CCaaS (Contact Center as a Service)

Best Contact Center Software in 2023

Did you know that 70% of customers that had their issues solved favourably in the first call would be willing to return to your business for repeat purchases?

This is how important customer experience is, especially in the context of contact centers. While your call agents strive for favorable first-call resolution metrics, your business should focus on providing them with the right customer contact center software that lets them do their job well.

Let’s take a look at the top 10 inbound call center software that can help your business get all its metrics in the right place.

What are Contact Center Software Solutions?

Customer contact center software are simple solutions that automate the key processes, workflows, and operations of your contact center.

Such solutions help your business deliver quicker and higher quality services to customers without engaging too many call agents.

SaaS contact centers (cloud-based) also help you establish a calling facility with remote agents and completely eliminate the need for a physical space to house all your equipment.

Many enterprises are choosing cloud-based contact center software to become more agile, resilient, and scalable for the long term. Using call center software, you can drive efficiency into call center functions like call routing, queueing, IVR, and much more.

Top 10 Contact Center Software Solutions of 2023

Listed below are the most popular and comprehensive contact center platforms of 2023. Based on what your business size and call volume is, you can choose from a plethora of free and paid tools to suit your needs:

1. JustCall

JustCall

JustCall is the ideal all-around solution for small to mid-sized businesses. It has an impressive list of features:

Pros:

  • The contact center platform supports omnichannel strategies, which is essential for today’s customer behavior and patterns
  • If needed, you can leverage the virtual call center functionality to make your business more resilient
  • Over 6,000 companies use JustCall, making it a reliable solution
  • You get to create a custom package

Cons:

There really isn’t any downside for small to mid-sized businesses while using JustCall – it has all the features positioned at the right pricing options. This makes it the best contact center software for SMBs.

2. Talkdesk

Source: Talkdesk

Talkdesk has been awarded the Gartner Customers’ Choice Award of 2023, making this a heavyweight option for organizations. Some of its key features are:

Pros:

  • The power of AI can be utilized to enhance service levels of various aspects of call centers, including training, analytics, fraud detection, agent assistance, etc.
  • You get the benefit of pre-trained, industry-specific AI modules for niche businesses like banking, finance, retail, etc.

Cons:

Even for an enterprise-level solution, Talkdesk may be a little pricey at $75 per user per month. Considering that it has many AI features, there may also be training and dataset troubles.

 3. Genesys Cloud CX

Source: Genesys Cloud CX

Genesys’ cloud contact center software is ideal for businesses seeking to foster long-term customer relationships. It offers features like:

  • Automated routing and distribution
  • Self-service using voicebots and chatbots
  • Screen sharing, co-browsing with customers
  • Blended SaaS contact center – inbound and outbound
  • Omnichannel features

Pros:

  • The inbuild AppFoundry offers click-to-buy and click-to-try functionalities which are highly coveted for customer engagement
  • Integrability with PBXs, CRMs, and workforce management systems comes in handy
  • It also enables your business to track prospect journey and active journey shaping for targeted marketing

Cons:

With all the benefits that this platform offers, the analytics and reporting presentations are lackluster and could be improved upon.

4. Aircall

Source: Aircall

Aircall is most suitable for businesses that are looking to establish a seamless connection between their CRM and helpdesk. It offers features like:

  • Insight cards that provide customer context for every caller
  • Warm transfer between agents
  • Call center analytics
  • Automatic routing and IVR
  • Call tags and disposition codes for a better understanding
  • Activity feed

Pros:

  • The functionality to automatically collate all notes and tags helps save countless after-call work time for agents
  • The onboarding operations for new agents are extremely simple and can be completed in minutes.

Cons:

While Aircall is one of the best options for enterprise cloud contact center software out there, it doesn’t allow you to customize it to the extent you would prefer.

5. Gladly

Source: Gladly

Gladly is all about driving customer loyalty by offering tools that enhance personalized interactions between your business and customers. It includes:

  • Omnichannel features
  • Hyper-personalization of customer service
  • Chat, IVR, FAQs
  • Unified customer view for better service personalization
  • Preferences, purchase history, customer attributes

Pros:

The platform does away with the ticketing system, introducing a proactive form of personalized interaction instead.

This is a promising move that can help humanize customers in the minds of the agents instead of perceiving them as just “tickets” to solve.

Cons:

All the feature load in this contact center software tends to make it glitchy sometimes, as users have reported.

6.CloudTalk

Source: CloudTalk

If you are planning to expand your business beyond your physical location, CloudTalk is the right cloud-based contact center solution you can try. It has quite interesting features:

  • Call queueing, recording, and voicemail
  • Internal calling and extensions
  • Number porting, toll-free and international numbers
  • Call flow designer, IVR, ACD, call forwarding, and ring groups
  • Productivity features like tagging, notes, callback

Pros:

  • A wide range of integration options makes it truly utility-focused
  • Excellent customer support in case you have any problems

Cons:

This feature-rich cloud-based contact center does help you expand your business, but it may be lacking in the right documentation for assistance.

7. Five9

Source: Five9

Five9 is an excellent omnichannel contact center software to consider if you are looking to enhance customer experience. All its features focus on delivering just that:

  • Collaborative intelligence
  • Practical AI – intelligent virtual agent
  • Workforce optimization
  • Digital engagement solutions
  • Customer experience tools
  • Agent empowerment tools
  • Business agility tools

Pros:

  • The platform is completely customizable, enabling you to use it the way you need
  • The customer-first solutions and dedicated AI help in delivering exemplary service and creating a good customer experience

Cons:

It may be a good cloud-based solution, but Five9 is reported to provide inconsistent call quality, which can be a problem for customers.

8. Salesforce Service Cloud

Source: Salesforce Service Cloud

Salesforce is perhaps the most popular name known to the customer-focus industry. The cloud version of its contact center has impressive features:

  • Lightning service console for agent productivity
  • Case management suite for full visibility
  • Workflows and approvals
  • Omnichannel routing
  • Telephony integration
  • Social customer services
  • Customer reports and dashboards

Pros:

  • Salesforce brings you everything your business needs, from a good contact center to CRM capabilities. It makes your tasks easier
  • Salesforce Einstein enables you to automate your critical processes with AI

Cons:

Salesforce may be too costly for smaller and mid-sized companies. Their solutions are a one-stop-shop and may put your incumbent CRM out of use.

9.Amazon Connect

Source: Amazon Connect

Amazon Connect is a cloud-based contact center that is easy to use and affordable as well. Some of its features are:

  • Omnichannel self-service
  • Chatbots, automation
  • Unified agent workspace
  • Task and case management
  • Real-time conversational analytics
  • Forecasting
  • Capacity planning, scheduling

Pros:

  • This platform is all-in-one for a cloud contact center
  • The pricing is just right, so businesses of all sizes can utilize its features

Cons:

Amazon Connect may not have the best interfaces to use. It always keeps changing because of updates.

10. RingCentral

Source: RingCentral

RingCentral is one of the best contact center software if you wish to inculcate best practices of contact center management. Its features include:

  • Outbound campaigning
  • Proactive service tools
  • Omnichannel
  • Cross-company collaboration
  • AI and automation
  • Agent performance and analytics

Pros:

  • The modes of use are agile – you can use the platform through any device
  • UI is easy to use and intuitive
  • The call tracking function is extremely easy

Cons:

RingCentral does provide a good cloud-based contact center, but the metrics and analytics visualizations may not be easy to understand.

Contact Center Best Practices

Contact center quality management software can only provide you with the toolkit you need to function well. It is your responsibility to utilize these tools to deliver great customer service and employee experience.

To ensure that your contact center functions optimally, there are certain best practices that you can follow. Let’s see what they are.

1. Customer Satisfaction is a Top Priority

If you think of it, customer satisfaction is the reason that contact centers exist.’

It should be your top priority to utilize the customer experience functions of your cloud contact center solution to deliver great customer service. Make use of unified customer views and data collations to achieve this.

2. Use Live Chat

Many of the contact center software today come equipped with the functionality of live chats. It helps customers quickly get to the point of their queries without them having to wait in queues.

Leverage the live chat option on your enterprise software to give your customers a great self-service option.

3. Omnichannel

Your customers should be able to reach you through whichever channel they wish.

By incorporating omnichannel strategies through your call center software, you would increase customer touchpoints and help them receive better service from your call agents.

Omnichannel also helps to deliver value by giving your customers the option to reach you from anywhere.

Wrapping Up

Choosing the right contact center software is not only important but also absolutely crucial. This is because 91% of the customers who are dissatisfied with your call agent services wouldn’t like to return to your business.

The metric is shocking: it emphasizes the importance of establishing a contact center that surpasses customer expectations and delivers the services they need in very little time.

To that end, JustCall equips your business with an intuitive and user-friendly software that helps with easy assimilation and service delivery.

With features that cover automation and intelligent call routing, JustCall helps you establish high customer service levels without much effort. To know how JustCall can help your business further, get in touch with our team

Frequently Asked Questions

What is a cloud-based contact center?

Cloud contact center software is offered as CCaaS (Contact-Center-as-a-Service) to larger enterprises that require more complex call routing and call volume management.

This type of contact center is completely housed on cloud networks and enables businesses to utilize multiple channels of communication to service their customers.

Can small businesses use contact center software?

Yes, there are quite a few simple contact center software options for small businesses, such as:

  • JustCall
  • Freshdesk
  • Zendesk
  • Dialpad
  • Nextiva

You can choose any of the call center software from the list above for small businesses. JustCall is the most versatile option, as it offers end-to-end contact center solutions.

Can I integrate CRM with call center software?

Yes, it is possible to integrate your contact center software with a CRM solution.

This helps you provide your call agents with a 360° view of the customers, which significantly enhances the quality of customer service provided. It also helps keep the customer data unified on one platform.

How to choose the right contact center software?

Choosing the right contact center software comes down to knowing what your business requires. You can consider the following aspects:

  • The volume of calls
  • The nature of assistance (IVR-based, chatbots, or human agents)
  • The budget
  • Whether you need on-premises or cloud-based solutions

The answers to these questions will help you make the right choice.

What are the major challenges at a contact center?

Some of the challenges at contact centers are listed below:

  • High rate of agent attrition
  • Low levels of customer satisfaction
  • IT problems
  • Lack of sufficient budget
  • Low employee engagement
  • Lack of proper analytics and strategies
  • High call volumes

Using robust contact center software like JustCall, you can navigate all of these challenges easily.

Vijaya heads the Global Support team at JustCall, where he has played a pivotal role in expanding the support team and diversifying its channels and services. Under his guidance, the team consistently earns top customer satisfaction scores. With a passion for team-building, Vijaya is committed to empowering his staff to deliver unparalleled customer experiences. In addition to his managerial responsibilities, he is a certified Leadership Coach, specializing in helping leaders overcome their unique challenges to achieve success.

How useful was this post?

0/5

-

( 0 votes)

Learn from our videos