The best Call Center Software makes it easy for small and medium-sized businesses to use enterprise-level telecommunications. Call centres used to be something that only large companies could afford, but cloud phone systems now offer a call centre solution that is easy to use and doesn’t cost a lot of money. This makes it easier to manage all customer and staff communications.
Since everything is run by software, you don’t have to spend a lot of money on hardware or build your own call center. Also, since it works with your current business phone system, all of your communications can be handled by the same software and phones you are already using. On top of this, the best call center solutions can be used by both office workers and people who work from home.
Best Call Center Software
ZenDesk
Features
- Advanced reporting
- Priority phone numbers
- Embedded call back within the web widget
- Voicemail and text messaging
- Outbound caller ID
ZenDesk has built a cloud contact centre around customer relationship management (CRM), which is the opposite of what most cloud call-center providers do. ZenDesk Talk, a sleek and easy-to-use solution that really puts the customer first, is the result.
Customer service teams can now handle phone calls from the same place they handle other channels. As the call comes in, the customer’s information and history are shown. By putting everything in one place, the goal is to improve efficiency and workflows as much as possible. But Zendesk Talk has built-in SMS as well as phone calls. Texts are automatically linked to tickets, making it easy to keep track of communications.
Also, it has all the features you’d expect from a call center solution, such as call recording, IVR, routing, and monitoring in real time. As a cloud-based system, it only takes a few minutes to set up, and analytics make it possible to track and monitor KPI. Currently, this is one of the Best call center software. If you need some more details then visit its official website.
Pros
- CRM with call center
- Customer-focused solution
- Easy to use
Cons
- Empty List
Five9
Features
- Omnichannel routing
- Predictive dialing
- Intelligent virtual assistant
- Real-time and historical dashboards
- Workflow automation
Five9 is an all-in-one call center solution that lets you manage sales and customer service from the same dashboard. Aside from all the usual features, it also has a predictive AI to help teams work as well as possible. Currently, this is one of the Best call center software.
This means that if there are a lot of calls coming in, the agents who usually handle outgoing calls will be switched to handle the extra work, and vice versa. There are different settings and features that all work towards making this more efficient.
As if that wasn’t enough, this solution also works with Salesforce, Zendesk, and Oracle, which are all big names in CRM software. Five9 is also a cloud-based solution, so it’s easy to use and doesn’t require any telecommunications hardware. Built to meet the needs of any size business, from small to large, and pricing is based on those needs.
Pros
- Intelligent routing
- CRM integration
- Focus on increased productivity
Cons
- Pricing isn’t as competitive as some rivals
Freshdesk Contact Center
Features
- Make it easy for people on different teams in your organisation to work together.
- Use IVR and voice bots to offer customer service around the clock.
- An omnichannel dashboard that can be changed to track KPIs and metrics.
- Several CRM and billing tools work together without any problems.
Freshcaller was the old name for Freshdesk Contact Center. It is an all-in-one call center platform that runs in the cloud and is easy to use. Everything can be controlled from a single screen, and calls can be made with just a click.
It’s an obvious choice for small businesses because it doesn’t require any hardware, but it still has a lot of features, like call masking, routing, recording/monitoring, forwarding, and conferencing. Even though it can be used anywhere in the world, you still have to buy local numbers through the Freshdesk Contact Center management inventory.
Overall, it’s a good platform for integrated calls, and the fact that it’s based on the internet makes it easy to use and cheap. The starter level is free to use for as many agents as you want, and the only cost is the cost of making phone calls. Currently, this is one of the Best call center software.
Pros
- Cloud hosted PBX
- No hardware required
- Designed for small businesses
- Free basic tier
Cons
- Need to purchase numbers
channels
Features
- Chat satisfaction surveys
- Unlimited agent devices
- Video calls
channels is a cloud-based service that used to be called CrazyCall. It is easy to manage through an app. You can use an automatic dialer or a click-to-call browser extension to make calls. Currently, this is one of the Best call center software.
One unique thing about channels is that you can route outgoing calls through local phone numbers, which may increase the number of sales calls that get answered. Call recording is standard to help keep track of how well agents are doing, and reporting lets you organise and analyse calls and keep track of success rates.
Channels is more focused on being a sales-calling platform and doing that well, especially when it comes to improving conversions and increasing return on investment (ROI). Pricing includes features like IVR , free incoming calls, 30 days of call recording, ecommerce integration, and live chat integration.
Pros
- Uses local numbers from 75+ countries
- Good reporting suite
- Strong focus on sales
- Affordable
Cons
- Sales focus may be too narrow for some
RingCentral Contact Center
Features
- For administration and reporting,
- it provides features of call recording,
- pre-built reports,
- silent monitoring,
- omnichannel analytics,
- supervisor tools,
RingCentral’s cloud-based phone platform is one of the most innovative ones, and the RingCentral Contact Center software is no different. The platform is built around a few key features, such as true omnichannel routing, CRM software integrations, agent management software, and, of course, reporting dashboards and analytics.
RingCentral is different from many of its competitors because the service was made for the cloud from the start. This means that it doesn’t have some of the technical problems that other companies have had when they tried to move old systems online.
RingCentral’s Connect platform also has a backend with a wide range of customizations that are both powerful and easy to use. This makes it a leading CPaaS (Communications Platform as a Service) provider. Currently, this is one of the Best call center software.
Pros
- Omnichannel routing
- Easy cloud platform
- Powerful customizations
Cons
- It is a good software and at present it has served our requirement
Webex
Features
- Unlimited domestic and local calling
- Unlimited messaging
- Screen sharing
- Call waiting, hold, transfer, and forwarding
- Conference calls
Webex’s call center software is a good option to think about if you want something that is reliable, easy to set up, and has a lot of features. This cloud-based solution lets up to 1,000 on-site employees, remote employees, or a mix of both work together smoothly and at the same time. Currently, this is one of the Best call center software.
Even though Webex is powerful and sophisticated enough for large businesses, it is also a good choice for small businesses that want to start a call center. Webex can also be your productivity suite if you want to use tools for internal collaboration, such as video conferencing, to get work done. You can choose the Call plan, which is for call center software, or the Meet + Call plan, which has both call center and productivity features.
Pros
- It is very easy to use.
- It allows a large capacity of participants and allows sessions to be recorded.
Cons
- Price may be one of its downsides.
- There may be several reasons why someone does not like Webex.
Zoho Desk
Features
- Calls reports and dashboards
- Agent availability tracking
- Call-to-ticket conversion
- Call transfer, recording, hold, and mute
- Call queue management
Zoho Desk is a help desk, a website builder, a CRM, and more. Zoho’s call centre software is cloud-based and has an easy-to-use interface, just like all of its other products. It also works well with everything else in the Zoho product ecosystem. Currently, this is one of the Best call center software.
If you already use Zoho Desk, setting up, using, and keeping up with the software will be especially easy. Plus, you’ll be able to use how well your other Zoho tools work together to give your customers and agents a great experience. Just remember that to use the call centre features, you’ll need either the Professional or Enterprise plan.
Pros
- The most valuable feature for me is the ability to create different tickets for customer’s requests.
Cons
- One potential con of Zoho Desk is that the platform may have a steeper learning curve for new users compared to other customer service software.
How we tested the best call center software?
To find the best call center software, we looked for popular options and asked people we know who use call center software for their suggestions. Then, we tried each platform to see how easy it was to use and what kinds of tools and advanced features were available. Price was another thing we looked at when making our best list.
Which call center software is best?
When choosing the best call center software to use, you should first think about what your real needs are. For example, someone who just wants to talk to a few people informally may find that a simple option is the most cost-effective way to do so while still giving them all the tools they need. But if you want to use call center software for business or work, especially with a lot of people and often, you may want to look at the higher-end options that come with more advanced tools.
FAQs
What is call center software?
Call centre software is a programme that helps companies handle a large number of calls that come in or go out. It does things like route calls, get information from callers, play pre-recorded answers to frequently asked questions, and move callers to other channels.
What are the 3 types of call center?
The three most common types of call centers are inbound, outbound and blended call centers.
How do call centers make money?
Business experts say that call centres can make money in two ways: by charging per call and by selling advertising. billing by the hour.
