It is a system that allows businesses to manage multiple communication channels such as phone, email, live chat, instant messaging, SMS text, and social media. It can be used as a part of a customer support or help desk software with a ticketing feature to help agents respond to customer queries and resolve issues.
Modern businesses are faced with numerous sources and types of communication which they can utilize to their advantage. A set of technology they can use to harness today’s multiple communication channels is call center software.
However, call center software comes in many forms and functions including auto dialers, call center monitors, call accounting solutions, call analytics, predictive dialer, computer telephony integration (CTI), interactive voice response (IVR), and automatic call distributor (ACD). In addition, it is important to understand the unique features each one offers before investing in one.
So, to help you get a better idea of which call center software is best for your company, we’ve discussed all the information you need to know in this article. From what it does and how it works to its features and types, this should help you with your purchasing decision. We’ve also included some of examples of the leading call center on the market to help you get started with your search.
Advancements in Voice over Internet Protocol (VoIP) and hosted software has made a reality the hosted call center environment requiring the most basic components – a PC, a browser and a phone. With a call center solution, you can now easily set up your own dedicated call center hub that can undertake quality monitoring, call recording, speech/text analytics, virtual queuing/web callback, and social media support. What is call center software? It is your tool for enhancing your help desk and boosting customer support which are service areas you should do well to focus on for the reasons we’ll tackle next.
Despite its seemingly diminishing status and the wide availability of self-service channels, the phone is still a favored tool by customers. A research study by Harvard Business Review found out that 57% of customers end up shifting from web to phone (inbound call) for support. Meanwhile, according to eConsultancy, customers prefer the following support channels when they need help: phone, email, live chat, online knowledge base, and “click to call” support automation. On the side of businesses, a Contact Center Survey revealed that 62% of organizations view customer experience provided through contact centers as a competitive differentiator.
Telephone number to call customer services%
Email to customer services%
Live chat (click to chat to get live assistance)%
FAQs (frequently asked questions section on website)%
Click to call (live customer agent to call you back)%
Source: EconsultancyDesigned by
With these data, it makes sense to invest in a good call center solution to further reinforce your business operations. However, before choosing one, it is best to first gauge what this type of software can do, how it works, and what to expect in terms of subscription plans. So, below we’ve detailed some basic information about call center software to help you prepare you for the browsing process as well as allow you to make the most out of your investment once you’ve purchased one.
The purpose of call center software is to help businesses manage customer communication coming from multiple channels and sources. Depending on how communications are processed and how the system is deployed, call center software can be classified into the following:
To answer the question – what does call center software do? – we have to comprehend it basic purpose and function. The platform basically allows a company or organization to run a call center with the goal of extending support to customers for their inquiries, and to serve as a help desk for customer issues. It clears the way for customer communication with your company, allowing them the means to interact and engage with your company relating matters involving your business, products, and services. Now communication through the call center system is two-way – customer to you, and you to your customer (marketing, promotions, feedback, deals, offers, etc).
To do all the above and more, call center software is built with functionalities to facilitate that two-way communication. You can utilize features for voicemails, emails, support ticket, chat, and conferencing, among others. To get comprehensive information about callers, call center systems provide integration capabilities with CRMs, helpdesks, ecommerce platforms, marketing software, and chat systems. Integrated call center software can show you the caller’s previous purchase history, voicemails, notes, cases, phone calls with the company, chat transcripts, support tickets, and others. All the functionalities allow agents to deliver better service, streamline workflows, and get rid of entering redundant information into multiple systems.
The workings of call center software will determine the level of quality of the support service and help you’ll provide to your customers. How does call center software work? Call center software is first and foremost a management solution used by organizations to administer the incoming calls and communication related to product support or informational queries. Likewise, it is also used to make outbound calls to targeted audience for product marketing and sales. Call center software typically facilitates the following steps:
As you can see from the steps above, system streamlines an otherwise tedious process and makes the job of call center agents easier and less complicated, ensuring efficiency and productivity to assigned personel, and providing quality and prompt support to customers.
Why use call center software? What is call center software but a system designed for efficiency and productivity, maximizing the use of communication technology to engage and interact with your customers especially in addressing their issues. The overall goal is to enable you business to provide the best customer support, on time help, and optimal customer experience. Here are the following advantages of call center software:
We can only fully understand what is call center software by learning about its features. Here are some of the key functions and features of call center software:
Except for on-premise systems which will definitely require considerable capital outlay, hosted and cloud solutions offered as SaaS have become popular options because of their affordability and flexibility. SaaS models are usually made available by vendors in three or four pricing plans through monthly/annual subscription fee or payment, and depending on the features tucked in. Some plans even go for free. Here are examples of the cost of call center software, how vendors stack up on pricing with their basic plans on one end and their most advanced offerings at the other end.
To give you an idea of this market niche and how they differ from each other, here are top examples of call center software.
RingCentral Contact Center is an award-winning communications software built for businesses both big and small. It offers a collaborative call center system that provides tools for intelligent omnichannel routing and outbound campaign management and integrates with various CRM platforms to manage customer interactions more effectively. It also comes with tools for workforce optimization, gamification, and quality management to help administrators make operations as seamless and effective as possible.
Zendesk is a full-integrated customer support platform that consists of a help desk system, live chat tool, knowledgebase platform, and a community portal. It also has a browser-based call center module that allows agents to handle inbound and outbound calls, automate ticket creation, as well as route and queue incoming calls. The system also allows you to choose local or toll-free number from over 40 countries, making it a flexible option for companies. Aside from these, Zendesk also provides users with real-time dashboards, call monitoring, and advanced analytics so you can use a more data-driven approach to call center management.
AVOXI Genius is a cloud-hosted contact center software that aims to simplify and optimize customer service operations. Operating as a stand-alone solution or on top of your existing phone network, this system can support inbound and outbound calling and comes with IVR, call blocking, time-based routing, skills-based routing, warm transfer, and call queueing functions. AVOXI Genius also has modules for quality management and agent productivity that leverage real-time reporting and analytics to help you ensure that your customer service efforts are as effective as possible.
LiveAgent is a helpdesk support platform that may also serve as a virtual call center. It consolidates multiple communication channels in one hub as well as integrates with any VoIP provider to allow seamless interaction between agents and customers. Moreover, it is equipped with a comprehensive feature set that includes a universal inbox, automated ticket distribution, agent collision detection, intelligent call routing, and multiple phone number support. Last but not least, it comes with a reporting and analytics module to help you oversee the performance of agents.
Genesys PureCloud is an all-in-one contact center software that offers unified communications solutions. Aside from handling inbound and outbound faxing and calling, it also has cloud IP PBX functions to facilitate conferencing, desktop sharing, and file sharing. This way, you can promote a more collaborative work environment for agents. GDPR- and HIPAA-compliant, this platform can also play well with any software ecosystem through its extensive integration support. Meaning, you no longer need to switch from platform to platform when handling your call center operations.
JustCall is a cloud-based phone system built specifically for sales and customer support agents. It offers a comprehensive call center communication system that not only allows for inbound and outbound call management but also supports bulk SMS campaigns and appointment scheduling. What’s more, it allows you to set up a local number so it’s easier for your customers to reach you. JustCall even adjusts their rates based on the rates offered in your area to help you get the best possible deal for your company.
Freshcaller is the call center product from the well-known Freshworks family of business solutions. The cloud-hosted call center ad multi-level IVR solution allows you to purchase local, international, toll-free, and vanity numbers in over 40 countries worldwide. Requiring only your browser to make and receive calls, set interactive voice responses, and queue up callers, Freshcaller provides you with hassle-free cloud telephony that can be deployed right away. Aside from essential call center features, the software offers an intelligent collaboration system that uses smart notifications and in-place editing for agents to come up with more contextual responses.
If you care enough to provide your customers with the best customer support and would like to efficiently manage your company’s inbound and outbound communications from multiple contact channels, then you can’t go wrong with having call center software. It significantly reduces the strain on your customer support team, streamlines the process of who should take care of customer issues, allows you two-way communication to engage with your customers while building your relations with them, and gives you better control and overview of what works or not with your support system. There are just so many benefits that call center software can provide you that it becomes a truly vital addition to your customer support tools. You know this and we’ve said it again and again that customer is king and needs royal treatment and support, because the resulting returns can be huge for your business. Fortunately, you have a solution in call center software fit for royalty, without you having to come up with a king-sized budget.
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