11 call center software solutions to optimize your customer relations
Good call center management is at the heart of every company's strategy for improving relationships with each other, and with prospects and customers. Beyond facilitating the acquisition of new customers, this relationship, if well nurtured, helps to convince, retain and retain your customers in your sales processes and tunnels.
Managing a call center, whether it's for customer service or sales, brings together many challenges: time and staff management, optimizing the customer journey and customer satisfaction, or even IT issues. As a company with a call center, you're likely to face one or more of these issues.
This is where good call center software can make all the difference, helping you to improve the customer journey within your company. This type of software also provides you with considerable help on the managerial front by facilitating the work of your agents and enabling managers to better assist them. 🔥
What criteria should you take into account to find the right call center software for you?
The call center software you're going to use has to have indispensable features. That's why we've made sure that the software we've selected has the following features:
- real-time visibility of current interactions;
- interactive voice response (IVR);
- call-back functions;
- analysis ;
- reports on your organization's performance;
- the possibility for third parties to join ongoing conversations.
The 11 best call center software
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 3CX |  Aircall |  Avaya |  Axialys |  Bitrix24 |  KIAMO |  LeadDesk |  NobelBiz OMNI+ |  Ringover |  Talkdesk |  Zendesk Talk |
|---|---|---|---|---|---|---|---|---|---|---|
| For all companies | For companies with more than 1 employees | For all companies | For companies with more than 50 employees | For companies with more than 1 employees | For companies with more than 50 employees | For all companies | For all companies | For companies with 2 to 5000 employees | For all companies | For companies with more than 1 employees |
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| Learn more about 3CX | Learn more about Aircall | Learn more about Avaya | Learn more about Axialys | Learn more about Bitrix24 | Learn more about KIAMO | Learn more about LeadDesk | Learn more about NobelBiz OMNI+ | Learn more about Ringover | Learn more about Talkdesk | Learn more about Zendesk Talk |
3CX
Introducing 3CX
3CX is a cloud-based IP telephony solution that simplifies the management of corporate communications. Compatible with various devices and integrated with your business tools, 3CX centralizes calls, video conferences and instant messaging on a single platform, wherever your teams are.
Benefits and highlights
3CX is distinguished by the following features:
- Centralized VoIP calls: reduce costs while maintaining high call quality.
- Unified interface: manage all communication channels via a single platform.
- Flexible deployment: available on-premise, in the cloud or in hybrid mode, depending on your needs.
- Easy CRM integration with Microsoft 365, Salesforce and others.
What we like about 3CX
3CX's flexibility and intuitiveness make it an ideal choice for optimizing communications management. Its user-friendly interface and seamless integration with your business tools facilitate the work of your teams while providing efficient management of customer interactions.
3CX
Aircall
Aircall presentation
Aircall is a cloud telephony solution designed specifically for businesses looking to centralize and optimize their communications. Aircall integrates easily with a multitude of business tools, such as CRM and support platforms, delivering a seamless and consistent user experience.
Benefits and highlights
Aircall boasts several key features that meet the needs of modern call centers:
- Cloud-based call management via a secure cloud platform, without the need for a complex hardware infrastructure.
- Real-time supervision with access to call recordings for ongoing agent training.
- Advanced call routing options, ensuring that every call is directed to the right agent according to rules you define.
What we like about Aircall
What makes Aircall particularly attractive is its ease of implementation and intuitive interface. The absence of hardware requirements makes installation quick and straightforward, ideal for growing businesses or those with decentralized teams.
Aircall
Avaya
Introducing Avaya
Avaya is an enterprise communications solution offering a complete range of products for call centers and unified communications. Cloud-based, Avaya enables businesses of all sizes to efficiently manage their customer interactions by centralizing calls, messages and video conferencing on a single platform.
Benefits and strengths
Avaya stands out for its many features that meet the complex needs of call centers:
- Integrated platform to manage calls, messages, videoconferences and even social network interactions.
- Advanced CRM integration.
- Advanced call management features ensure that each customer is directed to the most qualified agent to handle their request.
- Real-time supervision tools with the ability to adjust strategies according to operational needs.
What we like about Avaya
Avaya is particularly appreciated for its ability to adapt to the needs of large enterprises while offering an intuitive user interface. The depth of its unified communications features not only enables effective management of customer interactions, but also strengthens internal collaboration.
Avaya
Axialys
Introducing Axialys
Axialys is a Cloud solution that integrates with your existing business tools (CRM, ticketing, etc.). This software enables your teams to stay connected, wherever they are, while optimizing your customer paths.
Benefits and strengths
Axialys is a call center solution which, in addition to adapting to your needs and those of your teams, gives you access to the following features :
- an interface that provides an extension enabling your agents to answer calls from their browser, wherever they may be;
- real-time management of calls made by your agents, with a 360° view of your call and contact center management;
- direct access to your agents' conversations, so you can assist and guide them without their hearing you.
What we like about Axialys
Via the interactive voice server interface, you can control your organization's call flows by automating telephone reception, and qualify your callers' requests so as to redirect them as effectively as possible to the agents concerned.
Axialys
Bitrix24
Introducing Bitrix24
Bitrix24 is an all-in-one platform that combines customer relationship management (CRM), enterprise telephony and collaboration functionalities. Ideal for companies looking to centralize their business and communication processes, Bitrix24 offers a flexible cloud solution that adapts to the needs of teams, whether in the office or at home.
Benefits and strengths
Bitrix24 stands out for its multiple integrated functionalities that facilitate the management of call centers and customer interactions:
- Team collaboration tools combining telephony with task management, internal chat and document management tools.
- Process automation for calls, follow-ups and reminders, reducing agent workload and improving efficiency.
- Flexible deployment : available in cloud or on-premise versions, Bitrix24 adapts to the specific needs of every company, large or small.
What we like about Bitrix24
Bitrix24 stands out for its integrated approach, combining CRM, telephony and collaboration tools in a single platform. What we particularly like about Bitrix24 is its ability to automate repetitive tasks while maintaining precise traceability of customer interactions thanks to its powerful CRM. What's more, its deployment flexibility enables companies to choose the solution best suited to their infrastructure, while offering an intuitive interface that makes it easy for users to get to grips with.
Bitrix24
Kiamo
Introducing Kiamo
Kiamo is a multi-channel call center solution that helps you manage your interactions with customers and prospects. The solution is ideal for any organization wishing to optimize the efficiency of its customer relations.
Benefits and strengths
In addition to capturing and distributing multimedia flows according to rules you can set, Kiamo is a solution that offers a number of complementary services:
- management of all the interactions you have with your customers through a single interface ;
- prioritization of the interactions your teams have with your customers according to the rules you define, before forwarding them to your available advisors;
- simple integration within your infrastructure, adapting to existing information and telephony systems.
What we like about Kiamo
Kiamo gives the call center supervisor access to tables providing real-time information on actions and interactions in progress. This information is derived from almost 800 customizable indicators, which the supervisor can select according to what he or she considers to be a priority for the smooth running of the call center.
KIAMO
LeadDesk
Introducing LeadDesk
LeadDesk is software for call centers and contact centers. The solution is both an outbound sales prospecting software designed to triple the efficiency of your agents, and an omnichannel customer service system, managing all your communication channels on a single platform.
Benefits and strengths
Many users are satisfied with LeadDesk thanks to its easy, intuitive handling, operation and customization. But the software also stands out thanks to the following points:
- the ability for your staff to make between 40 and 120 calls each, on a daily basis ;
- a user interface that can be mastered in just a few clicks;
- calls made directly from the CRM your teams use.
What we like about LeadDesk
Operational stability: the infrastructure used by LeadDesk is high-performance, ensuring near 100% operational stability.
LeadDesk
NobelBiz OMNI +
Introducing NobelBiz OMNI +
NobelBiz OMNI + is the all-in-one solution for call centers that want to simplify their agents' workflows. Whatever channel you use to reach your customers and prospects, the solution adapts to provide the best possible experience for your callers.
Benefits and highlights
In addition to an optimal customer experience, NobelBiz offers a real advantage by providing a secure yet customizable solution :
- IVR and voice recognition ;
- call logging;
- fully customizable call scripts .
What we like about NobelBiz OMNI +
With over 20 years' experience in call center management, NobelBiz understands the needs of these structures. That's why the application offers integrated, customizable and optimized functionalities to adapt to any type of use your teams may have.
NobelBiz OMNI+
Ringover
Introducing Ringover
Ringover is VoIP software that simplifies your organization's telephony systems. The solution lets you manage telephony, videoconferencing, instant messaging and call centers all at once.
Benefits and highlights
In addition to all the telephony functions offered by Ringover, you'll also have access to the following features:
- Calling, video conferencing and instant messaging to over 100 destinations;
- over 60 software integrations (HubSpot, Salesforce, Zoho, etc.);
- assistance for your sales prospectors by having all available information on the person making an incoming call.
What we like about Ringover
Your agents' calls can be personalized so that incoming calls are redirected to the right agent, according to rules and criteria you define. Your caller is then sure to speak to someone who already knows his or her issues.
Ringover
Talkdesk
Introducing Talkdesk
Cloud-based contact center software, Talkdesk provides companies with a solution to optimize the experience of their customers and prospects. Every year, the software adds almost 100 new features to offer users a call center software that's as close as possible to their expectations.
Benefits and strengths
In addition to its user-friendly interface, Talkdesk offers a host of additional benefits to suit all types of business:
- more than 50 integrations are available to ensure that the software is as close as possible to your needs (Salesforce, Zendesk, Slack, Microsoft Teams, etc.);
- intuitive, easy-to-use interface customization and modification without having to touch a single line of code;
- operational implementation of your call center in just a few weeks if you're starting from scratch.
What we like about Talkdesk
Talkdesk offers seamless integration with the CRM systems used by your organization. What's more, the automation of workflows is crystal-clear, from the very first minutes you start using the software.
Talkdesk
Zendesk Talk
Introducing Zendesk Talk
Integrated call center software, Zendesk Talk enables you and your staff to provide customers with tailor-made solutions to the problems they encounter.
As soon as an incoming call comes in, the software brings you the information you need about the person you're talking to. Part of the Zendesk suite, Zendesk Talk lets you handle calls, SMS and voicemail in the blink of an eye, all from a single interface.
Benefits and strengths
In addition to benefiting from the expertise of Zendesk's developers, Zendesk Talk offers a number of features likely to interest the most demanding businesses:
- easy integration with all the channels you already use to communicate with your customers and prospects;
- customer information is displayed to give you direct context on the purpose of an incoming call;
- each incoming call is accompanied by a ticket showing the caller's contact history , to facilitate your follow-up.
What we love about Zendesk Talk
It doesn't matter how your customers contact you. Whether by phone, chat, e-mail or social networks, Zendesk Talk gives you access to an omnichannel solution making your customer service more efficient.
Zendesk Talk
Call center software: an indispensable aid for your team
As you can see, the choice of high-performance call center software is essential for your company if your employees are often on the line with your customers.
By using one of the call center software packages from our selection above, you're guaranteed to improve the customer experience and make your staff's work easier.
So don't wait any longer and sign up for one of Appvizer's recommended software packages! ✨
Article translated from French