Saturday, October 1, 2022

The 14 Best Cloud Call Center Software

With the world going digital, you’ll need a great call center software in your company/business if you want to provide flawless phone support.

In fact, telephone systems are one of the most popular channels that customers, as well as service organizations, use to provide customer service.

The good news is that call centers are no longer just for big businesses. Even if you have a small business, you can use call center software to improve customer service.

Not sure if they are worth the investment?

Take a look at their benefits.

What are the main benefits of cloud contact center programs?

By choosing contact center software, you can enhance customer service through the cloud. Here are some of the main benefits you can get from using them:

  • Better customer service management: When a user calls you, the call center program can direct them to the best service agent based on their location, request type, and availability of contact center agents.
  • Improved Reporting: A call center solution can help you understand your call volume, response time, upsell rate and other details that can help you make better business decisions.
  • Increased efficiency: Call center software systems can redirect calls to agents based on who is available. Contact center agents can also easily check the status of a request and customer details using the data registered in the contact center program.
  • Centralized data collection: from the customer’s personal data to their service history, all details are available through the call center software.
  • Cost reduction. By using call center software, you can streamline the request routing process. With increased efficiency and productivity, you can also save money.
  • Increase Sales and Customer Satisfaction: With a contact center solution, managers can easily handle pre-sales inquiries. They may also have access to order processing, check transaction history, provide credit, and even handle after-sales service requests. This efficiency can improve customer satisfaction and help you increase sales.
  • Enhanced Data Security: Most contact center software systems offer advanced security features to keep your company and customer data secure.
  • Omnichannel Support: Many call center solutions help you connect with your customers through voice calls, SMS, email, and through social media platforms.

Now that you know the benefits of using call center software, are you ready to give it a try? There are several options from which you can choose.

However, before making a decision, it is a good idea to learn about the features of the call center software.

14 Best Cloud Call Center Software That Can Improve Your Customer Experience

To help you make the right choice, we have selected the best of them. In this section, we’ll look at the pros and cons, the key features, and the price of each.

1. CloudTalk

This cloud-based call center software will help you manage incoming calls and reduce your overall problem resolution time. It is designed to give your service team a complete overview of the customers when you receive a request.

Currently, more than 2500 companies use it, including OYO, Mercedes-Benz, and others.

Key Features

  • You can automatically route calls to the right representatives and call center teams.
  • You can set criteria such as product, location, language preference, and more to build your own Interactive Voice Response (IVR) routing tree.
  • You can record and create individual call queues.
  • You can set up voice mail or automatic call back if you are not available.
  • You can integrate CloudTalk with various CRM systems.
  • You can add comments and update customer information while on the phone.

pros

  • Has an intuitive interface.
  • You get real-time call statistics.
  • This allows you to purchase international numbers.
  • It offers several integrations.

cons

  • Integration with Salesforce is not included in lower tier plans.

Price Information

  • Offers a 14-day free trial
  • Starter plan: $25 per user per month (billed annually)
  • Essential plan: $30 per user per month (billed annually)
  • Expert plan: $50 per user per month.
  • Custom plan: contact their sales team for details

Pro Tip: Choose a free CloudTalk number so customers can reach you for free or at a low cost.

2. Avaya

Avaya offers a variety of products for workplace collaboration and cloud communications.

With a contact center solution, Avaya is committed to helping you reach customers across multiple touchpoints and ensure a seamless experience.

Key Features

  • It provides connectivity through voice, chat, email, text messages, and social media channels.
  • It allows you to identify mobile users to provide them with a mobile experience.
  • It offers speech and text analysis to get insight into the customers.
  • This allows you to use AI bots for customer support.
  • You can collect and analyze feedback in real time.
  • It allows you to identify and authenticate customers using voice and facial biometrics.

pros

  • It’s easy to use.
  • Offers detailed reporting.

cons

  • No special ringing when the line is on hold.

Price Information

  • Contact their team for more details.

Pro Tip: Choose Avaya Workplace Collaboration to streamline internal processes with call center support.

3. AVOXI

This contact center software company makes it easy to monitor agent activity, manage incoming and outgoing calls, and more. It can also automate other tasks such as call logging and help you increase customer satisfaction.

Key Features

  • It allows you to record calls and forward them.
  • It can route incoming calls to the right recipient.
  • This allows you to handle concurrent calls.
  • You can get virtual numbers, DID numbers and free numbers.
  • It allows you to group calls, transfer them and put them in a queue.

pros

  • Has a user-friendly interface.
  • Their customer service is excellent.
  • It has excellent reporting features.

cons

  • Their app allows you to call through your laptop instead of your mobile phone.

Price Information

  • AVOXI Contact: $19.99 per user per month.
  • AVOXI Enterprise: $39.99 per user per month

Pro Tip: Make sure you sync your CRM and IVR for a more personalized experience.

4. Bitrix24

Bitrix24 has a contact center solution that acts as a one-stop shop for interacting with your customers. The best part is that it comes with a built-in CRM so you don’t have to worry about buying an extra program.

Key Features

  • It comes with an automatic dialer and an IVR system.
  • It allows you to keep call logs and reports.
  • It has a mobile and desktop app.
  • It provides features for call tracking, waiting, call forwarding, and queuing.
  • It allows you to rent phone numbers in the US and UK.

pros

  • It provides unlimited rows per user account.
  • It provides unlimited per user account.

cons

  • The learning curve is a bit steep.

Price Information

  • Free Plan
  • Basic Plan: $39 per month
  • Standard Plan: $79 per month
  • Professional Plan: $159 per month

Tip: If you run an educational institution or a non-profit organization, you can ask for a special discount.

5. Genesys

This call center software is one of the best in its league. It is designed to simplify complex customer management systems so you can increase your efficiency and improve your customer experience.

Key Features

  • It provides automatic routing and call distribution.
  • This allows you to improve customer service through automation.
  • This allows you to personalize menus and messages.
  • It offers ready-made micro-applications.
  • This provides screen sharing.

pros

  • It’s easy to use.
  • It allows you to integrate Genesys with your web collaboration tool.
  • There are hourly and monthly plans.

cons

  • The lower level plan has limited features.

Price Information

  • Genesys Cloud 1: $75/month OR $0.68/hour
  • Genesys Cloud 2: $110/month OR $0.99/hour
  • Genesys Cloud 3: $140/month OR $1.26/hour

Pro Tip: If you have frequent bursts of usage, you can opt for an hourly rate.

6. Dial pad

Dialpad offers a suite of communication tools for calling, conferencing, and creating a contact center. Over 70,000 companies around the world use Dialpad to improve their customer experience.

Key Features

  • It connects customers to the right customer representative.
  • This allows you to contact your customers with a dedicated outbound dialer.
  • It provides agents with real-time recommendations based on artificial intelligence.
  • It can transcribe all your key messages into readable messages.
  • This allows you to collect customer satisfaction surveys (CSAT).

pros

  • Has an intuitive user interface.
  • The connection quality is excellent.
  • You can get an international number.

cons

  • You may experience audio issues.

Price Information

  • Offers a 14-day free trial
  • Standard plan: $15 per user per month
  • Pro plan: $25 per user per month.
  • Enterprise Plan: Contact their team for details

Pro Tip: Use their Chrome extension to call through your browser.

7. Grasshopper

Grasshopper is a call center software specially designed for small business owners. It aims to help entrepreneurs set up a virtual phone system at a low cost that can be accessed from anywhere.

Key Features

  • It allows you to get three different types of numbers: free numbers, special numbers, local numbers.
  • It also allows you to port your current number.
  • They have the ability to add their own greetings.
  • It has a voicemail transcription feature.

pros

  • It’s easy to use.
  • It provides 24/7 customer support.
  • It allows you to make calls through the mobile app and desktop.

cons

  • Sometimes there is no call even when calling.

Price Information

  • Free trial available
  • Custom plan: $26 per month
  • Affiliate Plan: $44/month
  • Small Business Plan: $80 per month.

Pro tip: For small businesses, Grasshopper’s VoIP calling feature is just right.

8. Nextiva

Nextiva is a VoIP call center solution that can help you automate customer support across multiple channels and provide self-service options. They claim that Nextiva can handle 512 queued calls.

Key Features

  • It uses IVR technology to connect callers to the right call center agents.
  • It allows you to record calls for customer calls.
  • Its Automatic Call Distribution (ACD) option distributes calls based on the level of technical support, business hours, and other such criteria.
  • You can get local numbers, toll-free numbers, or even port your existing number.
  • Its call routing option makes it easy to manage multiple calls.

pros

  • Has an intuitive user interface.
  • It has advanced reporting capabilities.
  • Even in the basic package, call queues are unlimited.

cons

  • The adaptation process can be lengthy.

Price Information

  • Essential plan: $18.95 per user per month.
  • Professional plan: $22.95 per user per month.
  • Enterprise plan: $32.95 per user per month.
  • Ultimate plan: $57.95 per user per month.

Pro tip: If you don’t want to fill out the form on their website for a consultation, call them directly at (800) 799-0600.

9. Five9

This call center software is designed to help you bridge the gap between your customer service goals and the actual services you end up providing. Five9 also provides specialized remote workforce management tools that can help executives monitor overall service quality.

Key Features

  • This allows customers to contact you via chat, email, social media, mobile apps, and phone.
  • It offers voice capabilities within the region.
  • It can be easily integrated with WFO, CRM and UC systems.

pros

  • It offers a flexible structure that allows you to increase or decrease the number of licenses each month.
  • It is easy to deploy.

cons

  • Provides limited options to prevent spam calls.

Price Information

  • Please contact their sales team for detailed pricing information.

Pro tip: Use Five9’s CTI popups to inform contact center agents about a customer’s story.

10. Live agent

This call center software allows you to interact with your customers across multiple platforms. What’s more, their program is designed so that you can provide all your clients with a personalized experience.

Key Features

  • This allows you to automatically distribute calls to the right agents.
  • It is equipped with IVR for skill-based call routing.
  • It has unlimited call recording capability.
  • It shows real-time analytics of your support calls.

pros

  • Liveagent offers 24/7 support across all channels.
  • They offer customer support in different languages.
  • Has a built-in CRM system.

cons

  • Combining multiple tickets can be a daunting task.

Price Information

  • 14 day free trial
  • Free plan available
  • Ticket plan: $15 per user per month.
  • Ticket + plan: $29 per user per month.
  • All Inclusive Plan: $49 per user per month.

Tip: If you don’t feel like you’re using all the features of the Premium plan, talk to them about downgrading to a lower plan.

11. Happyfox

This call center software is designed to help you develop a robust ticketing system to improve your customer experience. It also has two different tools for customer service and omnichannel support.

Key Features

  • This allows you to create your own ticket queue with advanced filtering options.
  • It provides response and action templates that can reduce response time.
  • It provides detailed analytical reports and shows CSAT scores for all agents individually.
  • You can analyze the time saved using the Smart Rules report.

pros

  • It’s easy to use.
  • You can create triggers based on multiple criteria.
  • It provides several customization options.

cons

  • The learning curve can be steep.

Price Information

  • They have two different pricing models. For more detailed pricing information, you can contact their sales team.

Pro tip: mark each ticket according to progress level. This will help you quickly understand where it is in the overall life cycle.

12. NICE

This call center software can predict your workloads, monitor performance, and provide key performance indicators that can help you deliver an exceptional experience. Using this platform, you can automate workforce planning, improve agent productivity, and measure overall customer satisfaction.

Key Features

  • This makes it easy to manage agent schedules.
  • This gives you access to interaction analysis and detailed analytics.
  • It provides instructors with recommendations for improving client interactions.
  • Its holistic CX data and AI models can predict the best fit for your KPIs.

pros

  • It’s easy to use.
  • It provides detailed reports that you can filter by campaign, group, or technician.
  • Has several integrations.

cons

  • It may take time to learn this.

Price Information

  • Please contact their team for pricing.

13. Talkdesk

This call center software is designed to help businesses reduce customer support costs and improve overall customer satisfaction. More than 1800 companies around the world use this program to improve customer service. Their clients include Trivago, IBM, Acxiom and others.

Key Features

  • Its intelligent routing feature directs calls to the most qualified agent.
  • It uses AI to recognize CSAT issues.
  • It allows you to create CSAT surveys to measure customer sentiment.
  • It allows you to record phone calls.
  • This makes it easy to navigate information between different CRMs.

pros

  • It’s easy to use.
  • It has several built-in integrations.
  • Provides detailed reports.

cons

  • Some users claim that they regularly encounter glitches.

Price Information

  • Please contact their sales team for detailed pricing information.

Pro Tip: If you want to proactively detect dangerous behavior, you should enable CX sensors in Talkdesk.

14. MyOperator

The MyOperator call center software allows you to manage multiple calls without spending too much time and effort. The biggest benefit of using this call center software solution is that it comes with some very unique features compared to other tools on the list.

Key Features

  • You can choose any of these three numbers: virtual number, personal number and free number.
  • It allows you to record, forward, transfer and track calls.
  • You can export call log data to analyze call performance.
  • You can add notes while talking to a customer.

pros

  • It’s easy to use.
  • It offers API integration.
  • It has innovative features such as adding music on hold.

cons

  • It doesn’t have an iOS app yet.

Price Information

  • Desk plan: $45 per month.
  • Prime plan: $200 per month.
  •  For Enterprise plan, Please contact their sales department for more details.

Pro Tip: Use call masking to hide the private numbers of agents and customers.

FAQs

Q1. What is a cloud call center?

A. A call center that is network-based and can be owned and managed through the cloud is called a cloud-based call center. In such a model, call centers can provide their services to other businesses remotely using a subscription-based model.

Q2. What programs do call center agents use?

A. Typically, call center agents to use cloud-based call center software. Some of the most popular programs include CloudTalk, Five9, Genesys, NICE inContact, Nextiva, Grasshopper, Dialpad, and more.

Q3. How much does call center software cost?

A. Call center software starts at $15 per user per month. Most call center programs also have a free trial period.

Q4. What is a hosted call center?

A. A hosted call center is a solution where outgoing, incoming and other interactions with a company’s customers are handled by another service provider’s office system.

Q5. How does a cloud call center work?

A. Cloud Call Center is hosted in the cloud, allowing it to be accessed from anywhere without the need for any physical infrastructure. Because it is completely web-based, the cloud call center can handle customer calls from anywhere.

Q6. What is CRM in a call center?

A. Customer Relationship Management (CRM) in a call center is a technology that gives customer agents easy access to customer history and account information.

Q7. What is a cloud contact center?

A. In any enterprise, a cloud contact center is a central point hosted via an Internet server. From that moment on, all outgoing and incoming communication with clients is managed. They allow you to communicate via social networks, voice and email from anywhere.

Q8. How to improve customer interaction in a call center?

A. Here are some tips that can help you improve your overall customer experience in a call center:

  • Reduce response time.
  • Use the right call center software to track performance.
  • Take advantage of the reporting features of specialized tools.
  • As for customer reviews.
  • Train your call center agents.

Conclusion

Call center software can help you improve your efficiency, productivity, and overall customer experience. At the same time, it can help you save on operating costs and provide multi-channel support. If you’re still not using it for your business, then you must try this.

Do you have any questions about the call center software mentioned in the post above? Please feel free to mention them in the comments section.

Team ONH
Team ONH
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