Call Center Software 2015 Review
Call Center Software 2015 Review! Velocify is a comprehensive lead management solution that is perfect for mortgage brokers, educational institutions, and insurance organizations that primarily sell their products or services over the phone or via email. The company is focused on helping its customers convert leads into clients, and with over 5,000 customers and more than 40 million leads under their watch, Velocify is making a name for itself as CRM market leader.
We think the best features are the integrated intelligent dialer and the automated email nurturing capabilities, but we also like the fact that Velocify has a reputation as a thought leader and industry expert in sales best practices. Additional capabilities include workflow automation, lead scoring and prioritization, duplicate lead management tools, and lead routing capabilities. The system also has some robust reporting features that keep your management team up-to-date on what’s really happening in the pipeline.
If you sell high-value goods or services in the B2C space and need to manage leads coming in through the internet, whether you’re a small business or an enterprise organization, Velocify should be on your list of systems to evaluate. The company was recently recognized for its excellence in sales management at the 2010 LEADER Awards. The software is priced monthly and on a per user basis.
PlanPlus Online Software (Free Trial) (Home Page)
Created specifically for professionals in Real Estate, Insurance and Finance, PlanPlus Online brings the Franklin Covey business planning methodology to the web, helping organizations manage both time and customers. The system provides an all-in-one solution for sales automation, customer relationship management and support, email marketing, project management, website integration and more, all accessible from the Web.
Utilizing the Personal Productivity core elements of the original Franklin Planner – calendar, contacts, notes and tasks, PlanPlus Online adds to the mix powerful tools to manage company productivity – sales and marketing, customer support, project management and more.
PlanPlus Online keeps leads from slipping through the cracks. Businesses can reduce the number of leads lost on transition from phone to database, as well as reducing time-consuming double entry and improving response time. By designing common terminology and consistent messaging to both existing customers and new prospects, PlanPlus Online can help organizations create and maintain a cohesive image and tone. With automated messaging, sales reps can spend more time gathering new business and less time sending redundant information.
PlanPlus Online helps Real Estate, Insurance and Finance organizations save money over traditional marketing, giving them a powerful web-based tool to communicate with customers, improve relationships and generate more business.
Five9 Virtual Call Center Software (Free Trial) (Home Page)
One of the most popular names in cloud contact center software, Five9 is used by call centers around the world. With Five9, companies see reduced costs, increased productivity, and happier customers. Whether you need software to manage your inbound, outbound, blended, or multi-channel contact center, Five9 has a product to meet your unique business needs.
There are a lot of features we love, but a few of our favorites include the IVR with speech recognition, multi-channel ACD, predictive dialer, and CRM integrations: all of which lead to more productive customer service representatives, more satisfied customers, and reduced operational expenses. With integrated workforce optimization capabilities, Five9 customers ensure that they get the most out of each staff member by optimizing agent productivity. Finally, any call center will benefit from the built-in call recording, agent scripting and quality monitoring components.
Getting started is easy, too. Most call centers can be up and running in a matter of days, since agents only need internet-ready computers and headsets to get started. And, Five9 can adapt to your changing business needs (seasonal demands, remote agents, peak call times, etc.) and will scale with your business as it grows.
Best of all, Five9 wants to see your company succeed. They’ll work with you to get the right solution in place and pride themselves on offering top-notch customer service and professional services. We would highly recommend this cloud contact center software to organizations looking to optimize their call center operations.
3CLogic Cloud Contact Center Software! Whether you already manage a contact center, you’re looking to start a contact center or you’re simply trying to expand your current solution’s capabilities, 3CLogic’s Cloud Contact Center is a highly customizable, flexible web-based contact center solution. 3CLogic’s Cloud Contact Center offers a powerful virtual contact center, streamlined lead management and response, seamless CRM integration, comprehensive reporting and analytics and more.
Utilizing 3CLogic’s proprietary V-TAG technology and cutting-edge VOIP and Web 2.0 capabilities, the Cloud Contact Center not only helps companies optimize their inbound and outbound call centers, it also makes it easier for customers to communicate with the company. This improved communication leads to higher customer satisfaction and a more efficient workforce; companies can even utilize the benefits of home-based agents.
3CLogic offers flexible deployment options – companies can deploy the platform on premise or, better yet, take advantage of the software’s SaaS deployment for anytime, anywhere, access around the world.
3CLogic’s V-TAG technology offers small to mid-sized organizations access to enterprise-level telephony applications while keeping the solution affordable. By organizing agent PCs into a grid, company resources can be distributed worldwide while still being monitored, measured and managed in a centralized, web-based hub. This approach allows businesses to quickly scale their contact centers to meet immediate needs and make the most of a distributed workforce.
3CLogic’s Cloud Contact Center is a great fit for companies looking to better manage their customers through a variety of interaction mediums.
SugarCRM Software (Free Trial) (Home Page)
More than 50,000 companies around the world use SugarCRM for their sales automation, marketing automation, account management, and other customer relationship management needs. This includes more than 600,000 users in over 80 languages. SugarCRM applications have been downloaded more than seven million times, representing an overwhelmingly positive vote of customer confidence.
We really like SugarCRM for its intuitive user experience. From customizable home pages to the new-user “wizard” tool for newbies, the system is designed with your convenience in mind. A shortcut bar, enhanced-view global search functions and downloadable plug-ins help you find what you’re looking for without the hassle of training yourself to use an entirely new software system.
Arguably one of the most flexible CRM systems on the market, SugarCRM is built on an open-source platform. This allows you unlimited freedom in customizing the solution to fit your company’s needs. SugarCRM also integrates with any third party systems you use, and can easily accommodate the new modules you can create with the built-in tools. The software supports Windows, Linux, MySQL, SQL Server, and Oracle systems and can run on either a Windows or Mac operating system.
SugarCRM is available as Software-as-a-Service or installed as an on-premise solution. A full range of mobile devices are supported as well, with an iPad edition as well as a mobile edition. The mobile access can be tailored according to your specific usage, and an offline client synchronization feature ensures your data is always up-to-date. SugarCRM is one of the most cost-effective CRM solutions on the market.
Call Center Software 2015 Review
Nextiva Hosted Call Center Software (Home Page)
Winner of the “Product of the Year” award by Internet Telephony magazine for the last 4 years running, Nextiva’s Business VoIP solutions offer small businesses enterprise-level telephony features at an extremely affordable price point. Nextiva’s packages offer innovative, cutting-edge functionality that eliminates the need for a traditional phone system.
These robust options streamline a company’s communications technologies while also a more affordable option that can be easily managed through a friendly online dashboard. They are designed for small and mid-sized businesses in just about any industry. The packages include VoIP phone systems, scalable PBX trunks, online faxing and hosted call centers.
Nextiva’s Business VoIP includes a complete toolset of advanced features necessary for a growing business looking to stay competitive. This includes tools like advanced call routing, caller ID, conference phones, mobile integration, and much more. Users can manage all of their options from the Nextiva Office Manage, a user-friendly web interface. They also offer VoIP phones if you need the hardware.
Nextiva Hosted Call Center systems are offered as two versions: Call Center Pro and Call Center Enterprise. Each is built on a single, hosted platform that can be configured to any business environment, even if you already have an inbound or outbound call center in place. Call Center Pro is a great fit for small and mid-sized phone centers with a team of agents. Call Center Enterprise offers greater flexibility, as well as tools for outgoing call control or DNIS support.
Nextiva has been in the industry since 2006 and is privately held. It is a member of the Unitedweb portfolio of companies. In addition to being an award-winner, Nextiva strives to provide personable, knowledgeable customer support.
LeadMaster Lead Management Software (Free Trial) (Home Page)
LeadMaster makes sales lead management a snap with an easy-to-use, affordable SaaS system that combines everything a business needs to capture, track and follow up with leads, including Sales Force Automation (SFA), Customer Relationship Management (CRM) and analytics, Marketing Automation and more. This robust system is available for a monthly subscription and works for companies large and small from various industries, including advertising, banking, real estate, retail and more.
LeadMaster is multiple solutions in one. Email marketing, built-in lead nurturing, marketing analytics, a virtual call center and workflow automation are just a few of the features offered. The intuitive CRM system alone offers real-time lead capture, lead distribution, nurturing, tracking and customer reporting. Leads can be qualified and converted from almost any source – webinar, call center, landing page, sales lead suppliers and more. LeadMaster also integrates with a variety of useful sales tools, like Outlook, Google Calendar and click-to-dial VOIP.
This is one of LeadMaster’s best features, along with its truly comprehensive offerings. There’s no facet of sales lead management that isn’t under the LeadMaster umbrella, and each can be customized for your business. Field names, dashboard charts, forms and various other functions can be tailored to your unique needs. Make more sales in less time, the ideal scenario for sales lead management.
The monthly subscription covers installation, upgrades, maintenance, and software licensing. LeadMaster also offers personal guidance from their LeadMaster Partners. Easy-to-use, easy-to-learn, with a hefty number of sales lead management offerings, LeadMaster is a great multi-purpose web-based solution.
Virtual Contact Center by 8×8 Software (Free Trial) (Home Page)
For small to mid sized call centers seeking a comprehensive hosted solution, 8×8 Virtual Contact Center offers an affordable, agile contact center system. 8×8 Virtual Contact Center not only provides robust call center functionality, it also supports other popular interaction mediums: voicemail, email, Web callback, Web chat and more, all accessible from a user-friendly interface that is entirely browser-based.
Because the solution is delivered via the SaaS model, it’s a great fit for organizations looking to avoid a large up-front investment and long implementation times. 8×8 Virtual Contact Center can be up and running in days rather than weeks and its on-demand architecture makes it ideal for configuration on the fly.
Another advantage of its cloud-based architecture is that the system can support agents regardless of their location – remote, in-house, offshore, etc. – and bring them together as a seamless entity. It also integrates directly with several leading CRMs and can be configured to interface with other enterprise applications.
It can be utilized by agents in almost any role – customer service, telesales, internal help desk, technical support – in a number of industries: hospitality, high tech, retail, healthcare, HR and more.
The foundation of 8×8 Virtual Contact Center is the universal queue, which then assigns interactions via skill-based routing. This quickly directs customers to agents with the correct skill set, reducing transfers. Call center operations can be monitored in real time, with historical data easily accessible for metrics analysis. With IVR, CTI and voice recording and logging, call centers remain on the leading edge of technology necessary to a successful center.
Organizations seeking a reliable, cost-effective contact center solution should consider 8×8 Virtual Contact Center.
inContact Call Center Software (Home Page)
Used by contact centers around the world, inContact’s SaaS-based call center software maximizes the quality and minimizes the cost of each and every client interaction. This call center solution has all of the features your customer-focused team needs to successfully process inbound support requests. In fact, over 60,000 agents around the world use the software to systematically and effectively manage huge call volume.
InContact can be used by small business and large enterprises alike, and is in place across a wide variety of vertical markets. Organizations that are currently using a legacy on-premise call center system that are looking to upgrade to a new, SaaS-based solution should have inContact on their shortlist of systems to review. Customer service & support applications are also available as part of the integrated suite.
What we like best about inContact are the various call routing features, including IVR, CTI and ACD, as well as the workforce optimization capabilities: eLearning, Hiring and WFM, just to name a few. We’re also big fans of cloud-based solutions. With rapid implementation, your call center can have inContact up and running in no time, and because it’s a software-as-a-service solution, you can do business on-site, from home, from your second office, or wherever works best for you. Ventana Research recently recognized inContact as having the strongest reliability ratings in the business.
Salesforce Service Cloud Software (Free Trial) (Home Page)
Hailed as one of the world’s smartest customer service apps, Service Cloud is a unique and powerful customer service solution that is designed to promote more effective and productive customer service activities from anywhere. Built on the Salesforce1 Platform, Service Cloud works to unify and optimize the agent experience, allowing users to manage cases faster and more successfully.
Service Cloud was developed to allow agents to deliver exemplary service from any device. This includes mobile functionality supported by the Salesforce1 Platform, which has been proven to improve client satisfaction by over 30% because it allows for faster issue tracking and resolution. Because Service Cloud is also multi-channel, customers gain a deeper experience with the company while at the same time companies get a 360-degree view of their customers.
From the Service Cloud Console, agents can quickly and easily manage all active cases. With the Communities tool, customers can help themselves and others with rich self-service capabilities. Additional Service Cloud capabilities include a robust Knowledge module, where both agents and customers alike can search for the answers they need. Chatter is a friendly agent collaboration tool that allows for issue escalations, and Social Service integrates the increasingly critical social media channels directly into the customer service experience.
We think the Service Cloud reporting module really sets it apart. This reporting gives front line managers the ability to see critical business metrics from real-time dashboards that are also accessible on phones or tablets. With this data, companies can quickly improve performance while dramatically lowering support costs.
We recommend Service Cloud to any growing company seeking a collaborative, mobile, and user-friendly customer service platform to increase customer satisfaction.