4 Best Contact Center Software for 2023
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Customers today prefer to reach out to support teams through their preferred communication channels - email, social media, phone calls, or messaging channels. To create friction-free customer experiences, you need a contact center software that supports a unified customer service experience across all channels for agents and customers alike.
This guide will help you identify the right contact center software for your business. Read on to learn:
What is contact center software?
A contact center software is a technology solution that manages all conversations between contact center agents and customers. It helps businesses offer omnichannel customer service and customer relationship management. It even offers a unified view of all customer communications across various communication channels, including phone calls, email, social media, SMS, and messaging apps or live chat.
What is call center software?
A call center solution offers myriad benefits like automatic call routing, call recording, and even self-service options. The ideal call center software will help your organization provide superior customer support with maximum automation and minimum manual effort. A good call center software should be able to provide rich performance insights with call monitoring. Due to the shift in the power dynamic between customers and businesses, customers today require exceptional customer experiences. This also means that call center software should come with all the advanced features to be able to scale up the customer experience. Customers also look for a unified platform that manages all call center operations.
Types of contact center software
There are two types of contact center solutions:
On-premise contact center software
Cloud contact center software
The two types of contact center software differ based on how they are hosted. While an on-premise solution is hosted on a business’s local server, a cloud-based contact center software is hosted over the internet.
On-premise contact center software
You can deploy an on-premise solution with the help of an experienced IT professional and the hosted partner. Since the contact center platform is hosted on the company’s server, you will have limitations around access to this tool outside your office premises.
Businesses using an on-premise solution invest heavily in security features to protect customer data and mitigate cross-site scripting. However, whenever the system needs to be updated and upgraded with new features to support the team, it requires a shutdown of business operations.
Cloud contact center software
A cloud contact center is hosted on the cloud, a virtual server, from where the agents manage all inbound and outbound interactions. You can get started with a cloud-based contact center in no time. All you need is to create an account for your company on the contact center platform and just log in to the tool. Once you have set up your software, your team can access the cloud-based contact center from anywhere as long as there is a live network connection.
The best part about deploying a cloud-based contact center solution is that the service providers are responsible for securing your customer information and business data. Even when your software needs an update from the service provider, the upgrade happens in sync with your workflows so that there are no lags in performance.
What is the best contact center software?
Freshcaller software comes with all the essential features of a contact center software, including advanced features. It is intuitive, always-on and an all-in-one contact center software. Say goodbye to missed calls and get ready for lower wait times with Freshcaller . It is designed for a remote workforce, and it enables real-time collaboration and resolution of complex issues. Agents’ workload is reduced and conversations can be continued seamlessly across channels
The benefits of a contact center software
Reduced costs
Easy collaboration
Seamless integrations
Quality assurance
Workforce management
Essential features of a contact center software
Call Monitoring
Omnichannel dashboard
Performance reporting
Are you looking to elevate customer support with fast conversations? P.S.: It’s also cost-effective
How to choose the right contact center solution?
Based on the nature of your organization and the workflow, you can choose between the two types of contact center solutions: on-premise and cloud-based solutions. Once you have identified the type of contact center solution, you need to look for features that will enable your team to reach their optimal production level and delight your customers.
Here is the list of essential features that the Freshdesk contact center solution has to offer:
Contextual conversations
Unified self-service
App integrations
The best contact center software for your business
This guide lists the top 4 contact center software solutions that you can choose from.
#1 Freshcaller
Freshcaller makes it easy for agents to provide exceptional voice service with this intuitive, all-in-one contact center solution. Formerly known as Freshcaller Freshdesk’s cloud-based contact center solution is a minimum fuss solution designed to maximize delight by helping agents to eliminate missed calls and lowering wait times. It enables personalized, high-quality, and secure calls.
Intuitive and scalable: Freshdesk contact center can be set up in just a few hours. It has advanced inbound routing, is affordable and you have the option to BYOC (Bring your own carrier) or purchase numbers from over 90 countries.Learn more
Remote-ready: Freshdesk contact center is built to empower remote support and sales teams to collaborate in real-time and resolve complex issues. Virtual leaders can monitor call volumes and service level attainment while keeping track of important conversations.Learn more
Performance monitoring: This solution enables you to learn everything that happened in a call by using call recordings, post-call transcripts, and call-lifecycle information. Monitor agent performance and keep track of your customer satisfaction with live dashboards.Learn more
Powered by AI: With Freshdesk contact center, you can now lighten your agents' workload by using AI-powered voice bots that answer repetitive queries. This helps to reduce wait times and offer reliable solutions with voice bots and speech-enabled IVR. Your agents are now empowered to do their best work.Learn more
Take your telephony to the cloud with Freshcaller
#2 Five9
The Five9 Intelligent Cloud Contact Center makes it easy for your business to engage customers on their channel of choice using omnichannel routing capability. This helps agents to provide the type of intuitive, personalized, and more human experience customers want. The best part is that you get access to the full integration of Five9 in Freshdesk Mint. The most important features include-
Complete call control: answer, reject, dial, transfer, and hold
Answers call while continuing your current work in Freshdesk
Automatic Freshdesk customer lookup for outbound and inbound calls
View a customer’s most recent tickets inside the CTI
Make notes during the call
Add notes to an existing ticket
Add notes to a new ticket with the ability to set ticket attributes like ticket subject, status, priority, group, type, etc.
Display queue and language preference of the caller
CLID selection for outbound calls
Pricing starts at: $149/month*
*Free trial not available
#3 Genesys
The Genesys Contact Center Software helps agents respond to customer queries in real-time via your website, social media channels, and live chat. The basic features offered by Genesys are:
Automatic call distribution (ACD)
AI-enabled automation for data insights
self-service that allows agents to deliver omnichannel, personalized, and conversational experiences
Interactive voice response (IVR)
Unified collaboration
Third-party integrations
Digital sales and service automation
Workforce management
Freshdesk also allows integration with the Genesys CTI connector to help grow your business exponentially and creates a good reputation by offering a personalized customer experience. The integration enables your teams to customize to an industry-specific agent interface, collaborate seamlessly, and get a unified view of all metrics.
Pricing starts at: $75/month*
*Free trial available for 30 days
#4 Hubspot
The Hubspot call tracking software helps your teams to easily prioritize your sales calls, make calls directly from your browser, and automatically track them in your CRM.
Here are a few features that come with your Hubspot subscription:
Prioritize calls using CRM integration
Connect with a prospect through Voice Over IP or your desk phone
Automatically monitor calls
Transcript calls
Bi-directional sync with Salesforce
Customized reporting
Direct integration with HubSpot CRM
Predictive lead scoring
You can even integrate Hubspot with Freshdesk and enable your support and sales teams to stay up to date. This integration allows agents to access Hubspot CRM contacts, companies, and deals within Freshdesk. They can view contact lists associated with a contact, create new contacts from a ticket, and view deals, including deal pipeline and deal stage associated with a contact.
Pricing starts at: $45/month*
*Free trial available for 30 days
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