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Call center software for better customer service.

Improve your customer experience with call center solutions.
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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.

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The advantages of call center software for businesses

Businesses that care about customer service cannot ignore the benefits of call center software.

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    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.

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    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.

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    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.

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    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?

GoToConnect provides two powerful VoIP solutions for call centers – Contact Center and Contact Center Pro. With features for interactive voice response, automatic call distribution and more – plus 24/7 customer support – you’re sure to find the right fit for your team.
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Interactive voice response (IVR)

Give customers the freedom to choose what kind of service they want through easy phone prompts. The Contact Center offers auto-attendants that direct callers to the right department or extension, while Contact Center Pro allows customers to even resolve issues like bill pay, account inquiries and more without the help of a live agent.
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Automatic call distribution (ACD)

High call volume? Place calls in a queue where they can be assigned to agents based on characteristics you choose. The Contact Center lets you cycle the calls among everyone, forward to the agent who’s taken the fewest calls and more. Contact Center Pro takes automatic call distribution to the next level by offering skills-based routing to ensure every interaction is handled by the best qualified agent.
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Leading CRM integrations

Save your agents time and keep customer satisfaction high with our Contact Center Pro integrations for popular CRM systems like Salesforce, Zoho and Zendesk. These integrations streamline your customer service by consolidating everything your agent needs into one place. No more switching back and forth between applications.
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All the call center software features you could ask for

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    Call recording

    Record each customer call in your queue for agent training or review.

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    Call monitoring

    Listen to any current call, whisper to the agent or even barge into the call.

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    Real-time queue report

    Get the full picture of your agents’ performance in a single dashboard.
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    Live status wallboards

    Publicly display metrics for your call center’s performance on TVs or monitors.
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    Omnichannel tools

    Engage customers on their own terms: web calls, chat, email, fax or social media. (Pro only)
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    Automatic callback

    Give customers the option to request a return call to avoid waiting altogether. (Pro only)
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    Advanced reporting

    Dive deeper into your data with customizable reports featuring 110 metrics. (Pro only)

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    VoIP Calling

    All employees can answer a call, place it on hold and have someone else pick it up.

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    Cloud PBX

    All services are hosted in the cloud, reducing cost and enhancing redundancy.

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Call Center Software Frequently Asked Questions

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.
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.
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!
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).
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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