Call centre software

Call centre software is sales and customer management tools and unified communications systems designed to improve customer interaction and workforce optimisation. Using this type of software can help your company thrive and create higher customer loyalty.

Here you can also find our top software picks for contact centre, in order to establish long-lasting customer relations and proactive customer service.

Find your Call Centre software

Support
Communication
Integration & Interoperability
Security & Confidentiality
Customer Support
Analytics
Genesys PureCloud

All-in-one cloud contact centre solution

More information about Genesys PureCloud
CloudTalk

Intelligent Phone System for support and sales team

More information about CloudTalk
Aircall

The Phone System Built for Modern Businesses

More information about Aircall
ZIWO

Contact Center Software

More information about ZIWO
Dialfire

The smart cloud dialer

More information about Dialfire
Ringover

Business telephony integrated into your business tools

More information about Ringover
Service Cloud

Customer Service Software to Build Customer Loyalty

More information about Service Cloud
Sales Cloud

The world's number 1 CRM

More information about Sales Cloud
NUACOM

Cloud Phone System for Modern Businesses

More information about NUACOM
Diabolocom

100% cloud-based contact center solution.

More information about Diabolocom
Five9

Sales Enablement Software

More information about Five9
CXone

Innovative cloud contact center platform

More information about CXone
Talkdesk

Stay Ahead of Customers' Expectations

More information about Talkdesk
Dialpad

Turn Conversations Into Opportunities

More information about Dialpad
Amazon Connect

Simple cloud-based contact center solution

More information about Amazon Connect
KIAMO

The cross-channel software for contact centers

More information about KIAMO
JustCall

Use Local Phone Numbers Worldwide

More information about JustCall

A complete guide to call centre software

Call centre software is a commercial management tool, designed for very small businesses and SMEs that want to move towards a more ambitious future. 

A prospect or customer who waits too long or feels unwelcome may not keep doing business with you. Take care of customer relations by improving your contact centre and your phone customer service

What is call centre software?

Call centre software is designed to provide unified communications, develop a telemarketing strategy, and improve customer management processes. It provides the link between IT and the phone centre which allows you to make phone calls with a single click and improve sales management procedures

With a call centre software, you can set up pre-recorded messages (Interactive Voice Server) in order to route requests as efficiently as possible to the right person. Moreover, you can supervise your employees' training, record conversations to analyse the exchange, then suggest areas for improvement

What are the features of a good call centre software? 

There are a large number of CRM tools and prospecting software, but they do not all have the same level of performance. Before you start, try to determine your company's needs so that you don't invest in software that is too complex. To guide you, here are some features that most call centre software have:

  • Phone integration: It provides you with a one-click connection thanks to predictive or progressive dialling. Don't waste any more time dialling numbers. 
  • Multi-site management: Your company is spread over several web domains? No problem, the call centre software allows you to manage all of your websites in one place. 
  • Listening and real-time surveillance: Pay attention to your employees' answers and provide guidance without the customer being able to hear your voice.
  • Segmentation of contact lists to better understand your core target audience.
  • Automation: Programmed reminders, call logging and conversation recording
  • Real-time performance analysis
  • Access to prospect and customer files: obtain the history of conversations already carried out for a personalised approach.
  • VoIP support, integration with your other software solutions or CRM tools. 

Why are call centre software an asset for your company?

Phone support and hotline services are essential to most companies. It can convey a positive or negative brand image but can also be a performance tool. If you can't process all requests quickly, you may disappoint some of your customers or miss deals to close with new prospects. Most large companies have understood the importance of welcoming their customers. By choosing a call centre software, you benefit from:

  • More agile commercial activity or customer management processes.
  • Clearer, more efficient, and professional contact management solutions.
  • Greater efficiency of your sales or administrative teams.
  • Better collaboration through information sharing and permanent access to customer and prospect records.
  • More competitiveness by answering more phone calls.
  • Unified communications by following protocols.
  • A more efficient appointment scheduling.
  • Direct marketing actions and sales processes that reach their targets.

SaaS vs in-house Solutions

Both call centre software solutions have their advantages and disadvantages. We would tend to advocate for SaaS solutions because it is faster to get started and technical support is provided. SaaS also has the advantage of being constantly updated and highly scalable

However, you must agree to place all your company's data on a remote platform that can never fully guarantee infallible security. Nevertheless, many efforts have been made to offer a very high level of security, and modern cloud hosts offer secure protocols.

Best Cloud-based Call Center Software

Our final piece of advice: test it! Testing a solution is the best thing to do before investing in call centre software. Many publishers give you access to a free trial period. Feel free to try several of them in order to choose the most appropriate one. 

Complementary solutions of Call Centre

Customer relationship management

Customer Support

Reservation & Booking

Customer Experience

Sales Intelligence

Membership Management

Ticketing

Customer Engagement

Customer Service

Product Configurator

Sales Force Automation

Sales Enablement

Quoting

Contact Management

Pricing Optimisation

Customer Loyalty

Contact Center

Point of Sale (POS)

Data Extraction

Help Desk

Sales Management

Predictive Lead Scoring

Customer Satisfaction

Lead Management

Customer Success Software