Top 13 Call Center Automation Software
With integrated Web services, customers and potential customers browsing a Website can click a button, be connected to the call center, and receive immediate live assistance. Call center planning and management has also changed, in ways that are related to the new environment and the new technologies. Planning and managing in this environment is complex and would need automation software to streamline the process.
Call centers need to tread the thin line between improving service, sales, and revenue on the one hand and controlling costs on the other. When the proper balance is struck by effective management of the call center, the result will be a company that is more efficient and more productive on all levels.
Customer service representative utilizes a wide variety of tools to serve the customer such as CRM systems, CTI screen pops, call scripts, navigational tools, email, chat, and a growing number of business applications required to retrieve and input customer data.
What are the Top Call Center Automation Software: NICE inContact, Aspect Call Center, Ameyo, Jacada, Five9, PureCloud, Dixa, Talkdesk, Vocalcom, Chasedata, NewVoiceMedia, RingCentral are some of the Top Call Center Automation Software.
What are Call Center Automation Software
Call Center Automation Software is a call center technology that automates elements of what the call center agent does with the desktop tools and says to customers during the call using pre-recorded audio. Call Center Automation Software helps in improving call center productivity and compliance.
The Interactive Voice Response (IVR) module allows handling of large call volumes, as well as creation of complex call flows and provides Text-to-Speech (TTS) integration, Automatic Speech Recognition (ASR) integration, database integration, scripting capabilities, The software also validate callers, to make outgoing responses or calls, forward calls to the right party or allows the system to record messages.
It can gather usage statistics, balance the use of phone lines, and provide reporting and analytics capabilities. Call Center Automation Software delivers real time monitoring and historical reporting with omnichannel information, custom reporting, task scheduling, exception notification, and threshold warning.
What are Call Center Automation Software Examples
Contact centres are the central point from which all customer contacts are managed. Contact centers, uses Call Center Automation Software to route calls to appropriate people, so that contacts to be tracked and appropriate services can be provided.
Three Call Center Automation Software Examples
- Radio Systems Corporation deployed Aspect’s full-featured contact center solution with an integrated suite of workforce optimization technology and experienced service level increases, reduction in abandon rate and increased average speed of answer.
- Jacada Agent Scripting enabled the tight and non-intrusive integration of call scripts into Priceline.com’s customer service case management system.
- Westpac designed and implemented a speech-based call classification system and selected the Cyara Platform for testing. They used Cyara to monitor and assess through the testing phase of the project to gain a strong understanding of the customer experience in terms of voice quality, functionally testing the system in part by emulating live calls without requiring or impeding live customers or agents.
How to Select a Call Center Automation Software
The objective of Call Center Automation Software is to properly manage the customer interactions there by increasing the customer satisfaction. The selection of Call Center Automation Software depends on understanding, assessing and prioritizing your requirements, shortlisting the vendors based on your requirements, products features and functionality, industry experience and prior implementation experience.
You will have to closely assess the products capabilities of shortlisted vendors with your user cases with demos, which finally leads to selection of an effective, ideal Call Center Automation Software which suits to your business requirements.
Here are some tips for Selecting an effective Call Center Automation Software.
How to Select the Best Call Center Automation Software for Your Business
Top Call Center Automation Software
NICE inContact
Nice inContact is a cloud contact center software that transforms customers’ one on one experiences. Nice inContact uses workforce optimization and a unified omnichannel routing with the agility of the cloud to provide excellent cloud contact center software. Nice inContact enables you to achieve your customer experience goals by providing you with cost-effective scalability and reliable solutions. Nice inContact provides an advanced complete suite customer interaction solution that provides an excellent platform for turning customer experience into a competitive advantage. The features offered by Nice inContact include; proactive outbound, omnichannel analytics, interactive voice response, interaction channels, management of quality, and…
• Automatic contact distributor
• Interactive voice response
• Interaction channels
• Proactive outbound
• Omnichannel analytics
• Reporting
• Workforce management
• Quality management
• CXone worforce optimization
• CXone automation and AI
• CXone open cloud foundation
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• Automatic contact distributor
• Interactive voice response
• Interaction channels
• Eliminates mundane tasks and speed resolution of customer issues
• Amplifies agent quality management efforts
• Connects customer journeys across any channel by empowering agents to provide quick, personalized and proactive service
Aspect Call Center
Aspect Call Center is a cloud contact center and workforce optimization solution provider for enterprises. Aspect Call Center provides an excellent platform for enterprises to create better experiences for their employees and customers. Aspect Call Center provides a customer engagement platform that is affordable and powerful as well as quick to implement. Aspect Call Center is designed to reduce effort, increase usability, and connect disjointed processes and customer interactions. Aspect Call Center is accessible to customers of all sizes in the cloud. The main features offered by Aspect Call Center include; a customer engagement platform, a call center, self-service, workforce…
• Customer engagement platform
• Call center
• Self-service
• Workforce optimization
• Developers platforms
• Infrastructure
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• Customer engagement platform
• Call center
• Self-service
• Facilitates easy and accurate staffing requirements across all client facing inbound, outbound, and back office resources
• Evaluate quality from the customer and automated analytics and calibrating quality scores to achieve perceived fairness and to ensure consistency
• Easy forecast and scheduling
Ameyo
Ameyo is call center management software that transforms customer experience by integrating front office communication with back office processes to eventually deliver exceptional service and impress the customers. Ameyo provides enterprises with an excellent platform for analyzing and improving customer journey. By being an intelligent contact center, Ameyo continuously facilitates enhancing of customer experience across all channels. Ameyo provides an excellent platform for managing omnichannel interactions, empowering workforce with simple and intuitive integrations, and enabling your customers to self-service. Ameyo enables enterprise manage omnichannel interactions with ease by providing an excellent platform for routing all customer interactions across several channels…
• Fully remote system access
• Converged network
• Multichannel/omnichannel support
• High availability
• Fault tolerance
• Critical process duplication
• Proactive outbound communication
• Critical process duplication
• Duplicated communication path
• Fully redundant/100% secure solution
• Rapid application deployment tool (RAD)
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• Fully remote system access
• Converged network
• Multichannel/omnichannel support
• Manage omnichannel interactions effortlessly
• Empower workforce with seamless integrations
• Enable your customer to self service
Jacada
The Agent Desktop is a purpose built agent desktop solution that is designed to provide an improved customer service experience by streamlining the agents interactions with a large number of systems. The Agent Desktop offers features such as Streamlined Customer View, Dynamic Views, Automated Agent Dispositions, Multi-Channel Support, Unified Knowledge Management, Telephony Integration, Automated Logon and Password Manager, Unified Application Management, Scripting, Agent Chat, Agent Task Management, Billing History, Cross Sell / Up Sell, Customer Interaction Timeline, Smart Customer Search, Agent Messaging, Roles and Privileges and Easy Audits and Process Analysis. The Agent Desktop allows the user to model processes…
• Supports almost any API, including Web Services, REST, XML, JSON, RMI, and JDBC
• Get a full customer profile instantly, drawing on data from multiple sources in real-time
• Allows for the rapid assembly of presentation layers, all in a drag-and-drop, no-coding manner
• Accurate footprint detailing the precise interaction history to assist the next agent who may serve the customer
• Provides support for handling voice, documents, faxes and email, all within a single environment
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• Supports almost any API, including Web Services, REST, XML, JSON, RMI, and JDBC
• Get a full customer profile instantly, drawing on data from multiple sources in real-time
• Allows for the rapid assembly of presentation layers, all in a drag-and-drop, no-coding manner
• Reduce Average Handling Time (AHT) by 20% - 30%, increase First Call Resolution (FCR), increase sales revenue, and raise overall customer satisfaction. We like to think of this as solving the “three E’s”: Efficiency (cost reduction), Effectiveness (productivity increase) and Experience (increased loyalty)
• Reduce training time and costs by 50%, all with a quick set-up. The training investment is significantly reduced thanks to the easy-to-use and intuitive Jacada Workspace Agent Desktop™ interface, which gives agents less to learn, less to remember and more time to give superior customer experience.
Five9
Five9 is a leading provider of cloud contact center software, bringing the power of the cloud to thousands of customers worldwide and facilitating more than three billion customer interactions annually. Five9 helps organizations of every size transition from premise-based software to the cloud. Five9 helps businesses take advantage of secure, reliable, scalable cloud contact center software to create exceptional customer experiences, increase agent productivity and deliver tangible business results.Five9 features inbound, outbound, and blended and omnichannel call centers. The inbound call center features an Exceed Customer Expectations specification that distinguishes a brand in the crowded marketplace. It is involved in…
•ACD, IVR, CDI
•Predictive Dialer
•Power Dialer
•Progressive Dialer
•Preview Dialer
•TCPA Compliance
•Active Blending
•Consumer Connectivity
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•ACD, IVR, CDI
•Predictive Dialer
•Power Dialer
PureCloud
PureCloud is a contact center software which is powerfully simple, fast and intuitive and which is designed to simplify the way the users manage customer relationships, connect with customers, manage tasks and see the road ahead in one easy platform. PureCloud offers features such as ACD, Speech-enabled IVR, Outbound dialing, Outbound campaigns, Graphical scripting, Workforce management, Recordings, Quality evaluations, Speech analytics, Supervisory actions, Reporting and analytics, Data integrations, PureCloud for Salesforce client integration, PureCloud for Zendesk client integration, PureCloud for Chrome client integration, User profile integrations, Skype for Business integration, Security and compliance, Collaboration and communication. PureCloud provides an intuitive…
• Connect with customers across channels to understand the context and manage the conversation efficiently.
• Whether it's an inbound call, an outbound reminder, or self-service using a speech-enabled automated system, PureCloud makes it easy to get to the right person and the right information.
• You can skills-based route every chat based on the webpage the customer is on.
• Whether you're trouble-shooting a service issue, planning for retirement, or consulting about a patient's care, video makes the interaction more personal and impactful.
• Runs on top of Amazon’s AWS security, plus we have SSAE 16, HIPAA, and PCI compliance
• PureCloud Communicate - $19.99
• PureCloud 1 - $69.99
• PureCloud 2 - $99.99
• PureCloud 3 - $129.99
• Connect with customers across channels to understand the context and manage the conversation efficiently.
• Whether it's an inbound call, an outbound reminder, or self-service using a speech-enabled automated system, PureCloud makes it easy to get to the right person and the right information.
• You can skills-based route every chat based on the webpage the customer is on.
• Connect with customers, manage tasks and see the road ahead in one easy platform.
• It’s powerfully simple, fast and intuitive—so you can stop stressing about technology and get right to work.
• Develops updates with love and sends them automatically to your PureCloud account.
Dixa
Dixa is a customer service software for customer facing teams which delivers personal service in real-time across voice, email & chat in one simple interface and which also enables personal and insightful conversations to take place, promoting mutual respect and appreciation between customers and agents. Dixa offers features such as First five agents are free ($5 per additional), Unlimited chats, Contact forms, URL triggers, Unlimited emails, Email queues, Transfer emails, Quality VoIP, Internal & external calls, Unlimited queues, Call distribution, Transfer calls, Receive calls on mobile, performance stats, conversation history and contact recognition across all channels. Dixa runs in the…
• Record calls and play them back later for conversation analysis.
• Forward a chat or contact form conversation to an external email adress.
• Add a custom signatures with rich media to your email integrations.
• Track your visitors' information and location.
• Create a flow that matches your company’s needs quickly and easily.
• Just chat - Free
• Email & Chat - $12 per agent
• Voice & Chat - $12 per agent; Minutes sold separately
• Voice, Email & Chat - $20 per agent; Minutes sold separately
• Record calls and play them back later for conversation analysis.
• Forward a chat or contact form conversation to an external email adress.
• Add a custom signatures with rich media to your email integrations.
• Blended call center with advanced call distribution, global calls, callback option
• Multichannel contact center that automatically routes all types of conversations - calls, emails or chats.
• Enhance your support with automatic contact recognition and look-up of customers’ order history.
Talkdesk
Talkdesk is a Cloud-Based Contact Center Software which provides an intuitive user experience, enables the user to design the best contact center for the user’s needs and helps the user make the most of the user’s customer interactions. Talkdesk offers features such as Guaranteed MOS Call Quality, Advanced Voice Capabilities, Intelligent Routing, Power Dialer, Unlimited Call Recording, SMS CSAT Surveys, Self-Administration, CRM/Helpdesk Integrations, Access to One-Click Apps, Advanced Reporting & Analytics, 24x7 Support, Workforce Management, Workforce Optimization, Quality Assurance, Voice Analytics, Context Mobile, Digital Channels, Knowledge Management, Agent Productivity Tools, Access to APIs & SDKs and Dedicated Account Manager. The…
• Record inbound and outbound calls, pause/resume live call recordings and listen to past call recordings
• Provide a seamless and professional experience with hold, mute, blind and warm transfers and call conferencing.
• Enhance your callers’ call queue waiting experiences with features such as queue callback
• Place calls directly from your favorite helpdesk, CRM, e-commerce platform or website.
• Display each agent’s status to the entire team to increase efficiency by making it clear when s/he is free to take calls.
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• Record inbound and outbound calls, pause/resume live call recordings and listen to past call recordings
• Provide a seamless and professional experience with hold, mute, blind and warm transfers and call conferencing.
• Enhance your callers’ call queue waiting experiences with features such as queue callback
• Leverage automatic outbound caller ID selection to increase connection rates and save your team time.
• Maximize efficiency without compromising call quality with unlimited concurrent inbound and outbound calling.
• Easily configure business hours and associated call routing features to suit your evolving business needs.
Vocalcom
Vocalcom is a cloud contact center platform that has the ability of working with existing systems and supports all channels. Vocalcom provides companies with an excellent platform for weaving all their clients’ interactions across all their channels into continuous threads. The continuous threads enable reducing of customer effort and providing the best customer experiences. Vocalcom provides an excellent platform for companies to improve first interaction resolution, therefore increasing their revenue per customer and NPS. Vocalcom provides a platform that facilitates continuous flow of conversation that enables companies have everything they require to deliver personalized, consistent, and effortless customer experiences across…
• Cloud contact center
• Enterprise contact center
• Conversational platform
• Call center modernization
• Inside sales dialer
• Proactive dialer
• Click2Start - €45/concurrent user/month
• Business plus - €75/concurrent user/month
• Enterprise - €99/concurrent user/month
• Unlimited power - €135/concurrent user/month
• Cloud contact center
• Enterprise contact center
• Conversational platform
• Facilitates continuous flow of conversation
• Provides capabilities required for making telemarketing and outbound collections profitable and highly efficient
• Fast and smart routing capabilities used in multi-channel service for customers and for proactive outbound solutions
Chasedata
ChaseData is a predictive dialer software which offers customizable and scalable solutions for the users’ business’ and industry’s unique requirements and which also gives the users all the tools that the users need, and an economical solution for modernizing the users’ call center. ChaseData offers features such as Voice Channels per Agent, Call Conference, Hold, Transfer, Monitoring, Digital Call Recording and Playback, List Management, Live Dashboard, Skill Set Assignment, Preview dialing, Progressive dialing, Predictive dialing, Agentless dialing, Inbound Capability, Auto Attendant & IVR, Automatic Call Distribution, Skill based Routing, Music On Hold, Local, Nationwide and Toll Free Numbers Availability, Remote…
• ChaseData’s outbound call center solutions also include time saving features, including but not limited to, single click customized disposition
• Using automatic call distribution (ACD) and interactive voice response (IVR), inbound calls are promptly re-routed using an intelligent set of parameters to connect the caller to the appropriate agent
• Client feedback shows that using a blended contact center means that calls are handled in less time, service levels improve, and agents place more successful calls per month.
• Multichannel contact makes use of all possible avenues to ensure that not a single connection slips through the cracks, maximizes customer satisfaction, and inspires brand trust.
• ChaseData’s reporting and analytics feature allows you to do all of that and more, assessing each employee’s performance based on data.
• Small Business - $89 per user/month (USD)
• Professional - $139 per user/month (USD)
• Enterprise - $169 per user/month (USD)
• ChaseData’s outbound call center solutions also include time saving features, including but not limited to, single click customized disposition
• Using automatic call distribution (ACD) and interactive voice response (IVR), inbound calls are promptly re-routed using an intelligent set of parameters to connect the caller to the appropriate agent
• Client feedback shows that using a blended contact center means that calls are handled in less time, service levels improve, and agents place more successful calls per month.
• ChaseData Corp doesn’t need days or weeks to get your call center up and running – we can have your center live in a matter of hours.
• Point, click, go, and your agents can handle incoming calls, make outgoing calls, escalate customer service to the next tier, and log or record calls.
• No code integration means that you can bring in your vital data with no stress or fuss.
NewVoiceMedia
NewVoiceMedia is a leading provider of cloud contact center and inside sales software for Salesforce. It enables sales and service agents to place and receive phone calls from within the Salesforce or Desk.com UI. ContactWorld, from NewVoiceMedia is a global, cloud communications platform. NewVoiceMedia provides a guarantee of 99.999% platform availability. ContactWorld for Sales integrates with Salesforce Sales Cloud® to increase the efficiency of inside sales teams. By integrating telephony with Salesforce you ensure that all calls are logged, recorded and easily tracked through integrated reporting and interactive dashboards. Click-to-dial, automated dialing and local caller ID increase the call connect…
•24/7 customer support
•Analytics
•Automatic notifications
•Automatic Call Distributor (ACD)
•Call center
•Access control
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•Analytics
•Automatic notifications
•Automatic Call Distributor (ACD)
RingCentral
RingCentral Contact Center is an omnichannel solution that lets customers choose their preferred method of communicating with the user’s company, including voice, chat, social media, SMS and email; plus, an intelligent IVR and self-service options which is tightly integrated with smart routing functionality to help customers connect more quickly to the agent who can best handle their needs. RingCentral Contact Center offers features such as Advanced IVR, Toll-free, local, and vanity numbers, Automatic call distribution, Skills-based routing, SMS routing, Email routing, Social media, Web chat routing, Outbound campaign management, Predictive and progressive dialer, Data directed routing, Advanced agent management, Real-time…
• All-in-one solution - contains an integrated, easy-to-use interface.
• Omnichannel support lets customers use their communication method of choice.
• Smart routing connects callers to the agents who can best solve their problems.
• Real-time reports and analytics maximize agent productivity and overall call center performance.
• Workforce optimization capabilities connect callers to the agents who can best solve their problems.
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• All-in-one solution - contains an integrated, easy-to-use interface.
• Omnichannel support lets customers use their communication method of choice.
• Smart routing connects callers to the agents who can best solve their problems.
• Provide agents with quick access to company experts to increase first contact resolution.
• Reduce the number of vendors you need to manage, take advantage of Single Sign-on, on-network calling, and one support organization.
• Save on telephony costs, and pay one simple monthly bill.
RingCentral What are Call Center Automation Software? Call Center Automation Software is a call center technology that automates elements of what the call center agent does with the desktop tools and says to customers during the call using pre-recorded audio. Call Center Automation Software helps in improving call center productivity and compliance. What are the Top Call Center Automation Software? NICE inContact, Aspect Call Center, Ameyo, Jacada, Five9, PureCloud, Dixa, Talkdesk, Vocalcom, Chasedata, NewVoiceMedia, RingCentral are some of the Top Call Center Automation Software.
ADDITIONAL INFORMATION
It’s one of the best article about call center automation software but I think you have missed one of the leading Cloud based call center software Cozte + http://coztel.com in this list. it’s offering Automated dialer, SMS & Voice Broadcasting software, Hosted Phone system and many more. I