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Contact Center Solutions

List of Top Contact Center Solutions

Knowlarity

Knowlarity Smart IVR

By Knowlarity Communications Pvt. Ltd.

0

PRICE ON REQUEST

Smart IVR software is a cloud-based platform providing effective communication to some known brands in emerging markets. This solution targets large to small businesses. The Smart IVR software allows you to pre-record greetings and menu options.

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Deetya Soft IVR

Deetya Soft IVR

By Deetya Soft Pvt. Ltd.

0

Price: 7200.00 INR /Year

IVR Cloud Telephony Service System is an efficient tool for routine inbound inquiries, as well as common outbound notifications by IVR Guru. IVR acts as a reception hosted virtually in a cloud telephony environment providing a 10 digit mobile.

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MyOperator- Cloud Telephony

MyOperator

By MyOperator

2

Price: 1500.00 INR /Month

Handle any call volume and track all customer calls with a virtual number. Also,get detailed reports of your business calls. A virtual number comes along with an IVR that helps you map departments and agents using extensions.

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AVOXI Smart Queue

AVOXI Smart Queue

By AVOXI

1

Price: 1600.00 INR /Month

A versatile call center monitoring system dedicated to call centers based on the Asterisk PBX. Smart Queue is a cutting-edge call center solution available in minimal capital investment with rapid deployment supporting over 10 languages. AVOXI.

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Brainpower Call Center Ordering (CCO)

Brainpower Call Center Ordering (CCO)

By Brainpower Technologies Pvt. Ltd.

0

Price: 5000.00 INR /Year

Brainpower Central Call centre ordering is an order processing system that allows all aspects of restaurant delivery to be managed at a central location.

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Zeotel Toll Free Numbers

Zeotel Toll Free Numbers

By Zeotel Communications Pvt. Ltd.

0

Price: 22000.00 INR /Year

Zeotel Toll-Free Numbers is the only fully integrated toll-free service that offers traditional service with a complete set of online tools to manage and track your toll-free numbers in real time. You can configure virtual receptionist or fax or.

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Zeotel Virtual Receptionist

Zeotel Virtual Receptionist

By Zeotel Communications Pvt. Ltd.

0

Price: 499.00 INR /Month

Zeotel’s virtual receptionist is a cloud based IVR system which routes all the customer calls to the right department. It stays available to your customers 24*7 and hence caters to the needs of the customers even after office hours. Manage all your.

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Zeotel Miss Call service Plans

Zeotel Miss Call service

By Zeotel Communications Pvt. Ltd.

0

Price: 399.00 INR /Month

Zeotel’s Missed Call Alert Service is a completely automated web based application which enables you to get the real time notifications of all calls on dedicated mobile/land line phone/toll free number. They offered a system also has the power to.

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CallFire Calling solution

CallFire Calling solution

By CallFire Inc.

0

Price: 6633.00 INR /Month

With an IVR (Interactive Voice Response) system, you can set up surveys, polls, appointment reminders, payments, and more for inbound or outbound uses. Customers interact using a simple keypress. IVR technology is easy-to-use with a simple drag.

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Mediahawk

Mediahawk

By Mediahawk

0

Price: 2680.00 INR /Month

Call tracking shows which of your PPC, email, social, print, and other marketing campaigns make your phones ring. Track your advertising response with local and toll free numbers and improve sales conversions from all your online and offline.

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Vocalcom call centre

Vocalcom call centre

By Vocalcom

0

Price: 8316.00 INR /Month

Vocalcom manages the customer experience as a single conversation, no matter what the source is - phone, web, email, text message, or social media. Vocalcom cloud contact center provides agents the tools and information they need to excel by.

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CallHippo

CallHippo

By CallHippo

0

Price: 563.00 INR /Month

With CallHippo’s interactive interface, you can monitor your calls precisely. From the “Activity Feed” section, you can find all your call logs with details like Department, Caller Name, Client Number, Call Status, Date and Time, Total Call.

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Ajura

Ajura

By Ajura

0

Price: 1958.00 INR /Month

Ajura helps users to make cheap international calls & avail low-cost international roaming while traveling abroad. The mobile app is available for Android & iOS.

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CallRail software

CallRail software

By CallRail

0

Price: 2010.00 INR /Month

With CallRail track and manage Your Phone Leads. Use Call Tracking and Recording to Increase Sales & Revenue. Phone Numbers, Dynamic  Tracking, Real-Time  Data , Integrations, Custom  Call Flows, Beyond  Calls. Visitor & Keyword-Level Tracking,.

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Knowlarity superreceptionist

Knowlarity superreceptionist

By Knowlarity Communications Pvt. Ltd.

0

Price: 10800.00 INR /Year

Super Receptionist is a personal reception hosted virtually in a cloud telephony environment. It’s a hassle free platform to interact with customers with no human error. The software provides you with 10 digit toll free mobile number with.

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Samespace VoIP

Samespace Cloud Contact Center & Optimised VoIP

By Novanet

0

Price: 3250.00 INR /Month

Samespace Cloud Contact Center & Optimised VoIP is a combination of cloud contact solution and optimized VoIP (Voice over Internet Protocol), which is designed for all types of contact centers. It is an advanced client modelled on Agent Telephony.

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Tentacle

Tentacle

By Sunoray Solutions

0

Price: 8400.00 INR /Year

Tentacle is a rapidly growing outbound calling solution with a cloud-based software. With a client list including SMEs from various verticals as well as inside-sale teams of large enterprises. They have a simple “pay-as-you-go” model with no.

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ITES

IVR Guru

By Deetya Soft Pvt. Ltd.

0

Price: 1500.00 INR /Year

IVR Guru an Interactive Voice Response (IVR) which is simple, can process over a million calls an hour, usable, voice-driven, Voice XML IVR platform, cloud hosting services, and developer solutions. IVR is are among the top virtual number companies.

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Aavaz

Aavaz Call Center Suite

By Aavaz

0

PRICE ON REQUEST/month

A world class cloud based call centre platform, Aavaz is a complete SAAS solution delivered on browsers/smartphones that enables hassle-free interaction between businesses and their customers. Aavaz is an integrated CRM, dialer with different voice.

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IVR Reporter

IVR Reporter

By Bhrigus

0

PRICE ON REQUEST

IVR Reporter is a tool for monitoring and analyzing the performance of your contact center. Center using Avaya IR's, Operation analyst and Conversant systems. IVR Reporter can show you where improvements are needed and can help you take fast,.

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Spark TG

Spark TG

By Spark TG Info Pvt Ltd

0

PRICE ON REQUEST

Click2Call API on your website and get in touch with your potential leads at a click of a button. The Click2Call Service enables a business to enhance the number of leads by converting your website visitors into prospective sales leads. With this.

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TelStrat Workforce Optimization software

TelStrat Workforce Optimization software

By TelStrat International Ltd.

0

PRICE ON REQUEST

Workforce Optimization software for customer service excellence, agent efficiency, and adherence. No matter what your business. Call centers support organizations’ customer service beyond telemarketing and help desks. Hospitals provide customer.

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eGain CallTrack

eGain CallTrack

By eGain

0

PRICE ON REQUEST/User

eGain CallTrack is a dynamic case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer.

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TelStrat Engage WFO

TelStrat Engage WFO

By TelStrat International Ltd.

0

PRICE ON REQUEST

Engage WFO Call Recording Software is to leverage existing infrastructure. Use call recording and workforce optimization where you need it:  On-premise. We tailor onsite solutions to fit your needs now with the ability to adapt to future change..

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Five9 Contact Center

Five9 Contact Center

By Five9 Inc.

0

PRICE ON REQUEST

Five9 Cloud Contact Center software eliminates the hassle and expense of traditional on-premise contact center software. Because Five9 is in the cloud, agents can log into Five9 from anywhere — they just need a computer, a headset, and a high-speed.

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Cadebillc

Cadebill

By Maruti Computers Pvt. Ltd.

0

PRICE ON REQUEST

Cadebill is an integrated solution for all facets of a telecom business – starting from telecommunications billing needs to managing the entire operation.A convergent charging and telecom billing solution that meets the needs of  integrated.

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Arcane Lite

Arcane Lite

By Alliance Infotech Pvt. Ltd.

0

PRICE ON REQUEST

Arcane Lite are compact, innovative, state-of-the-art USB recorders for both Inbound and Outbound Telephone Calls. They interface with analog phone lines and provide everything you need to record, store and manage telephone conversations with ease..

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Ameyo Contact Center Software

Ameyo Contact Center Software

By Ameyo

0

PRICE ON REQUEST

Ameyo offers a flexible and cost-effective technology solution that supports the dynamic needs of your business and constantly innovate to meet the customer expectations and remain ahead of your competitors.It enables you to provide  pro-active.

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CallFinder software

CallFinder software

By CallFinder

0

PRICE ON REQUEST

CallFinder includes all of the necessary analytics reporting elements needed to help your call center reach established performance goals and turn your recorded calls into valuable assets. With a full suite of call center reporting software tools,.

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KnoahSoft Harmony

KnoahSoft Harmony

By KnoahSoft Inc.

0

PRICE ON REQUEST

The KnoahSoft Harmony™ Workforce Optimization software suite gives contact centers the ultimate in workforce optimization functionality and flexibility with the best total cost of ownership (TCO) profile in the market. The modular,.

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3CLogic’s predictive dialer

3CLogic’s predictive dialer

By 3CLogic

0

PRICE ON REQUEST

3CLogic’s predictive dialer automatic contacts leads though agents are working finalizing calls minimizing the time consume within communication and grow productivity. Optimize an agent’s performance while improving the possibility of reaching or.

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Cube Call centre Solution

Cube Call centre Solution

By Cube Software

0

PRICE ON REQUEST

With Cube Call Centre Solution, organisations get a robust and reliable calling and CRM tool that offers different applicational features like Automatic Call Distribution (ACD), Predictive Dialer, Customer Relationship Management (CRM), Interactive.

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Cube IVRS Solution

Cube IVRS Solution

By Cube Software

0

PRICE ON REQUEST

Cube IVRS is a powerful call processing solution that allows users to build custom, interactive voice applications that allows callers to access information stored in databases, text files, network drives or virtually anywhere. It is easy to learn.

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Cube CRM

Cube CRM

By Cube Software

0

PRICE ON REQUEST

Cube CRM helps in building customer relationships through its customer relationship management software. Its offers several modules like account management, user management, product management, complaint management, lead management, opportunity.

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Cube Voice Mail Management Software

Cube Voice Mail Management Software

By Cube Software

0

PRICE ON REQUEST

CUBE Voice provides business with an image of success and professionalism through innovative and affordable voice mail solutions. With CUBE Voice services, your business can have a unique telephone number that rings into your very own automated.

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CZ Callback

CZ Callback

By C-Zentrix

0

PRICE ON REQUEST

CZ Callback helps the prospective customers as do not have to wait for customer service agent in long queues. Call them back instantly or schedule a call at their convenience.

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Stratbeans Talking Pages - IVR Learnig

Stratbeans Talking Pages - IVR Learnig

By Stratbeans Consulting Pvt. Ltd.

0

PRICE ON REQUEST

Talking pages is an extensive system to train customer support staff and field sales forces. This software uses technology which does not require a desktop computer or laptop to run, it works on a phone. It can be used for compliance assessments.

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What Is Contact Centre Software

Businesses need to step up with growing customer demands. Only by being readily available for their customers, businesses can stay ahead of their competition. From handling customer enquiries to providing product support, the customer service team of your company has to be up on their toes. But administering the large volume of requests via email and phone becomes a major concern for them.
Contact centre solution (or call centre software) is designed specially to help your service reps communicate with customers across multiple channels, including phone, live chat, social media, emails and even text messages. An omni-channel customer journey is possible with call centre solutions, helping service reps resolve issues faster and deliver outstanding customer experience.

Who Needs Call Centre Software

Contact centre solution is an integral part of any business, be it large enterprises or smaller companies. Along with improving the customer relationship, a contact centre solution also assists in creating direct marketing campaigns based on feedback. Call centre software provides an easy way to leverage customer data and enhance business productivity.
Once integrated with the CRM software, call centre systems can help in keeping customers engaged right from the lead generation to retention. It’s imperative for every business which needs to understand the dynamics of their customer relationship and keep them engaged.

Why You Need Contact Centre Solution

Do your customer service agents operate from multiple locations? Are you doing enough to sync calls across multiple locations? If operating manually, managing the distributed workforce might get difficult as the call volume increases. However, contact centre software can help automate your customer service strategies and increase your agents’ productivity. Along with routing the calls to preferred agents, you can track their idle time. Also, you get the facility to track all previous business communications and record them for internal training and performance assessment. Other configured parameters like the average handling time, wrapping time, idle time of individual agent and the agents in queue can also be considered while assigning the calls to the best available service rep.

Modules in Contact Centre Solution

  • Integrated Voice Response (IVR): All top contact centre solutions come with the IVR module to identify the needs of callers and route them to the most appropriate agent. In case your sales reps are busy, this module redirects calls to the waiting queue with pre-recorded messages. For instance, if a caller ‘Press 1’ for Support, his/ her call is routed directly to customer service agents.
  • Skills-Based Routing: This module works on the basis of customized modules for routing customer calls to specific agents or departments. Based on the specific skill sets, language and the expertise of service reps, calls are diverted towards them.
  • VoIP Telephony: The VoIP telephony module assists customer service reps to send and receive phone calls over an IP network. They can attend calls from any data-driven device, be it their system or phone.
  • Automated Call Distributor (ACD): Along with routing incoming calls, the ACD module also assists in acquiring data based on call duration, call volume, wait time, etc. Using this module, call centre managers can engage in call monitoring to asses the performance of their service reps.
  • Call Queues: When all agents are busy, the call queues module plays an important role in holding callers’ attention and keeping them engaged. Even agents can view call queue statistics to make informed decisions and optimize their performance. Further, managers can configure unique call queues to each department, based on the team size and the skill set of agents.
  • Call Control: Call control module includes all basic call handling functionalities, such as, call transfer, mute, hold, transfer, conference and hang up. Call centre agents can transfer customer calls to someone more apt to answer their queries or take up their concerns on a conference call.
  • Disposition Codes: It’s an important module of contact centre solution that helps in keeping the entire call centre team on the same page regarding the status and outcome of every customer call. Service agents need to set the disposition codes like ‘not interested’, ‘refund initiated’, ‘escalated to the manager’, and so on which will start highlighting on the call list.
  • Business Tools Integration: The best call centre system integrates with other tools like the CRM, live chat, marketing tools and help desk to get comprehensive information about chat transcripts, support tickets, conversation history over call, and so on.
  • Call Recording: Your call centre agents can record and save live calls, so that it can be referred to at a later date. This is a great module for live agents to assess their performance during calls. And, managers can use this module to help live agents improve their performance.
  • Call Monitoring: This module is useful for managers to manage their newly hired agents, and train them to take up live calls more confidently. Performance metrics can also be set to rate the performance of live agents. Managers can monitor calls from anywhere, as long as they have a system and the internet connection.
  • Call Barging: Call barging module of the call centre solutions allows managers to barge in on live calls and speak with the caller along with the agent. Call barging helps in optimizing the performance of agents and also assists in those situations where customers want the matter to be escalated.

Call Centre Software Features

  • Whisper Coaching: While call barging is for the managers to drop in on a live call to take up the concerns of customers, the whisper coaching feature is to speak with the agent. Especially new agents can benefit from this feature, as they can get on-the-spot training during live calls.
  • Conference Calling: This feature is ideal for customer service teams to collaborate effectively. Be it callers, agents, managers or any other person from the concerned department, all can talk to each other and ensure faster resolution. This process eliminates the hassle of transferring calls from one department to another.
  • Predictive Dialler: The predictive dialler feature is available in top contact centre solutions, enabling automatic dialling of several contacts in advance. Once a contact answers the call, the predictive dialler transfers it to the available agent automatically. This feature is majorly useful for the sales team to contact more leads in less time.
  • Real-Time Reporting: Real-time reporting feature helps agents and managers go through the performance metrics in real-time. Other factors, such as call queues, wait time of callers and abandonment time can be tracked in real-time. They can stay up-to-date and make informed decisions.
  • Historical Reporting: Along with real-time reporting, call centre systems also help with historical reporting. Data related to call volume, wait time, handle time, service level and agent ratings can be generated effortlessly. These reports help in assessing agents’ performance and the customer service team as a whole. 
  • Multi-Channel: This is one of the essential features of contact centre solutions, which allows businesses to connect with their customers via all possible channels, be it web chat, email, phone, SMS, IM or social media channels.
  • CRM Integration: With CRM integration, you can make complete sense of the customers’ data accumulated over a period. Details like the concerns of customers, frequent enquiries, customer feedback, etc. can help improve the overall product/ service of your business.

 
Advantages of Contact Centre Solutions

  1. Improved Customer Relations: If you are handling customer calls on a daily basis, call centre systems can help you offer personalized and rewarding experience to your customers. Essential features and modules of this software will help you and your agents address queries of your customers quickly. By referring to the purchase history of your customers and their conversation with your service agents in the past, you can serve their needs quickly.
  2. Improved Agent Efficiency: The intuitive interface of contact centre solutions helps customer service agents handle customer concerns across multiple channels. Also, they can access customers’ data faster and resolve their queries with great precision. Modules like predictive dialler, IVR and automated call distribution save agents’ time. They can take up calls on the priority basis and ensure positive customer experiences.
  3. Greater Agent Versatility: Using VoIP technology and conferencing modules, agents can respond to customer queries from anywhere and at any time. Also, agents working across multiple locations can work together and achieve greater flexibility.
  4. Save Big Money: One of the biggest perks of having contact centre solutions is cost savings. The faster your agents adapt to the contact centre technology, the greater will be their efficiency. The customer preference for connecting with traditional voice channels is changing frequently, and you need to adopt the best practices to deliver optimal customer experience. Else, you will lose their trust and miss out on consistent revenue sources.
  5. Improved Security: Cloud-based call centre software comes with advanced security features to keep the data of clients as well as the company secure. If you opt for cloud-based contact centre solutions, your service providers will review and enforce security protocols on a timely basis. Thus, you will never be on the risk of losing vital customers. They will trust you, knowing that their data is secure with your company.

 
FAQs
Q. Why should I invest in a contact centre solution when I can opt for call centre outsourcing?
A. Customer service is the core of any business, so why outsource this process to any third party? Mange it with full efficiency with an internal call centre solution. Businesses often outsource the call centre task because their internal processes are not up to the mark. However, a call centre solution can enhance your customer support process along with streamlining sales and lead generation activities. So, why not leverage the power of your own contact centre solution!
Q. Is contact centre solution a cost-effective option?
A. With contact centre software, you have the option to pick any module and deploy customized contact software. If call routing is your major concern, opt for the contact centre software which assists you with ticketing and help desk features at discounted rates.
Q. How a call centre solution helps in generating more leads?
A. The reporting & dashboard feature of contact centre solution can help your sales reps assess the requirement of customers and analyse their concerns. Accordingly, you can create new databases and open op to new markets.
Q. Can I ensure 24X7 service to our clients with a contact centre software?
A. You can offer 24 x 7 service to our clients using a contact centre software. This software will streamline your operations with flexible routing and IVR systems. So, enjoy a seamless workflow round the clock with contact centre software.
Q. Can contact centre solutions support multiple languages?
A.  Top contact centre solutions provide multi-language capabilities to help you address customer concerns from the global network. Along with global languages, many contact centre solutions also support call handling in regional languages.
Q. My contact centre’s capacity is not quite high at this moment. Should I invest in a contact centre solution?
A. As you acquire more clients, you will need a contact centre solution to handle the increasing number of enquiries. So, why not prepare for your business growth today! Invest in a call centre system to enhance your operating efficiency and serve your customers unfailingly. Remember, happy customers can turn into your brand ambassadors! And that too, organically.
 
Buyer’s Guide

If you consider the following factors, choosing the call centre software for your business will not be as daunting as it may appear. 

Important Features for Your Business

Once you have decided the type of call centre software which is right for your business, the next important step is to list down features which are essential to serve customer needs and increase revenue. Explore different features available with an inbound call centre software/ outbound call centre software and prioritize them according to your business functions. Along with the essential features, you may need some customized functions in call software. Ask your vendor if there is any plan to develop the software as per your requirement. Else, you can look for other options available.

Contact Centre Software Types

Different types of contact centre software are available, which vary in terms of cost, deployment time, security, ease of use and flexibility of features. Depending upon your business needs, you can opt between on-premise call centre software, cloud-based contact centre software, hosted call centre software and browser-based call centre system. Once you zero in on the type of contact software, you can narrow down on the options and get the call software which is right for your business needs.

Business Tools Integration

Another important factor to consider is business tools integration. Go for a call centre software that integrates with your CRM, live chat, social networking platforms, helpdesk and marketing automation platforms easily. The integration feature is important to enhance your team’s efficiency and productivity. For instance, with every customer call, a new contact is created in the CRM to help sales and marketing teams take necessary steps to turn leads into customers.

Flexibility
Today, call centre solutions provide more flexible features than ever. Customer service reps need just a laptop, headset and smooth internet connection to make and receive calls from anywhere. A lot can be attributed to the shift from on-premise solutions to cloud-based call centre software. Whether there is team scale up or scale down, or you are hiring a remote workforce, you can enjoy the essential features of call centre software uninterruptedly. Most of the call centre software these days are customizable, whose features can be scaled as and when required.

Scalability
When selecting a call centre software, check if you can add or remove agents easily. Also, look for other scalable features to manage the increasing call volume and unlimited concurrent calls. The software you opt for must scale with your business. Pick the one which provides simple features and doesn’t require dedicated staff for maintenance and upgrade. Ease of use and scalability come hand in hand.

Technical Support
As you and your team start using the software, you are going to need technical assistance at some stage inevitably. So, look for a vendor who has a good reputation of offering round-the-clock technical support and that too with a quick turnaround time.
 
Best-Sellers

  • Knowlarity Smart IVR
  • Deetya Soft IVR
  • MyOperator
  • AVOXI Smart Queue
  • Brainpower Call Center Ordering (CCO)
  • Mediahawk
  • Vocalcom call centre
  • CallHippo
  • Tentacle
  • IVR Guru

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