Ensuring customer support satisfaction is a crucial aspect of call center operations. Studies indicate that nearly 33% of customers prefer their issues to be resolved in a single call, emphasizing the need for effective support services. If you are considering enhancing your customer support, engaging call center consultants can help minimize implementation risks and optimize new processes. Exploring various call center software options, we’ve evaluated the market and compiled a list of top solutions for 2021.
Renowned among professionals, Five9 Cloud stands out for delivering a seamless customer experience using AI. It encompasses over 100 types of studies, supports CRM integration, and features Speech Recognition predictive dialer, ACD intelligent routing, and IVR for collaborative voice response. It excels in both inbound and outbound calling.
Tailored for customer support and sales teams, CloudTalk offers a business telephone system with automated dialing processes. It provides an online dashboard, native desktop (Win & Mac), and mobile apps (iOS and Android). Key features include agent scripting and voice conferencing.
LiveAgent is a cloud-based call center software suitable for both inbound and outbound functions. With integrated IVR trees, it offers over 180 features, including social media, ticketing, live chat, and self-service options. It supports integration with 99% of VoIP suppliers and up to 40 third-party applications.
8*8 Virtual Call Centre
Ideal for freelancers and businesses of all sizes, 8*8 offers both inbound and outbound cloud-based contact center management. It features historical and real-time reports, speech analytics, and supports native CRM or third-party integration.
Talkdesk provides advanced smart routing features like ACD, IVR, ring community, and more. It offers plans with unlimited call records and includes advanced voice and power dialer functions. The software’s network architecture is sophisticated, with additional features like call monitoring and call barging.
Suitable for small to large-scale businesses, Zendesk Talk offers advanced functionalities, including automatic ticket generation from calls or voicemails. It supports unlimited simultaneous calls, voicemails, transcripted tickets, warm transfers, and call control functions. IVR systems are also part of its feature set.
Avaya Contact Center
Targeted at small-scale businesses, Avaya Contact Center is an integrated system for inbound and outbound calls. It features AI solutions, automated scheduling, voice analytics, and recognizes mobile callers with an exclusive mobile web interface.
Designed for large-scale businesses, Ytel assists in organizing contact lists and streamlining workflows. It offers API for messaging, inbound and outbound SMS, Shortcode messages, outbound campaign building, and Inbound Lead Conversion.
Geared towards large-scale businesses, Freshcaller provides features like an IVR with multiple levels, call tracking, barging, capturing, and Smart Scaling for customizable call routing.
Customized for user needs, CrazyCall is a business phone system with call tracking, capturing, call transfer, conference call, auto-dialer capabilities, and support for international and toll-free numbers.
Incorporating these diverse call center software solutions can contribute significantly to delivering efficient and satisfactory customer support.