Call centers today have access to dozens of call center solutions. You have some of the best names like Avaya and Genesys at the top but then there are other providers like Hodusoft that match the top brands’ feature to feature at a substantially lower price. If you are starting a call center or wish to upgrade your contact center software then go through this list of top 10 call center software for 2021 and select one that suits your operations the best.
- HoduCC – Call Center Software
- Hubspot Help Desk
- Salesforce Service Cloud
Who is Hodusoft you may well ask. It is like David against the Goliaths of the call center software world but this one offers lots and the best thing is they offer top-notch customer service, even customizing their call center solution to suit each user. Features:
- Omnichannel integrating Instagram, Facebook, Twitter, and Whatsapp
- WebRTC powered and VoIP telephony with integration for all brands IP phones. The combo offers flexibility in that you can have a regular VoIP subsystem or simply opt for WebRTC that enables you to start call center operations from anywhere, even using your mobile phone.
- Hosted or on-premise so you can get started at a low cost or have full control
- Call center features like predictive dialer, skill-based routing, automatic call distributor, IVR and more
- Email and other channels integrated into a single dashboard view
- Video chat and conference for external service and internal collaborations
- Inbound services and outbound campaign creation
- Integration with all major CRMs like SalesForce in addition to partnering with Zoho
- Add on modules like surveys, quality analysis, SMS broadcasting, WhatsApp broadcasting
- 250 agents in one server, 1000 plus concurrent calls
- easy to use dashboard and extreme customization
Avaya has a large user base and offers the Elite and Aura variants of its contact center software. The Aura variant works as a call routing tool with context-based automatic call distribution. The Aura model gives you unified communication plus internet, fax, email, and other channels. Some of the features include automated routing, email, interaction tracking, real-time chat, multi-channel communication, and self-service portal. Avaya is trusted, reliable and provides good service. There is little to dislike about Avaya contact center software Users have uniformly expressed satisfaction about overall performance and ease of use but customer service does not get them brownie points. Avaya can be expensive and it is fairly complicated, needing user expertise with the interface.
Genesys PureCloud is another of the top of the line contact center solutions that global call centers have adopted in large numbers. Genesys PureCloud features in a nutshell:
- Omnichannel desktop for the agent
- Voice telephony
- Webchat, email, SMS, response management, call back
- Social media
- Co browsing and screen share, advanced omnichannel routing
- Speech-enabled IVR
- Campaign management
- Graphical scripting
- Unified communications
- Historic reporting, call recording, quality management
- Bring your own carrier deployment
- Real-time dynamic performance views
Users have expressed satisfaction with Genesys product performance and services that help them to integrate the system into their infrastructure with API, activity dashboard and CRM integration.
To sum it up, Genesys has a lot of pros in its favor and plenty of features for call center operators. If there are negatives, it is about the speed of responses post-installation and niggles about the resolution of minor issues. Genesys earns top points for value for money, features, and ease of use of its mobile-optimized cloud call center software. Genesys is a top company offering a top product so expect to pay accordingly.
Ameyo Omni is another contender for the top spot in call center software for 2021. It is fluid, easy to use for agents, has plenty of features and works without bugs. Some top features:
- Omnichannel covering voice, chat, email, social media including WeChat, Viber, Line, Twitter, Facebook, and Whatsapp
- Self-service intelligent IVR, chat, and chatbot
- On-premise, cloud and hybrid options
- Automatic call distribution, skill-based routing
- Virtual queuing
- Unified agent desktop to map the customer journey across all channels
Users give Ameyo full marks for value for money, features, and ease of use. However, customer support can do with some improvement. Some users have reported stability issues and poor integration with telcos. You cannot go wrong with Ameyo provided you are willing to accept some drawbacks and price is affordable too.
Zendesk is one of the big names in contact center solutions. The Zendesk Suite, to quote their website, “…offers everything you need to let customer conversations flow seamlessly across channels..” Among its many features:
- Help center for self-service
- AI-powered answer bot
- Embedded support for inclusion in the website or mobile app
- Proactive triggers
- Inbound and outbound calls and campaigns
- Skill-based routing
- Unified workspace
- Predefined ticket actions
- Knowledge capture app
- Historical reporting
Zendesk integrates well with external apps and has centralized support in its favor. Cons are not many except that it is complex and needs quite a bit of configuration which is to be expected and agents to need to invest time to learn the software. It is also expensive if all features are required. Still, it is tried and tested.
Five9 is subscription model contact center software with options for a number of agents and features. As for features, here goes:
- Power dialer
- Progressive dialer
- Automatic call distribution
- Skill-based routing
- Web call back
- Queue callback
- Speech recognition
- CRM integration
- Lead generation
- Video conferencing, voice mail
- Real-time monitoring, analytics, and reporting…and lots more.
Five9 gets top marks for value for money, ease of use, features and, pleasantly surprising, customer support, an area in which big names falter a bit. Against it is the fact that it has so many features that agents will need time to learn everything.
Dixa is another subscription model contact center software that runs in your browser. Prices start at $ 19 per month. Features:
- VoIP telephony
- Inbound/outbound/internal calls
- Blind and assisted call transfers
- Call recording
- Transfer all conversations
- Skill-based routing
- Advanced forwarding rules
- Integrated CRM
- Visitor tracking
- Real-time performance overview, reporting and analytics and more.
Users give it good ratings for value for money, ease of use, customer support and features. Noteworthy is the fact that Dixa integrates phone, email, real-time live chat and Facebook messenger into a common interface. There are minor technical snags that are easily resolved by the technical team so, if you want an affordable CC solution, this could be it.
8. Hubspot Help Desk
Hubspot’s Help Desk is built on its CRM and integrates the Aircall app. The combination gives agents a single dashboard view of all that is going on. HubSpot is free but the catch is that Aircall is on a monthly subscription basis starting at $ 30 per user per month. Hubspot is easy to use and has quite a few helpful features. Worthy of mention are
- Advanced automation tools
- Insightful reporting
- Shared email inbox
- Live chat software
- Self-service tools
- Aircall cloud-based phone plans
The platform is easy to use and Hubspot does provide quite a bit of information on using software and on online marketing too.
9. SalesForce Service Cloud
SalesForce CRM is so well known it does not need any introduction and, likewise, SalesForce Service Cloud is one of the full-featured call center solutions out there. Its features are many such as:
- Multi-lingual capability
- Social media and mobile integration
- Customizable agent console
- Computer telephony
- Live agent web chat
- Workflow automation
- Agent and team collaboration
- Asset management
- Managing multiple cases at the same time which eases life for agents and lots more
SalesForce is full-featured and its interface is quite complex so it does have a learning curve to it. It gets top marks for value for money, features, ease of use and customer support. Salesforce does integrate well with other software and that makes it ideal not only for call centers but also for enterprises that want an in-house call center solution.
Bitrix24 is free (well almost but the starting price is $ 39) and has essential features for normal call center operations. Important features:
- Instant messaging
- Activity stream
- Calendar sharing
- Bulk email
- Daily planner
- Web-based and mobile support
- Sales funnel
- Time management
- Project groups
Pros: Bitrix24 has CRM integration to help you centralize data, manageable and secure communications both internal and external, better company structure with management tools and flexible plan options for paid users. It does offer open API to help users customize systems. The company offers phone and online support.
Cons: If your requirements are more advanced and you need omnichannel support you may have to look elsewhere.
Hodusoft is part of the larger Ecosmob group that is active in artificial intelligence and VoIP solutions for carriers. As such Hodusoft’s call center software features artificial intelligence integration recognizable in its skill-based mapping and routing, voice bot, agent assistance, and intelligent analytics. Hodusoft support is excellent before, during and after installation and they offer an easy upgrade path. Price is one of the best features with the full set costing far less than what you would pay for giant name call center software. The software works without bugs and is easy to use too. If you are planning to start call center operations take a look at Hodusoft first.
This then is the lowdown on the top 10 contact center solutions trending in 2021. Take your pick from the top names or from the not-so-well-known but no less competent call center solutions.