It’s a given that call centers need to make a lot of calls. While human agents can be extremely efficient, they’ll never beat the machine for tasks that can be easily automated. Imagine you need to call 10 people. It won’t take your agents that long to pull up their information, dial the respective number and wait for an answer. But what if the number skips to 1,000 people? All that manual work starts to add up.
Automated calling software can slash the time it takes to call your customers or leads, and over the course of the day, this accumulates to save your agents a significant amount of time. And it’s not just all about outbound calls either. Automated calling services can improve the way you handle your inbound calls too by routing calls more efficiently and providing IVR services to help your customers help themselves.
It’s hard to imagine a modern outbound call center without an automated outbound calling service. But with so many options out there, how do you know which is the best automated calling service for your call center? We’ve taken the time to collate a list of the top solutions available.
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babelforce is a No-Code enterprise-level telephony platform that helps call centers optimize nearly every aspect of their processes. It’s like an entire cloud-based toolkit for your contact center. And one of the best things about it is that while it’s extremely flexible, it also provides an extensive suite of pre-built elements allowing you to create nearly any customer service process (without ever needing to speak to a developer).
Here are just a few examples of some of the neat things babelforce can do:
- Automate workflows
- Integrate third-party systems
- Enable smart routing
- Offer virtual queuing
- Provide self-service AI assistance
babelforce comes into its own with its automated calling services. It’s an integration superstar, so agents will always have customer data on hand. The solution also uses API integration to allow its automated calling services to communicate with your CRM.
This means your IVR always has the right context to provide a personalized service to your customers. And customers are crying out for personalized customer care, so this is guaranteed to have the biggest effect on your customer experience.
Best for: No-Code Integration and Customization
Price: Contact babelforce’s sales team for more information
RingCentral is another cloud-based platform that provides omnichannel communication options for call centers, alongside other features that improve automation. Customers can choose how they want to communicate — voice, SMS, email, chat, or social media.
RingCentral can offer your call center:
- A special package for small businesses
- Intelligent IVR and self-service options
- Tools for staff scheduling
- Salesforce integration
RingCentral’s automated calling services intelligently predict which agent is most likely to be available for the next call and routes them accordingly. Its preview feature means that agents are prepared with the right customer information before they receive a call.
Best for: Omnichannel support
Price: RingCentral does not advertise its prices for contact centers
Five9 helps contact centers reimagine the customer experience. Their fully customizable platform takes a “customer-first” approach that’s scalable for every business, big or small. Some of their best features include:
- Gamification features to encourage agent productivity
- Predictive and progressive dialing
- Web callback
- Virtual assistants
Five9 aims to create an “automated call center” but without sacrificing the customer experience. Their predictive dialing feature automatically adjusts according to agent availability and prioritizes incoming calls during sudden spikes in call volume.
Best for: Boosting agent productivity
Price: Approximately $185 per month per user, depending on usage requirements
NICE CXone boasts 15 years in the cloud, so they’ve had the time to develop a wide range of tools to help automate call centers and increase profitability. The platform is intuitive and user friendly, and there’s rarely a need for IT support when making changes or updates to the system. Their focus on workforce optimization means there are also several useful e-learning tools.
Some of their services include:
- Agent optimization solutions
- A powerful self-service IVR
- An advanced reporting and analytics feature
- A blended predictive dialler tool
NICE’s blended predictive dialler tool aims to increase connection rates and close deals more efficiently. They have also integrated a patented technology that eliminates that first initial delay between customers answering and agents responding.
Best for: Ease of use
Price: $90 per month per user
CallHub is a popular automated calling software for nonprofits and organizations running targeted fundraising campaigns. It boasts big-name clients like Amnesty International and Sierra Club. It’s even been used by election campaigners in the US to raise funds for presidential candidates.
Some of CallHubs features include:
- Fast onboarding of new agents
- Flexibility to make calls from your browser or a phone
- Callback scheduling
- Gamification for agents
CallHub’s power dialer feature allows you to adjust dialing speed according to your pickup rate. If the people on your client list are generally slow to pick up calls, you can increase your call ratio to 2:1 or 3:1 per click, improving your chances of making a connection.
Best for: Fundraisers and Non-Profits
Price: Pay-as-You-Go ($3 per 46 minutes) or starting at $199 per month
Designed for fast-paced sales teams, Velocify uses its Dial-IQ software to combine automated calling with lead-management software. It can blend inbound and outbound calling, match local area codes, and collate all the important metrics and data to create detailed productivity reports. A few benefits of using Velocify are:
- Integration with Salesforce
- Click-to-dial and power dialing
- Easy integration with any phone system, including softphone software
- Advanced reporting and analytics
One of its key features is the ability to notify agents of inbound calls that have high potential. It also boasts something called “whisper mode”, where managers can listen in and coach agents during a live call, with only the agent being able to hear them.
Best for: Sales teams
Price: Their prices are only available after consultation