The call center industry is evolving rapidly. With the increase in customer expectations, call centers are increasingly being expected to provide great service and support on top of maintaining a competitive cost structure. Gone are the days when call centers could be staffed with low-skilled employees and get by just fine; call center agents today need more than just basic training. They require skills that enable them to manage complex customer interactions effectively, which can only come from effective team communication tools like call center software.
Your customers should not be forced to wait on hold or call back as your service agents struggle to answer the customer's questions. Your team needs a call center software solution that provides everything they need for their calls to succeed, from the power of one virtual agent all the way up through support supervisor managing multiple teams with real-time information.
Far too many businesses struggle with making the right call center software choice, especially since so much can depend on how large your business is. That's why we're breaking down what features are common to different types of call centers and offer some insight into our top 20 picks for this year.
What is Call Center Software?
A call center software is a system that allows businesses to manage their communications channels, such as phone, email, live chat, instant messaging and social media
Call Center Software Features
If you're looking for call center software, consider the features that best support your needs. Every tool has its own benefits and drawbacks depending on how you plan to use it. To understand which tool is right for you, draw up a list of desired features and then focus on your top choices.
The following are just a few possible features to take into consideration when making your final decision.
Whenever you invest in a new call center software, it's important to make sure your applications are able to integrate with other customer communication channels like email, live chat, or social media.
For Call Cowboy, a unified customer experience is the backbone of efficient team collaboration. Ideally, all contact should be logged on your indexing application so agents can reach out to previous customers with insights and knowledgeable interactions. This capability will let everyone in your office see the context of previous customer engagements -- no matter what channel they began on! As a result, you'll create consistent customer engagement regardless of where an interaction starts!
Cloud Based Dialing
A cloud-based predictive dialer offers software that quickly dials a list of numbers to deliver more human connections, filtering the busy tone, voicemail, unanswered calls, and disconnected calls before connecting an agent.
A cloud-based auto dialer is ideal for call centers as their features can automate the process of dialing numbers one after the other between each conversation.
Analytics & Insights
The success of running a call center is often addressed by managers via metrics such as incoming call volume, called trends, and agent efficiency. However, these figures are not enough for providing the necessary information that can spark changes within your team. Reporting ensures that common issues may be identified in customer contacts so they can be resolved more quickly, gaps in industry knowledge or training needs may also be pinpointed to improve productivity among agents as well.
Take a look at the pricing before you start using any software. Some packages charge by each phone call or per minute rather than by user license. This discrepancy can cost your company more time and money if it's not caught in advance. Call Cowboy offers Unlimited Minutes!
IVR (Interactive Voice Response)
One of the most beneficial features for call center software is one that allows customers to speak with automated voice responses before reaching your support team. This option may offer quicker assistance, or offer basic information that will allow your employees to better serve those who phone in.
An IVR feature will help your team manage call volume and automatically collect customer-provided information. This reduces the time customers have to wait before speaking with a person, making it more likely that they'll hang up than they would in the past.
If you handle a lot of calls about the same topic, look for call center software that offers call scripting. When this function is enabled, it will offer troubleshooting solutions if your customer mentions certain words in their email. You can also edit or delete these scripts to suit how you would like to communicate with each client.
A call scripting feature could also come in handy because it could allow you to create common scripts that all of your agents can use. This way, the customer has a consistent experience regardless of the agent they've reached.
The screen pop feature of a call center software is when the customer information pops up automatically as an agent answers a call from that customer. This action is made possible by computer telephony integration, which connects a contact center solution to other business applications such as CRM or ERP.
Simultaneous Call Handling
Simultaneous call handling is a feature that forwards callers to the next available forwarding number/agent when they reach a line that's currently busy or not answering.
If you're in the market for a powerful call center software software, look no further than Call Cowboy. Call Cowboy offers call center software that is scalable meaning it can grow with your business. Call Cowboy also offers call routing and call recording and many great features for any size call center.
Call Cowboys goal is to provide enterprise level Call Center Software to individuals all the way up to thousand seat call centers.
We strive to be competitive ALL IN ONE Business communication platform allowing customers to select products to fit their business needs.
Call Cowboy Services
IVR (Interactive Voice Response)
CRM (Customer Management System)
Cloud Contact Center
Simultaneous Call Handling
Call Cowboy has both an monthly commitment pricing structure along with a yearly commitment starting at $19.95
Our solution provides a variety of features that will help your call center reach its full potential. Auto dialer software lets you take calls anywhere, even when on the go so you spend less time waiting and more talking to contacts.
Automatically dial your contacts and handle each call directly from your mobile, VoIP, landline, or desktop device.
Reducing waiting times for callers is often a high priority. There are multiple ways of decreasing your customers’ wait periods while in contact with you. Whether you’re using your landline, mobile or desk phone, Predictive Dialer™ will give you the tools and features needed to make more calls per hour. Our service offers a great customer experience for your team. You can use our software wherever you are, whatever the time to make sure your business stays on track.
Power Dialer™ was designed to help streamline the telephone operations of both individuals and sales organizations, making automated dialing a breeze. Teams have the choice to Power Dial from mobile or desktop phones giving you freedom to work from anywhere. Power Dialer™ also offers a desktop experience for those companies that still wish to utilize a computer and desk-based team.
Progressive Dialer™ provides a wide range of features that are ideal for both sales teams and individuals. Improve your sales process with the ability to make more calls without being stuck at one computer.
Our software scales as your business grows. Auto Dialer Software™ is flexible with our terms and flat-rate pricing so that you can grow at your own pace without costly up front fees or lengthy server configurations.
Call Center Dialer™ was built to scale from single users up to enterprise call centers. It is call center software that can be tailored to individual needs. Unlimited call queues, agents and inbound calling channels available for one flat fee.
Cloud Based Call Center™ is the answer you need to transform your internet enabled phone system and put it in the cloud. Our systems merge with landlines, desk phones or mobile devices enabling employees, managers or team members to connect with customers without having to sit at a computer screen all day long. Get more from Cloud Based Call Center™ by reducing waiting times and making better use of time communicating meaningfully with customers.
Do you lose time calling your contacts and waiting for them to answer? Phone Dialer™ will save you a lot of valuable time, enabling you to reach many more people in the same amount of time. No matter where you are – at your desk, on the go or even overseas – our software works on any device and with all local phone numbers.
Virtual Call Center™ understands the headache of implementing new software into your day-to-day business processes. We implemented an interactive walkthrough that allows you to configure your entire system in just minutes, eliminating costly mistakes and speeding up deployment and training. Easily on-board and train employees using our turnkey platform which features interactive tutorials designed with your businesses needs in mind, saving time, money, and cutting down on errors while scaling employee productivity at a quicker pace. Allowing for customization upon request with our team of trainers to help customize it to match your unique sales process!
If your business needs change, our Virtual Phone System™ will also grow. By being scalable the different features you need will be easily customizable. The process of setting up your new virtual number is fast and simple, with no lengthy installation or training needed to get started receiving text messages and phone calls from customers as soon as you sign up with us!
Running a business without communication software is asking for chaos. That’s why we offer call recording, contact management and more with our platform. As your business grows, our system is able to meet the next level of communication services you need from phone numbers to sales leads.
You want to be able to talk to more people every hour with Online Calling™, you can. Improve your sales, shake up the way your employees work and improve your training with the right auto-dialer. Introducing flexibility to your business is never a bad thing and Online Calling™ can offer an improvement in all of these things.
CRM Dialer™ provides detailed reports for call activity, including duration and outcomes. Evaluating this data can help pinpoint weaknesses in your sales cycle, as well as retraining any employees who need it.
Our robust software includes features that can help your business scale. We know it's hard to find a good provider out there with all the features you need, which is why our Autodialer has every feature any small-medium sized business needs for their autodialing needs.
The full-control of Real Estate Dialer™ gives you the assistance needed when it comes to sales individuals and organizations. It lets you maximize sales without having to sit in front of a computer. The auto-dialing function makes it possible for people with any current mobile or desk phone to go anywhere they want in the world.
A phone number is just the beginning - in order to succeed, your business needs a strong and reliable platform. Additional monthly subscriptions are available to add various services, such as call monitoring, employee onboarding, predictive dialing, contact management and more. Within a few minutes of joining, you can get all of this up and running!
Use Call Center Software to Supercharge Your Team
As Call Center Software simplifies the contact center process, it can help improve customer service and provide your team with a more enjoyable experience.