Call center software, also referred to as customer relationship management (CRM), is a software solution that assists call center agents access the right information about a customer’s history to improve the overall customer service experience. The agents are able to access this information in real time to help customers during phone calls. Some other features that come with a call center CRM software may include agent training programs, knowledge base applications, social media monitoring, case tracking and customer history tools. Case management tools and knowledge base applications help phone agents deliver efficient resolutions to customers in a timely and manner. The top 3 Call Center Software packages are Five9, NICE inContact, and Talk desk. Continue reading to find out more about top 3 call center software packages.
Best Call Center Software Programs
- NICE inContact
Five9 Contact Center Software provides agents a more effective way to handle phone calls so they can provide better service. The Smart Dialer feature gives agents more time with live customers. The intelligent routing gets calls to the right agent quickly. The agent can view all information about the customer on screen. All information about the call is automatically logged in the CRM. You don’t have to purchase special hardware or a to run Five9. All you need is a computer, Internet, and headset. Five9 works in all calling environments, supporting inbound, outbound, and blended needs. Simple pricing with no long term contracts. Monthly or annual pricing is based on the number of seats.
- Smart Dialers
- Intelligent Routing
- No Special Hardware Needed
NICE inContact CXone
NICE inContact CXone transforms your customer’s experience by giving your company a competitive advantage with their all in one customer interaction solution. They make it easy to connect with customers in their channel of choice while providing a consistent experience throughout the customer journey. You can offer the channels your customers want with universal routing and unified contact handling, and quickly add the next new channel to stay ahead of the competition, allowing you to scale your product as you need to. NICE inContact CXone has the only no pause predictive dialer on the market.
- No Pause Predictive Dialer
- Omnichannel Routing
- Cost Effective Scalability
Talkdesk offers a modern cloud based contact center software that elevates your customer service experience by leveraging intelligent routing to route calls based on contextual customer data, IVR and CRM information. Talkdesk has an outbound dialer to help increase the agent’s productivity by using the Callbar, instead of dialing the phone. No special training is needed for the agents to use this system, so it’s quick to deploy. Talkdesk offers next generation voice to maximize the agent’s performance with the advanced network architecture. There is call recording to help optimize coaching needs. You can utilize reporting and analytics to measure performance and real time dashboards and customizable reports. The use of voice analytics can help pinpoint areas where agents need improvement.
- Outbound Dialer
- No Special Training Needed
- Call Recording
Call center software programs can greatly improve your phone agent’s productivity and customer service effectiveness, which will in turn help your business thrive. There is no question about all the benefits to a call center software, there is the question of which software to choose. Regardless of the final decision, be sure to choose the software package that provides you with everything you need at a price that works for you.