Whether your needs are for inbound, outbound, or blended calling center solution, we've put together this call center software solutions comparison guide to assist you in understanding your options. Our team of experts have researched 87 call center software services, and filtered out industry leading providers based on their network reliability, customer support, products offered, user reviews, and price points. Take a look at our top picks and find the software that works best for you!
1. Service Reliability & Uptime –
No other metric is as important as reliability. If your call center is down for even a minute, you’re losing lots of money every minute. Your Contact Center Service Provider of choice should have at least 99.99% reliability. Unlike on-premise solutions, Contact Center Solutions are geographically redundant to improve dependability.
2. Ease of Use, Admin Portal Access, Dashboard Simplicity –
The best features in the world are useless if the agent ends up writing everything down on a piece of scrap paper. Make sure the complex features of your potential Contact Center Software are still easy enough to learn and use.
3. Provides a 360 Degree View of Your Customer –
Your Contact Center Solutions need to pull information about a customer from several sources and put that information in front of the agent, so the agent can better serve the customer. Knowing the customer’s past actions and present concerns will help predict their future needs.
4. Customer Self Service Features and Automated Tasks –
Let your agent do the important stuff, but the boring tasks can be done for you. A good Call Center Solution will make the most of your agent’s time.
5. Security Measures –
In today’s age of identity theft and leaked emails, you need the proper amount of encryption to keep your data safe. In addition, all financial and medical communications/data are tightly regulated. Be sure that your customers will feel safe giving private information to your agents.
You might be tempted by the latest features, or seduced by the lowest prices. The best deal is always the best deal for you. You can waste money on features you don’t pay for, or miss opportunities if you don’t have the features you actually do need. You have to find that sweet spot where you get the features you can use at a low price. The best price plans let you scale up and down according to your needs.
Don’t be afraid of long term contracts. The advantage of long term contracts is that they help protect you from rising costs. You can also expect to get incentives to be locked in. That said, month-to-month contracts mean that a call center software provider has to earn your business every day, and they work hard to do just that. Either way, the cost is far cheaper than having to buy and maintain your own equipment. You can be up and running on day one with a hosted Contact Center Solution.