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Hello Arkana Friends! A Comprehensive Comparison of Cloud Call Center Software
Introduction
Call centers play a vital role in providing customer service and support to businesses. However, with the ongoing pandemic, most companies have embraced remote working, which has led to the adoption of cloud-based call center software. The software enables agents to work from anywhere, hence enhancing customer support. But with various cloud call center software options available in the market, how do you select the best one for your business? This article highlights a comprehensive comparison of different cloud call center software solutions.
Features Comparison
When it comes to cloud call center software, features play a crucial role in ensuring you provide quality service to your customers. The following are the features comparison of various cloud call center software:
1. Auto-Dialers
Auto-dialers enable call center agents to dial multiple numbers simultaneously from a list of contacts. This feature helps in saving time and improving agents’ productivity, contributing to enhanced customer satisfaction. Some of the cloud call center software with this feature include Talkdesk and Five9.
2. IVR Systems
Interactive Voice Response (IVR) systems allow customers to interact with a computer-generated voice prompt or menu to route their call to the appropriate agent. IVR systems save time, reduce waiting time and help in filtering out non-priority calls. RingCentral and Genesys are examples of cloud call center software with IVR systems.
3. Call Queuing
Call queuing is an essential feature that enables customers to be put on hold while they wait for an agent to attend to them. This feature helps in reducing abandoned calls, which in turn enhances customer satisfaction. Cloud call center software with this feature includes Freshdesk, Zendesk, and Hubspot.
Pricing Comparison
Pricing is a crucial factor to consider when choosing cloud call center software. The following are some of the pricing comparisons for various cloud call center software:
1. Contact Center
The Contact Center software by RingCentral costs $30 per user monthly. The software has advanced features like IVR systems, call queuing, and call routing, making it an excellent choice for small and medium-sized businesses.
2. Freshdesk
Freshdesk starts at $19 per agent monthly. The software has features like ticketing, call queuing, and auto-dialers, making it ideal for startups and small businesses.
3. Talkdesk
Talkdesk’s pricing varies depending on the plan. The standard plan costs $65 per user monthly and includes features like auto-dialers, IVR systems, and call queuing. It’s ideal for mid-sized businesses.
Integration Comparison
Integrations play a crucial role in enhancing the functionality of cloud call center software. The following are some of the integration comparisons for various cloud call center software:
1. HubSpot
Hubspot is a popular cloud call center software that integrates with various customer relationship management (CRM) software. The software has an intelligent workflow feature that tracks customer interactions, which makes it an ideal option for mid-sized enterprises.
2. Zendesk
Zendesk integrates with sales and marketing software, making it an excellent choice for enterprises looking to enhance customer experience. The software has advanced features like collaboration tools and call recording, which makes it a suitable option for businesses with large contact centers.
3. Five9
Five9 is a popular cloud call center software that integrates with various e-commerce, CRM, and workforce management software. The software has features like IVR, auto-dialers, and call scripting, making it ideal for large contact centers and enterprises.
Conclusion
Selecting the most suitable cloud call center software for your business can be a challenging task. However, by considering features, pricing, and integrations, depending on your business needs, you can make an informed decision. Remember, adequate research, user reviews, and expert advice can help you to choose the best cloud call center software.