Introduction
Phone assistance continues to be one of the most popular platforms of customer care for most companies. Growing enterprises must choose the best call center software to manage customer support and daily operations.
According to a recent poll conducted by marketing firm HubSpot, 69 percent of clients prefer phone help with a live representative. However, as a support channel, live chat is becoming increasingly popular.
Fortunately, most On premises call center solutions packages provide tools to assist you in managing omnichannel conversations.
Let us break it down for you.
Freshdesk
Freshdesk’s Contact Center (previously known as Freshcaller) is designed specifically for small enterprises, reflected in both its cost structure and its limits.
Other features include a chatbot with analytics, ticket management, call reports, multilingual assistance, a knowledge base for your customers, call routing automation, and AI-assisted customer solutions.
Freshdesk has a lot of capabilities to help you manage a contact center effectively. However, your inbound call minutes and bot sessions are limited to 2,000, 3,000, or 5,000 minutes each month. Bot sessions occur whenever a consumer uses your AI-assisted bot named Freddy, such as for an email response or a voice bot (IVR).
The price
The omnichannel plans range from $29 to $99 per user per month if paid annually. To be fair, Freshdesk provides a plethora of features even in its entry-level subscriptions.
Most suitable for:
Freshdesk’s affordability as a call center platform is one of its strongest features—the lower-priced plans make the software more accessible to smaller organizations. As long as you don’t exceed your plan’s incoming call minutes, it can serve as a full-service call center for any company.
Aavaz
Aavaz is a call center software provider that provides a scalable incoming, outbound, and hybrid call center platform. It contains a wide range of functionality targeted to the specific needs of marketing, sales, and customer care departments.
Aavaz is a cloud-based technology that eliminates the need for on-premise phone infrastructure. It uses the company’s current Internet connections and includes an Android app that allows remote employees to access the system regardless of their location.
The Aavaz system has an advanced dialer, PBX, IVR, voicemail, and other basic call center features. It also contains functionalities like Whisper, Barge, and Listen-in to help with agent training and performance reviews. Users can use the program to create their scheduling system based on employee availability and weekly shift requirements.
The price
The starting price is $84.99 per month, and a free trial is also available.
Most suitable for:
Aavaz is ideal for businesses that require only a few extensions, but it may easily scale to incorporate hundreds of users.
Five9
Five9’s call center system has four different versions, each with a growing feature set, including inbound and outbound calls, call recording, and 24/7 support. Furthermore, the user-friendly dashboard functions as a lightweight CRM for your support team to view each client’s calls, emails, and notes. The higher tiers include omnichannel email and chat assistance. The highest tiers are analytics and workflow automation.
What Five9 excels at is creating AI and machine learning-powered tools. You’ll still get normal IVR functions, but machine learning enhances customer outcomes. So, you may configure your support channels to handle inquiries with knowledge base answers, and the AI-assisted agent will route a call to a live agent if it can’t find an answer for a customer.
The price
The starting prices for Five9 plans are from $149 per month to $229 per month.
There is no free trial, but the Five9 sales staff may provide you with a demo. You might as well receive the demo because you’ll have to contact sales to acquire a pricing quote—no public pricing is accessible.
Most suitable for:
Businesses looking for a smarter call center platform may benefit from Five9’s AI-assisted IVR. You may be able to reduce the number of live agents you employ by providing clients with the answers they require without having to speak with an agent.
Final Thoughts
Whether you already have a free cloud VoIP PBX system in place or are selecting call center software for the first time, it is important to know what type of call center software your business needs.
Before making a transfer or selecting the best call center platform for your small business, consider the call center software providers mentioned above to get the software customized to your business needs.
If Aavaz sounds like the call center solution provider for you, contact them today. Get customizable solutions that are catered to your current and future business needs.
