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Top 3 Call Center Software Solutions: Comparison of Zendesk Talk, Freshcaller & RingCentral Call Center

Category: B2B News
What is the best call center software?

The best call center software is Zendesk Talk. As a built-in solution in Zendesk’s ticketing suite, it allows service teams to provide efficient and personalized phone support from the same system they use to manage all other channels.

Consumers are raising their expectations of brands they do business with. In response, companies are continuously adjusting their strategies to keep up with the ever-changing customer experience landscape. Due to this trend, call center software has become a critical solution in today’s highly demanding market.

Fortunately, there are top-of-the-line call center software platforms that businesses can easily deploy nowadays. Their increasing importance is precisely why we’ll review the top 3 call center software in the market today.

In this in-depth comparison, Zendesk Talk, Freshcaller, and RingCentral Contact Center will go head-to-head on some must-have features of a call center software. With this comparative review, you’ll know more than enough when searching for the call center software that fits your requirements.

top of 3 call center software

Digital technology has empowered consumers in many ways unimaginable before. Despite this, people still rely on phone calls when they need help with complicated problems. In fact, 79% of consumers still prefer to talk to a call center representative on the phone.

There’s no contesting the game-changing impact that information provides to customers. However, 55% of customers opt to speak with customer agents over the phone.

As such, it’s not surprising that businesses ranked convenient access as their top call center priority. In line with this, businesses must know the best channel, language, and hour to offer to access them. And all of these should be offered while reducing wait time.

Main Investment Drivers in Contact Centers 2019

Source: Deloitte Global Contact Center Survey 2019

Call centers have become a critical customer touchpoint where businesses can earn trust, establish connections, and build loyalty. Creating a great customer experience is now a business priority. Thus, call centers are investing in new technologies to streamline interactions, enhance personalization, and improve access.

But what steps should you take to deliver an outstanding customer experience? Many agree that focusing on essential customer experience features is the correct place to start. And once you’re done with the basics, it’s time to shift your focus on more advanced features, such as the need to upgrade your call center software.

And with this purpose in mind, we’ve compared the top 3 call center software of today to lighten your load. This head-to-head comparison of Zendesk Talk, Freshcall, and RingCentral Contact Center will make your software selection easy yet sound and mission-critical.

Zendesk Talk

Zendesk Talk dashboard

Zendesk Talk is a robust call center software integrated into the ticketing system of Zendesk Support. It allows service teams to provide efficient and personalized phone support across multiple channels.

What’s more, this cloud-based tool gives you the option to set up your call center with messaging, mobile, and web-based channels. This setup is well-suited for promising prospects or engaged customers. With this system, agents can connect to them fast through an automated trigger.

Additionally, Zendesk Talk’s integrated live chat helps customer support teams to drive significant online customer engagements. What’s more, you can test this without any cost. You only need to sign up for Zendesk free trial here.

Zendesk

An award given to products our B2B experts find especially valuable for companies

Try out Zendesk with their free trial

In addition to the above features, Zendesk also offers top-tier call center tools. For instance, it provides SSO and customer-facing web interface using Twitter, Facebook, and Google.

Further, its Text tool allows agents to send and receive messages as well as automated notifications, with each SMS messages becoming a ticket. What’s more, these functions work in harmony to empower customer service reps to resolve cases more quickly.

Overall, Zendesk provides the needed support to enable businesses to deliver seamless customer experience. It offers 5 subscription plans: Lite, Team, Professional, Enterprise, and Partner Edition. Lite is a pay-per-use scheme, while the Enterprise plan is at $110 per agent per month.

Zendesk Talk key benefits

  • This platform allows call center teams to easily connect with customers via phone, SMS, and web.
  • Every channel comes with call recording, automated ticket creation, and complete customer history.
  • This call center software allows companies to build their own self-service portals.
  • Zendesk Talk can easily integrate with your CRM solution for increased productivity.

Freshcaller

Freshcaller dashboard

Freshcaller is a call center software designed for startups, small businesses, and medium-sized companies. It is easy to use and maintain and offers a robust yet user-friendly phone system for customer support.

Aside from its multi-level IVR system, this cloud-hosted PBX platform can handle global calls. It also provides real-time call center insights and supports contextual conversations.

What makes this a favorite among businesses is that it doesn’t need any additional hardware to run. You only need to be online using your existing work devices to use it.

You can try out its features when you sign up for Freshcaller free trial here.

Freshcaller

An award given to products our B2B experts find especially valuable for companies

Try out Freshcaller with their free trial

In case your business requires making heavy volumes of international calls, Freshcaller offers a great solution. This is because it allows you to connect to more than 40 countries across the world, using local, toll-free, international, and vanity numbers. All you need is an internet connection and your browser for this convenient feature.

Moreover, since Freshcaller is designed to support collaboration, it doesn’t hamper information access. In fact, it allows information sharing on any device since it is OS agnostic. Lastly, aside from offering a free trial, all Freshcaller plans are quote-based.

Freshcaller key benefits

  • It is easy and fast to set up.
  • Freshcaller is a compact but robust call center solution.
  • It offers real-time, clutter-free dashboards.
  • This platform helps teams collaborate better.

RingCentral Contact Center

RingCentral dashboard

RingCentral Contact Center is an all-in-one call center and communications platform. It is designed to help businesses in their customer engagement initiatives. This solution seeks to enhance customer relationships through a customer-centric contact center.

With this intuitive platform, you can optimize your operations using an omnichannel platform to connect with clients through their preferred channels. RingCentral allows you to seamlessly interact with customers, be it through email, social media, SMS, or phone call.

Meanwhile, RingCentral offers a wide range of communication tools and features, including text/speech analytics and smart call routing. Likewise, this solution allows you to perform various managerial functions such as performance management, workforce management, and quality management.

In case you want to learn more about how it works, you only need to sign up for RingCentral Contact Center free trial here.

RingCentral Contact Center is a cloud-based system that also offers real-time reporting and powerful analytics capabilities. It also supports omnichannel routing. Additionally, it is easily configurable based on skill-based parameters, so this ensures that the most qualified agents handle every call.

With all these features, you can have a better understanding of your call center activities and gain meaningful enhancements. Finally, the vendor offers three RingCentral Contact Center plans, all of which are quote-based.

RingCentral Contact Center key benefits

  • This solution facilitates improved contact center agent performance.
  • It helps simplify call center operations.
  • Supports unified, multichannel communications.
  • It offers a quick and simple platform implementation.

Comparison of Key Features

Automatic Call Distributor

Zendesk Automatic Call Distributor module

Zendesk Automatic Call Distributor empowers agents in controlling calls.

Zendesk Talk’s ACD reduces call volume by routing calls to specific agents based on a set of predetermined rules. The rules may include agent skill set, tier level, department, and instructions. Further, this ACD tool can also determine who among the agents are free and helps boost their routing priority.

Meanwhile, RingCentral Contact Center’s ACD tool is a routing engine that manages call queues. It also automatically distributes incoming contacts to particular agent groups based on the number dialed and other rules. Further, this ACD ensures that agents have a complete customer history to provide a personalized experience.

Lastly, Freshcaller offers a robust ACD that can quickly route calls to the correct agent or extension. It offers both basic and advanced ACD features. These include call queueing, small call routing, call monitoring, forward to email, integration, and automatic call back.

Verdict

Based on the above comparison, it seems that the three call center platforms offer best-in-class ACD features. However, Zendesk Talk offers the fastest wait time (30 seconds) before a call is routed from one agent to the next. So this capability gives it a slight edge over the two.

Computer Telephony Integration

Integration in RingCentral Contact Center Computer Telephony

RingCentral Contact Center Computer Telephony Integration helps boost your teams’ communication capabilities.

RingCentral Contact Center uses a smart CTI to enable agents to use their computers to interact with the phone system. This allows for unified control over call-related activities. And with an intuitive dashboard interface, managers can monitor teams and allocate company resources for enhanced decision-making. Ultimately, this helps encourage collaboration and achieve cost savings.

Likewise, Zendesk Talk offers an advanced ticketing system with CTI capability. Before they take the call, this feature provides agents with essential information like caller information and related notes. And since there’s no for caller data retrieval, this tool can significantly reduce the average call duration.

Meanwhile, unlike the first two solutions, Freshcaller currently doesn’t have a built-in CTI function. Despite this, users often turn to its sister platform, Freshdesk, for their CTI needs.

Verdict

When it comes to computer telephony integration, both RingCentral and Zendesk Talk offers built-in CTI capabilities. This makes the two platforms stand out over Freshcaller.

Interactive Voice Response

Interactive Voice Response in Zendesk Talk

Zendesk Talk IVR provides customers with quick responses.

Zendesk Talk uses the top-tier multi-level interactive voice response technology from Zendesk Voice. This robust IVR can provide numerous capabilities to any call center operations. First, it routes callers to the right agent and provides recorded responses for voice-based FAQs. Second, it allows call centers to easily generate menus that customers can select from using keypresses. Third, it can perform other routing protocols such as to agent teams, voicemail, outside numbers, etc.

Meanwhile, Freshcaller offers a reliable, scalable, and cost-effective IVR system. It empowers call centers with a number of operational efficiencies. For instance, it can lessen an agent’s workload, while at the same time optimizing service efficiency.

Lastly, RingCentral Contact Center business provides a flexible multi-level auto-attendant. It enables call centers to build advanced call-flow systems with extensive menu options. Generally, aside from simplifying phone routing, this tool allows users to deploy numerous individual IVR menus for various locations.

Verdict

Once more, it’s quite hard to choose the best in IVR among these top 3 call center software systems. Nonetheless, our experts give it to Zendesk Talk because of its known efficiency to drive better outcomes quickly and consistently.

Analytics and Reporting

Zendesk Talk Analytics

Zendesk Talk Analytics allows you to task agent metrics over time to determine their operational impact.

Zendesk Talk offers robust reporting and advanced analytics tools to help you to always stay on top of your operations. Generally, it focuses on several key metrics for helping your business to continually improve. In addition, it enables you to analyze data on customer satisfaction, channels, and tickets, including facilitating agent performance appraisal.

Meanwhile, Freshcaller’s analytics and reporting modules focus on mission-critical metrics. With this feature, your KPIs are visualized and presented in an intuitive, easy-to-consume method. Some of these metrics include process, conversation, and team analytics.

On the other hand, RingCentral Contact Center’s reporting tasks are performed via a robust analytics portal. This user-exclusive site provides smart reporting on critical metrics like agent performance, QoS, etc. It also allows for customizable report views and data visualization.

Verdict

All these top 3 call center software provide robust reporting and analytics capabilities. But Zendesk Talk clearly offers better analytics options as they can be easily scaled and customized. Nonetheless, the analytics capabilities of these three solutions are already comparable even to those of today’s top data analytics solutions.

Call Monitoring

Call monitoring in Freshcaller

Search contacts easily in Freshcaller.

Freshcaller’s call monitoring feature uses a robust, real-time dashboard to view the list of active, ongoing conversations. This feature helps call centers better analyze their agents and communication methods to allow operational improvements. Additionally, it is indispensable in managing distributed teams and for maintaining quality service.

In the same manner, Zendesk Talk’s call monitoring tool helps contact centers easily track agent performance for quality assurance purposes. Likewise, it is designed to ensure that agents always provide great customer experience through data-based coaching and feedback.

Finally, RingCentral Contact Center also offers smart call monitoring features. It allows managers to monitor live calls, discretely coach agents, join conversations, and, if necessary, take over ongoing phone calls. However, this is only available with RingCentral Office Premium and Ultimate editions.

Verdict

Again, it’s a close call for this final category. All three call center solutions scored well as they all provide efficient call monitoring functionalities. However, Freshcaller seems to have the upper hand in some aspects. For instance, its capability to boost a call center’s First Call Resolution rating is an excellent feature.

What’s the best call center software for you?

It’s evident that Zendesk Talk overwhelmingly dominated in most of the tested features. These include Automatic Call Distributor, Computer Telephony Integration (with RingCentral), Interactive Voice Response, and Analytics and Reporting. Freshdesk was rated the best in Call Monitoring.

In case you want to learn more about the full extent of its offerings, you only need to sign up for Zendesk free trial here.

A final note, if you’re still into processes you’ve been using in the past 10 years, maybe it’s time to make some changes to get up to speed with the latest call center trends. Likewise, in case you want to refresh your knowledge about this software category, it’s always good to know more about what a call center software is.

By Nestor Gilbert

Senior writer for FinancesOnline. If he is not writing about the booming SaaS and B2B industry, with special focus on developments in CRM and business intelligence software spaces, he is editing manuscripts for aspiring and veteran authors. He has compiled years of experience editing book titles and writing for popular marketing and technical publications.

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