2019 Market Leader Cloud Contact Center Software
Increase Efficiency with Real-time Analytics & Dashboards
Top Rated 24/7 Phone & Chat Support
Inbound, Outbound, Blended & Omnichannel with Your CRM
Guaranteed to Make Your Agents 300% More Productive
PureCloud by Genesys. All-in-One Cloud Contact Center
Deliver World Class Omnichannel Customer Service
Empower Your Team with a 360-degree View of the Customer
Deploy in Minutes with a modern user experience
See a 571% ROI with the Fastest Growing SaaS Call Center
Cloud Contact Center Software for Sales and Service
Delivers Exceptional Customer and Agent Experiences
Inbound, Outbound, IVR, Call Recording, Omni-channel
Click-to-dial, Auto-dial, Call Routing, Speech Analytics
400+ SFDC AppXchange Reviews with 5-star Rating
Customer Centric Virtual Contact Center
Role-based Options That Control Every Call Metric
Major Security & Compliance Levels: HIPAA, FISMA, PCI
Advanced Computer Telephony Integration
Twilio Flex: A Programmable Cloud Contact Center Platform
Instantly Deploy Out-of-the-box, Customize What You Need
Omni-channel, Contextual Conversations in a Single Interface.
Native WFO, Integrations with Any CRM or Data Source
Enterprise Cloud Contact Center Software
Powerfully Simple and Endlessly Adaptable
Highest-Rated Cloud Contact Center in the Industry
IVR, Call Recording, Omnichannel Routing, Dialer, AI
Integrations with SFDC, Zendesk, and 50 Others
Industry-Leading Cloud Contact Center Software
Omnichannel Routing and IVR Self-Service
The Only No-Pause Predictive Dialer on the Market
Workforce Optimization & Management
Maximum Efficiency with Advanced Transferring, IVR, Queues
Toll Free, Local, International , Port-In and Vanity Numbers
Manage All Communication with Real-Time Dashboards
Easy and Uncomplicated Setup which you can do in minutes
All-Inclusive Inbound, Outbound, Blended, Multi-Channel
Predictive Dialers, Intelligent ACD, IVR Systems
Toll-free, Local, & Vanity Numbers + Extensions
Guaranteed White Glove Implementation Service
Cloud Contact & Workforce Optimization Solution
Behavior & Mobile Location Fraud Detection
World-class Service Level Agreement (SLA)
Self-service Channels such as IVR, SMS and Mobile App
Outbound, Inbound, Blended Call Center Software in the Cloud
Customized Industry Specific Solutions
Agentless, Predictive, Progressive, and Preview Dialing
Single Click Fully Customized Call Dispositions
Call Center Software Reviews from Users:
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What to Look for in Call Center Software Providers
Reliability and Uptime
No other metric is as important as reliability. If your call center is down for even a minute, you could be losing lots of money. Your cloud call center software should have at least 99.99% reliability.
You can get that percentage of uptime from a company like Five9. Unlike on-premise solutions, hosted contact center software solutions are geographically redundant to improve dependability.
Ease of Use
The best features in the world are useless if the agent ends up writing everything down on a piece of scrap paper. Make sure the complex features of your potential contact center software are still easy enough to learn and use.
With simple dashboards and admin portal access, it’s easier than ever to stay organized.
A 360-Degree View of Customers
Your call center solutions need to pull information about a customer from several sources and put that information in front of the agent, so the agent can better serve the customer. Knowing the customer’s past actions and present concerns will help predict their future needs.
Self-Service and Automation
Let your agents do the important work while repetitive tasks can be done for you. The best loud call center software should have strong automation options integrated with customer self-service features. The best call center software will make the most of your customer’s and your agent’s time.
In today’s age of identity theft and leaked emails, you need the proper amount of encryption to keep your data safe. If you work in the financial and medical sectors, you know that communications and data can be tightly regulated. Be sure that your customers will feel safe giving private information to your agents with the help of secure call center software.
The Four Main Contact Center Platforms
1. Traditional Cloud Call Center Software
When most people think about call center software, they are likely thinking about an inclusive call center call handling platform that provides inbound, outbound, and blended calling. They expect several features useful to call centers such as agent efficiency, agent reporting, analytics, IVR, call recording, and voicemail transcription.
Although most providers will bundle their call center features up with voice service, cloud call center providers that offer stand-alone services that can integrate with existing phone services.
With traditional cloud call center software, you get everything you need right away. This convenience also means that you get the quality customer service you need without having an expensive IT staff.
The downside is that it’s not customizable or flexible. Cloud call center providers have monthly fees for their call center solutions based on the number of users or the amount of data you use. If you take up a lot of file space, your organization can struggle to budget and scale for your call center.
2. Open Source Call Center Software
Open source call center software allows users to purchase all of the elements of call center software, usually with the help of their IT department.
For example, call tracking software, call recording software, and autodialers can be purchased separately and put together into a completely customized platform. Open source call center software has emerged as a way for call centers to customize and modify their systems and functions. They also get the chance to integrate them into the systems they’re already using to bring everything together.
Purchasing all of the elements separately and putting them together yourself may seem inconvenient and expensive but that’s only true in the short-term. In the long run, open-source software is far less expensive than traditional call center platform. It’s even more convenient.
While many open source call center tools can be sourced directly through dedicated providers, the problem is that this can often add extra and recurring costs.
Pros: Only pay for what you need. Customized solution that works with the way your center is already working. Cheaper in the long run. Easy to scale.
Cons: Large upfront costs. The initial setup will take time and require a team of experts.
3. Call Center Automations
Call center automations are the latest trend for call centers to save time, increase efficiency, and improve quality of service. Call center automations handle the repetitive and tedious tasks to free agents up so they can focus more on actual conversations, and best deserving their clients.
Automations generally come in 6 types: Automated interactions such as chatbots, forecasting, workflow automation, automated agent guidance, sales automations, and scheduling automation.
4. Contact Center Software
Contact center software generally includes everything you would get with call center software with additional features to enable different avenues of contact. Contact center software is more of an omni-channel solution that integrates the call center service with web chat, email, and social media.
Auto Dialers to Consider for Outbound Call Centers
One of the easiest ways to ensure a high level of productivity and efficiency at outbound call centers is through the use of automatic dialers. Automatic dialers remove the burden of manually dialing out each call from your agents, putting in place automated systems to handle lead and call management.
Look out for these dialers when comparing providers, as some call center software solutions may not package them with the rest of your features.
Preview dialers make calls from a predetermined list of leads for your agents. They quickly provide an overview of the current caller’s information before placing that call. This allows agents to see any previous calls, sales, or account information relevant to build context around the call.
Preview dialers will sequentially dial out from this list to continue a steady stream of calls.
Predictive dialer software is designed to place the maximum number of calls possible in the shortest period of time. Predictive dialers collect data such as average call length, the number of agents available, and the average number of calls it takes to successfully connect with a contact.
These dialers utilize statistical algorithms to reduce agent downtime. They help by reducing the time that agents would normally spend weeding unsuccessful calls before they reach a live person.
Power dialers are simple a simple tool offering a significant boost to productivity. Power dialers only dial out to a new call when an agent has finished their previous call and is available to move on to the next.
When placing their calls, power dialers consider the priority and skill of all agents. They can look toward alternative departments to see who is available to help determine the efficient match.
Progressive dialers combine the functions of both power and preview dialers into one solution.
These dialers will automatically call out from a list of leads one after the other to help maintain a constant flow through your call center. They reduce the downtime in between calls and provide relevant call information and history to the agent.
The information is displayed while the call is being dialed.
The Eight Most Important Inbound Call Center Software Features
With inbound call centers, improving productivity and efficiency requires properly routing your incoming calls to the agent best suited for the scenario.
In the past, calls had to be manually routed to agents or were simply dropped to the next available agent regardless of skill or priority. Now, with the adoption of contact center software solutions, you can ensure your contact center has an automated system in place to ensure callers will get the right agent, every time.
Call center software puts an end to blind call shuffles. Instead, contact center software solutions offer skills-based routing and automated attendants to help guide your caller. Auto attendants and targeted routing ensures that calls are properly redirected, getting callers to the department they need on the first try.
Your agents won’t be bouncing callers around and your call center won’t take the heat that comes with it.
1. Automatic Call Distributor (ACD)
Commonly utilized by contact centers that handle a high volume of inbound calls, Automatic Call Distributor (ACD) systems redirect and route incoming calls to the proper agent. Routing is based on either specific skill sets or call priority.
These systems take into account information such as the caller’s menu selection, telephone number or even the time of day. Automatic Call Distributors are one of the most important aspects of maintaining efficiency in an inbound contact center. Check out our guide to ACD systems to learn more.
2. Interactive Voice Response system (IVR)
The benefits gained by an ACD are boosted when they’re combined with an Interactive Voice Response system. IVR ensures your callers will always receive the proper agent, department or assistance that they need.
IVR systems ask callers a series of questions to decide where they would like to have their calls routed. These can also allow contact centers to manage their own custom menus, greetings, and prompts to direct and inform callers.
3. Skills-based Routing
When used in conjunction with the above features, skills-based routing will help your ACD and IVR systems to properly direct callers to the department or priority level they need or have specified.
Skills-based routing directs callers to the most appropriate agent for the situation based on the caller’s IVR selection, the agent’s skill set, and priority level. It can also take into account the caller’s interaction history with your contact center. This feature even takes into account other factors like language or geographical location.
4. Customized Call Queues
Even with all these systems in place, call centers that face high or low volume will still experience call queues. It is important to manage these queues properly so that your call center ensures minimal wait time and the optimal satisfaction of your callers.
Customize your queue with hold music, personalized greetings, separate queues for each department, and a set maximum queue size. Through this feature, contact center software solutions allow you to help minimize caller wait time. Some solutions even allow the option for an agent to callback instead of waiting on hold.
5. Dedicated phone numbers/extensions
Dedicated phone numbers or extensions allow your contact center to break up its call queues and departments. With dedicated numbers or extensions given out to specific departments and your most highly skilled managers, your contact center can be better organized.
Dedicated numbers allow your system to make the most of skills-based routing and ACD systems. With direct lines, your callers can also bypass the IVR if they know exactly who they need to speak to.
6. Agent Voicemails
In combination with dedicated phone numbers, voicemail systems can help maintain a high level of efficiency and professionalism. Voicemail can be given to specific agents or a department-wide voicemail can be created to allow all of your agents to work together.
If an agent is unavailable because of a current call or another priority, you can provide your callers with an option to leave a voicemail so they can be dialed back when the agent becomes available again. This will also allow customers to contact centers during off-hours, leaving a message to get first priority once the call center opens for operating hours.
7. Real-Time Metrics and Call Monitoring
With a real-time dashboard in place to monitor your agent’s activity and data, managers can make quick decisions and priority shifts based on concrete analytics.
In order to ensure the highest level of efficiency and productivity real-time call monitoring and metrics can be used to measure satisfaction for inbound callers. Managers can monitor information such as average wait time, average handle time for each call, the longest wait time, and the number of agents available for the optimal performance of their call center.
8. Historical Reporting
Real-time statistics can be helpful for short term changes, but empowering your contact center with historical reports will allow managers to collect vital long-term data.
It’s important to understand how your contact center operates over a long period of time to make major changes to your customer experience. Historical reporting allows you to monitor campaigns, priorities, tactics, and department performance to develop a deep understanding of the strengths and weaknesses of your contact center.
Call Center Software - Additional Resources
- What is Conversational IVR and Why Businesses Should Care
- Call Center Software Pricing: A Detailed Look at the Top Solutions in 2019
- Auto-Attendants: Maintenance Tips & Best Practices
- 5 Must Have Features in a Modern Contact Center Solution
- How Auto Dialers Work
- The Critical Importance of Customer Self-Service in 2018
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