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The Twelve Best Call Center Softwares of 2022

 

Do you have to launch a basic and easy-to-use call center for a distributed team? Or do you want to update your call center software and customize it to better meet your customers' expectations? In either case, there is a solution (or two) designed to meet your own needs. The question is knowing which one works best without having to try them all. In this guide, we introduce you to real user experiences to help you find the right software option for your call center.



What should a call center software include

When looking for a call center solution, it is important that the software includes a number of essential features, such as ease of setup, modern technology, customizations, and CRM integrations.

Simple setup

Advanced features are of no use if they are too difficult to implement. Prioritize a solution that is quick and easy to deploy, to reduce call center start-up time, avoid customer service disruptions, and ease the burden on your IT team.



Modern technology

Call center technology has evolved a lot in recent years. Look for solutions that offer most of the following software features (or better, all of them):

  • Smart forwarding
  • Interactive voice response (IVR) system
  • Automatic Call Distribution (ACD)
  • Computer Telephony Integration (CTI) Pop-ups
  • Call back
  • Call monitoring
  • Call recording and transcription
  • HD video calls
  • Analysis and reports

Centralized agent desktop

Most likely, your call center handles customer communications via phone, email, chat, social media, and other channels. A centralized agent desktop brings all these channels together in a single workspace. In this way, your team enjoys full visibility of all interactions with customers, regardless of the channel used. In addition, agents will be able to work from a single platform, instead of having to switch from one tool to another to manage each channel.

Simple and robust customization

No call center solution is universal. Call center software companies should offer users the ability to customize their platform according to their individual needs. Choose software that provides APIs, integrations, and flow builders so that you can create custom call flows and add features that empower both your employees and your customers.

Integration with CRM

Agents don't want to waste time answering calls in one tool and submitting tickets in another. Integrating the call center with a CRM solution allows you to eliminate the extra work. An integration with CRM also helps agents understand the full context of each customer, as well as collaborate with marketing, sales, product, and engineering teams.

Helpful analytics and reports

The data are of no use if they do not provide the appropriate information. When comparing call center software, make sure they have analytics and reporting capabilities that provide the following:

  • Real-time visibility of employee and customer activity. It is important to have metrics on the performance of the team, the activity of the agents, the volume of calls and tickets, the cases on hold, and other signals related to the times invested. This information allows you to adjust your team's behavior on the fly to proactively avoid problems or fix them immediately.
  • Full context across all channels to ensure your team delivers a consistent experience to customers, regardless of how they contacted your company.
  • Information on trends related to customer experience and satisfaction, resolution times, etc. Keeping up with trends and analyzing all customer interactions with your brand allows you to provide more proactive support and make smarter decisions for the entire team.

Aside from these six software features, when choosing a solution, you should consider your team's preferences or requests for more specialized features. We are at your disposal to help you choose the best call center software for your business. Here are the twelve best-rated systems we have selected that offer you most (or all) of the must-have features, as well as some extras.

Rather than go through the product description pages in detail, we have looked at review sites, as we wanted to know how well each thing delivers on its promise based on the opinions of the people who use these solutions. These customer reviews can provide useful information on the strengths and weaknesses of different software, so that you can select and choose the most suitable for your computer. (Please note that each claim we include below is supported by multiple reviews, not just the ones we post.)

The best call center software

  1. Zendesk
  2. Five9
  3. CloudTalk
  4. RingCentral
  5. Aircall
  6. Dixa
  7. Voximplant
  8. LiveAgent
  9. To go
  10. Dialpad
  11. Nextiva
  12. Yodel

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