Best Call Center Software For Your Business – Ameyo

A Complete Guide to

Call Center Software

Dive into every aspect of modern call center software to choose the best for your business

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Introduction to Modern Call Center Software

Customer Acquisition is important for every business, and for this, connecting to potential prospects is what we all have on the top of our minds.
But what after you acquire new prospects?
Customer Retention!
Customer retention is even more crucial for any business to scale new heights. However, it is not as easy as it sounds!
Businesses are utilizing the significant virtues of telemarketing and seamless customer service to aware, engage, and retain potential customers. Let’s see how you can too win your customers, exceptionally!
One of the most common requirements of every business is to set up a simple call center where they can have dedicated agents to make and receive calls.

A call center is essentially

  • A place for customers to call in when they have queries related to products and services of a business. It is called an Inbound Call Center.
  • A place where businesses have dedicated agents calling potential prospects in order to sell, upsell, or cross-sell their products and services. It is called an Outbound Call Center.
With the evolution of technology in the last decade, call center software has transformed into contact center software, capable of catering to clients through different interaction channels- Voice, Email, Chat, and Social Media.
In this guide, we will keep our discussion specific to call center software solutions and help you to choose the best call center software that fits in your business requirements.

What is the purpose of your business and why do you need a call center software?

You are reading this guide because you want to set up a call center for your business, but are you clear on the purpose? Okay, let’s go with all possible questions to make the purpose clear.
  • How does your business interact with customers- Receive Customer Queries or Call Prospects?
  • What is your average call volume?
  • What agent performance metrics you would like to monitor?
  • What is your budget?
  • What would be your preferred deployment- On-Premise or Cloud Call Center Software?
Now that you have a clear picture of your purpose, let’s see two different scenarios- Inbound Call Center and Outbound Call Center.

Inbound Call Center Software: Customer Support System

For an inbound call center setup, you need to know about these significant features of advanced customer care software. Here you go!

Interactive Voice Response (IVR)

Interactive Voice Response is a must-have for modern call centers. Right from a welcome greeting to self-service capabilities, an IVR is a true survivor when it comes to agent productivity under high call volume.
But this certainly doesn’t suggest to choose any IVR prompt in order to keep your customers engaged, make sure you choose the right prompt that is clear and understandable and assists your customers to reach the right agent, based on different routing algorithms.
IVR-designing
intelligent-routing

Call Routing

Your customers are different- in the languages they speak, in the behavior patterns, and in the transactional patterns. Similarly, your agents are different based on the skills they have expertise in, languages they are proficient in, and years of experience they are carrying. So the point of incorporating intelligent routing algorithms is to route customers to the right agents.
Call routing can be of various types- Persona-based Routing, Skill-Based Routing, Preferred Agent Routing, and Behavior-based Routing. Connecting customers to the right agent ensures an improved Customer Satisfaction (CSAT) rate.

API Integration

A good CRM or helpdesk software is a major requirement of growing customer care centers to be able to get all customer data and queries in one place. You can integrate this CRM or helpdesk software with your telephony counterpart to empower your agents to manage and call customers via a single window.
This saves your agents’ time that otherwise goes in vain while toggling between different windows for scattered customer information and separate telephony.
MobileSDK
monitor-agent

Call Monitoring

Modern call center management software offer advanced call monitoring advantage. It provides you with call recordings that may help your supervisors and managers to listen to the recorded conversations between agents and customers and help the agents to improvise the conversation and overall process.
Further, some call center automation software empower agents with Self Monitoring feature as well as supervisors with Call Monitoring feature that includes snooping, barging, and whispering during the live calls in order to maintain the standards of call quality.
Many inbound call centers prefer to have this feature in their call center solution where they can download and listen to the previous call recordings as well as get into the live calls for improved CSAT. There are a number of advanced features that you may go through via the link provided below.

Reporting and Analytics

Precise reporting and accurate analytics is the main front requirement of a call center and this is quite often the major painstaking element for call center software providers.
Supervisors and managers like to keep track of agents’ live performance as well as some other parameters- call summary, customer details, important or missed event notifications. It calls for a comprehensive reporting and analytics capabilities of the call center.

Outbound Call Center Software- Sales and Telemarketing

When it comes to sales and telemarketing, outbound call center software should incorporate the below features. Scroll down and check if you too would like to have them in your call center software solution.

Auto Dialer

Businesses are heading towards smart dialers that work seamlessly on intelligent dialing strategies. Auto dialers (call center calling software) can help you with Filter-Based Calling which allows you to filter your calling list based on geography, targeted group of prospects’, and many other factors. This bestows you with improvement in overall productivity.
Dial Time Restriction is another virtue of auto dialers. It lets you define time restrictions based on geography-specific time zones and other parameters. This makes sure that you are calling your prospects at the right time!
There are more such features of auto call dialers that may include Answering Machine Detection, Retry Time Settings, and DNC Management.
ivr-input
IVR-designing

IVR Blaster

Voice Blaster, broadcast dialing, or IVR blaster is an innovative, mass communication technique that allows businesses to send massive phone calls instantly and simultaneously.
It allows you to send a prerecorded message to thousands of phones from your targeted dialing list using technologies like IVR and predictive dialers. This broadcast dialing empowers call centers to cut costs while also improving caller experiences.

Reporting and Analytics

Precise reporting and accurate analytics is the main front requirement of a call center and this is quite often the major painstaking element for call center software providers.
Supervisors and managers like to keep track of agents’ live performance as well as some other parameters- call summary, customer details, important or missed event notifications. It calls for a comprehensive reporting and analytics capabilities of the call center.
real-time-data
monitor-agent

Call Monitoring

Modern call center management software offer advanced call monitoring advantage. It provides you with call recordings that may help your supervisors and managers to listen to the recorded conversations between agents and customers and help the agents to improvise the conversation and overall process.
Further, some call center automation software empower agents with Self Monitoring feature as well as supervisors with Call Monitoring feature that includes snooping, barging, and whispering during the live calls in order to maintain the standards of call quality.
Many inbound call centers prefer to have this feature in their call center solution where they can download and listen to the previous call recordings as well as get into the live calls for improved CSAT. There are a number of advanced features that you may go through via the link provided below.

API Integration

A good CRM or helpdesk software is a major requirement of growing customer care centers to be able to get all customer data and queries in one place. You can integrate this CRM or helpdesk software with your telephony counterpart to empower your agents to manage and call customers via a single window.
This saves your agents’ time that otherwise goes in vain while toggling between different windows for scattered customer information and separate telephony.
MobileSDK
Now when you understand the important elements required to get ahead of the chase in the market competition, let’s move our discussion to deployment techniques and fair comparison between them.

Deployment Techniques

How would you choose between on-premise and cloud-based call center software?
Let’s discuss both of these, one-by-one with a meaning differentiation between the two in order to enable you to choose the best fit for your business.

On-Premise Call Center Software

An on-premise call center solution indicates that your call center’s communication hardware, software, and infrastructure are physically deployed in your business premises.
In this configuration, the dedicated communication servers can be PBX or IP PBX. Your IT team is responsible for taking care of installation, maintenance, and upkeep of the hardware involved, from servers to headsets and integration support, everything is controlled by the business internally.

Cloud Call Center Software

Cloud call center software is hosted in the cloud by your software service provider. You may access the service through an app installed on their computer or mobile.
This configuration depends on internet access with sufficient bandwidth to comfortably accommodate all users. Your call center’s data is hosted on the cloud, and the corresponding servers either belong to the service provider, or to a third party involved.

On-Premise vs Cloud-Based Call Center Software

Business Parameter On-premise Call Center On-Cloud Call Center
Time to Market Setting up an on-premise solution takes longer due to hardware purchase Shorter time to set up. Requires installation of apps and an internet connection
Cost Require upfront costs for hardware, licenses, and onsite servers Hardware cost reduced as the solution is hosted on cloud
Scalability Demands more time, effort and money Easily done across all setup locations
Reliability Might have more stable technology to help eliminate call lag or lower call quality High call quality when organizations have strong, reliable internet connections
Business Continuity Time lag due to manual switch over to a different server in case of a disaster Smoother transition and no lag in case of a disaster

Call Center Software for Businesses

Call Center Software for Healthcare

Healthcare call center software improves patient experience and staff efficiency by using advanced calling capabilities. It puts the patient first by providing interactions over advanced voice channels.
By adhering to mandatory compliance regulations, hospitals and healthcare systems can utilize an innovative and easy-to-use call center software for hassle-free patient-hospital interactions- patient queries or appointments.
Major benefits can be recognized as:
  • Improve Patient Experience
  • Securely Maintain Patient Records
  • Faster Complaint Redressal
  • Post Discharge Engagement
Healthcare
Ecommerce

Call Center Software for Ecommerce

Call center solution for ECommerce businesses is just the right solution to set up effective and efficient customer engagement and turn into a profitable venture.
The E-commerce industry delivers exceptional customer service by providing superior service levels. A flexible and cost-effective technology solution that enables you to provide proactive customer service by automating your service delivery processes and day-to-day operations.
Major benefits can be recognized as:
  • Seamless Customer Experience
  • Increased Agents’ Efficiency
  • Build Personal Touch with Customers
  • Hassle-Free Self-Service

Call Center Software for Small and Medium Businesses (SME)

Just because a business is just starting off, does not mean they do not require a call center. Small businesses do not have a lot of people, they are usually working on a bootstrap business model. But customers expect a quick response for every query and a call center software will just empower you to do that. Whether the company outsources the call center operations or keep them in-house, the fact remains that with a robust call center in place, handling customer interactions (inbound or outbound) becomes seamless.
Major benefits can be recognized as:
  • Managed Leads
  • Data-Driven Decisions
  • Automated Tasks and Actions
  • Improved CSAT and Sales
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customer-engagement

Call Center Software for Enterprises

For an enterprise, delivering a delightful customer experience has become more of a hygiene factor. They require a solution that takes care of all the possible interactions to engage and serve their customers consistently with scalable CSAT. A call center solution that caters to inbound, outbound, as well as blended campaigns is a strategic part of enterprises.
Major benefits can be recognized as:
  • Highly Managed Leads
  • Improved Agent Productivity
  • Data-Driven Decisions
  • Improved ROI

I hope this guide answers all your dilemmas about call center software!