Cloud Call Center Software for BPO Companies

RingCentral Contact Centre is a cloud-based solution with an extensive set of features that helps BPOs to optimize their contact center operations. Its omnichannel platform helps to handle customer interactions across various channels providing an excellent customer experience. Intelligent routing directs customer inquiries to the most suitable agents.

Real-time analytics gives valuable insights that allow BPOs to make data-driven decisions and optimize their operations. It follows HIPAA and PCI-DSS standards, securing sensitive client data and enabling BPOs to meet regulatory obligations.

LiveAgent, a cloud-based help desk software provides features like omnichannel support, ticket management, knowledge base, and social media integration making it suitable for BPO. These features help in the easy handling of communications and improve customer interactions.

LiveAgent offers more than 200+ integration with third-party tools that helps to acquire the information directly from its platform and easily resolves the customer’s complex issues. It is feature-rich software with over 130+ ticketing features.

Channels is a customer service app designed to improve customer service. It allows businesses to make a call directly from web pages. It is a multi-channel contact center that helps users handle customer communications from different channels all in one place. Its integration with various platforms like Magneto, Shopify, Pipedrive, etc facilitates the customer details to be automatically displayed when they call, giving supporting agents valuable information quickly. 

Channels provide local and international phone numbers for more than 60+ countries. Agents can transfer calls to appropriate departments with IVR. Its call recording features let it record the calls of customer support that can be used later for quality assurance or training purposes.

Convoso is a cloud-based call center software for increasing sales and lead generation using multiple channels. It allows businesses to enhance contact rate and conversations to expand business revenues. It offers customizable dashboards and advanced reports to track performance and make data-driven decisions.

Convoso has a tracking tool and smart caller ID reputation management that make sure calls are not blocked or marked as spam. Its core feature answering machine detection technology gives agents more time to interact with customers and sell more. Convoso includes dynamic scripting, workflow automation, automatic call distribution, etc

3CX is a versatile PBX solution with robust features that amplify communication and collaboration. It enables users to access web conferencing, live chat, mobile apps, and many more. It integrates with MS Team, Microsoft 365, and other popular CRM integrations. 

Softphone is the one standout feature of 3CX which allows communication directly from the computer without the need for dedicated hardware. dynamic call queues and reporting help you to manage incoming calls and monitor performance effectively. A call flow designer tool uncomplicated the process of creating complex call flows with a user-friendly drag-and-drop interface.

Zendesk Talk, a cloud-based customer service software automatically generates tickets for calls and voice calls. Its features like call routing, IVR, call queues, and waiting time management helps in the easy handling of calls. Any additional software is not required to make a call. You can directly call from a browser with company telephony integration. 

Zendesk Talk provides a real-time dashboard where you can monitor your customer’s activity to ensure the customers are meeting their needs. It also works well with other tools BPOs use, like CRM platforms, to make customer support seamless.

Dialpad is a cloud-based communication platform that enhances communication and customer experiences using Artificial Intelligence (AI). It helps BPO agents to make and receive high-quality voice calls, route calls to the right departments, reduce wait times by IVR menus, and monitor calls and the performance of team members. 

Dialpad integrates with popular CRM tools to access customer information efficiently. Its call recording feature is useful for quality assurance and future training purposes. It also provides a mobile app for on-go communication.

Freshdesk, formerly known as Freshcaller is a customer support software that aids in the easy management of customer support. Agents can easily handle customer inquiries by organizing them into a ticket and assigning the tickets to the right teams that resolve the issues quickly. It also brings messages from various channels like email, chat, and social media making agents easy to respond to customers from one place. 

Freshdesk also has a knowledge base where BPOs can provide helpful articles and FAQs for customers to find answers on their own. It also offers reports and analytics to track performance and customer satisfaction.

Five9 is a cloud-based contact center solution to manage communication easily in one place. It offers multichannel support that helps to effectively handle customer interactions across various channels, including email, chat, and social media.

With Five9 Digital Engagement, customers can choose their preferred communication channel, and the system will automatically route them to the best-suited agent who can address their needs effectively. It integrates with multiple CRM platforms to access customer information and provide personalized services.