Many call centers use software to speed up client interactions and make them more effective. The software integrates into the business’s other systems and incorporates modern technology like AI and IVR. Any business, from telemarketing companies and online merchants to charities and help desks, can use it to improve their efficiency. But, since there are many providers, organizations must research, compare the available call center platforms, and choose the right one based on their needs.

Evolution of call center platforms
Over the years, call center platforms have evolved and become more advanced. Earlier, they mainly supported voice or telephone-based conversations. But today, they offer multichannel support, including live chats and emails, which has helped improve customer experience. Some even use Artificial Intelligence (AI) to automate tasks and save time.

Benefits of a call center platform

1. Improved customer experience
Platforms that support Automated IVR (interactive voice response) provide several features that help improve customer experience. For example, they route inbound calls to the right call center agent who can address and resolve customer grievances in time. The system also identifies urgent callers and lets them skip forward to get immediate help.

2. Enhanced brand image
When facing an issue with a product or service, customers first contact the company’s call center for help. If the agent helps resolve the problem quickly and efficiently, it improves the brand’s image, and customers place their trust and loyalty in the business. That’s why investing in a good call center platform is important. The tool can help resolve queries in time and ensure customers are satisfied.

3. Improved productivity
Just like customers dial a toll-free number to contact the business, the business also makes several calls to reach out to potential customers or clients. This keeps call center agents busy throughout the day. Sometimes, making and receiving endless phone calls takes a toll on them, which is why investing in software is important. The tool streamlines mundane tasks like call logging and follow-ups, and agents can better focus on complex issues like solving customer complaints. Some are also programmed to respond automatically to minor queries, reducing the agents’ workload.

4. Integration with other software
Most call center platforms integrate with other business software, making things much easier. For example, they integrate with CRM systems , so agents can access customer details quickly, reducing waiting time.

5. Performance measure
Call center platforms collect and analyze data, such as the average time taken to resolve an issue and the number of calls attended within a day. Such data helps businesses assess the quality of their services and take necessary corrective steps. It can also be used to track agent performance and identify areas of improvement.

6. Better security
Most call center platforms are secure and have massive storage spaces and backup systems. So, the chances of losing client data or falling victim to cybercrime are relatively low.

7. Help with marketing
Call center software systems are great marketing tools since they can answer sales calls quickly and avoid losing potential customers to wait time. Also, as more processes within the organization get automated, it offers space and time to reach a larger customer base and scale up the business.

Leading call center platforms to explore

1. Talkdesk
With a free trial of 30 days, Talkdesk is excellent for those new to call center platforms. It has a comprehensive suite of call center-specific tools, including session routing, autodialer, and speech analytics. The program can be especially beneficial for remote working agents since it monitors them thoroughly. Some other features, like call transcription, next-best-action recommendations, and proactive outbound engagement, can improve overall agent productivity.

2. LiveAgent
This all-in-one help desk software has several exciting features, like no setup fee, a 30-day free trial, and an anytime cancellation option, which can benefit new businesses. Standard benefits include ticket routing, AI answer assistant, predefined messages, email templates, and voice integration. LiveAgent plans start at $9 per agent per month and go up to $69 for large enterprises and companies needing more robust features.

3. Zendesk Talk
The basic plan for this software starts at an affordable price of $16 per agent per month. All plans provide omnichannel communications, a ticketing system, and an AI-powered auto-attendant. One can also get a free trial to check out the service and its integration before buying it. Startups, in particular, can explore their six-month free option and access an exclusive founders’ community.

In conclusion, call center platforms are a sound investment option for growing businesses. But , businesses must research different systems and their offerings, training requirements, setup, and integration before choosing one.