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Talkdesk (opens in new tab) offers an enterprise cloud contact center that could allow you to make big efficiency and cost savings. At the basic level LiveAgent is a CRM platform that deals with email ticketing and live chat, but its All-Inclusive plan for $39 per month per agent includes a cloud contact center along with all the options and analytics you'd expected from a best-of service provision. LiveAgent (opens in new tab) is a helpdesk solution for improved customer service, that includes the ability to route and work with phone calls in its more expensive plan. Improvements to internet and network technology have allowed cloud solutions to flourish, and while we've covered the best in contact center solutions, here are some strong contenders to also consider:

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As a cloud-based system it can be set up within minutes, and analytics allows for KPI to be tracked and monitored.įor more information, read our full Zendesk review. However, as well as calls Zendesk Talk also has built in SMS, with texts automatically working to raised tickets, making it easy to keep track of communications.Īdditionally, there are all the features you'd normally expect with a call center solution, not least call recording, IVR, routing, and real-time monitoring. The aim here is to maximize efficiency and workflows by presenting everything together. The result is ZenDesk Talk, a smooth and sleek solution that really does put the customer first.Ĭustomer service teams now have the ability to provide telephone support from the same place they manage other channels, with the customer information and history provided as the call is taken. While many cloud call-center providers build customer relations management (CRM) into their product, ZenDesk has done it the other way around by building a cloud contact center around customer relations management. To find out more, read our full Freshcaller review.

There are paid versions available, with the more expensive options offering more advanced features, such as call routing after business hours and metrics, as well as service-level monitoring and omnichannel routing.

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The starter level is free to use for unlimited agents, with the only cost being call charges. Overall, it’s a good general platform for integrated call purposes, and that it’s internet-based makes it both very accessible and affordable. Although it allows for global use, local numbers still have to be bought through the Freshcaller management inventory. The fact that it doesn’t require any hardware makes it an obvious solution for small businesses, but it still includes a lot of features, such as call masking, routing, recording/monitoring, forwarding, and conferencing calling. Everything can be managed from a single control panel, and calls can be made with nothing more than a click.

Also note that some call center service providers offer complete SaaS platforms, such as Contact Center as a Service (CCaaS) (opens in new tab) and Contact Platform as a Service (CPaaS).įreshcaller is an all-round call center platform that runs from the cloud and is simple to use. Standard features will include all forms of call routing which should normally include interactive voice response (IVR) (opens in new tab) and on-hold messaging (opens in new tab), among other things.

On top of all this, the best call center solutions can also be distributed for home workers as well as employees in the office.

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Additionally, as it runs from your existing business phone system (opens in new tab), this means all of your communications can be handled by the same software and phones that you are already using. Call centers used to something only enterprise companies could afford, but cloud phone systems (opens in new tab) can now also offer an accessible and affordable call center solution, to make it easier to manage all customer and staff communications.Īs it's all driven by software, this means no expensive outlay of hardware costs, let alone constructing your own call center.

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