Blogs > Lifestyle Blog > Top 10 Most Used Phone Systems in Call Centers

Top 10 Most Used Phone Systems in Call Centers

25th March 2020

We all know that call centers can be chaotic at times. That’s why it’s important to find the right communication software to help turn that chaos into a calm, customer-friendly environment. 

 

But that’s not all. 

 

Being ill-equipped in the call center could also be harming your bottom line, with miscommunication in the workplace costing companies with over 100 employees an average of $420,000 per year.

 

That’s why it always pays to carry out some research when looking for call center software (CCS) – whether you’re just starting up or at the top of your game. This article will cover the ten most commonly used phone systems in call centers across the US, helping you decide which software will provide the most value to your business.

1. Avaya


Supporting over 12 trillion communication experiences each year, Avaya is arguably the world’s most utilized unified messaging system (combining email, instant messenger, phone, and more). 

 

Avaya offers two customer support products: Avaya Aura and Avaya Aura Call Center Elite, which can be integrated with your CRM software. These products come with a variety of intuitive features, such as the contact routing system, a handy tool that quickly allocates customers to the call center agents that are best suited to their queries.

2. RingCentral


Specializing in VoIP (voice over internet protocol) services, RingCentral uses the Cloud to provide excellent communication services for call centers. As far as call center software goes, RingCentral is one of the most scalable options out there, with three ‘Contact Center’ price plans – Basic, Advanced, and Ultimate – making it suitable for growing startups and established enterprises alike.

 

RingCentral’s ‘Contact Center’ product is rich with helpful features, like historical and real-time reporting, multichannel communications, and IVR (interactive voice response). You can also integrate your RingCentral Contact Center system with over 100 apps, including Dropbox and Salesforce, to help streamline your workflow even more.

3. Elastix


As an open source software (meaning the product is open to the public), you won't need to stretch your budget with an Elastix phone system because, depending on your chosen plan, it can be free to use. It offers two versions: Elastix 2.5, which requires no payment, and Elastix 5, which includes one free plan.

 

Elastix 2.5 is the better choice of the two for startups, offering a call center module with predictive dialing, at no cost. On the other hand, Elastix 5 is better suited to larger businesses, offering a more comprehensive range of communication tools with four different price plans – Free, Standard, Pro, and Enterprise.

4. 8x8


Easily one of the best CCS for sales teams, 8x8’s ‘Call Center Software’ product simply needs an internet connection, a computer, and some headsets to function – helping your business to save a ton of cash on hardware installation fees. 

 

Plus, this unique CCS boasts some handy features including multi-channel compatibility – enabling your employees’ phone system to connect with your email and web chat software – and the ability to integrate with a number of CRM systems such as Zendesk and Salesforce to help manage your relationships with your customers.

5. Aspect 


This phone system’s greatest aspect is its omnichannel support, which provides integration with email, text message, and social media. With social media integration, your agents will be instantly notified whenever someone Tweets your support team, allowing your staff to seamlessly switch from the phone to your Twitter account. 

 

This omnichannel flexibility makes it easier for your agents to maintain your brand’s tone of voice, too, helping to build brand trust among your customers. While there’s an initial learning curve with its software, Aspect represents a good choice for social media-focussed businesses.

6. Mitel


Based in Ontario, Canada, Mitel is one of the largest phone systems companies in the world, offering an excellent customer support system named MiContact Center. 

 

This product comes with two options: Business and Enterprise, both offering some awesome features like real-time reporting, call queuing, and automatic call distribution (which helps your customers reach the right department quickly and easily). Naturally, the MiContact Center Business option is suitable for SMBs, while the Enterprise plan is best for large corporations. 

 

7. Nextiva


Next in line is Nextiva, a cloud-based VoIP communications company based in Arizona. Having been previously listed as one of the fastest-growing companies in Deloitte’s 2014 Technology Fast 500 Ranking, Nextiva is now well-established in the phone systems network.

 

Its customer care product, Nextiva Call Center, is one of the most comprehensive cloud solutions on the market, offering powerful tools that are simple to use. Not only does it come with automatic call distribution – helping to seamlessly connect your customers to the most appropriate agent – but also the ability to have multiple mobile agents, meaning your staff can log in from anywhere in the world.

8. Asterisk


Far from a risky choice, Asterisk is another open source software program and is therefore free to use. Founded in 1999, Asterisk was originally designed to work on Linux, but can now be used on various operating systems including NetBSD, FreeBSD, Open BSD, MacOS, and Solaris.

 

The flexibility of Asterisk hasn’t gone unnoticed, and it’s now installed on over a million servers across 170 different countries. On top of that, in 2016, Asterisk’s IP phone was awarded the Internet Telephony Product of the Year Award. Not bad!

9. Allworx


Looking for call center software for your small business? You should always look at Allworx. Based in New York, Allworx’s Automatic Call Distribution software would be the big apple of your call center’s eye, offering a wide range of call distribution, queue management, and supervisor features.

10. NEC


Originally founded in Tokyo in 1899, Nippon Electric Company now boasts headquarters in Germany, China, Singapore, the United States, and the UK, with nine tech research laboratories across the globe.

 

In terms of customer support products, NEC’s Contact Center option comes with comprehensive call activity reports to help you monitor your employees’ calls and manage your staff accordingly. It also comes with a Dynamic Wallboard (like a scoreboard) which can be used to motivate your team and encourage healthy competition.

 

Roundup


Picking the right phone system for your call center could prove invaluable to your operations. These systems can improve your working efficiency, while keeping your customers satisfied. Don’t know where to start? Well, you can put your search on hold by choosing any model from the list above.

 

Posted by Mark at 2:13pm

2020 (94)

2019 (72)

2018 (51)

Recent Posts

Top Staffing Tips When Starting A New Business

Posted by Mark

4th August 2020 1:27pm

What Business Owners Can Learn from Casino Models

Posted by Mark

4th August 2020 10:39am

6 Finance Tips for Saving for Your First Home

Posted by Mark

23rd July 2020 3:52pm

Essential Destinations to Explore in North Yorkshire

Posted by Mark

16th July 2020 3:27pm

The Top 5 Cornish Foods (that aren’t pasties)

Posted by Mark

14th July 2020 10:08am