Contact Center software is used in Call Center environments where customer calls in for products or support. The software should have the ability to do complete call management. It should receive calls, drive the user through a menu and route the calls. The customer support should be able to make calls. All this should be tracked for quality purposes. We should be able to get the right reports regarding productivity. We evaluate the best contact center software available below.
It is a cloud-based Call Center Software. The service has advanced call routing functionality based on skills and availability. It integrates with the available IVR and Telephone system. It has automated workflow which does a lot of tasks by itself before handling to customer service by saving time. It has good reports and monitoring capabilities.
3CLogic is a contact center software which can be used for various functions. The sales and marketing module has wonderful dialer features like predictive, preview and progressive dialer. It has an integrated voice recording system and ACD for the customer service division. The software supports inward, outward and blended calls for BPO.
A cloud-based contact center software which is fast, easy, affordable, secure and reliable. It has the standard features of predictive dialers for sales, IVR and ACD for customer support. It integrates with CRM Software like Salesforce and service software like ServiceNow. The software manages the email, web, chat and social media platform.
EVS7 is a cloud-based electronic voice system. You can access the system from anywhere in the world using your desktop and connectivity to the Internet. You can scale as you grow your business as it is pay as you go service. You do not have any contracts and hence can discontinue anytime.
Contact Center Software for Other Platforms
We reviewed till now was mostly cloud based software. We need to run the software within our own premise then we need the software to be available on standard platforms like Windows and Linux. We will review the software which runs on other platforms.
Avatar for Android
Avatar is an Android based application which has a predictive dialer. It can do the cheapest VOIP calls. It has a beautiful dashboard to display the agents and their status. The dialer allows you to record your calls with the best quality. You can use this for teaching your agents.
IVM Answering Attendant for Windows
This software is used to connect a single telephone line to your computer. It will answer the incoming call and route it as per the destination configured. It can play recordings for you. You can setup a unlimited number of voicemail box. People can listen to their messages with ease.
Most Popular Software – FreshDesk
Freshdesk is a customer service application. It has multi-channel service management which means customers can send mail, chat or call to let them know their problem. The tool tracks the average time it takes to resolve the problems reported. It has a complete set of reports to find the productivity of the agent.
How To Install Contact Center Software?
Contact Center Software is a very complex piece of software. If we go for a cloud-based solution then the installation is pretty simple. We need to integrate the telephone system with the cloud software. The IVR has to be configured properly. The agents will be able to connect via a browser or through an agent software. The agent gets downloaded from the website and installed on your computer. Once installed it connects to the contact center and ready for working.
We have reviewed the contact center software available. We suggest you to go for cloud-based contact center as it is easily manageable with a browser or client software. It allows you to take care of all your customers comfortably.
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