Call Center Software Cost

Compare Call Center Software Prices - BUYERS GUIDE 2017

Call Center Software Buyers Guide - What's The Cost?

Buyers Guide For BusinessWhen you’re purchasing call center software for your organization, you should expect to pay between $85 and $200 per caller for a hosted solution. If you’re planning on running all your software in-house, the cost may be increased. Depending on your requirements, a complete station including software and hardware for a user can be priced in a range of $2,900 - $4,000, but if you have existing hardware that will work with a software upgrade, you may be able to purchase a solution for $1000 or less.

Hosted solutions for call center software have made it much more cost-effective for smaller operations to get established with an in-house call center. The cost of even a small call center being established from the ground up can easily reach six figures, but when you work with a provider offering hosted solutions, there are many ways to structure your contract to operate the call center on a much smaller budget.

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Buying Tips for Call Center Software

Ultimately, the best reason to have a call center that you manage yourself is to provide better customer service to the people who call your company. Implementing the right system can give your agents the tools to do exactly that, and it is an important framework to keep in mind when you’re evaluating the different software options that are on the market. You need to consistently ask yourself what about a given program will allow your agents to improve the satisfaction of your customers. Software that can do that at a cost that works within your budget, is definitely the right option for you.

Time Reduction: People often think about the ways that call center software will cost them money, but it also pays to look at the ways that it can save your business money in the grand scheme of operations. The way this happens is by reducing the amount of time it takes for one of your agents to process a customer’s call. From the moment they pick up the phone to the moment they hang up, there are countless steps that an agent takes which can be optimized through the use of the right software. For instance, having access to all of a client’s past call history before they even pick up the phone can enable them to provide much prompter service to a caller. This allows each of your callers to handle many more calls in a shift than they could without the software, something that translates into real savings and increased customer satisfaction.

Reporting: The reporting functions of call center software is a vital component of a complete software suite. Good software will have a wide range of standard reports, as well as the ability to generate custom reports based on your particular requirements. Reporting allows you to see when the most calls are coming in, how long your staff takes to resolve calls, who is managing to sell the most effectively and more. With this data at your fingertips, you can quickly get the information you need in order to most effectively staff and operate your call center.

call-center-softwareLocal Vs. Hosted: As we discussed when looking at the cost of call center software, the largest disparity in cost comes when you compare local to hosted software solutions. However, there are other reasons to consider one compared to the other. The complexity of running a local solution means that it is really only suitable for companies with an existing IT department and hardware. The upside is that it provides greater security and the ability to control every aspect of operations including support if there should ever be a problem with the software.

With a hosted solution, one of the greatest upsides is obviously the greatly reduced costs, but there are other reasons it might be preferable as well. Because hosted solutions are cloud based, the amount of time it takes to get set up and running is minimal. Typically, a new software platform could be implemented in less than a day. Also, as the software gets upgraded, newer versions are often made available as part of the ongoing subscription, rather than having to purchase and manage an upgrade like you might have to in a local solution. Finally, the backup security of a hosted system can’t be overstated. Because these systems are cloud based your data is usually extremely well protected, and should survive almost any kind of failure or disaster.

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Additional Features You May Want: There are some additional features that may offer value to your organization when selecting your call center software. Automatic call distribution is one of the most basic features that you will want your program to have. This is the feature that matches the number that the caller is dialing you from to the existing records in your database. This is a timesaving feature in and of itself, but advanced ACD may offer even more functionality. For instance, it may be able to balance out calls between various portions of your staff based on how long calls are taking or how long the wait time is for a certain group of agents.

There are also other ways that the software connects with the computers that your agent uses which are important. Computer telephony integration is responsible for the information that is displayed to your agent when someone calls in to your company. This should be customized to fit the needs of your particular organization, with the data and format it is displayed in being chosen to meet the most common requests your agents face on the phones.

Some call center software also includes IVR software, which is the type of program that uses a series of recorded messages to guide a customer to the appropriate department. IVR can sometimes be a time saver, but if it doesn’t integrate perfectly with your agents’ software it may frustrate callers if they have to give information to the IVR system and then again when someone picks up the phone.

Management tools are also very important when you’re choosing between call center software packages. These include the ability to monitor and record calls and integrate the results into training sessions with your agents. This can be the most effective way to help improve caller effectiveness, and it only makes sense to have features designed for this function incorporated right into the software.

Off-Site Workers: With VOIP calling and high speed internet, workers in call centers are no longer chained to their desks. Some corporations are now staffing call centers using exclusively home based agents. This is an option worth considering, as it reduces the amount of infrastructure that you need in order to operate a call center. However, if this is something that you’re interested in, you need a software package that has features that enable it to be used by off-site employees. This is essentially a must-have if you’re working with off-site agents however, as it is the only way that you can have reliable and concrete data regarding how effective they are performing in their roles.

Customization and Simplicity: These are two terms that are sometimes in opposition to each other when it comes to software, but ultimately, you need your call center software to be both. It should be customizable so that you can set it up to work with your client database and to meet the needs faced by your business. However, the ability to customize software can sometimes introduce endless options and adjustments that increase the complexity of the program needlessly. Simplicity is equally important, as it should be easy for you to manage the software, and to train employees in its use.

Support: Finally, you always need to check on the support options offered by companies offering both local and hosted software solutions. Do they guarantee help if a problem arises? Do they have 24/7 support? A guaranteed up-time commitment? All of these questions are important when trying to decide between different software providers.

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Popular Call Center Software Providers


Five9Five9:
Definitely regarded as a leader in the industry, Five9 integrates the latest call center technology with top tier CRM software to empower your agents by speeding up their call flows while logging as much relevant information as possible. The service is quick to set up and designed to be intuitive so that people without a lot of technical experience should be able to use it easily. Five9 offers flexible contract options; annual contracts are available for any company looking to have a predictable monthly fee. Annual contracts also provide reduced fees when compared to month-to-month contracts. All the standard functionality is included along with the monthly licenses and telecommunications fees.

Interactive IntelligenceInteractive Intelligence: This company has incorporated call center best-practices right into the flow of its software to try and provide both inbound and outbound call centers with the tools they need to be effective from the first day they start using the program. They pride themselves on offering some of the broadest functionality on the market, and have clients like Sony and Coca-Cola on their resume, certainly adding some credibility to their claim.

FreshdeskFreshdesk: Freshdesk Is a call center software program that also incorporates other tools to form a complete helpdesk solution. It uses IVR and other typical call center tools but employs software that utilizes the most helpful elements of helpdesk services to provide the best possible service to clients. It also provides unlimited call recording, which is a feature that can be useful in many different scenarios. Pricing$0 Sprout (up to 3 agents, $15/agent thereafter, Blossom package is $16 per agent per month, Garden package $25 per month per agent includes live chat, multiple locations, and social support channels.

Other Respected Providers Include: inContact, zendesk, 8x8, Salesforce, 3C Logic, ChaseData, zipwire, Ytel, talkdesk, VanillaSoft, Humach Interaction Engine, PanTerra, Creedenz, OptifiNow, Aspect Zipwire, Oracle

Call center software prices for in-house (recent quotes)

A quote for a large call center of 50 employees or more quoted $1,200 per agent. A much larger company acquired a lower per-agent rate of $942. If you need the phone hardware you will need spend another $275 -  $400 per agent.

If you’re starting a large call center, you may need to invest $85,000-$425,000 on call center software, hardware, and equipment. Plan to invest an additional $20,000 for ongoing tech support and required software upgrades and maintenance.

 

Call center software prices for in-house (recent quotes)

A quote for a large call center of 50 employees or more quoted $1,200 per agent. A much larger company acquired a lower per-agent rate of $942. If you need the phone hardware you will need spend another $275 -  $400 per agent.

If you’re starting a large call center, you may need to invest $85,000-$425,000 on call center software, hardware, and equipment. Plan to invest an additional $20,000 for ongoing tech support and required software upgrades and maintenance.

Call center software prices for hosted solutions

With hosted call center software, businesses pay monthly rates between $48-$285. The fee per agent decreases as you add larger numbers of operators.

The call center software services most medium-size companies are usually priced between $59-$119 per agent, per month which included a robust solution that manages inbound and outbound phone calls, provides skills-based routing along with a predictive dialer, and streamlines product tracking and mass email communications.

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