Skip to main content

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

Comments

Post a Comment

Popular posts from this blog

What is Ethical Hacking how does it work?

  What is ethical  hacking ? To better understand this reality, we must also mention the rest of  hackers  , because within  cyber security  there are three kinds of hackers:  black, gray or white hat  . The  former  hack for  reasons of selfishness  , such as stealing money, revenge, or to cause some harm. White  hat hackers  are those who would fall into the field of  improving security  . They look for holes in it and inform victims so that they are aware that their most relevant data is in the hands of a less scrupulous  hacker .  And the  gray hat pirates they are located in the middle, carrying out  operations that may be morally questionable  . For example, hacking ideologically opposed groups or to launch protests from other  hackers  . This would be the antagonism of ethical  hacking .  Those who practice  cybe...
Post a Comment
Read more

Five tips to protect your database from data breaches

  There is an old saying that still rings true: there are those who have had a data breach, and there are others who still do not know it.  The year 2017 was one of the busiest for hackers, with a large number of data breaches every week.  Some of the largest breaches compromised the personal information of US voters and exposed the social security numbers of more than 100 million Americans. Most organizations today employ perimeter security systems, data encryption, strict policies, and employee education to prevent data theft and fraud.  These are necessary measures, but they are not enough.  It is crucial to employ strict policies and controls to provide maximum  database security   . Here are five steps that can help protect your database: Make sure you comply with the necessary regulations Regulations and laws have strict rules for data security.  By ensuring compliance, you are already one step ahead when it comes to data protection.  T...
Post a Comment
Read more

The Best Cheap Phones which fit Every Budget!

The Best Cheap Phones for  Every Budget! So many phones will come and go, but very few are perfect. In this article, we will talk about some of those.   WIRELESS CARRIERS are doing their best to make expensive smartphones look affordable. You might be wondering why you shouldn't buy a Samsung Galaxy S21 Ultra if you don't have to pay anything and only  ₹ 2500 per month for it. The answer is, whether you pay for everything all at once or in 36 monthly installments, you will still be spending hundreds of dollars on a phone. Your expensive device can also keep you locked to the network, preventing you from switching wireless service providers until the phone is paid for. Forget the expensive option and get a really great and more affordable smartphone. We've tested dozens of them to find the best cheap smartphones that aren't too slow. Our top pick, the Google Pixel 5A, is as good as almost any device, and our other options strike a nice balance between price and l...
Post a Comment
Read more