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Article : Expert Tips to get the Most out of Your Call Center Software in 2023

#contactcenterworld, @PhoneIQ_US

Author: Elena Arretche, Product Marketer, PhoneIQ

How many times have you heard your call center team complain about the software they use? The right system is meant to make their lives easier, delight prospects, and scale efficiency. However, too many systems get the reputation of bogging employees down, creating confusion, and frustrating prospects.

As you choose your call center software, your selection shouldn’t be based on features available. Rather, it should be focused on features you will actually leverage and the simplicity of the user experience. To that end, there are five key tips for getting the most out of your call center software.

1. Review Call Recordings

Practice makes perfect. One simple tip to maximize your call center software is to listen to call recordings with prospects and customers. When you play call recordings – what stands out? Are you using the same call script over and over? Are you not letting the prospect have enough time to respond to your questions? Are you dominating the call? Are you talking too fast and pressured?

While call recording is great and a very effective tool for training and dispute resolution, not many have time to listen to hours of recordings. That leaves you with the need to transcribe and search your calls for keywords. Leverage call center software that simplifies the call review process and doesn’t just require hour after hour spent listening to frustrating calls.

2. Know Your Software

Knowing how to use your software is more important than understanding features offered. As with most things, the utility of your software is directly related to how you use it, not just what you use. Feature-loading looks great on paper. However, it also creates frustration. Focus on diving into the software yourself, experiencing what your reps will go through, and perfecting the customer experience.

The best way to think about your software, reporting, etc. is to come up with the business questions you need to answer first. For example, do you really need to know talk time of each rep, or is it more important to have less calls with a higher success rating? It’s up to you to plan out what is most imperative for your operation, but this leads to how you will use and analyze your call center software.

3. Ditch the Scripts

When we’re talking about outbound sales call centers, scripts are outdated and often end up forcing sales reps inside a box of restraints. I am the first to bash the use of call scripts. They sound awkward, forced, and not personalized to each prospect and customer. With that said, sales reps still need a general idea of how their calls should go, what their goals are, what are the right questions to ask, etc.

It is important that sales reps have product knowledge and understand the systems they are selling. Ditching scripts is not the same as being unprepared or unintelligent. The intent is to go into your calls knowing your product or service, add personalization, and develop a relationship with each prospect. Prospects prefer a personable sales rep who stutters, asks genuine questions, and seems down to earth compared to a script-reading robot. Go into an outbound call with the right intent and a list of questions that might arise from the prospect.

On the customer support side of call centers, scripts can be helpful, but it depends on how they’re structured. If you’re a consumer-facing behemoth of a company, you will be able to get away with more rigid, structured calls. However, most companies don’t have this luxury. They still need to delight customers and focus on their experience. As such, created scripted answers to tough questions and provide an outline for the call, but also give your team some liberty to make a human connection with a frustrated customer.

Whether on the sales or customer service end of a call center, your software should act as a call playbook. Your technology should provide the quick responses needed on a support call while giving a less-restrictive outline for sales calls.

4. Cross-Check Your Team

How is your team presenting themselves to your prospects and customers? Just because you are sitting behind a desk and not in front of your prospect – doesn’t let you off the hook for how you portray yourself over the phone. Here are a few areas of engagement I recommend evaluating:

Speaking Pace

Sales reps should be using a rate of speech that the average person can relate to. If your team speaks too fast, they might lose the customer. If they speak too slowly, the prospect will lose interest. The rate of speech directly affects how clearly reps communicate, how someone comprehends what you are saying, and your customer's overall experience with you. Teach your reps to speak around 150 words per minute to ensure effective communication. A good call center tool will provide speaking pace metrics and enable you to coach reps more efficiently.

Tone of Voice

Every mother has likely used the phrase "it’s how you say it, not what you say". This is true in a call center environment where the only reference point of the framing of the conversation is based on tone of voice alone. How your team sounds directly affects your customer and prospect. If reps sound sluggish and/or unfriendly because of personal issues, your customer will most likely reciprocate this. People are mirrors shining back at each other. You get what you give to others. With the rise of tools like Gong and Chorus, call center companies are now following suite and bringing tone-of-voice metrics like sentiment into play.

Attitude and Approach

This goes hand in hand with tone-of-voice, but is broader than simply how reps say what needs to be said. Is your team being patient with a prospect who is on the fence about your service or product? Is your support rep coming off too harsh and abrasive? Demeanors can be picked up over the phone, email, text, etc. It is crucial your team checks in with themselves daily. Make sure you are putting your best foot forward with your prospects.

While very corny, one of the tricks I used very early on in my career is putting a mirror in front of myself while making calls. This forces you to smile and emit a more helpful tone of voice. There are few better ways to cross-check your team than having them look at themselves while they talk and represent your company. That said, whether or not you are on a phone call or video calling with your prospects, you should try smiling more. Research shows that the simple act of faking or forcing a smile makes us feel better, meaning we will do better on our sales calls.

5. Automate your Workflow

A blog on tips to maximize your call center software isn’t complete without focusing on automation. There are many tasks that sales reps can automate with the help of call center software. Ideas range from auto-logging calls and using a power dialer to generating customer context as the next call is taken and reporting on results.

While the statement was made earlier that you need simplicity in the experience of your software, that doesn’t mean that you don’t put in the work upfront to create complex automations. The more you leave to your reps to do, the more likely your call center engine is to break down. Spoon feed your teams with automation to keep reporting on track, efficiency high, and morale increasing.


In conclusion, the effective use of call center software is crucial for improving efficiency and delighting customers. It is important to not only consider the features offered by the software but also to focus on how those features will be leveraged and the simplicity of the user experience. By following these five key tips, call centers can ensure that their software is being used to its full potential and providing the best possible experience for both employees and customers.

#contactcenterworld, @PhoneIQ_US

About PhoneIQ:
Company LogoAll-in-one cloud phone system and call center software for companies that run on Salesforce. Instant setup. Mobile ready. Globally available.
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Today's Tip of the Day - 0 - 100% Rollout Can Hurt

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Published: Friday, January 13, 2023

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2023 Buyers Guide Cloud Contact Center Solutions

Page: 1234
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

Premium Listing
iNextrix Technologies

iCallify: intelligent call center software is one of the most popular products offered by iNextrix. iCallify is developed using cutting edge technologies as well as the predictive sphere of artificial intelligence. This call center software has some intelligent features along with the standard features available in other call center solutions. Thus, it is truly an intelligent call center software solution.
This intelligent call center software is built to benefit all businesses, no matter what industry vertical they belong to. This call center software has features to empower different campaigns in different call centers and businesses.

Accordia Solution

Accordia Solution CIS
Accordia Solution is an innovative developer of seamlessly integrated cost-effective omnichannel Contact Center Solutions specifically targeted at the micro, small and medium operations.Our core business model involves the development and marketing of IP Telephony and IP Contact Center Solutions. We also strive to develop customer interaction solutions which include contact center and customer relationship management (CRM) that enhances Customer Experience Of The Future (CEOTF) and optimizes agent productivity.

Our flagship product, the Accordia Customer Interaction Suites (CIS), offers comprehensive functionality by helping your business meet and exceed the level of service in line with...
(read more)


Aculab Cloud CPaaS
ACULAB Technologies is communication enabling company assisting our customers in all verticals with business and mission critical solutions to communicate securely and efficiently internally and for their customers and partners. We have a robust CPaaS (Communication Provider as a Service) supporting all methods of communications; sms, voice, data, etc. promoting fraud mitigation, improvement of identity and customer experience. We have a best of breed Voice & Face Recognition Biometrics Identity Solution and AMD- Answering Machine Detection. Key sectors are Contact Centre, IVR, Voice Broadcast, Conferencing, Healthcare, Finance, Insurance, Emergency Services and Defense/Government.

Adversus Dialer

Adverus Dialer
Adversus is a web-based dialer and practical CRM solution for telemarketing, fundraising, and appointment scheduling businesses.

Alcor Consulting, Inc.

Omnichannel contact center platform which can be deployed on-premise, private cloud or public cloud subscription. Our contact center provides all of the modern features expected in a full contact center solution. Includes voice, SMS, chat, email, and social media integration. Built-in integrations for all major CRM's (Plus a built-in CRM). Survey module and QA module are also available.


Contact Center
Contact Center is a powerful tool that you can add to your unified communications (UC) solution to ensure you've always got the right resources available to both customers and employees, no matter the communication channel they're using — voice, email, web, chat or social.

Contact Center’s enhanced call routing and workforce management tools can help increase employee productivity. And with the advanced reporting and forecasting tools, you’ll be able to properly staff your contact center and enhance your customer experience.

It has everything you need to deliver superior customer and employee experience.


Alvaria Cloud
Alvaria Cloud is the only enterprise cloud contact center solution that allows you to adopt best-of-breed Customer Experience (CX) and Workforce Engagement Management (WEM) applications modularly. Start with one or more applications and then add applications with ease when ready for additional capabilities, as your needs change. With the Alvaria Cloud Platform, you have the advantage of knowing that all provisioning, security, user management and other administrative tasks are already configured and in place.


Noble Contact Center
Noble offers a modern communications platform for optimizing all customer interaction. Put Noble’s unified platform to work for you — building performance and productivity, improving the quality and effectiveness of customer contacts, and reducing costs. With the critical software technologies that contact centres need most, our solutions provide seamless integration to existing corporate environments, reduce your learning curve and protect your technology investments.


Genesis Intelligent Series
Genesis is the latest advancement in Amtelco’s long line of call center solutions. This call center technology is entirely software-based and virtualized, with cloud-based capability. Genesis provides skills-based automatic call distribution (ACD), built-in speech recognition, text-to-speech (TTS), and voice services to improve call routing and management.

Arise Virtual Solutions

The Arise Platform
Arise is a pioneer of on-demand customer management business process outsourcing solutions, headquartered in Florida. Through the cloud-based Arise Platform, Fortune 50 and other companies connect to Service Partners who deliver authentic, loyalty-building interactions with their customers. Delivering radical flexibility to meet even extreme contact volume fluctuations, the award-winning Arise Platform is an innovative alternative to the traditional contact center.

Astute Solutions

Astute Agent
Astute Agent gives your agents everything they need to work cases confidently and efficiently. This modern case management CRM is the preferred choice for Consumer Relations and Customer Care teams who support some of the world’s most prestigious brands.

Astute Agent balances agent efficiency with customer experience. Here’s how:

- Automated email responses
Using natural language processing, Astute Agent reads incoming customer emails and automatically supplies a response to agents to review and send.

- Auto-populated case fields
AI capabilities automatically suggest reason codes, product codes, and other case information, saving agents minutes per case.

- Time-saving case feat...
(read more)

Britannic Technologies

INBOX allows any digital interaction to be blended into single or multiple queues with zero service interruption with implementation. Organising them by business context with smart tagging and search filters, the events can be automatically prioritised and categorised. Automating the route to the correct agent or business orchestration rule. It also connects with all your social media channels, enabling you to respond and route accordingly in real-time. Customer sentiment is also indicated. Use it to measure trends across your business or by a single event so that your agents can easily prioritise responses.

Brook Trout Solutions

CCaaS, SIP Trunking, SD WAN, Interconnectivity
Brook Trout Solutions provides Technology Guide services to help Contact Centers find the best possible solution for their business.
We represent the leaders for CCaaS, CPaaS, SD-WAN, SASE, SIP. We identify the best fit for our customers and help them manage the lifecycle of the customer engagement. We also have an excellent solution for mobile marketing and can raise call acceptance by more than 50% with a Next Generation caller ID for mobile phones.
We solve problems and give our customers time back to run their business. Give us a call we have world class expertise and resources that can help you build an exceptional customer experience.

Call Tracking Metrics

CallTrackingMetrics is the only contact center solution with marketing attribution software built in. Our powerful UCaaS platform lets you know upfront who is calling in, what campaigns they were referencing, and their previous history with your company. Partnering this data with tools to automate and streamline your team’s workflow frees you up to focus on truly delighting your customers.

Conditionally direct calls, texts, chats and forms based on:

• Actions the customer has taken on your website
• Whether they’ve previously contacted your business
• Which agent they last interacted with
• Custom criteria unique to your business needs
• The location nearest to your customer

(read more)


Welcome to CallShaper – Harnessing the Power of the Cloud for Greater Sales Efficiency
For sales-based call centers, where margins are so tight, it’s all about closing. Thanks to CallShaper, inbound or outbound call center directors can have a dynamic, highly flexible platform that enables sales agents to focus on making the sale.

Thanks to CallShaper’s flexibility, call center directors who are managing multiple vendors from multiple locations can have everything they need on one platform that offers 99.999% reliability. And when it comes to reporting, CallShaper has no equal in providing real-time transparency.

With CallShaper, clients quickly find that they are better able to manage efficiencies at the sales rep level – and make more money!

Cloud Call Center Search

From AI - WFO and everything in between!
Cloud Call Center Search has spent hundreds of hours evaluating and vetting leading cloud software applications (Omni-Channel, Artificial Intelligence, Business Intelligence, Workforce Management and many others) and their actual use in the trenches with real-world clients. As a result, we understand the strengths and weaknesses of cloud-based call center software solutions. At NO charge, Cloud Call Center Search will match your organization with the cloud software providers that are the best fit to drive positive ROI in your customer experience, sales, and back-office operations.

Cloud IT Services GmbH

Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

Connex One

Cloud contact centre technology with built in gamification tools, workforce optimiser, omni-channel, speech analytics, artificial intelligence, quality assurance, PCI-DSS payment platform, form builder and much more features. All seamlessly integrating with almost 100% of your inhouse applications & CRM systems - creating one powerful workflow platform. Increasing productivity, customer engagement, saving you cost. Available in opex model - pay per license per month. No binding contracts with NO cost for 24/7/365 support and full training with built in SLA.

Consilium Software

Consilium AWS and Amazon Connect Offering
Imagine a cloud-based contact center that can make customer engagement easy, deliver answers, assistance, and resolutions in a very personal manner, and in the context of your customers’ actions. Amazon Connect is a self-service, cloud-based contact center that provides a seamless omnichannel experience through a single unified platform for voice and chat. Contact center agents and managers don’t have to learn multiple tools, because Amazon Connect has the same contact routing, queuing, analytics, and management tools in a single UI across voice, chat, and mobile interface. Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform, offering over 175 fully...
(read more)
Page: 1234

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