The best call center software on the market today
Choosing the best software for your call center can significantly benefit your business, but it’s possible that some of their key factors have flown under your radar.
Effective call center software helps you easily handle customer calls, texts, and emails in one central location.
Before we delve into the best software options for call centers in 2023, it’s important that you understand how call center software can boost your business.
Call center software is a technology solution that you can use to manage incoming and outgoing customer communications. It can improve the efficiency and effectiveness of customer support operations by streamlining communication across channels.
With call center software, your organization can route calls to the appropriate agent and manage call queues. You can also automate responses through interactive voice response (IVR) systems.
A typical call center solution provides agents with the tools to handle customer inquiries, complaints, and support requests.
The best call center software can improve customer service efficiency and effectiveness and increase customer satisfaction and loyalty.
A modern call center phone system provides a flexible and scalable solution for managing calls and can improve customer service and increase efficiency.
Cloud-based call center solutions use VoIP (Voice over Internet Protocol) technology to make and receive calls over the internet rather than traditional phone lines. A service provider hosts a call centre phone system on a remote server.
Your chief technology officer (CTO) will set up the system for you. Depending on how your customers communicate, they’ll prioritize features like IVR (Interactive Voice Response), call routing, call queuing, and call recording.
After setting it up, your agents can log into the system using a computer or a mobile device. They can then make and receive calls using a softphone (software application that's installed on an internet-connected device to make phone calls) or a physical desk phone.
When phoning the call center, the IVR prompts your customers to select an option or enter information using their phone's keypad.
Then the call is forwarded to an available agent based on the CTO's routing rules, such as language preference, skill level, or time of day.
When your agents answer a call, they can view the customer's information on their screen and use the system's features to handle the call; transfer it, put the customer on hold, and even record it.
The system automatically generates reports on metrics like call volume, wait times, and agent performance at the end of the call.
If no agents are immediately available, the call is placed in a queue, and the customer is given an estimated wait time.
A call center phone system gives your business a personalized and efficient customer service experience. Customers can quickly connect with your agents, who can address their needs and concerns.
Additionally, the system's call recording and reporting features can provide valuable insights into customer behavior and preferences, informing marketing strategies. They can even help improve your agent’s sales mindset.
With these analytics, you can identify areas for cost saving and optimization, such as identifying high call volume times and adjusting staffing accordingly.
Call center software can also offer multichannel support like live chat and email.
You can easily scale the best call center softwares up or down as your business grows or changes. The system can accommodate fluctuating call volumes and staffing needs.
You can expect flexible pricing models and subscription-based payment structures to suit your specific needs.
Call center software simplifies the process of handling calls and helps your business easily track activities.
Here are some essential features you should look for when buying call center software.
The best call center software must have an intuitive IVR system; easy to use and flexible enough to allow you to customize it for different types of calls or situations.
An IVR system allows you to interact with your callers. It’s a computerized telephone menu you can use to initiate contact with your customers. You can use IVRs can in many ways, including taking orders, providing information and collecting data.
Since it’s automated, you’ll save time and money, but more importantly, it will give your business the professional image it needs.
IVRs can also gather all the relevant information from a customer before connecting them with an agent. This allows agents to focus on higher-level questions and issues rather than repeating basic questions other customers ask throughout the day.
A robust IVR system allows you to automate most customer interactions and route them to the correct department or agent.
Inbound calling is becoming increasingly popular for businesses that rely on customer service and support. Outbound calling is also a must-have feature to contact customers, and improving outbound call center performance can be a game-changer.
Good call center software should handle both inbound and outbound calls. Most implement an integrated contact center agent console for this function.
The agent console allows your agents to view, select and handle incoming calls and make outgoing calls.
Your call center managers need detailed reports to understand their operations and make informed decisions.
Therefore, the best software for call centers should give you a detailed breakdown of call statistics and satisfaction rates in real-time. The reports should be customizable so your agents can view relevant information.
The reports can help you to see how your operations perform on a day-to-day basis while keeping an eye on the big picture.
Tracking metrics like time spent on calls and average handle time will help you see where you can improve or provide additional training or coaching to agents.
Call logging keeps a record of all the calls handled by your agents and tracks the duration of each call. You can use this data to improve agent performance and provide valuable insights into your customer service processes.
Call logs are also essential for performance management. The best software for call centers enables you to search and analyze call history to identify trends affecting your agents' performance.
Call center analytics is often one of the most important metrics, and your call center software needs to provide detailed insights into calls.
For example, you may want to track average handle time, total call volume per day or week, and other key performance indicators (KPIs). These features are found in many modern call center software solutions, allowing you to keep tabs on your team's performance and adjust as needed.
The best call center software allows your agents to contact customers via phone, email, text message, and even social media. The more ways you can reach out to customers, the better your service will be.
To stay ahead of your competition, you must ensure your customers are satisfied with your services. This means that you need to ensure they can easily reach out to you when they need assistance on any matter related to your business.
CRM (Customer Relationship Management) integration makes all customer information from one hub accessible anywhere in your organization. Other business processes, such as marketing automation and sales management, can use the data from your CRM.
If your call center doesn’t have a CRM integration, it won't be able to access important information about customers' histories or preferences. This makes it harder for agents to understand what customers want and need from them.
The best call center software should provide an easy-to-use interface accessible from any device. In addition, it should offer mobility solutions that enable agents to use a tablet or smartphone for taking calls, entering data, and accessing customer information.
You'll also want to consider how much data you need to store and how many users will be on the system at a time. If you have a large call volume, you'll need a system to handle massive amounts of data concurrently.
Your call center software should allow you to set up different types of queues for different departments. In addition, the software must allow you to customize each queue based on different parameters such as caller ID, time zones or even specific dialing codes.
For example, you may have one queue for customer support and another for sales inquiries. You can then assign agents or groups of agents according to their skill level and expertise so that customers receive the best possible service.
While call center software has advanced over the years, the concept of on-premise and cloud-based software remains the same. But which option is right for your business?
Cloud-based or hosted call center software can be accessed from any device with internet access, including desktops, laptops, tablets and smartphones.
The company does not need to purchase servers or hardware to use the system. The cost for hosted call center solutions is typically less than traditional on-premise call center software.
On-premise call center software requires installing the system on your servers or computer network. You must pay for the necessary hardware upfront and maintain it over time. This type of solution is more expensive than cloud-based call center software since.
Call center software has evolved from just a call-tracking system to a complete CRM solution for lead management, sales, and marketing automation. This means businesses can now use these tools to help them reach out to new customers better.
Here’s our round-up of the best call center software for your business this year.
AutoReach Call is one of the best software for call center marketing. The cloud-based call center solution helps you to manage and grow your business. You can expect call center capabilities like auto attendant, voicemail-to-text transcription, IVR and call recording.
This software has been professionally designed to ensure seamless and efficient call centre operations.
You can integrate this call center software with Salesforce, Slack, Hubspot, and other tools for productivity and collaboration.
It comes with Headless CRM, so you don't have to worry about disruptions to your current CRM system.
Its lead routing feature ensures your leads get directed to the right agents for better customer service. Cadence SMS allows personalized and automated messages to be sent to your leads, making follow-up a breeze.
AutoReach also boasts a power dialer to make hundreds of calls in minutes. It eliminates the need to dial numbers manually and massively increases productivity via automated dialing.
You can schedule callbacks or record voicemail to meet your customers' needs.
With AutoReach’s advanced Campaign Management feature, you can easily set up and monitor your call center campaigns all in one place for higher conversions.
But that's not all. With AutoReach’s broadcast SMS feature, you can reach a large group of customers with just one message.
Other features to expect with AutoReach include:
There’s even a Chrome Extension for this software. You can seamlessly integrate AutoReach into your browser for even smoother use. This software is ideal for both small and large businesses and even enterprises.
With Talkdesk, you can reduce costs, increase agent productivity and improve customer experience without any hardware or software installation required. Some of the best Talkdesk features include:
The platform provides real-time data and insights into call center performance. It empowers managers to make data-driven decisions and optimize their operations.
The software also offers many integrations with other business tools and software, including Salesforce, Zendesk, and HubSpot. These integrations make it easy to streamline your workflow.
However, this software doesn't offer extensive customization options. If your business has specific needs beyond what this platform offers out of the box, it may not be suitable for you.
Dialpad call center software enables agents to connect and interact with customers, agents, and managers to resolve customer service issues.
Dialpad offers a full stack of communication tools, including telephony, chat, video calling and more. Some of the key features to expect include the following:
Dialpad's advanced call routing feature ensures that calls are directed to the right agent, reducing call wait times and improving customer satisfaction.
The software provides detailed call analytics that helps managers track call volume, agent performance, and customer satisfaction.
The analytics dashboard is customizable, allowing managers to track relevant metrics to their business.
You can expect a user-friendly interface and good customer support. Dialpad integrates with various other software, making it easy to incorporate into your existing workflow.
However, Dialpad's coverage is limited to a few countries, which may not be ideal for businesses with a global presence.
Vonage is a cloud-based call center software that offers a range of features such as AI-powered dynamic call routing, call logging and recording, and CRM integrations. Its call transcribing feature empowers you to accurately track issues to ensure highly personalized support and higher satisfaction rates for your customers.
Vonage has a user-friendly interface and is easy to set up. It also integrates with various other software, including Salesforce, making it easy to incorporate into your existing workflow.
Other Vonage features to expect:
If you’re looking for an affordable and customizable solution, this call center solution is great for businesses of all sizes.
Zoom Contact Center is a cloud-based omnichannel call center software that delivers speedy personalized and secure customer experiences around the world. Zoom Contact Center has many features, including:
The software also provides real-time analytics on KPIs such as handling times and issue resolution rates.
The analytics dashboard is readily customizable, allowing managers to track relevant metrics to their business.
It’s a great choice for large enterprises looking for an advanced, customizable solution at an affordable monthly fee. You can tweak the functionality of this call center software by adding integrations with third-party applications such as ServiceNow, Salesforce and Zendesk.
While Zoom Contact Center integrates well with popular business tools, it may not have the advanced call management features you need in your industry.
Zendesk is a well-established call center workspace solution that has been around for many years. It provides you with all the tools to manage your calls, chats, and emails. Other Zendesk features include:
Thanks to its comprehensive reporting tools, you can track meaningful KPIs like customer satisfaction rates using Zendesk.
Zendesk also integrates with various other software, making it easy to incorporate into your existing workflow.
It's easy to use and has excellent customer service, but it can be pricey if you want more customization options.
Zoho Desk is a cloud-based browser-accessible customer support solution that offers a range of features such as ticket management, chat, and social media support.
You can expect IVR capabilities, including phone recording, forwarding, or holding. Zoho Desk also enables queue management, and you can integrate it with your favorite CRM.
Another great feature of Zoho Desk is its knowledge base, which provides a central information repository for agents and customers.
Zoho comes with a host of other features for:
Zoho Desk offers 24/7 customer support if you have questions about using the platform or need help troubleshooting an issue with one of their products.
One of the standout features of LiveAgent is its ability to centralize all customer support channels, including email, chat, social media, and phone calls, into one platform.
This Omni-channel customer support means that agents can easily manage all interactions from one dashboard, improving efficiency and customer satisfaction.
The software also includes IVR and call recording features, making it easy for businesses to manage and analyze their call center operations.
Live agent offers a robust ticketing system that allows agents to track and prioritize customer inquiries. The software also includes real-time chat translation, making it easy for businesses to support customers in multiple languages.
Other noteworthy features here include:
However, this software has limited customization options. You may need to look elsewhere if you want more control over how the software looks and functions.
GoTo Connect is a cloud-based communication platform that offers a range of features, such as voice, video, and messaging. It’s an excellent choice for small businesses looking for an all-in-one solution.
You can expect many features, including:
GoTo Connect has a user-friendly interface and offers good customer support. It also integrates with several other software platforms, making it easy to incorporate into your existing workflow.
The software integrates seamlessly with tools like Salesforce and Zendesk for centralized customer interactions.
Managers can also monitor calls and provide quality assurance feedback to agents, ensuring quality service delivery.
While GoToConnect provides basic reporting features, it lacks advanced reporting capabilities that can provide the in-depth insights into call center performance your business needs.
NICE CXone helps businesses improve customer service operations and deliver better customer experiences.
It offers comprehensive features, including:
The software also provides powerful analytics that helps managers track agent performance, customer satisfaction, and call volume.
NICE CXone is scalable, making it ideal for businesses of all sizes. Businesses can add or remove features as their needs change, ensuring they only pay for the features they use.
However, setting up NICE CXone can be complex and challenging if your business doesn’t have a dedicated IT staff.
There are many call center software, but the best ones offer you powerful dialers, massive integrations and insightful metrics to grow your business.
The best call center software to try for free is AutoReach, a powerful call center framework with a VoIP dialer, customer analytics and CRM integration.
We're passionate about modernizing sales contact centers and helping businesses improve the customer experience to boost sales and reduce CEO anxieties. Check out our Free Trial today!
Learn how AutoReach can take your outbound to the next level