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7 Top Call Center Applications for 2022 (Expert Pick)

7 Top Call Center Applications for 2022 (Expert Pick)

7 Top Call Center Applications for 2022 (Expert Pick) – Do you need contact center software for your company?

Customers often call companies to ask questions or for assistance. A contact center service could help your business improve customer service and make it easier to help customers.

We’ll discuss the finest contact center software in this post so you can decide which is ideal for your company.

7 Top Call Center Applications for 2022 (Expert Pick)

The Best Call Center Software: Where to Look

Providing customer service over the phone is a fantastic way to assist your customers. However, it may be challenging for small firms that are expanding fast to manage a high volume of phone calls.

With the help of contact center software, you can: answer multiple phone calls at once; give customers answers more quickly; help your sales team reach more people; improve the support process as a whole, and make customers happier.

When choosing contact center software for your company, there are a few characteristics you should consider, such as:

  • You should choose a software program that uses IRVs to give automatic responses, greet callers, and help them get to the right department.
  • With a cloud-based contact center, your remote employees can help clients from anywhere in the world without having to be on-site.
  • Multichannel Support: This feature, which is also called “omnichannel routing,” lets your customer service reps answer questions from customers who contact them through social media, live chat, email, phone calls, and other channels while still using the same software.
  • If you want customers to be able to ask questions even when no one is in the contact center, you should look for software with voicemail and call routing features.
  • You may use your client data to the fullest extent and receive a thorough view of their contact patterns, support requests, and other information by integrating customer relationship management (CRM) software. Computer telephony integration, or CTI, is also part of some solutions. This lets users find customers by their phone numbers.
  • Your contact center software should have more options for reporting and analytics so you can track how well your customer service is working.
  • Listening to recordings of recent calls is a good way to figure out how well quality control and training are working.

After that, let’s look at some of the top contact center applications you may choose for your company.

  1. RingCentral
  2. Nextiva
  3. Ooma
  4. CloudTalk
  5. FreshDesk
  6. LiveAgent
  7. 8×8

1. RingCentral

ringcentral

You may set up a cloud contact center solution for your company with RingCentral, a well-known supplier of commercial VoIP services. You can provide immediate customer service at any time and from any location in the world.

It provides an omnichannel solution with rules for call routing depending on capacity, availability, and other factors. By doing this, you may expedite customer service and have simple multichannel client engagements.

You may increase your support agent’s productivity using RingCentral. Gamification options are provided by the program and may be utilized to reward agents. In addition, it is a full workforce management tool that makes managing your team’s calendar and scheduling incoming calls depending on traffic numbers quite simple.

Having access to precise information regarding your customer support performance is another benefit of adopting RingCentral. Key performance indicators (KPIs) may be tracked in real-time, agent performance may be tracked, call monitoring may be set up, self-service resources may be set up, and more.

You may also create unique statistics dashboards for reporting using tools for data visualization and root cause investigation. RingCentral also has a predictive dialer, an automated IVR system, easy connectors, and more.

Review by an expert: RingCentral provides specialized solutions depending on your target market or sector. Regardless of where you are, RingCentral provides solutions that are specific to your audience or sector. RingCentral is a fantastic piece of contact center software to have, regardless of whether you work in financial services, healthcare, education, government, or run an online shop.

2. Nextiva

nextiva

The top virtual business phone number provider is Nextiva. Given that Nextiva is entirely cloud-based, it is the ideal choice for remote teams.

Your support staff just has to connect to the Nextiva desktop or mobile application to answer all incoming calls. Additionally, it comes with full support desk software. It lets you talk to customers in many different ways, such as through social media, audio, SMS, live chat, and video.

You may also obtain screen popups with the Nextiva contact center system that are customized to reflect your brand. When clients call you, there is also an IVR option that supports speech.

IVR may be enhanced by automating repetitive processes. By doing this, you may effectively manage large call volumes while saving money by employing additional agents. Also, it lets support staff focus on the most important calls while IVR handles the most common problems.

Along with economical mobile phone rates, Nextiva also provides extra services like a toll-free number, voicemail to email functionality, call recording, HD video conferencing, auto-attendant, and more.

Additionally, it is simple to link with a variety of CRMs and communication platforms, including Salesforce, Oracle Sales Cloud, Microsoft, and others. It even lets you automate processes and gives you APIs and SDKs to use in certain ways.

Because the program has powerful capabilities and a reasonable price, we utilize Nextiva for all of our company’s phone requirements. It lets our small business staff answer calls from clients from anywhere in the world without giving out their personal cell phone numbers.

In addition, Nextiva gives us the ability to communicate with clients through video conferencing and send text messages.

Based on what we’ve seen, Nextiva is the best contact center software because it offers a fully cloud-based business phone service and helps create a great customer experience.

3. Ooma

ooma

For companies of all sizes, Ooma offers an all-inclusive virtual phone solution. Ooma has a ton of tools to keep your remote staff and customers connected, regardless of whether you are the owner of a startup, a small company, or an enterprise.

You can create a cloud contact center with Ooma and provide first-rate customer service with ease. Intelligent call routing lets users quickly reach the right agent without having to do the same tasks over and over. This cuts down on the number of long-distance calls.

Additionally, you may design unique call flows for your support staff. With the service’s drag-and-drop call flow builder, you can create a call sequence quickly.

In addition, Ooma has features like a multi-level IVR and call distribution that is automated and based on caller information, business hours, and agent expertise. With intelligent reconnect, you can even connect callers to the right agent by automatically connecting them to the person they were talking to before the conversation ended.

You can track your customer service performance with Ooma. It doesn’t measure the effectiveness of your VoIP contact center as well as Nextiva’s 45 different reporting tools and reports, though.

Experts say that Ooma is a great choice for small and medium-sized businesses that want to add a contact center solution.

4. CloudTalk

cloudtalk

The last contact center option on our list is CloudTalk. This well-known virtual call center technology is used by over 2,500 contact centers, such as those for DHL, Mercedes Benz, Fujitsu, and GoStudent.

You may choose among 140 national phone numbers offered by the service for your company or a toll-free number. CloudTalk has also teamed up with other telecommunications around the world to build a strong network, make sure calls are clear, and make sure the service works.

CloudTalk also has features like call queuing, call recording, voicemail, adding extensions, sending faxes to email, business hours, conference calls, call masking, 3-way calling, smart outbound autodialer, and more.

Included is a full-featured call flow designer for creating automated workflows, IVR, ACD, skill-based call routing, letting customers choose their preferred agent, call forwarding, VIP queues, auto-answer features, and more intelligent routing.

Review by an expert: CloudTalk is a program specifically for call centers. It can be used to easily help callers, make sales calls, and work with teams in different places.

5. FreshDesk

freshdesk

A well-known piece of software called FreshDesk provides firms with a full contact center solution. FreshDesk is used by more than 50,000 businesses to provide customer service.

The FreshDesk Contact Center software, formerly known as Freshcaller, is simple to use and aids in quick setup. It also has a lot of features, such as the ability to program automatic voice answers that use artificial intelligence.

One possibility with FreshDesk is to build a worldwide contact center. Use your own phone (BYOC) or buy phone numbers from more than 90 different countries. Additionally, it provides cost-effective pricing options that you may modify as your firm expands.

Apart from that, it’s a full omnichannel solution for your customer support. You may shorten wait times by turning a call into a ticket and providing help to users via many channels in one location.

FreshDesk also has features like call transcripts, call recordings, call lifecycle data, voice bots, speech-enabled IVR, and reporting tools that can be used to track agent performance and improve customer service.

According to experts, FreshDesk is a user-friendly contact center solution. However, we recommend checking out Nextiva if you’re searching for more robust features.

6. LiveAgent

liveagent

The next contact center software on our list, LiveAgent, has many of the same capabilities as the other services we’ve discussed. But what distinguishes this service from others is that you can test the program for 14 days without paying for a premium subscription.

You may receive a cloud-based contact center solution with LiveAgent. The VoIP phone system enables your support staff to reach consumers worldwide.

IVR, callback requests, call transfers, unlimited call recording, smart call routing, video conference calling capability, in-app push alerts, chatbot, and automated call distribution are other features that you receive (ACD).

Additionally, the program connects with well-known CRMs like HubSpot and Salesforce. Additionally, it integrates easily with email marketing programs like AWeber and Mailchimp. Even better, you can add a live chat button and connect it with your WordPress website.

LiveAgent is the best choice for you if you want affordable prices and a free trial so you can try out the program.

7. 8×8

8x8

A secure contact center solution is provided by the cloud communication platform 8×8. The service promises 99.99% uptime for UCaaS and CCaaS and is stuffed with features.

This indicates that the service is dependable and promises quicker performance with no interruptions or outages. It also has 35 data centers that are spread out around the world to provide great service.

You can get started using it with the aid of a comprehensive knowledge base, expert connect, and a comprehensive communication hub thanks to its straightforward user interface.

Additionally, the 8×8 call center offers tools for managing incoming and outgoing calls. You may take advantage of features like click-to-call, quick call routing, call recording, speed and text analytics, omnichannel support, IVR, agent workspace management, and more. However, other programs we’ve reviewed, like Nextiva and RingCentral, have greater functionality.

Additionally, the solution integrates quickly with CRMs like Salesforce, Microsoft Dynamics 365, Azure, and Zendesk. You can also improve customer service by using contact center analytics and even by conducting customer surveys.

The 8×8 contact center pricing packages start at $85 per user each month, which makes them on the pricey side. Nextiva offers more value for your money if you’re looking for a less expensive option.

Expert Evaluation The robust call center solution provided by 8×8 is powered by a strong virtual phone platform. Large businesses and SaaS companies will benefit greatly from it.

Which contact center software is the best?

We definitely suggest Nextiva if you’re searching for a full-featured cloud-based contact center. The application checks every need for a contact center solution.

Powerful capabilities are available that go beyond just setting up a call center. Nextiva is a complete virtual phone service for businesses that want to improve their customer service.

With Nextiva, you get IVR, call recording, video conferencing, mobile and desktop applications, in-depth performance metrics and statistics, and much more. Additionally, it combines many CRM and marketing solutions with ease.

This post should have assisted you in locating the top contact center software. You may also find our article on “how to add a photo to an author in WordPress” helpful.

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