You can purchase call center management software based on business size (number of employees) for a small business (0-100), a mid-sized business (101-2500) or an enterprise business (more than 2500).
Small business call center monitoring software, perfect for a small business (0-100) with a tiny customer service staff, should include an interactive voice response (IVR) system with which to automate customer inquiries.
If you're a mid-sized business (101-2500), your call center management software should have an automatic call distribution system and call blending capabilities.
An enterprise business (more than 2500) needs a robust call center software solution that integrates completely with its customer relationship management (CRM) software.
Call center management software applications choices include contact center software that can handle inbound calls, outbound calls or both inbound and outbound calls.
If you receive a lot of inbound calls from customers, look for inbound call center software that's made to receive large volumes of calls via a dedicated customer service line.
If you make a lot of telephone sales calls, consider an outbound call center solution with which to schedule and manage outbound calls to prospects and clients.
If you have large numbers of both inbound and outbound calls, look for combination inbound-outbound call center tools.
To select by type, choose between Web-based and desktop contact center software
Online call center programs are web-based; like most on-demand software-as-a-service (SaaS) programs, they require no downloads and can be used from any computer, provided it has a reliable Internet connection.
Pre-packaged desktop call center management software comes on disk both for PC and for Mac; it must be installed on your hard drive and can generally be used on just one machine.
Options include automatic call distribution, auto dialer, call blending, CTI, IVR and predictive dialer. Ask if there's a demo available to take these call center management software features for a spin.
Automatic call distribution software routes inbound calls based on several factors, such as a customer's situation or the products he or she has already purchased. A strong ACD system dramatically reduces waiting times, increasing customer satisfaction.
A call center software auto dialer makes automatic outbound calls to customers in order to deliver pre-recorded messages such as appointment reminders, collection messages and product updates.
If your agents need to switch seamlessly between inbound and outbound calling, look for call center monitoring software with call blending.
Call center management software with Computer Telephony Integration (CTI) gives customer service agents immediate information about callers; a popular option is "screen pops," which pull information directly from your customer database.
An interactive voice response system (IVR) allows customers to access information independently via their touch-tone phone, without ever having to speak with a live agent.
Predictive dialer software automatically places outbound calls to a pre-loaded list of numbers; unlike auto dialers, predictive dialers let live agents interact with the callers they're dialing.
When buying contact center software, ask if there's a demo available; you can often download a 30-day trial before you decide to purchase the software.
Five9 is a market leader in hosted call center solutions serving customers of all sizes, from business startups to multinational enterprises, in industries as diverse as customer support, telemarketing, financial services and outsourcing. Five9 pioneered the concept of the on-demand, software-as-a-service, VoIP-based virtual call center - world-class features with all the benefits of a hosted solution: including fast setup, on-demand capacity, no capital outlay and low operating costs.
VoiceNet is an award-winning contact center software suite with automated dialing modes, inbound call management, IVR, scripting, agent and supervisor tools, call recording, real-time reporting and more. As the industry's best value, VoiceNet gives you these features within a single license at a price point less than competing products charge just for enterprise maintenance and support.
Centcom is a 100% web-enabled Predictive Dialing service that requires no additional hardware--all you need is a standard phone line and a computer with an internet connection. Within minutes of your activation, your call center will have access to all of the features of Predictive Dialing, like Agent Reporting, Campaign Statistics, and more. Call Center Development Services (CCDS) prides itself in offering state-of-the-art telemarketing management resources to call center agencies of all size.
IPscape offers software as a service for contact centres of typically less than 100 seats. Our approach allows you to break free from traditional, old world approaches to call centre technology. No upfront capital outlay, no multiple suppliers, no bloated software that???s painful to use; just a simple (and clever) pay-as-you-use solution combining voice and software to suit your business model. All you need is a web browser and business grade voice - simple, easy, done.
LiveVox offers:
??? State of the Art Dialer with Inbound/Outbound Agent Blending + Voice Broadcasting
??? Unlimited line and dialer capacity on-demand and no line starvation
??? Quick Connect with Predictive Pacing and sub-second screen pops with ability to control abandons
??? No capital expenses or upgrade fees required ??? no seat licenses, no upfront costs
??? No short duration charges or minimum duration games ??? one simple per-minute cost
Stay on top of call center software news and trends.
Call center programs continue to evolve, giving business a wider choice than ever of call center solutions. The call center solution industry should be followed closely to monitor business call center software news and trends as well as Web-based options and high-tech call center applications. Call center software firms need to know where they fit in the scheme of things as it relates to their own clients’ best welfare ...
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