Are you looking for call center software for your business?
Many customers like to reach out to businesses by phone to get information or help. Having a call center service for your business can streamline your customer support and provide a better user experience.
In this article, we’ll share the top call center software so that you can select the best option for your business.
Offering customer support through phone calls is a great way of helping your users. However, it can be hard for small businesses that are quickly growing to handle a large volume of phone calls.
With the help of a call center software, you can respond to multiple phone calls at once, answer customers questions more quickly, help your sales team reach a larger audience, improve the overall support process, and increase customer satisfaction.
There are a few features you should look for when selecting a call center software for your business, such as:
That said, let’s take a look at some of the best call center software you can choose for your business.
With the Nextiva contact center solution, you also get screen popups that can be tailored according to your brand. There’s also a speech-enabled IVR feature that helps customers when they contact you.
You can take IVR a step further and automate routine tasks. This way, you can reduce the cost of hiring more agents and efficiently handle high call volumes. It also allows support agents to focus on attending important calls while IVR solves repetitive problems.
Besides that, Nextiva also allows us to send text messages and connect with customers through its video conferencing features.
Expert Review: In our experience, Nextiva helps provide exceptional customer experience and offers a complete cloud-based business phone service, which makes it the best call center software.
It offers an omnichannel solution where you can define rules to route calls based on capacity, availability, and more. This way, you can speed up your customer support and easily have customer interactions on multiple channels at once.
Another advantage of using RingCentral is that it provides detailed analytics about your customer support performance. You can monitor key performance indicators (KPIs) in real-time, track agent performance, set up call monitoring, self-service resources, and more.
Ooma makes it very easy for you to set up a cloud call center and provide exceptional customer support. It provides intelligent call routing functionality and lowers long call queues by helping customers find the right agent without going through repetitive or redundant steps.
You can also create customized call flows for your support team. The service offers a drag and drop call flow designer that helps you build a call sequence in a few minutes.
Other than that, Ooma also offers features like multi-level IVR and automatic call distribution based on caller data, business hours, and agent skills. You can even match callers to the right agent with intelligent reconnect, where the customer is automatically connected with the person they were speaking to before the call dropped.
Ooma also lets you monitor your customer support performance. However, it doesn’t match the 45 different reporting features and reports that Nextiva has to offer for measuring your VoIP call center efficiency.
Expert Review: Ooma is a great solution for small to medium-sized businesses looking to add a call center solution.
FreshDesk Contact Center software, previously known as Freshcaller, is easy to use and helps you set up the software in just a few clicks. It also offers many features like setting up automated voice responses using artificial intelligence.
With FreshDesk, there’s an option to create a global contact center. You can use bring your own phone (BYOC) or purchase phone numbers from over 90 countries. Plus, it offers affordable pricing plans that you can scale as your business grows.
Other than that, it’s a complete omnichannel solution for your customer support. You can convert a call to a ticket and offer support to users from multiple channels in a single place while lowering wait time.
More features offered by FreshDesk include call recordings, call transcripts, call lifecycle information, voice bots, speech-enabled IVR, reporting tools to monitor agent performance and improve customer support, and more.
Expert Review: FreshDesk is a beginner-friendly call center solution. However, if you’re looking for more powerful features, then we recommend checking out Nextiva.
With LiveAgent, you get a cloud-based call center solution. The VoIP phone system helps your support agents to connect with customers from anywhere.
Expert Review: If you’re looking for affordable pricing plans along with a free trial to test the software, then LiveAgent is the perfect tool for you.
What this means is that the service is reliable and guarantees faster performance without any delays or downtime. Besides, it has 35 data centers located globally to provide great quality of service.
8×8 call center pricing plans are on the expensive side, as they start from $85 per user per month. If you want a more affordable solution, then you’ll get more value for money using Nextiva.
Expert Review: 8×8 is a powerful virtual phone platform that offers a robust call center solution. It is great for SaaS enterprises and large organizations.
Other features offered by CloudTalk include call queuing, call recording, voicemail, adding extensions, fax to email, business hours, conference calls, call masking, 3-way calling, smart outbound auto dialer, and more.
You also get intelligent routing features like a complete call flow designer to create automated workflows, IVR, ACD, skill-based call routing, set a preferred agent for clients, call forwarding, VIP queues, auto-answer functionality, and more.
Expert Review: CloudTalk is a dedicated call center software. You can use it to provide inbound support, outbound sales, and easily collaborate with remote teams.
It offers powerful features that go beyond simply creating a call center. Nextiva is a complete virtual phone solution for businesses that want to take their customer support to the next level.
You get IVR, call recording, video conferencing, mobile and desktop apps, detailed reports and metrics to track performance, and so much more with Nextiva. Plus, it easily integrates different CRMs and marketing tools.