Best Call Center Software – 2022 Reviews, Pricing & Demos

Introduction 

Is call center software superior to a PBX system? Because of the presumed similarities between the two systems, many firms raise this question while establishing a call center. With countless calls, call center operators must have the appropriate tools for the task. As a result, running a call center is about picking the appropriate call center training solutions and software. 

This article will provide a quick overview of each — as well as the reasons why call center software is unquestionably superior.

PBX Solution 

A telephone network that allows agents to make and receive internal and external calls is a PBX system, sometimes referred to as a Private Branch Exchange solution. PBX systems need communication channels like Voice over Internet Protocol (VoIP) or physical phone lines to function for on-premise call center solutions.

Your corporate phone line is split into many lines with a PBX solution, enabling you to accommodate additional phones. With many lines, agents can utilize the PBX system to answer several calls at their own extensions simultaneously. Calls can be transferred to other agents within the company, or a conference call can be organized– this is great for businesses that handle the high call volume. 

Features Of PBX Solution 

Here are some features of the PBX solution:

• Call transfer and conference calling 
• With Aavaz FreePBX, you can put customers on hold with custom messages or music
• IVR Auto-attendant 
• Agent or departmental voicemail
• Employee extension directory 

Call Center Software 

Call center software is a technology utilized to improve a call center’s efficacy and productivity, specifically focusing on improving communications between customers and agents. The main role of call center software is to automate incoming and outgoing calls. 

They also aid in tracking and reporting critical metrics connected to such interactions. It can also route contacts across channels such as email, chat, SMS, social media, and more. Furthermore, the program facilitates the recording of interactions between consumers and representatives and the use of customer satisfaction survey tools.

Features Of Call Center Software 

Here are a few of the features of call center software:

• Smart dialers 
• ACD
• Intelligent routing 
• Real-time, historical, and custom reporting
• Agent scripting 

Reasons Why Call Center Software Is Better 

While both call center software and PBX systems focus on volume and productivity, only call center software can personalize every call.

Here are some reasons you should choose call center software over a PBX system.

Multi-Channel Integration 

Unlike a PBX solution, a cloud call center allows you to connect numerous customer outreach channels such as SMS, telephone, Email, social media, chatbot, CRM, and more. This improves the client experience and provides your agents with a 360-degree view of the consumer. The cloud call center solution may also be used with a multi-channel dashboard to provide a chronological view of consumer interactions throughout all channels.

First-Call Resolution 

Cloud call center software is more intelligent than a PBX system. Call center software includes intelligent features such as intelligent routing and advanced agent support to increase agent productivity and first-call resolutions. 

It has advanced routing techniques for efficiently administering intricate routing rules, such as a sticky agent or routing based on abilities, location, and other factors. Additionally, enhanced agent assistance features such as knowledge base integration, whisper coaching, enhanced auto attendants, and IVR are available. As a result, customers can talk with the appropriate person immediately and get their issues fixed in a single call.

Cost-Effective 

A committed staff is required to maintain and operate PBX structures. It implies that you will require a full-time staff to continue operating. Starting a call center using PBX solutions can cost a company hundreds of dollars per user in up-front expenditures. This does not include setup or installation fees.

Call center software does not require a large upfront investment or deployment charge. Furthermore, organizations frequently benefit from the cost reductions that call center software provides in various areas.

Automatic Call Distribution 

Automatic Call Distribution is essential to call centers because it swiftly connects your clients with the appropriate agent. It can direct calls to agents based on several criteria, such as skill-based routing or VIP calls.

Advanced Problem Solving 

Due to the numerous communications that occur with consumers, organizations require robust escalation features. Call escalation capabilities in traditional PBX on-premise call center solutions are restricted. On the other hand, call center software provides a business with effective escalation options.

Businesses can use call center software to provide numerous choices to clients when live agents are unavailable, such as interactive and automatic voice response and ticketing. An effective call center software includes all of the functionalities of a PBX solution, such as call queue, interactive IVR, custom music, and on-hold messaging.

Measure More Metrics With Call Center Software 

A call center software enables you to measure far more metrics than a PBX solution. The latter has limited features with limited reporting tools. On the other side, call center software gives extensive analytics and logging features enabling management to have an in-depth view of the center’s functioning.

Managers gain valuable insights from call reports such as call dropout rate, abandoned call rate, and statistics such as average handling time and first call resolution rate.

Better Integration With Other Software 

One of the most significant advantages of call center software is integration with other customer service software, which is not available in conventional PBX solutions. Call center software can easily integrate with ticketing and helpdesk software, which helps with customer inquiries. The integration helps provide an immediate response. It can also integrate with CRM software which helps businesses in conversion, generate leads, and improve sales. 

Scale Up Without Additional Costs

As your company grows, it stands to reason that the number of workers will grow too. PBX solutions, except Aavaz FreePBX, are only intended to provide a fixed number of phones and lines through a central box. They also only support a certain number of lines, making it mandatory for you to pay for additional phones and lines. 

With call center software, you can scale up to meet your needs without purchasing new equipment or needing your IT personnel to set it up.

Conclusion 

To summarize, you can use a PBX solution if you are a budding organization with a small workforce and do not need to analyze different metrics. But remember that this has higher upfront costs, and you will need to pay extra as your team grows. However, it is recommended to implement call center software to grow and thrive regardless of size or kind.

Get in touch with Aavaz, one of the best call center solution providers in the business, to support, improve, and take your business to new heights.