Customers can easily make or break your business, which is why it is vital that you cater to your customers’ queries successfully and as quickly as possible! Having a strong and highly responsive customer support team may sound like the ideal option; however, it is not the only option, there are Contact Center Operations Software to use. There can be several situations, such as high volume of calls, urgent requests, instant resolutions requested by the customers, etc., which may leave your customer agents overwhelmed and affect their productivity.
So, how can you ensure that your customer agents are not too burdened, and your customers are satisfied as well? The best option, which is being embraced by the majority of the businesses, is to invest in an efficient and top of the line Contact Center Operations Software. In this post, we will provide you a brief understanding of what this software does, some of its key benefits, and which are the top five Contact Center Operations Software to use in 2022.
Table of Contents
What is Contact Center Operations Software?
A Contact Center operations Software offers a wide range of tools and functionalities that help businesses to run their customer support center in a more efficient and streamlined manner. Whether your business relies on traditional telephone-based contact support or on multi-channel support, having the right contact center operations software will ensure that all your customer support functions are carried out smoothly and efficiently.
A Contact Center Operations software offers several features, such as routing calls correctly, executing omnichannel strategy, providing agents with all the required details, metrics on call volumes, call trends, agent efficiency, etc., outbound contacting, and more. Having a single platform offering all these features and functionalities ensures that you always provide exceptional service to your customers.
Benefits of using Contact Center Operations Software
Here are some of the key benefits of investing in a Contact Center Operations Software.
- The major benefit of using this software is that you will be able to provide improved and better customer service management.
- By taking the undue pressure off your agents, it will help in boosting their productivity.
- Investing a contact center operations software is more cost-effective than investing in multiple customer agents or different tools.
- The software is capable of prioritizing urgent calls which ensures that your customer agents respond to them immediately.
- Contact center operations software also helps in boosting and maintaining your customer’s data security.
Top 5 Contact Center Operations Software
Today, there are several contact center operations software available, and it can be quite overwhelming to choose one among them. Hence, we have created this list of the top five contact center operations software to make it easier for you to know more about the best in the industry.
Aircall
With its wide range of features and seamless integration with most of the help desk tools, Aircall is considered as one of the top call center software! This platform is a cloud-based call center solution that helps businesses to become more productive and efficient. If enhancing customer experience is your goal, then we highly recommend Aircall! Apart from benefiting from all the key features, such as call routing, IVR, etc., this platform also offers some additional features which further enables businesses to improve and enhance their customer experience. One such feature is the call whispering feature through which managers can quickly advise their teams while staying in the background to ensure better impact and provide immediate resolutions. Aircall also offers insightful analytics about how well your agents are performing – individually as well as the overall team.
Features
Some of the key features of Aircall include:
- IVR
- Cloud-based calling
- Call routing
- Call queuing
- Queue callback
- Call whispering
- Live call monitoring
- Skill-based routing
- Concurrent calling
- Call center management
- Knowledge management
- Reporting/Analytics
- Dashboard
- VOiP number
Pros
- Aircall is a simple to configure tool and it is very easy to set it up as well.
- Compared to some of the other top contact center operations software, Aircall has a more extensive integration library.
Cons
- The IVR system needs to be more robust and user-friendly.
- The pricing plans offered by Aircall are too expensive for small scale businesses.
Pricing Plan
- Essentials – $30/user/month/billed annually
- Professional – $50/user/month/billed annually
- Custom – Custom pricing
Dialpad Contact Center
Dialpad Contact Center is an AI-powered, cloud-based contact center operations software that enables businesses to improve the efficiency and productivity of their customer agents as well as boost their customer experience. Suitable for businesses of all sizes, this platform offers a user-friendly interface with deep communication insights. Dialpad Contact Center offers several useful features, such as combat cards which appear at the right time, enabling agents to provide customized customer experience, skill-based routing, tools like Take-over, Listen-in, and Barge-in for managers, QA scorecards, and more. This tool is compatible with all your personal devices, thus, making it easier for you to stay connected at all times. This is a great platform for businesses who wish to deploy online contact centers across the globe within a few minutes!
Features
Some of the key features of Dialpad Contact Center include:
- Agent interface
- Alerts/Escalation
- Auto-Dialer
- Automated routing
- Automated attendant
- Call logging
- Call monitoring
- Call routing
- Call recording
- Automatic call distribution
- Call center management
- Speech analytics
- Concurrent calling
- Inbound screen pop
- Sentiment analysis
Pros
- Dialpad Contact Center is very easy to navigate, and it is easy to track all inbound/outbound calls.
- Since this solution can be easily installed on smartphones as well, it makes it easier for the users to access the platform at any time and from anywhere.
Cons
- Dialpad Contact Center needs to be more compatible with other languages, especially if it is being used by multilingual companies.
- The platform is quite glitchy, requiring users to restart it multiple times in a day.
Pricing Plan
- Business Communications – Standard ($15/user/month/billed annually), Pro ($25/user/month/billed annually), and Enterprise Plan (custom pricing)
- Meetings – Free plan and Business Plan ($15/user/month/billed annually)
- Contact Center – Custom pricing
- Sales Dialer – Pro Plan ($95/user/month/billed annually) and Enterprise Plan (custom pricing)
8×8
8×8 is a contact center operations software that enables omni-channel routing, and offers features like workforce management, speech and sentiment analysis, etc., all of which together help in enhancing customer experience. You will also find all the other major features that is expected in a top contact center operations software. This platform can be seamlessly integrated with Salesforce, Microsoft Team, and ServiceNow. It is also compliant with HIPAA, ISO 27001, and FISMA SP 800-53 R4, ensuring high levels of data security. 8×8 is a cloud-based solution and it allows businesses to set up their local presence with local phone porting along with direct dialing option to 120+ countries.
Features
Some of the top features of 8×8 include:
- Agent interface
- Auto-Dialer
- Call recording
- Call scripting
- Quality management
- IVR
- Inbound/Outbound call center
- Campaign management
- Automated routing
- Computer telephony integration
- Predictive dialer
- Reporting/Analytics
- Speech analytics
- Dashboards
Pros
- 8×8 offers a wide range of CRM integration options.
- The speech analytics feature facilitates better and more effective coaching with the help of its evaluation forms.
Cons
- The customer support service of 8×8 is not as robust as those offered by other top contact center operations software.
- The platform could be more user-friendly and intuitive.
Pricing Plan
- Small business phone system – $12/user/month
- X2 – $24/user/month
- X4 – $44/user/month
Five9
Five9 is an Ai-power cloud contracting platform that enables businesses to facilitate better and improved customer experience. Similar to the other top software in this category, Five9 also comes equipped with all the major features and is suitable for businesses ranging from small to medium to large enterprises. So, from integrating inbound and outbound communication functions to routing features to providing deep analytics insights to CRM integrations – there is a lot that you can do with this platform. This is definitely a highly recommended tool for businesses who wish to enhance their customer experience by automating their workflows, streamlining the operations, and increasing their business agility. Five9 uses omni channel routing, analytics, Ai, etc., to provide complete end-to-end contact center solutions.
Features
Here are some of the key features of Five9.
- Activity dashboard
- Agent interface
- Auto-Dialer
- Alerts
- Call logging
- Call monitoring
- Call recording
- Call routing
- Call scheduling
- Call tracking metrics
- CRM
- IVR
- KPI monitoring
- Sentiment analysis
- Predictive dialer
- Integrations
- Reporting/Analytics
Pros
- Five9 is a scalable tool which can be easily modified as per your contact center requirements.
- Five9 allows the users to communicate with their customers using different channels.
Cons
- The learning curve for Five9 is quite steep when compared to some of the other top contact center operations software.
- The response time in Five9 is much longer, such as the time taken from logging to logging calls is quite long.
Pricing Plan
- Five9 offers various pricing plans, all of which are custom priced. To know the exact pricing, we recommend you contact the vendor directly.
UJET
The final software in our list of top five contact center operations software to use in 2022 is UJET. This AI-powered platform is cloud-based which helps businesses to digitally improve their customer experience. Users can benefit from a wide range of features and functionalities offered by this tool, such as facilitating seamless communication between your agents and customers. UJET can also be integrated with CRM platforms, WFM portals, and QM. It is also a great option for businesses who have a global presence as UJET offers its support in 15+ languages. From creating new rules for call routing to customizing existing ones to escalating and transferring calls – you can do all this and more using UJET. Users are also assured of their customer’s data security as this platform is compliant with SOC 2 Type 2, SOC 1 Type 2, SOC 3 frameworks, and HIPAA and FINRA regulations.
Features
Below are some of the top features of UJET.
- Activity dashboard
- Alerts/Escalations
- Automatic call distribution
- Call logging
- Call monitoring
- Call recording
- Call routing
- Call transfer
- Communication management
- CRM
- IVR
- Reporting and Analytics
- Real-time chat
- Multi-channel communication
- Inbound/Outbound call center
Pros
- UJET can be seamlessly integrated with external CRM platforms which makes it easier for the users to perform their tasks.
- One of the major advantages of UJET is its simplicity. It is a simple to use platform which does not require too much effort in setting up as well.
Cons
- UJET does not offer any customization options which is a feature offered by several other top contact center operations software.
- There are some bugs in the system which result in issues like calls showing as disconnected but still connected, new call alerts while the agent is still on a call, etc.
Pricing Plan
- UJET offers quotation-based custom pricing. We recommend you contact the vendor directly to know the exact pricing.
Conclusion
So, there you have it – our list of the top five contact center operations software to use in 2022. As mentioned earlier, your customers are key to your success; hence, it is vital that you have an efficient system in place to ensure that you are able to cater to your customers in the best way possible. It is also a great way to ensure that your customer agents are not overburdened and are able to perform with high efficiency.
Do check out SaaSworthy to find out details about more such amazing and helpful software!
