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This is a digital world- but phone support plays a crucial role in customer service. It means having good call center software is important to power your growth.
There was a time when call centers used to something only enterprise companies could afford, but today call centers are not just for big corporations anymore. Modern technology and innovations have made it possible for any business to set up a call center. Call center outsourcing solutions or a call center software can provide an enterprise-grade telecom experience for small to medium-sized businesses. If you are running a small business, you can go for small business call center software to manage all customer and staff communications.
Since it is all driven by software, it means no expensive outlay of hardware costs, let alone building your own call center. Besides, it runs from your existing business phone system so all your communications can be managed by the same software and phones that you are already using.
AS a call center can now be run through a software solution means the marketplace is becoming increasingly crowded, with existing service providers jostling with legacy phone companies to offer a plan for you. To help you choose the right solution, we have written this post.
In this post, we will provide you an in-depth review of each service provider on this list. We will discuss the features, benefits, pricing, and other major points so you can make an informed decision for your business.
RingCentral Contact Center is one of the best small business call center software solutions. It is an ideal option for both the sales and customer service teams. The software comes up with over 40 robust features like intelligence routing, CRM integrations, and workforce management tools. You can also get an advantage from the administrative and management features such as call recording, surveys, and analytics.
This is safe, secure, and reliable. The company guarantees uptime of 99.99%. Also, it provides your agents the ability to work from anywhere, anytime.
The package plan of RingCentral is dividing into three parts
Basic: Inbound voice support and Standard IVR and ACD capabilities
Advanced: Omnichannel support and integrations (email, chat, SMS, social media) and Advanced IVR and ACD
Ultimate: Inbound and outbound voice, predictive, progressive, and preview dialling, and Campaign Management
To get a quote for your business, contact the RingCentral sales team.
The cloud-based call center solution, Zendesk Talk is built directly into the ticketing system for Zendesk support. With it, your agents will have access to the full customer history and additional features like call recording and automatic ticket creation.
This software is designed to enhance the overall support process while eliminating unproductive works. So that employees can focus on solutions, conversations, and other important tasks.
Zendesk Talk has a wide range of plans for you to choose from. The list and features for each plan are very extensive. Here is a quick list of different plans offered by Zendesk Talk:
1. Lite: Starting at $0
2. Team: Starting at $19 per agent per month
3. Professional: Starting at $49 per agent per month
4. Enterprise: Starting at $89 per agent per month
Freshcaller is an all-around call center platform, it runs from the cloud and is super easy to use. With this software, you can manage everything from a single control panel, and even calls can be made with nothing more than a click.
The exciting part is that it does not need any hardware that makes it an obvious solution for those looking for small business call center software. It includes a wide range of features like call masking, routing, recording/monitoring, forwarding, and conferencing calling. Although this software allows for international use, local numbers still have to be bought through the Freshcaller management inventory.
Overall, this is a great platform for integrated call purposes, and that it is internet-based makes it both affordable and accessible. The starter plan is free to use for unlimited agents, with the only cost being call charges. Besides, there are paid versions available, with the more expensive options providing more advanced features like call routing after business hours, metrics and service-level monitoring, and omnichannel routing.
An all-in-one contact center solution, Five9 Intelligence Cloud Contact Center provides your customer service team the power to manage everything thing and flexibility to work from anywhere. This software is quite customizable. It is designed to address the requirements of your business, regardless of your size or industry.
Fiver9 delivers a crystal clear voice, strong security, and a 99.99% uptime rate. It has a wide range of solutions depending on your business needs. They even provide call center software for sales, telemarketing, collections, small business, outsourcers, medium-sized businesses, and enterprises.
Overall, the Five9 contact center has everything you need for your business- it is fast, reliable, affordable, and easy to use. Contact their sales team to request a demo and get a custom quote.
Cloudtalk is a widely-known software solution for offering remote-ready phone center services at a great price range. Presently, more than 2,500 call centers are powered by Cloudtalk. They have become a trusted name in the industry.
What makes this small business call center software unique, it allows to run virtual call centers from anywhere across the world. As the name suggests, it levers cloud technology to provide you a secure calling experience. Furthermore, it includes a strong dashboard that presents insight into your customer when their call is in the queue. It gives you a chance to anticipate their requirements before you even talk with them.
The Smart IVR of Cloudtalk is a unique feature, this is an interactive voice response system that routes calls to exactly the people need to take them. You also become capable to select language preferences, and figure out the customer journey through their drag and drop call flow designer.
Formerly known as CrazyCall, Channels is another popular choice when it comes to the best small business call center software. This is a cloud-based service that allows you to manage everything through an app. You can make calls through an automatic dialler as well as using a click-to-call browser extension as per your convenience.
The unique feature of this software is that it lets you route ongoing calls through local phone numbers that may increase response rates for sales calls. Call recording comes as a standard to help monitor agent results, and reporting is included also. With all these, it becomes easy for you to organize and analyse calls and manage success rates.
Instead of providing general customer/client support, Channels focuses on being a sales-calling platform and doing that well, mainly in terms of improving conversions and boosting ROI.
Talkdesk is another great option for customer engagement, workforce engagement, and reporting. The contact center software is the most popular product of Talkdesk. It is an end-to-end customer experience solution, designed to meet the needs and expectations of the modern customer.
Talkdesk helps companies improve their productivity while reducing costs and increasing the customer experience. Some of the major features of this small business call center software include customer self-service, outbound dialler, omnichannel support, agent desktop, and mobile agent tools, call recording, AI virtual assistant, integrations with Salesforce, Slack, Zoom, Zendesk, MC teams, etc.
Talkdesk brings solutions based on call center type (BPO, Sales, and support) and business size (small, mid, enterprise).
Perfect for omnichannel routing, the 8X8 Contact Center works to enhance the customer experience from a single touchpoint. It includes a variety of features including skills-based call routing, queued call back, web call back, and IVR. It has inbound chat, email, and social channel contact solutions for your call center software.
You also get the advantage from the real-time analytics and reports. This information is available from any device. It details customer journeys and waits times for every client across different channels.
The software helps you enhance your productivity. The private knowledge base, expert connect simple interface, and comprehensive communication hub that ensures all customer communication is handled quickly and efficiently. With all these features, plus 8X8 Contact Center has excellent security. It is compliant with HIPAA, FISMA, and more. It ensures privacy for sensitive data entry fields also.
Every business providing phone support for customers can benefit from small business call center software. Whether you need assistance with sales, customer support, or both, there is an option for your business on this list. So go through each software option, and choose the one that suits your business types and needs.
That’s it for now! We hope you found this post interesting and helpful.
Have we missed any important software names? Let us know in the comment section below. We will be happy to include your suggestion in the list.
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