How to choose a good call center software for your business

You may think that the only duty of a call center is to answer calls. Nothing could be further from the truth! With the right software, call centers are able to do much more than that. Here’s how to choose one for yourself.

Despite the progressing digitization, the telephone is still one of the most frequently chosen communication channels. Its role and available features, though, has also changed over the years.

If you run a call center yourself, you’re probably aware that choosing a reliable phone system provider is crucial for your business. In fact, with the right tools, you can completely transform your call center into a powerful contact hub. It gives you the opportunity to improve your business and achieve better results in the long run — provided that you choose wisely, that is.

How to choose the best call center software for your business?

1. Take a closer look at the available features and test them out.

Also, don’t forget that mobile phones are everyone’s command centre these days. If your provider offers mobile app support, go for it with no doubt. Actually, there are dedicated call center tools that make it possible to answer your calls anywhere, from any device — including your own mobile. It basically means that your customers can get in touch with you even when they need urgent support.

Speaking of — did you know that CloudTalk offers more than 50 features? Here’s a sneak peek of what we have in store:

  • Personalised greetings and voicemails, which you can listen to anytime and anywhere,
  • Call recording — once you’ve end your call, you can listen and analyse it,
  • International numbers — you can receive calls from around the world without any charges for you or your caller,
  • Number porting — you can make good use of already existing phone numbers — just port them to CloudTalk,
  • Call statistics — you can keep complex statistics on calls, agents and call queues all in one place, and make smart decisions based on relevant data.

Basically, no matter what features you wish to take advantage of — make sure you can test them all out during a free trial. They should be easy to set up and use — if they are not, it might mean that you’ve ended up with a call center tool that will do you more harm than good. Make sure it doesn’t happen!

2. Consider tool integration.

Not to brag about it, but CloudTalk has more than 25 integrations available — including popular tools such as HubSpot, Salesforce, Pipedrive, Intercom, LiveAgent, Zapier and Zendesk.

3. Check how secure the software is.

4. Reflect on pricing models and contract terms.

CloudTalk, for example, is less expensive compared to other providers, as the pricing starts from 10 EUR per month. It’s also worth keeping in mind that even if one of the CloudTalk’s partners increases prices, it won’t affect what you’re paying — which, yet again, gives you some peace of mind.

5. Make sure that the software is scalable.

Our team definitely understands that. In the beginning, you don’t have to choose a big package to use all the features. Flexible pricing and ‘pay as you go’ model gives you an opportunity to upscale and downscale any time you want or need to.

Choose the best call center software for your business

To make your choice even more straightforward: CloudTalk is a perfect example of a solution that meets all above-mentioned requirements. It does not only lets you make & receive all your calls but also gives you some insights on how well your call center is performing. You can also integrate it with many tools that you’re for sure already using — including CRM software, helpdesk tool or live chat. Not to mention that price terms are favourable…. Actually, have we mentioned that there’s a free trial available? Feel free to take advantage of it!

Originally published at on November 20, 2019.

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