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What Do You Need from Call Center Software?

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What Do You Need from Call Center Software?

July 18, 2014
By Mini Swamy
TMCnet Contributor

Making a good impression the first time you meet a person is important becuase that’s what is going to set the tone for future encounters. Call centers are no different; they are the first point of contact for customers and the impression they make will reflect on the company. But in a fast changing landscape, they need tools and technology to keep pace with customer expectations and growth. Fortunately, there are call center software providers that help businesses function without any major hiccups.

But, not all such software providers meet the mark. The specialists at have endeavored to identify those that were highly rated by customers.

If call centers are to function efficiently and save businesses money, they need good software and quality products that will help them do that. Vocalcom prides itself on having the state-of-the-art software that monitors contact centers in real-time, a multi-channel desktop for omnichannel customers and other innovative products that will keep call centers ticking. According to, customers have rated it highly, and in the long run, that’s what counts.

If Vocalcom has software to boast about, 8x8 (News - Alert), Inc. ranks best in dependability and reliability – two sterling qualities that will help anyone go places. It always feels good when people know that they can fall back on you anytime; that’s what 8x8 Inc. is all about. It’s there and will be there for customers whenever they need it and customers are aware of that. A ‘Thumbs up’ by customers and deservedly too.

But if you’re looking for a call center provider that is really motivated, then there’s SafeSoft. It’s dynamic, versatile and always busy helping companies help themselves. Its software not only helps reps to get more calls answered but also allows them to spend more time talking to callers. Oftentimes, that does help a lot, for what do customers most want if not an understanding agent or rep, who empathizes with them. SafeSoft’s dynamism rubs off on businesses and more than anything else, that’s what businesses need- to be prodded and pushed into achieving.

There are of course a host of other solution providers and offerings on the market to look into. Many, like Five9 (News - Alert), offer software hosted in the cloud that can keep costs low and change with customer and market demands. This ability to quickly and easily adapt is key.

So, while it’s not all that difficult to get the right software for your call center, the problem, if any, will be deciding what you need: Good software and innovative products, stolidity or aggressive competition. Then the choice will be easy.

Edited by Stefania Viscusi
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