BEST CALL CENTER MANAGEMENT SOFTWARE

call centre management software

 

TABLE OF CONTENT:

 

what is call centre management and why is it important?
The brief description of call centre management software.
How Does Call Center Software Work?
Advantages of Call Center Software
Features of Call Center Software
Costs of Call Center Software
Examples of Call Center Software
Detailed features of each software with their benefits, pricing, reviews and ratings.
Suggestions to buyers according to their type of call centre.
Comparison of different call centre management software

CALL CENTER MANAGEMENT

Call centres play a key role in bridging the gap between the business management and its consumers. With the advent of technology, many businesses are now handling floods of customer queries and opinions. This, in turn, allows for management to better understand their consumer’s needs and problems.

WHAT IS CALL CENTER MANAGEMENT SOFTWARE?

It is a system that allows businesses to manage multiple communication channels such as phone, email, live chat, instant messaging, SMS text, and social media.

Call centre software comes in many forms and functions including

  • Auto dialer
  • Call centre monitors
  • Call accounting solutions
  • Call analytics
  • Predictive Dialer
  • Computer telephony integration (CTI)
  • Interactive voice response (IVR) and
  • Automatic call distributor (ACD).

It can be utilized as part of a customer support platform or help desk system with ticketing functionality to help agents respond to customer queries and resolve issues.

Despite its seemingly diminishing status and the wide availability of self-service channels, the phone is still a favoured tool by customers. A research study by Harvard Business Review found out that 57% of customers end up shifting from the web to phone (inbound call) for support.

Meanwhile, according to eConsultancy, customers prefer the following support channels when they need help: phone, email, live chat, online knowledge base, and “click to call” support automation.

On the side of businesses, a Contact Center Survey revealed that 62% of organizations view customer experience provided through contact centres as a competitive differentiator.

TYPES OF CALL CENTER SOFTWARE

The purpose of call centre software is to help businesses manage customer communication coming from multiple channels and sources. Depending on how communications are processed and how the system is deployed, call centre software can be classified into the following:

  • On-premise call centre systems.These are usually sold with on-time utilization license where the company user takes care of the upgrade and maintenance of the call centre. These normally require the installation of private branch hardware and equipment and are the most professional type of call centres, although they are also the most expensive.

 

Freshdesk’s ticket dashboard shows your key metrics at a glance.
  •  Cloud-based call centre systems. These are also SaaS models with the call centre hosted in the cloud, accessible from anywhere without the need for downloading or installing the software. These are the most affordable call centre systems.

How Does Call Center Software Work?

Call centre software typically facilitates the following steps:

  • The system identifies the customer by checking the unique entry in the database (DB), and if the caller is not in the DB then the software usually adds the new caller’s entry for future reference.
  • If the caller’s entry is in the DB, the records are accessed and showed to the agent when they get a call, equipping the agent with enough information about the customer including issue history before handling the call.
  • When the caller has provided a reply to the automated response or by verbal acknowledgement, the call is properly queued according to the mapping in the DB (usually based on agent skills set and the queue name).
  • As the call is pushed to the queue, all agents that are mapped to that queue can pick up the call manually or take it as an automatic assignment based on a scheduling system.
  • Upon taking the call, the agent can assist the customer by giving instructions over the call or through email, having supervisors/senior agents in on the call for guidance and faster resolution, or even by taking remote access to the caller’s system.
  • If the issue is not resolved at that time, the system allows the agent to keep the interactions with the customer and can do a regular follow-up to keep track on the status and progress.
  • Based on the customer’s response, an agent can indicate the status of the ticket as open, closed, resolved, or requires follow-up.
  • When the status of the ticket is marked as “closed”, an automated survey call or email is sent to the customer for feedback, the results of which can be utilized by the company for its marketing strategies or other purposes.
  • As you can see from the steps above, system streamlines an otherwise tedious process and makes the job of call centre agents easier and less complicated, ensuring efficiency and productivity to assigned personnel, and providing quality and prompt support to customers.

ADVANTAGES OF CALL CENTER SOFTWARE

The overall goal of a call centre software is to enable your business to provide the best customer support, on time help, and optimal customer experience. Here are the following advantages of call centre software:

  1. Lower costs.The more popular and budget-friendly SaaS and hosted solutions can provide you a call centre system without the worry of installation, hardware, upgrades, and maintenance while keeping the system secured and up all the time. The definitely equates to lower cost.
  2. Small remote teams.  Adding to your cost savings is having remote agents for your virtual call centres. They can beat any geographical location and as long as they have internet connected devices, they form part of your team.
  3. Enhanced security.Call centre software, especially cloud or hosted platforms, carry security features to keep your call centre operation safe and running all the time. Operational flexibility.  The software can be integrated with your existing apps for CRM, CEM, e-commerce, marketing solutions, and others, giving you a powerful platform. It is also highly configurable to meet all sorts of organizational needs.
  4. Productivity booster.Call centre software is packed with intuitive and automated features such as auto-dialers, monitoring tools, time routing, prioritization, and call route matrices. Each system works on KPIs to measure the productivity of each agent, and to reveal real-time feedback on how your customer support is actually doing.
  5. Improved customer relationships.Improving customer relations starts with delivering the best customer support. Call centre software gives you the means to provide optimal, reliable and prompt customer service. The customer is king, and if they feel their issues are taken for granted, they can easily churn which you wouldn’t want for your business.

FEATURES OF CALL CENTER SOFTWARE

We can only fully understand what is call centre software by learning about its features. Here are some of the key functions and features of call centre software:

  1. Controlled Telephony. Call centre software is just like your typical phone but re-engineered for call control with a mouse click enabling you to hold, transfer, or mute callers. Of course, the system can do more than just voice calls; it can do the live chat, conferencing, email, and even respond to social media messages.
  2. Automatic Call Distributors.ACD comprises the heart of every good call centre. It enables route calls to the most appropriate agent without you being involved in the process while monitoring performance and gathering information.
  3. Interactive Voice Responses.IVR is the ‘meanwhile feature’ that takes care of callers before/after they are connected to the appropriate agents. These could be message greetings, service prompts menu, or waiting for queue coverage.
  4. Call Queues.These are used by virtual call centres so that customers don’t ‘disappear’ after being told that they have to wait. Each department/agent gets specifically designed waiting queue where customers arrive after being skills routed, and a special dashboard is used to measure statistics based on real-time data.
  5. Disposition Codes.This feature tags the outcome of every call such as ‘Not interested’, ‘Transferred to IT support’, ‘Refunded’, and so on. Agents select the code from a special menu and attach it to the profile of a particular caller.
  6. Call Barging.Developed for new agents, this gets to transfer the call to the manager (without informing the client about it) who can drop in on the agent’s behalf using a feature called whisper coaching.
  7. Predictive and Power Dialers.Used primarily to inform a client when an agent becomes available, and can even make calls automatically and connect the agent to a group of callers.
  8. Voicemail and Notifications.These allow customers to leave a message for the agent when he is not available. Advanced systems are capable of transcribing messages, or email them to the agent to keep messages within the activity feed.
  9. Real-Time and Historical Reporting.The reporting feature is view and learns about metrics including the number of calls per day/line/agent/department, average duration, average abandoning rate, waiting time, service level, and more.
  10. This significantly extends the functionality of the system, allowing it to work with third-party apps to secure more client/caller information, process and analyze customer data, build up customer relations, and do other tasks right within a single platform.

 


CALL CENTER MANAGEMENT SOFTWARE REVIEWS AND FEATURES 

To give you an idea of this market niche and how they differ from each other, here are top examples of call centre software.

FRESHCALLER:

Freshcaller is a cloud PBX system using which you can purchase local and toll-free phone numbers in 40+ countries. It lets your team engage in contextual conversations with your callers. Freshcaller is the ideal call centre for startups and small teams. With Freshcaller businesses can choose to record all their phone conversations and allow supervisors to listen and speak to customers real-time.

FEATURES:

Route To GroupsMulti-Level IVR
Wait Queues Auto-Receptionist
Real-Time Phone ProvisioningAgent Presence Status
Call BlockingCustomer Interaction History
Automatic Call RecordingCall Barging

PRICING:

SPROUTBLOSSOMGARDEN

$0

UNLIMITED agents + pay per min

$19

agent/month + pay per min

$40

agent/month + pay per min

 

PRIMODIALLER

All-in-one Cloud Contact Centre giving you all the features & benefits of an advanced VOIP Dialler system from a British based team. Increase Sales. 

Create a complete multi-channel contact centre, which is simple, fast and flexible. With us your customer service is faster, seamless and complete customised to your requirements. By using Primodialler can talk to more people in less time. Grow your profits instantly

FEATURES:

 

Virtual Call Center

Queue Manager

Quality Management

Progressive Dialer

Premise-Based Call Center

Predictive Dialer

Outbound Call Center

Manual Dialer

Live Chat

Knowledge Base

 

Deployment

  • Cloud, SaaS, Web, Installed – Mac, Installed – Windows, Mobile – Android Native, Mobile – iOS Native

 

Excellent Service, Brilliant product

Feb 05, 2018

KavitaKumari, Director, United Link Human Resources, 1-10 employees

Used the software for: 6-12 months

 

 

‘Really professional approach.’

Feb 05, 2018

AsifQabal, Director, AQ Calls

Used the software for: 6-12 months

 

 

VOCALCOM

Vocalcom Provides Cloud-based Collaboration, Communication, & Customer Contact Center offering robust features & backed by Amazon Web Services (AWS).

FEATURES

Blended Call Center

 

Call Logging

Call Recording

Campaign Management

IVR / Voice Recognition

Inbound Call Center
Call Routing

Live Chat

Predictive Dialer

Progressive Dialer

 

Deployment

Cloud, SaaS, Web

 

The Pure cloud platform has assisted us in revolutionizing the way we do business.

Dec 19, 2017

Chris Brooks, Director, Call Center and HR Operations

SHAG CLF

Used the software for 1-2 years

 

Feature rich solution with simple licensing model

Feb 02, 2018

Larry Hitchcock, Global Client Technologies Manager, Genesys

using the software for: Less than 6 months

 

FOCALSCOPE

Web-based live chat and ticketing help desk solution which supports its users to manage large amounts of emails & provide high-quality customer service.

Trusted by companies such as Radisson, American Express and DHL to reduce response times and bring their customer support to the next level. Get a complete overview of your email communication.

Focalscoope provides collaborates across departments, use comprehensive analysis tools, SLA, IM & standard responses to do more with less effort. No implementation needed.

 

Deployment

  • Cloud, SaaS, Web
    Installed – Windows

FEATURES

  • Alerts / Escalation
  • Appointment Management
  • Automated Routing
  • Complaint Monitoring
  • Automatic Customer Notices
  • Contract Management
  • Customer Experience Management
  • Trouble Ticketing
  • Self Service Portal
  • Known Issue Management

FocalScope has been a blessing

Jan 28, 2018

Anil David

CEO

Agape CP

Used the software for 1-2 years

 

FocalScope is a wonderful email and lives chat solution. It is so simple to use !

Nov 27, 2017

Kajsa Larsson Sales department Folkeferie

Used the software for: Less than 6 months

 

CALLN

Cloud based VOIP call recording solution with features such as analytics, compliance, and improved employee performance. Calln is als the good call centre management software solution.

 

Deployment

Cloud, SaaS, Web

Professional, and knowledgeable experience.

Dec 19, 2017

Justin Eddison, Account manager, Macy`s

Apparel & Fashion, Used the software for: Less than 6 months

 

ZINGTREE

Zingtree makes it easy to create and deploy interactive agent scripts for call centres or live support. Integrates with Zendesk, Salesforce, Freshdesk or other CRM and Help Desk systems. Script history is synced with each ticket, so when a call is transferred, the new agent can pick up where the previous one left off. Managers also get full analytics to find bottlenecks, problem areas and also see how different agents perform.

 

Deployment

  • Cloud, SaaS, Web

FEATURES

  • Blended Call Center
  • Premise-Based Call Center
·       Call Scripting
  • Virtual Call Center
  • Inbound Call Center
  • Call Logging
  • Knowledge Base
  • Call Recording
  • Outbound Call Center
  • Call Routing

 

Amazingly intuitive software for building decision trees

Apr 19, 2016, Marketing and Advertising

Used the software for: Less than 6 months

 

Make Your Own Knowledge Base

May 31, 2017

Crystal Ignatowski

 

Marketing Content Developer

Surety Solutions, LLC


MEGACALL

No matter the size of your business, calling any contacts from your list using MegaDialer will be completed in only a few minutes

Deployment

  • Cloud, SaaS, Web

FEATURES  

Blended Call Center

Knowledge Base
Call Logging

Escalation Management

Call Recording

IVR / Voice Recognition

Call Routing

Inbound Call Center

Call Scripting

Campaign Management

 

The height of professionalism

Feb 01, 2017

Paul Anderson, General Manager

Onedirect Ltd. Telecommunication

Used the software for: 6-12 months

 

Best dialer software company

Jan 22, 2017

Martin Thielst, Owner, Quality sales

Outsourcing/Offshoring,

Used the software for: 6-12 months

 


XCALLY

Omnichannel solution for Inbound, Outbound and Blended Contact Centers.Asterisk call centre software HTML5, with ATI API for integrations, WebRTC, Drag and Drop Asterisk IVR and more. Engage your customers with the Motion unique technology: multichannel, real-time, powerful and effective. Xcally provide the best Customer Journey Experience using the Voice, Web Chat, E-Mail, SMS and Fax channels

Deployment

  • Cloud, SaaS, Web

 

Live ChatOutbound Call Center
Manual DialerPredictive Dialer
Inbound Call CenterIVR / Voice Recognition
Blended Call CenterCampaign Management
Call LoggingCall Routing
Call RecordingCall Scripting
Premise-Based Call CenterProgressive Dialer
Queue ManagerVirtual Call Center

 

CALABRIO ONE SUITE

Calabrio ONE is a unified workforce optimization (WFO) software suite including call recording, quality management, workforce management and voice-of-the-customer (VoC) analytics that transforms the contact center into a customer engagement center and a valuable source of customer insight. Calabrio is easy to Use, Quick to Install, Simple to Support.

Deployment

Cloud, SaaS, Web
Installed – Windows

FEATURES

Call RecordingOutbound Call Center
Blended Call CenterEscalation Management
Inbound Call CenterPremise-Based Call Center
Quality ManagementVirtual Call Center


PanTerra

Since 2001 PanTerra has been offering the industries most advanced features for inbound call centres. We are committed to continuing to roll out new features as the technology changes, to guarantee your Inbound Call Center never becomes antiquated again.

Deployment

 

Cloud, SaaS, WeB

FEATURES  

 

Campaign ManagementVirtual Call Center
Call RecordingQueue Manager
Call RoutingEscalation Management
Call LoggingInbound Call Center

 

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