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Efficient communication is the foundation of a successful business, and call center software plays a crucial role in enabling organizations to communicate effectively with their customers.
From managing high volumes of inbound calls to providing personalized support, call center software has transformed how businesses interact with clients.
With many call center software options available, choosing the right one for your business can be overwhelming.
In this article, we’ll discuss the key features of call center software, and its benefits, and help you find the best software to meet your business needs.
What is call center software?
Call center software is a suite of tools designed to help businesses manage their customer service operations more effectively.
It is typically supported by advanced features such as Automatic Call Distribution (ACD), Interactive Voice Response (IVR), routing agents, CRM software, and many more, in support of existing call center services.
Call center software can help businesses handle high volumes of incoming and outgoing calls, improve call quality, and increase customer satisfaction.
Many call center software solutions offer multichannel support, enabling businesses to handle customer inquiries via email, chat, social media, and other channels.
Also Read: What is Call Centre
Call center software key features
Here are some of the key features of call center software:
- Call Routing: Enables automatic distribution of incoming calls to the most appropriate agent or department based on predefined criteria.
- Interactive Voice Response (IVR): This enables callers to navigate a menu of options to route their call to the right agent or department.
- Call Recording: Allows businesses to record and store conversations for quality assurance, training, or compliance.
- Analytics: Provides data on call volume, wait times, agent performance, and other key metrics to help businesses monitor and optimize their call center operations.
- Multi-Channel Support: Enables businesses to handle customer inquiries via multiple channels, including phone, email, chat, and social media.
- Integration with CRM: Allows call center agents to access customer information, history, and preferences to provide more personalized service.
- Automatic Call Distribution (ACD): Enables automatic distribution of incoming calls to the most appropriate agent based on availability, skills, and other criteria.
- Call Queuing: Allows businesses to hold callers in a queue until an agent becomes available.
- Call Transfer: Enables agents to transfer calls to other agents or departments.
- Reporting: Provides insights into call center performance, including call volume, average handle time, and customer satisfaction ratings.
Note: These features can vary depending on the call center software solution, so businesses must evaluate their needs and select a solution that meets their requirements.
Best call center software
1. Mekari Qontak
Mekari Qontak provides call center software based on a cloud-based CRM system. It provides flexibility and mobility for users to make phone calls from anywhere via the internet.
Mekari Qontak’s call center software is also easily integrated with other software programs to support customer service activities.
Pricing: Starting from US$ 55/month
Free Trial Length: 14 days
Key features:
- 360° customer overview as soon as a call is in the queue.
- Provide a better experience through an interactive voice response (IVR).
- Transfer calls quickly to increase the team’s effectiveness.
- Enable seamless collaboration and accessible communication among team members.
- Get voice recordings for a better and more automated customer service experience.
- Monitor agent performance and service levels on a rich visualization dashboard.
- Easily integrated with multiple apps such as Instagram, WhatsApp, Facebook, and others.
- Improve customer service satisfaction with a cloud-based phone call solution.
- Gain valuable insights with your custom call center reports and a personalized dashboard.
2. LiveAgent
LiveAgent call center software comes with a pre-built call center feature, making it easy to set up and use.
Once you create your account, you can easily find the option to set up the call center within your dashboard or through the getting started screen.
Pricing: Starting from $9 per user/month
Free Trial Length: 7 or 30 days
Key features:
- Allows businesses to set up a customizable phone menu system to route incoming calls to the appropriate department or agent.
- Businesses can make internal calls between team members without using external phone lines.
- Enable businesses to transfer calls to other agents or departments.
- Businesses can record and store all incoming and outgoing calls for quality assurance.
3. CloudTalk
CloudTalk is a call center software that allows you to manage all your calls from a single platform with an easy-to-use interface.
This software enables seamless communication between employees and customers, helping businesses to provide better customer service.
Pricing: Starting from $25 per user/month
Free Trial Length: 14 days
Key features:
- Offers businesses a comprehensive solution to manage customer interactions effectively.
- Integrates with various business tools to streamline communication and workflows.
- Automatic call tracking and recording features enable businesses to monitor and evaluate customer interactions.
- Designed for remote work, businesses can manage their customer service operations from anywhere.
- Businesses can enjoy high-quality calls that are crystal clear and uninterrupted.
4. Five9
Five9 is a call center software that helps agents create more effective customer relationships.
It allows businesses to engage customers on their preferred channel, streamline operations, and leverage the power of collaborative intelligence, AI, automation, and cloud computing to increase business agility.
Pricing: Starting from $149/month
Free Trial Length: 14 days
Key features:
- Utilize data gathered in real time from your customers to gain valuable insights for your agents and business.
- Quickly reach out to customers and resolve their issues on the first try.
- Enable your agents with tools to focus on providing a more personalized customer experience.
- Manage your agents with compassion while still delivering meaningful results for the business.
5. Aircall
Aircall is a cloud-based call center software that is widely used by teams all over the world. Setting up and integrating with your CRM and Helpdesk software in just a few minutes is easy.
Aircall allows businesses to customize their workflows and automate specific tasks to increase efficiency and productivity.
Pricing: Starting from $30 per user/month
Free Trial Length: 7 days
Key features:
- Easily adjust system settings, such as adding users or numbers, with just one click.
- Allow callers to wait in a queue until an agent is available to answer their call.
- Direct calls to teams based on location, language, skill, or other criteria.
- Put a current call on hold and initiate a separate call with a third party.
- Manage multiple calls simultaneously on the same phone number.
6. RingCentral
RingCentral is a cloud-based call center software that provides a complete communication platform with various features, including phone, messaging, and video conferencing.
It allows businesses to consolidate their communication needs into a single platform, making managing and streamlining communication processes easier.
Pricing: Contact them to find out.
Free Trial Length: Contact them to find out.
Key features:
- Allows businesses to receive incoming calls from customers in a streamlined and efficient manner.
- Enables businesses to proactively reach out to customers, whether it’s for sales, marketing, or customer support.
- Increasingly popular communication channels for businesses to interact with customers.
- Enables businesses to monitor and respond to customer inquiries and feedback on social media platforms.
7. Genesys
Genesys provides call center software that powers personalized experiences.
With Genesys, businesses can provide comprehensive capabilities and advanced features that put customers first, helping them to stand out in a crowded marketplace.
Pricing: Starting from $75 per month
Free Trial Length: 30 days
Key features:
- Provide customers with easy and flexible options to connect with your business.
- Enjoy a unified application with a contact center, workforce optimization, and business communications.
- Improve customer satisfaction, increase profits, and grow your business with Genesys.
- Seamlessly integrate business systems and incorporate new features to meet the evolving needs of your call center.
8. Knowmax
Knowmax is a call center scripting software that helps businesses avoid awkward silences during customer service calls.
With its call center scripting features, Knowmax enables users to create precise call center agent scripts for any scenario.
Pricing: Contact them to find out.
Free Trial Length: Contact them to find out.
Key features:
- Enables businesses to create custom decision trees with a no-code, do-it-yourself approach.
- Help businesses create an immersive and engaging customer experience.
- Allows businesses to create and manage help articles and frequently asked questions.
- Provides detailed insights into the health of a business’s knowledge base.
9. 8×8 Virtual Call Centre
8×8 provides a virtual call center solution that eliminates the need for centralized offices by allowing customer service agents to work remotely from home or in smaller regional offices.
With 8×8, businesses can set up a virtual call center that enables agents to handle customer calls from anywhere.
Pricing: Starting from $15 per user/month
Free Trial Length: 30 days
Key features:
- Ensures high uptime with a 99.999% SLA and a unified toolset that eliminates agent confusion.
- Help businesses boost agent and employee engagement, collaboration, and operational effectiveness.
- Offers support for all channels, including voice, email, chat, and social media.
- Provides tools for agent feedback, intelligent coaching, and collaboration.
10. Talkdesk
Talkdesk is an automation-first call center software that optimizes critical customer service processes.
The software also provides an omnichannel support feature that allows businesses to handle customer interactions across multiple channels, including phone, email, chat, and social media.
Pricing: Starting from $75 per user/month
Free Trial Length: Contact them to find out.
Key features:
- Provides tools for streamlined customer service, faster responses, and personalized support.
- Ensures businesses stay up-to-date with the latest customer service practices for better support.
- Helps businesses achieve outstanding customer experiences through provided tools and solutions.
The comparison of best call center software
|
Solution |
Pricing |
Free Plan |
Trial Period |
Key Features |
| Mekari Qontak | $55/month | Yes | 14 days |
|
| LiveAgent |
$9/user/month
|
Yes | 7 or 30 days |
|
| CloudTalk | $25/user/month | Yes | 14 days |
|
| Five9 | $149/user/month | Yes | 14 days |
|
| Aircall | $30/user/month | Yes | 7 days |
|
| RingCentral | Contact them to find out | Yes | Contact them to find out |
|
| Genesys | $75/user/month | Yes | 30 days |
|
| Knowmax | Contact them to find out | Yes | Contact them to find out |
|
| 8×8 Virtual Call Centre | $15/user/month | Yes | 30 days |
|
| Talkdesk | $75/user/month | Yes | Contact them to find out |
|
How to choose the best call center software?
Choosing the best call center software can be a daunting task, but here are some key factors to consider:
- Feature Set: Consider the features you need to run your call center effectively. Look for solutions that offer the required features, such as call routing, IVR, analytics, and integration with CRM software.
- Scalability: Consider the size of your call center and whether the software can scale to meet your needs as your business grows.
- Ease of Use: Look for software that is easy to use and requires minimal training. A user-friendly interface can help agents work more efficiently and reduce the learning curve.
- Integration: Consider whether the software can integrate with your existing systems, such as CRM, helpdesk, or marketing automation software.
- Cost: Consider the total cost of ownership, including setup, training, and ongoing support. Look for solutions that offer transparent pricing with no hidden fees.
- Customer Support: Consider the level of customer support offered by the vendor. Look for vendors that offer responsive support and provide resources such as documentation, training, and community forums.
- Security: Consider the security features of the software, including data encryption, access controls, and compliance with industry standards such as HIPAA or PCI-DSS.
- Reviews and Reputation: Check online reviews and ratings to see what other users say about the software. Look for vendors with a strong reputation and a track record of delivering quality products and services.
What’s next?
In conclusion, call center software is a game-changer for businesses of all sizes looking to enhance their customer service experience.
From improved call routing to detailed analytics, this software offers a range of benefits that can help businesses meet their customer’s needs.
By selecting the right call center software, your business can streamline customer support operations, improve customer satisfaction, and drive growth.
If you’re looking for a reliable call center software solution, check out Mekari Qontak. Mekari Qontak’s call center software provides comprehensive features to meet all your customer service needs.
Our call center software provides a range of features to streamline your customer service operations, enhance customer satisfaction, and drive growth.
Contact us today to learn more and request a demo!
