Tag: Call center

Exceptional customer service is paramount for any business to thrive, and the same is true for small businesses also. It is one of the most critical components to achieving growth and success. Call center software can help you manage customer inquiries and enhance customer satisfaction. Without proper call center software, you’ll always struggle to keep your customers happy and satisfied.

Investing in call center software can help you meet these growing expectations and stand out from your competitors. Features such as automatic call routing, call recording, and real-time analytics can improve your customer service, increase efficiency, and ultimately boost your bottom line.

But with so many options available, finding the right call center software can be a daunting task. That’s why in this article, we have provided the list of the best call center software that is pocket-friendly and best suits your needs. So don’t let your small business fall behind – take advantage of the benefits of call center software today.

What Is Call Center Software?
Difference Between Call Center Software and Contact Center Software
List of Best Call Center Software
CallHippo
Aircall
Channels
Nextiva
Convoso
Zendesk talk
RingCentral
Freshdesk
Net2Phone
Cloudtalk

What Is Call Center Software?

Call center software is a type of software that is designed to help businesses manage their incoming and outgoing customer phone calls efficiently. Call center software typically includes a range of features that enable agents to handle customer inquiries, complaints, and support requests quickly and effectively.

The key features of call center software include automatic call distribution, which helps to route incoming calls to the right agents based on factors such as skill level or availability.

Other features such as call recording, call monitoring, and call analytics, enable supervisors to track agent performance and identify areas for improvement. It also allows callers to interact with a computerized system and be directed to the appropriate agent or department based on their needs.

Difference Between Call Center Software and Contact Center Software

Both software names can be used interchangeably to represent the software that provides customer service. But there is some minor difference between this two software. Below are a few points that differentiate call center software from contact center software.

• Contact center software is omnichannel in nature, which means users can connect with the customer care representative via a different mode of communication. This can be a voice call, email, live chat, SMS, and social media messaging. While on the other hand Call center software provides interaction via voice calls only.
• Call center software provides some additional features like interactive voice response, call recording, call monitoring, call analytics, and call routing. It becomes easier to transfer calls to different agents when you use call center software.
• Call center software is mainly used by telemarketing companies or companies who want to promote their products or services. While contact center software is used by the service-based company to resolve customer queries and provide the proper solutions.

List of Best Call Center Software

Call center software typically includes features such as automatic call distribution, interactive voice response systems, call recording, analytics, and reporting tools. These solutions can be tailored to meet the specific needs of businesses.

CallHippo

Rating	4.3/5
Website	www.callhippo.com

CallHippo is a telephony service provider that provides you with a virtual phone system that allows you to communicate with your customers over the internet. It is trusted by leading companies such as Amazon, Wipro, Byjus, Shopify, and more. The system includes features such as call routing, call recording, voicemail, IVR, call conferencing, and more.

You can set up virtual phone numbers in various countries, which can be used to make and receive calls. It helps you to establish a local presence in different regions without having to physically operate there. CallHippo also integrates with various CRM systems and enables businesses to manage their customer interactions more efficiently.

Features of CallHippo

• The platform is accessible through a web browser or mobile app, which makes it easy for teams to stay connected on the go.
• AI-based call routing feature helps to route the call via the best telephony provider to give the best customer experience.
• It automatically switches your number to the country-specific number to increase credibility and trust.
• It provides insights into each conversation that happens with the customers.
• The call queuing feature allows customers to wait until the next customer care representative receives the call.

Pros

• Live chat customer support
• Reasonable pricing
• Easy-to-use UI
• Wide range of CRM and other integration
• Knowledge base articles and blogs
• Robust analytics and reporting
• A free trial is available

Cons

• Call recording has a separate cost in the bronze plan
• The per-minute charge for outgoing calls

Pricing

Plan	Pricing
Basic	Free
Bronze	$20/user/month
Silver	$30/user/month
Platinum	$50/user/month

Aircall

Rating	4.3/5
Website	www.aircall.io

Aircall is a call center software to make, receive, and manage phone calls from anywhere, using a web or mobile app. It supports multiple phone numbers, to empower small businesses to easily manage their communications across different channels. Trusted by more than 15,000+ companies, it is consistently delivering top-notch service to its users.

By using Aircall, you can enhance your customer service, improve your response times, and streamline your communications. This can help you save time and money while improving overall productivity and customer satisfaction. Additionally, it provides affordable pricing plans and excellent customer support to make it an ideal choice for small businesses looking for a reliable and cost-effective phone system solution.

Features of Aircall

• Power dialer feature that boosts the speed of calling in one click.
• It provides brief information about the ongoing conversation before forwarding the call to the next agent using the warm transfer feature.
• Customizable voicemail greetings and the ability to send voicemail messages directly to email.
• Businesses can record calls for training purposes or to ensure compliance with industry regulations.
• You can set up call queues to handle high volumes of incoming calls and ensure that no call goes unanswered.

Pros

• International numbers in 100+ countries
• User-friendly interface
• Integration with popular CRM, e-commerce, and helpdesk software
• Knowledge base articles
• Wide option for support
• A free trial is available

Cons

• Call routing to mobile is a little bit clunky
• Poor customer support

Pricing

Plan	Pricing
Essential	$30/user/month
Professional	$50/user/month
Custom	Contact sales

Channels

Rating	4.5/5
Website	www.channels.app

Channels is an affordable and user-friendly call center software solution that can help small businesses streamline their customer service operations. It empowers you with the ability to track important metrics such as call volume, wait time, and call duration. You can make data-driven decisions that can help improve customer service.

With Channels, you can easily set up and customize your call center to suit your specific needs. The software integrates with popular business tools such as Salesforce, HubSpot, and Zendesk. This makes it easy to manage customer interactions across multiple channels.

Features of Channels

• It provides insights into the customer details whenever you receive any calls from customers.
• You can record all incoming and outgoing calls, which can be used for quality assurance and training purposes.
• It allows callers to navigate through a menu of options using their phone’s keypad which reduces call wait time.
• Easy to customize the call button on the website to empower users to call with one click.
• Unlimited outbound calling to US and Canada at no additional cost.

Pros

• The first phone number is free
• 7-day free trial
• Intuitive interface
• Live chat support
• The mobile app is available
• Chrome extension is available

Cons

• Limited call history storage
• No ticketing system

Pricing

Plan	Per Month Pricing	Per Year Pricing
Plus	$29/month	$24/month
Advanced	$75/month	$62/month

Nextiva

Rating	4.4/5
Website	www.nextiva.com

Nextiva is a communication solution designed to streamline call management. Small businesses benefit from Nextiva Call Center Software in several ways. Firstly, it helps them handle high volumes of incoming calls efficiently, which can improve customer satisfaction and reduce wait times. The software provides valuable insights through advanced reporting.

You can analyze call data and make informed decisions to improve customer service. One of the main advantages of Nextiva Call Center is its flexibility. It allows small businesses to scale up or down their call center operations as needed. It is user-friendly and requires no specialized training or IT support to get started.

Features of Nextiva

• Screen pop-up is enriched with valuable customer insights based on past interactions when anyone calls you.
• It holds callers in a queue until the next available agent is ready to take their call.
• IVR feature that guides callers to the information or service they need, without the need for human intervention.
• Smart call routing feature that routes incoming calls to the most appropriate agent or department based on predefined rules.
• The platform is easily accessible via web and mobile devices to manage call center operations.

Pros

• Automatic call distribution
• Built-in CRM
• Robust call analytics
• Customer Satisfaction survey
• Easy-to-use interface
• Smart call routing

Cons

• Limited to inbound calling

Pricing

Plan	Per Month Pricing	Annual Pricing
Business Communication Essential	$30.95/user/month	$27.71/user/month
Business Communication Professional	$35.95/user/month	$25.46/user/month
Business Communication Enterprise	$45.95/user/month	$32.96/user/month

Convoso

Rating	4.6/5
Website	www.convoso.com

Convoso is designed to help small businesses improve their sales and marketing operations. It offers a range of features such as predictive dialing, automated lead distribution, call recording, and real-time analytics. It helps businesses streamline their outbound calling efforts and increase productivity.

When you use this tool, you can efficiently manage your outbound call campaigns, automate repetitive tasks, and improve call quality by recording and analyzing customer interactions. The software also provides real-time reporting and analytics to help businesses track performance and make data-driven decisions.

Features of Convoso

• Preview dialer feature that allows agents to view a preview of customer information before reaching out.
• It helps to streamline the inbound calling workflow by transferring calls to the best-suited agents with the feature of a predictive dialer.
• The voice broadcasting feature allows you to promote your new product or service to your leads efficiently.
• You can create automated responses that allow the virtual agent to interact with customers without the need for a live agent.
• You can monitor live calls and provide feedback to agents through a whisper feature that only the agent can hear.

Pros

• Live chat support
• Automated call distribution
• Customizable dashboard
• Powerful reporting
• Easy-to-use interface
• Demo is available

Cons

• Pricing is not disclosed

Pricing

Contact Sales

Zendesk talk

Rating	4.3/5
Website	www.zendesk.com

Zendesk Talk is a valuable tool for small businesses looking to improve their customer service and support over the phone. Its user-friendly interface, robust features, and integration capabilities make it an excellent choice for businesses.

The main benefit of Zendesk Talk for small businesses is that it enables them to provide personalized and efficient support to their customers. The software comes with features like call routing and automatic call distribution, which ensure that calls are directed to the right agent with the appropriate skills and knowledge. This helps small businesses save time and resources, as they can avoid transferring calls or putting customers on hold for extended periods.

Features of Zendesk talk

• It allows adding a call button on the website and app so that customers can contact you without any effort.
• It seamlessly integrates with other Zendesk products.
• You can set a maximum waiting time for your callers and allow them to request a callback.
• Real-time analytics to measure the success and performance of your team.
• You can monitor calls in real-time and record conversations with customers.
• Calls are automatically directed to the right agent with the appropriate skills and knowledge to handle the customer’s issue.

Pros

• 90+ telephony providers
• Live chat support
• Simple and intuitive interface
• Customer Satisfaction Survey
• A free trial is available
• Smart integration with other Zendesk products

Cons

• The call transfer process is cumbersome
• Slow update

Pricing

Plan	Per Month Pricing	Per Year Pricing
Suite Team	$59/agent/month	$49/agent/month
Suite Growth	$99/agent/month	$79/agent/month
Suite Professional	$125/agent/month	$99/agent/month
Suite Enterprise	$199/agent/month	$150/agent/month

RingCentral

Rating	3.9/5
Website	www.ringcentral.com

RingCentral software is a way small businesses can streamline their communication processes. It enhances customer service and increases productivity. With its flexible and scalable solution, RingCentral is a cost-effective and reliable choice for small businesses looking to improve their inbound and outbound calling capabilities.

The all-in-one plan of RingCentral includes messaging, video, and phone also known as RingCentral MVP. It also provides a separate plan only for the phone facility but pricing is not disclosed.

However, RingCentral’s outbound calling feature enables small businesses to make calls to customers or prospects using their business phone number, even when they are working remotely. This ensures that calls are made from a professional phone line, which helps to build trust and credibility with customers.

Features of RingCentral

• Give insights into your call activity, such as call volume and call duration, to help you optimize your communication strategy.
• It helps to route calls to the appropriate team member or department based on the rules you set up.
• You can record inbound and outbound calls for training purposes or to keep a record of important conversations.
• IVR feature to reduce the workload on your employee by answering repetitive queries via recorded voice.
• It allows you to send and receive text messages from your business phone number.

Pros

• Easy to set up
• Device-independent
• Built-in analytics
• Multilingual IVR
• Live chat support
• A free trial is available

Cons

• Price is not disclosed for phone only plan
• Some users reported call drops sometimes
• Poor customer service

Pricing

Plan	Per Month Pricing	Per Year Pricing
Essential	$32.99/user/month	$19.99/user/month
Standard	$40.99/user/month	$27.99/user/month
Premium	$47.99/user/month	$34.99/user/month
Ultimate	$62.99/user/month	$49.99/user/month

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Best Business Phone Services in India

Business telephone systems can be used by companies of all sizes to manage internal and external calls.

StartupTalkyRoshni Tamta

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Freshdesk

Rating	4.0/5
Website	www.freshdesk.com

Freshdesk is a customer support software that includes a call center feature to help businesses manage their incoming and outgoing calls. With Freshdesk, small businesses can set up a virtual phone system. It allows them to route calls to different departments or agents. You can also record calls for quality assurance, and create custom IVR menus to provide callers with self-service options.

Freshdesk’s pricing plans are affordable for small businesses which makes it a cost-effective solution for managing customer support operations. Freshdesk is loaded with all the features which basic call software provides, plus some additional useful features.

Features of Freshdesk

• Call masking feature that hides your existing phone number with a different phone number.
• Multi-level IVR that allows customers for self-service and helps to route the call to the right agents and department.
• It helps you to connect with your customer on the go using the robust mobile app.
• Customers will know their position in the queue while contacting the representative.
• Call block feature blocks spam calls based on their location.
• It can effectively distribute the call queue load to provide satisfaction to customers.

Pros

• Numbers available for 90+ countries
• Live chat support
• Seamless integration with other Freshworks products
• Live call monitoring
• Service level monitoring
• Warm transfer feature

Cons

• Call flows are not too customizable

Pricing

Plan	Per Month Pricing	Per Year Pricing
Free	Rs0/user/month	Rs0/user/month
Growth	Rs1199/user/month	Rs999/user/month
Pro	Rs3399/user/month	Rs2799/user/month
Enterprise	Rs5999/user/month	Rs4999/user/month

Net2Phone

Rating	4.6/5
Website	www.net2phone.com

The Net2phone uses VoIP technology, which means that calls are transmitted over the internet rather than traditional phone lines. This can significantly reduce long-distance and international calling costs. It is easy to set up and doesn’t require any hardware or software installation.

The system can be accessed from anywhere with an internet connection. This makes it an ideal solution for small businesses that don’t have the resources or expertise to manage their own call center. Net2phone also offers advanced features such as speech recognition and artificial intelligence, which can help businesses improve their customer service.

Features of Net2Phone

• Provides seamless integration with other tools such as Slack, Zapier, Microsoft Teams, Salesforce, and more.
• The auto attendant feature routes the call automatically to the right agents and departments.
• You can easily create a welcome menu to greet your customers and provide a great experience.
• It blocks spam calls to save your agents time and effort.
• Gamification feature that helps to motivate the agents by providing badges and recognition based on their performance.

Pros

• Chrome extension is available
• Unlimited international calling in 40+ countries
• A free trial is available
• Advanced reporting and analytics
• The mobile app is available
• API integration

Cons

• Poor setup and training process
• Steep learning curve

Pricing

Plan	Pricing
Office	$24.99/user/month
Office Pro	$26.99/user/month
Office Power	$29.99/user/month

Cloudtalk

Rating	4.3/5
Website	www.cloudtalk.io

CloudTalk is a flexible and scalable solution for the calling needs of businesses. It allows you to make and receive calls from anywhere, using any device connected to the internet. You can easily handle high volumes of calls by placing them in a queue and notifying users when it’s their turn to take the call.‌‌

You can configure the platform to meet your specific calling requirements, such as setting up call forwarding, voicemail, and call recording. As a business, you can easily add or remove users as needed, without having to worry about managing hardware or software installations. All this makes Cloudtalk an ideal solution for businesses with fluctuating call volumes or those that are growing quickly.

Features of Cloudtalk

• Provides local numbers in more than 160 countries for international calling.
• The toll-free number benefits your customers to call you at no cost or nominal cost.
• 3-way calling feature to allow any third person to join a call when required.
• Automated outbound caller id that hides your agent’s private number and provides a country-specific local number.
• Group ring feature that rings the phone of all agents so that no calls get answered.

Pros

• The mobile app is available
• Call monitoring
• Live chat support
• A free trial is available
• Workflow automation
• Unlimited history logging

Cons

• Free inbound calling is not available when you choose certain high-cost country numbers.

Pricing

Plan	Pricing
Starter	$25/user/month
Essential	$30/user/month
Expert	$50/user/month
Custom	Contact Sales

Conclusion

As companies continue to prioritize customer experience, the demand for efficient call center software is only expected to grow. Call center software providers are continually innovating and improving their offerings. This makes it easier for businesses to implement and benefit from the latest advancements in technology.

In short, call center software has become an indispensable tool for modern businesses looking to enhance their customer service and drive growth. So choose the right tool from the above-mentioned tools and give thrust to your business.

FAQs

What is the best call center software?

Some of the best call center software are Cloudtalk, CallHippo, Aircall, Channels, Nextiva, Convoso, Zendesk Talk, RingCentral, Freshdesk, and Net2Phone.

What CRM tools are used in a call center?

CRM tools in call centers stand for the tools used by call centers to enhance their customer experience in order to increase their efficiency. Some of the common CRM tools used are Salesmate, Pipedrive, Freshworks, etc.

What is the difference between a call center and CRM?

Call center software helps companies to enable the service of sending, managing, and tracking messages/calls to their customers. On the other hand, CRM helps businesses to keep a digital record of their customer interaction. Call center software is used in managing the flow of business and CRM helps in improving customer relations.