Whenever we discuss the call centers, the main question that we all remember is What Software Do Call Centers Use? The Call Center software does more than just connect agents to customers. It includes many features to support every part of a contact center. Whether you handle incoming, outgoing, or both calls, this software can help you improve your customer support to provide excellent service.
Best Call Center Software:
Modern contact centers manage more than just phone calls. They use one system to handle many types of communication, making it easy for customers. In the past, only large companies could afford physical call centers.
Now, the software allows smaller businesses and those without fixed offices to have virtual call centers. It reduces initial costs for on-site centers as well. The best call center software works with your current phone systems, so you don’t need to upgrade everything to use it.
Here I am going to tell you about the best call center software. So, let us learn more about call center software. These software are also known as the best call center platforms.
Incontact:
Incontact is a multichannel cloud platform, here is the website of this software https://uk.niceincontact.com/
- Link training to eLearning assignments
- CXone Reporting and Analytics
- Workforce management
It offers various call routing features, like IVR, and has workforce management tools to schedule agents based on their skills. You can also connect it to eLearning, which helps train new staff regularly.
It integrates well with popular CRM applications, and its CXone reporting and analytics let you track many standard metrics. Moreover, it is suitable for both small and large businesses and supports both incoming and outgoing calls. It includes predictive dialer tools and call suppression.
TalkDesk:
Here is the link to the TalkDesk Website. https://www.talkdesk.com/
- Automated workflows
- Agent-focused desktop
- Voice analytics
TalkDesk is a top call center software for large businesses. It handles many agents and calls. Its user-friendly interface supports easy navigation and Salesforce routing.
It boosts agent productivity and customer satisfaction with AI voice analytics, detailed reporting, and real-time data capture. It works well for both incoming and outgoing calls, featuring a strong predictive dialer and flexible call prospect lists.
TalkDesk’s ‘clicks not code’ approach suits support teams with little technical knowledge. It makes AI features and advanced tools easy to use.
Freshcaller:
The Fresh Caller website: https://www.freshworks.com/
- Five pricing tiers
- Buy international, local, toll-free, and vanity numbers
- Mobile app
FreshCaller’s main benefit is its free basic plan. While you must pay for phone numbers and calls, it supports unlimited agents and offers features like caller ID, notifications, call notes, custom greetings, and call metrics. However, this plan lacks omnichannel support.
You can mask numbers and buy local, international, toll-free, and vanity numbers, making it great for call-focused businesses. But without omnichannel support at lower prices, it’s not ideal for businesses using multiple communication channels.
It’s a good choice for small businesses and start-ups needing a strong call-handling system on a budget but not the best for larger companies.
CloudTalk:
The CloudTalk website: https://www.cloudtalk.io
- CRM and e-commerce integration
- Custom call queue creation
- Click-to-call and predictive dialer
CloudTalk offers many customizable features, making it ideal for businesses wanting control over their call center. You can create custom call queues and use automatic call distribution (ACD) to route calls based on your rules. You can even route specific calls to preferred agents, ensuring clients can speak directly with their usual contacts.
Other features include personalized voicemails and greetings to enhance your brand experience. Key features like click-to-call, real-time customer information, and a predictive dialer are included, but check the pricing plans as lower tiers have fewer features.
Bitrix24:
The Website of Bitrix24 is: https://www.bitrix24.com/
- CRM automation
- On-premise or cloud options available
- Omnichannel support
Bitrix24 offers desktop and mobile apps that support various social media networks like Facebook, Messenger, Instagram, Skype, Telegram, and Viber.
This software includes extensive CRM automation, which is great for teams without an existing CRM. It provides pipeline management, sales reports, sales automation, marketing campaign tracking, and tools for managing quotes and invoices.
The contact center features live chat support, intelligent routing, and metric reports. However, the advanced functionality comes with higher prices, so it might not be worth it if you don’t need the CRM features.
Dixa:
The Dixa website is https://dixa.com/
- Runs in browser
- Auto-scales
- Intelligent routing
Dixa operates directly in your web browser, making setup easy and allowing it to run anywhere. Its cloud-based system auto-scales, so you only pay for what’s in use, and you can add or remove agents and channels without extra cost, making it efficient for scaling.
It offers strong call support with ACD, call recording, and barge-in capabilities, and it works with email, live chat, WhatsApp, and Facebook Messenger. It integrates with popular e-commerce and CRM platforms, along with productivity apps.
Zendesk Talk:
The ZenDesk Website: https://www.zendesk.co.uk/
- CTI toolkit allows for customization
- CRM with dedicated call solutions
- Omnichannel support
Zendesk Talk is a call center solution that originated from a CRM platform. It offers standard features like interactive voice responses, real-time monitoring, and call routing. It’s beneficial for teams with frequent callers because it allows for advanced customer information retrieval before interactions.
One advantage of Zendesk Talk is its flexibility to start fresh or integrate with existing systems. Being cloud-based, it’s quick to set up and has an app gallery for customization.
Hubspot:
The Hubspot Website: https://www.hubspot.com/
- Click-to-call
- Automatic call logging
- Omnichannel support via Conversations inbox
HubSpot is mainly known as a CRM solution but offers many tools that make it a comprehensive choice for contact centers. It’s great for sales teams with click-to-call features, CRM data for call prioritization, and daily call queues. It also supports email scheduling and live chat.
Their ServiceHub includes a universal conversations inbox and a help desk with automation and reporting. This allows you to turn queries into tickets and manage them efficiently. While less conventional, HubSpot’s free tools are worth trying for sales or service solutions.
RingCentral:
Website link to the Ring Central: https://www.ringcentral.com/
- Cloud-based for remote work
- Wide app selection
- Omnichannel routing
- Strong outbound dialing
- Advanced IVR
- Detailed analytics
- Workforce optimization
- CRM integrations
- AI and self-service
- Deep UC platform integration
- RESTful APIs
RingCentral is a cloud-based solution with omnichannel support and CRM integration. It emphasizes skills-based call routing, supervisor tools, and agent management. Its large app gallery allows for extensive integration and customization.
The pricing options cater to different business sizes, and its Workforce Optimization Pro tool enhances team performance and customer engagement.
Twilio Flex:
The Twilio Flex website: https://www.twilio.com/
- Fully programmable
- Omnichannel support
- Real-time recording transcription
Twilio Flex offers extensive customization, making it ideal for those seeking complete control over their contact center. It integrates with various software and allows data retrieval through APIs. Custom metrics, KPI monitoring, and personalized reports can be added. It supports multiple channels like SMS, voice, WhatsApp, and more in one interface.
However, this level of customization might be too complex for smaller businesses. With pricing at $1/active user hour or $150/named user per month, it may not justify the cost for some.
FAQs:
What Software Do Call Centers Use?
Some very popular software that the call centers use are given here:
- Incontact
- TalkDesk
- Freshcaller
- Bitrix24
- Dixa
What systems are used in call centers?
- Automatic Call Distributor (ACD)
- Interactive Voice Response (IVR)
- Customer Relationship Management (CRM) Software
- Call Recording and Monitoring
- Predictive Dialer
- Workforce Management (WFM)
- Knowledge Base
- Reporting and Analytics Tools
- Multi-channel Support
- Quality Management (QM) Software
Do call centers use CRM software?
Call center CRM is a software tool for agents to improve customer experience and work faster. It stores customer details like accounts and interactions.
Conclusion:
The above article explains What Software Do Call Centers Use. I have almost given the 10 best software for call centers. These are known as the most famous software that is often used. I hope you can find this article helpful. Make sure to go through the whole article and get the answer to your needs. Thank you for the precious time you spent there.
Must read this article: What are call centers
