Best Call Center Software - Editor's Choice
#1 Virtual Call Center                                                                   
Review date: 01.16.2012

Description:

Virtual Call Center fy Five9 comes with auto dialer with PSTN and VOIP support. Easy to integrate with your existing sales platform and lead management system. For inbound and blended call centers, the application incorporates more than 100 new features. (Online Customer Support Portal. web-based tools...).

Screenshots

Price:

Free Demo

Advanced Features:

  • Predictive dialer with voice recording
  • Fully hosted solution
  • Campaign with list management
  • Web callback. Real time reporting
  • Increased agent productivity
  • Scability on-demand
  • Free trial
  • Lower maintenance costs
  • Improved lead quality

Review:

Software Summary:

Best of all, this comprehensive management tool enables you to improve your outbound campaign performance.
  • Call scripting ensures call handling even among your less-experienced agents.
  • Includes interactive voice response (IVR) and is fully integrated with Salesforce.com.
  • Five9 on-demand call center software suite offers flexible workforce arrangement.
  • Web services API compatible with computing platform for call centers.
  • Includes VoIP call center technology allowing you to streamline your operational costs.
  • Ability to deploy a multimedia call center infrastructure.
Thanks to their hosted solution, this web-based call center application can integrate with all of our technologies very easily. Quick and informative response by the technical staff. Reporting could be a little more detailed. You can purchase licenses per user, plus long-distance fees.

#2 VoiceNet                                                                                   
Review date: 01.16.2012

Description:

This call management system enables you to identify operational issues and take immediate action to solve them. Offers real-time reporting and monitoring. It also manages all aspects of inbound, outbound interactions including predictive dialing.

Screenshots

Price:

Free demo

Advanced Features:

  • Automated dialing
  • Inbound call management
  • Web-based reporting portal
  • Supports multiple telephony standards
  • Telephony server

Review:

Best of all, it gives you a competitive edge over traditional call centers. It lets you enhance customer service and reduce costs.
  • The sofwtare provides agentless, and preview dialing modes, as well.
  • Dynamic agent scripting and workforce management.
  • Offers integrated agent supervision allowing to facilitate live call supervisor assistance.
  • Includes hold queue management, abandon rate and service level definition.
  • Enables you to improve service quality and lower operations costs.
  • By utilizing the IVR technology, you can increase customer satisfaction by reducing your call center’s cost of operations.
Thanks to their management portal, you can store and search for recorded calls, view performance reports. Can be used without requiring complex agent training.

#3 VanillaSoft                                                                                
Review date: 01.17.2012

Description:

The heart of a virtual call center is the phone system. VanillaSoft's software is designed for outbound marketing campaigns. It also enables you to integrate VerticalReponse's e-mail platform.

Screenshots

Price:

Free trial

Software Summary:

The admin can review recordings sorted by user, call disposition. Fully web-based, no software installation required.

Main Features:

  • Auto dialing
  • Flexible data querying
  • Web service API
  • Outbound call center
  • ACD systems
  • Intuitive call routing
  • Do not call compliance

Review:

  • 100% do-not-call list protection.
  • Offers auto-dialling, best call routing, logical branch scripting.
  • Campaign statistics are displayed in real time including web reporting.
  • Ideal for leads distribution, surveys and sales by phone.
  • Allows you to increase sales and revenues through use of the telephone.
Overall, this lead management software for making sales calls offers one of the most adaptive on-demand virtual call center solution nsuring the best customer experience at the lowest cost. Comes with a 100 percent browser- based client interface with a Windows look and feel.
#4 Incontact                                                                                   
Review date: 01.17.2012

Description:

This on-demand contact center routing and workforce platform can increase contact center productivity by enabling screen pops, click-to-dial calls. Also offers speech recognition, contact center, ACD and CTI (Computer Telephony Integration).

Screenshots

Price:

Free Online Demo

Software Summary:

Ability to enhance ROI by reducing agent talk time through customer service survey.

Main Features:

  • Call center software platform
  • Forecast workforce requirements
  • Agent otimization
  • Web-based application
  • Free trial
  • Contact handling

Review:

Allows to reduce operational costs and improve customer satisfaction. Supports one or more switched or toll-free numbers.
  • Allows customers to leave recorded feedback after each action.
  • You can create outbound campaigns to generate new sources of revenue.
  • No hardware to buy, maintain or upgrade - SaaS model.
  • Flexible billing model based on call volume.
In a nutshell, this application can be integrated with your data server in order to reduce contact handling times without sacrificing call quality.

#5 Telax - Hosted Call Center                                                     
Review date: 01.21.2012

Description:

This application service provider offers the latest version of Call Center Agent. The software includes real-time report generation, database administration and call routing. It also allows you to manage outbound email communications with customers. Ideal for business process outsourcing and customer service.

Screenshots

Price:

Free Demo

Software Summary:

Automatically calculating taxes and deductions and year to date values.

Main Features:

  • Remote agent and virtual queuing
  • Hosted call center with unified messaging
  • Recordings and reports
  • IVR, ACD, WFM

Review:

Besides, non-queue voicemail option also available. Chat are initiated by visitors on your website or intranet.
  • Determines which agent should receive the next call.
  • Increases first call resolution and reduces wait time.
  • Allows you to retrieve all pertinent information about customer requests.


Buying Call Center Software
  • These tools can reduce employment costs and improve efficiency and productivity.

    Via the Software as a Service (SaaS) model, these web-based programs enable to help employees deliver an organization's best collective thinking during each customer interaction.

    This is why, you will find here online solutions about how contact centers can resolve these new telecommunications challenges.
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