In this article, you will find the best cloud-based contact center management software, carefully chosen by the experts at Accurate Reviews.
Cloud-based contact center management software
There are many companies that, with the aim of increasing productivity and lowering operating costs, choose to rely on management systems for call accounting. The latter are functional and efficient since they allow you to keep calls, data, expenses and phone scams under control. An even greater advantage can be obtained by using cloud-based software, which offers the possibility to access it from any device and at any time. In this way you will always be up to date on everything, wherever you are.
Below are the best cloud-based contact center management software with a brief description and a video tutorial.
GENESYS CLOUD
Genesys Cloud is an on-premise, cloud-based call center solution for businesses of any size and industry. Key modules include automatic call distribution, interactive voice answering, computer telephony integration, automatic dialing, a mobile call center app, a PBX and more. Genesys Cloud helps companies connect with customers through multiple communication channels. Customer analytics and metrics are presented in a single interface and automatic updates are provided. The solution allows users to create IVR flows, customize the range of action, create proactive targeted campaigns and improve agent productivity. It offers multi-channel routing, customer relationship management integrations, and custom reporting. The collaboration module helps users locate people, documents and chat histories. Users connect via group chat and conduct online meetings with video conferencing.
GENESYS CLOUD – TUTORIAL
The following video shows how to use this call management software:
Check out our review of Genesys Cloud
YTEL
Ytel is a cloud-based integrated call management solution that targets SMB call centers and businesses with dedicated phone support teams, helping them manage multi-channel communications. The solution offers features that include automatic call distribution, automatic dialing, voice answering and a scripting module. YTel is accessible via various mobile devices and also offers a mobile application for iOS and Android devices. Users have access to real-time agent reports to generate call duration and performance metrics. A dashboard is provided to centralize reporting and allows users to analyze data based on customizable boundaries. Filters are customizable for businesses to prioritize analytics which are valuable while call recordings, lead reviews and contact searches are available as standard applications.
YTEL – TUTORIAL
Let’s watch the video that illustrates the main functions of this call management software:
Check out our review of Ytel
CALLSOURCE
CallSource is a performance management solution that helps automate customer information gathering and lead generation. It is a cloud-based platform that allows users to track calls and capture sales leads with marketing insights. Designed for businesses of all sizes, it offers solutions that include call log review and forwarding of saved records via email. The software also allows budget allocation for marketing campaigns to facilitate lead generation through strategic insights into customer data. The phone coverage module of this tool helps ensure that every call is answered when there is a daytime traffic volume. Support is extended through documentation, email, telephone and online help desk.
CALLSOURCE – TUTORIAL
The technology-enabled services of this call management software analyze and optimize business performance. Let’s watch this video together:
Check out our review of CallSource
CALL RECORD ANALYZER
Call Record Analyzer is a cloud-based platform designed to help small and large organizations create customized reports for a unified communications environment. Key features include pattern recognition, device usage, custom data formatting, call data management and alert notifications. The application allows supervisors to monitor device use and monitor employee activities during calls. Using its video / voice troubleshooter, managers can capture information about dropped and disconnected calls. Additionally, its dashboard helps users view dialed numbers, identify key callers, and monitor network performance via graphs and tables. Call Record Analyzer allows team members to add custom caller ID labels, allowing them to identify internal and external calls.
CALL RECORD ANALYZER – TUTORIAL
Watch this video showing the main analyst functions of this call management software: