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Genesys Cloud

4.1
(108)

Mobile optimized cloud call center with multichannel routing

Genesys Cloud is a cloud contact centre and employee collaboration solution that's easy to use, quick to deploy, and built for rapid innovation

Read more about Genesys Cloud

Aircall

4.2
(183)

Phone system for support and sales teams

Make every phone conversation count and give time back to your reps with 70+ CRM, helpdesk, and software integrations.

Read more about Aircall

Balto

4.7
(3)

Call center phone coaching for sales & customer service reps

Balto understands phone conversations and automatically tells reps what to say, live on each call.

Read more about Balto

RingCentral Contact Center

4.3
(153)

The Collaborative Contact Center solution from the industry

Transform customer engagement with Collaborative Call & Contact Centre technology: Omnichannel routing; CRM integrations; Agent management tools; Actionable analytics

Read more about RingCentral Contact Center

Talkdesk

4.6
(664)

The world's leading cloud-based contact center software.

Self-service management. One-click integrations with Salesforce, Zendesk, Desk.com and many others. No phones, hardware, downloads or coding required.

Read more about Talkdesk

NICE inContact

4.2
(455)

Cloud Contact Center Software

Operating a high performance contact center has never been easier with our products that focus on contact center management. From accurately forecasting workloads to monitoring agents’ performance and tracking key metrics with real-time reporting, we help you deliver exceptional customer experiences

Read more about NICE inContact

InGenius

4.8
(5)

Computer telephony integration to fuel efficiency

Increase agent productivity, customer satisfaction and case handling capacity. InGenius helps make calls more efficient by placing critical CRM insights at your agents' fingertips. Drive more successful service with one simple integration that supports unique workflows and omnichannel environments.

Read more about InGenius

Salesforce Service Cloud

4.4
(509)

Customer Service & Field Service Management Solutions

Salesforce Service Cloud offers a solution for contact centers to track & route incoming cases from multiple channels with integration to 80 telephony systems.

Read more about Salesforce Service Cloud

LogMeIn Rescue

4.6
(125)

Remote support for helpdesks, call centers and organizations

LogMeIn Rescue is a powerful, easy-to-use remote support solution for PC’s, Mac’s, mobile devices, and more.

Read more about LogMeIn Rescue

Twilio

4.6
(242)

Voice and messaging for your web and mobile applications

Twilio brings a powerful API for phone services enabling companies to make and receive phone calls, and send and receive text messages. It allows programmers to easily integrate various communication methods and to use existing web development skills and codes to solve communication problems.

Read more about Twilio

Convoso

4.7
(16)

Dial Smarter, Not Harder

Dramatically increase contact and lead conversion rates with Convoso's omnichannel contact center software.

Read more about Convoso

CallTrackingMetrics

4.7
(60)

The Only All-in-One Call Tracking & Contact Center Solution

CallTrackingMetrics is marketing attribution, conversation intelligence, and contact center solution. Capture the full customer journey across teams. Track all of your conversations across calls, texts, form fills, and chats in one platform.

Read more about CallTrackingMetrics

3CX

4.5
(229)

3CX communications system. Web & mobile apps (Android, iOS)

3CX integrates call center features that help you satisfy the most demanding of customers. CRM integration and call work flows eliminate tedious and time intensive tasks. With the 3CX Live Chat plugin your agents can chat, video and call with your website visitors in real-time.

Read more about 3CX

Zendesk

4.4
(2,547)

Service-first CRM company that builds support & sales tools

Zendesk is the leading cloud-based help desk software built with support agents in mind. All your customer interactions are in a single, dynamic interface with features like web widgets, pre-defined ticket responses, and full customer history.

Read more about Zendesk

Intradiem

4.3
(15)

Workforce automation solution for optimizing operations

Intradiem is a workforce automation solution designed to streamline operations related to agent engagement & customer service experience. It comes with an automated training module, which lets organizations create real-time training & allows employees to manage schedules via a mobile application.

Read more about Intradiem

Scorebuddy

4.5
(40)

All-in-One Quality Management Platform for Contact Centers

Scorebuddy is a multi-award-winning, purpose-built call center Quality Management solution. Tie quality to business strategy by creating customer-outcome based scorecards. Analyze trends and identify root causes of skill or process deficiencies to drive continuous customer experience improvement.

Read more about Scorebuddy

Freshcaller

4.0
(22)

Modern Phone System for customer support & sales

Freshcaller is a modern contact center software for customer support, sales, IT and HR teams. Freshcaller's cloud-based architecture brings together features like IVR, Smart Escalations, Voicebots, Customizable Performance Reporting to set up the operations. It has 90+ countries phone numbers.

Read more about Freshcaller

ProcedureFlow

4.9
(26)

Cloud-based knowledge management software

ProcedureFlow is a cloud-based knowledge management software which enables call centers to create simple visual maps to support customer service operations

Read more about ProcedureFlow

Dialing Innovations Call Center Application Suite

4.8
(14)

Predictive dialer & call automation for call centers

Dialing Innovations’ Call Centre Application is a predictive dialer and automated outbound calling tool for call centers, designed to aid with call center operations by automating tasks such as lead prioritization, call distribution, call recording, answering machine detection, cost tracking & more

Read more about Dialing Innovations Call Center Application Suite

Qubicles

4.4
(24)

Revolutionary blockchain-powered contact center software

Qubicles is a blockchain software company and the creators of decentralized tools and services for the contact center industry. Our solution includes on-demand staffing for remote workers and powerful cloud-based contact center software that includes all features needed to run centers of all sizes.

Read more about Qubicles

XCALLY

4.8
(82)

Omnichannel contact center management

XCALLY provides all the tools to manage interaction with your customers, coming from several channels: email, SMS, web chat, phone calls, social media and messaging apps. Furthermore you have fundamental modules like Dialer, IVR Designer and a lite CRM.

Read more about XCALLY

Newfies-Dialer

5.0
(4)

Auto dialers for lead generation & telemarketing

Newfies-Dialer is an auto-dialer, voice & SMS broadcasting system designed for lead generation, marketing, political campaigning, debt collection, and more

Read more about Newfies-Dialer

Omnis

(0)

Contact center solution for customer engagement

Omnis is a cloud-based contact center solution which assists businesses of all sizes with contact management and call monitoring. Its key features include campaign management, interactive voice response, queue management, real time monitoring and analytics.

Read more about Omnis

Kixie PowerCall

4.8
(143)

Ultra-reliable, easily-automated calling & texting for sales

Better sales, made simple. Kixie is the sales engagement platform that boosts sales team performance with ultra-reliable, easily-automated calling & texting. Supercharge your CRM into an automated sales machine with an intelligent autodialer, seamless CRM integration, and Enterprise Contact Center.

Read more about Kixie PowerCall

LiveAgent

4.7
(1,001)

Great customer service starts with better help desk software

Great customer service starts with better Contact Center software!

Read more about LiveAgent

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Buyers Guide

Call center

Call center software helps businesses engage and interact with customers so that agents are able to address customer issues. The software helps call center agents handle outbound and inbound customer calls efficiently and quickly. This boosts overall customer satisfaction and improves customer relationship with the business.

In this guide, we’ll cover:

What is call center software?

Call center software is software that allows businesses to make or receive phone calls to/from customers for the provision of good customer service. It offers certain features, such as call routing, interactive voice responses, automatic call distribution, call scripting, and  call monitoring, to help the agents efficiently manage all the calls. 

Types of call center software

The first step to investing in call center software is to know whether you want an outbound, inbound, or blended call center solution. Here’s a brief definition of each type:

Outbound call center: This software helps agents engage with customers on behalf of a business or client for telemarketing, sales, fundraising, or surveys.

Inbound call center: It helps customers get in touch with a company to resolve their queries about a product or service. Such software can also help a business schedule appointments and dispatch technicians.

Blended: This software allows customer service agents to take care of both inbound and outbound call operations. Agents can fill in for each other while handling all the calls. This functionality boosts a call center’s productivity. 

Key questions to ask your vendor before you buy: Do you offer an option to add in services to each software type? Can I scale-up the functionality of my outbound call center software to include inbound calls as well with ease?

Deployment options for call center software

The three deployment options that you can choose from, depending on your business requirements, include the following:

On-premise: This software is deployed within the premises of an organization. The infrastructure is maintained by in-house IT staff or a third-party service provider. This deployment option is suitable for centralized teams and organizations that have dedicated IT staff to maintain and update the software and hardware.

Hybrid or hosted: A hybrid or hosted model has characteristics of both on-premise and cloud-based software. The software is installed, hosted, and maintained on a remote server, which is off-site but can be accessed via an internet connection from anywhere and at any time.

This is suitable for organizations that are looking to eliminate physical data centers and reduce their IT costs. They can pay once for the license and then pay the maintenance fees each month without having the burden of maintaining the software infrastructure by themselves.

Cloud-based: This model is hosted online on the cloud and can be accessed via the internet. It’s suitable for businesses that are looking to invest upfront for the deployment and don’t want to maintain dedicated IT staff. It is suitable for remote offices with dispersed teams. The solution is easier to implement and scale than the others.

GetApp’s website focuses on cloud-based software options, which we believe to be the best option for most small businesses. Cloud-based tools typically come with lower up-front costs, faster implementation time, and automatic updates; they also better support remote use, scale more easily, and minimize the need for IT staff and real estate.

Key question to ask your vendor before you buy: What are the additional costs for each kind of deployment model?

What are some common features of call center software?

The core features of call center software include: Automatic call distribution (ACD): It’s an automatic system that ensures that all incoming calls are routed to appropriate agents, depending on their availability and expertise. ACD also provides data about call volume, calls handled, call duration, and waiting time.

Automatic call distribution in nextiva

ACD options in Nextiva (Source)

Computer telephony integration (CTI): This feature allows call center agents to see the customer data, purchase history, and information about previous customer interactions. As soon as the customer gets connected to the agent, the information appears on the agent’s desktop to help them serve the customer better.

CTI in Bright Pattern

CTI in Bright Pattern (Source)

Monitor/whisper/barge: This feature allows call center managers to monitor calls without the agent knowing that they’re being monitored. The managers can barge into calls to speak to the agent and the caller. They can also whisper to the agents to coach them during calls without the customer’s knowledge.

Call whispering in Aircall

The call whispering function in Aircall (Source) Reporting: This feature provides reports about abandonment rate, agent wrap time, customer interaction, etc., in comprehensive visual formats. Managers can take actions based on the insights derived from the consolidated data.

Reporting feature in Avoxi

Reporting feature in Avoxi (Source)

Call recording: Call recording enables users to record inbound and outbound calls. The recordings can be searched through and heard later for quality coaching.

Intelligent call queues: This functionality routes calls as per categories, which are based on predefined business rules, wait time, and customer value. This allows agents to prioritize calls that need to be answered first based on their value, urgency, etc. They can also transfer the caller to another queue and define wait limits for the queues.

Interactive voice responses (IVR): It’s an automated telephony system that interacts with callers before routing them to the right agent or department, based on the required expertise. The feature aims to ease the situation for callers. The IVR greets them first and prompts them to choose from a series of options to talk to a team member, pay bills, check their account balance, and more.

Call scripting: This functionality helps agents follow a dialogue template for easy reference. They can fill their responses directly into the customer relationship management tool (CRM) to design workflows.

Call scripting feature in VICIdial

Call scripting feature in VICIdial (Source)

Progressive dialing: This feature automatically connects agents to calls when an agent becomes available. The dialer runs through the calling lists and dials at the pace at which the calls can be handled to ensure higher contact rates and lower abandoned call rates.

Progressive dialing feature in Five9

Progressive dialing feature in Five9 (Source)

Predictive dialing: This function allows the dialer to call multiple people at one time. As soon as a customer answers, he or she is connected to an agent. Based on the average time taken by an agent to finish the call, the dialer predicts the agent’s available time. This minimizes the time an agent spends in between calls. 

Predictive dialer function in dialerAI

Predictive dialer function in dialerAI (Source)

Key question to ask your vendor before you buy: What are the core features that you offer in different subscription plans?

What are some important call center software integrations?

Some of the important software integrations to enhance the functionality of your call center solution are listed below.

Customer relationship management: Your call center software should integrate with your CRM solution. This would help you centralize all the data, including history of communication, agent notes on every interaction, customer issues, and the offers emailed to customers.

Workforce management: Integrating this software will help you manage your employees’ productivity better. You can plan their schedules with a clear understanding of the call volume (derived from forecasting data).

Ticketing software: A ticketing system collects customer support requests from all the sources and centralizes them with the customer data about contact history. Integrating a ticketing software with a call center system allows your agents to respond to all the queries efficiently.

Key question to ask your vendor before you buy: What are the other software integrations you offer that are beneficial for small businesses?

Advanced call center software configuration

In addition to the core features that we discussed above, it’s important for you to know about the advanced call center software configuration. Here are some of the advanced features that your small business may need in the future, or now, based on your needs:

Agent to agent calling: This feature allows agents to call anyone on their team with just one click. They can check their team members’ status before calling to ensure that the receiver is available to take the call. This increases efficiency as agents are able to provide better customer service by collaborating with each other, which also boosts overall team productivity.

Email, chat, and text: This functionality empowers agents to answer customer queries and manage requests across platforms, such as email, chat, or mobile apps, from a centralized interface.

Intelligent reconnect: This feature automatically reconnects the customer back to the agent in case the call gets dropped or disconnected. If the agent is unavailable the second time, the caller is placed in front of the call queue to minimize the waiting time.

Social listening: This feature lets your agents listen to customer issues online using predefined keywords and hashtags on social media. Social media posts are immediately routed to agents and prioritized so that they can provide immediate resolution to customers. The feature also allows you to identify the problem areas based on the online feedback and then use it for improvement.

Disposition codes: This functionality allows users to choose a disposition code and add a note regarding the content of the call, indicating the status of the call such as transferred to IT, not interested, and issue resolved. The notes are added into the caller’s individual activity and the recent calls list for everyone to see.

Key question to ask your vendor before you buy: What are the other advanced software configurations you offer that are beneficial for small businesses?

Key call center software industry trend

AI, machine learning to enhance agent productivity: Artificial intelligence (AI) and machine learning can make your agents more efficient with a better understanding of the customer and their needs. 

The benefits of these technologies are twofold. On one hand, AI offers customer self-service options to provide the right information at the right time. On the other hand, it predicts customer behavior on the phone and provides recommendations to agents on how to deliver messages so that issues are quickly resolved.

Fifty-three percent of small and midsize businesses are already using, or plan to use, AI technology by 2020-2021. Keeping this in mind, small businesses should start utilizing AI data insights and combine it with personal customer support from agents. It will give them the much-needed competitive edge in the market.

Key questions to ask your vendor before you buy: How are you planning to further integrate AI and machine learning into your software?

Research methodology

We referenced the following documents while creating this guide:

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