Best Outbound Call Center Software

What is Call Center Software and How Does It Work?

Call center software is more than just a system for connecting agents with customers. It’s a system with a slew of capabilities that are built to handle every part of a contact center. Whether you handle incoming, outbound or a combination of both types of calls, call center software can help you streamline your customer service and give excellent service.

Many solutions provide omnichannel support, and contact centers don’t just focus on phone conversations. This means you can manage all of your communications from a single platform, giving your customers a consistent experience.

Features of the Best Outbound Call Center Software

The finest call center software for your team is determined by your unique requirements. Depending on how you want to use it, every tool has advantages and disadvantages. Make a list of desired characteristics and then focus on your top selections to figure out which tool is best for you. A few features to think about in your search are listed below.

  • CRM integration
  • Voicemail or external routing
  • IVR
  • Skill-based call routing
  • Outbound campaign management
  • Omni-channel support
  • Cloud-based calling
  • Call recording
  • Supervisor tools
  • Reporting and analytics

List of 7 Best Outbound Call Center Software

  1. Atos

Atos Unify offers on-premise or hosted cloud solutions, as well as an on-demand cloud center. Companies with big peaks and troughs in demand will benefit from the on-demand option, which allows them to avoid maintaining an idle system.

There are two versions of their on-premise solution. Agile is intended for a single location with up to 100 agents working at the same time. Enterprise supports up to 1500 concurrent agents per system, 7500 agents per cluster, and can be single or multi-site. Enterprise provides a lot more capabilities, such as configurable interactive voice response, chatbot connections, and a variety of speech platforms to choose from. One drawback is the lack of size options, but at the large end, it’s a full package.

2. Hubspot

Hubspot is frequently regarded as a CRM rather than a call center solution. It does, however, include a lot of features that make it a superb all-in-one contact center software. With click-to-call capabilities and the ability to leverage CRM data to prioritize calls and set up a daily call queue, it’s especially well-suited to sales teams. Email scheduling and live chat are also available.

Its ServiceHub includes a universal chats inbox as well as a help desk with automation and reporting, allowing you to convert inquiries into tickets and organize them accordingly. While both of them are less traditional than many of the others on our list, the fact that they both come with free tools makes them worth a try if you need a sales or service solution.

3. Avaya

Avaya can be used in the cloud or on-premises, and it includes many of the functions listed above. It is designed to allow for individualized interactions with recurring consumers and has unique benefits aimed towards mobile callers, such as cutting toll-free expenses.

A customized desktop enables agents to establish a workflow that suits them while also providing a consolidated view of customer information. According to their website, Avaya solutions are used by nine of the world’s top ten healthcare institutions – the only drawback is that it is better suited to major multinational organizations than small businesses.

4. BT.com

BT Contact offers cloud-based services that may be scaled up or down based on demand. In a matter of hours, new agents can be added, providing for more flexible scheduling and workflow. It also allows agents to switch between inbound and outbound calls, which is useful if you’re running a marketing campaign and providing customer service at the same time. Rather than having predefined prices, the cost is scaled proportionately.

Intelligent routing, multi-channel interactions, and real-time monitoring are all features of this call center solution. When it comes to dedicated outbound calling features, such as the ability to filter for switched-off lines and show as a local number when dialing, it really shines. There are also several dialing options available, including automatic dialing.

5. CloudTalk

CloudTalk has a lot of customizability, making it ideal for companies that want a lot of control over their call center solution. The ability to construct custom call queues and use ACD (automated call distribution) to route calls to agents based on predefined rules is one of these features. You can take it a step further and assign individual calls to a preferred agent. If a member of your sales team has a long-standing relationship with a client, they might be directed to them directly.

Other customizable options include customized voicemails and greetings, which help to avoid your company appearing generic and instead provide a consistent brand experience. Click-to-call, real-time customer information, and a predictive dialer are all included, however, the cheaper tiers don’t have quite as many useful features.

6. InContact

NICE inContact is a multichannel cloud platform that is unified. It provides a number of call routing options, including IVR, and its workforce management tools let you schedule agents depending on their abilities. It also features the option to link workforce management to eLearning, making it helpful for organizations that need to train new employees on a regular basis.

It has good CRM connectivity with common programs, and you can track a variety of industry-standard indicators with CXone reporting and analytics. It supports both inbound and outbound campaigns and includes predictive dialer capabilities and call suppression. It’s geared for both SMBs and large companies.

7. RingCentral

RingCentral is a cloud-based service that offers complete omnichannel assistance and CRM connectivity. It prioritizes skills-based call routing, powerful supervisor tools, and agent management software. It avoids some of the challenges that other software has had with trying to upgrade outdated systems because it was created in the cloud, for the cloud.

Workforce Optimisation Pro is one of the things to consider when utilizing RingCentral. This feature is built into the cloud contact center system and allows you to create timetables, monitor deadlines, and review calls. When you combine this with the performance management dashboard, you get a solution that benefits both your staff and your consumers.

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