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All-Inclusive Inbound, Outbound, Blended, Multi-Channel
Predictive Dialers, Intelligent ACD, IVR Systems
Toll-free, Local, & Vanity Numbers + Extensions
Guaranteed White Glove Implementation Service
Free
4.1
99 Reviews
Get Quote
Virtual Call Center to Multi-Channel Solution
Robust IVR & Predictive Dialing features
Add Line Capacity in Hours - Multi Device Access
99.999% Guaranteed Uptime - 24/7 Monitoring
Free
3.8
3 Reviews
Get Quote
ShoreTel Connect CLOUD and HYBRID Plans
Flexible Enough For Every Size Business
Cloud, Onsite, Hybrid, Inbound, Outbound, and Blended
Business Processing Application Integration
Varies by plan
4.6
15 Reviews
Get Quote
MiContact Call Center Solution
Call Monitoring and Recording - Agent Scripting
Integrates with Almost Any Infrastructure
Real-time Performance & Call Reporting Analytics
Fees Vary
4.4
47 Reviews
Call Center Pro & Enterprise - No Contracts
Intelligent Automated Call Distribution - Detail Agent Status
One-Click Simple Call Transfers - One Click to Any Extension
Conditional Call Routing - Swap Queues or Agents
Free
4.6
42 Reviews
Get Quote
Omnichannel Engagement Center Solution
Self-service IVR for Improved Customer Experiences
Personalized Menu Options on Caller’s Identity
Highest Rated Technology for First Call Resolution Rates
Varies by Plan
0.0
No Reviews
Boost Performance with a Custom-fit Solution for Your Industry
PureCloud Engage For Complete Customer Engagement
Amazon Web Services Elastic Infrastructure
Lightning-fast Deployment + Unparalleled Reliability
Free
0.0
No Reviews
Unified Omni-Channel Contact Center Solutions
Predictive Analytics-based Routing Matches Calls to Best Agents
Cloud Routing and Hybrid Overlay for Smooth Cloud Migration
Small,Mmedium and Multi-site Contact Center Solutions
FREE
0.0
No Reviews
Provider
Rank
RingCentral
#1
ShoreTel
#2
inContact
#3
Mitel
#4
Five9
#5
User Reviews
4.1
Read Reviews
4.6
Read Reviews
4.8
Read Reviews
4.4
Read Reviews
3.8
Read Reviews
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Call Center Offering Overview
Most Popular Call Center PlanAdvancedCloud Contact CenterHosted Contact CenterMiContact CenterBlended Contact Center
Monthly Costs RangeBasic $99.99/month/user, Advanced $119.99/month/user, and Ultimate $179.99/month/user$199 a month per userBy Quote Only$75/month per userQuoted at $100-200/mo/user range with price breaks dependent on features/size
Requires ContractNoNoNo, pay as you go monthly billingNoYes
Types of SolutionsInbound, Outbound and BlendedCloud, Onsite, Hybrid, Inbound, Outbound, and BlendedInbound, Outbound, Blended, EnterpriseCloud, Outbound, Inbound and BlendedContact Center Only - Inbound, Outbound, Blended
Customizable PlansYesYes, includes month-to-month optionYes, "service fluctuating call volumes with on-demand scalability"YesYes, "flexible contracts"
Setup FeeFreeVaries by planFree, varies by planFees VaryFree
Number Port FeeNoneYesYesNoneYes
International Calling Options
Yes
Yes
Yes
Yes
Yes
Money Back Guarantee30 DaysNone, pay per usageN/ACancel Anytime, Fees Apply30 Days
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Compare Call Center Providers by Features & Pricing
Advanced IVR
Yes
Yes
Yes
Lets you serve all call locations with one IVR application
Yes
Including outbound calls
Yes
Agent Desktop
Yes
Web Based
Yes
Yes
Through My Agent eXperience
Yes
Yes
Agent Scripting
No
Yes
Yes
Yes
Yes
Answering Machine and Fax Detection
Yes
Yes
Yes
Reroute incoming calls to outbound callers to increase the number of avaiable agents
Yes
Yes
BYOD Options
Yes
Yes
Yes
No
Mitel Phones Only
Yes
Call Recording
No
Yes
Yes
Yes
Yes
Campaign & List Management
Yes
Yes
Yes
Through CRM dialer
Yes
Yes
CRM Integrations
Yes
Yes
Yes
Over 100 third party CRM
Yes
Yes
Built-in CRM functioanility as well as support for Salesforce and Zendesk
CTI Screen Pop
Yes
Yes
Yes
Yes
Yes
Data Import
Yes
Yes
Yes
Yes
Yes
DNC Compliance
Yes
Intelligent call supression
Yes
Yes
Through partnership with Gryphon Networks
Yes
Yes
Real-time DNC list management
In-Queue Announcements
Yes
Yes
No
Yes
Yes
Intelligent ACD (Automated Call Distribution)
Yes
Yes
Yes
Skills based rerouting
Yes
Yes
IVR Scheduling
Yes
Yes
Yes
Yes
Yes
Local Number Dial
Yes
Yes
Yes
Yes
Yes
Post-Call Surveys
Yes
Yes
Yes
Yes
Yes
Power Dialer
Yes
Yes
Yes
Personal Connection Outband Dialer Technology with “pacing engine algorithm” to deliver calls at optimum pace as agents are available
Yes
Yes
Predictive Dialer
Yes
Yes
Yes
Yes
Yes
Preview Dialer
Yes
Yes
Yes
Yes
Yes
Priority Routing
Yes
Yes
Yes
Yes
Yes
Progressive Dialer
Yes
Yes
Yes
Yes
Yes
Prompts for Effective Self-Service
Yes
Yes
Yes
Intelligent call suppression “Support government regulations with intelligent call suppression. This feature intercepts dial requests and verifies if individuals or businesses being called are on a tailored suppression list. If a match is found, dialing is suspended, and the cloud dialer moves on to the next record.”
Yes
Yes
Real-Time DNC List Management
Yes
Yes
Yes
Yes
Yes
Real-Time, Historical, and Custom Reports
Yes
Yes
Yes
Yes
Yes
Script Designer
No
No
Yes
Create decision trees for agents, limit the programs agents can toggle in a call, create custom style sheets
Yes
Yes
Silent Monitoring
Yes
Yes
Yes
Yes
Yes
Real-time visibility into activities of all agents along with instant messaging and chat capabilities
Skills-Based Routing
Yes
Yes
Yes
Yes
Yes
Softphone
Yes
Yes
Yes
Yes
Yes
Text-to-Speech & Speech Recognition
Yes
Yes
Yes
Yes
Yes
Toll-Free Numbers
Yes
Yes
Yes
Provides global toll-free numbers
No
Yes
Voicemail Routing
Yes
No
Yes
inContact Auto Attendant system to forward calls to any extension or phone number.
Yes
Yes
Web & Queue
Yes
Yes
Yes
Yes
Yes
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Network
Number of Server Locations (Data Centers)3: East Coast US, West Coast US, EuropeN/A4UnknownUnder 10
Fully Redundant Network
No
Yes
Yes
2 in US, 2 in Europe
No
Yes
Service Level Agreement
Yes
No
Yes
No
Yes
Uptime Guarantee99.99%N/A99.99%N/A99.999%
Real-time Status Monitoring & Alerts
Yes
No
Yes
No
Yes
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Integration
Box
No
No
No
No
Yes
DIY
Dropbox
Yes
No
No
No
Yes
DIY
Google Apps
Yes
No
No
No
Yes
DIY
NetSuite
Yes
Yes
No
Yes
Yes
Office 365
Yes
No
No
No
Yes
DIY
Oracle
Yes
Yes
Yes
Yes
Yes
Outlook
Yes
No
Yes
Yes
Yes
Quickbooks
No
No
No
No
Yes
DIY
SalesForce
Yes
Yes
Yes
Yes
Yes
SugarCRM
Yes
Yes
Yes
Yes
Yes
Zendesk
Yes
No
Yes
No
Yes
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Support
Hours of Operarion24/7/36524/7/36524/7 emergency care, 12p-5p standard customer care. Care plus increases to 24/7 customer care, plus a dedicated rep24/7/36524/7/365
Email Support
Yes
No
Yes
Yes
Yes
Email [email protected] to automatically create a case with your problem description
Instant Chat
Yes
Yes
Yes
Yes
Yes
Video Tutorials
Yes
Yes
Yes
No
Yes
E-Guides
Yes
No
Yes
Yes
Yes
Online Ticket Submission
Yes
No
No
Yes
Yes
Through Customer Support Portal
Dedicated Reps
Yes
No
Yes
With upgraded support packages
No
Yes
With ehanced support services
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Advanced
4.1
Read Reviews
Get Quote
Cloud Contact Center
4.6
Read Reviews
Get Quote
Hosted Contact Center
4.8
Read Reviews
Get Quote
MiContact Center
4.4
Read Reviews
Get Quote
Blended Contact Center
3.8
Read Reviews
Get Quote

Call Center Software Reviews from Users:

  • I have used other VoIP providers...

    I have used other VoIP providers but have been happiest by far with RingCentral’s service.

    - Andrea S.
    More Reviews
  • Mitel offers a great product for...

    Mitel offers a great product for our call center. The phone lines are reliable and any issues we had at the...

    - Justin M.
    More Reviews
  • Love the phones, love the system...

    Love the phones, love the system, love the customer service! Having the ability to call our dedicated rep...

    - Joan K.
    More Reviews

What is Call Center Software?

Call center software is a telecommunication solution that offer dedicated features specifically for contact center operations in either inbound or outbound call center environments, providing agents the necessary tools to efficiently make and receive large call volumes, route callers, assist customers and clients right over the phone in the shortest possible time.

In the first few decades of call center software, phone banks were connected to a computer, called an Automatic Call Distributor that would direct calls. While that part hasn’t changed since the beginning, a call/contact center has evolved from rows of telephone operators answering blinking lights into multi-lingual voice recognition cloud-based software connecting customers to agents throughout the world based on matching needs by skills. Virtual call center software makes it easy to open up new paths of communications, while empowering agents and call centers with the tools and technology they need to maintain a high level of efficiency and service.

Today’s call center technology are better known as contact center software and are cloud based, meaning rather than physically connecting to the ACD, the virtual call center software is designed to connect through the Internet to the provider’s data centers. All the hard work like maintaining hardware and updating software is done by the service provider, so that you can focus on your business. All you need is an Internet connection, a call center software provider, and some sort of phone (physical of web based). With modern call center software, contact centers can expand beyond phone based communications, and even allow for email, live web chat, and or video communications, empowering contact centers to utilize every method of communication.

Additional Reading: Is it Time to Implement a Call Center Software Solution?

Top 5 Benefits of Call Center Software Solutions for any Contact Center:

1. Integrate Your Call Center Software with Your CRM –
Track your successes and failures and analyze the data to determine the best time to pick up the phone. Add new customers to your database with every call. Learn about the ROI of CRM, it’s a no-brainer.

2. More Respect for Your Customers’ Time
No one likes waiting on the phone. And having to explain the same problem twice, or connecting with an agent who can’t help is even more frustrating. Contact Center Solutions properly direct the call and pass on the information to the next agent.

3. Integration with Social Media
Today’s customers/callers Tweet, Like, and Chat more than making calls. Today’s contact center software solutions can monitor and filter social media and detect who needs special attention and why. You can direct your customers on any social media platform right to your agents.

4. It’s All About Experience
Contact center software let a supervisor monitor a call and gives the option of either “whispering” into an agent’s ear without the customer hearing, or “barge” into the call and take over. Either way, the customer will get the benefit of the more experienced agent, and have a better call/customer experience.

5. Highly Customizable Distribution Rules
With call center software, the order that calls are directed can be completely customizable based on tracking and analyzing data on success rate, length of calls, skill sets, and more. You can also make sure customers get the same agent every time.

What to Look for in Call Center Software Providers:

1. Service Reliability & Uptime
No other metric is as important as reliability. If your call center is down for even a minute, you’re losing lots of money every minute. Your contact center software provider of choice should have at least 99.99% reliability. You can even get as much as 99.999% uptime from a company like Five9. Unlike on-premise solutions, hosted contact center software solutions are geographically redundant to improve dependability.

2. Ease of Use, Admin Portal Access, Dashboard Simplicity
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.

3. Provides a 360 Degree View of Your Customer
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.

4. Customer Self Service Features and Automated Tasks
Let your agent do the important stuff, but the boring tasks can be done for you. A good call center software will make the most of your agent’s time.

5. Security Measures
In today’s age of identity theft and leaked emails, you need the proper amount of encryption to keep your data safe. In addition, all financial and medical communications/data are tightly regulated. Be sure that your customers will feel safe giving private information to your agents.

Auto Dialers to Consider for Outbound Call Centers:

Outbound call centers will benefit from an increase in productivity, and high level of efficiency. One of the easiest ways to ensure this high level of productivity and efficiency is through the use of call center software that integrates 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. Included in most call center software solutions, it is important to look out for these dialers when comparing providers, as not all come packaged together.

1. Preview Dialers
Preview dialers make calls from a predetermined list of leads for your agents, and will quickly provide an overview of the current caller’s information prior to placing that call. This allows agents to see any previous calls, sales, or account information relevant in order to build context around the call. Preview dialers will sequentially dial out from this list to continue a steady stream of calls.

2. Predictive Dialers
Predictive dialer software are designed to place the maximum number of calls possible in a shortest period of time. Predictive dialers will 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 determine the necessary information to reduce agent downtime. Time that agents would normally spend weeding unsuccessful calls before they eventually reach a live person is severely reduced.

3. Power Dialers
Power dialers are simple yet still offer a significant boost to productivity. These will only dial out to a new call when an agent has finished their previously call and is available to move on to the next. When placing their calls, power dialers will also consider the priority and skill of all agents, or any alternative departments, available to help determine the efficient match.

4. Progressive Dialers
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 that constant flow of calls and reduce the downtime in between, while also providing the relevant call information and history to the agent. However, this information is displayed when the call is being dialed.

Want more info? Here’s a Definitive Guide to Understanding Automatic Dialers.

Important Features to Consider for Inbound Call Centers:

With inbound call centers, improving productivity and efficiency comes through properly routing your incoming calls to the agent best suited for the scenario. Back in the day, 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. No more blind call shuffles, with features like automated attendants to help guide your callers, or skills based routing to properly redirect the calls everyone will reach the department they need on the first try so your agents do not have to be bouncing callers around.

1. Automatic Call Distributor (ACD)
Commonly utilized by contact centers that handle high volume of inbound calls, Automatic Call Distributor (ACD) systems redirect and route incoming calls to the proper agent, with the specific skill sets or priority to handle the call. These systems will 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. More on ACD systems here. 

2. Interactive Voice Response system (IVR)
To even further boost the benefits gained by an ACD, combining this automatic system with an Interactive Voice Response system ensures your callers will always receive the proper agent, department or assistance that they need. IVR systems asks 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. 

Additional Reading: 10 Questions to Ask When Comparing IVR Systems

3. Skills-based Routing
Again working in conjunction with the previously mentioned 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 will direct callers to the most appropriate agent for the situation based on the caller’s IVR selection, the agent’s skill set and priority level, as well as the caller’s interaction history. This feature can also take into account other factors like language spoken or geographical location.

4. Customized Call Queues
Even with all these systems in place, all contact centers – high or low volume – can and will experience call queues. But it is important to manage these queues to ensure minimal wait time, and high satisfaction of your callers.  Between music on hold, personalized greetings, separate queues for each department, and even the ability to set maximum queue size, contact center software solutions allow centers to help minimize the time spent waiting for callers. 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, or even high skilled or management positions, your contact center can be better organized and truly take advantage 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, providing voicemail systems for either specific agents, or department wide can help maintain a high level of efficiency, and professionalism. If an agent is unavailable, whether that be due to a current call or other 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 even out of their hours, leaving a message to have their call returned once the contact center opens for operating hours.

7. Real-Time Metrics/Analytics
With a real time, dashboard in place to monitor your agent’s activity and data, managers have the ability to make quick decisions and priority shifts to ensure the highest level of efficiency and productivity, as well as satisfaction level for the 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, just to name a few.

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 long term data to understand how your contact center operates over a large period of time. Monitor campaigns, priorities, tactics and department performance to develop a deep understanding of the strengths and weaknesses of your contact center.

Final Thoughts to Contact Center Software Shoppers:

You might be tempted by the latest features, or seduced by the lowest prices. The best deal is always the best deal for you. You can waste money on features you don’t pay for, or miss opportunities if you don’t have the features you actually do need. In order to find the best call center software for your needs, you have to find that sweet spot where you get the features you need at a low price. The best price plans let you scale up and down according to your needs.

Don’t be afraid of long term contracts. The advantage of long term contracts is that they help protect you from rising costs. You can also expect to get incentives to be locked in. That said, month-to-month contracts mean that a call center software provider has to earn your business every day, and they work hard to do just that. Either way, the cost is far cheaper than having to buy and maintain your own equipment. You can be up and running on day one with a hosted Contact Center Solution.

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