Along with the evolution of digital technology comes the shift in how call center organizations provide customer service and follow-up on leads. That said, ensure to stay competitive and gain an edge in this industry by getting your hands on robust telephony software to handle calls proficiently. Choose yours from the major players in this category presented in this article.
12+ Telephony Software
1. SparkTG VCC
4. Genesys Cloud CX
7. RingCentral MVP
10. NICE CXone
What Is Telephony Software?
Telephony software is a digital solution designed to help call centers and organizations manage the processes involved in receiving calls and communicating with other parties using their computers. It integrates needed VoIP technology functionalities, giving you better control over your tasks. This technology collects data analytics and presents information in real-time, giving you more insight into your customer service operations.
Also, it has digital tools for call recording, call scripting, call routing, and simplifying other complex tasks. In addition, this software also has a live chat platform, allowing both parties to exchange texts and files, streamlining your customer communications management practices.
Incorporating this software technology into your daily functions will help you optimize your processes and achieve your expected outcomes. Also, another one of its benefits is this modern solution allows your agents to work remotely and makes your service mobile. In addition, it provides you with a more cost-efficient and agile method to control and monitor your call center operations.
Considering the plenty of choices that should hold weight in your decision-making process in the software market, you should approach this situation knowing what to look for in your software and having enough knowledge regarding the trends in telephony solutions. Also, consider essential factors that will help you filter your options and determine which one among them is most compatible with your organization. Some elements you should look into include the size of your team, your telephony needs, preferred pricing plans, and their supported digital devices. In addition, take the following features into account:
- Call routing capabilities
- Call recording tools
- Video conferencing features
- IVR capabilities
- Configurable dashboard
- Queue management functionalities
- Call center management tools
- Call monitoring and tracking features
- Analytics platform
- Business instant messaging platform
- Automated call distribution capabilities
Top 10 Telephony Software
1. Genesys Cloud CX
With this IVR software, you can utilize blended call center and knowledge base functionalities. They have 5,935 people in their team and have 1.4 billion dollars in generated revenue.
You can streamline campaign management and voicemail transcription with this cloud communication platform. Its developer, LogMeIn, has a revenue of 1 billion dollars and has 4,000 employees.
3. RingCentral MVP
RingCentral provides its users with capabilities for virtual call center and video conferencing. They have 1 billion dollars in generated revenue and have 3,140 employees in their team.
When you use this VoIP software, you can access fax management and online voice transmission tools. They have a revenue of 290.6 million dollars and have 894 employees working for them.
5. NICE CXone
Ticketing functionalities and call scheduling tools are examples of features in this speech analytics software. They have generated a revenue of 272.6 million dollars and have 1,880 employees.
Talkdesk is a contact center platform with voice recognition and unified communications functionalities. They have 1,714 people working for them and have 162.5 million dollars in generated revenue.
With this telephony system, you can streamline processes for telemarketing management and lead capture. They have 392 employees and have a revenue of 82 million dollars.
This communications management tool offers functionalities for inbound call center and call list management. They have a generated revenue of 8 million dollars and have 55 employees in their team.
LiveAgent is a call recording software that has tools for multi-channel communication and remote support. They have employed 29 people and have a generated revenue of 5 million dollars.
10. SparkTG VCC
This call center software has contact management and computer telephony integration capabilities. They have 3.5 million dollars in generated revenue and have 17 people working for them.
What is the definition of telephony?
The term “telephony” refers to the technology that allows parties to speak with each other via the internet or meet virtually through the utilization of electronic transmission of voice. It integrates capabilities for voice and data communications in an integrated platform. With this development in communications technology, agents can interact and connect with customers better.
Why is VoIP essential?
One of the benefits of VoIP (Voice over Internet Protocol) is it allows communication through the internet, helping you cut costs. Also, it provides you with digital tools for managing communication in a single network, allowing you to perform more complex actions than your traditional telephone systems. That said, it improves employee productivity and takes the customer experience to another level.
What are call center management tips to consider?
One of the tips you should employ to improve your call center management strategy is to measure and analyze KPIs to understand the performance of your operations and realize which aspects to focus your resources on to garner productive results. Another tip to consider is to invest in modern solutions to optimize efficiencies in your call center performance.
Be in the know and keep up with the innovations in communications technology by equipping modern solutions to help you with your daily telephony operations. Leverage the best telephony software to the most of your advantage and enjoy a higher call quality with advanced features you can customize to meet your needs.
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