Call Center Providers
The 10 Best Call Center Software Platforms for Small Business
What are the Benefits of Call Center Software?
All businesses that have found success in terms of customer care use some form of call center software. It is necessary to have a call center that is well equipped to be able to respond to all customer queries. Besides customer care, marketing companies also rely on the power of call center software to make bulk calls.
The beauty of investing in call center software is that there is no need to invest in hardware. Most VoIP software is used with available hardware such as desktops, laptops, and smartphones. Further, call center software offers plenty of benefits over the traditional call centers as listed below.
Here are the 10 best-rated Call Center services for Business:
PanTerra is The Communications-Enabled Everything Cloud Provider, offering the only all-in-one, customizable, HIPAA/HITECH secure, communications cloud solution.
RingCentral empowers today’s mobile and distributed workforces to be connected anywhere and on any device through voice, video, team messaging, collaboration, SMS, conferencing, online meetings, contact center, and fax.
8x8, Inc. is a leading Software-as-a-Service provider of voice, video, chat, contact center and enterprise-class API solutions powered by one global cloud communications platform.
GoToConnect offers what your business needs to run completely virtually - from cloud-based business phones (VoIP), to video conferencing, text and chat.
First month free
3CX is the developer of an open standards communications solution which innovates business connectivity and collaboration, and replaces proprietary PBXs.
Dialpad is a cloud-based business phone system that turns conversations into opportunities and helps global teams make smarter calls--anywhere, anytime.
Free Trial, Cancel anytime
GlobalMeet offers meeting and event solutions for the modern workplace, offering webcasting, audio, web and video tools people use every day to get work done.
Kumo specializes in cloud computing solutions that unify communications and simplifies technology by elevating businesses with the cloud.
Vonage Business Communications is a unified communications platform with the ability to seamlessly connect employees via voice, messaging, and video virtually anywhere around the globe.
Cancel Anytime, no fees
Call Center Phone Systems
Call center management can be quite tedious without the proper tools. Call center works need to be provided with the right tools and resources to execute their duties well. Right from dialing calls to information capturing, the available tools should make the work of a call center operator easier.
Thankfully, technological advancements have provided plenty of tools that can be used in call centers. A good call center software should be able to provide varied features, including auto-dial, reverse dial, and data recording among others. Advanced VoIP call center providers allow users to enjoy so many features at very low costs.
The complexities that come with call center call management require the proper tools and resources. Keep on reading to find out the right process of picking call center software.
What Is a Call Center Software?
A call center software is simply a phone system designed to handle large volumes of calls. Call center software is commonly used and are divided into three. The three types are categorized based on the type of calls the system is able to handle
Call center categories:
- Inbound call center software
- Outbound call center software
- Blended call center software
The inbound call center software systems are optimized for receiving calls. They come with features that support automatic reception of calls, auto-dial, data capturing among others. Most inbound call center software do not provide features for outbound calls.
On the other hand, outbound call center software systems are designed with features that support sending outcalls in bulk. The best VoIP call center solutions are software that support both inbound and outbound calls. These are known as blended VoIP call center solutions. Blended solutions provide call center features while supporting both.
All the above three types of call center software support specific key features. Among the important features for a call center software are:
- Autodial possibility
- Interactive voice responder
- Call recording
Most call center software support these features. This makes it possible for call center operators to offer services efficiently.
Key benefits of Call center software are:
- Low maintenance cost since they do not require purchasing of hardware
- Can operate on multiple sites as virtual call centers
- Low calling rates as compared to analog options
- High security and confidentiality
With all these benefits, most corporations have already turned to call center software for call management. Further, most SMEs are also turning to call center software to manage bulk calls. Any business that has to receive or make calls in bulk has a duty to invest in proper software.
What is a Blended Call Center?
The work of a call center is to either receive calls or send calls. Different businesses and organizations have varied needs in terms of call center software. For instance, emergency ambulance operators are more likely to receive calls than make calls.
For such a business that receives more calls, they will need an inbound call center software with features that support capturing data from inbound calls.On the other hand, a business that makes more calls like marketing agencies will require an outbound call center software with features that support outbound data collection.
If a call center intends to balance both sides; receive calls and make calls, a blended call center software is used. A blended call center software mainly focuses on providing features for both outbound and inbound calls. Most small businesses prefer blended call center software since they can receive or make calls.
Factors to Consider When Choosing Call Center Software
The choice of call center software matters a lot. There are many software solutions available in the market, but they vary widely in the terms of features they offer. In the interest of customer service, a good call center software should provide features that account for customer data collection, unlimited call sending and receiving, among others.
Here are some of the key factors to consider when choosing the right call center software:
CRM Integration: Customer Relationship Management tools simply focus on good communication between clients and the company. A good call center software considers the needs of the customers and provides solutions that will encourage seamless communication.
Diversity of Features: A good call center software offers diverse features such as call recording, call queuing, auto-dial, Barge among others. These features determine the functioning of a call center software and should play a role when making a choice when shopping for one.
Ease of Use: Most importantly, the product chosen to be used by call center managers should be easy to use. Good software should not require advanced skills to operate. It should also not be too costly to maintain or deploy.
The Cost of Calls: VoIP call center phone systems are among the cheapest in terms of cost. However, the rates provided by different call center software companies vary. This means that the choice of the call center software used can also influence the operation costs to a large extent.
These factors also determine the pricing of the call center software. Good software should offer valuable features.
How Does a Call Center Phone System Work?
A call center phone system works through operators. Also known as agents, the operators work from a workstation that consists of a phone and a computer. In some instances, they may only have a computer and an earphone to receive calls.
With these resources, an agent automatically dials numbers, transfers calls, and sees customer accounts. The system managed by call center service providers can be replicated at the institutional level. The software used by call center service providers can be purchased and used at the institutional level.
What is CRM Integration
When dealing with call center management, a lot of factors go into Customer Relationship Management (CRM). The right call center software programs offer some form of integration with other tools to enhance smooth customer management.
The key features that enhance the management of customers when the right software is used are:
- The use of calendar integration ensures that calls are made at the right time and on the right dates. This CRM one-click feature offers smooth running of all calls.
- The VoIP call center phone system can be operated directly from within the CRM center.
- Call center software offers call tracking features that can sync text messages with calls.
- They provide cloud-based data management that enhances marketing efforts by facilitating calls directly within the CRM system.
When call agents receive and send calls out, the introduction they give to customers and questions asked are critical. With the best CRM integration, call center agents can keep information and notes about customers.
Such information facilitates easy communication. Customers love receiving personalized attention when they are called by marketing agencies or when they call for inquiries.
How is Call Center Software Priced?
Call center software is priced differently based on the type of use and the type of software in question. For instance, one-way call center software such as inbound or outbound call center agents.
These attract much lesser fees as compared to blended call center software. A blended software works both ways and offers more features. When blended software is used, the cost might be quite high.
Key factors that determine call center software cost:
The Service Provider: The pricing models mostly depend on the service provider. Some service providers have their prices based on the number of agents provided. On the other hand, other service providers offer services in the form of monthly packages.
The Number of Features Offered: The other factors that will determine the cost of a call center software are the features provided and the possibility of integration with other tools. Simple software that delivers routine calls should be manageable even to small companies.
When shopping for call center software, look at other factors besides pricing. While it is okay to also consider the pricing, it should not be the only factor. The key factor that must be considered is the features offered by the software. A software that has many features that have been tested and proven to work will provide value for money.
For call center software, the prices range between $1,200 and $25,000. This is however an option for companies that want to host their in-house call center. Many small companies use outsourced call center services which range between $50 and $300 per month.
Call Center Software vs Call Centre Service Provider
There are two options for companies who wish to set up a call center to receive calls and messages from clients. The available options depend on the financial position of the business and the structural operations of the business.
Call center software options are:
- In-house call center software solutions
- Call center service provider solutions
In the case of in-house call center software, the interested company has to set up a call center and run it. This includes the maintenance process such as data management, sending and receiving of calls, and all the aspects of running the software. This approach is a bit costly since the software has to be purchased and maintained.
The second option is where the call center services are acquired from a call center service provider. In this case, there is no need to purchase the software, maintain it or hire a call center employee. The call center service provider takes care of all the needs. Each of these options has its own advantages and disadvantages.
Does Call Center Software Offer Value for the Money?
Call centers play a key role in the daily running of services at businesses and organizations. The value they offer depends on the number of calls made or receive per day. Any organization that has to receive or make bulk calls will definitely feel the value of the call center services.
On the contrary, a small company that does not make plenty of calls may use a VoIP call center phone system that is less costly but offers the same value for money. VoIP Long Distance VoIP service provider
TOP FIVE: A QUICK LOOK
JustCall is an anytime, anywhere, any device cloud-based phone system for sales and support teams.
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phone.systems is a fully-featured, cloud-based virtual phone system boasting ability to interconnect with any service provider.
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