Cloud Call Center Software helps businesses effectively manage remote sales and support calls. It helps agents stay productive and have a better customer context through useful automation and meaningful call analysis. With cloud call center software, you can reduce ticket time, improve CX scores, and increase revenue with key features such as drag-and-drop tools, automatic answering, inbound and outbound calls, customer complaint logging, and customer experience tracking. Productivity monitoring Agent and caller ID management for better call pickup prices. These solutions can be used in many departments. Techimply has listed the best of all available cloud call center software in India. Find the best and most appropriate call center software solution for your business.
Cloud Call Center Software with almost endless possibilities
Squaretalk is an ideal solution for BPO call centers, active sales companies, CX and retention teams, entrepreneurs, telemarketers, market researchers, insurance agents, financial advisors and more.
babelforce puts the power of a developer in the hands of the people who live and breathe customer service every day. Automate anything, integrate everything – all with intuitive, No-Code tools.
SpyHuman is call tracking software that can be accessed from any part of the world. You can record the calls of the targeted phone, check the message recipients, and even get the full web browser history tracking facility as well.
IVRGURU is the dynamic and innovative Cloud telephony Service Provider offers a cost-effective and powerful way to expand your business opportunities by giving you all the benefits of handling a business with confidence.
ClouldTalk is an innovative call center software that provides users with a variety of unique tools to work with. It integrates with all major CRMs and helpdesks and also offers international phone numbers in more than 70 countries to maintain local presence when you run a virtual call centre. CloudTalk powers over 2,500 call centers, including companies like DHL, Mercedes Benz, Fujitsu, and GoStudent.
TelebuHub is a complete contact center software that is available on the cloud & serves as a hub for end to end customer communication. With Missed Call Services, Cloud IVR, Outbound calling solutions & loaded with intuitive features, TelebuHub makes business calling easy
Unlimited online free Indian DND mobile Number Filter software & Mobile status checker with the location. Filter DND numbers in bulk of more than 50,000 numbers. We help you to filter mobile numbers against NDNC/NCPR data
StreamYard is an online streaming studio where individuals can share screens, meet guests, engage, and review just anything. It is an excellent device for conducting live meetings and has up to 10 people in the stream, making sessions interactive and interesting. It's a superb means to grow followers and also target markets immediately. Customers can stream straight on YouTube, Facebook, LinkedIn, Twitch, and other systems conveniently.
Pharmarack is an integrated B2B healthcare management platform providing digital solutions to pharmaceutical and consumer health companies, distributors, retailers, hospitals and public health enterprises. Its comprehensive feature set helps digitise the pharma supply chain end-to-end, making healthcare products easily accessible across the country.
Shutterstock is a worldwide modern technology leader that supplies an innovative platform for high-grade possessions, tools, and services. Individuals, groups, and enterprises can select from various plans, along with innovative modifying and partnership tools. Shutterstock is a collaborative effort of independent thinkers, technologists, and designers to produce compelling, excellent work and inspire one another. It offers an API integration function that makes it basic to incorporate reason Read More...
Call Center Solutions Meet TCN: A call center software solution with infinite possibilities Request a Demo
TCN is a leading cloud-based call centre technology provider for enterprises, contact centres, BPOs, and collection agencies worldwide. Its “always-on” cloud-based delivery model provides customers with immediate access to the latest version of the TCN solution and the ability to quickly and easily scale and adjust to evolving business needs. TCN serves various Fortune 500 companies and enterprises in multiple industries, including newspaper, collection, education, healthcare, automotive, Read More...
pdfDocs takes the work out of creating complex PDFs. GET A DEMO
pdfDocs is a project-centric PDF management application that can generate, collate, edit, annotate, redact and secure content within a PDF in real time. Users can also save, email and print documents from within the unique Organiser workspace besides merged documents within a document-monitored system. pdfDocs can also use to generate electronic PDF binders. It automates assembling and converting vast documents into single or multi-PDF files. It can be finalized and distributed to clients or Read More...
The Rapid Resizer is a resized tool that allows the user's computer to enlarge, draw and craft patterns to any size. It allows the user to resize the design in cm, inches, and ft. Moreover, with this tool, users can modify proportions, rotate, mirror, arch, or skew to give a different shape to their design. Users can configure the size of a path and let Rapid Resizer figure out the overall size.
Spend more time on closing deals, less on finding them.
Sales. Rocks simplify the data-driven processes by giving users access to the latest business contact database. The software enables users to increase conversion at every customer journey stage. Users can crush their sales targets by having accurate data and access to direct contact details. The contact search module brings the data to sales and marketing professionals for easy connection with the right people. One can directly export leads to their CRM and organize the leads, and cut off the Read More...
Data is a developer-friendly cloud system assisting individuals in building as well as releasing their suggestions in a problem-free manner. It is divided right into 3 sectors called Micros, Base, and Drive, aiding individuals to say goodbye to frantic servers and long expenses. With Micros, programmers deploy their Node.js and Python apps/APIs in seconds. Besides gaining access to unlimited APIs, applications and built-in key verification tools.
Riverside.FM is a robust sound and video clip recording system that enables podcasters and media firms to record remote meetings with studio-level high quality. It makes it possible for customers to publish videos and audio while in recording mode and continue downloading those recordings within seconds. Riverside.FM allows users to invite approximately 8 guests to join the video clips from their Chrome Browsers. The tape-recorded podcasts and videos can likewise be exchanged text within seco Read More...
DocuSign enables its users to sign and manage documents and agreements electronically. The software handles the most demanding customer requirements by delivering an experience simple enough for people to adopt. It enables users always to track and monitor the status of the agreement in the signing process while also setting automatic reminders and receiving notifications at every step. Users can collect the details they need by adding standard fields to their agreement like a signature o Read More...
HashiCorp Terraform is a cloud-based framework automation platform that enables you to vary, adjust, and stipulate sources in any setting. It assists enterprises in speeding up organization rates, lower danger, and enhancing effectiveness when they include the cloud in their IT systems. HashiCorp Terraform promotes facilities provisioning to aid you in safely growing in action to business demand. It conserves your cash by ensuring that compliant settings are regularly provided across hundreds Read More...
What comes to mind when you think of a call center? Is the image of multiple identical desks with agents dialing huge lists of numbers and hanging up in the first few seconds still the one that comes to mind?
These days, however, are over. Modern contact centers have been substantially revolutionized by today's call center technology.
1. What is Call Center Technology, and What’s in it For You?
Cloud Call center software allows you to communicate with your consumers, prospective clients, suppliers, and business partners these days. In reality, complete call solutions are available for any requirement, from a small business to a big enterprise.
As a result, these solutions can be used for a variety of tasks, including providing customer service, generating new leads, doing telesales, conducting surveys, and collecting receivables. Whatever types of calls come into your company, call center technology can simply handle them.
2. Why Should You Use a Call Center Software?
When compared to an old-school phone and spreadsheet, cloud call center software offers a number of advantages - if it is chosen correctly. The following are just a few of the many advantages of call center technology:
When you choose a cloud call center software, you have greater flexibility in determining how you want to work. It has two major implications for your company. To begin, you and your team will be able to collaborate whenever you have a reliable Internet connection, a computer, and a headset.
Your cloud call center software should be safe because you deal with a lot of sensitive data. Examine the policies, compliance, and system upkeep that they have in place. You can fulfil higher security standards when you use a secure cloud.
A helpful tool aids in the delivery of higher-quality services. This is also true with call center solutions. What does it look like in this scenario, specifically? You may tailor your services with virtual cloud call center software with little extra work.
Choose a tool that works well with the other services you use. That way, you can see data from your CRM or the prior contact's history during the conversation and provide a more personal touch.
The benefit of integrating your cloud call center software into your workflow can be seen in the increase in productivity. Consider all of the easy, yet time-consuming and manual processes you have to complete: copying and pasting your call notes into your CRM, updating information, assigning agents, and producing reports, to name a few.
You can invest your time in actions that create value when you choose a call center system that allows you to automate such procedures and integrate your software.
Maintaining an in-house call center with a large number of agents, hardware devices, and a complex infrastructure can be expensive. When you use virtual cloud call center software, you may cut down on the number of resources you need.
3. How to Choose Between Call Center Solutions, Then?
When you've decided to buy cloud call center software (which you should have done by now), spend some time reviewing the options and selecting the best option.
Consider your individual requirements first.
Will your cloud call center software be used for sales or for customer service? What is the size of your team? What is your financial plan? And what's your main business? These and related questions will assist you in identifying the most important characteristics.
Now, when you have clear what you need, let’s talk about what to look for in cloud call center software:
Call quality and uptime
The call quality and uptime are the most critical elements to consider while evaluating your options. After all, they are the ones who decide on the quality and dependability of your service, and no feature can compensate for a bad call sound. Look for all-in-one call solutions with minimal jitter.
Call center features
If you want to know what to look for in cloud call center software, you must first define your requirements. When you're in charge of a large group, call routing is a necessary. It will ensure that each call is routed to the correct department and is answered by the relevant agent.
When you primarily focus on outbound contacting, Smart Dialer will save your agents the time and effort of manually inputting each number. These are just a few examples; the specific call center capabilities you require will always be determined by your company's needs and uniqueness.
Any service provider's worst nightmare is a data security breach. You should ensure that your call center equipment fulfils the highest security standards when dealing with sensitive client data such as phone numbers. If you're not sure, look to see if they follow the General Data Protection Regulation (GDPR).
Make a list of the tools you'd like to integrate with your cloud call center software and seek for integrations that are available. With dedicated technology, you won't have to worry about copying and pasting or manually synchronizing your files.
4. Call Center Software Pricing Plans
When you've narrowed down your alternatives to a shortlist, the price vs. value criterion can assist you in making your final decision. Make sure to factor in any potential fees and charges, such as hardware upgrades, training, and so on.
Also, look for cloud call center software pricing plans that are flexible, and see whether you may upgrade or decrease your package.
After all, you want your cloud call center technology to respond to your specific requirements, which may evolve over time.
Cloud Call Center Comparison
You're probably curious about the pricing of cloud call center software. The cost varies depending on the provider, the intricacy of the plan you select, and the amenities offered.
Don't forget to look at user evaluations while comparing cloud call center software services and their price lists. They're available on platforms like G2 and Capterra, along with ratings. You may narrow down your choices based on cloud call center software pricing, features, user count, and deployment.
Let's take a look at the table, which compares the pricing, features, and reliability of the five most popular cloud call center software solutions.
What will our Buyer's Guide contain? As you can see, there are a variety of cloud call center options available. Some specialize in specific needs, such as US area calls, while others are more adaptable.
So, you've made it this far through the post and still require some additional information? We've got your back. Our eBook, the Complete Cloud Call Center Software Buyer's Guide, goes over all of the factors discussed above in great detail.
More information about the use cases for cloud call center software technologies, the process of finding the correct fit, switching to a different solution, and the next stages after implementation may be found there. In a nutshell, you'll find everything you need to make an informed decision.
Must have Features:
Multi-channel contact center
By integrating communication touchpoints like as voice, text, chat, email, and social media, customers may select how they communicate and do business with your company.
Customers should be sent to the appropriate agent on the first attempt, eliminating the need for multiple transfers and reducing wait times.
To strengthen security posture and secure client information, assign unique identifiers to each customer. This helps confirm client identity and adhere to tight compliance rules like HIPAA and PCI DSS by mapping customers' activities to data already on file.
Agent service tools
Agents should have access to the tools and information they need to provide complete service to a customer, such as customer data, account information, and fulfillment/transactional capabilities.
Provide clients with a mobile app or a website that answers common queries and allows them to perform transactions, check account balances, track shipments, and more without having to contact a customer service representative.
Permanently enable remote agents to save money on real estate, onshore contact center teams, and talent pools, as well as protect operations from potential catastrophes. Agents can connect to a contact center platform no matter where they are with cloud-based solutions.
Customers want a connected experience that requires no effort when they interact with your company. Customer interactions across many channels — from email to chatbots to phone conversations — are threaded together in an omni-channel contact center, allowing agents to see a complete history and rapidly get up to speed on the issue at hand.
Artificial intelligence (AI)
Artificial intelligence software can assist contact centers in better understanding customer intent and sentiment, as well as simplifying the agent and customer experience and lowering expenses. There are four types of AI for contact centers:
Self-service AI: Provides client service 24 hours a day, seven days a week while reducing agent interactions.
AI for agent augmentation: Provides agents with richer consumer data and insights before they answer a call, as well as useful ideas when specific keywords are stated, in order to cut down on talk time and better assist customers.
Artificial intelligence software for customer analytics: Analyzes customer interactions and agent desktops to assess consumer sentiment and satisfaction levels, resulting in a better customer experience.
AI for voice recognition: Analyzes customers’ voices to quickly verify their identity, eliminating the need for security questions. This is especially valuable for organizations that must meet HIPAA and PCI DSS compliance guidelines.
Driving end-user adoption
Your new cloud contact center solution has been validated. What comes next? To prevent losing time, money, and effort while introducing new technology, make sure your end users are familiar with the new tools and features.
Technology training is essential for guaranteeing the success of your new contact center solution, in addition to having a change management strategy in place to inform, prepare, and assist personnel through large-scale changes. To engage end users, gather feedback, and generate excitement about the new platform, we propose scheduling training sessions prior to installation.
5. Here Are a Few Best Practices to Drive End-User Adoption.
Take a comprehensive approach to training.
Provide employees with a variety of learning tools and resources, such as workshops, manuals, on-demand films, live and virtual training, hands-on sessions, and FAQs, to help them understand the new solution.
Don’t wait to start training end users
If administrators and agents aren’t trained on the new technology and begin using it on their own, it can lead to frustration, lack of adoption and an increase in the number of calls to the IT service desk for help.
Survey your end users
As you begin to deploy training, ask your end users for input on what's working and what isn't. Surveys and regular email interaction are excellent strategies to begin a continuous improvement process and culture.
6. A Framework For Selecting a Cloud Contact Center Solution.
It might be challenging and time-consuming to evaluate and choose a cloud call center software solution. Requesting bids from several suppliers, waiting for answers, combing through the results, assessing your options, and eventually choosing a provider are all common steps.
This process might take anywhere between 12 and 18 months to complete from start to finish. Our Contact Center Platform Matrix was created to speed up this process and give contact center purchasers the information they need to make an informed decision. The Contact Center Platform Matrix is divided into three sections:
Is the solution able to meet your top 25-30 most important requirements?
Can the solution accommodate a distributed workforce and is it flexible?
Is the solution's price based on the number of agents and how much they use it?
Is the solution cost-effective in terms of deployment, application development, and support?
Does the solution have a consistent and well-proven delivery model that will allow you to fulfil your deadlines?
Does the solution meet the business's requirements for security and uptime?
7. Advantages of Cloud Call Centre Software
Contact Center Software
Artificial intelligence (AI)
So that AI can be used for customised experiences at scale, equip your contact center with cloud call center software.
With predictive routing, you can create distinct experiences for customers and connect them to the optimal resource for their requirements.
Automatic Call Distribution (ACD)
Automatic call distribution in the cloud includes all of the automated routing features you'd expect from a cloud call center.
Cloud Call Center Software
Make it simple for individuals to contact your company whenever they want and via the channel of their choice.
Send real-time messages to your prospects and customers to rapidly resolve issues – no phone calls required.
Ensure that your cloud-based contact center is secure.
Co-browse and Screen Share
View the issue that your customers are calling about in real time. Demonstrate ways to fix their problems.
Create an omnichannel, personalised, and conversational consumer self-service experience that business users can customise to their needs.
With email management capabilities built-in to your call center desktop, you can give email the attention it deserves.
Inbound Contact Center
To find the exact discussion you're looking for, search and browse among categorised calls.
Interactive Voice Response (IVR)
With cloud call center software and IVR systems, you can improve client experiences while also making your organisation more profitable, versatile, and scalable.
Use modern communication methods to communicate with your customers without interfering with their everyday routines.
Outbound Call Center
Build consumer relationships by sending timely, personalised, and contextually relevant communications across all media.
You can build positive customer experiences by meeting clients on the platforms they presently use.
Voice capabilities must be part of your communications plan. Make the most of technology to increase its value to your business.
Digital Sales and Service Automation
Make a bot that can answer common client questions. Agents should be able to handle difficult chat conversations.
Customer Journey Management
Use your consumer data as a guide for fresh encounters. Make a trail for potential customers to follow.
Digital Sales and Service Automation
Use self-service and automation to improve the customer experience across all channels. You'll also save money.
Predictive Web Engagement
Recognize who is visiting your site and why they are there. Then automatically direct them to the next best step.
Create natural language-understanding bots that can automate your customers' processes.