5 Best Call Centre Phone Systems to Digitize Your Business Communication Process

5 Best Call Centre Phone Systems to Digitize Your Business Communication Process | Could you use a corporate phone system that enables more effective call routing and reception? According to a Microsoft study, 44% of respondents still favor voice or phone as their main customer care channel. Furthermore, according to a PWC survey, 75% of respondents prefer human interaction over automated customer care.

Customer support, telemarketing, telesales, and collection operations are all capabilities of call centres, which are designed to handle the high call volume. Call centres have to employ customized phone systems to manage all of these tasks and increase efficiency. In order to offer better customer service, 66% of call centre organizations are eager to invest in sophisticated analytics.

Businesses can save a lot of money by switching to a VoIP call centre phone system. Instead of using a phone line, this phone system uses the internet. You can use it to automate self-service and multichannel customer assistance.

Check out this ranking of the best call centre phone systems if it’s time to improve your contact centre and learn how to choose the best call centre phone systems providers. Also see:- Best Call Center Phone Systems Features to Look For While Choosing the Best Option

Call Center Phone System: What Is It?

The time when inbound calls were routed by a human operator is long gone. However, some names used by contemporary call centre phone systems, such as “switchboard,” still reflect their historical context, when an operator could link a caller with the appropriate party using a complicated network of switches and wires.

Today’s contact centres use software solutions, many of which are cloud-based, to manage several business calls at once while handling responsibilities related to customer care and marketing. These systems cover two key needs for a business and are employed by small and medium-sized businesses as well as global firms.

Inbound call centre systems that provide technical support and manage commercial requests. Outbound call centre systems are used for telemarketing, polling, or customer acquisition purposes.

What are the Best Call Centre Phone Systems Available? – Top 5 Call Centre Phone System

1. AirCall

Business VoIP systems are available from Aircall to support contact centers. It is a cloud-based voice platform with seamless support desk tool integration. Aircall offers conference calls, shared call inboxes, call notes, unlimited concurrent calls, call queuing, IVR, and automated call routing, as well as CRM connections.

Features of AirCall:

To provide the customer experience a competitive edge, offer skill-based routing, live call monitoring, and cloud call centre IVR menus.
To schedule more meetings and complete deals more quickly, use Power Dialer, click-to-dial, real-time coaching, and additional cloud features.
It is simple to integrate with cloud business applications to create more positive client experiences.
Remote teams use a cloud-based phone system to stay in touch and conduct business wherever they are.

Pricing Options of AirCall:

Essentials: $30/ month per user.
Professional: $50/ month per user.
Custom: Customized package aligned with business needs.

2. TalkDesk

TalkDesk is a reliable call center solution for business teams to quickly handle phone assistance. It is a cloud-based contact center platform with capabilities for managing worker engagement, voice channels, and digital channels. The use of intelligent routing, contextual customer data, CSAT, and other tools by TalkDesk improves your customer service experience.

Features of TalkDesk:

Call routing: Direct calls to the customer service agent best suited to address their needs.
Automated Workflows: By using automation, you may improve agent productivity while cutting down on average handle time.
Voice Analytics: Using AI, pinpoint CSAT problems and boost agent engagement.
Sentiments: Measure customer satisfaction with CSAT surveys and customer mood surveys.
Call bar: Keep your attention on the customer while navigating information between CRM systems.
Granular Data: With live and historical reporting, offer insights that can be put to use.

Pricing Options of TalkDesk:

TalkDesk provides two pricing plans – Enterprise and Professional.

3. Avaya

For both incoming and outgoing speech, video, email, and chat applications, Avaya offers an automated solution. It supports automatic scheduling, voice analytics, and interaction recording. Businesses can provide experiences that matter to both customers and staff thanks to its OneCloud ecosystem.

Features of Avaya:

AI and Knowledge: Offer AI solutions that will improve human decision-making while streamlining tasks and automating procedures.
Mobile Experience: It can recognize callers on mobile devices and provide them with a mobile web experience tailored to their specific device.
Self-Service: Provide tools like proactive outreach, virtual assistants, and biometrics to customers so they may self-serve.
Public Cloud Option: Provide self-service, routing, and agent tools to create an effortless experience for customers.

Pricing Options of Avaya:

The basic plan starts at $109/month per user.
The advanced plan starts at $129/month per user.

4. GoToConnnet

GoToConnect provides enterprise-grade hosted VoIP and unified communications to businesses. It offers call encryption, complies with password protection locks, and follows the most recent security regulations, including SOC 2 Type II and GDPR. GoToConnect connects with systems of record, simplifying call placement and call recording for agents. Additionally, it enables you to customize your interactions with clients.

Features of GoToConnnet:

Calls: Utilize the internet to place phone, video, and conference calls.
Desk-to-Desk Calls: Make calls to other reps on landlines and mobile devices.
Screen Sharing: Share screens online by using screen sharing.
Instant Messaging: Send instant communications over the internet via instant messaging.

Hold Music: Use the option to play music for contacts who are on hold by using the hold music feature.
Automated Attendance: Give customers the opportunity to set up an automated attendant to answer calls and take messages when agents are not accessible.
VoIP Number: Offer a special VoIP number that is accessible from anywhere.

Pricing Options of GoToConnnet:
Starts at $19.95/ month.

5. Nextiva

Nextiva is a VoIP call centre phone system that helps to optimize your call flow, improve your call routing, and run leaner with fewer agents. Nextiva places call online rather than via regular phone lines. It operates in the cloud and can handle all of your incoming calls. The advantage of adopting Nextiva is that call center employees can operate from home or in an office. You can make use of Nextiva’s virtual agents capability as well. It aids in interaction automation and customer experience streamlining.

Features of Nextiva:

Call Monitoring: With built-in reporting, you may record, pause, and listen to customer interactions.
Call Distribution: Distribute calls in accordance with the IVR options, technical support level, and business hours.
Agent Availability: Construct your IVR and assign the appropriate call center agents to receive incoming calls.
Supervisor Dashboards: Use more than 40 cutting-edge features and reports to gauge how effectively your VoIP contact centre is performing.
Call Queuing: To direct a caller to the next available agent in the chosen queue, groups of workers, teams, and departments are organized into queues.

Pricing Options of Nextiva:

Pro plan at $50/month per user.
Enterprise plan at $100/month per user.

Summing it up

The ideal call centre phone system can significantly contribute to tackling present call centre difficulties, even though technology cannot entirely resolve them. In conclusion, selecting a system with omnichannel capabilities helps ease the pressure to go digital. Features like skills-based routing, CRM connectors, call-backs, outbound IVRs, quality management analytics, and omnichannel forecasts help improve the customer experience.

Many of these capabilities also enhance the agent experience and meet the demands of today’s agents for using cutting-edge software. Good ACDs enable agents to work from home, and omnichannel forecasting in conjunction with effective reporting can aid managers in handling budgets under pandemic pressure.