According to a report by Data Axle USA, around 47% of businesses using CRM software for contact centers have reported significant improvements in customer satisfaction and service efficiency. But what about the rest? Well, they are losing customers because one major factor is that their customers aren’t happy with the kind of after-service and cannot solve queries due to a lack of efficient contact center tools.
These points should be considered first, from internal team coordination to being on the same page when having a conversation with customers. A customer must never feel lost while having a conversation. That’s why your business needs contact center solutions and CRM software.
It will help you organize the data first and then create profiles for each customer. Let’s say a customer calls; calls. The call will be diverted to the most efficient customer care executive, who will have all the details about the inquiry or any issue the customer is facing.
The 10 Best software for contact centers are:
1. CrmOne
CrmOne is the best software for contact centers. It has deployed many tools that can be used in every business process step. Let’s start with the newly launched AI tool, Aeri, which can automate many routine tasks right call center software, like collecting data, giving basic information to customers, and more.
The voice AI can converse with customers like a human. Yes, that that that’s right! You can customize the interactive voice response AI’s tone so it fits your brand. Then, the automation will help update the data, and the AI will be ready to handle customer queries and issues.
But what about after office hours? The IVR system is so strong that it can provide services 24/7 and update the notes, so the next day, you can know which customer called and what the AI responded to.
Also, you can learn about the shift timings of customer service operations and care executives. This ensures that there are enough employees during peak hours and that your resources are fully utilized. This is a great advantage for managers.
With our customer contact and virtual call center software here, you can train agents on product knowledge, communication skills, and more. It supports multiple phone, mail, chat, and social media channels.
Now, what about the customer’s point of view? What are they thinking about such systems being used in your business? Hence, you can gather customer feedback after interactions, store it in your system, identify recurring issues, and ensure that customer needs are met satisfactorily.
Implementing such systems without knowing how effective they are is pointless. Hence, reporting and analytics should be conducted regularly. Leaders and managers can easily analyze call and cloud contact center data to identify trends and opportunities for operational efficiency.
Is that enough? Well, check out these: You can conduct promotional or sales calls to potential customers with the in-built telephony system. You can make outbound calls and also make outgoing calls for other purposes. You have a whole set of virtual call centers so your team members can work remotely.
In terms of advanced features, this particular call center application software has a call logging and recording tool, case management, scripting, a call center solution flow, complaint management, and performance-customized dashboards so you can track your team’s performance and customer retention strategies.
It has an integrated third-party payment app, so calculating employee salaries is no issue. You can easily track the number of working days and the time and calculate your salary accordingly.
Pricing:
$199/ month for unlimited users.
2. TeleCMI
TeleCMI is a leading AI-driven Cloud Contact Center platform that stands out with its comprehensive cloud-based solution that integrates various communication channels into a single interface, making it easier for agents to deliver personalized customer support.
Their omnichannel communication streamlines voice, text, and video meetings, ensuring seamless conversations for faster query resolution. TeleCMI minimizes wait times and enhances first-contact resolution rates with its advanced routing features, including multi-level IVR and skill-based routing. Supervisors can easily monitor calls, watch agent performance, and provide real-time feedback using call barging and whispering tools.
TeleCMI’s AI-driven virtual agents can autonomously handle routine inquiries, reducing the workload on human agents with centralized agent management under a single dashboard. TeleCMI’s low-code and no-code tools allow users to customize workflow, and they offer 99.99% guaranteed uptime, transforming global business communications worldwide.
Pricing:
Contact TeleCMI for pricing details
3. Centripe
Centripe is a CRM software which is designed for call centers, focusing on customer interactions and team productivity. It has so many features like call routing, call recording, and customer history tracking to improve customer service quality.
The cloud-based system allows agents to work from anywhere. It also ensures smooth communication. It also offers basic automation tools like IVR and AI chatbots to handle common queries efficiently.
Compared to more advanced other CRM solutions, Centripe offers fewer customization options and reporting tools. While it integrates with other platforms, its automation and analytics features are limited.
It’s a good choice for small to mid-sized call centers but may not be ideal for businesses needing advanced CRM capabilities.
Pricing:
$299 per month for unlimited users.
Note: Businesses that effectively utilize CRM tools experience a 27% increase in customer retention rates
4. Five9
Five9 is one of the best contact and best call center software around. Its advanced algorithms intelligently route calls to suitable agents based on skills, availability, and customer needs.
Well, it’s pure tech-based software. It offers AI-powered virtual agents that can handle routine inquiries and tasks. They can interact via voice or chat and provide prompt responses.
It can integrate workforce management tools easily, allowing you to optimize agent scheduling, forecasting, and performance. This allows you to manage the workforce, ensuring sufficient staffing levels and improved full service quality and delivery.
You can create personalized dashboards and easily examine the factors contributing to growth. You can also identify system flaws and rectify them.
Five9 enables proactive outreach through automated dialing and campaign management tools. This feature allows businesses to contact customers for follow-ups, reminders, or marketing purposes.
Pricing:
$119/ month- voice only
$119/ month- digital only
(Both combined- $238/ month)
5. RingCentral
RingCentral is a call center software application with better integration than other applications. It works on call updates, messages, and meetings. You can also take live call notes and personalized insights.
It has RingCX features that let you manage and enhance customer service operations and interactions smoothly, such as agent performance coaching. RingSense offers advanced capabilities, such as automated call recordings, intelligent scoring, and customer insights.
Ask what’s new, and you get it with this versatile software for contact centers. It has an event management option to create and manage virtual, hybrid, or in-person events. It offers Custom branding, campaign management, and the ability to scale over 100,000 attendees.
The platform’s impressive reliability record—99.999% uptime over five years—and the fact that RingCentral supports operations in over 100 countries make it a good choice.
Pricing:
Custom pricing according to requirements
6. Nextiva
From offering real-time actionable insights to automating business workflows, Nextiva has been evolving with time. Focusing on improving the customer journey, it has scaled up its key features, to fit tech needs.
AI, of course! It has pre-built AI capabilities that are easy to deploy and improve self-service options. You have data on customer sentiment and behavior, so acting on customer needs becomes super fast.
The design has an open architecture and embedded AI that allows for the design and optimization of customer journeys. It also has built-in automation that simplifies customer relationship management tasks, reduces agent stress, and improves employee retention by connecting customer-facing teams with back-office functions on a unified platform.
The solution is deployable in hybrid and private environments, ensuring compliance with deep regulatory requirements while maintaining security and eliminating planned downtime.
Pricing:
$300/ 5 user/ month
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7. Aircall
Aircall lets agents pause and resume call recording as needed, which the call center requires to protect sensitive information during customer interactions.
After a call, agents can jot down comments and assign the call to teammates for follow-up. It has a warm call transfer that lets agents speak with one another before transferring a call so that customers don’t have to repeat their information.
You can add custom tags to calls for easy identification and later reference. It can also create local and international numbers, letting you connect with customers globally.
Software for contact centers should allow conferencing like Aircall does. Up to 5 participants can join a live call. Users can create custom filters to search and sort through calls, making finding specific conversations or data points relevant to their needs more leisurely.
Pricing:
$50/license/month
8. Justcall
With Just Call, you don’t have to worry about the channels. You can connect on different channels, including voice, SMS, email, and WhatsApp.
It has advanced dialing options such as Power Dialers, Dynamic Dialers, and 10-line Predictive Dialers to increase connection rates.
The AI is so powerful that it gives insights and suggestions during live calls, so you are well-equipped with information. It supports over 100 integrations!
This software has done its homework in psychology. It has a local presence dialing capability, so you appear more familiar to customers by displaying local numbers during calls.
JustCall allows users to design personalized call flows tailored to their business needs. The platform prioritizes security in its communications, providing a reliable environment for sensitive conversations.
Pricing:
$295/ 5 user
9. Pipedrive
Pipedrive has a built-in tool that logs all incoming and outgoing phone calls automatically, so you don’t have to manually log anything. It also provides live notifications and call insight so agents can see customer information before they answer.
You can make calls directly from the Pipedrive interface with one click. All call details, including recordings, notes, and outcomes, are logged into the relevant contact record in Pipedrive.
The platform can automatically route incoming calls to the right team members based on your predefined criteria. You can set up automated workflows for follow-ups and task assignments.
Pricing:
$395/ 5 user/ month
10. Dialpad
Dialpad is designed to make the lives of call center agents easier and more effective. The ability to automatically take notes during calls is excellent.
This means agents can focus entirely on the conversation without worrying about jotting down important points. By removing this distraction, agents can engage better with customers, leading to more meaningful interactions.
Another great aspect of Dialpad is its in-call coaching feature. This tool provides helpful tips and suggestions in real-time, guiding agents on how to respond or what to say next.
Dialpad’s cloud-based system allows agents to work from anywhere at any time. This flexibility means that whether they are at home or on the go, they can stay connected and responsive to customer needs.
Pricing:
$ 200/ 5 user/ month
Conclusion:
The ability of a contact center software vendor to make the whole process easy. Using automation and AI in their systems to create harmony among the team and also take care of the customer experience. Focusing on productivity rather than just choosing CRM according to features becomes very important.
Businesses’ perspectives have changed, and they want more output while allowing less budget. So quality should never be compromised, and such tools are the only option. Traditional call centers are also now changing their way of operating and moving on with the tech and trends.
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