When it comes to reaching out to customer service, people often prefer phone support. The familiarity of talking on the phone with real humans develops a trust factor between the customer and the customer support agent. It also helps resolve the issues immediately.

Call center GIF

Across the globe, 96% of consumers say that customer service is a crucial factor in their choice of loyalty to a brand.

While phone support for customer service is easy to reach as a medium for customers, managing it is a significant challenge for many growing companies.

Though it’s an excellent way to help customers, it is time-consuming, least cost-effective, and most challenging to measure the customer support channel.

As per a survey, when contacting customer service, 72% of consumers expect the agent to know everything about them – who they are, what they have purchased, and have insights into their previous engagements.

So, it is inevitable for firms to provide exceptional customer service. There used to be times when call centers used to be the data storehouse of multinational corporations. But, these days, there are software solutions designed explicitly for business use.

Additionally, they offer different pricing based on your usage. Thus, call center solution providers can be accessible for businesses of any size. The call centers therefore prove to be successful in revolutionizing the overall customer experience.

What is Call Center Software?

Call center software is more than something that connects agents to customers. It’s a system that contains a multitude of features, designed to support every aspect of a contact center. Regardless of whether you deal with inbound calls, outbound calls, or a combination of both, VoIP call center software can help you streamline your customer support in order to provide exemplary service.

Contact centers don’t only focus on phone calls, and many solutions offer omnichannel support. This means you can manage all communication from one platform, creating a seamless customer experience.

Benefits of an Intelligent Call Center Software Solution

A ) Cost-efficient

Being cost-efficient is the most crucial aspect of any process we set up in an organization. So, let’s see how a cloud-enabled call management software solution does that:

1. Better staff planning

An intelligent software solution enables you to make data-driven decisions. Hence, you can foresee the workload expected by your business and manage your human resources accordingly, resulting in a reduced overstaffing situation.

2. Fewer compliance issues

Most of the top call center software have a compliance system that guarantees compliance and helps you effectively reduce compliance fines.

3. No hardware costs

Since the modern call center apps are cloud-enabled, it requires a smart device and internet connectivity. Therefore, you can save up your cost on the hardware and its maintenance.

B ) Increased revenue

1. Productive practices

The advanced features of top call center software encourage effective practices. For instance, a component such as a power dialer allows you to upload a list of numbers and dial them automatically after the previous call is done. This helps you eliminate monotonous tasks, save time and reduce errors.

2. Data-driven practices

Data helps you understand your customers and predict their buying patterns. By leveraging data, your campaigns are more likely to succeed and yield positive results with data.

3. Reduced wait time

With the proper practices in place, call management software helps you reduce wait time drastically.

The workload forecast notifies you beforehand if there is a shortage of staff. Also, the AI-empowered chats help customers themselves resolve their queries by providing self-help resources.

C ) Consistent customer experience

1. Empowered staff

Call recording allows your company to keep records of customer interactions and allows you to train your team better and provide more consistent experiences.

It helps you create a development-driven environment where the process is transparent and allows the agent to analyze their performance.

2. Scalability

Good VoIP call center software will help you with features that are quickly scalable without revealing the behind-the-scenes of your organization. 

Whether you need to shoot up your human resources or lay back for a while, you can do it all without making any amends to your current contact information.

Today, almost all the solutions are built to support your present needs and empower your future plans seamlessly. Moreover, the solutions grow with your company.

3. 360-degree overview

A cloud system provides you with better visibility and control over the entire company’s processes. For example, no matter the number of locations your system is being accessed from, you can exert control from a single source on the number of people accessing the system.

Bringing a change in the existing processes can never be entirely frictionless. Setting up a whole new system, establishing new procedures accordingly, training your staff are a few things that might take up some time initially. But remember, the return on investment will be much more significant over time.

When deciding on which call center solution provider to choose, you need to weigh up what features are on offer and how they would benefit you. While an all-in-one solution sounds great, it might be costly if you don’t actually need everything it offers. 

Now that you know what to look for when evaluating call center tools, let’s take a look at the best options available.

Best 14 Call Center Tools 2021

1 ) Avaya

Avaya, a California-based company, provides you with an international solution for your call center needs. It offers on-premise, public, and hybrid cloud solutions. Most of its clients belong to the healthcare, education, and insurance industries.

With a complete unified platform and automated processes, customers can reach you in any format. It makes use of Artificial Intelligence to match each customer with the best suitable agent.

Further, Avaya offers unbeatable customer support 24/7 on different channels – phone, email, live chat, and video. Besides, an information-rich knowledge base helps customers solve their issues.

Avaya

( Source: avaya )

a) Pricing

Avaya is way too costly than other call center software providers. Its plan starts from $109 per user, per month.

b) Features

  • Optimize Voice Strategy: Determine when customers need assistance from the agents by automating solutions for inbound and outbound speech, video, email, and chat applications.
  • Digital Channels: Enable agents to handle all customer channels through a single platform. Match the customers with the best agents to enhance the customer experience.
  • Mobility: Know when the customers are using mobile devices and offer them an online experience accordingly. Give them enriched service options just like wired callers.

c) Why use

  • You can easily personalize the HR call center apps as per your requirements and your customers’ needs.
  • Create smarter and intuitive interactions with Artificial Intelligence and enhance customer experience.
  • Use real-time and historical data to know the area of expertise and the improvements required by the agents.

d) Why not to use

  • There is no distinct ring to separate a line on hold and a regular incoming phone call.
  • The continually increasing price is a significant drawback of the software.
  • Calls are often disconnected while transferring.

e) Customer Reviews

The average user rating for Avaya is 3.9.

2 ) CallHippo

CallHippo call center solution providers cater to every small or open source call center software requirement. With no upfront investments, CallHippo follows a pricing model where you require paying only for the features that you use.

Deploying a SaaS-based call center is very quick in your organization. The illustrations for working of every element offered enables your customer support team to adapt it quickly

With CallHippo’s calling software, you can handle inbound and outbound calls without any geographical restrictions. It offers an array of calling features to enhance the customer experience

CallHippo Virtual Phone Number Providers in Australia

Moreover, it helps your agents deal with client questions effectively; thus, boosting their productivity.

a) Pricing

CallHippo offers four different plans that vary in the features included. This includes – Bronze ($14 per user, per month), Silver ($18 per user, per month), and Platinum ($30 per user, per month).

b) Features

  • Global Connect: Know the right time to call your clients. Find out the time zone (time, day, and date) of a particular country where you want to place the call within a fraction of a second.
  • Local and Toll-free Numbers: Select the best small business phone number from 50+ countries. Name the country, and CallHippo provides you with the local and toll-free number at an affordable price.
  • Voicemail: Let your callers drop a message when you are inaccessible. Ensure no customers are left unattended at your call center tools with customized Voicemail services.

c) Why to use

  • You can enhance customer experience by gaining insights into customer history and other data when you receive a call.
  • With a highly responsive customer support team, your agents can receive real-time solutions for any queries or questions.
  • Along with Predictive Dialer capabilities, it also offers a keypad if your customer’s support agents want to make off calls.

d) Why not to use

  • The reporting abilities are basic and limited.
  • It lacks some features like IVRS.
  • The dashboard should have been easier to use.

e) Customer Reviews

The average user rating for CallHippo is 4.5.

3 ) Five9

Five9, a leader in offering VoIP call center software services, has been creating a powerful customer experience since 2001.

Apart from standard features like IVR, it provides a range of open source call center software functionalities – be its inbound call center or outbound call center software, or a combination of both. With a complete set of integrated capabilities, it renders increased productivity without any capital expense and maintenance cost.

With a flexible architecture, it adapts to your expanding business needs. Further, it enables businesses to incorporate CRM, workforce management, performance management, and many other solutions. It also helps drive your business outcomes with proper data collection and analytics.

Five9 alternative-CallHippo

( Source: five9 )

a) Pricing

Five9 call center apps in the USA start at $100 per user, per month. However, it varies depending on the seats, usage, and features required.

b) Features

  • Predictive Dialer: It is an automated telephone dialing system that connects the customer support agents only to the calls that will be answered by people.
  • Call Center Metrics: It enables the call center to measure and monitor the performance of the business.
  • CRM Integration: With pre-built CRM integrations like Salesforce, Oracle, Microsoft, Zendesk, NetSuite, and Velocify, agents can obtain the information they need to make customers happy.

c) Why to use

  • The process of starting or answering a call, and then logging a call disposition with its notes is simple.
  • You can customize the call labels or dispositions to match the ones used in your CRM.
  • Call Monitoring and Recording work well, and you can easily manage it.

d) Why not to use

  • You cannot do remote monitoring. You have to do it with clients.
  • The user interface for the agent app should be more user-friendly.
  • There is no history tracking for the messaging system.

e) Customer Reviews

The average user rating for Five9 is 4.19.

4 ) Nextiva

If you are new to the virtual phone system and may require extra support; you must give Nextiva a shot. With its efficient features, it helps your business unify the communication process.

Further, it has built a platform that fits in a company of any size – from small and medium enterprises to large enterprises. When it comes to its clients, most of them are family businesses, franchises, and sole proprietorships.

Nextiva’s excellent phone service with advanced tools help businesses in prospecting, engaging, and managing customers.

With real-time insights into the data of customers, the agents can make every customer feel that they are your only customer. Nextiva tailors the calling software as per your business requirements.

Nextiva

( Source: nextiva )

a) Pricing

Nextiva offers four call center plans – Call Center Pro at $50 per month, Call Center Enterprise at $100 per month, Contact Center Pro at $100 per month, and Contact Center Enterprise at $130 per month. There is no free trial option, but they provide a demo.

b) Features

  • Real-Time Reporting: Measure every customer interaction and share customer information in real-time across your business and enable everyone to make better decisions.
  • Automatic Routing: Right from routing all calls to a specific list of agents to offering all incoming calls to all agents at once, it has different routing options.
  • Interactive Voice Response: Build multiple layers of IVR at one place while including the capability of connecting to other platforms and phone numbers.

c) Why to use

  • You can customize the music or record the callers hear while waiting for their call to get answered. It results in fewer customers hanging up the call.
  • Without any changes in infrastructure, you can scale it to any activity fluctuations immediately.
  • To enhance customer experience, you can route customers to the exact agent they need at the right time.

d) Why not to use

  • Nextiva might not be able to integrate with your older systems.
  • It requires rigorous training for staff to adapt to Nextiva’s work.
  • The app for the software is a bit inconvenient to use.

e) Customer Reviews

The average user rating for Nextiva is 4.

5 ) 8 x 8

8 x 8 cloud solutions help businesses take their customer and employee experience to another level. With a single system of intelligence on one platform, it enables your business to communicate faster and smarter. Backed by exceptional customer support, 8 x 8 guarantees excellent reliability.  

Having helped over 40,000 business organizations in bridging business communications, it stands out in the industry with a robust communication platform based on the cloud.

It combines your business phone systems and a cloud contact center to deliver unified communication solutions. If your call center solution provider is seeking robust, seamless services, 8 x 8 is a dominant choice to make.

8 x 8

( Source: 8×8 )

a) Pricing

8 x 8 Call Center pricing is available by quote. You can request a quote based on your needs.

b) Features

  • Omni-channel Routing: Match every customer with the best agent, over any channel, at any time. Route the calls based on Skills, IVR, Inbound Chats, and more.
  • Expert Connect: Bring agents and experts together to increase first contact resolution by 30% or higher.
  • Quality Management: Identify and monitor agents, highlight high-performing agents, and enable collaboration built into the application to increase productivity.

c) Why to use

  • Leverage the system’s flexibility by adding new users and integrating it with industry-leading business systems worldwide.
  • You can avail a complete set of communication tools to engage in virtual meetings, business phone services, and contact center solutions.
  • It offers a user-friendly and management-ready application.

d) Why not to use

  • The desktop app is pretty weak, slow to open and use.
  • If you have a lot of numbers to port over, their per number port fees are higher.
  • The software rings the phone and the computer simultaneously. It can be a problem for many.

e) Customer Reviews

The average user rating for 8 x 8 is 3.92.

6 ) RingCentral

With RingCentral, you can transform your customer engagement and boost your employees’ productivity. It offers inbound as well as outbound routing that enables call center agents to meet their customers’ communication preferences.

Its integrated suite provides Automatic Call Distribution, IVR, CTI, Auto Dialer, and PBX facilities. 

RingCentral is available via a web-based subscription. You can utilize a range of features along with its optimization capabilities for scheduling, training, and monitoring agents.

Moreover, its advanced calling tools and real-time collaboration help you increase your business’ first contact resolution rates.

8 x 8

( Source: RingCentral )

a) Pricing

RingCentral offers three different plans – Basic, Advanced, and Ultimate, priced between $20 and $50 per user, per month.

b) Features

  • Intelligent Routing: A multitude of routing options, including, ACD, IVR, Skills-based, Virtual Hold, Voicemail, Omni-channel, Outbound, Social Media, Chats, and Co-browse.
  • Whisper Coaching, Silent Monitoring, Barge-in: Supervisor tools help agents and ensure that they deliver the best possible customer experience.
  • Call Recording: Gain insights into every call to monitor agent performance and improve agent coaching.

c) Why to use

  • It lets you integrate with a multitude of CRM solutions – Salesforce, Zendesk, Microsoft Dynamics, and Oracle Sales Cloud.  
  • Your managers can provide feedback to the agents on how they must navigate across the systems to optimize performance via Screen Recording.
  • With Speech and Text Analytics, you can review customer conversations with key topics and phrases, and determine the trends.

d) Why not to use

  • It is only as stable as your internet connection. If your Wi-Fi signal goes down, so does the phone.
  • You can access the recorded calls only for the past three months. Sometimes, business demands to obtain calls in further than three months. RingCentral fails here.
  • The prices are comparatively high compared to the services provided.

e) Customer Reviews

The average user rating for RingCentral is 3.75.

7 ) Freshdesk

If you are looking for a cloud-based customer support platform that provides all the tools for a contact center to function correctly, Freshdesk is the one for you.

With a multitude of CRM tools, your support team can improve their productivity and efficiency. At the same time, it empowers them to automate several functions.

Available at one of the lowest prices in the industry, Freshdesk is the best choice for small businesses. However, it can grow with your increasing needs and demands.

With over 500 apps in the Freshdesk marketplace, it dramatically extends your support capabilities. You can even build custom apps on Freshdesk.

Freshdesk

( Source: Freshdesk )

a) Pricing

There are different pricing plans with various features from Freshdesk. These are Sprout – Free for Unlimited agents, Blossom – $15 per user, per month, Garden – $29 per user, per month, Estate – $49 per user, per month, and Forest – $109 per user, per month.

b) Features

  • Social Media Support: Deliver solutions to your clients’ issues at a blazing speed. Prioritize urgent requests, tag conversations, and track the progress.
  • Analytics & Reporting: Have real-time data on your dashboard. Measure the volume of incoming requests, agent’s productivity, resolution time, and more.
  • Self-service Portal: Enable your customers to solve the issues on their own. With a well-structured knowledge base, let your customers navigate and find the solutions.

c) Why to use

  • You and your team members can come together on a single platform to resolve one or more tickets from the ticket interface.
  • Integrate your phone and chat channels seamlessly with Freshdesk and empower your support team to carry out day-to-day activities efficiently.
  • Track and measure the progress of your agents with real-time metrics to prevent any bottlenecks.

d) Why not to use

  • You cannot customize the features as per your needs.
  • If you want to have advanced functionalities, it may be cost-prohibitive.
  • It lacks some calling features as compared to other providers.

e) Customer Reviews

The average user rating for Freshdesk is 3.5.

Call center softwares

8 ) Talkdesk

Talkdesk is best suitable for businesses that require handling a light to medium volume of calls. With advanced call routing features, it enables you to connect the customers to the right agent, team, or department based on the criteria. It helps you boost your team’s productivity with tools like local caller ID, email/desktop notifications, and custom permissions.

Make sure that your call center solution provider meets the core business goals with Talkdesk’s monitoring and reporting functionalities like Call Barging, Call Monitoring, Prebuilt Reports, and more.

The Talkdesk desktop app is available on Windows and macOS. If you require any support, they offer it through an online knowledge base and live customer service email.

Talkdesk

( Source: Talkdesk )

a) Pricing

Talkdesk provides two pricing plans. One starts at $29 per user, per month when billed annually whereas its Pro plan costs $39 per user, per month plus the cost of additional minutes.

b) Features

  • Inbound Call Blocking: With this feature, call centers can maintain a blacklist of phone numbers to stop bots and spammers in their tracks.
  • Call Control: Provide professional customer experience with call controlling features like hold, mute, blind, and warm transfers, and call conferencing.
  • Ring Groups: To ensure that the calls are distributed in a manner that is beneficial to your business, you can ring multiple agents simultaneously with this feature.

c) Why to use

  • You can add summary nodes and disposition codes to your call log and integrate the same with your CRM to maintain customer information.
  • Collaborate with your team members to resolve issues with one-click dialing.
  • When a customer calls after a dropped call from your agent, you can automatically reconnect them to the same agent who fielded the call.

d) Why not to use

  • You cannot edit a scheduled report once it gets created.
  • It has limited integration capabilities.
  • It supports only one browser – Chrome.

e) Customer Reviews

The average user rating for Talkdesk is 3.9.

9 ) Aircall

Aircall provides cloud-based call management software solutions that can integrate with your existing CRM systems or helpdesk software. It is designed to provide comprehensive caller information to your customer support team.

With features like call analytics and real-time reporting, agents can monitor the call activity effectively and thus make informed decisions. Setting up phone systems is a matter of minutes with an aircall. It requires no hardware – just a computer, a headset, and an active internet connection are all that you need. Furthermore, it offers 24/7 phone and email support.

Aircall Alternative-CallHippo

( Source: Aircall )

a) Pricing

Aircall has two pricing plans – Essentials worth $30 per user, per month and Professional worth $50 per user, per month.

b) Features

  • After-Call Work: Gives time to your team members to tag, assign, and prepare for the next conversation.
  • Business Hours: Set customized schedules to confirm when each of your numbers will be available to receive calls.
  • Blacklist Numbers: Focus on your business-related conversations by eliminating spam callers and bots.

c) Why to use

  • You can set up call center management software in just a few minutes.
  • It lets you forward calls to your personal mobiles so that you can answer a customer wherever you are.
  • It offers dedicated apps for different platforms – iOS, Mac, Windows, and more.

d) Why not to use

  • There are a lot of updates available now and then which at times irritates the users.
  • It is as stable as your internet connection. Any issue with your Wi-Fi connection will cause the system to degrade.
  • UI/UX isn’t appealing, and the app is not so impressive.

e ) Customer Reviews

The average user rating for Aircall is 4.

10 ) Bitrix24

Bitrix24 is a popular call center app whose all essential tools and features are free for up to 12 users. To add on, its iOS and Android apps are also free. Its cloud version allows you to start making and receiving calls within minutes of registering your account. As this virtual call center management software comes with a CRM, it can also be used as a telemarketing or customer service and support solution. Bitrix24 offers more than 35 virtual office tools like file sharing, Helpdesk, email server, video conferencing, project groups, workflow, and so on and so forth. You can also go for an on-premise version if you want greater control over data and source code.

Bitrix24

( Source: Bitrix24 )

a) Pricing

The software is free for up to 12 users with 1 admin and 5 GB storage. It costs $39/month for 24 users, 2 admins, and 24 GB of online storage. The charges are $99/month for 50 users, 5 admins, and 100 GB of online storage. The professional package is for $199/month with Unlimited users, Unlimited admins, and Unlimited online storage.

b) Features

  • Inbound and outbound phone calls with detailed call history
  • Automatic dialer, IVR
  • Mobile and Desktop App that works on any smartphone, PC or tablet
  • On-premise solution
  • Intranet and extranet
  • CRM integration

c) Why to use

  • Free up to 12 users and one can start using the software within minutes
  • Saves investment in multiple platforms and software as it has over 35 software in one interface.
  • Supports real-time communication

d) Why not to use

  • User interface complex to understand and adjust
  • Poor service and technical support
  • Lots of tools, options, and software are bundled together to make the navigation slow and annoying.

e) Customer Reviews

The average user rating for Bitrix24 is 7.7/10

11 ) ZenDesk

Zendesk is basically a customer service software company headquartered in San Francisco and ZenDesk Talk is open source call center software that has been built into the Zendesk Support ticketing system. This software enables customer service agents to provide customer support via calls from the same platform that is used for other channels.

a) Pricing

The price ranges from $19 per agent per month to $89 per agent per month depending on the features and plans you opt for.

b) Features

  • Call Features: You get an array of call features like call forwarding, call blocking, muting and unmuting calls through a call console, automatic ticket creation, conference calling and so on.
  • Routing and Queuing calls: Zendesk provides a smooth call routing experience with IVR, round-robin routing, group routing, overflow and after-hours routing.
  • Telephony Integrations: You can integrate your own telephony system with Zendesk support and can access more than 70 telephony apps that plug directly into the Zendesk ticketing system.

c) Why to use

  • It has an easy-to-use and nice interface that can also be customized.
  • It allows you to manage the platform from mobiles, tablets, and iPads as it has iOS and Android applications.
  • The tickets can be assigned to multiple teams at the same time which allows them to work on a single query simultaneously.

d) Why not to use

  • Prices can be a pinch to your pocket.
  • The software does not provide customer history within their ticket profile. Also, there are duplicate messages when the ticket system is open and not assigned.

e) Customer Reviews

The average user rating for Zendesk is 9.6/10

12 ) Cloudtalk

Cloudtalk is a New York based company that offers cloud-based virtual phone systems for sales and support teams by leveraging cloud hosting on a SaaS model. Apart from the usual unlimited inbound and internal calls, click-to-call function, and automated call distribution, it also offers features like speech to text, integration with Salesforce and other systems, smart queueing, and custom reporting.

cloudtalk

( Source: Cloudtalk )

a) Pricing

The base price starts at 15$ per month. The prices go on increasing as you opt for more features.

b) Features

  • Voice features: You can port your existing phone numbers to Cloudtalk or get short 5 digit phone numbers. There is also a fax to email feature. You can tag your internal phone numbers and also schedule and manage conference calls.
  • Intelligent Call routing: Cloudtalk offers you IVR, caller-based routings, and VIP queues. You can also set a preferred agent for every caller.
  • Integrations: Cloudtalk can easily be integrated with your CRM tools, e-commerce, and helpdesk solutions. You can import all your contacts from several sources and can get all customer data on one platform.

c) Why to use

  • Easy to set up and good technical support
  • Since the app can be used on desktop, mobile, and browser, it gives you the flexibility to operate from anywhere.
  • The software is perfect for a growing business as it is easy to scale and features can be added as per changing requirements.
  • CloudTalk can easily integrate with Salesforce which allows hassle-free sync of CRM, sales, and support.

d) Why not to use

  • The guiding manual is complex making it difficult for first-time users of cloud-based phone systems.
  • Cloudtalk does not have a mobile app for android users.

e) Customer Reviews

The average user rating for Cloudtalk is 4.6/5

13 ) LiveAgent

For a monthly fee, LiveAgent offers call management software services within its multi-channel help desk solution that offers a host of features like file sharing, contact forms, gamification, statuses, POP3 accounts, and more. With LiveAgent, not only can you bring together all your phone calls into a single place, but can also connect unlimited SIP trunks and local numbers, route and even record calls.

liveagent

( Source: LiveAgent )

a) Pricing

LiveAgent can be purchased for $39 per agent per month with all the features.

b) Features

  • It is compatible with both physical and virtual call devices.
  • It can prioritize and route calls and also transfer calls to appropriate agents.
  • With LiveAgent, you can connect or use software telephones and make VoIP calls over your computing devices.
  • LiveAgent offers browser-based video calls. You can video chat with your customers and agents alike and your conversations and chats are kept in one ticket.

c) Why to use

  • You can call and chat with your customer at the same time thus avoiding spelling issues.
  • Since all the emails, chats, calls, social media mentions and other channels end up in one universal inbox, it is easy to analyze and convert queries into leads.
  • A smart ticketing system eases the process of receiving, processing, and responding to customer requests thus providing better customer service and satisfaction.

d) Why not to use

  • The mobile app’s interface still has scope for improvement.
  • LiveAgent has limited integration with many business systems.

e) Customer Reviews

The average user rating for LiveAgent is 4.7/5

14 ) Dixa

This Denmark-based company offers customer relationship platforms. The software provides a better customer experience via support across phone, email, chat, and messaging apps from one screen, intelligent ACD, skill-based routing, IVR menus, real-time performance stats, automation, integrations, and much more.

dixa

( Source: Dixa )

a) Pricing

Dixa starts with the base price of $99.00 per month, per user offering basic features like phone, email, chats, messenger, and so on. They do not have a free version nor do they offer a free trial.

b) Features

  • Among Telephony, Dixa offers IVR, VoIP, call monitoring, call and contact center management.
  • Dixa provides ticket and SLA management, a self-service portal, real-time chat, and multi-channel communication.

c) Why to use

  • The interface is functional and user-friendly.
  • The company offers a demo service for starters and excellent technical support.
  • You can keep your original number and port it to the system easily.
  • The software is very flexible, scalable, and allows a lot of easy customization.

d) Why not to use

  • Dixa does not offer video chat and web conferencing.
  • They do not have predictive or progressive dialers.

e) Customer Reviews

The average user rating for Dixa is 4.7/5.

Signs That You Need To Upgrade Your Call Center Software

Signs That You Need To Upgrade Your Call Center Software

Like anything that is starting to go under, the VoIP call center software also starts to show signs. They start subtly with minor faults, shortcomings, and failures. And then, all of a sudden, all hell breaks loose where your clients are angry, you are frazzled, and nothing seems to be working. So what are these signs? The following are the most common ones:

1. Key Data is Not Available Readily

Key Data is Not Available Readily

If you are running a call center, there is a lot of data that goes in daily such as the number of calls made, the number of successful calls, and more.

And as the owner or senior manager, all of this data should be available in just a few clicks. However, with older or limited capability systems, this kind of functionality is seldom found. It results in wasted efforts and unnecessary delays in determining insights. Sometimes customers get frustrated with this and they abandon the calls. Abandoned calls in a call center are also a matter of concern.

2. Additional Software Integration is Tricky

The modern-day call centers function similar to any other IT firm that uses various channels for going about their tasks. And with that, they add the capability to interface and integrate with other third-party apps for increased functionality.

However, with conventional old-school software, this is a task as big as climbing Mt. Everest itself. Furthermore, they are fixed in the functions they offer and do not work well with other software. So, you are left working on ten different software for ten various tasks.

3. Digital Channel Support is Limited or Non-Existent

Nowadays, people want to talk to call center executives and want other ways to communicate. Hence, the 21st-century call management software goes to new lengths like chat and social media to reach their customers. 

However, most call centers find it hard to blend various communication channels into a single software. It causes delays, unreported tasks, and even reduced employees’ productivity due to multiple software for dealing with customers. So, overall, the system efficiency drops.

4. Compliance Issues Start Arising Due to Outdated Definitions

To remain in business, call centers need to adhere to various guidelines regarding the caller data and the scope of usage of the recording of each call, and the outbound call center software plays a huge part in that. 

Older software has compliances built into them and adheres to those, but the newer ones or the amended ones are seldom updated. And compliance issues can often arise due to outdated compliance definitions. This can lead to hefty fines and even lead to shutting down of the business in some cases.

5. Improper Workforce Management

Improper Workforce Management

Workforce management is a critical factor in determining how many resources you will need financially or infrastructurally. Having extra staff means higher expenditures, and lesser staff means unhappy customers. And in a call center, workforce management is as imperative as salt in your food.

Any errors in judgment can result in catastrophic outcomes, which can be detrimental to the company’s growth. In addition, top call center software offers workforce management capability, which allows the forecasting team to draw plans according to the growing needs of the business. So, that is another sign of obsoletion.

Use Call Center Management Software to Supercharge Your Sales and Support Team

The modern customer expects great support on all channels, including live chat, email, and phone. But this can overwhelm your support team especially if these channels are on different software systems that don’t communicate with each other. With top call center software, your team can unify their omnichannel service efforts into one tool, resulting in a better experience for both the customer and your frontline representatives.

 

Updated : October 28, 2021

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