HubSpot:
When it comes to companies that produce quality call center monitoring software, HubSpot offers top-of-the-line software. The Service Hub offers customer service tracking software that aggregates the customer service data and channels on a single CRM platform. It helps you efficiently and quickly support, retain, and grow your customer base.
The best thing about this software is that it is omnichannel. It lets you reach out to your customers no matter which channel they use to contact you. With this feature, you and every other member can see the history of interaction with customers no matter which channel they took place on. In this way, you are able to identify a customer if he has already talked to you or not, what the conversation was about, etc.
Moreover, the call center operating on cloud systems requires a cloud-based calling system to sync with an online database. One of the features of this software is Voice over Internet Protocol(VoIP) which runs through the internet rather than phone.
Also, this software offers a call routing service, due to which customers are connected to the right person quickly. Some other features include help desk and ticketing, customer portal, and automated customer service.
All of the aforementioned reasons make customer service tracking software a top choice, especially for small businesses as they have flexible packages.
Bitrix24:
Bitrix24 is a popular productivity suite used by thousands of people around the world, especially by the sales people to manage and monitor their customers and other data. It offers the following services:
- Customer Relationship Management
- Project Management
- Internal communication
- Video conferencing
It is a free, professional call center software that is a fully-featured CRM system, with integrated social media, and other features essential for a call center. It offers intranet and customizable web-based customer forms. Also, if you opt for a cloud-based version, you can easily set up your account within seconds. Some of the exciting features that make it a quality call center monitoring software are:
- Interactive Voice Response(IVR)
- Detailed call history
- Full-featured free CRM within call-center
- Works all around the world
Bitrix24 is a very useful software because it provides a platform where all required documents can be saved and accessed. Also, each of the members has access to an activity stream where they can track their progress and update the status. This software allows quick and easy management of call center operations, especially for small businesses.
Talkdesk:
Talkdesk is the world’s leading cloud-based call center. Its advanced features help businesses strengthen their customer relationship. Many top customer-centric companies such as Shopify and Box use Talkdesk, and thus it can be inferred that it is highly potent in terms of offering smart and productive features for lead and deal generation, and so much more.
The following features are the reason why it is estimated as a quality call center monitoring software are:
- Call recording and control
- Built-in CRM
- Real-time reporting
- Integrations
- Power Dialer
- Data import and Synchronization
- Enhanced Caller ID
- Contact History
- Call Queues
- Integrations
- IVR System
- Personalized Greetings
- Unlimited Concurrent Calls
- Desktop Notifications
- Historical Reporting
- Web to Lead
- Voicemail
The Talkdesk can boost the efficiency of the agent, as it offers over 25 tools to streamline the call process and merge customer information. Moreover, it offers historical and real-time reporting that allows tracking and monitoring of the key performance matrix. So, it becomes easier to track performance inconsistencies and retract them immediately.
Five9:
Five9 is an AI-powered call center solution that is used by a wide range of businesses around the world to improve their relationships with customers.
Some of the exciting features it offers are:
- Preview Dialing
- Progressive Dialing
- Predictive Dialer
- Callback Scheduling
- Call Recording
- Voice
- Session Routing
- Session Queuing
- Concurrent Calling
- IVR
- Session Summary Notes
- Administrator Access
- Reporting & Dashboards
- Session Recording
Five9 is very useful to call center software because it is not very expensive in terms of the matter that it provides never-ending integration projects. Also, it cuts hardware investments.
The best thing is that it provides reports on performance in real-time, which is essential to track and monitor the key indicators and matrix to keep the performance optimal.
Zendesk:
Zendeck, also known as the SaaS customer experience and customer engagement platform, is a popular service desk solution used by small to big businesses. It has over 40,000 clients, which makes it a reputable software solution. It has seven products namely, Zendesk support, Zendesk support suite, Zendesk Explore, Zendesk Guide, Zendesk Talk, Zendesk Sell, Zendesk Gather, and Zendesk Sales Suite.
The main distinctive feature of Zendesk is that it offers a help desk. It whereby the email and call requests are converted into tickets. It streamlines requests from diverse channels into one place.
It is feature-rich software that includes:
- Customer Portal
- Email to Case
- Ticket Creation User Experience
- Ticket Response User Experience
- Workflow
- Automated Response
- SLA Management
- Attachments/Screencasts
- Ticket Collaboration
- Customer/Contact Database
- User, Role, and Access Management
- Reporting
- Dashboards
Zendesk offers multichannel support, which makes it possible to reach out to customers through multiple platforms. Whether your customers want to reach you through email, call, or social media, this software can collect all requests into one place making it easier for you to address everyone promptly.
Moreover, it helps create a workflow by tracking and updating tickets such as assigned, routed, escalated, etc.
Dixa:
Dixa, like all of the above software, is a system that helps businesses improve their relationships with their customers. The advanced features enable businesses to automate their manual tasks and focus on customers rather than the process of the management.
The main features of Dixa are:
-
- Reporting
- Dashboards
- Customer/Contact Database
- SLA(Service level agreements) Management
- Automated Response
- Attachments/Screencasts
- Ticket Collaboration
- Email to Case
- Voice
- Session Routing
- Session Queuing
Dixa allows customers to contact the company through different platforms such as email, call, or social media. It provides easy ways to manage the emails, calls, and messages, that a company receives regularly.
Salesforce:
Salesforce is one of the top cloud-based customer relationship management software solutions, with around 150,000 customers worldwide. It started as a CRM software, but now it covers main aspects of a business such as lead management, email integration, sales collaboration, etc. Salesforce CTI(Computer telephony integration) is the key to omnichannel customer service strategy.
CTI for Salesforce helps the agents in the following ways:
- Transcript phone conversation automatically
- The screen is poped with information of customer communicating.
- Routes incoming calls automatically.
- Auto-dialing feature embedded within the SFDC interface.
Main features of Salesforce CRM:
- Real-time notes
- Quote management
- Quote to cash
- Contact management
- Opportunity management
- Einstein analytics
- Trailhead
- Mobility
- Sales forecast
LiveAgent:
With over 10,000 customers, LiveAgent is an another system that aims to manage customer queries and problems. It offers features such as ticket management. It enables you to streamline all communication at different platforms in one place which can be accessed by all of the team members. Aside from all the technical features, one of the best things about LiveAgent is that it is easy to learn, use, and implement.
Some of the features of the software include:
- Ticket management
- Customer history
- Social media integration
- Support portal
- Multilingual
Avaya:
Avaya OneCloud CCaaS is a cloud-based contact center solution that offers a comprehensive experience to customers and those who face the customers. They can connect on voice, social media, or screen.
It has the following features:
- Extensive reporting and analytics
- Biometric authentication
- AI-driven skill-based voice routing
- Call recording
- AI-powered self-service automation
- Agent coaching and monitoring
- Automatic transcription of voice
- Agent screen recording
Mitel
Mitel provides a MiCloud Connect that is built on google cloud to deliver uptime and SOC 2 and HIPAA compliance. Its rich PBX features make it easier to place, accept, and manage calls. It offers different packages that start at around $25 /user/month, but in order to avail of the fully CRM integration, the premium package is the appropriate one that starts at around $32/ user/month.
MiCloud Connect offers a click to dial functionality, screen pops, and automated call records. Moreover, it offers all of the basic cloud call centers which include ACD, prioritized skills routing, configurable hold options, call recording, and audio files.
Some of the exciting features include:
- Available for PC, Mac, iOS, and Android
- Audio and video conferencing
- Built-in VPN
- Persistent workspaces
- Business SMS
- Native integrations with leading CRMs and calendars
- Softphone and web dialer
- Mobile-friendly design
- Integrated contact center
- IP desk phones
In sum,
As detailed above, the software can, indeed, be harnessed to produce great results in terms of quality assurance of calls. However, to be able to take full advantage of these technologies, it is important to train employees well so they can use all of the features that the technologies they are using provide.
We hope all this helped you discover how call center quality monitoring software can be used to improve your on-call customer service operations.
