Cloud-Based Call Center
Cloud-based call centers store their call center technology on the cloud and have it hosted and supported by a third-party vendor. The technology behind a cloud call center is typically based on automatic call distribution (ACD) and interactive voice response (IVR).
Features of Call Center Software
Choosing the right call center software for your team depends on your specific needs. Based on the way in which you intend to use the tool, each tool has benefits and drawbacks. Identify your top choices of desired features and then make a list of your top choices in order to understand which tool is right for you. The following are a few features to consider when you are searching for the best tool.
1. Omnichannel
As a call center software user, you might also support your customers through other channels (like chat, email, and social media). When selecting call center software, make sure that it integrates well with your other communication channels.
ICTDialer has discovered that a unified customer experience can reduce friction and improve the efficiency of front-line professionals. You should log incoming calls on your help desk, so agents can manually follow up via email. It will enable your entire team to see context from previous customer interactions, regardless of whether they took place Telephone or online are more likely to carry more data. So, you’ll be able to offer consistent customer service, no matter what channel customers use.
2. Call Routing
In a call center Software, call routing is the process of placing incoming calls in a queue, which are then directed to a specific person or group of people based on pre-established rules and criteria. Routing occurs before anyone at the receiving end picks up the phone.
3. CRM Integration for Customer Context
A customer’s frustration is that they must repeat their issue multiple times, as well as provide a summary of their previous interactions.In this way, they don’t have to repeat themselves since they can quickly refer to past interactions with customers. An agent can keep track of trends in product use and ensure the customer won’t have to contact them again in the future about the same issue.
With call center tools, customers can gain context through CTI pop-ups (computer telephony integration) that provide information about their phone number and previous interactions with the company. If you want to give your agents enough context to help, you must understand how the software you are evaluating logs calls and integrates with other systems (like your CRM).
4. Cloud-Based Calling
To sync their online databases with call centers operating on cloud networks, cloud-based calling systems are required. An IP phone system or VoIP system runs over the internet instead of a traditional phone line, making it possible to use cloud-based calling.
Third-party providers typically provide this service, but it’s usually cheaper to install and maintain than regular landlines. VoIP does not require an on-premises installation. There are no maintenance and infrastructure costs associated with traditional phone lines, which are usually associated with traditional phone lines.
5. Reporting
A call center manager has to keep a pulse on metrics like incoming call volume, call trends, and agent efficiency to manage the center effectively. If you don’t know how your team is handling fluctuations in traffic, you can’t effectively manage scheduling or plan for the future. It is possible to identify common issues that your customers call about through reporting, highlight insufficient coverage of your support services, and highlight training opportunities.
6. Outgoing Calls
There are many uses for call center software besides inbound customer service. It might be necessary for agents to make outbound calls if your company offers proactive customer support options. Call center software might be the tool used by your sales team to contact prospects.
If your contact center includes sales reps or agents tasked with making outgoing calls, be sure your software has an automatic dialer and call logging capabilities so your CRM is always up-to-date.
7. Usage Pricing
Check out how much the software costs per phone call or per use. The rate per minute you are charged may differ depending on how your phone number is assigned by your software. Be sure to confirm the package’s inclusions and how much each call and minute will cost before you sign onto any new phone lines.
8. Interactive Voice Response
Your customers will be able to contact your support team before speaking with an automated system through an interactive voice response. Although your customer may not enjoy talking to a device, the option may allow them to resolve some of their issues or provide basic information that will help your company better serve them.
Your team will manage call volume with our IVR features and collect customer information automatically. As soon as the customer speaks with a human, the information they provide is automatically gathered. Detailed information about duplicate needs has already been collected, so the customer will not have to repeat themselves.
9. Call Scripting
You should consider a call center software that includes a scripting feature if you handle a high volume of similar calls. In the same way that a chatbot quickly recognizes specific words in a customer’s email, a call script can offer troubleshooting instructions based on a common answer. By looking at the script history, you should be able to better personalize your response.
The ability to create a common script that all your agents can use could also come in handy if a call scripting feature is provided. Regardless of the agent they speak with, the customer gets a consistent experience.
10. Escalation Management
Call center software that provides escalation management for customer support queries will help you handle the process efficiently. Whenever a customer calls with an issue, they should be able to reach the appropriate party at each stage of the process. You should also let your agents de-escalate issues through your call center software by offering vouchers, discounts, or refunds on a single call.
The 15 best Cloud-Based Unified Communications Call Center Platforms?
Nowadays customers tend to prefer telephone support when they contact customer service. Customer service agents and clients naturally build trust through the familiarity and immediacy of talking on the phone.
Growing companies can face major challenges in managing their telephone support. Though it’s sometimes a great way to support customers, it also has the disadvantages of taking more time, being less cost-effective, and being harder to measure.
List of 15 Cloud-Based Call Center Platform
- ICTDialer
- Five9
- Nextiva
- Cloud Talk
- Callhub
- Dialmycalls
- Callloop
- Dialer360
- Dialpad
- Ringcentral
- Hubspot
- Zendesk
- Bitrix24
- Air Call
- Twilio
1. ICTDialer
ICTDialer is a hosted unified communications contact center that supports Voice, SMS and Fax communications technologies. You need an internet and web browser to access ICTDialer Cloud platform. It will empower you to market and interact with your customers using multiple communication technologies.
The ICTDialer is a cloud-based call center platform that serves customers worldwide. ICTDialer is revolutionary step towards modern communications as ICTDialer platform allows layman to design and implement advance communications business scenarios with ease using drag and drop IVR Designer platform, you can make and receive phone calls, send and receive text messages, Video conferencing, send or receive emails and perform other communication functions using its web based IVR Designer drag and drop tools.
If you use ICTDialer software, you will not need any type of system and SIP trunks in order to call and run your campaign. By purchasing their packages, ICTDialer provides a cloud-based call center platform which allows you to call anywhere in the world. The ICTDialer software creates better customer experiences and improves contact center productivity without the high maintenance and capital costs associated with premise- based systems.
2. Five9
Five9 provides cloud contact center software. As a company, we are passionate about transforming contact centers into customer engagement centers of excellence. Moreover, he has extensive knowledge of the cost and complexity involved in running a contact center.
Without the high capital costs and maintenance requirements associated with premise-based systems, Five9 software provides better customer experiences without compromising contact center productivity.
Our team takes the time to fully understand our customers’ requirements, developing deployments that are tailored to their specific needs, as well as performing data collection and analytics to improve operations, optimize usage, and drive better business results.
3. Nextiva
These leading CRMs and others are seamlessly integrated with Nextiva, allowing you to take advantage of the company’s streamlined click-to-call feature. Nextiva uses Go Integrator to integrate with your CRM software. By enabling click-to-dial, you’ll be able to initiate a call by clicking just the phone icon next to a contact in your CRM.
In CRMs such as Salesforce, HubSpot, and others, lists can be segmented and split to make outbound calling sprints more efficient. Even though Nextiva is not a true auto dialer, it reduces a lot of time and manual effort while giving your team a full picture of the contacts they are dialing.
4. CloudTalk
This innovative call center software provides customers with unique tools that allow them to work effectively. Its custom queue feature, for instance, lets teams decide how incoming calls will be distributed between members. When a customer calls CloudTalk, their inbound calls are automatically routed to the best agent to resolve the issue. By doing so, call transfers are no longer required, which can add friction to the customer experience.
Additionally, CloudTalk offers customizable voicemails. The customer can leave a voicemail for an agent to return later if your team is unavailable. This way, your customers won’t be left waiting on hold for hours to speak with someone on your team. Rather, they can leave an email, go back to work, and wait for your team to reach out with a prepared solution.
5. Callhub
We created CallHub so that anyone who wants to reach their contacts on a large scale through phone calls or texts can get it. As a result, the product initially found a niche within political campaigns. Through integrations with CRMs like NationBuilder, customers could easily sync their data to CallHub and start running campaigns in no time.
These campaigns were able to reach their supporters quickly with important messages, collect information, and encourage them to register or vote using CallHub. Nonetheless, we didn’t want to be a platform for solely political campaigns. The process of building relationships through conversation is a vision that applies to all types of relationships.
This is why we focused our efforts on building a platform where anyone can start building relationships with their contacts. Our efforts have paid off. CallHub is the platform of choice for all types of organizations, from charities to educational institutions.
6. Dialmycalls
Originally, DialMyCalls was founded at the University of Central Florida around 1999. The company was founded as a wake-up call service, offering one of the first web-based wake-up services. You could choose your wake up time and manage it right online. In the beginning, it was only a side project that we actually made the first calls by ourselves in the morning. Having spent a couple months without sleep, we figured there had to be a business opportunity here, and we soon developed our first round of calls technology to schedule and place the calls automatically each morning.
We were able to place the calls directly by developing our own proprietary technology that linked our system to telephone networks. With tens of thousands of customers across the United States and Canada, our Wake Up service became one of the largest on the Internet. DialMyCalls was born in 2007 when we saw countless requests for users to be able to send their own messages using our automated calling technology.
7. Callloop
We’re all in one text messaging & calling software. We deliver fast, efficient, results every time! We help you take advantage of the power of text-to-join and mobile keywords, web forms, and our integration partners to build your list. Send mass text messages for appointments, create SMS contests, and set up voice & SMS autoresponders to drive sales with Call Loop.
Call Loop is the best tool to automate phone calls and broadcast voice messages. All you need to do is record a voice message and set a send time and date. We’ll deliver it to a few, maybe a couple hundred. Tens of thousands of contacts in minutes.
8. Dialer360
Dialer360 is a leading call center dialer software that improves your agents’ productivity and allows them to handle more customer calls in less time for high volume. With us, you will be able to deliver an efficient and cost-effective system for your call center. Our next-generation auto dialer and predictive dialer, Dialer360, is used to optimize your sales. We connect more leads intelligently in less time with dialogue-based artificial intelligence. Utilize our call center dialer software to simplify your infrastructure and make every call a smart call.
Our customers will receive excellent services with astonishing features from them. Call centers can benefit from using our products. Our smart and fastest dialer solutions will help you increase your productivity. We have built a smart calling center dialer that saves time and dials hundreds of leads at once. We provide expert and professional support 24 hours a day, 7 days a week, in order to help you to achieve your dream business.
9. Dialpad
Dialpad develops innovative, truly unified products powered by advanced AI technology. We make it easy for teams big and small to call, message, meet, and support their customers in one beautiful workspace.
DialPad Ai Contact Center provides you with a single app to access all of your customer interactions regardless of channel, from anywhere and on any device.
A key feature of Dialpad is its AI, which powers the built-in features like hyper-accurate voice transcription, sentiment analysis, agent coaching, chatbot self-service, and more, all in real-time.
Dialpad also integrates with popular CX tools such as HubSpot, Salesforce, and Zendesk, bringing them all together under a single pane of glass. Dialpad requires just a few minutes to set up a new contact center. Additionally, you can add and remove agents, manage phone numbers, and more, right from your Dialpad account. With DialPad, you can easily scale your business.
10. Ringcentral
American publicly traded company RingCentral, Inc. is in the business of providing cloud-based communication products and services to businesses. A software company founded by RingCentral CEO Vlad Shmunis and CTO Vlad Vendrow in 1999.
RingCentral is a flexible cloud-based phone system that can be accessed from both desktop and mobile devices. Among its unique features is “RingOut,” which allows users to call from any phone or web-enabled computer with a single touch. RingCentral also has powerful call delegation and answering rules to ensure that the right person is reached.
RingCentral is a comprehensive communications software solution that includes voice, fax, text, conferencing, and web conferencing. Your day-to-day calls, conferencing, and online meetings can all be dealt with through one application.
11. Hubspot
HubSpot develops and markets software for inbound marketing, sales, and customer service. Hubspot was founded by Brian Halligan and Dharmesh Shah in 2006. HubSpot is a marketing, sales, and service platform that helps companies to attract visitors, convert leads, and close & retain customers. It does this through a single source of truth, intuitive UX, and a unified codebase.
HubSpot has integrated Aircall with its CRM platform to provide help desk software that is fully integrated with the company’s sales and marketing systems. Regardless of who the customer speaks with, the agent on the front line has the information they need to solve the issue immediately. Employees can deliver a superior customer experience by putting this information into a single view.
The HubSpot call center software has advanced automation tools and insightful reporting that help you continuously improve customer service. All of the features of Service Hub integrate seamlessly with Aircall for phone support, such as a shared email inbox, live chat software, and self-service tools. The Lowest Plan for Aircall is $30 per month.
A software platform created to help companies market and sell more effectively is HubSpot. Taking everything into consideration, HubSpot is an “all-in-one marketing software” that provides tools for blogging, SEO, social media, email, landing pages, marketing automation, and web analytics.
12. Zendesk
Zendesk creates software to improve customer relationships through a service-first approach. Our employees are rewarded for their hard work and encourage them to innovate. We plant roots in the community where we conduct business. We provide software that is powerful, flexible, and can be customized to meet the needs of any business.
Zendesk is an easy-to-use, scalable customer service solution. We pride ourselves on designing smart products that help companies get started quickly and respond to customer needs as soon as possible. The Zendesk software is designed to be easy to use, which eliminates the need for complicated training and support materials.
Find out more about cloud computing for customer service with Zendesk’s cloud-based CRM, which offers all the benefits of cloud computing with a few easy-to-implement features.
13. Bitrix24
Bitrix24 is a collaboration software that offers tools for managing, collaborating, and communicating. BITRIX24 provides a unified platform for managing your files, projects, messages, tasks, and contacts. Upon registering for an account, you can immediately begin using the platform, and then invite your friends.
In Bitrix24, you can create agile information databases that can be managed with wiki software and open source tools. Plus, you can manage documents and files in a safe intranet as well as share knowledge.
We invite you to try out Bitrix24, a leading free CRM software company with over 10 million users worldwide, before making up your mind.
14. Aircall
When it comes to Aircall, this cloud-based call center can help your support team transform customer experiences. As mentioned before, this application comes packed with several features, such as IVR, cloud-based calling, call routing, and more. Further, the software provides such functions as skill-based routing, queue callbacks, live call monitoring, and call whispering.
A manager can provide advice behind the scenes to their teammates using the call whispering feature and make an impact right then and there. Such an approach will provide superior customer service and training.
Additionally, Aircall includes call center analytics, so you can monitor the performance of individual or team agents.
15. Twilio
We provide a trusted digital platform that connects you to customers on any channel, enables your teams to become more productive by providing modern engagement tools, and unlocks your data for engaging customers at scale.
Deliver modern and compliant engagement tools to your support, sales, and marketing teams to delight your customers and earn their trust.
Boost customer relationships with Twilio Flex, the world’s most flexible contact center platform and Frontline Twilio’s mobile-first customer engagement application for deskless workers. Get actionable insights from every customer interaction.
Twilio Intelligence for Voice provides you with the ability to analyze natural conversational signals, identifying and extracting important information.
Source: https://www.ictinnovations.com/top-15-cloud-based-call-center-platform
