If you want to offer your customers superior phone support, call center software is indispensable. Without analytical insights, an effective call queue or routing system, and crucial CRM database syncing, customers will inevitably end up frustrated; left waiting on hold or repeating their issue to different agents.
Good call center software provides agents with customer call history and additional context, helps manage an omni-channel approach, or offers an array of useful organizational or timesaving features. Great call center software offers all of these services and more in an all-in-one solution.
There are many types of specialist call center software out there besides cloud phones systems. Some examples include workforce management software, help desk software, CRM solutions, task management software, software offering personalized voicemail, software that specializes in managing multiple communication channels through chat bots, etc. When these solutions are integrated with one another, your call center tech stack will be supercharged.
Some call center software providers offer on-premise solutions, which are useful for companies hosting their own data storage or operating over traditional phone networks. Cloud-based call center software, like Aircall, is usually offered by external VoIP providers through a SaaS subscription model.