Whether you’re part of a small business or a big enterprise, you deal with numerous customer calls, emails, and website queries every day. Effectively managing these communication channels becomes difficult without proper customer support systems in place. If you want to offer your customers top-notch service, you’ll need an efficient call center platform to help your support teams.
Software-as-a-service (SAAS) or cloud-based call center solutions allow your team to have access to features like CRM integration, centralized data, reporting, and analytics. These platforms are also becoming increasingly popular because of advantages like:
- Low maintenance costs
- Easy software set-up and upgrades
- Multi-channel access
- Automated call routing
- Increased mobility
- Extensive scalability
If you want to incorporate a cloud-based call center tool to improve your company’s customer support process, here are 5 call center SAAS products that you can check out.
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Call Center SAAS #1 – Ziwo
ZIWO is a cloud-based communication software that helps companies talk to their clients, simply. With ZIWO, you can manage phone calls, WhatsApp & SMS conversations, in one single interface with fully API-based readymade CRM plugins. It offers virtual phone numbers in more than 140+ countries with instant deployment capability.
ZIWO’s call center software gives you access to insightful reports through their 360-view live KPIs and statistics. With one-click, you can even integrate apps like Hubspot, Salesforce, Freshdesk, Hootsuite, Zendesk, and Zapier to improve your customer service workflow. If you’re working remotely or currently on the go, just apply the roaming agent feature to forward calls to your mobile device hassle-free.
Instead of long surveys, ZIWO utilizes an AI-based emotion tracker that gauges customers’ emotions in real-time. This can help support teams adjust processes to improve customer satisfaction and overall experience. You can test the platform and see if it works for your team by booking a demo or signing up for ZIWO’s 14-day free trial.
Call Center SAAS #2 – Five9
Five9’s call center platform gives you a complete customer service package that is easy to set-up and low maintenance. With a focus on both small business and enterprise needs, their cloud-based software delivers high-quality integrations, flexible workflows, and the best storage capabilities, which helps businesses scale on demand.
Some features you can expect to find in the system include an agent desktop toolkit, computer telephony integration (CTI), automatic routing, and predictive dialing that all help your agents provide excellent service for their customers.
They also have an omnichannel contact center integrated into the platform that helps your team respond to numerous queries from various channels like email, live chat, mobile messaging, and social media. Meanwhile, their inbound call center feature automatically redirects phone calls to the right agents. Your team can also access customer information directly from the system and into their own desktop to help resolve issues more efficiently.
Call Center SAAS #3 – Integra
Keep track of your customer service performance with Integra’s all-in-one call center SAAS tool. Set KPIs for your team with easy-to-use dashboards and analytics to help make your process more effective. The platform’s unified communications inbox allows you to instantly reply to customers across communication channels like phone, email, SMS, or webchat. With Integra, you can also manage inbound, outbound, and blended calls through their uContact system.
Team leaders can monitor and assess the quality of their agent’s performance by being able to listen to live calls and giving immediate feedback. They can also motivate their team with gamification features like personalized games, profile badges, and daily objectives.
Integra also allows you to set up an interactive voice response (IVR) system to handle customer calls as soon as they reach your company support number. This system can solve problems independently once a caller chooses from different query options or they can redirect them to an agent to solve more complex issues.
Call Center SAAS #4 – RingCentral
RingCentral is a powerful cloud-based call center solution that can support teams with all their customer service needs through both desktop and mobile platforms. As long as you have internet connectivity, you can seamlessly and securely access the software and make the most out of its capabilities. It’s designed with features like omnichannel routing, reporting dashboards, CRM integration, and agent management software.
RingOut is another great feature that allows agents to call from any mobile device or computer with internet access with just one touch. Your support team can also quickly resolve client queries across multiple channels like email, SMS, and social media through RingCentral’s Omni-digital tool.
Build your own integration with their open API or choose from the over 60 plus ready-to-use integrations that you can connect to your system to customize your workflow for efficiency. Some of these integration options include Salesforce, Microsoft teams, Zendesk, Zapier, Mailchimp, and Hubspot.
Call Center SAAS #5 – Nextiva
Connect with more customers in less time and less manpower with Nextiva. This cloud-based call center solution is designed to handle large phone call volumes compared to typical inbound call centers, which is great for small businesses with fewer agents on their customer support team. Setting up is easy and doesn’t require any upfront hardware costs.
It also has an interactive voice response (IVR) feature that allows you to automate customer support through customizable self-service capabilities. This virtual agent automatically routes and queues more complex calls to your team and helps you optimize your agents’ workflow.
With the help of its reliable enterprise-level data centers, the Nextiva App enables your team to take business calls remotely and securely through mobile phones. Nextiva also features a dashboard for customer support managers to not only track real-time calls but also see every part of a customer’s journey with your business. This can give them a clearer picture of the call center’s overall performance.
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