Powerful Call Center Software for Faster Customer Support 

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 network.

Main features: Mobile Access, IP Phone, ACD, IVR, PBX System, Agent Routing, VoIP, Wallboard Inbound & Outbound, Agent Routing, Dedicated Support, Omnichannel etc.

2. Bitrix24

Bitrix24 offers call center software that makes it easy for teams to collaborate with each other. It is able to speed up the process of fulfilling customer requests.

Main features: Work Capacity, Task Ranking, Kanban Board and Custom Workflows.

3. TalkDesk

TalkDesk is a call center CRM that helps users manage telephone support more quickly. It supports call center teams in creating consistent customer relationships.

Main features:: Session Routing, Session Queuing, Concurrent Calling, IVR, Inbound Screen Pop and Persistent Data.

4. CloudTalk

CloudTalk is an innovative call center application provider because of its various unique tools for its users. For example, a costume queue feature that determines which agent is appropriate to serve customers

Main features: Record Calls, Generate Location, Call Types and Click-to-Call.

5. RingCentral

RingCentral is a flexible cloud-based call center system. It can direct outgoing calls to the right individuals.

Main features: Record Calls, Generate Location, Call Types dan Click-to-Call.

6. osDial

osDial is call center software that uses an open source license to greatly reduce costs without sacrificing quality or functionality. It is able to make calls with the most flexible and cost-effective dialer.

Main features: Call Monitoring, Call Recording, Call Transfer, and FTC Compliance.

7. Five9

Five9 is a cloud-based CRM call center. It leverages AI to create personalized customer experiences.

Main features: IVR, Predictive & Progressive dialer, Preview Dialer and TCPA Compliance.

• Inbound Call Centers: receive incoming calls to assist Order processing, Technical support, Loyalty program, Hotline, Delivery, and Help desk service.
• Outbound Call Centers: make outgoing calls for Appointment setting purposes, Conducting customer surveys, Welcome calls to customers, Market research, Telesales, Billing explanations, Event registration and Product recalls
• Automated Call Centers: automate processes for a business, such as: Appointment reminders, Online scheduling
  Check-in reminders, Email management, Holiday greetings, SMS texting and Dealer/franchise locator.

No, it’s different. The key difference is that a call center is focused on resolving customer queries; it is a subset of a BPO company and usually involves only phone work. Meanwhile, a BPO company performs back-office tasks for any business like customer support or accounting functions, whereas a call center company handles just telephone calls.

Call center representatives are responsible for responding to every customer call, listening to customer problems, and solving them. Representatives also have to make sure customers get the help they need quickly through inbound and outbound phone conversations with them.

A point of contact (POC) is the individual or department responsible for communicating with the customer. They serve as information coordinators and organizational representatives in an activity or project.

Their role is to maintain better customer relationships. POC also helps to increase brand awareness and visibility in the market.

The essential features of call center software are:

• Call recording
• Intelligent call routing
• Call monitoring
• Omnichannel
• Call center analytics

Here are the benefits that businesses can get by using a call center software:

• Better customer service management, where the app will forward calls based on product category, and customer location, and ensure that they are handled by the best agents in the field.
• Improved reporting features, including sales rate, revenue per call, case time, case category, and the ability to evaluate the number of calls.
• With increased productivity and efficiency, agents can handle all incoming and outgoing calls quickly and easily in one application.
• Great customer experience, where agents can provide customized, accurate, and personalized information for each individual customer.

• Receive calls from customers (inbound calls) that are automatically distributed among agents with the Automatic Call Distributor (ACD).
• Create a queue system to better delegate calls recieved my agents.
• Make automatically recorded outbound calls on the call center software.
• Store all recorded calls automatically using the call recording feature

To set up the call center software, you must sign up for a free trial or paid plan with Mekari Qontak. Next, you need to transfer your new or existing business phone number. After that, Qontak will configure the software the way you want it for call management. Part of the configuration may also include integration with other tools your business uses to provide customer service, such as CRM, help desks, ticketing systems, WhatsApp API and more.

One of the call center software providers in Indonesia is Mekari Qontak.

Mekari Qontak offers an end-to-end IP Phone solution to serve customers for all types of businesses. Integrate the call center software with other omnichannel solutions connected to the CRM.

Main features include: mobile access, ACD, IVR, PBX system, agent routing, VoIP, inbound and outbound Wallboard, agent routing, dedicated support, omnichannel integration and more.