Best Features in Calling Software for Call Center To Boost Your Profits

A s a business looking for appropriate calling software for call centers, it can be a hassle to pick up the best, especially considering the number of options. There are many top software that one cannot ignore; they all have amazing features and are easy to use. However, features that fit your requirements are more important than having software with advanced features you will never use. It is never helpful investing in expensive software with no useful features and neither is purchasing budget-friendly software with limited software that struggles in catering to your business needs. 

When picking the best calling software for your call center, here are some things to consider:

• Does the solution support multiple channels?
• What do the reports look like?
• Is it easy to integrate?
• Can the ACD handle our routing rules?

Important Features of Calling software

While choosing a software you need to be aware of all the challenges and obstacles your company can and will face. Based on experience, pick the one that answers all your worries. Currently, there are many challenges faced by call centers such as:

Customer Experience

Businesses value and compete over customer experience, they all want to make the best impression and have more customers choose them. Everything from advertisements to customer service plays a huge role in customer experience. So, picking a software that seamlessly connects your customers with you is an important feature to look for.

Going Digital

Customers demand accessible options. Whether it is through email, social media, chat, or the company app. It is more convenient for customers to choose their way of communication and interacting with the business in their comfort zone rather than having one call option only. Hence many companies have shifted their phone-only call center into a contact center that can provide more ways of communication. Hence, your software providers should be flexible.  

Agent Turnovers

For a long time call centers have battled with high agent turnover. Agents quit due to too much stress, repetitive work, low pay, no promotion, and lack of development opportunities. Due to high turnover, the companies face operational problems and it is expensive to deal with. 

Here are some useful features that will help your call center address their most burning challenges:

Omnichannel Routing

This is a customer service designed by different support channels that help customers change their choice of interaction. If a customer was on a phone call they can shift into chatting or anything else. This helps customers feel more comfortable and choose their own method of interaction.

Omnichannel Forecasting

You need to think of how you will predict contact volume from your new channel if you are going digital. The best workforce management (WFM) software supports multi-channel forecasting but also applies omnichannel concepts.

IVR (Interactive Voice Response)

The customer interaction with menus and automated systems during calls. This enables a customer-agent matching process which will have customers use their voice to communicate through the phone call rather than using the phone's keypad. This will ensure that customers will not abandon their calls.

Natural Speech Recognition

This will eliminate the need of using your mobile phone’s keypad and rather have you use your voice to communicate. This will help with a better customer experience as it will be a quicker and convenient way compared to the traditional IVR.  

CRM Integration for Customer Context

It is frustrating for both agents and customers when the customer has to repeat their issue to several agents. To avoid this, call centers tools provide context through CTI (computer-telephony integration). This is when a customer calls this feature will identify and show the customer's previous interactions so that the agent can refer to them and be able to help their individual needs. 

Reporting

Reporting can establish the regular issues that customers often call about. It also presents how much your support team can cover and thus show where your team lacks to train them.

Top 10 software for Calling Centers in America  

Here are the top 10 software with top-notch features and competitive prices to help your business connect with the consumers:

1. Five9 Cloud Contact center Software
2. HubSpot
3. RingCentral Contact center
4. CloudTalk Business Phone System 
5. LiveAgent 
6. Nextiva 
7. 8*8 Virtual Call center
8. Talkdesk Cloud Platform 
9. Bitrix24
10. Aircall 

Call centers need the best calling software for call centers in order to satisfy their needs and provide the best customer experience. In order to make that happen, it is crucial to look for the features that match your needs and overcome any challenges you may face. 

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