Running a call center can be a daunting task, especially when dealing with a large volume of calls. More often than not, managing customer interactions can become overwhelming and can lead to a decline in customer satisfaction rates. This is where call center CRM software comes in. These software solutions help you manage customer interactions and make the entire process streamlined and efficient. In this article, we will be discussing the best call center CRM software for 2021.
1. Salesforce CRM
Salesforce CRM is a popular choice among call centers for its robust features and user-friendly interface. It offers a comprehensive suite of tools for managing customer interactions, such as real-time chat, email, and phone integration. Its customizable dashboards enable call center managers to view important metrics and KPIs in real-time, which can help them make data-driven decisions. Its omnichannel routing and automation capabilities make it a top choice for businesses looking to streamline customer interactions across multiple channels.
2. Zendesk CRM
Zendesk CRM is another great call center CRM software that offers a range of features such as ticket management, live chat, and call center integration. It also offers a knowledge base that can be used to provide customers with self-service options. Its robust reporting capabilities enable businesses to track and analyze call center performance metrics, such as response times and customer satisfaction rates. Zendesk also offers a mobile app that allows agents to manage customer interactions on-the-go.
3. Freshdesk CRM
Freshdesk CRM is a cloud-based call center CRM software that offers a unified platform for managing customer interactions. Its features include email, phone, and social media integration, ticket management, and automations. Freshdesk also offers a comprehensive reporting suite that enables businesses to track and analyze customer interactions and agent performance. Its intuitive interface is easy to use, and its mobile app allows agents to stay connected with customers on the go.
4. Zoho CRM
Zoho CRM is a cloud-based call center CRM software that offers a range of features such as email, phone, and social media integration, ticket management, and automations. Its AI-powered chatbot, Zobot, can handle routine customer queries and free up agent time to focus on more complex interactions. Zoho CRM also offers a mobile app that enables agents to manage customer interactions on-the-go. Its comprehensive reporting capabilities enable businesses to monitor call center performance and identify areas for improvement.
5. HubSpot CRM
HubSpot CRM is a free call center CRM software that offers a range of features such as email, phone, and social media integration, ticket management, and automations. Its intuitive interface makes it easy to use, and its comprehensive reporting suite enables businesses to track and analyze call center performance metrics. HubSpot CRM also offers a mobile app that enables agents to manage customer interactions on-the-go. Businesses can also upgrade to HubSpot’s paid plans for additional features such as predictive lead scoring and marketing automation.
6. Pipedrive CRM
Pipedrive CRM is a call center CRM software that offers a range of features such as email, phone, and social media integration, ticket management, and automations. Its Sales Pipeline Management feature enables businesses to manage customer interactions from lead generation to sales conversion. Pipedrive CRM also offers a mobile app that enables agents to manage customer interactions on-the-go. Its comprehensive reporting capabilities enable businesses to track call center performance metrics and identify areas for improvement.
7. Copper CRM
Copper CRM is a cloud-based call center CRM software that offers a range of features such as email, phone, and social media integration, ticket management, and automations. Its intuitive interface is easy to use, and its AI-powered features can handle routine customer queries. Copper CRM also offers a mobile app that enables agents to manage customer interactions on-the-go. Its comprehensive reporting capabilities enable businesses to track call center performance metrics and identify areas for improvement.
8. Agile CRM
Agile CRM is a cloud-based call center CRM software that offers a range of features such as email, phone, and social media integration, ticket management, and automations. Its AI-powered chatbot, AgileBot, can handle routine customer queries and free up agent time to focus on more complex interactions. Agile CRM also offers a mobile app that enables agents to manage customer interactions on-the-go. Its comprehensive reporting capabilities enable businesses to track call center performance and identify areas for improvement.
9. Bitrix24 CRM
Bitrix24 CRM is a free call center CRM software that offers a range of features such as email, phone, and social media integration, ticket management, and automations. Its comprehensive reporting capabilities enable businesses to track and analyze call center performance metrics. Bitrix24 CRM also offers a mobile app that enables agents to manage customer interactions on-the-go. Businesses can also upgrade to Bitrix24’s paid plans for additional features such as marketing automation and project management.
10. Odoo CRM
Odoo CRM is a cloud-based call center CRM software that offers a range of features such as email, phone, and social media integration, ticket management, and automations. Its AI-powered chatbot, OdooBot, can handle routine customer queries and free up agent time to focus on more complex interactions. Odoo CRM also offers a mobile app that enables agents to manage customer interactions on-the-go. Its comprehensive reporting capabilities enable businesses to track and analyze call center performance metrics.
Conclusion
Choosing the right call center CRM software can help businesses manage customer interactions effectively and efficiently. The above-mentioned software solutions are some of the best call center CRM software for 2021. Each of these solutions offers a unique set of features that cater to different business needs. Ultimately, businesses should evaluate their requirements and choose a call center CRM software that aligns with their needs and budget.