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?
AffordableMany businesses need the functionality of an intelligent contact center, but too many providers are cost-prohibitive. GoToConnect offers the essentials of call center management for a price that both small businesses and large enterprises will appreciate.
ReliableOur VoIP solutions are among the best reviewed and highest rated. And with a history of 99.99% uptime for VoIP, GoToConnect is as dependable as they come. GoToConnect is also backed by LogMeIn, one of the world’s top 10 public SaaS companies.
ScalableWith our contact center solutions, you have a central dashboard to evaluate your entire operation. You can also add as many queues as you need to keep pace with your call volume and business growth.
Interactive voice response (IVR)
Automatic call distribution (ACD)
Leading CRM integrations
All the call center software features you could ask for
Record each customer call in your queue for agent training or review.
Listen to any current call, whisper to the agent or even barge into the call.
Live status wallboardsPublicly display metrics for your call center’s performance on TVs or monitors.
Omnichannel toolsEngage customers on their own terms: web calls, chat, email, fax or social media. (Pro only)
Automatic callbackGive customers the option to request a return call to avoid waiting altogether. (Pro only)
Dive deeper into your data with customizable reports featuring 110 metrics. (Pro only)
All employees can answer a call, place it on hold and have someone else pick it up.
All services are hosted in the cloud, reducing cost and enhancing redundancy.