Contact center software allows companies to manage a high volume of inbound and outbound customer communications across a range of channels. This includes call center solutions, which focus on managing and handling incoming calls based on the number called and an associated database of handling instructions. Contact Centers, and related call centers, are typically part of a company’s overall customer relationship management (CRM) processes and strategy.
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Talkdesk® is a global cloud contact center leader for customer-obsessed companies. Our automation-first customer experience solutions optimize our customers’ most critical customer service processes. Our speed of innovation, vertical expertise, and global footprint reflects our commitment to ensuring that businesses can deliver better experiences across any industry and through any channel, resulting in higher customer satisfaction and accelerated business outcomes. Learn more and request a demo at www.talkdesk.com.
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Spotlight Categories in Customer Service Software:
What is Contact Center Operations Software?
Thousands of businesses work with customers over the phone every day to generate awareness and drive revenue for their company. Not to mention, many customer support initiatives rely on inbound and outbound calls. Contact center technology helps businesses build a digital platform to track these interactions, without the need for hardware or additional technical assistance. With these communication platforms, companies can oversee contact center operations and streamline customer conversations with features including automated call routing and call center analytics.
Much like VoIP providers, contact center platforms enable voice conversations that connect customer phone lines without internal telephone networks. In some cases, these platforms integrate with other systems to consolidate multiple channels into a single stream for customer service teams. Many platforms integrate with systems such as customer relationship management (CRM) software, so call center representatives can place calls directly from customer profiles; users can update profiles with information from calls in real-time. These systems optimize the customer experience of sales and support communications.
Key Benefits of Contact Center Operations Software
- Centralizes phone-based customer engagements on a digital platform
- Schedules and assigns call based on a specific company’s configurations
- Reduces the need for landline networks and manual phone operations
- Streamlines call center operations to improve efficiency, business outcomes, and customer satisfaction
Why Use Contact Center Operations Software?
Fielding or placing customer calls is an integral component for businesses across diverse industries. Depending on a company’s size and structure, it can become an overwhelming experience: Calls can be dropped, the customer queue can be too long, and important information can fall through the cracks. These solutions offer modalities that ensure a positive customer journey while keeping internal teams organized and efficient. When these solutions are properly implemented, businesses can handle a higher call volume, improve team performance, and guide the flow of customer conversations.
The functionality of these systems varies from product to product; for any team with daily phone conversations, these platforms help provide a central hub that structures workflows and ensures calls are handled properly. Many platforms include advanced functions that modernize call-based operations, reduce employees’ burdens, and provide assistance with routine tasks. These solutions transform the call-based experience for customers and employees while helping quickly close deals and resolve issues.
Who Uses Contact Center Operations Software?
The solutions in this category are built for business teams who manage and handle voice calls with customers. The following are common users of this software.
Call center representatives — For many sales and marketing departments, customer outreach is a vital aspect of their business model. Often, this entails a dedicated call center team who reaches out to prospective customers individually. Call center representatives and managers can leverage the software in this category by mapping out workflows and automating routine processes related to calls. From assigning the right agent and scheduling calls for optimal results, to recording calls and tracking their results, contact center operations tools help teams execute their jobs from start to finish. These tools improve the outcomes of cold calls and ensure a better customer experience.
Service teams — There is a great deal of customer service software that helps service teams handle customer experience issues. Contact center operations systems can provide a reliable foundation for the voice-based component of these departments, ensuring customer issues are directed to the correct employees and tracked to their resolution. Modern support teams often require omnichannel customer support, which allows them to receive feedback and customer questions from various outlets. The tools in this category primarily assist with voice-based communications, but often include or integrate with other tools to create a seamless and effective process for service team employees.
Customer success specialists — Customer success is an emerging business methodology focused on nurturing customer relationships and ensuring customers achieve their desired outcomes. Customer success managers and specialists often have different names depending on the company, but they share the same objective. These employees check in with customers about their experience, ask questions about the product or service, and provide valuable advice to improve and sustain the customer experience. These employees often make phone calls at specific points in the customer journey, and thoroughly touch base with as many customers as possible. The solutions in this category help provide structure for these customer success initiatives, ensuring calls are properly handled while gathering critical data about each customer experience for reference across the organization.
Contact Center Operations Software Features
The following are common features users might encounter when researching the diverse solutions in this category.
Call center workflows — Departments that handle many phone calls might have employees with varying levels of expertise, as well as various positions with different specializations. Handling customer phone calls will often require assigning certain clients or scenarios to specific employees who are most qualified for the job. In many cases, customers might need to be directed to a different employee or department. A number of solutions in this category help map workflows so calls are handled by the right person at the right time. This could involve automated assignments based on customer or ticket information, it could also include intelligent routing or queueing features to redirect calls to the appropriate team member at certain points in a conversation. If an employee has too many callers in their queue, they may ask other team members to get involved or implement voicemail and call return features.
Certain solutions in this category can manage the flow of phone calls with interactive voice response (IVR) software. Once configured by administrators, IVR features allow customers to be appropriately routed based on their voice responses to automated messages. This feature assists the organization with gathering and organizing customer data, further streamlining the call process for employees by providing them with basic information.
Call center analytics — Measuring the activities in a call center is important for team managers to determine hiring needs and overall call strategy. There is a variety of analytics offered within these platforms, ranging from the length of the call, topics covered, and outcomes of the call scenario. All this data can benefit call center organizations or those with a dedicated call center team. Contact center efficiency data helps managers allocate labor and training for optimal results, or rework their call scripts and marketing techniques when they notice poor success metrics. Additionally, customer phone conversations regularly yield new exportable customer data that can be used when making critical decisions. This could include everything from future sales conversations to marketing and product strategy.
Other features of contact center operations software: Agent Scheduling & Assignment, Auto Dialer, Cloud, Email, Inbound Screen Pop, Mobile SMS, On Premises, Persistent Data, Session Queuing, Session Summary Notes, Social, Speech Analytics, and Web Chat.
Software and Services Related to Contact Center Operations Software
The following solutions go relate to contact center operations tools and help businesses assist their customers, drive revenue, and maximize engagement.
Contact center quality assurance software — Contact center quality assurance software is designed to track the performance of call center operations, both as a whole and on the individual level. While contact center operations platforms offer related analytics features, contact center tools exist solely for this function and generate a wide range of related data. These tools often allow call center managers to deliver personalized feedback or coaching sessions to agents to improve their efficiency and their approach to improving business outcomes and customer satisfaction. Contact center quality assurance products are a natural complement to operations technology, helping businesses continuously improve their call-based initiatives from every angle.
Help desk software — Help desk software allows customers to generate support tickets through one or more channels. Once customer support teams receive these tickets, they can resolve the underlying issues in a timely manner, and reach back out to the respective customers with the outcomes. Unfortunately, many issues can’t be handled over a live voice call, whether due to the complexity of the problem or the bandwidth of the support staff. Help desk tools allow businesses to address issues in a timely manner and respond once a conclusion is reached. In many cases, these products generate valuable data related to customers and customer issues; this data can be used to shape business strategy and improve the product or service over time. These analytics are also useful for identifying strengths and weaknesses in the service team.