Boost your business communications with CloudCall
Want to see how CloudCall’s business phone system can make your communications simpler and more effective? Find out how our system can improve your team’s productivity and enhance customer interactions.
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Why CloudCall?
CloudCall’s call center software is here to upgrade your communication strategy and make all of your operations run smoother. Here are some of the key ways you’ll benefit with CloudCall:
Smooth CRM integration:
CloudCall effortlessly integrates with top CRM systems like Salesforce, Bullhorn, and Microsoft Dynamics. This keeps your communication data in line with your customer records, with a complete overview of all interactions that helps you better serve your clients.
Improved productivity:
With features like click-to-call, real-time coaching, and local presence, your team can focus on what matters most – connecting with clients. CloudCall’s user-friendly interface makes it simple for your team to get started with minimal training, allowing them to get up and running quickly.
Superior call quality:
Our state-of-the-art technology provides crystal clear call quality, minimizing the frustration of dropped calls and poor call quality. Whether your team is in the office, at home, or on the go, they can always rely on consistently smooth communication.
Scalability:
As your business grows, CloudCall grows along with you. You can easily add new features and users without any major infrastructure changes. Our flexible pricing plans let you scale your services up or down based on what you need.
Powerful analytics:
Get insights into your team’s performance with real-time reporting and analytics. Track key metrics like call volume, duration, and agent performance to make data-driven decisions and improve your call center operations.
Improved customer experience:
With features like call recording, call routing, and interactive IVR, CloudCall helps you provide a tailor-made experience for every one of your clients.
What is call center software, and how does it work?
Call center software is a tool that helps businesses manage and simplify their phone communications. These tools make it easier to route calls, track customer interactions, and monitor performance, so your team can always deliver top-notch customer service.
Call center software works by integrating with your existing phone systems and customer databases, helping you manage all incoming and outgoing phone interactions. When a call comes in, the software routes it to the right agent based on variables such as skills, availability, or call history. During the call, it tracks and logs customer interactions, giving agents real-time info to better help the caller. Supervisors can monitor performance, keeping an eye on important metrics in order to provide top-quality service.
Call center vs contact center
Although ‘call center’ and ‘contact center’ are often used interchangeably, they each focus on different aspects of customer service.
Call Center:
Focus: Primarily handles voice calls.
Function: Manages incoming and outgoing calls, customer inquiries, and support.
Use: Ideal for businesses that heavily rely on phone communication for customer service, sales, and support.
Contact Center:
Focus: Handles multiple communication channels, including voice calls, emails, chat, social media, and SMS.
Function: Provides a unified platform for managing all customer interactions, regardless of the channel.
Use: Best suited for businesses that connect with customers through various channels, as it offers a more comprehensive customer service experience.
Understanding the difference between call centers and contact centers can help you pick the best fit for your business. With CloudCall’s software, you get the flexibility to use both models, so you can easily adjust your communication strategy as your business changes.
Call center software — key features for 2024
As we move through 2024, call center software needs to be smarter and more adaptable than ever. Here’s how CloudCall’s top features can help your team make every customer interaction count.
Call routing
Smart call routing is absolutely essential for smooth call center operations. With CloudCall, every incoming call is quickly sent to the best agent based on their skills, availability, and the call’s urgency. This way, your customers get the right help straight away—whether they have just a quick question or need detailed support.
Call recording
With CloudCall, recording and reviewing calls is a piece of cake, helping maintain excellent customer service and supporting training and compliance. By listening to past calls, you can refine your approach and make sure your team is always improving its strategies.
IVR (interactive voice response)
Making every customer interaction completely hassle-free, IVR quickly answers common questions or helps direct calls to the right department when needed. This saves time for both your customers and team. It’s a win-win.
CRM integration
Linking your call center software with your CRM system is a great way to improve customer management. With CRM integrations, each customer interaction is automatically logged and easy to access. This gives your team a full picture of every customer’s history and needs, helping you personalize interactions and boost overall satisfaction.
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Benefits for business
Let’s take a look at how CloudCall can boost your operations and make every customer interaction more impactful:
Improved collaboration:
CloudCall’s software makes team collaboration simple and effective. With features like real-time coaching and call notes, your agents can easily share information and coordinate efforts. This helps them resolve customer issues more quickly and work together with greater efficiency.
User-friendly dashboards:
Get a clear view of your call center’s performance with an easy-to-use dashboard. This gives you quick, actionable insights that help you understand what’s happening and make smarter decisions.
Queue callback:
With this tool, your customers won’t be left waiting on hold. Instead, they can leave their number and get a call back from the next available team member. You can handle their request quickly, and customers aren’t frustrated from waiting.
Discover CloudCall’s tools to enhance your team’s performance
How to choose call center software
for your business
Choosing the right call center software can really impact how effectively your business handles customer interactions. Here are some factors to keep in mind:
Business size
Consider the size of your team. Smaller businesses might work best with a solution that covers the basics but can scale up as needed. Larger companies, on the other hand, may need more advanced features and flexibility to manage high call volumes and complex processes.
Support requirements
It’s important to understand what kind of support your business needs. Think about the types of customer interactions you deal with — whether they’re simple questions, tech support, or sales-related. Choose software that has the features to match these needs, like smart call routing, real-time coaching, or CRM integration.
Customization needs
Every business has its own specificities, so it’s important to look for software that can be customized to fit your unique needs. Think about how much flexibility you need with workflows, features, and integrations. Choose a system that lets you tweak and adjust things to match your preferences.
Ready to find call center software that fits your business perfectly?
Modern call center solutions
vs. traditional setups
Deciding between modern and traditional call center setups can really change how your business runs. Let’s compare the two:
Hosted call center solutions
Hosted call center solutions give you a more flexible way to manage your operations. Instead of dealing with the cost and upkeep of on-site hardware, you let a service provider handle everything remotely. This means lower initial costs and the freedom to scale up or down as needed. With hosted solutions, you get access to all the latest features without the stress of managing physical equipment.
Cloud-based options
Since cloud-based call center solutions operate over the internet, you can access all the features you need from virtually anywhere. These systems are incredibly flexible and cost-effective, allowing you to easily adjust your team and features as your needs evolve. Unlike traditional setups that require heavy infrastructure and ongoing maintenance, cloud solutions streamline your operations and save you money.
Important integrations
Modern solutions easily connect with tools like CRM systems, email platforms, and other business apps. This means all your customer interactions are streamlined and your team has instant access to all the information they need at their fingertips.
Making the best choice for your call center
Picking the right call center solution can make a huge difference for your business. Here are some things to think about when weighing up your options:
Pricing and plans
It goes without saying — consider your budget. Check out different pricing plans for different tools to ensure you’re getting the most bang for your buck. Look for clear pricing with no hidden fees and plans that can adjust as your business grows.
Performance and monitoring
You need powerful performance and monitoring tools to keep your call center in top shape. Look for features that give you real-time updates on call quality, agent performance, and system efficiency. With the right monitoring, you can track key metrics, identify areas for improvement, and ensure your team consistently delivers great service.
Enhancing operations
Your call center software should be more than just a tool for answering calls — it should help make your entire operations run smoother. Look for software that fits well with your current systems, automates repetitive tasks, and includes features that simplify your workflows.
Common use cases
Understanding how call center software can fit into different parts of your business can really unlock its full potential. Let’s take a look at how this technology can make a big difference across various operational areas:
Recruiting
Call center software simplifies the hiring process by efficiently managing all candidate interactions. Whether you’re scheduling interviews or following up with applicants, a solid call center solution keeps everything running smoothly and helps you stay organized throughout the recruitment process.
Customer support
For customer support teams, call center software is a must-have. It makes managing a large number of customer inquiries super easy, with tools for quick call routing, easy access to customer records, and real-time assistance. This means your customers get the right help they need quickly, leading to better satisfaction and increased loyalty.
Sales campaigns
In sales, call center software can give your campaigns a serious boost. Features like power dialers, lead tracking, and performance insights help your team work more efficiently and close deals faster. The right tools make it easier to manage outreach, follow up on leads, and achieve higher conversion rates.
“Our customers are happier when they’ve got the user experience that CloudCall enables on the Bullhorn stack of products.”
JOSHUA PINES, VP, INTERNATIONAL ALLIANCES BULLHORN
“We recognize CloudCall as a prominent partner within the recruitment sector, and we’re looking to work with good companies such as CloudCall.
KEVIN FLOWER, SALES MANAGER, MERCURY
“Integration was seamless, the team have always been great and very helpful with us at Tracker and best out there as far as we were concerned”
LOUICE PEACOCK, HEAD OF UK SALES AND MARKETING TRACKER
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FAQ
Are you looking for CloudCall o1 or CloudCall Classic?
CloudCall o1
CloudCall’s latest unified communications platform. Currently available for Bullhorn and Salesforce.
Click the button below to access CloudCall o1 pricing for Bullhorn and Salesforce.
CloudCall Classic
CloudCall Classic integrates with the world’s leading CRMs.
Click the button below to access CloudCall Cassic pricing for all other CRMs.