Companies can use call center software for marketing, customer support, and other purposes. This system can manage multiple communication channels including phone, email, live chat, instant messaging, SMS text, and social media. Call center software is offered in various types including auto dialer, call center monitors, call accounting solutions, call analytics, predictive dialer, computer telephony integration (CTI), interactive voice response (IVR), and automatic call distributor (ACD).Show moreCustomer support and help desk systems offer ticketing features to help agents resolve customer issues. Other main functionality include quality monitoring, call recording, speech/text analytics, virtual queuing/Web callback, and social media support. If you are looking for a high quality call center solution, you can read our reviews of the leading apps in this category. We especially recommend Zendesk which our review team currently rates as the top platform.Show less
In order to come up with this ranking of best Call Center Software we have examined 230 trending tools currently present on the market, comparing their features, how easy are they are to learn, client service, possible integrations as well as mobile support with our unique SmartScoreTM rating system. This list has been prepared by Jenny Chang, our SaaS authority responsible for the Call Center Software category.
Winner of our Supreme Software Award, Zendesk is a customer support solution that helps boost customer service and improve customer retention. The platform's modules include chat support, call center solutions, help desk applications, and knowledge base, so you'll cover all the bases of efficient customer services.
A robust communications system that helps businesses improve customer relationships. It helps users simplify their contact center duties thanks to automation tools like intelligent routing. The platform integrates well with other systems such as CRM software systems. This way, you can provide omnichannel support services.
Freshcaller is a young, yet very promising call center and multi-level IVR solution that allows users to restructure and modernize their cloud-hosted support systems. It is primarily designed for SME use. The user interface is very intuitive and it is fitted with comprehensive features like interaction history and call recording.
A phone system that allows you to make and receive calls using local phone numbers in 58 countries. Ideal for remote and co-located businesses serving international clients, it lets sales and support teams track and log calls and messages automatically. Moreover, it automates repetitive tasks to optimize productivity.
An efficient, affordable, and user-friendly web-based contact center platform that allows businesses to better manage their communications using innovative tools like IVR and ACD. This lightweight platform is designed for the use of SMEs and large enterprises. It has a robust quality management module with a call scoring feature.
A comprehensive contact center platform built to reinforce customer support efforts and optimize your workforce. It combines all client communications into one neat, intuitive system so your reps can deliver faster responses. Routing functionalities ensure that messages go to the right agents, reducing the risk of overlooked communications.
A leading live chat software founded on the principles of simplicity. Powerful on top of being intuitive, it centralizes communications by keeping messages in a single inbox, to ensure that customer service agents can give attention to high priority requests. This also lets them pick up where their colleagues left off to narrow down tickets.
A web-based power dialer that speeds up and streamlines the outbound calling process. PhoneBurner has a contact manager feature built into the system, which automatically organizes imported leads in preparation for the calling process. Using the contact manager feature, sales can create a priority list by category, custom tags, etc.
Industry-leading contact center software that offers a full suite of tools for transforming the customer experience. This platform offers omnichannel routing capabilities, analytics workforce optimization, automation, and AI-powered tools. It also delivers 99.99% uptime to prevent prolonged interruptions and downtime.
A contact center software that integrates with over 100 marketing solutions, Ytel provides businesses with different communication channels in one platform. These include SMS, voice calls, email, and direct mail. It also offers robust security options, which add to your clients’ peace of mind.
An intuitive cloud-based call center software designed to enable businesses and organizations to deliver clear, responsive, and high-quality customer support to their clients. CloudTalk was designed with the needs of SMEs in mind. It is a highly flexible and customizable platform that can be tailored to your specific requirements.
A cloud-based comprehensive call center software that aims to help boost agent productivity. It comes with simple yet intuitive outbound and inbound tools as well as robust features for telecommunication services, agent activity monitoring, real-time statistics, project management, and database management.
Five9 is a software platform that enables you to maximize your agents’ productive time and respond proactively to your customers. With this, you get access to features for campaign management, call distribution, quality monitoring, workforce management, social customer care, and more.
Pindrop is a multifactor antifraud and call center authentication platform designed to institute security, trust, and identity on voice interactions.
Call center platforms are without a doubt on the list of compulsory online corporate software, being an essential means to every company which aims to deliver proper customer support. At the same time, call center software has many critical benefits, meaning that even tiniest nuances will have a say when choosing one. The more good programs appear on the market, the more difficult it becomes to be convinced of your choice: you bear the responsibility to make your inbound call center run smooth, both because of your employees, and foremost – because of your customers. That’s exactly why we prepared this guide: to help you familiarize with the basics of call center tools and to help you choose the best call center software for enterprises and SMBs.
A good course of action is to sign up for at least a few free trials or demo offered by popular call center software providers. With that method, you will have the opportunity to test the important elements and you will get a good comparison of the capabilities of each app. The best thing to do is to try services that currently have the highest rankings in the SmartScore and Customer Satisfaction Rating in our call center software reviews and choose the best call center software for your company: Freshdesk reviews, Vocalcom Cloud Contact Center, ContactWorld, and Scorebuddy.
Call center tools offer a variety of essential customer support services to all businesses wishing to nurture customer relationships and to cut support costs. These are the businesses that qualify as potential buyers:
Depending on how communications are being managed and processed, the same as the technology that is being used, call centers can be divided in the following categories:
With all that call center fuss going around, expectations are starting to hit the ceilings. Luckily for us, quality support is no longer a myth, and the evolution of call center technology in the past 10 years made expecting the impossible is pretty much justified. In case you don’t really know what to expect from your next call center system, here is a summary of the essential features as revealed by our detailed comparisons:
The mere fact that you’re here, and you’re scrolling down to capture relevant facts indicates two things: You know that the market is heaped with out-of-the-box solutions, and You have no idea which one is for you.
You can always go the traditional way and forecast call volume to account the performance you’re going to need, but for the sake of frankness, that won’t make your choice anyhow narrower. An adequate anticipation of performance involves the presence of numerical, comparable factors, and puts the accent on systems which can do the most work with least human involvement. As you can conclude by now, the benefits should go beyond common perceptions of efficiency, and should be advanced enough to motivate the team even when works blows out of proportion. Let’s check them out:
Price is an important aspect to consider when choosing the right call center software to adopt. However, pricing is based on payment schemes. To wit, here are the popular payment schemes today:
When adopting software, make sure to gauge its value for money. This way, you can ensure that your investment is sure to help you improve your bottom line. That said, don’t focus too much on getting a platform that has all the bells and whistles. After all, the most comprehensive or most popular tool may not always be the best fit for you.
On the flip side, the cheapest may also not be the most efficient option for your particular needs. This is why you need to treat software adoption as an investment and track its ROI. What you do should always affect the bottom line.
Call center software adoption doesn’t just stop at purchasing the software. It entails training, compiling best practices, managing workflows, and maybe even hiring new people. These processes will revolve around adoption. And, these too should be taken care of as part of your investment as well.
First, be clear about the reasons why you want to use a SaaS solution. You should also have a good understanding of your existing infrastructure and business procedures. This information will help you to effortlessly integrate the SaaS software with your existing infrastructure without any difficulty.
The second consideration is a follow up to the first one. Ask yourself what you want the SaaS solution to do for your company. Then, be clear about the functionality the app should have. For instance, if you want improved data collaboration between different business departments you need a platform that can be accessed by multiple users. However, if you require an efficient system that is similar to an on-premise solution, you need to invest in a SaaS product that can be accessed by only a few users at a time.
After you select a suitable provider, do not sign a contract before you take a good look at the Service Level Agreement (SLA). The SLA will clearly describe what the SaaS vendor is offering and the compensation they will pay if they do not deliver the agreed services. Read and comprehend the SLA thoroughly to know what you are getting into and to avoid issues later.
The best call center software is Zendesk. It is a complete solution that handles different contact center processes from handling phone calls to providing chat support. The platform has a very flexible pricing scheme, making it ideal for businesses of all sizes. It has a robust ticketing system with smart call queuing and routing capabilities. When configured properly, this platform can ensure that the right issues are addressed by the right agents at the right time.
Zendesk has tons of automation capabilities to help cut the time between contact and issue resolution. These allow agents to concentrate fully on solving issues and providing support instead of menial tasks.
What’s also great about Zendesk is that it provides users with knowledge base creation tools. With these, you can have your representatives easily retrieve relevant information to ensure that proper customer support is given. Zendesk also provides public and private forums for an extra avenue for knowledge creation.
There is a free trial available if you are interested. Also, you can try out different products from the whole business suite.
There are many benefits that you can get by adopting a call center software solution. However, the specifics really depend on which kind and what platform you are using. But, there are also general benefits that users look for when adopting a call center software solution. Here they are below:
Here are the basic features of call center software solutions you should expect:
Call center software platforms are all designed to be easy to use. In fact, you can say that all top 20 applications are very easy to use. However, there are a few that go above and beyond. They are able to achieve the critical balance between power and usability.
Bitrix24 is a good free call center software to use. Its basic cloud version is free and it has a good call center software module that is popular among small firms. This platform requires no on-premise deployment and supports up to 12 users. What’s more, Bitrix24 is also very easy to use. You can set the solution up in minutes.
Plus, you don’t have to spend extra money on extra software. Bitrix24 has a built-in CRM module complete with features such as client information displays, call scheduling and lead management. Also, you can use your existing number or rent local phone numbers for the US and UK.
Other features include call logs, reports, an automatic dialer, and Interactive Voice Responses (IVR). It also has robust telephony features, such as voicemail, call queuing, recording, call transfer, employee extensions, and call forward to mobile.
One thing to note here, however, is that while inbound phone calls are free, outbound phone calls are charged at $0.01 per minute. The platform also provides you with extra modules, such as document management, email marketing, video conferencing, task management, and employee chat at a cost. For paid plans, the vendor offers subscriptions that start at $79 per month for 50 users.
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