The Best call center software of 2022

Best call center software: Manage call volume with these software solutions. The best call center software provides a simple solution for an enterprise-grade telecom experience for small to medium-sized businesses.

Call centers used to be something that only enterprise companies could afford, but cloud phone systems (opens in new tab) can now offer an accessible and affordable call center solution so that all customers and staff Make it easy to manage your communication.

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As it’s all software-driven, it means no expensive hardware costs, let alone building your call center. Additionally, as it runs on your existing business phone system means all your communications can be handled through the same software and phones you already use. have been.

On top of all this, the best call center solutions can be distributed to home workers as well as office workers.

Standard features will include all forms of call routing, which should typically include interactive voice response (IVR) (opens in new tab) and on-hold messaging (opens in new tab). Also note that some call center service providers offer complete SaaS platforms, such as Contact Center as a Service (CCaaS) and Contact Platform as a Service (CPaaS).

Additionally, using the same software platform means being able to collect and analyze data about all aspects of your business communications, from KPIs for phone agents to workflows that result in the Best customer resolution happens. The result is the ability to generate reports on performance and productivity and clear ways to improve both.

The fact that a call center can now be run through a software solution means that the marketplace is becoming increasingly crowded, with existing VoIP providers offering a plan for you and legacy phone companies. are paired with To help simplify the decision-making process, we present the best call center software solutions below.

RingCentral Contact Center

RingCentral Contact Center

Innovative call center software provider

REASONS TO BUY

  • Omnichannel routing+
  • Easy cloud platform+
  • Powerful customizations

RingCentral offers one of the most advanced cloud-based phone platforms, and RingCentral contact center software is no exception.

The platform is designed around a number of core features, such as true omnichannel routing, CRM software integration, agent management software, as well as indispensable reporting dashboards and analytics.

What sets RingCentral apart from many competitors is that the service is built for the cloud, avoiding some of the technical issues that have plagued other vendors that have moved legacy systems online. and have tried to

Additionally, RingCentral’s Connect platform offers a powerful yet easy-to-use backend with a range of customizations that make it a leading CPaaS (Communications Platform as a Service) (opens in new tab) provider.

Channels

Local call center for sales

REASONS TO BUY

  • Uses local numbers from 75+ countries+
  • Good reporting suite+
  • Strong focus on sales+
  • Affordable

REASONS TO AVOID

  • Sales focus may be too narrow for some

Formerly known as CrazyCall, Channels is a cloud-based service that can be easily managed through an app. You can make calls through the automatic dialer as well as the Click-to-Call browser extension.

A unique feature of Channels is that it allows you to route outgoing calls through local phone numbers, which can increase response rates for sales calls. Call recording comes as a standard to help monitor agent results, and reporting is included so you can organize and analyze calls and manage success rates.

Rather than providing general customer/client support, channels focus more on becoming a sales calling platform and doing it well, especially in terms of improving conversions and increasing ROI.

Pricing includes features like IVR, free incoming calls, 30-day call recording, e-commerce integration, and live chat integration.

Freshcaller

Freshcaller

Easy to use call center software

REASONS TO BUY

  • Cloud hosted PBX+
  • No hardware required+
  • Designed for small businesses+
  • Free basic tier

REASONS TO AVOID

  • Need to purchase numbers

Freshcaller is an all-in-one call center platform powered by the cloud and easy to use. Everything can be managed from a single control panel, and calls can be made with just one click.

The fact that it requires no hardware makes it an obvious solution for small businesses, but it still includes many features, such as call masking, routing, recording/monitoring, forwarding, and conferencing calling. While this allows for global usage, local numbers still have to be purchased through the FreshCaller Management inventory.

Overall, it’s a good general platform for integrated calling purposes, and the fact that it’s Internet-based makes it very accessible and affordable. The starter level is free to use for unlimited agents, with the only cost being call charges.

Paid versions are available, with more expensive options offering more advanced features, such as call routing after business hours and metrics, as well as service level monitoring and omnichannel routing.

Five9

All-in-one call center solution

REASONS TO BUY

  • Intelligent routing+
  • CRM integration+
  • Focus on increased productivity

REASONS TO AVOID

  • Pricing isn’t as competitive as some rivals

Five9 is an all-in-one call center solution that enables customer support and sales management through a single dashboard. In addition to all the usual features you’d expect, it also includes predictive AI to maximize efficiency between teams.

This means that if there is an increase in inbound calls, agents normally involved in outbound calls will be diverted to handle the additional workload and vice versa. It comes with various settings and features, all focused on improving performance.

If that wasn’t enough, the solution also integrates with several major CRM software platforms, such as Salesforce, Zendesk, and Oracle. Five9 is also a cloud-based solution, making access easy without the need for telecom hardware. Designed for anything from small business to enterprise needs, pricing is tailored to fit the need.

 ZenDesk

 ZenDesk

Call center with CRM

REASONS TO BUY

  • CRM with call center+
  • Customer-focused solution+
  • Easy to use

REASONS TO AVOID

  • Empty List

While many cloud call center providers build customer relations management (CRM) into their products, ZenDesk has done it the other way around by building a cloud contact center around customer relations management. The result is ZenDesk Talk, a streamlined and sleek solution that truly puts the customer first.

Customer service teams are now able to provide telephone support from the same place they manage other channels, providing customer information and history as the call is made. The goal here is to maximize efficiency and workflow by presenting everything together. However, along with calls, Zendesk Talk also has SMS built-in, with texts automatically working to escalate tickets, making it easy to keep track of communications.

Additionally, there are all the features you’d normally expect with a call center solution, not least call recording, IVR, routing, and real-time monitoring. As a cloud-based system, it can be set up in minutes and allows analytics KPIs to be tracked and monitored.

More call center solutions

Improvements in Internet and network technology have allowed cloud solutions to flourish, and while we’ve covered the best in contact center solutions, here are some strong contenders to consider:

LiveAgent (opens in new tab) is a help desk solution for better customer service, including the ability to route and handle phone calls in its more expensive plan. At its core, LiveAgent is a CRM platform that handles email ticketing and lives chat, but its all-inclusive plan for $39 per month per agent includes all the options and analytics you need with a cloud contact center. will be expected. Service delivery.

TalkDesk offers an enterprise cloud contact center that allows you to achieve great efficiency and cost savings. It’s easy to use but packed with a wide range of advanced features, and numerous integrations are available to improve productivity. The system can be adapted and customized to your needs, but automation is available for routine tasks to help improve workflow.

8×8 offers a dedicated cloud contact center with its VoIP services, including features like omnichannel routing and analytics, as well as CRM integrations with Salesforce, NetSuite, Microsoft Dynamics, and Zendesk. A range of options is offered. The focus here is not just on providing communication solutions but a platform to improve productivity and efficiency.

VICIdial (opens in new tab) is the most widely used open source call center platform, and it’s free to use. This solution is also feature-rich and is undergoing continuous development. You can either download and install it on your server network or choose to use VICIdial’s own hardware and let the company manage everything for you. Since VICIdial is open source, you are not locked into any vendor.

Another option to keep in mind is Twilio Flex which bills itself as ‘the world’s most flexible cloud contact center’. Some of the major advantages of this particular system include the ability to deploy a call center very quickly – within a week, the company promises – and not only that but also on offer to develop the right business solution for you. There is also more flexibility. Requirements (for example, it’s easy to add something like a chatbot to your existing contact center solution). Twilio offers a free trial and pricing is set at $150 per user per month (or you can opt for an hourly rate if you think that would be better).

How We Tested the Best Call Center Software

To test out the best call center software, we looked at a number of popular options as well as got recommendations from people we know who run call center software. We then tested each platform to see how user-friendly each was, as well as to determine what tools and advanced options were available. Prices were also taken into consideration when determining our best list.

Which call center software is best for you?

When deciding which is the best call center software to use, first consider what your actual needs are. For example, someone who only wants to talk to a handful of people on a casual basis may find a simple option is the most economical while still providing all the necessary equipment that will be needed. However, if you’re planning to use call center software for professional or business purposes, especially with a large number of people and on a regular basis, you’re probably looking for more advanced tools. Would like to see the options that are included

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