Best Call Center Software

By Kriti Sahay, Technical Writer at SelectHub

It’s a myth that phone calls are going out of style. A recent report by Hiya found that voice calls are still the number one communication channel of choice for businesses and consumers. Contact center services are more relevant than ever, and since they’re often the customer's first point of contact with your company, they also play a major role in shaping your organization’s brand perception and driving consumer decisions.

Call center software can help you simplify and streamline the operational processes of this crucial bridge, making connections between your organization and its customers smoother than ever.

This buyer's guide will discuss call center software in detail with the features, benefits, deployment methods and cost to help you evaluate and choose the right contact center system for your business. The investment is a big one, so we’ll also highlight how to compare various products and tools to arrive at an informed decision. Let's get started!

Executive Summary

• Call center software is a tool that streamlines the day to day operational processes of a call center and allows businesses to manage inbound and outbound calls efficiently.
• You can integrate your call center software with existing eCommerce applications, CRM, marketing solutions and CX software to get a powerful platform which can meet all kinds of organizational needs.
• Customers are willing to pay more for a better customer experience, leading to higher chances of converting leads. Technologies such as AI, self-service, chatbots and automated free up agents from routine tier-1 support requests, allow employees to focus on more complex issues.
• AI-driven automated contact center services aren’t constrained by public holidays or time zones. Businesses can deliver on customer service expectations and resolve issues quickly.
• Before making a final decision on which software to use, it’s important to conduct thorough research to determine your needs and find the product that serves them best.

Types of Call Center Software

• Outbound Call Center: Helps sales and support representatives engage with customers on behalf of a business for sales, telemarketing, fundraising and surveys. Outbound call center software offers tools like spam checking and detection, auto-dialer tools and campaign management.
• Inbound Call Center: Lets clients connect with a company to resolve a service or product query. It can also help businesses dispatch technicians and schedule appointments. Inbound call center software offers features like auto-attendant systems, IVR (interactive voice response) and voicemail.
• Blended: Manages both inbound and outbound calls. Employees can also fill in for each other while handling all the customer interactions while boosting the team’s productivity.

Best Call Center Software

Navigating the inundated market of call center software can be overwhelming. To help you choose the best option, we’ve listed five of the top products on the market today. Check out our picks below!

RingCentral Contact Center

RingCentral Contact Center is a unified contact center management, collaboration and communications system. It streamlines and organizes call center operations, enhances collaboration, improves lead conversion and ensures high customer service standards. RingCentral comes with comprehensive tools for both inbound and outbound call management as well as omni-channel communications.

Call management with RingCentral. Source

Product Overview

Highest Rated Modules

Avaya

Avaya is a cloud-based business communications and contact center automation tool. It offers unified communications, enhanced collaboration, workforce engagement and extensive support for both inbound and outbound call management.

Avaya also offers device-as-a-service options which allow you to lease call center infrastructure. The platform offers several different packages, making it flexible and customizable to your needs.

Call center management with Avaya. Source

Product Overview

Highest Rated Modules

Vonage Contact Center

Vonage Contact Center is a cloud-based call center management tool and phone system that offers a reliable, secure and easy-to-use platform for both inbound and outbound call centers.

Vonage offers extensive call management and collaboration tools to help you provide high quality customer service. It also offers campaign management tools for telemarketing operations and auto-dialers to help improve the efficiency of outbound call centers.

Vonage dashboard. Source

Product Overview

Highest Rated Modules

Cisco Contact Center

Cisco Contact Center is a comprehensive call center management solution. It offers a unified, open platform, custom workflow builder, AI-based virtual agent support, predictive analysis and an array of features to help you build a modern, competitive call center. Cisco Contact Center allows you to enhance employee productivity, optimize your workflows and create better customer experiences.

Call center analytics with Cisco Contact Center Solution. Source

Product Overview

Highest Rated Modules

Bright Pattern

Bright Pattern is a cloud-based, omni-channel contact center system that can streamline interactions, enhance service quality and boost customer retention. Bright Pattern allows agents to switch between different communications channels to offer comprehensive support.

It can be integrated with your CRM to enable more personalized service. It also supports remote agents and virtual call centers.

Bright Pattern agent dashboard. Source

Product Overview

Highest Rated Modules

Deployment Methods

Although vendors these days offer many on-premise and cloud-based tools for call center software, comparing all the deployment options can be pretty challenging. Let's look at the features that each deployment method offers and how it can benefit your business.

On-Premise

Many organizations prefer on-premise call center systems because they find them more affordable compared to a subscription model. On-premise software usually requires a one-time payment, although future maintenance costs and upgrades may cost extra.

Organizations deploy the system on the premises, and its infrastructure is maintained either by in-house IT staff or by third-party service providers. Because everything is stored on private, internal servers, it offers more data security than cloud deployment. On-premise deployment is more suitable when companies have their own dedicated IT staff who can constantly maintain and update the software and hardware.

Cloud-Based

Other companies like cloud-based models because of accessibility and ease of deployment. This system is more suitable for organizations who don't want to incur the costs of a dedicated IT staff and on-site infrastructure. It’s also ideal for remote offices as it can be accessed from anywhere.

The most common downside of this deployment method is latency issues since the software's performance depends on internet speed and access. Such problems downgrade its functionality. Moreover, companies might also have to pay for additional licenses, upgrades and add-ons alongside monthly subscription fees.

Hybrid

A hybrid cloud solution offers the flexibility of cloud-based deployment combined with the security of on-premise deployment. It also provides scalability and data security to ensure optimal performance. While a hybrid solution may cost you more initially, it offers advantages like a centralized infrastructure, complete data security and optimum compatibility with chosen cloud services in terms of performance.

Which deployment method will suit your business will depend on your requirements, budget and available infrastructure. Companies with limited IT support and infrastructure can go for cloud-based, SaaS solutions. Large companies with existing hardware and in-house expertise might consider on-premise or hybrid solutions. However, these rules aren't fixed, so keep your business's unique situation and select the correct deployment method.

Primary Benefits

Call center software can help you optimize many of your call center’s operations. Let’s take a look at some of its main advantages.

Advanced Call Analytics

If you want to run a successful call center, you need to be constantly looking for opportunities for improvement and growth. Tracking relevant call center metrics and KPIs is crucial because it helps you figure out what you’re doing well and where you need to improve.

Contact center management systems can generate customized reports that track customer satisfaction rates, call volume and the latest trends. You can also track peak days to handle staff schedules efficiently and ensure constant services. These tools also help agents to measure call center performance and enhance productivity.

Cost-Effectiveness

When it comes to call center functions, time is money! You can’t allow call representatives to waste time on one call or perform poorly, which can spoil customer relations. Salesforce found that 83% of customers expect to engage with someone immediately when they contact a company. Tools like auto-attendant systems and IVR can help you meet these expectations.

With automation, you require fewer resources and time to manage support operations, streamline customer communications and encourage faster query resolution.

Better Customer Experience

Tools like automatic call distribution, time-based routing and follow-the-sun routing give customers access to agents around the clock, helping them get support as soon as they need it.

Customized voice greetings display a professional impression and forge lasting relationships with customers. The software also gives agents real-time information about past trends, individual preferences and call history, which can help them deliver personalized customer service, something that a 2023 Zendesk report found influences purchasing decisions for 70% of customers.

Improved Security

Cloud-based call center platforms store data in a cloud which reduces the risk of data loss. The software also enforces stringent security protocols in compliance with GDPR, including user access controls, password protection and data encryption to ensure that no unauthorized person can access or misuse sensitive information.

Cisco found that 79% of consumers care about data privacy to the degree that it affects their purchasing decisions. It’s important to make a commitment to consumer data protection, not just for ethical and legal reasons, but also to maintain consumer trust.

Higher First-Call Resolution

First-call resolution is one of the most critical call center metrics that businesses use to improve operational efficiency. Contact center software provides a real-time data repository about customers to help agents offer faster service, understand complaints better and resolve problems on the first call.

Zendesk, in 2022, found that customers today have higher expectations from companies. In fact, 61% of consumers would switch to a competitor after having just one negative experience with a company. Higher first-call resolution rates reduce the chances of that happening.

Team Collaboration

Call center software provides a centralized interface that allows agents across all departments to share real-time information and discuss customer support tasks. Agents can also monitor or track interactions, duties, and service cases completed by peers, enabling team members to facilitate two-way information flow and provide an excellent customer experience.

Collaboration can improve productivity on both the individual and team levels, and encourages a feeling of camaraderie. Collaborative customer service improves both employee experiences and customer experiences.

Implementation Goals

Basic Features & Functionality

Let’s look at some features that are must-haves for any call center software.

Advanced Features to Consider

These advanced features aren’t as essential to your software as the basics, but they provide valuable capabilities that are definitely worth considering.

Current & Upcoming Trends

Keeping up with trends is essential to growing a business in any industry. The landscape is always changing, so being on the cutting edge helps you stay competitive at every turn. Here are some current and upcoming trends in the call center industry that you should be aware of.

AI Integration

AI adoption has increased across all industries. According to McKinsey, contact center automation was one of the most popular applications of AI in 2022. The market size for AI based chatbots was valued at 3.02 billion USD in 2022 and is projected to rise to 24.58 billion USD by 2030.

AI needs to be used judiciously. While it can be used to reduce agent workloads, automate repetitive tasks and provide smarter analytics, it doesn’t eliminate the need for human agents: customers still prefer human interaction over chatbots. It’s important to integrate AI in a way that enhances customer experience without taking away the human touch.

Partner Management

According to Statista, global spending on business process outsourcing (BPO) is expected to be around 212 billion USD in 2023. In 2018, this number was 170.4 billion USD. A considerable segment of companies prefer outsourcing call center operations overseas to third-party service providers. This is especially true of customer service centers. According to Deloitte, 76% of companies outsource customer service.

Businesses using external call centers require robust reporting and partner management features that help managers monitor service channels and indirect sales. They can also collaborate on key performance indicators (KPIs) and shared goals.

Multichannel Support

As technology continues to accelerate convenience, consumers are developing new preferences for interacting with agents.Contact centers today engage with customers through more than just phone calls. A growing number of business conversations occur through instant messages and chat, social media, video calls and even text messaging. Omnichannel support can help agents answer customer questions quickly without long hold times.

A 2022 report by Zendesk found that 93% of consumers would spend more time with companies that offered them support through their preferred channel, demonstrating how important it is to meet customers on the platforms they use most.

Customer Self-Service

Customer self-service options like knowledge bases, FAQs and online portals have gained significant popularity among consumers. The same Zendesk survey mentioned above found that 89% of consumers would spend more time with companies that allowed them to find answers to their queries without having to contact anyone.

Customers today are increasingly looking to empower themselves and want to find their own solutions. As end-users migrate to self-service options, call centers witness fewer help desk tickets and an increased need to curate and create online self-service resources.

Employee Engagement

According to a landmark Gallup poll, around 32% of workers in the USA aren’t engaged, 63% are disengaged and one in every five isn’t sure whether their employer will provide constructive feedback on their progress. Moreover, customer support systems are more prone to employee disengagement because of the pressure of quota and KPIs, repetitive work and stress from angry callers.

Reports by McKinsey indicate that business leaders are aware of the need to reduce attrition and retain talent. When your employees are engaged, you generally end up with more satisfied customers. To improve your agents’ performances and keep them motivated, call center managers have started using employee engagement software to include game elements or a rewards system such as bonuses or promotions.

Software Comparison Strategy

The market for call center software is inundated with options, and it’s intimidating to try to navigate if you’re unfamiliar with it. Before you start comparing different platforms, you need to have a clear strategy.

While searching for software, create a requirements checklist to give yourself more clarity on the features you need. You can use our requirements template as a starting point for this. Next, try to figure out which of your requirements are must-haves and which ones would be nice to have but not essential.

Once you have a clearer picture of what you need, compare vendors or talk to our experts who can assist you with the best product depending on your budget, requirements and eligibility.

Cost & Pricing Considerations

The cost of call center software can make or break an organization’s decision to purchase it. To maximize the return on your investment, make sure the tool you choose is practical and fits within your budget.

While narrowing down options, check the cost of deployment and implementation support. Cloud-based software generally comes with a subscription-based payment plan, giving it a lower cost of entry, while on-premise usually requires a one-time payment upfront, which could save money in the long run.

Implementation is generally simple and inexpensive for cloud-based software since everything is hosted on the vendor’s servers. For on-premise deployment, if the vendor doesn’t include implementation and maintenance support in their package, you should factor in the added cost of hiring an external IT team or creating one in-house.

Moreover, check data storage limits, the plan’s user capacity and any crucial add-ons and upgrades. Verify whether your package gives you the ability to provide support to your customers through multiple channels, including phone, email, chat and ticket creation. If not, you may need to subscribe to a more expensive plan. You can check pricing details on the vendor’s website to help determine which product is a good fit for your business.

Questions To Ask Yourself

Selecting software is a complex process and what works for one organization may not be the best option for the other. Before deciding on a product, yourself these questions to help evaluate the software within the context of your organization’s needs:

• Which features of this software will be most helpful to me?
• What are the company’s present and future priorities?
• Who will use the call center system and what do they expect in terms of must-have and nice-to-have features?
• What problems are agents seeking to solve with the call center platform?
• What’s your budget? Are you overpaying for your chosen solution?
• Will the new call center system be able to integrate with your organization’s current or future technologies?
• How well will it replace or enhance the functionalities of the existing system?
• How much customization will the new call center system require before installation?
• Does your organization have IT resources to help with deployment?

Questions To Ask Vendors

About the Software

It’s important that you understand everything about the product before committing to a purchase. Here are some ideas for questions you can ask potential vendors when shopping for a product:

• How scalable is the software?
• Do updates occur automatically and if not how often are they offered?
• Does the software offer VoIP support?
• How well does the software integrate with other call center and CRM tools?
• What features cost extra?
• How customizable is the software?
• Are there pre-built templates available?
• How can users share or collaborate on dashboards?
• Does the software offer remote agent support?

About the Vendor

Have a detailed conversation with vendors to understand how well they cater to your company’s requirements. Here are some questions to ask vendors to get a better sense of how they provide services:

• Does the call center platform support data migration?
• How much do I have to pay for upgrades and add-ons?
• Will there be any onboarding training?
• How many years of experience do you have with this software?
• How long will onboarding and implementation take?

Next Steps

Call center software streamlines critical parts of your customer support and marketing processes. It helps you to create long-term relationships with customers and stay on top of leads through modern and robust tools to improve communication, collaboration and team workflows.

Choosing the right call center software provider can be overwhelming, which is why you keep the most important requirements in mind while comparing different solutions. Our free comparison report can help you properly weigh your options before making a final decision. Undertaking proper research before adopting a call center platform can help you improve organizational workflows and offer unmatched results.

Product Comparisons

• RingCentral Contact Center vs. Avaya
• Vonage Contact Center vs. Avaya
• RingCentral Contact Center vs. Vonage Contact Center
• Cisco Contact Center vs. Bright Pattern
• Bright Pattern vs. Vonage Contact Center

Additional Resources

• Call Center Software Requirements Checklist
• Call Center Metrics And KPIs: A Comprehensive Guide
• What Are Virtual Call Centers? A Comprehensive Guide