Call Center Software


Call centers are the backbone of any organization looking to deliver exceptional customer service and support. Conventionally, businesses use voice calls and emails as a medium to connect with their customers. But, the market and customer expectations are changing, and the companies must cope.

With the digital shift, call centers today are moving away from the traditional legacy-based system using PBX and call center hardware to call center software to eliminate latency and bring automation to customer engagement.

Shortlisting the Best Call Center Software

The pre-purchase vetting process has been simplified with the advent of the internet. Now, people just “go on the net.” Having said that, it is essential to keep certain things in mind while deciding on the most suitable call center solution for your business

1. Your Budget

Call center software can be a complex purchase. First, you must understand how much money you are ready to shell out for the solution. A bootstrap start-up might look for a subscription-based contact center solution, whereas a big enterprise with deep pockets can search for more elaborate software that meets its needs.

2. Type of Software

Once you have identified the need to get call center software, you must decide what deployment model you want to go for. The most common deployment models are:
  • On-premise Call Center: When all the hardware - PBX, server, and other such equipment is set up at the location of the organization
  • Cloud Call Center: A service provider's cloud-based call center software is hosted on the cloud. The users can access the same by buying a specific cloud instance for themselves (private cloud) or using shared space (public cloud).
Many factors come into play when deciding on the most suitable setup, such as cost, in-house skilled workforce, and business scale. If you are just starting your business or are still in the early stage, opting for a cloud contact center allows you to pay as you use it. That is, you can increase or decrease your licenses according to traffic. An on-premise call center setup is most beneficial for larger enterprises with tremendous investment potential and known call traffic.

3. Feature List

Buying call software is only as valid as the list of must-have call center software features. You need to know what features you need to have as a business to meet your goals and improve your customer experience. Here is a list of some of the features that a good call center software should have:

Dialer and IVR

To manage both your inbound and outbound calls. Auto-dialing the leads save your agents’ time while increasing the connect rates. Similarly, an IVR enables self-service while improving the overall customer experience.

Call Control Options

As a call center agent, you must have multiple options to treat a call - inbound/outbound. Software that allows customer care executives to perform various functions on a live call such as transfer, conference, hold, mute, dispose of, etc. is the one most useful.

Routing Algorithms

Connect customers to the most suitable agents based on predefined routing logic. These algorithms can be set based on factors like the agent’s skills, the customer’s recent purchase behavior, the region from which the call comes in, etc.

Typically, a call routing system is known as an Automatic Call Distribution. It diffuses the high volume of calls into specific queues based on customer requirements. Then the customer meets with the best available agent.

Unified Agent Interface

To give the agents a 360-degree view of the customer and enable them to have a qualified conversation. Knowing the context increases the chances of conversion and improves customer satisfaction.

Reporting and Monitoring

Empower your supervisors with micro and macro-level data visibility to monitor call center operations. The supervisor can also track live-call quality with features like snoop, barge, whisper, etc. As a manager, you must have reports and dashboards for easy data consumption and to make well-informed decisions. 

4. Vendor Support

Setting up a call center is an important decision, and understanding the right technology partner can make your life much more comfortable. Choose a call center vendor that understands your business and has the resources to provide the necessary support when needed. Doing thorough research here will help you make things a lot easier.

5. Flexibility and Scalability

While selecting the best call center for your business, make sure it is flexible, aka perfectly caters to your business goals, and scalable. This is particularly important for small and mid-size organizations. For example, you might start with a cloud call center, and once your business grows, you want to migrate to an on-premise setup. Thus, you need call center software that allows smooth migration with minimum downtime and maximum ease.

Setting up a call center might be challenging, but choosing the right software does not have to be. Take care of the above points; more than half of your job is done.