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Home - VoIP Service - Top 7 Best Call Management Systems For Business in 2024
Reviewed by : Prasanta Raut
Having difficulties in managing business calls and routing them to the appropriate agent? Then use call management solutions to solve all these problems and enhance business communication now.
With call management features like call queuing, IVR, and ACD, businesses can deliver exceptional customer service without worrying about call volume. Furthermore, adding a call management system will help you never lose a customer, reduce wait times, and connect customers with the right agent to resolve issues more quickly.
Read this blog till the end if you want to enhance business communication and manage business calls easily. Here, we’ll discuss what a call management system is, how it operates, its features, and the top 7 best call management systems for business to choose from. So, let’s dive in!
Table of Content
A Call Management System (CMS) is a solution used by businesses to manage incoming calls, route calls promptly, and optimize call handling. Since managing business calls can be difficult to handle, the call management system helps businesses handle inbound/outbound calls, enhances overall business communication, and improves overall customer calling experiences.
This software-based calling solution helps businesses manage large volumes of calls. Moreover, the tools and features call management system provides, like call queuing, routing, analytics, and IVR, assist businesses in delivering excellent customer service, track and analyze customer calling data, and help identify improvement opportunities.
Furthermore, call management systems improve call center performance, help customers reach the right agent, troubleshoot issues on time, reduce wait times, and can be integrated into a consolidated omnichannel desktop platform.
Generally, the call management system operates on various criteria. First of all, when the customers perform a call, this software-based solution system intelligently routes calls across telephone systems by using calling features and predefined criteria of the customer. Then features like call queues, search groups, and Interactive Voice Response (IVR) helps customer reach the appropriate agent and department, reducing wait times and minimizing call abandonment rates.
Since the call management system routes calls to a different department, here are some call-routing techniques :
In Time-based routing, the calls are routed to the agent based on the time. It is also known as schedule-based routing. Each inbound call is routed to a different location, depending on the time. Calls received after hours are routed to voicemail or foreign call centers, for instance. During regular business hours, the calls are routed to the leading customer service team, but when the shift ends, the calls are routed to the support team of the night shift, ensuring 24/7 availability. This routing provides better customer service and helps manage resources and call volumes.
Round-robin routing is a call routing technique in which the incoming calls are evenly distributed among the available agents. Basically, this call routing is used to handle large call volumes with multiple agents. In this system, incoming calls are routed chronologically to the next available agent based on the agent’s skill level and availability. Therefore, some agents won’t have huge lines, and everyone will manage the same number of calls with this routing technique.
By using the customer’s information provided through the IVR system, this routing technique helps the customer connect with agents who have related skill sets, qualifications, and training to help them resolve their issues For example, if the customer from France is calling for some inquiries, this routing routes call to the agent who has the skill of speaking the French language for a better customer experience
Hence, the Call management system operates over the call routing method. It routes the call to different departments based on the predefined criteria as mentioned by the customer and helps them connect to the right agent. Moreover, not only call routing consist of features like ACD, IVR, call Queuing, monitoring, and analytics, which helps to manage the calls more systematically, provide first-call solution to the customers, and make better business decisions.
Some call management system features help to enhance the call center operation of the business and provide a top-notch calling experience, and they are:
An Automatic Call Distribution (ACD) is a crucial feature of a call management system as it allows the call center to handle a large volume of inbound calls. ACD smartly routes the calls to specific departments according to customer needs.
This feature aids in handling large volumes of calls, reduces wait time, provides timely support, and ensures the best calling experience for the customers. By routing customer queries and issues to the appropriate customer service agent based on the customer’s needs, availability, or skills, you never miss a call and maintain a positive image.
Interactive Voice Response (IVR) is the highlight feature of the call management system. IVR is a virtual Phone operator that uses computer technology to interact with humans. When a customer performs calls, a prerecorded message plays, guiding you with services press 1 for customer support and press 2 for technical support. This makes calling easy as it helps customers reach out for the service they want by pressing numbers and contacting the specific department without any hassle.
Moreover, this IVR system helps businesses manage tickets, check balances, select options, or engage in self-service without requiring the assistance of an agent. IVR also allows add-on features like customizable pre-greeting and menu options.
Call analytics and reporting are very important factors in business today. With call analytics, businesses can track and analyze the call volume data, call duration, caller ID and various other key performances. This data can be very useful for business as it assists in making data-driven decisions, optimizing call center performance, targeting potential customers, and pinpointing areas for customer service improvement.
Furthermore, call analytics and reporting helps business to keep call records with a real-time dashboard display, Monitor agent performance metrics, and improve customer satisfaction.
Call queue features of the call management system help in proper queue management of calls. These features hold incoming calls until an agent becomes available to manage and prioritize incoming calls during peak hours, which results in efficient call handling and call routing.
Call recording is also a handy feature for call management as it allows businesses to record calls for future reference and evidence. It also allows you to monitor calls in real-time and provide training and support to the agents.
Integration with CRM and other business tools is a must for every business today., so it is one of the most important features of the call management system. Integrating with Customer Relationship Management(CRM) allows agents to have access to the history and information of the customer during calls to deliver more personalized customer service and satisfy customers.
Moreover, integration with CRM and other business tools allows for the seamless exchange of information between the call management system and customer data.
Dialaxy is one of the best call management systems for businesses, consisting of the ability to seamlessly integrate over 50 business apps, which helps in significant improvement of customer service and helps handle calls better. It offers features like Interactive Voice Response (IVR), Agent Groups, robust security measures, and WiFi calling, which helps to manage calls more promptly and deliver a better calling experience for customers.
In addition to innovative features, it offers value-for-money subscription plans with unlimited calls, and it offers its application and software on multiple platforms like Andriod App, IOS, Windows Desktop App, Linux Desktop App, and Mac Desktop App so you can relish its calling features from anywhere and any device. Hence, Dialaxy provides the best and most reliable call management systems for businesses today, with 24/7 customer support and excellent calling managing features.
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With a wide coverage in over 100+ countries, KrispCall provides one of the best call management systems for businesses with features like a unified callbox, ACD, number sharing, call forwarding & recording, call analytics, and many more useful features that aid businesses in handling, managing and routing inbound and outbound calls better and deliver excellent calling experience.
KrispCall is a better choice for better call handling and for helping customers resolve their issues with first-call solutions since it intelligently routes the call according to the menus on the IVR and directs the call to the appropriate person.
Google Voice also offers the best call management features and has helped many businesses today to grow and excel in their customer service. With premium features like call forwarding, routing, screening, recording, Customizable greetings, call history and analysis, DND, and many others, it helps to connect better with customers and provide an excellent call experience.
Not only does Google Voice satisfy customers, it also provides first-call resolution, and intelligently routes calls to the appropriate agents.
With a 99.99% uptime guarantee, Nextiva is one of the best call management systems for businesses. The call management features Nextiva provides help the contact center perform at its full potential, direct customers to the right agent based on their needs, and strike the perfect balance for inbound and outbound calls, which helps businesses manage and handle call operations better.
Nextiva helps businesses to enhance their contact center, and route calls better with Intelligent Virtual Agent (IVA). Plus, its robust outbound dialer and speech-enabled IVR help connect better with the customer and deliver personalized customer service.
RingCentral’s Customer Experience (CX) solution makes it the best call management system. With advanced capabilities, Advanced attribute-based routing, and integration with 30+ integration channels, it helps to manage and handle call operations better. RingCentral uses artificial intelligence and automation, which enhance self-service, smart routing, AI agent assistance, and insight & analytics, which helps customers reach the right agent and get better assistance and first-call solutions.
Using RingCentral AI-powered omnichannel virtual agents, customers receive immediate, personalized, and exceptional support 24/7, connecting to the best agents. It helps businesses to provide first-call solutions, never miss a call, and manage call operations better, delivering excellent customer service.
Vonage is one of the best call management system providers for businesses, providing over 40 features, an award-winning mobile app, and top-notch call management features for contact centers. With top-notch features like call analytics, call routing, and communication APIs, as well as a versatile unified communication platform, it provides call center software solutions to growing businesses.
Vonage allows businesses to manage, handle, and improve the calling experience for customers.
Trusted by over 3 million business users worldwide, 8*8 is a top cloud-based call center solution company. 8*8 comes with a wide range of capabilities that help businesses manage their call centers. It is one of the best call management software .8*8 provides 24/7 support with 99% uptime SLA and intelligently routing calls based on the most qualified agent for quicker problem solving and first call resolution. 8×8’s intelligent routing system supports businesses in improving and handling calls better. Plus, this call management software is perfect for small businesses and meets its requirements.
To conclude, businesses in 2024 must use the best call management system to gain a competitive advantage over competitors and improve communication with customers. Moreover, these call management features will aid businesses in proper handling and routing of inbound and outbound calls. Customers do not have to wait in queues or leave the call unanswered, which can help boost the production of the business and reduce the call abandonment rate.
So here we present the best call management service providers in 2024 to enhance your business communication, so choose whichever suits your business needs and promptly handle and manage large volumes of calls with ease and take your business communication to the next level.
CRM call centers use Customer Relationship Management (CRM) software to enhance their customer service operations. The use of CRM software enables organizations to manage and analyze customer interactions throughout the customer lifecycle.
The call center trends for 2024 are:
Here is some unusual behavior that you may notice if your calls and messages are being monitored:
Prasanta is the founder and visionary CEO of Dialaxy. He is on a mission to redefine the landscape of SaaS solutions, infusing creativity and ingenuity into every aspect of Dialaxy’s offerings. His fervent dedication to simplifying sales and support processes drives Dialaxy’s forward momentum, delivering unparalleled value to businesses of all sizes. Embark on a transformative journey with Prasanta and Dialaxy as they pave the way for a new era of sales and support excellence.
Prasanta Raut