3 Best Call Center Software with Buyers Guide

Zendesk

Fully integrated call center Full customer history Automatic ticket creation Call recording Agents Talk with help desk solution Get up running quickly Integrate seamlessly API connection to help desk Service-first CRM company Powerful Flexible 

Zoho Desk

Help businesses manage customer communication over phone email live chat SMS text Social media Assign calls to agents based on department or team Automatically route to agents with whom customer is familiar Maintain consistency of service & customer relations

Bitrix24

Free call center software Cloud version Start calling & receiving phone calls within minutes Pay only when more than 12 employees or wish to rent a phone number SIP connector Use telephony for outbound calls Suits remote teams to collaborate efficiently

Call Center Software

Call Center Software assists businesses run the call centers efficiently by organising and managing inbound and outbound calls, monitoring customer experience, recording customer complaints,  and tracking agent productivity. These solutions can be utilized in multiple departments.

While sales and marketing teams use call center software to make sales and promotional calls to clients, support teams use the  software to resolve complaints, address customer issues, and even provide post-sales training. Call center systems not only facilitate communication and engagement thru phone, but also through channels like live chat, email, SMS, instant messaging, and social media.

Advantages of Call Center Software

Enhanced agent productivity and efficiency: Call center solutions have robust features such as rule-based escalation and automatic call distribution to minimize idle time, assist businesses handle calls efficiently, and modulate call speed and wait times based on the number of available agents. Role-based assignment checks that calls are routed to the most exact agents without delays. Overall, call center solutions help businesses address more customer queries and improve operations by maximizing time and resources.

Improved customer relations: Call center systems help businesses stay connected with their customers and deliver a more personalized and rewarding experience through multiple channels. Efficient customer service provides to build customer trust, brand longevity and loyalty. 

Features of Call Center Software

Built-in telephony: Making phone calls from internet-enabled devices.

Call routing: Distributing and assigning calls to individual agents or queues based on pre-established criteria like time, day, or agent availability.

Telephony integration: Integrating VoIP (Voice over Internet Protocol) services with existing telephone equipment.

Call logging: Collecting, recording, and analyzing calls made from or received by a business over a given period. Providing statistical information like call frequency, time and date, call duration, and caller ID.

Call recording: Recording inbound and/or outbound calls to a call center and maintaining a central pool of all recordings for training and quality monitoring purposes.

Queue management: Receiving calls from customers, creating a call queue, and keeping customers on hold until they are connected to a live agent.

Price of Call Center Software

Most of the products in the market are priced on a “per user, per month” basis, and can be divided into three pricing tiers based on their starting price. A premium plans are priced higher than basic plans often have additional features like omni channel interactions, unlimited queues, advanced call analytics, and social media monitoring tools.

Points to Ponder while Buying Call Center Software

Type of deployment: Call center software are available through hosted, cloud-based and on-premise deployment options. On-premise and hosted deployment options suit businesses looking for customizable call center software  but prove costly if only required for a short time. While cloud-based software is relatively cheaper and can often be set up in a few hours, it needs a constant and reliable internet connection to function effectively. Users should compare the advantages and disadvantages of cloud-based and on-premise systems, and shortlist products accordingly.

Multichannel support: Call center software lets businesses organize communication across multiple channels—like SMS, email, online messengers, live chat, and social media platforms—for decreased additional costs. But, needs vary based on use cases. If the brand is built on social media, like, you require social media management functionality. Alternatively, if marketing, customer support or sales strategy involves text messages, the business requirements SMS support. Buyers must clearly identify the needs before beginning their software search, and ensure desired functionality is included before making a buy.

Call Center Software Trends

Voice-based customer interactions will be lowered in the next two years: Call centers are shifting from traditional call center software to contact center software that let them leverage other communication tools like email, social media, and live chat. Our research shows that while voice will remain a significant source of customer interactions, its usage will continue to reduce in the coming years as more and more businesses start leveraging digital channels.

Artificial intelligence (AI)-based conversational bots are picking up the pace in the small and midsize business (SMB) world: Voice- and text-based bots are effectively streamlining initial customer conversations. Our research found that 68% of small businesses are currently using or plan to use any type of conversational user interface technology within the next one to two years. When these interfaces are used, customers gets to hear a robotic tone or message in place of live agents that collects their personal details and query type. The bot can answer basic queries on their own, or route calls to the most suitable agent. This automation hurries up the whole call process, and frees agents to handle more integrated queries.