What to Look For in Call Center Software
The call center software your small business uses has a huge impact on how staff can do their jobs and the kind of service customers receive. Ideally, you want software that gives you all the features you need, like:
Call logging and recording capabilities
Omnichannel interface that lets agents handle video, text, and calls all in one place
AI functionality for features like call routing, after-call analysis, and self-service
Your small business call center software should also be built with smaller operations in mind, allowing you the flexibility and scalability you need to meet your needs today, and grow with you in the future.
In this article, we’ll answer commonly asked questions like:
What systems do most call centers use? Which are nice-to-haves vs. need-to-haves?
How do you choose a good call center software for your small business? What should you be looking for to meet your needs?
What Is a Cloud-Based Call Center?
Cloud call center software offers one centralized virtual business location where all customer communications are dealt with. Vonage offers a customizable solution that blends customer data with interactions to enhance staff and customer experiences.
Note that there is a difference between call centers and contact centers. Basically, call centers focus on delivering customer service over the phone. Contact centers expand that to include other channels — text, chatbots, email, and more.
If you need a full-blown, omnichannel contact center, Vonage Contact Center fits the bill. For businesses, especially SMBs, that need something less complex, Vonage’s Unified Communications solutions can provide an affordable, robust type of “contact center lite” that can add 50+ features like call routing, call queues, call forwarding, and more to a basic call center.
What Programs Are Used in Call Centers?
As a small business owner, offering your customers phone support is a great way to connect and deliver that human touch while providing information they need about your company. But it requires the right tools to manage a call center effectively, get the most from your staff, and deliver the best experience to your customers.
What is cloud call center software? There are many types of call center software with features that can really help you stand out above the rest. Here are some of the most commonly used and best call center services for small businesses that you should look for:
Automated Resources — Provide consistent service to customers using resources like call scripts
Call Escalation — Escalate complex customer issues to solve them quickly
Chatbots — Harness the power of AI chatbots, so customers can ask questions and engage with your brand straight from your website
Cloud-Based Calling (VoIP) — Use internet-based phone service for better scalability and price
Cloud Native — Create seamless workflows with a fully cloud-native system that can be accessed from anywhere
CRM Integration — See details about a customer to provide personalized service during a call
Customized Dashboards — Customize what agents see during a call to include exactly what matters most to your business
Call Routing — Get incoming customer calls to the right agents with an automatic call distribution system (ACD)
Gamification — Encourage increased staff efficiency with built-in performance tracking and competition
Global Voice Assurance — Use local telephone capabilities to make sure you can be heard and understood around the world
Interactive Voice Response (IVR) — Cut down on staff time used to gather basic information from customers
Local Number — Increase customer answer rates by using a locally-based number
Metrics — Learn more about call volume, agent efficiency, and traffic trends
Minimal Setup — Reduce the need for IT support with software that operates intuitively
Omnichannel — Manage voice calls, emails, texts, and live chat all in one place
Outbound Calling — Make calls to customers quick and easy
Quality Management Metrics — Simplify the quality management system with easy-to-use metrics
Scalable Pricing — Pay for the features and call volume you have, and adjust when you need
Workforce Management — Maximize customer service potential with productivity monitoring
Which Software Is Best for a Call Center?
Ultimately, the best cloud call center solutions and software are the ones that serve your business best. When your agents have the tools they need in a platform that’s easy to use, they can deliver better service to your customers. Happier and more engaged customers, in turn, can increase your pipeline, make sales cycles short, and facilitate more satisfaction with delivery. There are even more benefits to choosing the right call center software, including:
Controlling software costs
Increasing staff satisfaction and efficiency
Enabling more first-call solutions for your customers
What CRM Tools Are Used in a Call Center?
Customer Resource Management (CRM) tools are integral to good customer service, and a call center needs to integrate with your existing tools. Commonly used CRM tools that seamlessly integrate with Vonage’s solution include:
At Vonage , our goal is to give you an affordable system that improves agent performance, helps themn do their jobs better, and scales as you grow. Want to know more? Check out how our Unified Communications solution can help your small business thrive.
Want to know more about how to put together a call center that will let your team perform at their peak? We’re here to help! Call us at 1-844-365-9460, or fill out this form! A dedicated specialist will show you:
- How the right call center software can help your agents deliver fast, effective customer service that builds long-term loyalty
- The features you should look for, including CRM integration, call logging and recording capabilities, an omnichannel interface that lets agents handle calls, texts, and video in one place, and more
- The right tools to manage a call center effectively, get the most from your staff, and deliver the best experience to your customers
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