369 results
Why Capterra is free
Genesys Cloud makes customer relationships simple. We connect phone, email, and chat through one tool for better customer engagement. Learn more about Genesys Cloud
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
Twilio Flex is a fully programmable cloud contact center platform that gives businesses complete control at every layer of the stack. Learn more about Twilio
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
Talkdesk is intuitive, cloud-based contact center software with advanced features, comprehensive reporting and seamless integrations. Learn more about Talkdesk
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
Real-time remote control of a customer's computer over the web for help desks, support softwares, IT organizations, and more. Learn more about LogMeIn Rescue
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
Cloud based contact center solution with management and operator features, data security, system integrations and analytical reports. Learn more about VCC Live
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
ZIWO

ZIWO

by ASWAT Telecom & Media

Cloud Contact Center Software deployed instantly. Full API based. CRM plugins. Connect real or virtual agents. Learn more about ZIWO
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
Zendesk Talk is a call center solution built right into the help desk ticketing software. Learn more about Zendesk
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
Turn your cold call tracking sheet into a cloud-based light-weight CRM for your team today. Learn more about Myphoner
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
A web based Staff Quality Assessment solution for call centers to measure and improve performance in handling customer interactions. Learn more about Scorebuddy
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
User.com is an advanced marketing and sales system that helps automate personalized communication and streamline business processes. Learn more about User.com
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
Infobip

Infobip

by Infobip

(0 reviews)
Build meaningful customer relationships over any channel with the Infobip full-stack cloud communication platform. Learn more about Infobip
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
CommBox.io

CommBox.io

by CommBox

(0 reviews)
All-in-one customer support & messaging platform. CommBox designed to create an effective dialogue between you and your customers. Learn more about CommBox.io
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
We think VoIP pricing should be simple. With InfoFloTalk you pay just $29.99 per line and get UNLIMITED extensions. Learn more about InfoFlo
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
Bitrix24 #1 free CRM and call center software used by over 4 million companies. 100% free for up to 12 agents. Cloud and open source. Learn more about Bitrix24
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
LiveAgent helps businesses thrive in customer service. Create a customer community, increase customer satisfaction and succeed! Learn more about LiveAgent
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
Agile CRM is a complete sales, marketing and service suite designed to let SMBs to sell and market like the Fortune 500. Learn more about Agile CRM
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
Zoho Desk can help businesses manage customer communication over phone, email, live chat, SMS text, social media and more.
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
With call center solutions, you can streamline your support operations to provide 24x7 global support that is cost effective
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
GoToConnect Support Center gives supervisors and agents indispensable tools to improve the quality of customer interactions.
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
Cloud Contact Center with Practical AI- Inbound, Outbound, ACD, IVR, Predictive Dialer, Chat, Call Recording, and CRM Integrations.
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
Easy to set up, easy to use. Dialpad Call Center Software is feature-packed, affordable, secure, reliable, and backed by 24x7 support.
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
Cloud contact center software that offers VR, skills-based routing, AI, call blending, and analytics.
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
Open source call center software w/ outbound predictive dialer. Also handles inbound & manual calls as well as email and web chat.
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
Business telephony solution with auto attendant, line mirroring, call forwarding, queuing, and recording features.
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
3CX is an open standards IP PBX that offers complete Unified Communications, out of the box. Suitable for any business size or industry
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
Boost sales, increase agent productivity and build a better brand experience for your customers with our robust unified contact center
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
Aircall lets admins instantly adjust teams according to seasonality, add numbers in 100+ countries, & integrate with popular CRM tools.
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
A reliable built-for-the-cloud contact center software
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
RingCentral Call Centre delivers omnichannel capabilities that let customers decide how they want to engage with you.
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
Feature-rich, flexible, hosted call center software (inbound and outbound) that is very easy to deploy, manage and use everyday.
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
Powerful OUTBOUND CALL CENTER platform. Reach 4x more leads w/ NO awkward pause. No set up fees. Free trial (no credit card needed).
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
CloudTalk is a cloud-based phone system for support and sales teams. We make calling easy and fun! Get your FREE trial today!
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
Interactive agent scripting for call centers and live support teams, including powerful CRM integrations and complete analytics.
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
UJET is modern cloud contact center software company with leading innovation in customer support on the web, phone and mobile apps.
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
Leading global provider of omnichannel cloud-based contact center software.
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
We serve Small Business & Enterprise who requires virtual phone system to effectively manage customer support from multiple locations.
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
Predictive, Power, and Preview Dialer with Built-In Web Phone, CRM, and Dedicated In-House Support Team.
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
Fully featured VoIP SIP softphone, available on Mac, Windows, iOS and Android. Auto-answer, call transfer, hold and recording.
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
Customer Care Suite integrated with Asterisk Open Source PBX. Multi channel solution for Inbound, Outbound and Blended Contact Centers.
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
JustCall is a cloud-based phone system for sales and support teams to make, receive, log or record calls directly from desktop or phone
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
Calabrio ONE is an integreated workforce optimization solution for a comprehensive customer engagement strategy.
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
Virtual phone system for businesses with inbound and outbound calls, CRM integrations, virtual phone numbers, SMS and more
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
Our hosted dialler can help grow your call centre by increasing sales, productivity and conversions.
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
FluentStream

FluentStream

by FluentStream Technologies

FluentCloud is a cloud based business phone system that focuses on being more affordable for your business and improving reliability.
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
NewVoiceMedia is the leading provider of cloud contact center software for Salesforce, providing 99.999% reliability worldwide.
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
Unified communication and call center solution with call management capabilities; handles telephone, internet, fax, email, etc.
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
Leading cloud contact center solution designed to help enterprises improve CX for customers and employees.
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
Sharpen is the agent-first contact center built to help you prioritize your agents and strategically improve customer experiences.
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
Resolve issues faster and more accurately across multiple channels. Drive efficiency, without sacrificing customer satisfaction,
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
Provides a fully hosted cloud PBX and unified communications.
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
Efficy CRM adapts to your needs and not the other way around. Efficy CRM enables you to grow and develop your business activity.
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
Call center solution offering Real-Time Business Analytics Built-In, Advanced Queuing, Supervisory Modes and much more.
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
Versatile business phone system for Sales and Customer Service teams, built-in with 50+ business-class features to grow your business.
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
Cloud-based communication platform that helps businesses manage calls, chats, events, audio/video web conferencing, and screen sharing.
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
Help Desk Software with email, live chat, Facebook, WhatsApp, SMS, KB, Phone, SLA, reporting. Run in Cloud or Inhouse. Trusted by DHL.
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
Predictive Dialer With Integrated Web-Phone and Call-Center Solutions.
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
Ozonetel CloudAgent is a perfect fit for your inbound and outbound contact center. Access enterprise level features at 40% lower TCO.
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
Improve your call center technology and discover a UCaaS platform packed with capabilities and omnichannel conversation intelligence.
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
A new generation of VoIP for your business, offering virtual phone numbers, cloud PBX and much more. Save up to 90% on phone bills!
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
All-in-On Contact Center Solution / Multichannel / Dialers: Predictive, Progressive, Power, Preview - IVR - SMS - Web Chat
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
Ameyo is providing Industry's First Mobile Call Center Solution to help the contact center agents work from home using their smartphone
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
Coud contact center platform ideal for inbound, outbound and blended multi-channel campaigns. Highest quality calls and connections.
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
When you represent expert knowledge as a visual map, you give people the confidence to start the work sooner.
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
Simple and powerful cloud phone solution. Get enterprise telephony features at a great price.
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
Licensing-free, award-winning contact center and blockchain software company. Register NOW for free!
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
100% Cloud-Based Dialer & Lead Management Technology - Convert More Leads to Sales with One Sales Platform for your Entire Company
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
Beautiful, modern, cloud call center software with unlimited predictive dialing, blended calling, and live dashboard for reporting.
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
QueueMetrics is an Asterisk call-centre monitor.
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
Cloud-based solution that assists with sales dialing through emails, text messaging, CRM, and a centralized database.
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
Exelysis Contact Center is a communications software which comes to enhance and handle the operations of an Enterprise PBX.
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
World's 1st Google Powered Cloud Call Center
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
Easymeeting makes video meetings as easy as a phonecall. On any device, be it Android, iOS, Mac, PC, H.323 or browsers.
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
SpitFire Enterprise Call Center Software: Easy to Install, Operate & Upgrade. Agents can login for anywhere in the world on any device.
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
Put your outbound dialing into overdrive with - upload contacts and in minutes, CallFire will connect your sales agents to live leads!
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
A cloud contact center software technology providing a Predictive dialer, Hosted PBX, Voice Broadcasting, and more.
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
Aloware is an enterprise call center software, built for small business.
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
Our products include: Cloud Phone System, Progressive Dialer, CRM & Lead Management, Marketing Automation, and Mobile CRM.
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
Reduce operational costs, and deliver an enhanced customer experience by super-charging your QA and getting rid of spreadsheets.
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
Automated Lead Distribution and Lead Management System. Deliver leads 9 different ways and create as many lead types as you like.
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
Evolve IPs cloud-compliant omnichannel contact center provides businesses with access to broad range of enterprise-grade features.
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
Made for outbound call centers. We help call centers boost KPIs, make better decisions based on insights, and manage contacts more wise
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
Dixa is the customer friendship platform for real-time conversations between brands and their customers on phone, email, chat & social.
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
Freshcaller is a modern call center software for inbound and outbound calling teams, and offers phone numbers in 90+ countries.
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
A unified cloud Workforce Optimization suite that includes Workforce Management, Quality Management and Performance Management.
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
Cloud-based call center technology that assist firms with contact management, appointment scheduling and call recording.
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
Fortified with enterprise-class, resilient architecture to enhance call agent productivity and provide excellent customer service.
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
8x8 Contact Center's rich, self-service cloud contact center provides a flexible, affordable & efficient way to engage with customers.
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
8x8 Contact Center is a rich cloud contact centre that provides a flexible, affordable and efficient way to engage with customers.
Advanced, cloud-based computer telephony integration for your CRM system.
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
Xencall is a call center automation software with predictive dialing, CRM, lead distribution, and a live floor map of your sales team.
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
Vocalcom is a leading global provider of cloud contact center software for sales, support and marketing. Pay as you go & scale easily.
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
Trusted IP-PBX for VARs, MSPs & SMBs (previously pbxnsip, SnomOne). Get your 30-day free-trial. No deposit or credit card required.
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
Dramatically increase contact and lead conversion rates with Convoso's omnichannel contact center software.
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
Ideal for 150+ agents, the Aspect Via Platform offers modular contact center and workforce optimization applications in the cloud.
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
A single platform to communicate and track customers throughout their lifecycle and make communication consistent.
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
$10 phone lines | $20 security | $70 internet | branded public wifi.
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
Next-Generation Contact Center Software - See how you can Engage your customers with our unique technology -Real Time and Powerful
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
Snapforce Call Center Software delivers an out of the box Cloud PBX Phone System & Call Center Suite of features.
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
Web-based voicemail delivery solution to help businesses reach mobile contacts so they call you back for resolution.
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre
An optimized contact center solution. Includes customizable IVR, QA, scripting, intuitive interface, robust reporting and much more!
  • Interactive Voice Response (IVR)
  • Outbound Call Centre
  • Inbound Call Centre
  • Blended Call Centre

Call Centre Software Buyers Guide

What is call center software?

Call center software helps businesses run their call centers efficiently by managing inbound and outbound calls, recording customer complaints, monitoring customer experience, and tracking agent productivity. These solutions can be used in multiple departments.

While sales and marketing teams use call center solutions to make sales and promotional calls to clients, support teams use this software to address customer issues, resolve complaints, and even provide post-sales training. Call center systems not only facilitate communication and engagement via phone, but also through channels such as email, live chat, instant messaging, SMS, and social media.

Benefits of call center software

  • Enhanced agent productivity and efficiency : Call center solutions include robust features like automatic call distribution and rule-based escalation to help businesses handle calls efficiently, minimize idle time, and modulate call speed and wait times based on the number of available agents. Role-based assignment ensures that calls are routed to the most appropriate agents without delays. Overall, call center solutions help businesses improve operations and address more customer queries by maximizing time and resources.
  • Improved customer relations : Call center systems help businesses stay connected with their customers and deliver a more personalized and rewarding experience through multiple channels. Efficient customer service helps build customer trust, brand loyalty, and longevity.

Typical features of call center software

  • Built-in telephony: Make phone calls from internet-enabled devices.
  • Call routing: Distribute and assign calls to individual agents or queues based on pre-established criteria such as time, day, or agent availability.
  • Telephony integration: Integrate VoIP (Voice over Internet Protocol) services with existing telephone equipment.
  • Call logging: Collect, record, and analyze calls made from or received by a business over a specified period. Provide statistical information such as time and date, call frequency, call duration, and caller ID.
  • Call recording: Record inbound and/or outbound calls to a call center and maintain a central repository of all recordings for training and quality monitoring purposes.
  • Queue management: Receive calls from customers, create a call queue, and keep customers on hold until they are connected with a live agent.

Considerations when purchasing call center software

  • Type of deployment: Call center solutions are available through hosted, on-premise, and cloud-based deployment options. On-premise and hosted deployment options suit businesses looking for customizable call center solutions, but prove costly if only needed for a short time. While cloud-based software is relatively cheaper and can often be set up in a few hours, it requires a reliable, constant internet connection to function effectively. Users should compare the advantages and disadvantages of cloud-based and on-premise systems, and shortlist products accordingly.
  • Multichannel support: Call center software lets businesses manage communication across multiple channels—such as SMS, online messengers, email, live chat, and social media platforms—for low additional costs. But, requirements vary based on use cases. If your brand is built on social media, for example, you need social media management functionality. Alternatively, if your marketing, sales, or customer support strategy involves text messages, your business needs SMS support. Buyers should clearly identify their needs before beginning their software search, and ensure desired functionality is included before making a purchase.
  • Voice-based customer interactions will decrease in the next two years : Call centers are shifting from traditional call center software to contact center solutions that let them leverage other communication tools (such as email, SMS messages, social media, and live chat). A Capterra research shows that while voice will remain a significant source of customer interactions, its usage will continue to decrease in the coming years as more and more businesses start leveraging digital channels.
  • Artificial intelligence (AI)-based conversational bots are picking up the pace in the small and midsize business (SMB) world : Voice- and text-based bots are effectively streamlining initial customer conversations. A Capterra research found that 68% of small businesses are currently using or plan to use some type of conversational user interface technology within the next one to two years. When such interfaces are used, customers hear a robotic tone or message (instead of live agents) that collects their personal details and query type. The bot can then answer basic queries on its own, or route calls to the most suitable agent. This automation speeds up the entire call process, and frees agents to handle more complex queries.