We look at the best call center software currently available, that will help provide small and medium businesses with an enterprise-grade telecoms solution at a fraction of the price.
The best call center software can provide an enterprise-grade telecoms experience for small to medium-sized businesses. Call centers used to something only enterprise companies could afford, but cloud-based phone systems can now also offer a an accessible and affordable call center solution, to make it easier to manage all customer and staff communications. As it’s all driven by software, this means no expensive outlay of hardware costs, let alone constructing your own call center. Additionally, as it runs from your existing business phone system, this means all of your communications can be handled by the same software and phones that you are already using. Standard features will include all forms of call routing which should normally include interactive voice response (IVR) and on-hold messaging, among other things. Also note that some call center service providers offer complete SaaS platforms, such as Contact Center as a Service (CCaaS) and Contact Platform as a Service (CPaaS). Additionally, using the same software platform means being able to collect and analyze data regarding all aspects of your business communications, from KPIs for phone agents, through to workflows that result in the best customer resolution. The result is the ability to generate reports on efficiency and productivity and have clear ways in which to improve both. The fact that a call center can now be run through a software solution means that the market place is becoming increasingly crowded, with existing VoIP providers jostling with legacy phone companies to offer a plan for you. To help make the decision-making process simpler, we feature the best call center software solutions below. RingCentral offer one of the most innovative of the cloud-based phone platforms, and the RingCentral Contact Center software is no exception. The platform is designed around a number of core features, such as true omnichannel routing, CRM software integrations, agent management software, as well as the inevitable reporting dashboard and analytics. What sets RingCentral apart from many competitors is that the service has been built in the cloud for the cloud, avoiding some of the technical problems that have plagued other vendors who have tried to migrate legacy systems online. Additionally, RingCentral’s Connect platform offers a backend with a powerful yet easy to implment range of customizations which makes it a leading CPaaS (Communications Platform as a Service) provider. Formerly known as CrazyCall, channels is a cloud-based service that can be easily managed through an app. You can make calls both through an automatic dialer as well as using a click-to-call browser extension. A unique feature of channels is that it allows you to route outgoing calls through local phone numbers, which may increase response rates for sales calls.
