Customer satisfaction is one of the most timeless business success principles. Business growth thrives on happy, satisfied customers so companies strive to exceed expectations and deliver an excellent experience in every interaction a customer may have with their business or brand.
Even though the customer experience has always been a vital component of business success, customers of today are hyper connected due to the communication and interaction opportunities the internet provides. This hyper connectivity offers businesses many opportunities for engaging new customers and communicating in more meaningful ways. However, it also means that one unsatisfied or disgruntled customer has the potential to do more damage to your brand than ever before.
As your company grows, it can quickly become more difficult to provide exceptional customer service without using a call center guided by helpful, knowledgeable representatives of your company.
Call Center Software in 2016
In recent years, the landscape of the call center has changed through tremendous upgrades in virtual capability and business affordability. In the past, setting up a call center to tend to your important customer calls and needs was an extremely costly endeavor. The high costs of these call centers of yesteryear were largely attributed to setting up and maintaining an active, busy call center on-site.
While there are still some businesses using on-premise call centers, companies of every size are embracing technological advancement by using virtual call center software for their customer service needs.
Virtual call center solutions operate in a cloud environment, and provide customer service agents an array of productivity enhancing tools and features designed to support the delivery of a fantastic customer experience, including:
- Call routing software
- Predictive dialer software
- Incoming and outgoing number recognition
- Dynamic routing capabilities
- Interactive Voice Response (IVR)
- Dashboard for workforce management
- Tools for social media management
Virtual call center software can help businesses of any size with their customer service needs and satisfaction goals. As you consider which solution best fits your business needs, you’ll want to consider what type of budget you want to allocate to this software. Fortunately, there are affordable options for growing businesses as well as more robust options for large companies with more advanced needs.
There are also many virtual call center software providers to choose from. Here are our high cost and low cost recommendations for call center software.
High Cost Call Center Software Price
If you have a large business that operates a very responsive and high volume customer call center, then investing in a more robust call center software solution will likely serve your business needs the best. While the monthly price of the high cost call center software solutions can be twice as much as some of the low cost options, the overall cost will still be much more affordable and effective than a drastically more expensive on-site solution.
The recommendations below offer call center and full contact center software options to enable the support success of medium to large companies with bustling call center needs.
Bright Pattern offers multichannel contact center solutions so that your customers can receive excellent service through their chosen communication channel, whether it is phone, chat, or email. This virtual call center software provider boasts a user-friendly dashboard filled with tools to help agents serve your customers efficiently and effectively. Additionally, Bright Pattern adheres to SLAs to ensure their service is always up to your expectations.
Mitel Contact Center solutions are designed to help your agents provide an enriching customer experience with extensive call center tools and side-by-side contact center options. Mitel also takes great pride in delivering a software suiSakete that recognizes the importance of security, compliance, and regulations.
Low Cost Call Center Software
If your growing company now requires a dedicated call center environment to effectively manage customer calls, questions, or orders, then a cloud-based call center software solution is a great selection. These call center software solutions offer customer experience enhancing tools and intuitive dashboards that are linked to your phone service, enabling agents to better serve your customers more efficiently and quickly.
For a small to medium business, an affordable and powerful call center software provider is a great option.
SalesForce Service Cloud offers virtual call center software and full contact center options to give your customers the service they need at a time that works for them. SalesForce does not charge any upfront costs, and is easy to deploy to begin serving customers around the globe. For an affordable monthly fee per user, Salesforce offers a very powerful bang for your company’s bucks.
Five9 offers call center software solutions that help your small to medium company meet customer needs seamlessly, for a monthly price that will fit into your budget as you grow. Five9 offers all the tools and features your support team will need to manage inbound and outbound service calls, and offers contact center options designed for businesses experiencing growth.
As you choose the call center software solution that best fits your business, learn more about the top features and trends in call center technology with our free guide, 9 Must-Have Contact Center Features.