What is the Best Call Center Software?
Whether you’re looking to replace your existing call center software, or are investing in your very first system, you’re going to have a lot of options available. It’s important to spend time evaluating your own needs, as well as thoroughly review your software options.
After all, the call center system you choose will become the foundation for your customer service efforts. Having a lackluster call center system will only negatively impact your business, as well as your bottom line.
Below we take a look at a few questions you need to ask yourself before you choose the right call center software for you, highlight a few of the main features you should look for, as well as profile a few different options to help you narrow down your search.
Questions to Ask Before Your Search
Before you even begin your search you’ll need to have a solid understanding of the goals of your customer service team, and what you expect your call center software to provide you with. The questions below are a great place to start.
1. Do you lean towards inbound or outbound calls?
Most call center software offers support and features for both inbound and outbound calls. However, most service providers lean towards one or the other. Since they demand different feature sets. Do you have a heavy focus in either direction or do you need a provider who focuses on both?
2. Do you require any business integrations?
Most companies will use software like a CRM, and other applications to better track and meet customer needs. So, you may require that your call center software supports any existing applications to help you better manage your customers. A lot of call center software supports most existing integrations, but you need to make sure the option you choose supports the exact ones you require.
3. Do you have a tech savvy support team?
Some call center software will be easier to use than others. If you have an entry-level support team, then you may want to find the most intuitive software possible. Choosing an easy to use solution will help you with the onboarding process and minimize any customer support errors.
4. Is your customer service team growing?
Some companies experience a large fluctuation of customer service calls during the holidays or peak seasons. If this sounds like your company, then you’ll need call center software that can easily be scaled up or down, depending on your current needs.
5. Do you require a customizable solution?
If you’re a smaller business, then you might be able to get away with using an out of the box solution. However, large scale businesses might have a hard time changing their existing protocols to fit the software. Some call center software will be able to be much more readily customized, without the help of an external IT team.
What Features Should You Look For?
Most existing call center solutions are quite heavy on features. However, some features are more important than the rest. Below we profile a few features that your call center software needs to have in place.
1. Reliable Service
Reliability is one of the most important things to look out for. When your call center software goes down your customers literally have nowhere to turn to. It’s important to choose a provider that claims 99.999% uptime. You can also peruse through actual customer reviews to see if their uptime claims are true, or exaggerated.
2. Ease of Use
How easy is the software to use and implement? The software you choose should be easy to pick up and integrate into your existing customer service procedures, as well as facilitate communication between your business and customers. Difficult to use software will only create headaches now, and into the future.
3. Customer Metrics
Your software should help you build an active view of your customer. This means that you should be able to pull data from multiple sources, so you can readily understand your customer. Having access to historical information, as well as up to date issues will help your customer service reps provide a better experience overall.
4. Automated Tasks
Your customer service agents should be handling a lot of tasks, but this doesn’t mean they should be doing all the grunt work as well. Good call center software will help make your customer service agent’s lives easier by automating certain aspects of their workflow.
Today, security is a must-have. Without proper security measures in place, your data is at risk. Your customer service software needs to help your customer’s feel safe when giving you their precious information and data.
Finding the Best Call Center Software for Your Needs
There are dozens of different call center software options we could highlight and profile below. Below we look into a few of the most popular, so you can determine if they’re a good fit for your business.
Five9 is a very popular call center software that’s used to manage both inbound, outbound, and multi-channel contact centers. It offers high-end features like speech recognition, integrated CRM, predictive dialing, call recording, quality monitoring, and much more.
Five9 is also a very intuitive solution and can be set up and ready to use in a matter of days.
2. Nextiva VoIP
Nextiva offers telephone services for small business that eliminates the need for an existing telephone system. Their software packs a ton of features and comes with a scalable PBX system, VoIP phone systems, hosted call centers, and online faxing.
Their VoIP system is equipped with features like conference calling, caller ID, call routing, mobile support, and much more.
RingCentral offers a suite of tools for all of your support and call center needs. Their software has features like automatic call distribution, auto dialer, support agent match, performance tracking, and much more.
It’s available through a web-based subscription, so it can easily integrate with teams that are spread out across the globe. Plus, it integrates with a ton of existing CRMs, like Zendesk, Salesforce, Microsoft Dynamics, and the Oracle Sales Cloud.
ShoreTel offers one of the largest software suites, out of the solutions we’ve profiled here. They offer a hosted PBX service, which enables conferencing, collaboration, and presence management tools.
They allow you to mix and match their various services offerings to create a call center software suite that’s custom tailored to your business. This could be a solid choice for large companies who need to custom-tailor their call center software to fit their existing business needs.
3CX is another PBX solution that utilizes IP phones, SIP trunks, and VoIP, to deliver the best calling solution for your business. Their system can scale from small business up to companies that have over a thousand employees.
They also enable smartphone use, so you can always have access to your support base. Finally, they integrate with existing CRM, as well as any Microsoft Office or Google apps.
Finding the best call center software for your needs will take a lot of work. But, by taking stock of your own needs and evaluating those against the present software options, you’ll make your search much easier.