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Could you benefit from a business phone system that allows you to receive and route calls more efficiently?
Call centers are built to handle a high volume of phone calls, customer service, telemarketing, telesales and collection functions. To manage all these functions and maximize productivity, call centers use specialized phone systems.
If it"s time to upgrade your contact center, check out this list of the top call center phone systems and learn how to select the right call center service provider.Top Call Center Phone Systems
Here is the list of eight best call center software solutions with an in-depth review of each provider:1) Nextiva
Nextiva is a VoIP call center software that helps to optimize your call flow, improve your call routing, and run leaner with fewer agents.
Nextiva uses the internet instead of traditional phone lines to make calls. It runs in the cloud and answers as many inbound calls as you need.
The benefit of using Nextiva is that call center agents can be located in an office or even can work from their home.
You can also leverage the virtual agents feature provided by Nextiva. It helps you to automate interactions and streamline the customer experience.
Five9 provides workforce management tools, predictive dialing, and computer telephony integration (CTI) screen pops to help your agents provide better service.
It adopts the cloud contact center to the needs of your business. Five9 delivers a crystal clear voice, strong security, and a 99.99% uptime rate.
GoToConnect, formerly Jive, provides enterprise-grade hosted VoIP and unified communications to businesses.
It provides call encryption, meeting lock with password protection, and adheres to the latest security standards, such as SOC 2 Type II and GDPR.
GoToConnect integrates with the systems of record, making it easier for agents to make calls and record them. It also helps you to personalize your customer interactions.
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Avaya provides an automated solution for inbound and outbound speech, video, email, and chat applications. It allows Interaction recording, voice analytics, and automated scheduling.
Its OneCloud ecosystem empowers businesses to deliver experiences that matter to customers and employees alike.
Zendesk Talk is built on the Twilio cloud communication platform that integrates with the Zendesk support ticketing system.
It connects a voice channel into Zendesk’s omnichannel solution and allows representatives to resolve complex issues faster. Also, it offers a call center solution for all business sizes.
TalkDesk is a robust call center solution for enterprise teams to manage phone support at a fast pace.
It is a cloud-based contact center platform with voice, digital channel, and workforce engagement management capabilities.
TalkDesk elevates your customer service experience by leveraging intelligent routing, contextual customer data, CSAT, etc.
Aircall offers a VoIP system for businesses to support contact centers.
It is a cloud-based voice platform that integrates seamlessly with helpdesk tools.
Aircall features IVR and automated call routing, conference calls, shared call inbox, call notes, unlimited concurrent calls and calls queuing, and integrations with CRM.
RingCentral is a safe, secure, reliable, and flexible cloud-based phone system. It provides “RingOut,” which enables one-touch calling from any phone or internet-enabled computer.
It also has powerful call delegation and answering rules, ensuring that calls are routed to the right individual, and supports both desktop and mobile users.
The software guarantees an uptime of 99.99% and gives your agents the ability to work from anywhere.
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Considering the important role that a call center phone system plays in simplifying customer relationship management, here are the top benefits that businesses can avail of from a call center software.1) Cost Savings
Businesses that employ a predictive dialing feature integrated with call center software reduce costs to a great extent.
The dialing feature automates and captures all-important call activity directly into the software.
It enhances lead management while keeping track of the ideal times to call clients and providing useful real-time metrics. Thus, it boosts sales without installing any other costly telecom hardware.
Businesses can save up to 60% of their call center costs by switching from on-premise to the cloud.
As both hardware and software are based in the cloud, capital expenses and ongoing system maintenance get significantly reduced.2) Installation
The implementation of on-premise call centers requires buying the necessary hardware, figuring out-licensing, setting up the infrastructure, and finding compatible software.
However, upgrading to the cloud is seamless!
The cloud-hosted system is very simple to install. Setting up cloud-based call center software is no more difficult than installing an app on a computer. It just requires IP phones, the necessary bandwidth to support your call volume, and voice prioritizing software.3) Maintenance and Upkeep
It is not only expensive to upkeep an on-premise system, but maintenance can disrupt your call center completely.
Premises-based call center systems are maintained by a combination of internal resources, vendor support, and on-site visits from service technicians.
With cloud-based, as long as you are connected to the internet, you can receive calls with ease.
Cloud-based systems allow you to outsource the implementation, hosting, operations, and day-to-day maintenance requirements for your contact center.
Outsourcing system maintenance enables you to optimize internal IT resources while providing great technology to global contact center representatives.4) Flexibility for Remote and Distributed Workforces
Onsite call centers require desk phones to be linked to the server in your office.
Unless the customer service agents are physically present at their desks, they will not be able to complete their tasks.
However, with a cloud-based system, it does not matter where agents are based. They just need a web browser and a strong internet connection.
Representatives can route their office phone to their home phone, take a phone home, and plug it into a broadband connection.
A cloud-based call center platform allows representatives to work remotely.
Thus, you can have a virtual call center for your business that results in decreased costs and less agent turnover.5) Enterprise-Grade Security and Reliability
Your business information is safer when stored in a cloud data center in compliance with national and global security standards and certifications.
Due to the proliferation of software-as-a-service (SaaS) applications, the security for cloud-based contact centers and data centers has increased.
Besides, cloud providers also employ thousands of security experts that are constantly testing the system.
By moving your communications from premise systems to the APIs, you can expect uptime that exceeds the 99.99% SLA. It means that the cloud platform is only down by less than 0.01% of the time.
Additionally, in a cloud-based contact center, calls are optimally routed to reduce latency and provide the highest quality experience.6) Robust Features
A cloud-based contact center with APIs allows you to add new features and channels as you need. It also provides access to the most recent software updates.
It provides features, such as IVR, auto-attendant, calls analytics, dashboards, and reporting.
However, it takes efforts to change on-premises contact center systems. In fact, just adding prompts to the IVR or opening a new call destination can consume a lot of time.7) Improved Customer Service
Cloud-based contact center supports omnichannel or multichannel experiences. A unified cloud solution easily connects a customer’s journey across any channel.
It means that your representatives can connect with customers wherever they are most comfortable. It may include the phone, email, video chat, texting, or Facebook messaging.
Thus, customers will have more confidence in interacting with your business knowing their issues will be resolved faster.
For example, a customer connects with you via chat and then switches to phone. In that case, the representative can access the full interaction history to support the customer across all channels.8) Flexible Pricing Models
The cloud is far more economical as it allows for flexible pricing based on your needs.
Modern call centers are moving towards call center software that is priced to fit any budget. The focus is to provide a seamless and effective customer experience at an affordable price point.How to Choose the Right Call Center Phone System Provider
If you are planning to upgrade your call center phone system, then you should know how it will integrate with your other business systems and what type of support you can expect from your vendor.
Below are the questions that you need to consider before selecting a call center phone system.1) What is your inbound call volume like?
It is important to know the number of users on a call center phone system.
But it is even more crucial to know the number of concurrent calls that will happen at any given time as it affects your bandwidth requirements.
Try to accurately gauge your call volume and estimate how many representatives you might need.
You can determine your bandwidth requirement by doing the below calculation.
Bandwidth in Megabits Per Second (Mbps) needed = Concurrent Calls at Peak Time x 100 Kilobits Per Second2) Which features do you need?
Some of the features of a cloud-based call center include automating mundane tasks, eliminating manual dialing, and integrating with artificially intelligent bots to boost your productivity.
Figure out what features you need for your business and check whether the vendor supports your requirements.
If you want to create relationships with your customers, then look for software that supports omnichannel communication. The software should allow you to be present where your target audience is.
If you need access to real-time data and reports to track call center operations and the representatives’ performance, then find software that provides real-time dashboards, reports, and call recordings.3) Are they secure and reliable?
For any business, security becomes challenging when they share space on the public cloud with others.
General Data Protection Regulation is a challenge for many cloud service providers.
Some countries ask vendors to have data stored within the country for security purposes. Therefore, it is safe to stay informed about your vendor"s data center to ensure a smooth workflow.
Short-term and long-term plans differ in your vendor’s product offerings. Thus, it becomes important for businesses to not compromise on the scalable capabilities of the product.
The products offered by the vendors should meet continuous business innovation standards while scaling.
Also, the vendor must ensure representatives are not able to store customer data by disabling screen-recording and call recording to maintain data privacy and security.4) How is their customer service and tech support?
Before you choose a call center phone system, have an idea about how accessible a provider’s support team is to assist you in the process.
Ensure that your call center software provider will be there for you when something goes wrong.
Additionally, make sure that they are responsive to your queries and offer round-the-clock technical support.5) Does their pricing options and transparency meet your needs?
It is important to have a budget framework for any business before selecting a call center phone system.
Check with your provider about the various bundled services that they offer.
If you opt for a bundled service that ensures software capabilities, then verify the billing cycle and package validity to ensure a smooth calling experience.
Businesses that depend upon the outbound and inbound calling process may lose their business if the system stops with the exhaustion of the calling package.
Therefore, understand from your vendor what will happen after the calling package exhausts. Ask your vendor to share the cost implications that will be imposed on recharging the package before the next billing cycle.6) What are their customers saying?
Customer reviews provide a great way to understand how a company is performing when it comes to customer experience.
You can check sites, such as Trustpilot, G2, Yotpo, or Capterra, to get a feel for the ratings and reviews and see what customers think.
Look for their average response rate for customer support issues and the average time to close a ticket.
They provide great customer service if they respond in less than an hour to emails and resolve issues in less than a day.
Call center phone systems handle higher call volumes than a typical inbound call center. These phone systems include Automatic Call Distributors (ACD), Predictive Dialer, Desktop Integration, and Interactive Voice Response (IVR).
For businesses, it is usually cheaper to install and maintain a VoIP phone system as it does not require on-premise hardware. It eliminates typical maintenance and infrastructure costs that traditional phone lines have and improve customer experience.