What is software used in a call center?
Call Center software is a cloud-based business communication tool that makes it easier to handle high call volumes. It has features that help optimize call flows, give customers better and faster help, and automate business processes.
Call center software comes in three main types: inbound, outbound, and blended.
Inbound call centers get calls from customers or people who might become customers. Most of the time, they help and support customers, suggest products, take orders or set up appointments, collect payments, or help with account management.
Outbound call centers make calls to current or potential customers, usually for sales, surveys, fundraising, or even to spread the word about a political campaign. When you think of telemarketing, you think of a call center that makes calls to people.
Blended call centers make and take both incoming and outgoing calls for all of the reasons listed above and for any other business processes.
1. Five9:
Five9 is a cloud-based call center software that can be used for incoming, outgoing, and mixed calls. Five9 is mostly based on an AI-based workflow. Its GeniusTM Intelligent Omnichannel ACD system and screen pops give detailed customer information.
Pricing for Five9:
Plans for Five9 can be changed based on the number of users and the features they want. Prices are based on quotes, and basic plans start at $100 per agent per month. Plans at the top level can cost up to $175 per agent per month.
2. Talkdesk CX Cloud:
Talkdesk CX Cloud is a cloud-based call center solution that can be used for both inbound and outbound calls. Its main focus is on using automation to speed up overall resolution times and improve workflows. It does this in part by using its AI Agent Assist TM tool. This feature lets customer service agents get automated suggestions in real time. It does this by recognizing keywords and phrases and showing relevant information from internal wikis right away.
Prices for Talkdesk CX Cloud:
Talkdesk's prices depend on how many agents you want, how many phone numbers you want, and how much it costs to call. Prices are not listed publicly and are based on a quote, but plans with AI capabilities start at $65.00 per agent per month.
3. NICE CXone:
NICE CXone is cloud-based inbound, outbound, and blended call center software from NICE in Contact. It is mostly made for large organizations that get a lot of calls every day. It's a solution with a lot of different parts that work together to make multichannel communication and routing, analytics, workforce management, and other things easier.
Prices at NICE:
Prices for NICE CXone are not listed on the provider's website, but they are based on features instead of users. Prices start at $100 per month per feature.
4. Twilio Flex
Twilio Flex is a platform for an inbound/outbound call center that can be programmed to offer a lot of flexibility and customization. Through Twilio APIs, users can build their own call centers based on their needs, favorite integrations, most-used communication channels, and more.
Pricing for Twilio:
Twilio Flex has a pay-as-you-go per-hour plan for $1.00/active user hour or a per-month plan for $150.00/agent per month.
5. Dialpad
Dialpad is both an outbound and an inbound call center, but its main goal is to improve the speed and success rate of outbound sales calls through detailed coaching and a variety of dialing modes. One of its best parts is the sales outreach tool that is powered by AI. This feature includes handling objections, a sales playlist of successful sales calls to help agents learn, post-call analytics, and coaching for both individuals and groups.
Dialpad Pricing:
There are two paid plans for the Dial pad Contact Center: Pro and Enterprise. Prices are not posted, but the Outbound Dialer tool starts at $95.00/user/month.
6. Genesys Cloud CX :
Genesys Cloud CX is a cloud-based solution for inbound, outbound, and blended call centers. It focuses a lot on personalizing the customer experience based on how they've interacted with the company before and what they like. Its Intent Miner feature uses AI, customer interactions from the past, and an analysis of the customer journey to improve automated voice bots and increase the number of calls that are solved on the first call.
Pricing for Genesys:
Genesys Cloud CX has three plans that can be paid for either by the month or by the hour. The cost of the CX 1 plan is $75 per user per month, or $0.68 per user per hour. The cost of the CX2 plan is $110.00 per user per month or $0.99 per agent per month. The CX 3 plan costs $140.00 per user per month, or $1.26 per agent per hour.
7. Nextiva :
The Nextiva cloud call center can handle calls coming in, going out, and a mix of both. With the Enhanced Call Center Reporting Feature, it is especially known for its advanced reporting and analytics. Through key metrics like call types, agent availability, call length by type and agent, agent wrap-up time, and more, this tool shows how both callers and agents act.
Pricing for Nextiva:
The prices for the Nextiva Contact Center are no longer listed publicly, but as of August 2020, there were two plans: the Pro Plan, which cost $50 per user per month, and the Enterprise Plan, which cost $100 per user per month.
8.RingCentral :
RingCentral is an inbound, outbound, and digital call center platform and customer engagement solution that is made to increase and improve lead generation and agent efficiency. This is made possible by things like skills-based, personalized, VIP, and multichannel routing, as well as detailed information from customized customer surveys.
Costs for RingCentral:
As of this writing, the company's website does not list prices for Ring Central Contact Center. But there are three plans that you can choose from: Basic, Advanced, and Ultimate. Plans are based on quotes and can be changed.
9. Zendesk Talk
Zendesk is unique in that it has one call center solution for customer service (called "Service") and one call centre solution for sales and CRM (called "Sales"). Sunshine is an open-source platform with APIs and SDKs from Zendesk that lets users build their own call center from scratch.
Zendesk Pricing:
Zendesk's pricing is one of the most complicated, but it also has the most options and plans.
The Service software has three paid plans: the Suite Team plan, which costs $49/agent/month, the Suite Growth plan, which costs $79/agent/month, and the Professional Plan, which costs $99/agent/month. Large companies that need call center software for customer service can choose the Suite Enterprise plan, which starts at $150/agent per month. There is also a flexible, custom-made Service plan that starts at $215/agent/month.
Only three plans are available for the Sell software: the Sell Team plan, which costs $19.00 per user per month, the Sell Professional plan, which costs $49.00 per user per month, and the Sell Enterprise plan, which costs $99.00 per user per month.
10. Freshdesk :
Freshdesk Calling Center, which used to be called Fresh caller, is inbound and outbound call center software that runs in the cloud. It's especially good for fully remote teams because it has virtual agent leaders, built-in tools for team collaboration and call assignments, and AI-powered voice bots that work 24/7.
Freshdesk Pricing:
Freshdesk has three plans for an omnichannel contact center. But the prices for the plans are just a starting point. Freshdesk also charges users on an annual pay per minute/agent basis.
The prices below don't include the pay-per-minute rates, which you can get from Freshdesk by calling them directly.
The Pro Omnichannel plan starts at $59.00 per agent per month, the Pro Omnichannel plan starts at $59.00 per user per month, and the Enterprise Omnichannel plan starts at $99.00 per agent per month.
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