Call Center software enables the running of inbound, outbound, or blended call centers. Most call center softwares include computer telephony integration (CTI), an automatic call distributor (ACD), interactive voice response (IVR) systems, skills-based routing, call queues, call monitoring, recording, and barging, whisper coaching, predictive dialers, click-to-call, real-time and historical reporting, and call analytics.
Automated screen pops provide call center agents with information on the caller or recipient - for inbound calls this may include the caller ID, account details, call history, open tickets, information entered through an IVR system, and for outbound calls, they can display the recipient’s name, purpose of the call, and other relevant information. Screen pops provide agents with information to expedite call resolution, and enable personalization of calls from the moment they are answered.
ACD or call routing systems can direct calls to agents according to customizable routing rules, with software commonly offering time-based, skills-based, and round robin routing options. Calls can also be routed to different departments, teams, or agents based on the IVR options selected by the caller. IVR systems allow organizations to collect additional information from callers, to identify, segment, and prioritize callers, or solve caller issues without agent involvement. By combining these features, call center softwares make it possible to automate the resolution of customer queries and issues, and optimize the routing of calls to available agents, allowing companies to handle high call volumes.
Calls can be recorded manually or automatically, and used to maintain regulatory compliance, train agents, and for quality assurance. Real-time call and agent monitoring also allow users to assess agent performance and maintain quality standards, with whisper coaching to provide assistance or information to agents, and call barging to let managers intervene directly in calls.
Some call center softwares offer additional features including call accounting, conference calling, voicemail and transcription, help desk and ticketing tools, call scripting, customizable and toll-free phone numbers, call forwarding, and integrations with third party services and applications. Additionally, many contact center solutions include call center features combined with multichannel communication across live chat, email, social media, SMS messaging, and more.
GetApp's Category Leader ranking is for business owners and decision makers looking for a comprehensive list of the leading cloud-based software products in the industry.
The ranking serves as a point of reference highlighting key factors that small businesses should look at when assessing a piece of software. These factors include user perception (reviews), compatibility (integrations and mobile compatibility), market presence (media presence), and security features (security).
An app's score is calculated using five unique data points, each scored out of 20, giving a total score out of 100. The ranking and scoring methodology ensure complete impartiality and independence from any relationships that GetApp has with app vendors.
Review scores are calculated using reviews collected from GetApp and its sister sites, Software Advice and Capterra. Scores are calculated based on the total number, average rating, and recency of reviews.
The number of reviews and average user rating are scaled against the category average. A weighting is then applied to reward recency of user reviews: reviews written in the last 6 months score up to 10 points, those written between 6 and 12 months ago score up to 6 points, and those more than 12 months old score up to 4 points. These numbers are added together to give a total maximum score of 20.
Integration scores factor in a number of variables. Up to 16 points are awarded based on the number of integrations an app has; the first 10 points are awarded based on the number of integrations relative to the category average, while 4 points are awarded based on the number of integrations relative to the leaders in the category. An additional 5 points is awarded for an integration with Zapier, a widely used software integration platform, while an extra point is given for having an open API. The total possible score for integrations is 20 points.
Mobile scores are calculated based on the availability of an iOS and Android app. 5 points are awarded for the presence of each app, with an additional 10 points being awarded for the number and average rating of reviews in both the App Store and Google Play. These review scores are calculated and scaled against the competition for a maximum of 5 points per platform and an overall maximum score of 20.
If there isn't a native iOS or Android app, the product's website is assessed using Google's PageSpeed Insights to measure mobile usability. The score is returned out of 100, then scaled to a score out of 5 for a maximum of 5 points.
Media presence is calculated using the number of Twitter followers and Facebook fans that an app has. The number of fans and followers are added together, and each app is scored based on this overall number, compared with others in the category. The first 15 points are awarded for the combined number of followers and fans scaled against the category average, while the final 5 points are awarded for the combined number of followers and fans scaled against the top leaders in the category. These two scores are added together for a total out of 20 points.
Security scoring is calculated using answers from a vendor-completed survey. The questions in the survey are based on the Cloud Security Alliance self-assessment form as part of the Security, Trust & Assurance Registry. With 15 questions, each answer is assigned a point value based on vendor response, with additional points given for security certifications, for a maximum possible score of 20.
In the event of a tie, each data point is weighted for importance, with security taking precedent, followed by reviews, integrations, mobile apps, and media presence, respectively.
*All data points combining calculations for both ratings and reviews are calculated using a Bayesian estimate, which is a weighted average that includes the number of reviews and the rating of an app, benchmarked against others in the category.