2020 shook up the world in more ways than one. The way of working underwent a transformation and echoes still linger such as remote collaborative work accentuating customer service. Normal channels of communication proved insufficient and the call center software received more than a few passing glances. Today, it could be your defacto communication platform, especially omnichannel contact center software. If you are thinking of which contact center software you should put down your money for, here is a brief rundown of the top 10 call center software for 2021, not necessarily in order of which is the best. That is for you to decide based on features aligning with your work practice.
There are big names in call center software and there are not so well known ones such as Hodusoft whose contact center software ranks just as high or maybe better. Hodusoft’s call center software has artificial intelligence woven in and offers great customization of any features such as predictive, progressive, and preview dialers with AI algorithms, inbound-outbound customization, and automation, SMS/Voice broadcast inclusion for automated campaigns, skill-based mapping, and automatic distribution and intelligent analytics. You could even get multi-tenant contact center software if you have several branches thereby unifying control yet allowing independence. If you want the best bang for the buck, take a serious look at this software. It is well worth the money.
2. Avaya Contact Center Software
Avaya call center software is perfect for small and medium operations, available as on-premises or cloud models with basic and advanced plans. It is one of the few to boast of artificial intelligence integration and identifying mobile callers. Then there are nifty utilities such as screen capture and coaching abilities. You have the usual complement of ACD, skill-based mapping, and a variety of dialers. It is a tried and proven product.
3. Genesys PureConnect Cloud Contact Center Solution
With Genesys, it is more about customer experiences as the entire solution is geared to deliver an exemplary experience. The package includes inbound and outbound calls, call routing, IVR, email, social media, text and chat integration as well as screen share and workforce optimization plus analytics. Like Avaya, Genesys to integrates AI for better customer engagement and fine-tuned optimization. Agents too love using Genesys since it is so well executed and easy to use.
4. Ameyo Call Center Software
Ameyo offers three variants of its call center software. One is meant for enterprises, the second for remote call center solutions, and the third is cloud-based contact center software. Ameyo finds honorable mention in Gartner Magic Quadrant and has received the Deloitte Technology Fast 500 Asia Pacific award as well as Frost & Sullivan Asia Pacific CCI leadership awards. You get IVR integration, CRM integration including Zendesk and Salesforce as well as sharp analytics with flexibility on choice of modules.
5. Call Hippo Call Center Software
Call Hippo offers cloud-based call center software with a host of easy-to-use features you can further tweak to suit your usage. You can add a virtual phone number. The software includes a power dialer, smart switch and global connect so that calls go out at the right time depending on the region you are calling. Then you have call forwarding, call transfer, and conferencing feature included in the software. It is easy to set up, use and it is also affordable.
6. CloudTalk Contact Center Software
CloudTalk offers three plans and a custom enterprise plan for their full-fledged cloud-based call center solution. You have access to the dashboard, desktop, and mobile app and it syncs data through CRM integration, shopping carts, and helpdesks. The feature set covers SMS, power dialers, click to call, IVR, agent scripting, conferencing, toll-free numbers, and local phone number from 70 countries.
7. 3CX Contact Center Solution
One of the top names in communications, 3CX also offers a contact center solution that integrates real-time chat, Facebook and text messaging. It is easy to switch a voice call to a video call. An important feature is that it includes CRM & ERP integration, integrating well into Microsoft 365. Yet another is the click-to-call feature using which you can launch a call directly from the CRM and view customer details in the call pop-up. One reason to choose 3CX is that it offers advanced queue strategies such as Round Robin and Hunt 6 3s. You can train staff during a live call using Listen in and Whisper and also view the status of colleagues in remote locations.
8. Talkdesk call center software
You get a cloud-based call center solution that includes an outbound dialer, intelligent routing, reporting, analytics, and common features in a functional and easy-to-setup and use package. Talkdesk offers enterprise and professional plans depending on the features you need. It integrates with over 50 CRMs, offers toll-free numbers, and provides agent scripting.
9. 8*8 Virtual Call Center
This is perfect for small-sized units and for startups because you get a standard features plan for free while the pro plan costs $ 50 per month. You get skill-based routing, IVR, queued call back, web call back, chat, email, and social media bundled in. The reporting section covers historical and time reports, customer experience, and speech analytics. It has a native CRM but you can integrate it into any third-party solution.
10. Ring Central Contact Center Software
If you are looking for solid, robust, feature-laden call center software then this could be it. It includes the standard set of features such as intelligent call routing, skill mapping, CRM integration, call recording, and analytics. You also get IVR and omnichannel support for email, chat, SMS, and social media. There are options on progressive, predictive, and preview dialers and campaign management. You have options on basic, advanced, and ultimate pricing plans backed by excellent support. One strong feature is that you have the facility of workforce optimization through speech and text analytics as well as coaching and learning tools.
There you have it: some of the best contact center software for 2021. Evaluate and choose one that suits your way of working.