Best VoIP Call Center Solutions

VoIP call center solutions offer businesses today more features than ever. From integration with third-party software to advanced routing capabilities, VoIP for call centers can do just about anything. VoIP call center solutions allow even smaller businesses to access the best technology available today. Whether your call center is inbound, outbound, or blended, finding the right call center solutions can increase the productivity of your agents. 

Call Center Software: Pros and Cons

If you’re looking for VoIP solutions, you might be wondering whether call center software or contact center software will be best for you. Although both call centers and contact centers provide the same kind of service, they each have their own unique attributes. 

Call center software is exactly what it sounds like: software that enables you to place and receive calls. All you need in order to use your VoIP call center software is an internet connection and an internet-capable device. Because call center software uses VoIP service, you have access to a huge variety of features, such as call forwarding, call routing, and call recording. Additionally, VoIP call center solutions are extremely scalable, allowing you to easily expand or decrease the number of lines and features. 

Traditional call centers require agents to work on-site. With the advent of VoIP, the ability to have agents working remotely allows for greater flexibility. You might still have an onsite call center, but also have some employees work from home. Additionally, call center software is reliable and feature-rich. Unfortunately, if you only have call center software, you’re missing out on other ways to communicate with your customers. 

Pros: 

• All you need is an internet connection and a device
• Make and receive crystal clear calls 
• Features like call routing, call forwarding and call recording
• Cost-effective and scalable
• Access from anywhere in the world

Cons:  

• Can only work with customers over the phone
• Quality of communication may not be as high as at a contact center
• Can only track a limited number of customer insights

Contact Center Software: Pros and Cons

Contact center software is an expansion on the capabilities of call center software. Contact centers make and receive phone calls, but they also offer multi-channel communication. This means that your customers can also reach you through SMS, pop-up chats,as well as over email, video call, or even social media. These additional means of communication offer many more opportunities for customer interactions, increasing customer satisfaction overall. 

When customers communicate with your business, they share personal information about themselves. As agents communicate with customers, they are able to keep track of that information. With the extra communication capabilities of contact centers comes the opportunity to track more customer insights as they engage across different communication channels. Call centers yield far fewer insights in comparison. More in-depth customer profiles lead to better customer service. 

Pros:

• Multi-channel communications makes reaching your customers that much easier
• All you need is an internet connection and an internet-capable device
• All the features of call center software and more
• Ease of communication leads to customer satisfaction, which typically leads to repeat customers
• Cost-effective and scalable
• Ability to track many more customer insights than at a call center

Cons:

• Omnichannel communication means you’ll need to train employees on how to use each channel
• May need to hire contact center employees with more skills to manage the variety of communication methods

Best Providers of VoIP Call Center Software

If you’re looking for VoIP call center solutions, you’re probably wondering who the best provider is. While there are many high-quality VoIP providers to choose from, here are some of our top picks for the best providers of VoIP call center software.

• Nextiva

Our number one pick is Nextiva. Nextiva offers the best VoIP call center phone service. With one of the most reliable networks, eight points of presence, carrier-grade data centers, and 99.999% uptime, you can rely on Nextiva to perform. Nextiva offers omnichannel presence and is completely cloud-based. Access all of its huge variety of features via the Nextiva app. Nextiva offers some of the most advanced reports on customer analytics and allows you to track customers from lead to end journey. Analytics on agent performance also allow you to manage your employees and ensure high-quality customer service. Set up is easy, with help and guidance as you install your cloud-based call center software. Customer relationship managers are also available to help you with more in-depth assistance. 

• Five9

As one of the first providers of hosted call center solutions, Five9 is feature-rich, helping call center employees work more efficiently to be more productive. With crystal clear voice quality and guaranteed uptime of 99.999%, Five9’s secure network is incredibly reliable. Whether your call center is inbound, outbound, or blended, you can customize your call center solutions with the features you need. Omnichannel presence allows you to meet your customers where they are and gain more insights. 

• Talkdesk CX Cloud

If you’re looking for a platform that does just about everything, Talkdesk CX cloud is definitely one to consider. Offering end-to-end contact center solutions, Talkdesk helps you optimize customer experience. Talkdesk is both intuitive and easily adaptable, with integrations with Zendesk, SFDC, and more. Talkdesk is one of the best VoIP providers for your call center phone needs. With omnichannel capabilities and powerful AI features, you’ll be able to increase the efficiency of your call or contact center. 

Twilio Flex

• If you’re looking for VoIP call center solutions that give you a high degree of customization, Twilio Flex might be the platform for you. Whether your contact center is inbound, outbound, or blended, Twilio Flex can be programmed to suit your needs. From integrations to preferred channels of communication, you can customize Twilio to create your ideal contact center. Some of Twilio’s key features include warm and cold transfers, autopilot automated speech recognition bot, real-time capacity updates, and more. 

• NICE CXone

If your large organization is looking for call center solutions, NICE CXone by NICE inContact offers omnichannel software that can handle high call volume. With a huge number of features, NICE CXone offers omnichannel communication, reporting, analytics, and workforce management in one platform. Integration of third-party software, such as Zoom, Salesforce, and Microsoft Teams, helps you work more efficiently. 

• Dialpad

If you’re looking to increase the speed and effectiveness of outbound calls, Dialpad might be the call center solution for you. With an AI-powered sales outreach tool and numerous dialing modes, Dialpad also offers detailed coaching and post-call analytics. This cloud-based platform allows you to get your call center up and running in minutes, with intuitive features that help your agents perform more efficiently.  

Call Center Software Must-Have Features

When it comes to choosing your call center software, there are some features that are must-haves. Most of the best VoIP call center phone plans should include the following as standard features. Some plans, however, may require you to upgrade your plan to access these features: 

• Interactive Voice Response (IVR)

IVR is a technology that allows your customers to interact with a prerecorded phone menu either by voice activation or DTMF tones. Essentially, the menu gives customers options such as, “Press or say ‘one’ for sales.” IVR ensures that customers are sent to the right department, with agents trained to handle their specific needs. Additionally, many business processes can be automated with the use of IVR. Tasks like bill pay, prescription refills, and account information can all be handled by the IVR menu so agents can handle more complex matters. IVR is a key feature for any VoIP call center software. 

• Call recording

Another must-have feature of any call center software is call recording. Call recording allows you to record phone calls so you can listen to customer interactions. Recorded calls, which are stored in the cloud, can be used for training new agents, reviewing interactions with customers, and more. 

• Automatic Call Distribution (ACD) and call routing

ACD is an automated way to route calls to agents based on different criteria. This increases the productivity of a call center so that more calls can be handled at once. Some of the strategies used to route calls include list-based, round-robin, skills-based, and simultaneous ringing. Your VoIP for call center software should allow you to customize your ACD based on your needs.  

• Customer Relationship Management (CRM) integration

CRM software collects and stores customer, business, and sales data in one place. The best call center solutions offer integration of third-party CRM so that agents don’t have to go back and forth between apps and screens. Typically, when connected with a customer, the system will pull the information up for the agent for easy access. 

• Automated callbacks

If there’s one thing that’s true for every call center, it’s that customers hate long hold times. Automated callbacks allow the customer to keep their place in line while off the phone. When the caller’s place has reached the front of the queue, the system will call them back. Automated callbacks increase customer satisfaction as well as decrease the pressure on agents to move through calls too quickly. 

• Auto dialers

In an outbound call center, auto dialers decrease the amount of time wasted on dialing numbers and waiting for customers to answer the phone. Auto dialers help your agents work more efficiently. Some auto dialers are used to send information to customers, such as appointment reminders and bill pay options. Auto dialers have several different modes to choose from, including predictive dialing, power dialing, progressive dialing, and preview dialing.  

• Call queuing

Call queuing is another key feature for any call center software. Once customers have interacted with the IVR and been routed to the right department via the ACD, they are placed in the call queue. Customers wait on hold, typically listening to music or a prerecorded message, until an agent is available to help them. Proper management of call queuing cuts down on wait times for customers and helps your call center run that much more efficiently. A well-managed call queue also helps cut down on turnover. When agents don’t have to spend significant time with angry customers, they’re much likelier to stay. 

• Reporting and analytics

Tracking KPIs is essential for any business’s long-term success. KPIs can be especially helpful for helping improve the efficiency and effectiveness of a call center. Most VoIP call center solutions offer some form of customizable reporting and analytics, with reports at both the agent and department level. Some key metrics for call centers include first call resolution rates, average talk time, average hold time, call abandonment rates, and more. 

• Call monitoring

Call monitoring lets someone else listen in on a call. Typically used while training new agents, call monitoring also allows supervisors to keep track of how individual agents are performing. Call whisper is a feature of call monitoring that allows the supervisor who is listening in to “whisper” guidance to the trainee. The agent hears both the customer and the supervisor, but the customer only hears the agent they are working with. Call barge lets the manager take over the call if need be. 

• Omni-channel routing

Omni-channel routing is essential for any business using omnichannel communication. Omni-channel routing makes sure all channels of a customer’s communication are synced so that everyone is on the same page. It also assigns tasks from various channels to agents based on availability and ability to take on work. 

• Caller ID

Caller ID displays the name and phone number of the customer calling. It might seem basic, but Caller ID plays an important role in helping agents prepare to take a call. 

What to Look for in Call Center Software

When you’re trying to decide which VoIP for call center provider to go with, there are a few important things to look for. In addition to the above must-have features, security and reliability are crucial. Here are some things to look for when considering different VoIP call center solutions:

• Security: With all the data you collect about customers, security is of the utmost importance. Security breaches put your customer’s data into the hands of bad actors and decrease consumer confidence in your brand. Although it’s impossible to completely stop data hacks, the best VoIP call center phone providers offer security features that lessen the likelihood of a breach. You’ll want to make sure your VoIP service provider offers features like two-factor authentication, end-to-end encryption, third-party audits, third-party security certifications, and more. 
• Service level agreement: When you choose a VoIP for call center provider, you’ll sign a contract called the service level agreement (SLA). The SLA will outline certain guarantees on the part of the provider so you know what to expect. Most SLAs will contain information about guaranteed uptime, features, pricing, contract length, billing details, penalties, as well as exclusions. Make sure you review the SLA thoroughly to ensure you’re getting the service you need from your provider.
• Guaranteed uptime: When it comes to choosing a provider, guaranteed uptime is one of the most important factors to consider. Uptime is the amount of time your call center is up and running. Only choose providers with a guaranteed uptime of 99% or higher. 
• Network reliability: Choosing a provider with network redundancy will ensure that their network is truly reliable. Make sure the provider you go with has data centers in multiple cities across the country. 

Best VoIP Call Center Solutions Conclusion

Finding the right VoIP call center solution for your business might feel daunting, especially given the number of options. At OneStop Communications, we can help you find the right VoIP service provider for your call center. We serve the entire Southeast of the US and work with the best VoIP call center providers in the nation. Contact us today to take advantage of our reliable and affordable service. While we’re based in Atlanta, we also serve the entire southeast including Miami, Birmingham, Tampa, and more! Click here to get your free quote!

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