Omnichannel Integration: A robust call center software should seamlessly integrate with other communication channels like email, live chat, or social media. This ensures a consistent customer experience across various touchpoints and allows agents to access context from previous interactions.
Call Routing: Efficient call routing ensures that incoming calls reach the right agents promptly. Whether through automated routing or manual selection, it’s crucial to understand how your software handles call distribution.
CRM Integration for Customer Context: Integrating with a Customer Relationship Management (CRM) system provides agents with essential context about customers. This reduces the need for customers to repeat information and enhances overall service quality.
Zendesk Talk: A comprehensive solution for call center management.
RingCentral Contact Center: Ideal for growing businesses.
Freshdesk Contact Center: Well-suited for established businesses.
LiveAgent: Excellent for providing text-based support.
Aircall: A traditional call center tool.
Twilio Flex: Customizable to meet specific requirements