Today we will be going over 6 of the best call center monitoring software platforms on the market today. We all know how important it is to keep track of your call center metrics, but how do you do it effectively and efficiently? This article will walk you through these features and much more!
#1. CallBridge
CallBridge monitors customer interactions, call flow, call logs, and performance indicators. The software includes both agent and management tools to help analyze customer data and identify any issues. When customers complain, they’re able to quickly track the interaction down to the individual agent’s level so they can more easily identify what went wrong and how to fix it. CallBridge has a no-contract pricing model and works with all major cloud providers so users are free to mix and match at will.
#2. Zoho CRM
Zoho CRM is software that simplifies how businesses interact with their customers. It offers a very robust feature set, as well as a very appealing interface, but at its core, it strives to be easy to learn, and easy to use. Plus, it also comes at a cost that many can afford. With the free plan providing up to 5 customer records and 12 customer interactions per month and the premium plan giving unlimited accounts and unlimited contacts – the pricing starts at just $9.99/month (paid annually). The company was founded in 1998 by Sridhar Vembu and Lakshmi Potluri, who met at Stanford University’s Graduate School of Business.
#3. Zendesk
Zendesk was founded in 2007 and is headquartered in San Francisco, California. Zendesk provides business software for customer service departments. Zendesk has more than 14 million customers in 190 countries and territories.
#4. Freshdesk
One thing to keep in mind with Freshdesk is that it doesn’t integrate natively with a lot of other business management or customer support software. You’ll need to use Zapier to connect Freshdesk with anything outside the platform. What makes this hard is you’ll need an extra login to access other platforms, and that can lead to frustration when trying to find someone else who knows what they’re doing, or dealing with a company that only knows how to use one platform. With a reasonably priced plan for businesses, though, Freshdesk has potential and flexibility for all sizes of companies. Especially those which do well already just by virtue of being simpler and easier than more complex systems.
#5. Optivo
Third, Optivo has developed an Automatic Call Distributor that helps clients optimize their contact center services. OCD is Optivo’s solution for customers to simplify and automate the operations of the client’s contact center. The system consolidates incoming call traffic on a set of CTI channels and can direct the calls to where they need to go with very little manual input from the user. The system includes easy-to-use monitoring tools that alert administrators when certain thresholds are crossed, such as calls abandoned or agents who have hung up before they were transferred to another agent (abandoned). The features in OCD also allow agents on different shifts in one location to be monitored, giving a more accurate representation of how busy or inactive any given time slot is throughout a workday.
#6. Salesforce CPQ Cloud
Salesforce CPQ Cloud is a powerful sales tool for contact centers that provides enterprise-grade customer engagement analytics. The platform also gives insight into each individual customer’s interests, shopping habits, and related products and offers tailored insights to engage each one with the best product match. Salesforce CPQ Cloud is well-integrated with other Salesforce applications including the Contact Manager, Service Cloud, Field Service, Pardot, and Quip to streamline the sales process from inquiry to a closed deal.
