Best Hosted Call Center Software: Hosted call center software, also known as cloud-based or virtual call center software, is a technology solution that allows businesses to manage their customer service operations efficiently. Unlike traditional on-premises call center systems, hosted call center software operates in the cloud, which means that all the necessary infrastructure, including servers, storage, and software applications, is hosted and maintained by a third-party provider. With hosted call center software, businesses can access various features and tools through an internet connection without significant upfront investments in hardware or software. The software is typically delivered as a service (SaaS), where businesses pay a subscription fee to use the software and leverage the provider’s infrastructure.
Purpose of Hosted Call Center Software: The goal of hosted call center software is to streamline and optimize customer interactions, ensuring efficient call routing, improved agent productivity, and enhanced customer experiences. It offers many features that enable businesses to handle inbound and outbound calls, manage customer inquiries, and track call performance.
In today’s highly competitive business landscape, delivering exceptional customer service is paramount to success. Leveraging advanced call center software is crucial to providing outstanding customer experiences. Hosted call center software, also known as cloud-based or virtual, offers numerous benefits, including flexibility, scalability, and cost-effectiveness. This article will explore the 15 best-hosted call center software solutions in 2023, highlighting their features, specifications, pros, and cons.
Read Also: Top 20 Dialer Software for Call Center 2023
15 Best Hosted Call Center Software 2023
1. Five9
Five9 is a leading hosted call center software solution that offers a comprehensive suite of features, including automatic call distribution (ACD), interactive voice response (IVR), and workforce management. With its robust analytics and reporting capabilities, Five9 empowers businesses to make data-driven decisions and improve customer satisfaction.
Pros:
- Advanced analytics and reporting tools
- Seamless integration with CRM systems
- Scalable to accommodate growing business needs
Cons:
- It may require additional training for complex configurations
2. Talkdesk
Talkdesk is a cloud-based call center platform that focuses on simplifying customer interactions. It offers features like call routing, live chat, and sentiment analysis. Talkdesk’s intuitive user interface and drag-and-drop workflow builder make it easy to customize and optimize call center operations.
Pros:
- User-friendly interface
- Powerful integrations with leading CRM and helpdesk platforms
- Real-time analytics and reporting
Cons:
- Limited customization options for advanced users
3. Genesys Cloud
Genesys Cloud is a robust hosted call center software that combines omnichannel routing, workforce optimization, and artificial intelligence (AI) capabilities. It provides a unified view of customer interactions across multiple channels, allowing businesses to deliver personalized experiences.
Pros:
- Omnichannel customer engagement
- AI-powered predictive routing
- Extensive reporting and analytics capabilities
Cons:
- Advanced features may require additional setup and training
4. Zendesk Talk
Zendesk Talk is an integrated call center software solution offered by Zendesk, a renowned customer service platform. It allows agents to handle calls directly within the Zendesk interface, streamlining workflows and improving productivity. With features like call recording and voicemail transcription, Zendesk Talk enables businesses to deliver exceptional customer experiences.
Pros:
- Seamless integration with Zendesk’s ticketing system
- Call recording and analytics
- Built-in workforce management tools
Cons:
- Limited advanced call routing options
5. NICE inContact
NICE inContact is a cloud-based call center software that offers a comprehensive set of features, including IVR, outbound dialer, and quality management. Its advanced AI capabilities enable businesses to automate routine tasks and enhance agent performance.
Pros:
- Robust AI-powered virtual assistant
- Extensive integrations with CRM systems
- Advanced analytics and reporting
Cons:
- Pricing may be on the higher side for small businesses
6. RingCentral Engage Voice
RingCentral Engage Voice is a feature-rich hosted call center software designed to enhance customer interactions. It offers powerful tools like automatic call distribution, recording, and real-time monitoring. RingCentral’s strong focus on security and compliance makes it a preferred choice for industries with stringent data protection requirements.
Pros:
- Secure and compliant platform
- Real-time call monitoring and analytics
- Seamless integration with other RingCentral communication tools
Cons:
- Limited customization options for complex workflows
7. Avaya OneCloud CCaaS
Avaya OneCloud CCaaS (Contact Center as a Service) is a cloud-based call center solution with many features, including omnichannel routing, self-service options, and workforce optimization. With its extensive scalability and flexibility, Avaya empowers businesses to adapt to changing customer demands effectively.
Pros:
- Robust omnichannel capabilities
- AI-powered virtual agents
- Comprehensive workforce optimization tools
Cons:
- Initial setup and configuration may require technical expertise
8. Cisco Webex Contact Center
Cisco Webex Contact Center offers a cloud-based call center solution for businesses of all sizes. Its key features include intelligent call routing, virtual agents, and real-time reporting. With its strong emphasis on collaboration, Cisco Webex Contact Center enables seamless team communication.
Pros:
- Easy integration with other Cisco collaboration tools
- Virtual agents and chatbots for enhanced self-service
- Real-time and historical reporting
Cons:
- Advanced customization options may require technical knowledge
9. Vocalcom
Vocalcom is a cloud-based call center software solution known for its intuitive interface and powerful features. It offers tools like ACD, predictive dialer, and CRM integration. With Vocalcom’s unified agent desktop, businesses can streamline workflows and deliver exceptional customer experiences.
Pros:
- Intuitive user interface
- Easy integration with CRM systems
- Outbound dialing options
Cons:
- Advanced reporting features may require additional configuration
10. Aspect Via
Aspect Via is a comprehensive cloud contact center solution that combines various features, including omnichannel engagement, workforce optimization, and AI-driven analytics. Aspect Via’s robust functionality enables businesses to deliver personalized experiences across all customer touchpoints.
Pros:
- Multichannel customer engagement
- Advanced analytics and reporting tools
- Integrated workforce management capabilities
Cons:
- The steeper learning curve for new users
11. Mitel MiCloud Connect CX
Mitel MiCloud Connect CX is a cloud-based contact center solution that provides a range of features, including intelligent call routing, IVR, and call recording. It seamlessly integrates with popular CRM platforms, empowering businesses to deliver exceptional customer service.
Pros:
- Easy integration with CRM systems
- Real-time monitoring and analytics
- Cost-effective pricing options
Cons:
- Limited customization options for complex workflows
12. Freshcaller
Freshcaller is a cloud-based call center software that focuses on simplicity and ease of use. It offers features like call routing, call masking, and call barging. Freshcaller’s intuitive interface and quick setup make it an ideal choice for small and medium-sized businesses.
Pros:
- User-friendly interface
- Quick setup and configuration
- Affordable pricing plans
Cons:
- Limited advanced call center features
13. 8×8 X Series
8×8 X Series is a cloud-based communication and contact center solution offering comprehensive features, including omnichannel routing, IVR, and speech analytics. Its extensive integration options and scalability make it suitable for businesses of all sizes.
Pros:
- Omnichannel engagement capabilities
- Advanced speech analytics
- Strong integration options
Cons:
- Complex configurations may require technical expertise.
14. Dixa
Dixa is a cloud-based customer service platform that combines call center functionality with multichannel support. It offers features like IVR, call queuing, and real-time monitoring. Dixa’s user-friendly interface and unified inbox streamline customer interactions.
Pros:
- Multichannel customer support
- Intuitive interface
- Real-time analytics and reporting
Cons:
- Limited customization options for advanced workflows
15. Aircall
Aircall is a cloud-based call center software solution designed for modern businesses. It offers features like call routing, call whispering, and call queuing. Aircall’s integration with popular CRM and helpdesk platforms enables seamless workflows and enhances customer experiences.
Pros:
- Seamless integration with CRM and helpdesk platforms
- Call whispering and coaching capabilities
- Easy setup and onboarding
Cons:
- Limited advanced reporting options
Read Also: 30 Best Software for Call Center 2023
Features hosted call center software
Features commonly found in hosted call center software include:
1. Automatic Call Distribution (ACD): This feature automatically routes incoming calls to the most appropriate agents based on predefined criteria such as agent skills, availability, or customer priority.
2. Interactive Voice Response (IVR): IVR systems provide callers with pre-recorded voice prompts and menu options, allowing them to navigate the system to reach the desired information or department.
3. Call Recording: Hosted call center software often includes call recording capabilities, enabling businesses to monitor and review customer interactions for quality assurance, training purposes, or compliance requirements.
4. Real-time Analytics and Reporting: The software generates real-time reports and analytics on call volumes, agent performance, customer wait times, and other key metrics. These insights help businesses make data-driven decisions and optimize their call center operations.
5. CRM Integration: Integration with Customer Relationship Management (CRM) systems allows call center agents to access customer information, history, and context in real-time, enabling personalized interactions and improved customer satisfaction.
6. Multichannel Support: Many hosted call center software solutions offer omnichannel support, allowing businesses to handle customer interactions across various channels such as voice calls, email, live chat, social media, and SMS.
7. Call Monitoring and Whispering: Supervisors and managers can listen in on live calls, provide real-time coaching to agents, or silently assist without the customer’s knowledge (whispering) to improve agent performance and customer service quality.
8. Workforce Management: Advanced hosted call center software often includes workforce management tools for forecasting call volumes, scheduling agents, managing breaks, and optimizing resource allocation to ensure optimal staffing levels.
Read Also: 25 Best Call Dialer Software 2023
Advantages of Hosted Call Center Software
1. Cost Savings: Hosted call center software eliminates the need for significant upfront investments in hardware and infrastructure. Businesses can pay a subscription fee based on their usage, resulting in lower initial costs and predictable monthly expenses.
2. Scalability and Flexibility: Cloud-based call center software offers scalability, allowing businesses to easily scale up or down their operations based on changing business needs or seasonal fluctuations in call volumes. Adding new agents or expanding to multiple locations is generally straightforward.
3. Remote Work Enablement: Hosted call center software enables agents to work from anywhere with an internet connection, facilitating remote work and enabling businesses to tap into a global talent pool.
4. Easy Deployment and Updates: Deployment is typically quick and straightforward since the software is hosted in the cloud. The provider handles software updates and maintenance, ensuring businesses can access the latest features and security patches without any hassle.
5. Integration Capabilities: Hosted call center software can often integrate seamlessly with other business systems, such as CRM platforms, helpdesk software, or collaboration tools, providing a unified view of customer interactions and streamlining workflows.
Read Also: Top 20 Enterprise Call Center Software 2023
Challenges
Despite the numerous advantages, there are a few considerations and potential challenges when using hosted call center software:
1. Internet Dependency: Hosted call center software relies on a stable internet connection. Any internet outages or network disruptions may impact call center operations and customer service quality.
2. Security Concerns: Businesses must ensure that the hosted call center software provider implements robust security measures to protect sensitive customer data and comply with data protection regulations.
3. Customization Limitations: Some hosted call center software solutions may have limitations when customizing workflows or specific features. It is essential to assess whether the software meets the business’s unique requirements.
4. Dependency on Service Provider: As the call center software is hosted and managed by a third-party provider, businesses rely on the provider’s performance, availability, and support. It is crucial to choose a reliable and reputable provider.
When selecting hosted call center software, several factors should be considered to ensure it aligns with your business requirements and provides the desired functionality and benefits. Here are key factors to consider:
1. Scalability:
Consider the scalability of the software to accommodate your business growth and handle increasing call volumes. Ensure the software can quickly scale up or down to meet your changing needs without disrupting operations.
2. Feature Set:
Assess the features and capabilities offered by the software. Consider your requirements, such as automatic call distribution (ACD), IVR, call recording, real-time analytics, CRM integration, and multichannel support. Choose a solution that provides the features necessary to enhance your customer service operations.
3. Ease of Use:
Evaluate the user interface and overall usability of the software. A user-friendly interface and intuitive design can reduce agents’ training time and enable faster software adoption within your organization.
4. Integration Capabilities:
Determine if the hosted call center software can integrate seamlessly with your existing systems, such as CRM platforms, helpdesk software, or communication tools. Integration capabilities enable a unified view of customer data, streamlined workflows, and enhanced productivity.
5. Customization Options:
Consider the level of customization available in the software. Assess whether you can tailor workflows, call routing rules, and reporting to match your business requirements. Customization options allow you to adapt the software to your unique processes.
6. Reporting and Analytics:
Analytical capabilities are crucial for monitoring call center performance and gaining actionable insights. Evaluate the software’s reporting and analytics features, including real-time dashboards, historical reports, and customizable metrics.
7. Security and Compliance:
Ensure the hosted call center software provider implements robust security measures to protect sensitive customer data. If applicable to your business, check if the software complies with industry regulations, such as GDPR or HIPAA.
8. Reliability and Uptime:
Assess the reliability and uptime guarantees provided by the software provider. Downtime can significantly impact customer service and business operations, so choose a provider with a proven track record of reliability.
9. Support and Training:
Consider the level of support and training offered by the software provider. Determine if they provide comprehensive onboarding, training materials, and responsive customer support to assist you in utilizing the software effectively.
10. Pricing and Cost Structure:
Evaluate the pricing model and cost structure of the hosted call center software. Determine if it aligns with your budget and offers a transparent pricing model, including any additional costs for additional features or user licenses.
11. Reviews and Reputation:
Research the software provider’s reputation and read customer reviews to understand their track record and satisfaction levels. Consider feedback from existing users to gauge the software’s performance and reliability.
By carefully evaluating these factors, you can select a hosted call center software solution that meets your needs, enhances customer service operations, and drives positive customer experiences.
Read Also: 15 Best Cloud Call Center Software Comparison 2023
Conclusion
Selecting the right hosted call center software is essential for businesses aiming to provide exceptional customer service. Each of the 15 software solutions mentioned in this article offers unique features and capabilities to suit various business requirements. Organizations can choose the ideal hosted call center software to empower their customer service teams and drive customer satisfaction in 2023 and beyond by carefully evaluating their features, specifications, pros, and cons.