Does your small business need a call center? If you have a customer service department or an active sales team, it probably does.
While many businesses choose to outsource their call centers, a good alternative for small businesses that prefer to keep their phone calls in-house is to use call center software. Call center software streamlines the process by making it easier for you and your employees to answer phone calls, as well as for customers and clients to get through to the right person. By using call center software, you can save time, improve customer and client satisfaction, and increase productivity in the office.
3CLogic is a cloud-based contact center solution that offers outbound, inbound and blended (both outbound and inbound) options, depending on your business’s needs. It features CRM (customer relationship management) pop-up and integration, instant messaging, context-based call scripting, and more. 3clogic.com
8×8 is a hosted VoIP (voice over Internet protocol) call center software that features call recording, Web callback, desktop sharing/collaboration, CRM integration and more. It also offers a pay-as-you-grow pricing model that allows your call center to grow with your business. 8×8.com
EVS7 offers a cloud call center solution with predictive dialing, inbound call routing and blended campaigns. A leaderboard for agent competition brings gamification to help motivate agents. Other features include call monitoring, recording, and email. evs7.com
Five9, like 3CLogic, is a cloud-based software that offers outbound, inbound and blended solutions. Features include agent scripting, priority call routing, automatic call distribution (ACD), interactive voice response (IVR) with speech recognition, and more. five9.com
inContact is another cloud-based contact-center technology that is easy to integrate and customize, and allows you to scale capacity quickly and cost-effectively. It can also support agents from any location and features multichannel ACD software, a mobile app for managers, customer satisfaction surveys and more. incontact.com
Nextiva, which also offers business phone solutions, offers a VoIP call center software with two different plans at different price points: Call Center Pro, and Call Center Enterprise. Some of the features include conditional call-routing options, CRM integration, ACD and the ability to forward your voicemail messages to email. nextiva.com
RingCentral is a cloud-based call management system that offers several plans based on your needs and budget, including Standard, Premium and Enterprise plans. RingCentral plans feature business SMS texting options, an auto receptionist, call recording and more. ringcentral.com
SafeSoft, another cloud-based call center software solution, offers inbound, outbound and blended call center plans. It features a built-in CRM, call recording and monitoring, a real-time dashboard, IVR and more, depending on which plan you choose. safesoftsolutions.com
Velocify’s Dial-IQ is a cloud-based call center solution that offers inbound call handling and outbound dialing features made especially for sales teams. It gives you call insights and reports as well as click-to-call, automated scheduling, toll-free and local number provisioning and more. velocify.com
Vocalcom is a virtual contact center software with a multichannel desktop that includes social and mobile integration as well as chat and email. It offers outbound, inbound and blended solutions; real-time collaboration; IVR; CRM integration; and customer satisfaction surveys, among other features. vocalcom.com
Zendesk, a cloud-based communication center solution, offers four different plans: Starter, Regular, Plus and Enterprise. Zendesk allows you to not only make and manage calls, but also manage Twitter and Facebook posts from customers and clients, and convert them into support tickets. It also features CRM integration and customer satisfaction ratings. zendesk.com