10+ Best Contact Center Management Software for Windows, Mac, Android 2022

Q: What is CRM software in contact center management?

CRM ( Customer Relationship Management ) plays an essential part in managing contact centers. With this tool, you can ensure that crucial account information and data stays accessible when providing answers and solutions to customers to make the experience as personalized as possible. Also, this software routes customer information into an electronic database and works to centralize information across varying messaging channels.

Deliver quality results whether you are answering customer inquiries or providing customer support by ensuring your clients can seamlessly connect to you on the channels they prefer. Incorporate agile methods in your workflows and provide a memorable customer experience with contact center management software that will let you streamline an extensive list of activities.

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What Is Contact Center Management Software?

Contact center management software equips companies with the necessary digital tools for managing high volume inbound and outbound calls. It ensures that calls get routed to agents who have the capability and knowledge to provide support and services to meet client needs. Also, it allows users to use varying communication channels such as text messaging and video conferencing to increase the accessibility and visibility of the brand.

This software has ticketing functionalities to document issues reported and has data analytics capabilities for measuring the performance of communications management operations.

Benefits

This software solution allows you to replace traditional methods with more efficient digital ways by offering workflow automation functionalities. Also, with this, you can identify the aspects that guarantee results and are high-value, so you can focus your resources on these areas and develop targeted strategies. It reduces costs and allows access to data in real-time.

Features

Choosing your software plays a significant part in the success of your contact center processes. That said, selecting your software based on intuition or solely based on their interface designs is something you should not do. To increase the chances and be confident when choosing, study if their pricing plans fit your budget and the capabilities for configuration that they offer. Also, analyze the gaps in your processes and the contact center deployment that best helps you achieve your goals. The following are features that should hold weight in your selection:

Call compliance tools
Workforce management features
IVR software functionalities
Call scripting capabilities
Omnichannel routing system
Data analysis and reporting tools
Customizable dashboard
Artificial intelligence capabilities
Screen recording tools
File sharing features
Live chat tools
Third-party applications integration

Top 10 Contact Center Management Software

1. HubSpot

HubSpot is a CRM software that provides interaction tracking and marketing automation features. They have 7,177 employees in their team and have a generated revenue of 1.4 billion dollars.

2. Zoho CRM

Functionalities for sales forecasting and campaign management are accessible in this sales force automation software. They have generated a revenue of 1 billion dollars and have employed 7,023 people.

3. Zendesk

Customer complaint tracking and call recording tools are features you can use in this call center software. They have generated a revenue of 1 billion dollars and have employed 5,860 people.

4. Five9

With this VoIP software, you can use predictive dialer and call logging functionalities. They have 2,138 employees working for them and have 563 million dollars in generated revenue.

5. CloudTalk

This call center software has outbound call center and call tracking capabilities. They have 163 employees in their team and have 25.1 million dollars in revenue.

6. Smith.ai Virtual Receptionists

Smith.ai Virtual Receptionists is a conversational marketing platform with SMS messaging and natural language processing capabilities. They have employed 116 people and have 16.2 million dollars.

7. PhoneBurner

With this telemarketing software, you can streamline processes for overseeing content management and email marketing. They have 43 people working for them and have 14 million dollars in revenue.

8. VICIdial

With VICIdial, you can streamline the complexities involved in lead distribution and compliance management. They have 6 million dollars in revenue and have 29 people on their team.

9. Rake

This sales engagement platform offers digital tools for time tracking and communications management to users. They have 2.7 million dollars in generated revenue and have 12 employees.

10. CompanyHub CRM

CompanyHub CRM is a digital solution with commission management and contact management features. They have 12 people working for them and have a revenue of 1.7 million dollars.

FAQs

What is CRM software in contact center management?

CRM (Customer Relationship Management) plays an essential part in managing contact centers. With this tool, you can ensure that crucial account information and data stays accessible when providing answers and solutions to customers to make the experience as personalized as possible. Also, this software routes customer information into an electronic database and works to centralize information across varying messaging channels.

How is a contact center different from call centers?

Although both involve providing customer services and delivering outreach programs, they have differences that make it easier to set them apart. Call centers focus on telephone-based communication, while contact centers encompass multiple communication channels. Additionally, contact centers provide clients with digital resources, improving customer self-service processes. It lets clients find solutions to resolve problems by themselves before contacting agents.

What are tips to improve customer support services?

One of the best practices to improve customer support services is to use automatic call distribution tools to streamline customizing rules when configuring call flows. Also, leverage historical data and utilize artificial intelligence capabilities to undertake demand forecasting and predicting call volumes during events to anticipate and prepare ahead for these circumstances.

Make sure your contact center does not add to the existing problems of your clients and provide them with timely support and quick answers to keep your market engaged. As they say, to stay competitive in this industry, you need to start working smarter and not harder. Achieve more while doing less with the best contact center management software.

10+ Best Contact Center Management Software for Windows, Mac, Android 2022

Contact Center Management Software