You need a call center solution if you are especially running a customer-facing business. But which one to choose?
Here is a list of the 5 best call center software platforms with details of their features, cost, and customer reviews.
Planning to set up customer support for your business? Well, you are in the right place. Customers need help at different touchpoints in a business. And every time they need help, they tend to approach you to get assistance and move forward with your product/ service.
And this demands that you set up the best customer service infrastructure so that customers are not left hanging. While it might seem like a lot of work to set up your platform for agent-customer interaction, the good news is, you can get pre-built solutions.
You read that right. You can leverage plug-and-play contact center solutions on your platform and easily start addressing your customer grievances.
This article will cover all about call center softwares, their benefits and the list of the best call center/ contact center solutions
Table of Contents
What is Call Center Software?
A call center software is a tool that helps you manage your company’s incoming and outgoing phone activities. It allows you to handle the inbound and outbound phone operations of your business.
Types Of Call Center Platforms
- On-premises call center software
On-premises call center software is nothing but a platform that is physically located on your company’s own premises. This setup gives you full control of your platform’s infrastructure, and lets you customize it just the way you want.
Most companies that use this software feel that their data is secure. And the reason is, it is stored locally rather than on a server setup elsewhere or in the cloud.
- Hosted call center software
The vendor-managed hosted call center software works on remote servers. You can use it with an internet connection for a monthly or annual fee.
As hosted call centers usually eliminate the requirement for upfront investments and an in-house specialized IT team, it is highly advantageous for startups and small businesses. This solution is even more cost-effective because some providers also provide a pay-as-you-go option.
However, it is important to be aware of a few potential drawbacks
One issue is the potential for disruptions that might happen because of vendor-managed centralized servers. If these servers fail or go offline, your call center’s operations might be severely affected.
Furthermore, because you rely on the vendor’s infrastructure and software configurations, this solution might not be as flexible as self-hosted solutions and may not be easy for customization.
- Virtual call center
Virtual call centers are similar to traditional telephones. In this call center solution, agents will be across various locations and not in a common office or workplace.
These call centers make use of advanced technology to easily connect agents with customers and effectively manage both incoming and outgoing calls. These remote call centers are so flexible and budget-friendly, be it any size of business.
However, it might be challenging to effectively manage remote teams and ensure consistent service quality in a business setting.
- Inbound call center software
The primary goal of inbound call centers is to effectively manage customer calls for assistance, support, or feedback.
Businesses can profit immensely from the many benefits that inbound call centers offer. These centers are excellent at giving each customer personalized attention so that their specific needs are easily met. This way, you can easily ensure problem solving and higher customer satisfaction.
Additionally, they are a great source of feedback, providing very useful comments that help the business keep improving.
Moreover, these call centers play an important role in building and preserving solid client relationships, which, on the other hand, promote brand loyalty.
- Outbound call centers
Outbound call centers specialize in making proactive phone calls to clients or potential clients in your industry. They participate in a wide range of activities, including lead generation, customer support, and thorough research of the market.
Their main goal is to get in touch with people or companies in order to improve customer outreach, promote goods and services, and identify possible customers for better outcomes.
Businesses hoping to expand their client base and multiply their revenue need to invest in call centers. In general, outbound call centers are essential for marketing your products. You can also achieve direct client interaction, and seize opportunities to increase business growth.
Best Call Center Software + Future Contact Center Solutions [2024]
There are hundreds of Call center softwares on the market. But only a few top the list because of their features and solutions.
We’ve curated a list of the solutions that excel in most of the criteria.
| Top 5 Call Center Softwares | |
|---|---|
Provider | Best For |
| MirrorFly | Ideal for businesses that need highly customizable solutions to adapt to unique workflows and operational requirements. |
| Zendesk Support | For companies that require multiple communication channels to handle and manage a wider user-base efficiently. |
| Zoho Desk | For companies that need easy expansion of features as the business grows. |
| Nextiva | Suitable for businesses that prioritize user-friendliness and security features. |
| Talkdesk | For businesses that are looking to automate repetitive tasks and improve operational efficiency through AI-powered features. |
Now, let us take a detailed look at each provider.
1. MirrorFly
MirrorFly is a leading in-app communication solution provider that stands out from others in the market by offering the best contact center solutions for perfect agent-customer interaction.
With its boasting 500+ video, voice and chat features, MirrorFly provides every business with the most reliable and secure contact center solution. The highlight of this provider is that you can customize the solution as much as you need and also host your platform on your company’s own servers.
Besides, you will also be able to witness the highest speed of conversation delivery between client apps, so that at the front end, customers will not face any delay in agent replies. But these are not the only reasons why MirrorFly tops the list.
Popular Features Of MirrorFly
- Topic-based Chat
- Buyer and seller chat
- End-to-end encryption
- Activity Feeds
- Chatbot
- Chat Export
- Chat History
- ChatGPT-powered support
- HD Video calls
- HQ Voice calls
- vKYC verification
- Schedule calendar
- Synchronize calendar
How Much Does MirrorFly Cost?
MirrorFly is available in 2 different pricing models:
- Monthly subscription : This pay-as-you-go model lets you spend only on the features you use.
- One-time License Cost: You can get the complete solution by paying only once.
If you already have an idea about starting custom contact center software, schedule a free demo, and we’ll help you implement it!
2. Zendesk
Zendesk support, a key product from Zendesk is a popular and user-friendly call center software that is suitable for any type of business. Many companies choose this cloud solution because they find Zendesk support very flexible and easily scalable.
Popular Features Of Zendesk
- Ticketing System
- Chat, Messaging and Phone Support
- Multi-Channel Support
- CRM
- Automation, Workflows and Macros
How Much Does Zendesk Cost?
Zendesk support is available in 3 different pricing plans:
- Support Team: $19
- Support Professional: $15
- Support Enterprise: $115
3. Zoho Desk
Zoho Desk is an easy-to-use call center software that has a very user-friendly interface that even beginner agents can easily handle customer calls. This is a cloud-based desk solution that improves the way you do customer support with efficient features.
Popular Features Of Zoho Desk
- Self-Service
- Zia
- Ticket Management
- Agent Productivity
- Insights and Impact
What is the cost of Zoho Desk?
Zoho Desk is available for 3 different pricing plans:
- Standard: ₹800
- Professional: ₹1400
- Enterprise: ₹2400
4. Nextiva
Nextiva offers a user-friendly call center solution with features like ACD and IVR to streamline customer support operations. It prioritizes “Amazing Service®” and reliability for businesses. It is easily scalable and handles over 2 billion conversations and 6 billion talk time minutes.
Popular Features Of Nextiva
- Call Notify
- Analytics
- Auto attendant
- Sound Recording and Reproduction
- Video conferencing
- Voicemail
- Call forwarding
What is the cost of Nextiva Contact Center Solution?
Nextiva offers 4 different packages:
- Core
- Premium
- Optimum
- Ultimate
You may need to contact Nextiva’s team to get more details about the pricing.
5. Talkdesk
Talkdesk is an AI-driven customer interaction solution that comes with call center software for effective call handling and analytics. Most businesses prefer Talkdesk for its ease of use and effective features that exhibit the best quality of customer service.
Popular Features Of Talkdesk
- Recording
- Analytics
- Voicemail
- Resource
- Business performance management
- Call routing
- Quality management
- Workforce management
What is the cost of Talkdesk?
Talkdesk offers 4 different pricing plans:
- CX Cloud Digital Essentials: $85
- CX Cloud Essentials: $85
- CX Cloud Elevate: $115
- CX Cloud Elite: $145
6. TeleCMI:
TeleCMI is the pioneer leader in offering modernized Cloud contact center software with advanced features and excellent uptime for business communication. This AI-powered platform is known for its user-friendly dashboard, fantastic service quality, detailed reporting, and high-end security at affordable pricing. It is device-compatible, and businesses can seamlessly handle customer calls through web browsers or mobile apps.
Popular Features of TeleCMI:
High-end call management and analytics, hassle-free integrations, instant messaging, multi-level IVR, auto attendant, voicemail, and much more.
How much does TeleCMI cost?
TeleCMI provides the following set of pricing plans:
Basic: Rs. 1007/ per user & per month
Premium: Rs. 1259/ per user & per month
Enterprises: Rs. 1343 / per user & per month
Recommended Reading
Top 6 Key Factors to Choose the Best Call Center Software
It is not easy selecting a Call center software among hundreds of options. But you can do this easily by knowing what exactly you need to expect from the providers. And here are some of the things you need to carefully check when choosing the call center software.
Research and gather information
When searching for call center software providers, it is important to prioritize their track record, reputation, and client testimonials. Take the time to prepare a list of potential providers that have solid experience in the industry, positive feedback, and a good reputation record.
Service Quality
You need to make sure that the service you choose meets the quality standards, takes only a short time to transfer the chat data, and complies with Service Level Agreements (SLAs).
Budget-friendliness
When it comes to hiring a provider, one of the most important checks that you must make is whether they fit your budget. There are different tiers of call center software providers on the market, but you need to analyze which one is perfect for the budget that you have in mind.
Scalability
What would you do if you received a hefty number of calls at the same time? Will your system be able to handle it if not properly equipped? You know, this is why you need to check if your provider can scale the software up or down as per your needs.
Multi-channel Support
There are a few businesses that do not offer support via in-app messaging, or social media. That is a serious problem. Customers may not always be comfortable taking help over the call or waiting long for an email reply from your agents.
This itself is a reason why you’ll need contact center software that supports multiple support channels so your users will feel comfortable connecting with your business for support.
Third-party Integration
The capability of any software increases when you extend your platform to third-party integrations. You need to check whether the call center software you choose offers integration capabilities to avoid limiting your platform to certain features alone.
Security & Compliance
Data security is one of the elements that improves the trustworthiness of your platform. If a customer feels they are not safe when using a product/ service, they might not use it at all.
Since your business will have details about customers and will handle their conversations, it is very important that you safeguard every piece of data. You can achieve this by selecting call center software that comes with built-in encryption features.
User Experience
What if your agents find the call center software a bit complex to handle. This may lead to inefficient support, affecting the customer experience. So, make sure that your choice is reliable and friendly to use.
Conclusion
This article discussed all about call center software, its benefits, and the best list of providers. We believe this gives you all the information you need to take your next steps in setting up customer support for your business.
If you need any further support with the call center solution, you can talk to our experts to get complete assistance with call center software.
Thanks for the wonderful article. well-curated, about the call center service providers along with their features and pricing. but I could like to have your demo it matches my budget.
Thanks Hari, for your thoughts on call center solution Check our request demo option from our website we are happy to assist you regarding Call center software solution for your customer support services