Top 5 Cloud Call Centre Software in 2021-2022
The key to effective customer support is not only well-trained operators, but also quality call centre software. Modern technologies help automate operational and business processes in a call centre, as well as increase employee productivity.
The main tasks of software for any call centre are automation and increasing the efficiency of operational processes: call distribution, filling in customer information, routing, etc.
Optimisation of business processes is also important: the ability to monitor the performance of operators in particular and departments in general, analyse key performance indicators and monitor the work of the call centre in real-time mode.
When choosing call centre software, you can improve your customer service by using software that is cloud-based. These are the main advantages of such a solution:
- Better customer service management
- Improved reporting
- Increased efficiency
- Centralised data collection
- Reduced costs
- Increased sales and customer satisfaction
- Enhanced data security
- Multichannel support
5 Best Cloud Call Centre Programmes in 2021-2022
- Shifton
Manual scheduling shifts for operators takes too much time and effort for call centre managers. The Shifton online app optimises day-to-day scheduling operations, reduces turnover and increases employee engagement in order to deliver the best possible customer experience. The Shifton cloud service is ideal for scheduling shifts in a call centre. The functionality of the application allows managers to create optimal work schedules, easily schedule shifts and distribute tasks between operators. In addition, employees can independently adjust their work schedule by swapping shifts (with the confirmation of the swap by the manager, if necessary). Shifton helps you create an optimal balanced schedule that ensures the best quality service to your call centre customers.
- CloudTalk
This innovative cloud-based software provides several unique tools for call centres. The custom waiting in call queuing feature eliminates call forwarding, which helps the sales team close more deals by automating the dialling process. CloudTalk also maintains a high level of customer satisfaction through intelligent call routing, Click-to-Call and IVR options. CloudTalk allows you to set up an online call centre with all available devices from anywhere in the world while maintaining local presence with local phone numbers. In addition, this call centre software offers hundreds of integrations with CRM, e-commerce, tech support, shopping carts, Zapier and APIs.
- Avaya
Avaya Contact Centre is a universal cloud or hybrid automation solution for inbound and outbound applications for voice, video, email, and group chats. A unified multi-channel communication system allows remote operator groups to handle calls from anywhere. Avaya Contact Centre also provides the features of screen capture, training, and call quality management, as well as real-time reports and statistics for any selected period. In addition, this cloud-based call centre software offers engagement recording, voice analytics, and automated scheduling features.
- MyOperator
MyOperator call centre software allows you to manage multiple calls without spending too much time and effort. The benefit of using this call centre software solution is that it has innovative features such as adding music on hold and the ability to take notes while in a conversation with a customer. MyOperator is an easy-to-use cloud service that offers API integration. Its main purpose is to record, forward, transfer and track calls. However, you can also export the call log data for performance analysis as needed.
- Dialpad
Dialpad is a web application which helps you take your business communication to the next level. It enables you to communicate with your clients, employees and other businesses with utmost ease, making your business communication more efficient and effective. Whether it is voice-based communication or text messages, Dialpad has great solutions for them all. It takes your communication to a new level so that you also enjoy your time while speaking to your clients.
Conclusion
The right cloud-based call centre software helps improve efficiency, productivity and customer service. We choose the Shifton online service since it is the perfect application for efficient call centre management.
If you do not use Shifton for your business yet, then it's time to get started! Register and try all the features of the online application for 2 months for free!
Daria Olieshko
A personal blog created for those who are looking for proven practices.
