Best Cloud Call Center Software: Comprehensive Guide

Running a call center is not an easy task. It requires a combination of technology, communication skills, and proper management. In the past, call centers used to be operated on-premise, with all the hardware, software, and phone systems being maintained and installed within the company’s premises. But with the advancement of technology, call centers have moved to the cloud, providing a more cost-effective and efficient solution.

As a result, the number of cloud call center software solutions has increased dramatically in recent years, making it difficult to choose the right one for your business. In this article, we will be discussing the best cloud call center software available on the market, what to look for in a cloud call center software, and how to make an informed decision.

What is Cloud Call Center Software?

Cloud call center software is a hosted call center solution that provides businesses with an all-in-one communication platform for handling customer interactions. With this software, call centers can manage customer interactions, including phone calls, email, and chat, from a centralized web-based interface. The software is hosted by the vendor and is accessible from any location with an internet connection.

Key Features to Look for in Cloud Call Center Software

When selecting the best cloud call center software for your business, there are certain key features that you should look for. Some of the most important features include:

• Automatic Call Distribution (ACD): This feature is crucial for managing incoming calls and distributing them evenly among the agents. It helps ensure that no call goes unanswered and that customer wait times are kept to a minimum.
• Interactive Voice Response (IVR): IVR allows customers to interact with your call center using voice commands. It can be used to route calls to the appropriate agent, provide information about products or services, and gather customer information.
• Call Recording: Call recording is essential for training purposes and for resolving disputes between customers and agents. It also provides valuable insights into customer behavior and can help identify areas where improvement is needed.
• Real-time Monitoring and Reporting: Real-time monitoring and reporting is essential for tracking the performance of your agents and your call center as a whole. It helps identify areas of strength and weakness, and provides the information needed to make informed decisions.
• Integration with CRM: Integration with a Customer Relationship Management (CRM) system is crucial for managing customer interactions and ensuring that all customer information is up-to-date.

Best Cloud Call Center Software on the Market

1. Five9: Five9 is a leading cloud call center software solution that provides businesses with an all-in-one communication platform. It offers a range of features, including ACD, IVR, call recording, real-time monitoring and reporting, and integration with CRM systems.
2. Zendesk Talk: Zendesk Talk is a cloud call center software solution that provides businesses with a powerful and flexible platform for managing customer interactions. It offers features such as ACD, IVR, call recording, real-time monitoring and reporting, and integration with Zendesk’s suite of customer service tools.
3. Freshcaller: Freshcaller is a cloud call center software solution that offers businesses a robust platform for managing customer interactions. It includes features such as ACD, IVR, call recording, real-time monitoring and reporting, and integration with Freshdesk’s customer service platform.
4. Zoho Desk: is a cloud-based customer service and support software provided by Zoho Corporation. It offers features such as ticket management, multi-channel support, knowledge management, and reporting & analytics, among others, aimed at improving customer engagement and overall customer satisfaction. It also integrates with other Zoho applications as well as third-party apps and services.
5. Dialpad: is a cloud-based unified communication and collaboration platform developed by Dialpad, Inc. It provides features such as voice and video calls, SMS, meetings, and messaging, aimed at increasing team productivity and collaboration. Dialpad integrates with popular business applications such as G Suite, Microsoft Office 365, and Salesforce. It’s also accessible from desktop, mobile, and web, making it easy to stay connected from anywhere.
6. Avaya Cloud: is a suite of cloud-based communication and collaboration solutions offered by Avaya Inc. It offers a range of solutions, including voice and video conferencing, team collaboration, contact center, and unified communications, designed to meet the needs of businesses of all sizes. Avaya Cloud is designed to provide a scalable, flexible, and secure communication platform that can be delivered through public, private, or hybrid clouds. With its cloud-based delivery model, businesses can benefit from lower costs, increased scalability, and improved reliability compared to on-premises communication systems.
7. AWS Connect: Amazon Web Services (AWS) Connect is a cloud-based contact center service offered by Amazon. It allows organizations to provide customer service and support via voice, email, and chat. AWS Connect is highly scalable and customizable, making it a good option for organizations with rapidly changing customer service needs. Additionally, being part of the AWS ecosystem, it integrates well with other AWS services.
8. Zendesk Talk: endesk Talk is a cloud-based contact center solution offered by Zendesk. It allows organizations to provide customer service and support via voice, messaging, and chat. Zendesk Talk is designed to be user-friendly and accessible, making it a good option for small to medium-sized businesses. Additionally, Zendesk offers a comprehensive suite of customer service and support products, allowing organizations to consolidate all of their customer interactions in one place.
9. RingCentral Contact Center: RingCentral Contact Center is highly scalable and customizable, making it a good option for organizations with complex customer service needs. Additionally, RingCentral offers a comprehensive suite of communication and collaboration products, allowing organizations to consolidate all of their communication channels in one place.