11 call centre software packages to optimise your customer relations
Good call centre management is at the heart of companies' strategies for improving relations between themselves and with their prospects and customers. As well as facilitating the acquisition of new customers, this relationship, if well maintained, helps to convince, retain and retain your customers in your sales processes and tunnels.
Managing a call centre, whether it's for customer service or sales, brings with it many challenges: time and staff management, optimising the customer journey and customer satisfaction, and even IT issues. As a company with a call centre, you're likely to be faced with one or more of these issues.
This is where good call centre software can make the difference and help you improve the customer journey within your business. This type of software also provides you with considerable help on a managerial level by making your agents' work easier and enabling managers to better assist them. 🔥
What criteria should you take into account to find the right call centre software for you?
The call centre software you're going to use must have essential features. That's why we've made sure that the software we've selected has the following features:
- real-time visibility of interactions in progress;
- interactive voice response (IVR);
- call-back functions
- analysis ;
- reports on your organisation's performance;
- the possibility for third parties to join ongoing conversations.
The 11 best call centre software packages
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 3CX |  Aircall |  Avaya |  Axialys |  Bitrix24 |  KIAMO |  LeadDesk |  NobelBiz OMNI+ |  Ringover |  Talkdesk |  Zendesk Talk |
|---|---|---|---|---|---|---|---|---|---|---|
| For all companies | For companies with more than 1 employees | For all companies | For companies with more than 50 employees | For companies with more than 1 employees | For companies with more than 50 employees | For all companies | For all companies | For companies with 2 to 5000 employees | For all companies | For companies with more than 1 employees |
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| Learn more about 3CX | Learn more about Aircall | Learn more about Avaya | Learn more about Axialys | Learn more about Bitrix24 | Learn more about KIAMO | Learn more about LeadDesk | Learn more about NobelBiz OMNI+ | Learn more about Ringover | Learn more about Talkdesk | Learn more about Zendesk Talk |
3CX
Introducing 3CX
3CX is a cloud-based IP telephony solution that simplifies the management of corporate communications. Compatible with various devices and integrated with your business tools, 3CX centralises calls, video conferences and instant messaging on a single platform, wherever your teams are.
Benefits and strengths
3CX is distinguished by the following features:
- Centralised VoIP calls: reduce your costs while maintaining high call quality.
- Unified interface: manage all communication channels via a single platform.
- Flexible deployment: available on-premise, in the Cloud or in hybrid mode, depending on your needs.
- Easy CRM integration with Microsoft 365, Salesforce and others.
What we like about 3CX
The flexibility and intuitiveness of 3CX make it an ideal choice for optimising communications management. Its user-friendly interface and seamless integration with your business tools make it easy for your teams to do their jobs, while providing effective management of customer interactions.
3CX
Aircall
Presentation of Aircall
Aircall is a cloud telephony solution designed specifically for businesses looking to centralise and optimise their communications. Aircall integrates easily with a multitude of business tools, such as CRM and support platforms, providing a seamless and consistent user experience.
Benefits and strengths
Aircall offers a number of key features that meet the needs of modern call centres:
- Cloud-based call management via a secure cloud platform, without the need for complex hardware infrastructure.
- Real-time supervision with access to call recordings for ongoing agent training.
- Advanced call routing options, ensuring every call is directed to the right agent based on rules you define.
What we like about Aircall
What makes Aircall particularly attractive is its ease of implementation and intuitive interface. The lack of hardware requirements makes installation quick and simple, which is ideal for growing businesses or those with decentralised teams.
Aircall
Avaya
Introducing Avaya
Avaya is an enterprise communications solution that offers a complete range of products for call centres and unified communications. Based in the cloud, Avaya enables businesses of all sizes to effectively manage their customer interactions by centralising calls, messages and video conferences on a single platform.
Advantages and strengths
Avaya offers a wide range of features to meet the complex needs of call centres:
- Integrated platform to manage calls, messages, video conferences and even social networking interactions.
- Advanced CRM integration.
- Advanced call management features to ensure that each customer is directed to the most qualified agent to deal with their query.
- Real-time monitoring tools with the ability to adjust strategies based on operational needs.
What we like about Avaya
Avaya is particularly appreciated for its ability to adapt to the needs of large enterprises while offering an intuitive user interface. The depth of its unified communications functionality not only enables effective management of customer interactions, but also strengthens internal collaboration.
Avaya
Axialys
Presentation of Axialys
Axialys is a Cloud solution that integrates with your existing business tools (CRM, ticketing, etc.). This software enables your teams to stay connected, wherever they are, while optimising your customer journeys.
Advantages and strengths
Axialys is a call centre solution that not only adapts to your needs and those of your teams, but also gives you access to the following features:
- an interface that provides an extension enabling your agents to answer calls from their browser, wherever they are;
- real-time management of calls made by your agents, with a 360° view of your call and contact centre management;
- direct access to your agents' conversations to assist and guide them without their callers hearing you.
What we like about Axialys
Via the interactive voice server interface, you can control your structure's call flow by automating the telephone greeting and qualify your callers' requests in order to best redirect them to the appropriate agents.
Axialys
Bitrix24
Introducing Bitrix24
Bitrix24 is an all-in-one platform that combines customer relationship management (CRM), enterprise telephony and collaboration functionalities. Ideal for companies looking to centralise their business and communication processes, Bitrix24 offers a flexible cloud solution that adapts to the needs of teams, whether they are in the office or working from home.
Advantages and strengths
Bitrix24 stands out for its multiple integrated functionalities that make it easier to manage call centres and customer interactions:
- Team collaboration tools combining telephony with task management, internal chat and document management tools.
- Process automation for calls, follow-ups and reminders, reducing agent workload and improving efficiency.
- Flexible deployment : available in cloud or on-premise versions, Bitrix24 adapts to the specific needs of every business, large or small.
What we like about Bitrix24
Bitrix24 stands out for its integrated approach, combining CRM, telephony and collaboration tools in a single platform. What we particularly like about Bitrix24 is its ability to automate repetitive tasks while maintaining precise traceability of customer interactions thanks to its powerful CRM. What's more, its flexible deployment means that businesses can choose the solution best suited to their infrastructure, while offering an intuitive interface that makes it easy for users to get to grips with.
Bitrix24
Kiamo
Introducing Kiamo
Kiamo is a multi-channel call centre solution that helps you manage your interactions with your customers and prospects. The solution is ideal for any organisation wishing to optimise the effectiveness of its customer relations.
Benefits and strengths
As well as capturing and distributing multimedia flows according to rules that you can set, Kiamo is a solution that offers a number of additional services:
- management of all the interactions you have with your customers via a single interface ;
- prioritisation of the interactions your teams have with your customers according to the rules you define, before forwarding them to your available advisers;
- simple integration into your infrastructure, adapting to existing information and telephony systems.
What we like about Kiamo
Kiamo gives the call centre supervisor access to tables providing real-time information on actions and interactions in progress. This information comes from almost 800 customisable indicators that the supervisor can select according to what he or she considers to be a priority for the smooth running of the call centre.
KIAMO
LeadDesk
Introducing LeadDesk
LeadDesk is software designed for call centres and customer contact centres. The solution is both an outbound sales prospecting software designed to triple the efficiency of your agents, and an omnichannel customer service system that manages all your communication channels on a single platform.
Benefits and strengths
Many users are satisfied with LeadDesk because it is easy and intuitive to learn, use and customise. But the software also stands out thanks to the following points:
- the ability for your staff to make between 40 and 120 calls each, every day ;
- a user interface that can be mastered in just a few clicks;
- calls made directly from the CRM that your teams use.
What we like about LeadDesk
Operational stability: the infrastructure used by LeadDesk is very high-performance, providing almost 100% operational stability.
LeadDesk
NobelBiz OMNI +
Introducing NobelBiz OMNI +
NobelBiz OMNI + is the all-in-one solution for call centres that want to simplify their agents' workflows. Whatever channel you use to reach your customers and prospects, the solution adapts to provide the best possible experience for your callers.
Benefits and strengths
In addition to an optimal customer experience, NobelBiz offers a real advantage by providing a secure yet customisable solution :
- IVR and voice recognition
- call logging;
- fully customisable call scripts .
What we like about NobelBiz OMNI +
With over 20 years' experience in call centre management, NobelBiz understands the needs of these organisations. That's why the application offers integrated features that can be customised and optimised to suit any type of use your teams may have.
NobelBiz OMNI+
Ringover
Introducing Ringover
Ringover is VoIP software that simplifies your organisation's telephony systems. The solution enables you to manage your organisation's telephony, video conferencing, instant messaging and call centre all at once.
Benefits and strengths
In addition to all the telephony functions offered by Ringover, you will have access to the following functions in particular:
- a call, video conferencing and instant messaging system to over 100 destinations;
- over 60 software integrations (HubSpot, Salesforce, Zoho, etc.);
- assistance for your sales prospectors by having all the information available on the person making an incoming call.
What we like about Ringover
Your agents' calls can be personalised so that incoming calls are redirected to the right agent, according to the rules and criteria you define. Your caller can be sure that he or she is speaking to someone who is already familiar with his or her issues.
Ringover
Talkdesk
Introducing Talkdesk
Cloud-based contact centre software, Talkdesk provides businesses with a solution to optimise the experience of their customers and prospects. Every year, the software adds almost 100 new features to provide users with call centre software that meets their expectations as closely as possible.
Advantages and strengths
In addition to its user-friendly interface, Talkdesk offers a number of additional benefits to suit all types of business:
- more than 50 integrations are available to ensure that the software matches your needs as closely as possible (Salesforce, Zendesk, Slack, Microsoft Teams, etc.);
- intuitive, easy-to-use interface customisation and modification without having to touch a single line of code;
- operational implementation of your call centre in just a few weeks if you're starting from scratch.
What we like about Talkdesk
Talkdesk offers seamless integration with the CRM systems used by your organisation. What's more, there's a clear automation of workflows, possible from the first few minutes you use the software.
Talkdesk
Zendesk Talk
Introducing Zendesk Talk
Integrated call centre software, Zendesk Talk enables you and your staff to provide customers with tailor-made solutions to the problems they encounter.
As soon as an incoming call comes in, the software provides the available information about the person you are talking to. Part of the Zendesk suite, with Zendesk Talk you can handle calls, text messages and voicemails in the blink of an eye on a single interface.
Benefits and strengths
In addition to benefiting from the expertise of Zendesk's developers, Zendesk Talk offers a number of features likely to be of interest to the most demanding businesses:
- easy integration with all the channels you already use to communicate with your customers and prospects;
- customer information is displayed to give you direct context on the subject of an incoming call;
- each incoming call is accompanied by a ticket showing the caller's contact history to make it easier for you to follow up.
What we like about Zendesk Talk
It doesn't matter how your customers contact you. Whether by phone, chat, email or social networks, Zendesk Talk gives you access to an omnichannel solution that makes your customer service more efficient.
Zendesk Talk
Call centre software: an essential aid for your team
As you can see, choosing high-performance call centre software is essential for your business if your staff are often on the line with your customers.
By using one of the call centre software packages from our selection above, you're guaranteed to improve the customer experience and make your staff's work easier.
So don't wait any longer and sign up for one of the software packages recommended by Appvizer! ✨
Article translated from French