As we all know, customers demand good quality and fast service. Due to that, call routing software plays a critical role in the customer service or hospitality industry. This tool supports you to deliver assistance to the customers with conventional and quick methods. You can continue reading below to see our recommendations and learn more about this software.
10+ Best Call Routing Software
3. Syteg SSP
9. Badger Maps
What is Call Routing Software?
Call routing software is a technological tool used by BPO companies and service provider firms to route calls to customer representatives and solve specific issues. Nowadays, most firms use an automated machine, a virtual assistant that attends to the customer and helps determine the problem. Call routing software receives the data from the automated machine and connects the call to the appropriate team. For this reason, call routing software is an innovative tool for improving customer experience.
Call routing software gives multiple benefits and advantages to your call center operations. BPO companies always receive hundreds of calls, leading them to have hectic schedules. Call routing software is a solution enabling increased first-call resolution rates, quicker caller assistance, multiple call routing strategies, enhanced customer experience, and customer service.
Software is innovative. Although that is a fact, you cannot deny that not all applications deliver what you demand and expect. For this reason, it is essential to research the software’s capabilities to choose the best software for your company. Luckily, you can read from software reviews regarding the software’s pros and cons. That way, you can gather information about its performance. You can also try free trials and versions to test them firsthand. With this method, you can avoid investing in the wrong tool. Below are features you might need:
- Access Controls/Permissions
- Call Recording
- Call Routing
- Contact Management
- IVR / Voice Recognition
- Client Portal
Top 10 Call Routing Software
Aircall includes call center management, queue management, live chat, automated routing, call scheduling, real-time analytics, and more innovative features. Aircall has an annual revenue of $120.7 million and 679 employees.
DYL includes campaign management, drip campaigns, interaction tracking, lead distribution, pipeline management, and more advanced features. DYL has annual revenue of $9.6 million and 66 employees.
3. Badger Maps
Badger Maps includes lead management, goal management, route optimization, sales activity management, training management, and more logical features. Badger Maps has annual revenue of $9.4 million and 65 employees.
Bitrix24 includes account management, approval workflow, assignment management, agenda management, appointment management, and more helpful features. Bitrix has annual revenue of $8.1 million and 62 employees.
Aggregatur includes contact management, lead segmentation, prospecting tools, lead management, email marketing, and more innovative features. Aggregatur has an annual revenue of more than $5 million and more than 25 employees.
SparkTG includes CRM integration, a mobile app, bulk outbound dialers, a blended call center, call recording, call monitoring, and more logical features. SparkTG has annual revenue of $5 million and more than 25 employees.
Convirza includes event-triggered actions, keyword tracking, campaign management, call recording, call monitoring, and more contributive features. Convirza has annual revenue of $3.8 million and 36 employees.
Boberdoo includes pipeline management, lead nurturing, pipeline management, data extraction, campaign management, and more valuable features. Boberdoo has annual revenue of $3 million and 21 employees.
9. Syteg SSP
Syteg SSP is a call center software that is simple to install and has no hidden costs. It includes a blended call center, call recording, campaign management, an inbound call center, and more.
Dialics is software for call tracking and analytics. It is a useful online marketing tool that supplies users with real-time analytics data. It includes IVR/voice recognition, call recording, call tracking metrics, and more.
What is call center management?
Call center management is the activity of organizing and evaluating call center operations and employee performance to ensure that the company is performing with quality. This activity allows managers to track weak points and generate effective plans to strengthen them. As a result, quality management, top-performing employees, and flawless procedures are guaranteed.
Why is BPO important?
BPO or call center organization focuses on delivering good customer service to the market. Several companies can face multiple customer inquiries and complaints, which requires attention and solutions to obtain positive feedback. Call center aid providers assist customers and marketing products and services. BPO encourages good customer service and customer satisfaction.
How does good customer service affect a business?
Customer service is one of the most critical elements in the business industry. This aspect helps the company boost brand awareness and sales by providing good customer service to the market. Good customer service makes people feel valued and important, leading them to stay with your brand and even introduce or recommend your brand to potential customers.
Several customers request the assistance of the managers. In other cases, several companies use automated machines to attend to customers quickly and route them to the appropriate representative to solve their issues. These situations need call routing software to assist BPO firms in sending customer issue details to the next representative conveniently and quickly. This tool guarantees conventional methods.
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