Here at Global Response, we are always researching the latest and best ways to speak your brand. From call center outsourcing to social media support and branded customer care, we help our brands develop customer loyalty and reach their sales and customer experience goals. When developing your call center technology stack, it is essential to select the right software to empower agents and deliver high-quality customer experiences. Below are 5 of the top call center software tools of 2020:
Software #1: Five9’s next-generation contact center software enables agents to be more effective on the phone, allowing them to sell more and service better. This software is productive for every business size. Some of the unique call center software features include a smart dialer that predicts when agents will be available, on-screen caller info and intelligent routing that matches callers with agents.
Software #2: Over 1,800 enterprises rely on Talkdesk. The software company is a cloud-based contact center and artificial intelligence software provider. Its headquarters are in San Francisco, with international offices in London, Lisbon, Madrid, Salt Lake City, Coimbra, Aveiro and Porto. Talkdesk is actively intelligent— you can uncover customer insights for quality interactions and predictive recommendations. The software has capabilities that include built-in integrations, adaptability for admin changes and guaranteed call quality with the industry’s single 100% Uptime SLA.
Software #3: For delivering the best customer experience, 65 of the world’s top 100 brands choose Genesys. This software has revamped the customer experience for PayPal, deployed a contact center solution for Quicken in just two months, and improved contact center ranking for Vodafone. Like most call center software, Genesys offers numerous capabilities. Their main strengths include increasing first contact resolution, personalizing the customer experience and building a better infrastructure.
Software #4: CrazyCall has solutions for call centers, e-commerce, sales teams, small businesses, and support teams. They offer tools such as the Quick To Call Widget that lets you make a call no matter what web page you are on and an autodialer to make hundreds of calls with a single click. CrazyCall helps businesses cut their costs and simplify their calling efforts.
Software #5: Salesforce Service Cloud helps you deliver fast, personalized customer service that drives growth and improves customer satisfaction. With the Service Cloud, you can utilize omnichannel routing to automatically match cases to the agent with the best skill set to solve them. Some other preferred capabilities are Service Cloud’s 360-view agent workspace and service process automation.
In developing your call center technology, whether in-house or with an outsourced call center partner, selecting the right software to meet your and your customer’s needs is essential.