The answer to this question depends on the purpose of a call center, its size, supported channels (chats, email, calls, etc.) and its location. Therefore, to choose the best call center solution for your business, let’s have a close look at 3 types of top call center software and main software tools.
Top call center software by deployment type
- On-premise call center software. With this type of solution, call center software and hardware is installed at the office and maintained by IT staff or an outside service provider. Businesses that choose this option are completely responsible for all maintenance and updates. For some companies such ability is an advantage, yet, others would rather not have their own IT staff for performing all technical support. The main advantage of on-premise call center software tools are their reliability, especially when it comes to hard phones. It is believed that a direct connection is much more reliable in comparison with the virtual one as your Internet connection may not be stable and, therefore, your call quality may suffer.
- Hosted call center software. It is a call center software that is hosted off-site and accessed through the internet or intranet. With hosted solutions, call centers can have their entire call center infrastructure on a hosted platform off-site. This option is often cheaper than the on-premise one as it is maintained by a service provider and, thus, is less of a hassle. The main disadvantage of hosted call centers is limited options of integration and customization. Besides, it requires upgrading with each new version of software and doesn’t have a high level of security.
- Cloud-based call center software.This kind of software solution is hosted in the cloud and can be accessed through any browser. As all data is stored in the cloud, it can be cashed so users can access it even if they are offline. This Cloud-based software is considered to be one of the best call center software solutions as it is cheaper to implement and more scalable in comparison with others. Moreover, you can use a cloud-based omnichannel contact center solution, where some non-voice channels (email, webchat, SMS, etc) are processed. It is managed by a service provider (support, update and maintenance of hardware) and doesn’t require dedicated IT staff. Furthermore, it needs less investments and is quicker to launch then on-premise or hosted solution. Nevertheless, it is important to ensure that you have a reliable Internet Service Provider (ISP) for providing a stable and qualitative workflow.
Main call center software features and capabilities
- Automatic call distributor (ACD). It is a telephony system that processes and directs incoming calls to available agents, as a result, reducing agent idle time and improving customer experience.
- Interactive voice response (IVR). This tool allows callers to access needed information, without having to talk to a person, with the help of a touch-tone keypad or speaking into the phone. IVR helps to automate routine interaction and reduce the cost of operations.
- Customer relationship management (CRM). CRM provides agents with all customer information and interactions and, thus, helps them to resolve customer issues quicker and more efficiently. In addition, it can send emails and alerts to the agents and organize the workflow in a more effective way.
- Dialers. 2 main types of automated telephone dialing systems can be distinguished here:
- Power dialer places phone numbers one by one only when agents are available to take a call (are in Ready status). This dialing mode starts one call for each agent and in such a way reduces the risk of abandoned calls. Only live calls are connected with the agents, the client card is visible only after the connection is made. In some companies, this dialer is called progressive.
- Predictive dialer calculates the dialing speed based on the real-time data and places many numbers simultaneously for each agent. The predictive dialing system estimates when a call is about to end in order to dial the next number.
- Call recording. This call center software tool records and saves live calls, so that they can be played and reviewed later. It is not only helpful for agents to refer to previous calls before calling to the client but also for managers to check and monitor agents performance.
- Real-time reporting. This tool displays call center metrics (call rates, customer holding time, agent idle time, etc.) in real-time dashboard and, thus, is essential for agents and managers in making informed decisions based on up-to-date information.
Top-10 call center solutions for small and medium-sized businesses:
1. Voiptime Cloud Contact Center
Voiptime Cloud is a versatile cloud-based contact center solution that can be used both for inbound and outbound interactions, as well as web chats and emails. With Voiptime Cloud, you get features like IVR, intelligent call routing, more flexible outbound campaigns (Preview, Progressive, and Predictive dialers), built-in CRM, web callback, comprehensive reporting, quality monitoring and much more. It can be seamlessly integrated with your CRM and other business tools. Also, it has a simple and intuitive interface that doesn’t require complicated training or involving IT staff to call scripts or call campaign creation. Another benefit is that the Voiptime Cloud Contact Center solution can be deployed in 48 hours.
2. Aircall
Aircall is a cloud solution that will allow you to seriously reduce your inbound call center queue. It uses data from your helpdesk, CRM, live chat, and e-commerce software, to meet customer needs on every call and making your reps more efficient. Aircall improves your customer relationships with call center features like SMS, advanced call routing, IVR, analytics, etc.
3. Ring Central
This phone system has versions both for desktop and mobile users. Also, it enables you to call in one touch from any phone or computer with access to the internet. This system has well-thought call delegation and answering rules that ensure call routing to the appropriate person.
4. Zendesk
Zendesk Talk is a call center solution built on one of the biggest customer service platforms. This software has automatic ticket creation and comfortable help desk features so you can support inbound customer requests across every channel.
5. Bitrix24
Bitrix24 is built around your to-do list. It offers you multiple customer service channels, including rentable phone lines, webchat & email queues that integrate into their CRM and task management software. If your industry is still required to have an on-premise solution Bitrix24 can help you as well.
6. 8x8
8x8 Contact Center provides you with a complete multi-channel solution and comprehensive customer analytics. Also, it has such a useful feature as interoperable team messaging that allows your employees to share information and enhance customer support. Among its other key features are skills-based routing, built-in CRM integration & APIs, queued and web callback, post-call surveys, etc.
7. Channels (former Crazycall)
This cloud-based solution is designed for small ales teams. It allows you to efficiently manage inbound queues and outbound campaigns as well as monitor your team’s performance with live call listening and real-time dashboards. Channels also includes such traditional features as call recording, power dialer, and knowledge base.
8. Cloudtalk
The software has a variety of useful features to work with that include a custom queue and personalized voicemail. With a custom queue feature, support teams can dictate where inbound calls will be routed. With personalized voicemails, your customers can save their time by leaving voicemail messages and not waiting in the queue for your team to respond.
9. Vocalcom
A cloud-based call center solution that simplifies customer engagement in different industries. Vocalcom offers its users such features as ACD, IVR, dialers, reporting tools, integration with external business systems, etc.
10. PhoneBurner
A cloud-based solution that is designed to help sales teams increase their productivity. It is done with the help of power dialer, built-in CRM, click-to-call, campaign & list management, and other tools.
Present-day contact center software allows not only to make calls and life interaction, but also, with the help of integrated tools, help agents to quickly access customer's information and provide the best solution to their challenges. Therefore, by choosing the best contact center software that will be a good fit for your business and implementing all necessary tools, you will be able to run your company as smoothly as possible and set it up for long-term success.
Published Dec 08, 2016, updated Jan 26, 2021
