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 software 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
- On-premise call center software. With this type of solution, call center software and hardware is installed at office and maintained by IT staff or an outside service provider. Businesses that choose this type of software 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 solution, call centers can have their entire call center infrastructure on a hosted platform off-site. This type of software 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 center 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 best call center software solutions as it is more cost-effective solution in comparison with others. 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 stable and qualitative workflow.
Main call center software tools
- 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 talk to a person, with the help of 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 more effective way.
- Dialers. 3 main types of automated telephone dialing systems can be distinguished here. Power dialer makes a call to several numbers and as soon as this call is answered, it is directly transferred to the salesperson. In a case, it reaches the voicemail, it directly dials the next number so the progress goes on. Predictive dialer is able to dial automatically a group of numbers at once before an agent is available and predict the needed dialing rate. Besides, all unanswered calls are automatically called again later so no lead can be lost. Progressive dialer makes one-by-one calls but only when there is an available agent to answer the customer. It doesn’t make as many calls as the predictive one but it ensures that customers don’t answer calls without an agent ready to pick up.
- 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.
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 smooth as possible and set it up for long-term success.