on how you intend to use it, every tool has advantages and disadvantages. Make a list of desired features and then focus on your top choices to figure out which tool is best for you. A few features to think about in your search are listed below.
1. Interactive Voice Response (IVR)
An interactive voice response feature will allow your customers to speak with an automated system before reaching your support team. While your customer may not enjoy speaking with a machine, they may be able to resolve some of their issues or provide basic information that will help your team serve them better.
An IVR feature will assist your team in managing call volume while also automatically collecting relevant information from customers. By the time the customer reaches a human, the representative will have all of the information they require, and the customer will not have to repeat themselves.
If you’re looking for call center software, then you’re likely supporting your customers through other communication channels as well (like email, live chat, or social media). It’s crucial to think about how well your new call center software will work with your existing channels.
Omnichannel routing automatically syncs the most recent customer-agent interactions and conversations across channels.
When multiple communication channels are used during a customer interaction, everyone can pick up right where they left off — even if a different agent takes over.
3. Call Routing
How do customers get connected to the right person quickly when they call your company?
Automatic Call Distribution (ACD) automatically routes callers according to pre-set call routing strategies.
Often associated with IVR, ACD is designed to increase call center productivity by eliminating the need for manual call transfers.
It’s critical to understand how your call routing will work, whether your software offers automated call routing or customers must select a department after listening to a set of options.
4. CRM Integration for Customer Context
Customers find it frustrating to repeat their issue to different support reps, as well as provide a summary of their previous interactions. But when agents have more context about the customer who’s calling, they can provide more effective support.
Customer Relationship Management (CRM) integration allows users to connect third-party CRM tools to their call center software, removing the need for agents to switch between apps in order to access important customer information.
Screen Pops from Computer Telephony Integration (CTI) pull current caller/customer information from your CRM system and display it on the agent’s screen.
This allows the agent to be fully prepared for the call while also avoiding the need for callers to repeat themselves.
5. Automated Callbacks
Automated callback features eliminate the need for callers to wait on hold for long periods of time, improving customer satisfaction dramatically.
Instead, callers can arrange for a callback from an available agent at a time and date that is convenient for them.
6. Call Recording
Call recording records agent and customer calls either automatically or on-demand. These recordings are then saved in the cloud, where agents and supervisors can review them to evaluate customer service standards, agent efficiency, and other factors. Call recording transcriptions are frequently available from providers.
7. Auto Dialers
Automated dialing modes increase lead list penetration and reduce time spent between calls when compared to manual dialing.
Running a call center requires managers to keep an eye on metrics. Without knowing how your team handles traffic fluctuations, it’s impossible to manage scheduling and plan for the future. Reporting can help you identify common issues that customers call about, show where your support coverage is lacking, and identify training opportunities.
Key call center metrics include:
- First call resolution rates
- Average talk time and average handle time
- Average hold time
- Percent of calls sent to voicemail
- Speed of answer
- Current call queue information
- Call abandonment rates
- Customer satisfaction rate
- Customer churn rate
9. Escalation Management
The best call center software will allow you to manage the escalation process for urgent customer support queries. From the moment a customer calls with an issue, they should be able to move forward to the appropriate party at each step of the process. Your call center software for small businesses should also enable your agents to de-escalate issues by issuing vouchers, discounts, or refunds through the software, particularly during that single call.
10. Cloud-Based Calling
Cloud-based call centers will need a cloud-based calling system to integrate with their online databases. Cloud-based calling, also known as Voice over Internet Protocol (VoIP), is a phone system that uses the internet rather than a phone line to communicate.
While this service is usually provided by third-party Voip providers, it is usually less expensive to install and maintain than traditional landlines. Because VoIP requires no on-premise hardware, it eliminates the typical maintenance and infrastructure costs associated with traditional phone lines.
Conclusion On Best Call Center Software
As you can see, there are a variety of options available, each with its own set of features and price range. In this article, we’ve reviewed and compared the best call center software.
While it may be tempting to choose the option with the most features, this can quickly become prohibitively expensive. As a result, make certain that the solution you select meets your requirements. When your calls are mostly outbound, there’s no point in paying extra for a lot of inbound-focused features, and if you have a CRM solution in place, make sure it integrates.
Hope this article helped you in choosing the best Call Center Software for your business. If you have any questions, you can leave them in the comment section below. I will be happy to respond. And don’t forget to mention your favorite one.