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.
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.
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.
EdApp as a call center SAAS not only allows you to train your call center staff from its extensive library of editable, world-class courses, but it also offers an array of other valuable features that can level up their learning process, like gamification, discussions and assignments, AI translation, and more.
Here, you’ll find several mobile-friendly call center training courses that you can deploy right away to your teams. There are courses for creating a positive customer experience, preparing, holding, and transferring calls, and handling complaints, with each lesson structured in short bursts for quicker and easier comprehension. With the help of EdApp’s built-in authoring tool, you can add your logo and branding, or even tweak the content to apply your own expertise on sales techniques and best practices specific to your business.
EdApp also offers Rapid Refresh, a quiz builder tool, which allows you to create gamified exams to evaluate where your employees are in terms of job knowledge and expertise. The analytics will show you the outcomes, which you can use to improve your call center training initiatives.
Start Using EdApp, the best Call Center Training Platform.
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 relationship and overall customer interaction. 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 call center technology can help support teams adjust processes to improve customer satisfaction. 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.
No credit card required.
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, voip technology, computer telephony integration (CTI), automatic routing, and predictive dialing for outbound calls 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.
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 virtual call center 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 blended, inbound, and outbound 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.
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 various call handling features like omnichannel routing, reporting dashboards, CRM integration, and agent management software, all compliant with call center technology standards.
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.
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