What is call center software?
Call center software is a customer service system that helps businesses handle incoming calls in an efficient manner. A type of contact center software, call center solutions tend to focus on phone-based support, while contact center software as a whole can include email, instant messaging, chat and social media.
The best call center software provides queues for routing calls and reports for managers to track agent performance in real time. With the right data, managers can estimate caller demand, staff appropriately and improve phone response times to ultimately create a better customer experience.
The advantages of call center software for businesses
Businesses that care about customer service cannot ignore the benefits of call center software.
Manage incoming calls with ease
At first, a single receptionist might have been enough. But as your business grows, you will need a team to handle the phones. Modern cloud-based call center software makes setting up your call flows and managing your queues much simpler than ever before.
Enhance customer experiences
Your phone support has a huge impact on user satisfaction. Rather than leave customers on the line endlessly, call center software can provide interactive prompts and business information upfront and then effectively route each call to an available agent.
Keep track of your team
Call center software monitors every aspect of your call flow, such as customers in queue, average speed to answer and average talk time. These metrics are presented with up-to-the-second accuracy so managers can quickly resolve issues that come up.
Improve agent productivity
Your agents often need to access your customer relationship management (CRM) system during calls. Many call center software providers offer integrations with leading CRM solutions to eliminate toggling back and forth and save time for agents.
Why choose GoToConnect?
Affordable
Reliable
Scalable
Interactive voice response (IVR)
Automatic call distribution (ACD)
Leading CRM integrations
All the call center software features you could ask for
Call recording
Record each customer call in your queue for agent training or review.
Call monitoring
Listen to any current call, whisper to the agent or even barge into the call.
Real-time queue report
Live status wallboards
Omnichannel tools
Automatic callback
Advanced reporting
Dive deeper into your data with customizable reports featuring 110 metrics. (Pro only)
VoIP Calling
All employees can answer a call, place it on hold and have someone else pick it up.
Cloud PBX
All services are hosted in the cloud, reducing cost and enhancing redundancy.
Call Center Software Frequently Asked Questions
- What is a cloud-based call center?
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It’s a call center that relies on Voice over Internet Protocol (VoIP) for its communications rather than traditional landlines. More and more businesses are turning to VoIP call center solutions for their simplicity, scalability and affordability. A manager can easily oversee all their communication channels in one place with real-time reporting.
- How much does call center software cost?
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Fortunately, the costs of powering a call center for any size business are much lower than they used to be. With GoToConnect, you have two choices, depending on your needs. The Contact Center offers affordable call center capabilities starting at $99.95 per account monthly. For pricing on Contact Center Pro, contact a GoTo specialist.
- What's the difference between a call center and a contact center solution?
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A call center solution helps business manage their incoming calls better, whereas a contact solution can accommodate email, chat, fax and other communication methods. One is not necessarily better than the other – it all depends on your unique needs!
- What should I look for in a call center solution?
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The best call center software makes the agent’s job easier and the customer’s experience smoother. We recommend adding these features to your checklist: call analytics, call monitoring, interactive voice response, automatic call distribution and computer telephony integration (otherwise known as CRM integrations).
- What do I need to set up a call center for my business?
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Not as much as you’d think! The beauty of cloud-based call center software is that the equipment is hosted by your provider, so all you need are IP phones to receive calls. Of course, many call center solutions allow you to answer from any regular desktop or mobile device, thanks to softphone functionality and mobile apps.
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