Small business owners frequently get caught up in the daily grind, paying attention to what needs to get done and what is low priority. However, some projects deserve more of your attention. And while many things can be delegated, some projects should become more of a personal project for you and more part of your focus and attention. A call centre software for small businesses is one such project.
If you’re looking for call center software for small business, you’ve come to the right place. We offer a variety of free guides and reviews to help you find the ideal solution for your business. No matter what you’re looking for — online call center software, phone answering service for small business, best phone system with virtual receptionist — we can give you the information that will help you make the right choice.
RingCentral Contact Center
RingCentral offer one of the most innovative of the cloud-based phone platforms, and the RingCentral Contact Center software is no exception.
The platform is designed around a number of core features, such as true omnichannel routing, CRM software integrations, agent management software, as well as the inevitable reporting dashboard and analytics.
What sets RingCentral apart from many competitors is that the service has been built in the cloud for the cloud, avoiding some of the technical problems that have plagued other vendors who have tried to migrate legacy systems online.
Additionally, RingCentral’s Connect platform offers a backend with a powerful yet easy to implment range of customizations which makes it a leading CPaaS (Communications Platform as a Service) provider.
HubSpot
If you’re looking for a powerful but easy-to-use call center software, look no further than HubSpot’s help desk software and Service Hub.
HubSpot’s help desk software, integrated with Aircall, is built on top of its leading CRM and connected to its sales and marketing software. That means no matter who the customer talks to, the front-line agent has all the information they need to resolve the issue directly in front of them. Placing this information into a single view helps employees deliver a superior customer experience.
HubSpot’s call center software has advanced automation tools and insightful reporting that helps your team consistently improve customer service. Service Hub includes a shared email inbox, live chat software, and self-service tools, all of which integrate seamlessly with Aircall for phone support. Aircall plans start at $30/user/month.
By combining HubSpot with Aircall’s cloud-based phone system, businesses of all sizes can offer a delightful end-to-end customer experience across a variety of channels.
Pricing: Free; $45/month (Starter); $360/month (Professional); $1,200/month (Enterprise)
Nextiva
The software you need to support your call center reps can get expensive—fast. Often, you’re looking at an enterprise-grade solution with custom pricing, metered calling, or just a really high monthly cost (especially if you have a lot of users).
Nextiva softens the pain of boosting your call center with software, with prices starting as low as $50 per user per month for unlimited calling and call queues.
Handle as many inbound or outbound calls as you need while also not worrying about paying a boatload more than you’d like during lighter months.
You’ll need Nextiva’s overall VoIP service—Nextiva One—to wield their call center software. If you’re already on Nextiva, great! You’ll only have to pay the add-on price to bolster your call center.
For $50 on top of your regular Nextiva bill, you get unlimited call queues and intelligent call distribution. The former allows you to field any number of callers, placing them in a waiting line instead of sending them to voicemail. The latter lets callers tell the Nextiva platform call router what they need and have their call directed to the right department.
Need finer control over call queues? Go a step up to Nextiva’s Enterprise call center plan and unlock advanced call queue management. That allows admins to reorder and manually route calls in the queue. That’s great for specialized needs, sales conversations, or
But what if you don’t already have Nextiva One? Doesn’t having to sign up for that make this more expensive than other options?
Not at all.
For smaller teams, you’re looking at just over $20 per user per month to get outfitted with Nextiva One’s entry-level plan. The Essential plan gives you unlimited voice and video, an auto attendant, mobile and desktop apps, and more.
That’s plenty at the base plan for outfitting your call center. And, if your team consists of 20 or more people, you can get Essential for around $18 to $19.
So, all in, a team of 50 can get unlimited calling and Nextiva’s call center software for $68.95 per user per month. That’s a steal compared to some other plans and you’re only getting what you need. Plus, if you ever need more, Nextiva One plans are scalable to include additional features like video conferencing, call pop, single sign-on, and more.
Maybe best of all, it’s all a VoIP-based solution, so installation is nonexistent and implementation is a breeze.
Get the best pricing on call center software by reaching out to Nextiva today.
channels
Formerly known as CrazyCall, channels is a cloud-based service that can be easily managed through an app. You can make calls both through an automatic dialer as well as using a click-to-call browser extension.
A unique feature of channels is that it allows you to route outgoing calls through local phone numbers, which may increase response rates for sales calls. Call recording comes as standard to help monitor agent results, and reporting is included to allow you to organize and analyze calls and manage success rates.
Rather than providing general customer/client support, channels is more focused on being a sales-calling platform and doing that well, especially in terms of improving conversions and increasing ROI.
Pricing includes features such as IVR, free incoming calls, 30 days call recording, ecommerce integration, and live chat integration.
Aircall
Speaking of Aircall, this cloud-based call center can help your support team transform customer experiences.
This software includes some of the top features we mentioned earlier, including IVR, cloud-based calling, call routing, and more. Additionally, the software boasts features such as skill-based routing, call queuing, queue callback, live call monitoring, and call whispering.
With the call whispering feature, managers can advise teammates behind the scenes and make an impact right at the moment. This is great for the customer experience and training purposes as well.
Aircall also has call center analytics so you can monitor the performance of your agents, either individually or as a team.
Pricing: $30/user (Essentials); $50/user (Professional); Custom (Enterprise)
Cloudtalk
With more than 2,500 call centers powered by Cloudtalk, They’re trusted by businesses like Fujitsu, Mercedes-Benz, Booksy, DHL, and more. So you’ll be in good company if you use them.
They stand out because they allow you to run virtual call centers from anywhere in the world. As the name suggests, they leverage cloud technology to give you a secure calling experience.
Their intuitive platform also includes a great dashboard that gives you insight into your customer when their call is in the queue. This gives you a chance to anticipate their needs before you even speak with them.
Cloudtalk’s Smart IVR is a standout feature. It is an interactive voice response system that routes calls to exactly the people who need to take them. You’ll also be able to choose language preferences, and map out the customer journey with their drag and drop call flow designer.
Here’s a look at their annual plans:
Starter — $20 per user per month
- Unlimited inbound and intercompany calls
- Click to call
- Automated call distribution
- Mobile app
- Unlimited call queuing
- International numbers
Essential — $25 per user per month
- All features in the Starter plan
- Advanced analytics
- Real-time client dashboard
- Integrations with other systems
- Open API
- Skill-based routing
- Smart queueing
- SMS messaging
- Workflow automation
Expert — $40 per user per month
- All features in the Essential plan
- Salesforce integrations
- Power dialer
- Smart dialer
- Call monitoring
- Wallboards
- Account manager
- Speech to text
- Sentiment score
- Unlimited concurrent calls
Custom — Contact for pricing
- All feature in the Expert plan
- Custom onboarding
- Unlimited outbound calls
- Enterprise-level security
- Developer support
- Custom reporting
- SLA
I’d go with the Essential plan at a bare minimum. The integrations and analytics tools alone make it worth the extra five bucks per user a month. Overall though, this is a solid investment for any remote or distributed teams.
Conclusion:
Call centre software is important to any SME/SMB business because it can help them significantly reduce their operational costs. Call centres are vital for businesses that receive lots of customer calls every day. If you talk to your customers over the phone or want to communicate with them through other means, then call centre systems are useful for help management.