The call center is one of the biggest entities that offer customer service. Every day, call center companies receive a large number of calls informing them of various concerns and requests for services and products. Luckily, cloud telephony and IVR software are available, a tool made solely to assist call center agents to attend to customers effectively and efficiently.
22+ Cloud Telephony & IVRS Software
15. Ozonetel CloudAgent
What is Cloud Telephony and IVR Software?
Attending to multiple customers is never easy. Most customers are usually short-tempered and demanding, leading call center agents to be more confused. To help call center agents attend to their customers smoothly and wisely, experts developed cloud telephony and IVR (interactive voice response) software. It is a technological tool providing multiple features and functionalities to aid call center daily operations. It has automation features and convenient functions, allowing the agent and customer to improve communication and mood. This tool reduces manual processes and ensures quick transactions resulting in customer satisfaction. Cloud telephony and IVR software guarantee fast and advanced transactions.
As we all know, traditional approaches are incapable of dealing with multiple dissatisfied clients. Furthermore, manual processes consume time and effort, leading to slow processes and productivity. You can reduce manual procedures by using cloud telephony and IVR software. Since this software automates the customer’s details, you won’t have to ask as many questions, easing the burden on your shoulders.
There is various call center management software available on the market. Features and functionalities are a top priority when choosing the best solution for your complexities. Features and functionalities are crucial factors that make the software stand out because these components are the ones capable of boosting your customer service quality and operational productivity. It is advisable to research the software’s performance first to choose the best software for your company. You can read user reviews about the software’s pros and cons or check their free trials and versions. The following are features you should consider:
- Call Duration
- Call Logging
- Call Management
- Call Monitoring
- Call Recording
- Caller ID
- Outbound Call Center
- Outbound Reporting
- Performance Management
- Performance Metrics
Top 10 Cloud Telephony and IVR Software
Freshcaller from Freshworks includes collaboration tools, computer telephony integration, customer relationship management (CRM), knowledge base management, and more innovative features. Freshworks has annual revenue of $338.5 million and 4149 employees.
Knowlarity includes call monitoring, auto call recording, IVR support, progressive dialer, outbound call center, and more helpful features. Knowlarity has annual revenue of $245.1 million and 754 employees.
MyOperator includes auto-dialer, call center management, call monitoring, contact management, telemarketing management, and more advanced features. MyOperator has annual revenue of $79 million and 243 employees.
Exotel includes agent interface, call recording, campaign management, callback scheduling, workforce management, and more contributive features. Exotel Techcom has annual revenue of $58.2 million and 179 employees.
YOCC from Big V includes analytical reports, smart call tracking, contact management, call routing, and more innovative features. Big V has annual revenue of $29.3 million and 90 employees.
MOBtexting includes 2-way messaging, mass texting, mobile coupons, polls/voting, reporting/analytics, shortcodes, and more valuable features. MOBtexting has annual revenue of $16.3 million and 50 employees.
Tenfold includes appointment management, channel management, call duration, workflow management, lead qualification, and more contributive features. Tenfold has annual revenue of $15.4 million and 105 employees.
CallHippo includes voice customization, quality management, predictive dialer, customer relationship management (CRM), and more logical features. CallHippo has annual revenue of $6.2 million and 19 employees.
Servetel includes IVR/voice recognition, queue management, reporting/analytics, SMS marketing, and more valuable features. Servetel Communications has annual revenue of $6 million and 29 employees.
Mcube is a cloud-based state-of-the-art call center solution that improves sales efficiency and customer experience. MCube includes lead management, conferencing, voicemails, internal call transfer, API integration, and more advanced features.
Why are call center firms important?
The call center entity is one of the most critical roles in the professional industry. It is a firm focusing on the customer service area, one of the market’s highest demand. Every day, multiple customers request further service for a particular product they bought or reports issues when it has defects. Customer service is an area in which most organizations are striving to improve.
What is IVR software?
IVR software or interactive voice response software is a technological tool with automated voice response containing recorded voice messages to handle multiple callers. It is a system asking callers about their issues and providing options using keypad numbers, allowing customers to choose appropriate departments regarding their problems. IVR software serves a critical role in BPO companies.
Why do you need call center management?
The same as all businesses, the call center is a battlefield. BPO companies usually receive hundreds of customers with various intentions and purposes. Since it is a complex business, of course, it necessitates high-quality management. Good management enables smooth daily operations and understanding weak points, generating effective solutions to improve quality and productivity.
Call center operations are always hectic. Given the number of customers requesting attention and service, manual methods are not enough to assure flawless service. Plus, business competition is amplifying, which is why providing high-quality customer service is crucial. Using cloud telephony and IVR software helps you reach your objectives. You can provide convenient and simpler work to your agents and ensure good customer service.
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