Most call centers run on fully cloud-based software these days. The main advantage of this is that you can have your operators log in from anywhere and get to work right away. At least that’s what the very best call center software offers you.
If your business has any call center component to its operations, you’re going to enjoy the list we have for you today. Although “call center” doesn’t have to be understood in the traditional sense.
Modern call center software also allows you to contact your customers via other channels, and acts more as a way to keep all communications neatly organized in one place.
Features to expect from the best call center software
The best call center software should support your team and let them work productively, while also reaching your customers effectively. Needless to say, it should match your needs exactly and make it possible to customize your experience with the software.
Here are some pointers as to what features to look for while checking out the best call center software for your company:
- Call records – logging calls and recording them for later reference.
- Queuing calls – managing incoming calls, and escalating them where necessary.
- Automated dialing for outgoing calls – manual, predictive, progressive.
- Chat routing – routes calls efficiently to the right agents / departments, either automatically or by allowing customers choose from menu options.
- Cloud-based setup – your operators must be able to log in from anywhere just by using a normal laptop.
- Security – you’re dealing with sensitive data of your customers’. The call center software you’re using has to be built with the highest security standards.
- Multi channel support – after the desk logs the call, agents can follow up later via email, live chat and social media. This way, the customer has a smooth experience.
- Stats, analysis and reporting – gives insight into call metrics and gleans trends from it. This will help management identify weaknesses, new trends, repetitive issues and course correct.
- Integration with CRM tools in your kit – for managing calls, lead generation, sales campaigns and more.
- Supervisors need to have an overall view and be able to intervene when necessary.
12 of the best call center software ?
RingCentral
? Pricing:
Basic (Inbound Voice only); Advanced (Inbound Voice and Omnichannel); Ultimate (Inbound, Outbound and Omnichannel); contact sales for pricing
? Key features:
- Omnichannel routing
- CRM software integrations
- Agent management software
- Actionable call center reporting and analytics
- Real-time collaboration with cloud technology
- Team collaboration via message, video and phone
- Permission-based access
- Advanced outbound dialing capabilities
- Agent scripting
- Advanced campaign management
? Pricing:
Sprout – free (for startups); Blossom $15 (small teams); Garden $29 (growing teams); Estate $45 (large teams); Forest $69 (enterprise)
? Key features:
- Accessible to customers through local phone numbers
- Route calls to voice mail
- Share phone numbers across multiple users
- Segment calls with multi-level IVR
- Voicebots to answer calls
- Lets callers know their position in the queue
- Automate call distribution
- Supervise with real-time dashboard
- Call recording and interaction history
- Option to customer to skip IVR and reach preferred agent directly
? Pricing:
Pay only for what you need based on usage, seats and features; contact sales for pricing
? Key features:
- Intelligent chat routing
- Omnichannel messaging
- CRM integration
- Open platform APIs
- Predictive dialer
- Simple and user friendly interface
- Completely customizable and scalable cloud solution
- On-screen caller info
- Real-time reporting and historical analytics
- Stringent security levels
? Pricing:
Lite $15 (small teams); Basic $24 (medium businesses); Pro $39 (established firms); Enterprise (big companies); price is per user, per month (paid annually)
? Key features:
- Data-driven phone system to quickly resolve issues
- Click-to-call widget to synchronize calls across devices
- Integrates with your favorite platforms
- User-friendly interface
- IVR system to route incoming calls
- Maintains call history
- Easy onboarding for new hires
- Local phone numbers in 60+ countries
- Outbound phone system
- Integrates with Shopify and Magento
? Pricing:
Support (customer support tickets); Support Suite (social messaging + omnichannel); Custom built; rates start at $5 per agent, per month
? Key features:
- Web, email, mobile and social media channels
- Customer context
- Apps and integrations
- Analytics and reporting
- Voice and SMS
- Skills-based routing
- Advanced security and compliance
- Social media messaging
- Multiple ticket forms
- Roles and permissions
? Pricing:
Professional (Small and medium centers); Professional Plus (APIs to integrate with Business Intelligence tools); Enterprise (Customization); starts at $65 per user, per month
? Key features:
- Business transformation services
- 60+ integrations, including Salesforce
- Real-time dashboards
- Real-time and historical reporting
- Access to 50+ AppConnect partners
- Outbound dialer
- Omnichannel
- Agent Assist, Virtual Agent
- Phone messaging
- AI-infused solutions
? Pricing:
Voice $90; Omnichannel $110; Advanced $150; rates are per user, per month
? Key features:
- Omnichannel routing
- Automated call distribution
- Interactive Voice Response
- Predictive dialer
- Virtual agent
- Speech analytics
- Customer experience analytics
- Screen recording add-on
- One interface for voice and digital interactions
- Integration with mail, messaging and third party software
? Pricing:
Free (for 3 agents); Standard $12; Professional $20; Enterprise $35; rates are per user, per month (billed annually)
? Key features:
- Records all incoming and outgoing calls automatically
- Calls get logged as voice mail
- Multi-channel
- AI for voice response, call tagging and more
- Monitor stats from a single dashboard
- Multi-brand help center
- Embeddable self-service
- Team collaboration
- CRM integration
- Time tracking for each ticket
? Pricing:
Starter $15; Essential $20; Expert $35; rates are per user, per month (billed annually); 14 day free trial
? Key features:
- Unlimited inbound and intracompany calls
- International numbers in 70+ countries
- Automated call distribution, skill-based routing
- Unlimited call queuing, smart queuing
- Real-time client dashboard
- Integration with other systems, including Salesforce
- Advanced analytics with unlimited history
- Power dialer, smart dialer
- Call barging and call whispering
- Mobile app
? Pricing:
Free (starter business tool); Special Plans $19-$55 /mo (2-24 users); Business Plans $79-$159 /mo (50+ users)
? Key features:
- Free inbound phone calls
- Cheap outbound calls
- Automatic dialer
- IVR detailed call history
- Forward calls to employees’ mobile numbers
- Create leads for missed calls automatically
- Rent phone numbers or use your own
- Help desk and ticketing
- Flexible access rights for different agents
- Mobile and desktop app
? Pricing:
Free (any number of users); Ticket $15/mo/user; Ticket+Chat $29/mo/user; All-inclusive $39/mo/user
? Key features:
- Real-time chat
- Built-in contact forms
- Track and respond to messages on social media
- Tag and assign tickets automatically
- Fast chat widget
- Record chats and maintain chat history
- Call queuing and callbacks
- Interactive voice response
- Integration with VoIP partners
- Integrated video chat
? Pricing:
Starter $40/mo (2 users); Professional $320/mo (5 users); Enterprise $1200/mo (10 users); billed annually
? Key features:
- Central dashboard for complete overview
- Automatic chat routing
- Prioritize chat requests to deal with critical issues
- Collaborative inbox accessible to entire team
- Create and track tickets
- Feedback surveys
- Chat bots to improve efficiency
- Built-in reporting tools
- Set up and track goals
- Canned snippets and email templates
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