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Even in the digital world of today, customers usually prefer phone support. The easiness of talking with a live person fosters confidence between a client and a call center agent. For many expanding businesses, handling phone support may be a significant burden. Instead, they need efficient call center solutions that enable the agents to perform at their highest level. This article explains how to use the cloud call center software and introduces the best call center solutions for 2022.

What Do Call Center Solutions Do?

They are complete systems with many functions. For example, cloud call center software handles all aspects of contact centers.

Call center solutions can help to streamline customer assistance and deliver first-rate service whether call centers deal with incoming calls, outgoing calls, or a combination of the two.

Contact centers do not just concentrate on phone conversations. Instead, many call center solutions assist other communication channels too.

IT means managers can manage all communication from a single platform, giving customers a seamless experience.

In the past, only big businesses could set up the necessary physical infrastructure to build a functional call center.

Nowadays, smaller businesses and those without permanent locations can host virtual call centers thanks to call center solutions that need lower investment for on-site centers.

The most significant call center technologies may work with current phone systems because they integrate computer calls.

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What are the Cloud Call Center Software Features?

Call center managers must consider the features and how they work when determining which call center software to use.

Even though an all-in-one solution may sound fantastic, it could be expensive if managers do not need everything it offers.

Ultimately, outsourcing social media management does not need to spend money on a comprehensive solution.

The following are some of the critical characteristics of cloud call center software and solution:

1. Interactive Voice Responses


IVRs, or Interactive Voice Responses, is necessary for any contact center. They use automated answers to greet inbound callers.

These responses could consist of a call acknowledgment with some wait time, an effort at website redirection, or a short menu.

Routing calls with a customized quick menu is beneficial since it enables the caller to select the department before being connected.

Having a single phone number is advantageous, but smaller departments can also use it because different agents may have distinct areas of expertise.

2. Skill-based Call Routing 


Some call routing systems automatically route calls based on available agents, although skills-based call routing is more effective.

IVR alone can contribute to this in some ways, but practical call center solutions help managers carry out this plan with more information.

The call can be routed to the right agent using the dialed number, caller information, and IVR replies.

For instance, if you offer SaaS to companies, you might see that one company has many employees and frequently contacts in with challenging questions.

The Automatic Contact Distribution (ACD) feature of call center solutions detects the calling number and routes the call to the next available agent rather than placing the caller in a queue.

A better customer experience is produced by ensuring they are routed to a higher-tier support representative familiar with their history.

That applies to everyone, not only those directed to particular agents but also those with simple questions that can be resolved rapidly at the lowest support level.

3. Voicemail or External Routing


There will be periods when no agents are on duty! For example, if an external call center is available, call center solutions can route to the voicemail of that center.

The answering style and how to receive notifications should be customizable in the cloud call center software solutions.

Email notifications can also be helpful when voicemails are left for a particular extension.

Managers may sort voicemails graphically with the help of several call center solutions, which also display the caller ID, the time the message was left, and any other information they have access to.

The ability to prioritize voicemails in a way that works the best, either by dealing with the expected responses from first or going from oldest to newest, can make it much simpler to respond to them.

4. Omni-channel Support 


Call center solutions should not only concentrate on the features mentioned above, which are phone calls.

Most businesses use an Omni channel or multi-channel strategy, and their cloud call center software should reflect this.

Omni channel support enables managers to do all these channels in one location rather than requiring a separate crew to handle all inquiries.

Managers can view a customer's experiences with the business, which is helpful because nearly 60 percent of customers value personalized interactions based on their past contacts.

Additionally, it makes it easier for employees to give first-rate customer service because they can use other platforms rather than starting from zero each time.

5. CRM Integration


Call center solutions should be able to interact with CRM (Customer Relationship Management) software too.

The integration enables managers to make the best use of all consumer data possible rather than manually moving data between the two.

It is advantageous if call centers have a ticketing system, frequent callers with specific requirements, or localizing services when having call centers in several places.

Utilizing data that has previously been obtained for an outbound campaign, it can also be used for predictive and automated calling.

6. Cloud-based Calling 


A practical cloud call center software must be able to support a remote workforce as working from home becomes increasingly widespread.

Employees can access cloud call center software from anywhere, as it does not rely on local servers and infrastructure.

Additionally, it extends beyond local restrictions so businesses can have phone numbers worldwide, which is ideal for international companies.

Customer services can scale more successfully with cloud-based calling than traditional phone systems.

They can keep more agents on more lines during busy hours without paying for their idle time.

Internal communications are advantageous in this situation as well. Regardless of their gear or location, remote workers may hold conferences thanks to cloud call center software.

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7. Outbound Campaign Management


Call centers need a service with two crucial characteristics that merit examination, if they run continuing phone campaigns, including:

  • Click-to-call
  • Automatic dialing

Click-to-call does precisely what it says on the tin. You can click, and it dials for you instead of manually entering each number you wish to call and confirming its accuracy.

It is furthered by automatic dialing, which immediately calls the following number from a designated list after an agent completes a call.

Even considering time zones and the workday's duration, auto-dialers can ensure customer service only calls at the appropriate hour.

The best call center solutions are updated entirely on local rules, depending on where the headquarters are, so managers do not need to check to see whether they are complying manually.

If outbound calls are the call center's primary focus, these capabilities can save the sales team a lot of time.

8. Reporting and Analytics 


Call center solutions are not just for answering calls. Instead, they are excellent tools for building a productive team.

It is because they capture metrics, analyze them, and generate reports. The followings are some items to monitor:

Some programs can even integrate with tools for natural language processing, enabling text analysis.

9. Call Recording


Call centers might want to have call recording in place to make sure they give customers a top-notch experience.

It lets them perform routine quality checks and go back over challenging calls to confirm the specifics of how something was resolved.

There are additional applications for call recording, too. For example, sample recordings can significantly increase training effectiveness, and a thorough examination of the recordings can yield insightful business information.

 

10. Supervisor Tools


Empowering managers is one method to get the best performance out of the customer service team.

An excellent approach is a call center solution that includes various supervisor tools because it promotes and assists in real-time answers.

These are some tools to consider:

  • Listen, whisper, and barge-in features
  • Work optimization reports
  • Team messaging
  • KPI monitoring
  • Gamification

Call barging is a valuable training tool since it enables managers to listen in on calls in real-time, regardless of where the agents are.

It helps to prevent the development of undesirable habits and enables much quicker and more individualized feedback.

What are the Best Call Center Solutions?

Now that you know the advantages of cloud call center software for customer service, let us introduce some of the best call center solutions in the market.

1. Hubspot


Instead of a call center solution, Hubspot is frequently seen as a CRM solution. However, it provides a wealth of options that make it a great all-in-one contact center software.

With click-to-call features and the ability to integrate CRM data to set up a daily call queue and prioritize calls, it is especially well suited for sales teams. Additionally, it supports live chat and email scheduling.

2. Zendesk Talk

Zendesk chat begins from the opposite angle to cloud call center software that interfaces with CRM. It started as a CRM and now offers a call center service.

All the specific functionality, such as real-time monitoring, call routing, and interactive voice answers, are present in Zendesk Talk.

3. TalkDesk


For firms at the enterprise level, TalkDesk is one of the top call center software alternatives because it can handle a lot of agents and calls.

Agents can quickly navigate because of its user-friendly design, and it supports Salesforce routing.

4. CloudTalk


Because of its many programmable capabilities, CloudTalk is excellent for companies that need a lot of control over their call center solution.

One of these capabilities allows you to design your call queues and use ACD to route calls to agents using your selected predefined rules.

5. LiveAgent


Their help desk, which offers Omni channel support, is created on LiveAgent's cloud call center platform. Ninety-nine percent of VoIP providers can connect with it!

It is a solid option for people on a budget with standard capabilities like IVR and unlimited call records, albeit it lacks some in-depth customization that other solutions may have.

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Final Thoughts

Call center solutions do not just help manage contact centers but are necessary for today's industry. Cloud call center software makes the process for call center managers and agents easier and makes the customer more satisfied with the service.

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