Are you a small business owner? If so, you know how important it is to give customers great service. They want quick, friendly, and professional help when they call in. But how do you ensure your team can deliver that kind of service? The answer is call center software.
This software will make your inbound and outbound calls easy to manage. This will increase customer satisfaction, reduce costs, and increase efficiency. The most impressive part is that the software runs on existing telephone systems, so purchasing expensive hardware or creating a separate call center is unnecessary.
But there are many options, so it can take time to pick the right one. That’s why we’ve reviewed the best call center software for small businesses in 2023. We’ll tell you all about their features and pricing so that you can make a smart choice for your business and your customers.
What is Call Center Software?
Call center software helps businesses manage incoming and outgoing phone calls efficiently. An array of features make this system great for contact centers. The best software for call centers helps you handle inbound and outbound calls like a pro.
Many contact center solutions offer omnichannel support so that you can manage all customer communications on one platform. That means your customers get a seamless experience whenever they contact you. And don’t worry about compatibility – this call center software easily integrates with your existing phones (physical or VoIP) without upgrades.
Call Center Software vs. Contact Center Software
Call center software and contact center software are both software that helps customers, but they have some minor differences. Here’s what makes call center software different from contact center software.
Customer service software is omnichannel, which means that users can communicate with customer service representatives in several different ways. Communication methods include voice calls, e-mails, live chats, SMS, and social media. On the other hand, call center software only provides voice-based communication.
You can find call center software for small businesses with extra features like interactive voice response, recording, monitoring, and analytics. Companies that want to market their products over the phone use call center software, and companies that provide services use contact center software to deal with customers. It makes it easy to transfer calls between agents.
How Can Small Businesses Benefit From Call Center Software?
A customer service center is where customers can ask questions. It’s critical for a company’s reputation, and the bottom line is that the technology supports delivering a great experience. Call center solutions are readily available in various sectors, including e-commerce, banking, and healthcare. Invest in a toolbox that streamlines your workflow to ensure cost-effectiveness and time efficiency for smaller businesses. Doing so will save you money on software and make it easier for your team to switch between Windows and other tools. You can read more about call center software and how it helps enhance your customer service seamlessly on this website.
Top features of call center management software
- Automated recording
Observing your call center team’s performance is the only way to determine if they handle calls well. Therefore, all incoming calls must be recorded. Auto-recording is a feature that allows you to record both inbound and outbound calls. You can monitor the performance of your agents over time with the help of auto-recording. This information may be used to provide feedback. You can determine the most effective course of action for resolving disputes by listening to the recording.
- Message tracking
SMS can also get lost in transit. SMS tracking lets you track all the messages your agents send and receive from leads. You can also figure out which messages should be automated. For example, when a lead or customer isn’t available, you can send them a message that says, “I called, but you were not available.”
- Transcription of voice and email
An effective call center management system can make transcripts of calls and, more importantly, online chats. Whenever a lead speaks with a call center agent via live chat, you can automatically send them a transcript. It’s good for reference and quality control, among other things. Further, it makes you look professional to clients and maintains your company’s attention. You will have more engaged clients.
- Multifunctional and flexible
The use of flexible call center management software can be beneficial if you operate a virtual call center. Ideally, an effective system shouldn’t require a complicated setup, expensive office space, or expensive hardware. Good call center management software can be applied to various industries, such as education, real estate, insurance, etc. They can also be used for various purposes, including sales, support, telemarketing, etc. You should be able to use it anywhere.
Best Call Center Software for Small Business
- RingCentral
RingCentral is a great option if you’re looking for cost-effective call center software that’s easy to use. It’s got all the great perks, like chatting with customers on all kinds of channels and even connecting with your CRM. The coolest thing about it is that it features a skills-based call routing feature. In this way, customers will be connected with the right agent whenever they call.
As the software is based on the cloud, there is no need to maintain legacy systems. The system is also perfect for remote workers, who can access their accounts anywhere. With RingCentral, you can connect your call center to CRMs, ERPs, and marketing automation, making it easy to manage customer interactions. Plus, the software has a 99.99% uptime guarantee, so you can be sure it will always be available when needed. Whether growing your business or starting out, RingCentral is worth checking out.
Key features
- A platform for organizing meetings, messages, video calls, etc.
- Offers local numbers, free extension-to-extension dialing, and free inbound calls.
- Continuously monitors and optimizes the platform.
- Provides solutions for finance, retail, healthcare, etc.
- Lets you integrate with Google, Salesforce, Zendesk, etc.
Pricing
You can try RingCentral for free or contact sales to get Enterprise, Standard, Premium, and Ultimate plans.
- Nextiva
Nextiva offers an easy-to-use communication solution for managing calls. This best call center software has a competitive price, so new agents can get up to speed quickly. If you’re looking for voice communication or a complete system, Nextiva covers it with chat, text, and email.
The Contact Center can handle these extra channels, so it’s marketed as a contact center instead of just a call center. Cloud-based call centers don’t require hardware, so they are cost-effective. Nextiva doesn’t need to worry about it, either. It’s just logging into Nextiva to make and answer calls. If you’re unhappy with your current phone system, Nextiva can help.
There are also auto-attendants and phone trees you can make with Nextiva. Their web-based platform has everything from voicemail to routing and recording calls, so it’s perfect for call centers. While Nextiva’s business phone service works with landlines, cloud-based call centers are becoming increasingly popular, so it’s an ideal choice for remote workers.
Key features
- Automates call routing (IVR) so incoming calls go to the right people.
- You can record, pause, and listen to customer conversations.
- Distributes customer calls according to business hours, technical support needs, etc.
- Provides local VoIP numbers and toll-free numbers.
- Feature-rich dashboards and reports to measure your call center’s efficiency.
Pricing
It is free to test Nextiva for 7 days. You can then choose a paid plan for $18.95/user/month. Professional users pay $22.95 per user per month and enterprise users pay $32.95 per user per month.
- Avaya
The Avaya Call Center Management Software can transform the operation of your call center for the better. It is a powerful tool that allows supervisors to manage agents efficiently and improve the quality of customer service.
Supervisors have access to crucial information at their fingertips, enabling them to optimize call routing, make informed decisions, and ensure seamless communication across various channels.
Avaya’s technology allows supervisors to monitor agent performance, increase efficiency, and provide exceptional customer service. Now, you can experience new confidence levels in your operations by upgrading to Avaya’s management software.
Key Features
- Real-time sentiment analysis helps you engage customers,
- Artificial intelligence helps humans make better decisions, simplify operations, and automate things.
- Identifying mobile callers and offering a mobile-friendly web experience will be possible.
- 24/7 chat self-service and live agent support.
- You can use DTMF auto attendant and record calls.
Price
Currently, Avaya has two pricing plans: Basic (starting at $109 per month per user) and Advanced (starting at $129 per month per user).
- Zendesk Talk
Providing top-notch customer service is essential if you’re running a business. That’s where Zendesk Talk comes in. This cloud-based software offers personalized call center support for any business.
You can easily provide phone support with Zendesk for Service’s multichannel ticketing system. Besides, you can make and receive calls from Zendesk Support or any browser or mobile device. Zendesk Talk has some crazy features that make it stand out. Things like IVR, call routing and call recording make managing your calls easy.
You’ll love the user-friendly interface that makes it easy for customers to get help. You can even integrate it with other systems to make life easier. It doesn’t stop there! Zendesk Talk is perfect for small businesses looking to provide personalized, efficient customer service.
The cloud-based platform runs fast, and the app gallery makes customization easy. Using Zendesk Talk, you can streamline your support process and eliminate non-productive tasks. Therefore, you can focus on finding solutions, converting customers, and making them happy.
Key Features
- Make your website or app easy to contact by adding a call button.
- Zendesk integrates with other products seamlessly.
- You can request a callback after waiting a certain amount of time.
- Real-time analysis of your team’s performance.
- You can monitor and record calls in real time.
Price
There are five pricing plans offered by Zendesk Talk: Lite (free), Team ($19 per agent per month), Professional ($49 per agent per month), Enterprise ($89 per agent per month), and Partner Edition ($9 per agent per month). You can also try Lite, Team, and Professional for free.
- CloudTalk
CloudTalk is an excellent solution for businesses that need a flexible and scalable calling system. With CloudTalk, you can make and receive calls from any internet-connected device, no matter where you are. You can easily manage high call volumes by queuing them up and letting users know when they will be attended to.
Also, you can customize the platform with call forwarding, voicemail, and call recording features to suit your specific needs. CloudTalk is the ideal solution for businesses with fluctuating call volumes or overgrowing. If you want complete control over your call center, CloudTalk’s customizable features will impress you.
CloudTalk offers smart cloud-based call center software perfect for sales and customer service. This communication platform is especially popular with small- and medium-sized businesses (SMBs). With the easy-to-navigate web-based panel, you can gain valuable insights about your customers before you connect with them. Once you are ready to call, the sales rep can prepare their script and adjust their tone accordingly.
Key Features
- It’s got international numbers in 160 countries.
- You can charge a minimal fee or have a toll-free number.
- A third party can join a call using 3-way calling.
- Providing a country-specific local number and hiding your agent’s private number.
- It rings all agents’ phones so they don’t answer.
Pricing
A starter plan costs $25 per month per user, while an essential plan costs $30 per month per user. For experts, a $50 monthly fee is billed annually. If you need a custom order, please let them know.
- Aircall
Do you hate being glued to your desk to make a call all day? You don’t have to worry about it anymore with Aircall. Aircall lets you make, receive, and manage phone calls from anywhere, whether on the web or on your phone. Aircall enables you to manage multiple phone numbers to manage everything from one place.
It’s no wonder more than 15,000 companies trust Aircall to deliver great results. Aircall makes customer service easier by speeding up response times and streamlining communications. You’ll save time and money and improve productivity and customer service – it’s a win-win.
Plus, Aircall has great customer service and affordable pricing, making it a great phone system. No matter where you are, you can access your call center with the Aircall mobile app. Why wait? Take a look at Aircall today and see what a difference it can make.
Key Features
- Easy-to-use power dialer that speeds up your calls.
- A warm transfer lets the next agent know about an ongoing conversation.
- Send voicemails straight to your inbox and customize your greetings.
- You can record calls for training or to comply with regulations.
- Make sure no calls go unanswered by setting up call queues.
Price
You can choose from three pricing plans. It starts at $30/user for the essential plan, $50/user for the professional plan, and custom plans are available.
FAQs
What are the workings of call center software?
Virtual call center platforms work the same way: Agents log in with a unique login and use the platform over the Internet. The system plays an IVR menu as customers or leads call in so they get routed to the correct department and agent. Cloud-based systems store customer interactions and cases for later review.
What is the cost of call center software?
Software for call centers varies in price depending on what features they have. Since they’re SaaS (software-as-a-service) platforms, you’ll pay per user, so the overall price depends on how many customer service agents you have. Plans usually range from $12 – $75 per user, per month, depending on your team size. Some call center operations platforms charge a flat monthly fee. You’ll generally pay between $75 and $150 a month, depending on your team size.
How can call center software benefit my small business?
Call center software can streamline customer service, enhance agent productivity, increase customer satisfaction, provide real-time analytics, and enable efficient call routing.
How does on-premises call center software compare to the cloud?
Small businesses love cloud-based call center software because it’s affordable, easy to implement, scalable, and offers updates and support. If your company has specific security needs or compliance requirements, on-premise solutions suit you.
Conclusion
It’s amazing how technology makes business easier. Businesses can now improve their operations and serve their customers better with software solutions. As an example, call centers have benefited a lot from this trend. Now there’s software that can streamline processes, increase productivity, and enhance customer service. Business owners need to keep up with these innovations to stay competitive. You can grow your business and take it to the next level with the right tools and strategies. Thus, choose accordingly.
