Whether you’re choosing your first or your next call center software as a small business, it’s a decision that will impact how you work and how you serve your customers for years to come. 

When considering a call center phone system, there’s a lot to consider regarding inbound and outbound calls, applying specific call treatment, and configuring custom call queues.

In this blog post, we address the absolute must-haves when it comes to buying call center software, introduce new features, and highlight the right solution for you.

Spoiler Alert: The best five call center software for small businesses are:

1. Nextiva
2. Ringover
3. Sprinklr
4. Five9
5. LiveAgent

Must-Haves When Choosing a Call Center Software for Your Small Business

If you do nothing else when comparing call center software, make sure to look out for these three things:

1) Rapid onboarding with a user-friendly interface

When you lack the in-house resources to dedicate to user onboarding and constant training, the time taken to get call center agents up to speed is vital.

Will your call center software take weeks to learn, with day sessions needed to learn the interface? Or can you walk a new agent through the main functions and let them get on with it?

If your chosen vendor suggests a lengthy period for onboarding and adoption, consider this a red flag. The solution is most likely too complex for a small business and better suited for an enterprise with custom requirements.

When assessing call center software for a small business, look for an intuitive interface that’s easy to navigate, especially for non-technical users. These might be the people who offer the most value when it comes to customer service, so you don’t want your new software to become a block for them.

2) Built-in CRM integrations

Your call center software will rarely be the only tool your agents work with. Think about the other key business apps they’ll be using on a daily basis and ensure your chosen call center integrates with them.

This needs to happen out of the box to avoid setup delays and free up internal resources that are already dedicated elsewhere.

Ensuring CRM integration between your call center software and your most used apps ensures all customer data, like past interactions and purchase history, is readily available to agents. Failure to integrate can lead to lower customer satisfaction, siloed information, and duplicate effort.

3) Unlimited vendor support

As a small team, you don’t want to be out on your own when something goes wrong.

Choose a vendor known for exceptional customer service with readily available support options (phone, chat, and email). If you operate 24/7, for example, make sure you can reach your vendor at any time and through your preferred method of contact.

Look for plans that include unlimited support to ensure you get the help you need to customize the software or troubleshoot any issues when you need it.

Essential Features for Small Teams

The number of possible call center features available on the market today is overwhelming. Comparing feature by feature is no longer a productive exercise, as there are so many.

Instead, make sure your shortlist of call center vendors supports all the following high-quality features:

Automatic call distribution 

Automatic call distribution (ACD) is a technology used in contact centers to route incoming calls to available agents based on predetermined rules.

You can distribute phone calls based on caller ID, business hours, support level, and interactive voice response (IVR) selections. As a result, inbound calls reach the right agent, department, or even voicemail quickly and without the caller having to dial a different phone number.

Imagine a customer calling about a specific appliance at a big-box store. ACD can identify keywords and route the call to an agent familiar with that product line, ensuring expert assistance on the first try.

Interactive voice response

IVR offers self-service options for basic inquiries, reducing agent workload and wait times.

An IVR helps callers navigate to their desired destination through preset menu options.

By choosing the right option, callers get matched with the respective department, individual, or queue.

Inside an IVR, you can configure special rules for who picks up each call based on skills, call volume, or period.

Call recording & call monitoring

Basic call recording ensures all your calls get recorded and retained for compliance reasons. If you need to recall a customer interaction in the future, you have them securely stored.

More advanced call recording enables you to level your training and quality assurance processes. Not only can you listen back to any call of your choosing, but you can also set up routine (and automated) workflows where you take customer calls and review them for key criteria.

With easy access to call recordings, you can build a formal quality assurance process without constant legwork and effort.

Dashboards & reporting

They say what gets measured gets managed, and this couldn’t be more accurate when it comes to call center operations.

With access to the right call center metrics, you can track volumes, wait times, and resolution rates to identify areas for improvement.

What’s even more helpful is having these displayed on dashboards for easy viewing. You may have a wallboard to track agent performance, and you could even introduce contact center gamification.

You can also have a supervisor-specific dashboard for certain teams to get a holistic view of what’s happening at any given moment (or in the past) so you can make business decisions backed by real customer data.

Top 5 Call Center Providers for Small Businesses

Now, we’re going to introduce the five best call center software providers that are specifically great for small businesses. 

These are all providers who hit the key criteria:

• Ease of use
• Rapid onboarding
• Unlimited vendor support
• CRM integration and open APIs
• Delivery of essential features for small teams

1. Nextiva

Pros	Cons
Quick and simple setup	No free trial
Affordable for small businesses	No support for on-premises deployment
24/7 support and 99.999% uptime	Lack of out-of-the-box integration for some niche business apps

Nextiva provides a phone system, video conferencing, and call center solution, meaning you have a single platform for all your communication and business needs. 

You can choose from inbound, outbound, or blended contact center software alongside your core internal communications app. 

Expect a wide range of features, even in the basic call center package:

• Call routing
• IVR
• ACD
• Speech analytics
• Reporting and dashboards
• Mobile app for instant access
• Option to add email, chatbots, SMS, and social media

For outbound call centers, expect computer telephony integration (CTI), a power dialer or predictive dialer, and a ton of advanced reporting options to streamline sales.

Out-of-the-box CRM system integrations include:

• Salesforce
• Microsoft Dynamics
• Microsoft Teams
• HubSpot
• Zendesk
• Zoho
• Oracle Sales Cloud
• Workbooks
• ServiceNow
• SugarCRM
• Act! CRM
• Lotus Notes
• ConnectWise
• GoldMine
• Bullhorn

Nextiva customers love the assisted implementation, ease of setup, and friendly and knowledgeable support team.

“I can’t really say enough about the support. Nextiva is top-notch when it comes to any issues that I have. It is thorough, responsive, and professional. From my perspective as the IT Director, it’s really the forefront of my requirements for any vendor that we deal with. We have to be able to reach out to support and resolve an issue very quickly.”

~ Rich Sparkman, Director of Technology at Shelby American

2. Ringover

Pros	Cons
Unlimited international calls	Lack of support for lesser integrations
Robust basic call routing	Fewer omnichannel add-ons
Specialist in sales and recruitment	Lack of call center market exposure

Ringover is a cloud-based software that is mainly used by small and medium-sized businesses. 

It offers unlimited international calls to various destinations and has robust basic voice call capabilities. The call center platform also includes advanced routing features to enhance call efficiency.

With a focus on sales and recruitment, Ringover integrates with specialist CRMs like Bullhorn, TextUs, Sense Messaging, and Loxo. You also get integrations with major platforms like Zoho and Microsoft Dynamics.

For teams that wish to get set up quickly, Ringover boasts that you can get going in minutes. If you spend a little extra time (and money), Ringover supports emails, SMS, and social media.

At the top level, you get AI features like real-time transcription, call center analytics, and radio coaching. 

3. Sprinklr

Pros	Cons
Supports 30+ communication channels	Choice of solutions can be overwhelming for small businesses
Dedicated account manager for enterprise plans	No dedicated account manager for smaller teams
Wide range of CRM integrations	Potential for complex setups

Sprinklr offers a comprehensive omnichannel contact center, including calls, emails, social media, and messaging.

This cloud-based call center software integrates with a wide range of CRM platforms, including:

• Freshdesk
• IBM Watson
• Microsoft Dynamics
• Salesforce
• SAP
• ServiceNow
• Zendesk

Support options include phone, chat, and email, with dedicated account managers for enterprise plans. Sprinklr’s marketing messaging focuses on improving customer support metrics, so you’d hope they are practicing what they preach.

4. Five9

Pros	Cons
Longstanding AI legacy	High price point for small businesses
Focus on automation	Can be overwhelming for new users
Enterprise scalability	Needs a separate provider for VoIP

Just because you’re a small business, it doesn’t mean you’re not looking for the most advanced features. If you want an advanced AI-powered contact center solution, Five9 hits the nail on the head. 

You get what we’ve come to expect as stock call center features, like call queuing, IVR, and skills-based routing.

But where Five9 really excels is in its ability to use AI to generate reports and provide sentiment analysis on your customer transactions.

If you’re a data-driven organization with a lot of customers and a decently sized service team, Five9 can be a great way to get control of your contact center, with features that include:

• Agent assist
• Call recording and transcription
• Workflow automation
• Digital engagement
• Conversational IVR
• Quality assurance
• Workforce management

5. LiveAgent

Pros	Cons
Great alternative for budget-conscious businesses	Not a fully-featured call center
30-day free trial	Lack of call center market exposure
Adds extra help desk features	Can require a lengthy implementation

LiveAgent is an affordable option, best known as a ticketing and help desk software. However, with a user-friendly interface, it makes a great choice if call center costs are your primary concern and your core function is customer service. 

Think of LiveAgent as a shortcut to a call center software solution, with help desk features like:

• Configurable business hours
• Canned responses
• Contact forms
• Email forwarding
• Universal inbox
• Time tracking

It also comes with basic call center features like:

• IVR
• Call back requests
• ACD
• Smart call routing
• Call transfers
• Call recording

You also get out-of-the-box integration with popular CRMs like Zoho, HubSpot, and Freshsales.

Need to Do More Than Take Calls?

If a call center solution for your small business sounds useful, but you need to do more than handle calls (like responding to support emails, website chats, and social media questions), a contact center platform might be a better fit.

Unlike a call center, contact center software streamlines multiple channels into a single interface.

We refer to this extra functionality as omnichannel — combining all your customers’ communication methods and providing a holistic view for agents to work efficiently and provide a superior customer experience.

It’s not for everyone, but it can help your team work more efficiently and reduce the chaos caused by switching between several disparate apps. 

What’s the Preferred Call Center Solution for Small Teams?

Nextiva.

When looking for call center software as a small business, it’s not necessarily about which has the most features.

While more is generally better, think about what you’re realistically going to use and how efficient and easy it is to use what you need.

When those crucial features are considered alongside the level of support required, we find that Nextiva delivers time and again in this category.

With customers like Veterans Home Care and Canyon Coolers using Nextiva because of its ease of use and quality support, we’re happy to go toe-to-toe with anyone when it comes to providing call center software to small businesses.

“We foster relationships based on the connections we make and having the best software, the best hardware, the best suppliers. Nextiva has checked all the boxes for us.”

~Jason Costello, CEO of Canyon Coolers

With a simple portfolio of products and a history of delivering, Nextiva’s small business experience is second to none.

Contact Center as a Service (CCaaS) solutions offer cloud-based customer support software to businesses managing customer conversations. These solutions support customer service professionals with capabilities like call routing, interactive voice response (IVR), and other advanced features.

Not all contact center software providers offer comparable features, functionality, or pricing. There are numerous differences among vendors. 

In this guide, we’ll discuss the best CCaaS providers on the market today and some of their standout features. We’ll also share our checklist of ways to narrow your search effectively. 

8 CCaaS Solution Providers Leading the Market in 2024

Every CCaaS provider has pros and cons. Compare the leading software solutions on the market, and choose the most suitable one for your business. 

1. Nextiva

Nextiva offers many VoIP services, including business phone services and extensive contact center software. It delivers the best Unified Communications as a Service (UCaaS) and CCaaS solutions to manage internal communication while customer-facing teams deliver a delightful customer experience across multiple channels.

Nextiva lets you improve overall contact center operations while streamlining customer interactions through several features. It helps your agents become more productive and improves their performance with real-time insights. 

Pricing: Nextiva offers custom pricing based on your requirements. You pay for the features your business truly needs. Talk to an expert and get your quote. 

Nextiva features

Below are some notable features of Nextiva Contact Center:

• The omnichannel contact center provides a unified view of all customer interactions on phone, email, chat, or social media platforms.
• Automatic call distribution routes incoming calls in queues to agents based on various parameters including skills, workload, and pre-defined criteria.
• IVR reduces agents’ workload by providing self-service options for routine inquiries, allowing them to manage more complex queries. 
• Intelligent virtual agents use artificial intelligence to perform simple tasks or route queries to the right team.
• CRM integrations make it easier to get context on previous customer interactions and sales transaction data.
• Workforce management increases the operational efficiency of a call center using strategies and processes to optimize agent productivity. 

2. Talkdesk 

Talkdesk uses generative AI and automation to help businesses gather customer experience insights. These data points allow you to make more informed and customer-centric decisions. 

The platform allows agents to create simple workflows to automate tasks and improve productivity. After every call, agents can easily access all call recordings in their CRM systems. 

Source: Talkdesk

Pricing: Starts at $85 per user per month.

Talkdesk features

Below are some notable features of Talkdesk: 

• Multiple integrations save time and reduce the confusion of switching among various platforms. 
• Deep direct integrations with vertical systems facilitate easy automation while delivering significant efficiency gains. 
• Self-guided demos let people explore cloud solutions without investing time or resources in research.

3. 8×8

8×8’s CCaaS solution is a comprehensive suite of VoIP and contact center platforms catering to businesses of all sizes. Its secure cloud CCaaS offers a consistent customer journey while providing options to optimize workforce management.

Source: 8×8

Pricing: 8×8 doesn’t share its pricing on the website. Contact the 8×8 sales team for a custom quote. 

8×8 features

Below are some notable features of 8×8:

• A user-friendly interface makes it easier for agents to seamlessly handle all customer interactions via voice, chat, email, social media, or chatbot through a single interface. 
• High-definition video conferencing allows up to 500 participants on any device.
• A customizable AI-powered chatbot addresses customer queries quickly while reducing agents’ workload.

4. Vonage

Known for its VoIP services, Vonage offers a unified communications solution with helpful features for contact center professionals. The Vonage Business Communications desktop app combines calls, messages, and video conferencing.

Source: Vonage

Pricing: Vonage doesn’t share pricing on its website. You can get a quote by reaching out to its sales team. 

Vonage features

Below are some notable features of Vonage:

• Integrations with Salesforce, Microsoft Teams, and Slack make it easier for agents to work across business apps. 
• Vonage AI studio lets businesses create omnichannel conversations with its no-code flow builder. 
• Enterprise-grade features like single sign-on make it easier for agents to offer a delightful customer experience while ensuring robust security. 

5. RingCentral

Established in 1999, RingCentral offers decent features to manage outbound calls. These include a mix of progressive, predictive, and preview dialers. It helps reduce the fatigue that comes from manual dialing and makes agents more efficient. 

Overall, it offers a simple CCaaS solution, RingCX, that’s AI-first and easy to deploy. 

Source: RingCentral

Pricing: Starts at $65 per agent per month when billed annually. 

RingCentral features

Below are some of RingCentral’s notable features:

• Intelligent call suppression makes real-time adjustments to the dialing list based on customers’ actions. 
• Analytics and extensive reporting let businesses recognize workflow bottlenecks and improve customer experience with dashboards and management tools. 
• Advanced call handling lets teams properly manage inbound and outbound calls and deliver a remarkable customer experience.

6. Aircall

Aircall offers businesses access to toll-free and local numbers for outbound and inbound calling in more than 100 countries. It lets organizations route calls intelligently and ensure that suitable agents take calls per their availability and area of expertise. 

The platform offers integrations with HubSpot, Salesforce, and Zendesk, helping agents easily work with different business apps while being more productive. 

Source: Aircall

Pricing: Starts at $30 per user per month when billed annually. You need to subscribe for a minimum of 3 users. 

Aircall features

Below are some notable features of Aircall: 

• Call monitoring lets users listen to live calls, accelerating employee training and improving quality assurance. 
• After-call work gives teams time to take notes, tag people, and decide on the prerequisites of the following conversation. 
• Business hours allow users to customize their availability based on their working hours. 

7. Genesys

Genesys Cloud lets users manage customer interactions across multiple channels, including voice, text, web, and social media. The platform recognizes repeat customers and routes them to the last agent they spoke with or the agents best suited to address their needs. 

It also gives agents a customer’s context and insight, helping them personalize and tailor the interaction. 

Source: Genesys

Pricing: Genesys’ voice and digital plan costs $115 per month.

Genesys features

Below are some notable features of Genesys: 

• AI automation enables deeper personalization while offering customer support. It directs the conversation toward a human agent when it feels the need and supplies all historical conversational insights. 
• Gamified performance management keeps teams focused while improving the agent experience. 
• Intelligent prioritization uses AI to identify customers who need assistance as quickly as possible while automating several manual tasks for the team. 

8. NICE CXone

NICE CXone, previously known as NICE inContact, offers a comprehensive CCaaS solution to optimize customer interactions and improve agent efficiency. The platform’s virtual phone offers global VoIP telephony, capable of making HD voice calls with 99.99% uptime to over 130 countries.

Source: NICE CXone

Pricing: CXone’s interaction orchestration for omnichannel agents costs $110 per month.

NICE CXone features

Below are some notable features of NICE CXone. 

• Service accountability means 80% of calls are answered in less than a minute. 
• Pay-as-you-go pricing doesn’t require any hefty upfront fees. The service subscription is bundled into monthly invoices. 
• 24/7 maintenance ensures that issues are quickly resolved. 

Things to Consider Before Choosing Your CCaaS Provider

Choosing the right CCaaS provider for your business requires thorough research and a deep understanding of your needs. 

Here are a few factors to help you with the decision-making process. 

Scalability

This involves assessing whether the service can grow or shrink according to your business needs without significant disruptions or costs. 

Start by understanding the provider’s capability to handle changes in call volume and user count. Consider whether the provider’s infrastructure is cloud-native, as this can often allow for more seamless scaling. 

Additionally, evaluate the ease of adding or removing features, integrating new services, and expanding to different geographical locations. The ability to scale should not compromise the quality of the service or the user experience, ensuring that transition periods are smooth and barely noticeable to end users.

💡Tip: Always perform a “stress test” with your potential CCaaS provider to see how its system handles increased demands under controlled conditions. This will give you a realistic view of its scalability and flexibility in supporting your growth.

Unified communications compatibility

UCaaS has some overlap with CCaaS. Many organizations already use a hosted business communications provider, but it’s often entirely separate from the contact center. 

This means that some CCaaS providers force you to purchase a separate SIP trunking provider so your team can make or receive calls. 

You don’t need a separate voice carrier. Top CCaaS providers like Nextiva provide everything you need in one comprehensive solution, with no surprises, so your team can focus on improving customer satisfaction and increasing operational efficiency.

Integration capabilities

The ability to seamlessly integrate with existing systems — such as CRM software, ERP systems, workforce management tools, and marketing platforms — is essential for maintaining workflow continuity and enhancing operational efficiency. 

Check whether the CCaaS platform supports open APIs that allow for custom integrations. This is crucial as it enables the contact center to connect with various third-party applications and services that are important to your business processes. 

Furthermore, examine the provider’s pre-built integrations: a good range of native integrations with popular business tools can significantly reduce the time and cost involved in setting up and maintaining the system.

The ease of integration also impacts your organization’s learning curve and adoption rate. It’s important to consider how intuitive the integration processes are and whether the provider offers any tools or services to facilitate these integrations. For example, some CCaaS providers offer visual dashboards that allow non-technical staff to configure integrations without needing coding skills. 

💡Tip: Opt for a CCaaS provider that regularly updates its API capabilities and offers a comprehensive support network to assist with integration challenges. This ensures your contact center remains agile and can adapt to new technologies or changes in business processes.

Omnichannel support

Omnichannel engagement is an essential feature to consider when choosing a CCaaS provider. It ensures that all customer interactions across various channels,  including email, social media, live chat, and voice calls, are integrated into a single, cohesive customer experience. This integration enables agents to provide more personalized and efficient service by having access to the full context of a customer’s interactions, regardless of the channel used. 

When assessing a provider’s omnichannel capabilities, it’s important to verify that it can support all the channels your business uses and that these channels are seamlessly integrated within the platform. Look for features like universal queues, which manage interactions from all channels in one place, and real-time syncing of customer data across channels.

💡Tip: Prioritize a CCaaS provider that not only supports a wide range of communication channels but also demonstrates a commitment to adopting future technologies in customer communication.

Reliability and uptime

High uptime guarantees are essential, as even minimal downtime can lead to significant service disruptions and potentially significant financial losses. When evaluating a provider, look for one that offers at least 99.99% uptime. This level of reliability is often supported by robust infrastructure, including redundant data centers and failover mechanisms that ensure continuous service even in the event of hardware or software failures. 

Additionally, review the provider’s historical performance data and client testimonials to gauge its track record on reliability and uptime.

The provider’s approach to handling unexpected issues and its disaster recovery plans are also important. It’s crucial to understand how it manages data backups, system updates, and emergency situations. A provider should be transparent about its maintenance schedules and provide regular updates on system status. Ask about its service level agreements and what compensation or remedies it offers if the agreed-upon uptime is not met.

These details can give you insight into how seriously a provider takes its service commitments and what you can expect in terms of reliability. 

💡Tip: Always include specific uptime guarantees within your contractual agreement and clarify the recourse available if the provider fails to meet these standards. This not only secures your interests but also incentivizes the provider to maintain high standards of reliability.

AI features

AI-powered solutions can automate routine tasks, provide predictive analytics, and support real-time decision-making.

When selecting a CCaaS provider, assess its AI capabilities, focusing on features like chatbots for customer self-service, intelligent routing to direct customers to the appropriate agent or department based on their needs, and sentiment analysis to gauge customer emotions during interactions. These AI functionalities can help reduce agent workload, improve customer satisfaction, and optimize overall contact center performance.

Additionally, evaluate how the AI integrates with other systems and data sources. Effective contact center AI features should seamlessly draw on existing customer data to provide context-rich support and enhance customer interactions. 

💡Tip: Look for AI that learns and improves over time through machine learning algorithms. This ensures that the system becomes more effective as it processes more data.

Security and compliance

A reliable CCaaS provider must adhere to rigorous security standards and compliance regulations to protect your data from breaches and ensure legal compliance. When assessing potential providers, verify that their technology meets relevant industry standards, such as ISO 27001, GDPR, HIPAA (for healthcare-related services), and PCI DSS (for payment processing). These certifications indicate a provider’s commitment to security and data protection.

In addition to checking for certifications, it’s crucial to understand the specific security measures the provider implements. This includes data encryption at rest and in transit, regular security audits, and access controls to ensure that only authorized personnel can access sensitive information. 

💡Tip: Always request detailed documentation of the provider’s security and compliance measures and verify its claims through third-party audits, if possible. This due diligence is crucial not only for protecting your data but also for maintaining your customers’ trust.

Post-sale support

Effective post-sale support ensures that any issues encountered after the initial deployment are quickly and efficiently resolved, minimizing downtime and maintaining operational continuity. When evaluating a provider, consider the breadth and quality of its support services. Look for providers that offer 24/7 support through multiple channels, including phone, email, live chat, and even social media, to ensure that help is available whenever needed.

Additionally, assess the expertise and responsiveness of the support team. A good support service should have a well-trained team that can handle a range of issues, from simple troubleshooting to complex technical problems. The provider should also offer a comprehensive knowledge base, training resources, and user communities. These resources empower your team to resolve common issues independently and make the most of the CCaaS solution. 

💡Tip: Prioritize providers that respond to issues and collaborate with you to optimize the system and adapt the service as your business needs evolve. This partnership approach in post-sale support can significantly enhance the value you derive from your CCaaS investment.

Cost and ROI

When evaluating affordability, it’s important to look beyond just the initial pricing and consider the total cost of ownership, which includes setup fees, maintenance costs, upgrades, and potential costs associated with scaling the service. Opt for vendors that offer transparent contact center pricing with no hidden fees, allowing you to predict and control your expenses effectively.

Additionally, assess the value provided by the service in relation to its cost. A cost-effective CCaaS provider should offer a comprehensive suite of features that meet your specific business needs without requiring extensive customizations, which can drive up costs. 

Compare how other providers can streamline your operations and improve customer service. Pay attention to the flexibility of pricing plans — providers that offer scalable solutions can adjust to your needs as your business grows or changes, potentially offering better cost efficiency over time. 

💡Tip: Find out if the CCaaS provider offers pay-as-you-go options or if it can provide tailored plans that adapt to your changing business dynamics. This ensures you are not locked into long-term, inflexible contracts that do not reflect your current needs.

Vendor reputation

A reputable vendor typically has a proven track record of stability, strong customer support, and a commitment to continuous improvement. Begin by reviewing the provider’s history in the industry, including how long it has been in business and its experience with businesses similar to yours. This background can give you confidence in its ability to understand and meet your specific needs. 

Also, assess the vendor’s reputation through customer testimonials, case studies, and thousands of customer reviews. Look for feedback on its service reliability, the effectiveness of its technology, and the quality of its customer support. It’s beneficial to check industry forums and social media to get unfiltered insights from current and past users. 

💡Tip: Engage with potential vendors directly to ask specific questions and gauge their transparency and willingness to provide information. This interaction can often give you a better sense of its customer service and reliability than secondary research alone.

Solve Your CCaaS Needs With Nextiva

CCaaS is a suitable and scalable solution for customer-facing professionals like sales and support teams, while UCaaS is a wise choice for almost every other department. With Nextiva, you get the best of both, which is why it’s a leader among the best CCaaS providers. 

With it, you get to create a seamless ecosystem that caters to the communication needs of all departments. Nextiva lets your team work efficiently and deliver a memorable customer experience across all touchpoints. 

Don’t settle for less when you can get CCaaS and UCaaS in one platform.

Every day, you collect tons of data while interacting with customers. Each call creates more and more information that you could learn from to empower your business.

How? Through speech analytics.

Before, during, and after each call, you can use data points, assumptions, and patterns to better serve your customers and get one-up on your competition. By detecting what happens in each call (and even the key presses before an agent intervenes), call centers can totally transform their customer journeys.

Let’s learn the exact benefits of speech analytics and how you can leverage them at different phases of each call.

What Are Speech Analytics?

Speech analytics are records, graphs, and collections of conversations that inform business decisions and help call center agents improve customer satisfaction. Using statements picked up during customer calls, data is translated into usable information that can influence training, processes, and workflows.

Speech analytics, one of the less marketed or adopted call center analytics, has been somewhat revolutionized by the introduction of artificial intelligence (AI) and machine learning in modern contact center solutions.

Also known as voice analytics, speech analytics consists of three main components:

• Customer sentiment: Speech patterns can indicate frustration, anger, or satisfaction in a customer’s voice.
• Keywords and phrases: Identify specific terms used by customers and contact center agents to pinpoint areas of confusion or highlight key topics.
• Agent milestones: Ensure agents adhere to scripts and company or industry policies.

Speech analytics examples and use cases

Emotion detection

When customers get frustrated with having to repeat themselves, their negative tones are detected, and the speech analytics software triggers the next action.

This action could be an alert on a supervisor’s dashboard, an on-screen prompt for the agent, or a notice that flags the call for follow-up at a later date.

Keyword or key phrase detection

If a key phrase like “renew my contract,” “I’m thinking of leaving,” or “Is there a better option” is detected by speech analytics tools, these can be flagged for various outcomes.

If account renewal is being discussed but your agent is a technical analyst, the customer might be better served by another agent. But your agent might think it’s on them to complete the call. In reality, you have specialist agents trained to deal with churn and retention, so the speech analytics technology can direct the call to the more equipped retention rep to handle the call.

Compliance assurance

In the case of contact center compliance, you could be dealing with HIPAA, PCI DSS, FINRA, or non-discrimination compliance. Whatever you need to protect your business from, speech analytics will always be scouting for potential vulnerabilities and non-adherence. 

One case could be if a new, untrained agent uses a word they are unaware is derogatory; rather than letting this go unnoticed and risk offending a customer, keyword detection flags this for the agent, supervisor, or compliance manager to get on top of any potential situation.

Likewise, if an agent starts to read back card information, going against your process, as agents shouldn’t see the actual card numbers, an instant red flag (literally in the software and figuratively) gets raised to understand why the agent has your customer’s card details.

These are some examples of speech analytics that are used in the real world. Let’s now learn how to best implement and use your call center speech analytics. 

How to Best Use Your Call Center Speech Analytics

When using speech analytics holistically, you’re covering all bases and making the most of the software at your disposal. 

You can use speech analytics before, during, and after calls to identify call trends, manage customers in real time, and create an environment of proactive coaching and feedback.

Before the call

By identifying call routing trends and analyzing past customer interactions, you get an understanding of peak call times, call volumes, common customer issues, and preferred agent skills. If you know the likely reason for each customer call, you can assign the most appropriate agent to handle each query.

You can use intelligent call routing by way of an interactive voice response (IVR) system to better understand what customers need, as they will literally say their reason for calling.

For example, instead of routing all customer service calls to your helpdesk, where they are asked for their reason for calling and manually transferred, customers are greeted with a menu that asks their reason for calling, allows them to say their issue, and knows where to send the call.

This automated process is quicker, and customers get through to the most skilled agent for their issue.

When combined with natural language processing — that’s the smart AI part — your IVR can even start handling calls for you. For routine inquiries like opening times and bill payments, there’s often no need for human intervention.

For example, think about the potential time, resource, and cost savings versus needing to handle a basic inquiry today. Even with compliance procedures to consider, several minutes per call could be saved if you’re able to successfully remove the human from the process.With conversational AI, you’ll be able to offer open-ended prompts and automate routing intelligently. It could look something like this:

It could be as easy as that, thanks to speech recognition. And you’re safe in the knowledge that phone calls are not only recorded but tracked for all kinds of emotions, keywords, and compliance.

During the call

What if you had a tool to detect when customers get frustrated or when agents miss opportunities to upsell a product? Sounds pretty good, right?

That’s exactly what real-time sentiment analysis does. It literally analyzes customer sentiment.

Speech analytics solutions can detect emotions in a customer’s voice and flag frustrated or angry callers. This allows supervisors to intervene and provide real-time support to agents handling these calls, ensuring a better customer experience.

In positive customer conversations, where there’s an opportunity to upsell or cross-sell, speech analytics can help identify missed keywords. Not only does this identify knowledge gaps and areas where scripts or training materials need improvement, but it also means you can flag the upsell opportunity mid-call.

You can improve agent productivity by notifying agents they missed a keyword. This way, they can mention the superior product during the call instead of missing the sale or having to call the customer back to offer them a new product.

Agents provide exactly what the customer calls for. Your business benefits from extra revenue and profit. Everyone’s a winner.

The same helpfulness applies to compliance monitoring. Using keyword detection for quality assurance and quality management, you can ensure agents adhere to regulations and company policies by identifying instances where specific phrases or topics are used inappropriately.

You’re derisking your business every time you use speech analytics — which is in every single call.

After the call

You know all those call recordings you have? It’s impossible to go through each one and separate good and bad calls, isn’t it?

With speech analytics doing the sorting and grading, you can save hours per day (weeks per year) on simply identifying calls with room for improvement.

When you have time to objectively evaluate agent performance metrics, like adherence to scripts, empathy, and active listening skills, you can better diagnose low first-call resolution rates by analyzing topics mentioned by callers. 

Rather than accepting that agents are humans and will make mistakes, you can safeguard processes and embrace continuous learning.

As a side benefit, you can also identify common roadblocks and use this data to improve internal processes and develop knowledge base articles for future reference. 

Every output from your speech analytics can reveal positive and negative feedback within conversations. Use this to understand customer pain points and areas of satisfaction to improve overall service.

Using speech analytics, you can introduce proactive call center coaching after the fact. This means you can highlight areas where agents frequently struggle. This data can identify training areas and customer needs, allowing you to proactively coach agents before they encounter those situations on live calls. 

If you run an omnichannel contact center using email, web chat, SMS, social media, etc., you can extend the power of speech analytics to text-based conversations. This is often one of the biggest reasons businesses choose a contact center versus a call center.

Call Center	Contact Center
Voice calls only	Voice plus email, live chat, social media, and video
Call reports only	Multichannel analytics
Speech analytics only	Extends speech analytics to text-based conversations in web chat, SMS, social media, etc.
Disjointed customer experience	Connected customer experience
Lacks future expansion capabilities	Able to connect to future media channels

Make Better Decisions With Nextiva

When you move from merely collecting data to using data, your business can start digging deeply into areas that excite and frustrate your customers. With speech analytics, you can turn countless hours of call recordings into actionable insights.

Be it for something as simple as changing the order of your IVR menu or as far as a total overhaul of your customer journey mapping, lean on the data collected in every customer call.

On the surface, it seems like you’re creating a better customer experience, which is true. But what you’re actually doing is optimizing agent performance and impacting your bottom line as well.

With the side benefit of creating a database for continuous training and compliance derisking, it’s hard to ignore what speech analytics can do for your business.

You’ve got all this data anyway. Why not make use of it?

If you were to describe customer service in a few words, you’d be right to call it “the first point of customer interaction.”

But as a call center operator, although every call is an opportunity to assist, it also exposes you to potential risks.

Imagine this: Amid a buzz of daily calls and navigating different applications, you’re one spreadsheet or document away from exposing sensitive information — or worse, introducing vulnerabilities. While important to your work, tools like Google Sheets and Docs can become gateways for security breaches if not properly managed.

In this guide, we’ve compiled a list of best practices that call center operators should implement to enhance their security posture.

The Rising Security Concerns in Call Centers

Increased fraud attempts

Call centers, especially those in the financial sector or that offer other forms of financial services, are facing a surge in fraudulent activities.

This is because hackers view your bank’s contact center as a goldmine of information. In fact, the Contact Center Fraud and Security Survey by Pindrop reveals a concerning uptick trend in fraud attempts targeting call centers.

A recent TransUnion survey shed light on this issue, revealing that a staggering 90% of financial industry respondents have observed an increase in fraud attacks on call centers, with some noting that attacks have risen by more than 80% over 2022.

For the most part, these fraud attempts have a single aim — to initiate an account takeover (ATO). To do this, they leverage tactics like social engineering and spoofed phone numbers to deceive call center staff and gain unauthorized access to sensitive information and accounts.

A typical example of this is the case of a fake call center where fraudsters had access to a database containing the personal and financial information of about 500,000 US citizens. With this information, they were able to establish trust and convince their targets of the legitimacy of their fraudulent activities.

💡What is an ATO? An ATO occurs when a cybercriminal gains unauthorized access to a person’s online account, whether their a bank account, email, social media, or any other type of online account.

Data security breaches

It’s not news that call centers handle a significant amount of personally identifiable information (PII), making them prime targets for data breaches.

A notable example of this occurred with Discord, a messaging and video chatting platform. Discord reported that a malicious actor gained access to its systems via a third-party customer service agent, exposing users’ email addresses, customer service queries, and documents sent to Discord.

While Discord provided no further information to determine whether this was an internal or external attack, it did report that the account was now locked.

Meanwhile, it’s important to note that data breaches can occur for several reasons, such as outdated systems, human error, or malicious attacks, all of which can cause reputational damage, regulatory fines, and even lawsuits.

For example, over the last year, the following companies have been on the receiving end of data breaches:

• Fortra’s GoAnywhere: Hackers exploited a zero-day vulnerability in Fortra’s GoAnywhere managed file-transfer software early last year, affecting over 130 companies.
• Software-based phone system 3CX: Hackers targeted 3CX using a supply chain attack to embed malware in software distributed to its clients and end-users.
• MOVEit Transfer: Hackers accessed the personal data of almost 84 million individuals across more than 2,600 victim organizations, making this breach stand out as one of the most significant last year.

What is PII? PII refers to any data that could be used to identify a specific individual. Examples of PII include, but are not limited to:

• Name (full name, maiden name, mother’s maiden name, etc.)
• Home address
• Email address (if it includes the individual’s name)
• Social security number
• Passport number
• Driver’s license number
• Telephone number
• Credit card number
• Date of birth

Insider threats

Insider threats within organizations pose significant security risks, whether from disgruntled or careless employees. These threats can lead to accidental data leaks, unauthorized access, or even the intentional theft of information, with severe consequences for the organizations involved.

A recent report notes an increase in these incidents, with 74% of organizations acknowledging vulnerability to insider threats.

Compliance issues

Failing to comply with data privacy regulations like the Health Insurance Portability and Accountability Act (HIPAA) or General Data Protection Regulation (GDPR) can lead to hefty fines and penalties, further impacting an organization’s finances and reputation.

We can see this in the case of Dish Network’s $280 million fine for violating the FTC’s Do Not Call Registry.

Costs and Damages of Unsecured Call Centers

Financial losses

Unsecured call centers can lead to substantial financial losses for organizations, primarily due to data breaches, fraud, and compliance violations.

These incidents can result in costs of various forms, including direct fines and settlements as well as indirect remediation expenses required to address the aftermath of a security incident.

Here are a few examples of such costs:

• GDPR fines: Under the GDPR, companies face significant fines for failing to protect consumer data. For instance, in 2023, Meta was fined €1.2 billion by the Irish Data Protection Commission for inadequately protecting European users’ personal data during transfers to the US.
• HIPAA violations: In the healthcare sector, compliance with HIPAA requirements is crucial. Violations can lead to hefty fines, as we’ve seen with the settlement of $4,750,000 that Montefiore Medical Center agreed to in 2024 for failing to conduct a comprehensive risk analysis, among other compliance issues.

Reputational damage

A single security incident can tarnish a brand’s reputation, which most likely took years to build. News of a data breach or fraud can spread quickly, especially with social media, leading to negative publicity for a brand.

Even worse, a damaged reputation can have lasting effects on customer perceptions, potentially leading to a decline in brand loyalty and customer churn. In support of this claim, reports from Delinea show that 31% of consumers stop using a product after a data breach.

The financial services company Capital One had a data breach incident that involved 100 million of its customers in the US and Canada. The immediate financial repercussions were estimated to be between $100 and $150 million to cover customer notifications, credit monitoring, technology costs, and legal support. However, beyond the tangible costs, the breach inflicted substantial reputational damage, evidenced by a 6% slide in Capital One’s share price following the breach announcement.

Operational disruption

Once a call center detects a security breach, it conducts an intensive investigation to determine its scope and impact.

This process often requires taking certain systems offline, limiting access to essential data, or even halting operations entirely to contain the incident. While necessary for security reasons, such actions can severely impact call center productivity, leading to longer wait times for customers and a backlog of service requests — all of which affect customer experience.

Best Practices for Securing Your Call Center

Data security

The sensitive nature of the data handled, ranging from personal information to payment details, puts several call centers at risk of constantly being targeted for cyber-attacks.

To mitigate these risks, adopting a comprehensive approach to data security is vital. This involves implementing several layers of security measures to protect both the information and infrastructure of the call center.

Implement data encryption

Data encryption is a fundamental security measure that encodes information, making it accessible only to individuals with the decryption key. For call centers, encrypting data both at rest (stored data) and in transit (data being transferred) should be a priority.

• At rest: Encrypting data at rest protects it against unauthorized access by ensuring that, even if data storage is compromised, the information remains in an unreadable format without the proper encryption keys. Techniques include disk encryption and database encryption.
• In transit: Encrypting data in transit safeguards it as it moves across networks — be it between internal systems or over the internet.

Enforce data access controls

Data access control simply means selectively restricting an employee’s access to data. It is a critical element in protecting sensitive information from unauthorized access and breaches.

To enforce data access control, implement the following:

• Principle of least privilege: This principle involves granting employees access only to the information and resources absolutely necessary for their job functions. This minimizes the risk of accidental or malicious data breaches.
• Role-based access control (RBAC): Implementing RBAC streamlines user permissions management. With this, you assign users roles based on their job requirements, and each role is granted specific access rights. This way, employees can access only what they need.

💡Pro Tip: Conduct regular audits of access controls to ensure that permissions are up to date and align with current job titles and responsibilities. This helps identify discrepancies or unnecessary access privileges that need to be revoked.

Backup data regularly

Data backups are a safety net in the event of data loss or corruption, whether from cyber-attacks, system failures, or human error. Regular and systematic backups ensure that call center operations can resume quickly with minimal loss of data.

• Backup frequency: The frequency with which data is backed up should align with the call center’s data update rate. For highly dynamic environments, daily or even real-time backups may be necessary.
• Offsite storage: Storing backups in a location separate from the primary data center adds an additional layer of security. In the event of a physical disaster, data remains safe and recoverable.

Network security

Securing your call center’s network involves taking several measures to prevent unauthorized or malicious access (both internal and external).

To do this, you combine multiple layers of security defenses at the edge and in the network. Each network security layer implements policies and controls. Authorized users gain access to network resources, but malicious actors are blocked from carrying out their exploits.

Segment your network

Network segmentation involves dividing a larger network into smaller, distinct subnetworks or segments. This practice is important for call centers for several reasons, including:

• Reduced attack surface: By separating the call center network from the rest of the organization’s networks, you limit the potential spread of malicious activities. If one segment is compromised, segmentation can help contain the breach, preventing it from proliferating across your entire network.
• Improved performance: By isolating the call center traffic, you can ensure that critical communications are prioritized and uninterrupted. Segmentation can also improve network performance by reducing congestion.
• Enhanced monitoring and control: By segmenting networks, more granular monitoring and control over traffic is possible. This enables you to more quickly identify and mitigate suspicious activities.

💡Pro tip: Implementing protocols such as Transport Layer Security ensures that data exchanged between clients and your call center is safe from eavesdropping or interception.

Implement firewalls and intrusion detection systems

Firewalls and intrusion detection systems (IDS) are essential tools to have in your network security toolbox. They serve as the first line of defense against potential cyber threats.

• Firewalls: These act as a barrier between your secure internal network and untrusted external networks, such as the internet. A firewall can be software-based, hardware-based, or both, and it works by filtering incoming and outgoing network traffic based on an organization’s security policies.
• IDS: IDSs monitor network traffic for suspicious activities and potential threats. They can detect malicious activities like security policy violations, malware, and unauthorized system access. They then alert network administrators to suspicious patterns, enabling them to act immediately against potential threats.

Keep software up to date

Software vulnerabilities are a common entry point for cyber threats. Maintaining the latest versions of all software, including operating systems, applications, and Voice over Internet Protocol (VoIP) systems, is critical to securing your call center’s network.

• Regular updates and patches: Developers frequently release software updates and patches to address vulnerabilities and enhance security features. Regularly applying these updates ensures that your systems are protected against known vulnerabilities.
• Automated patch management: Considering the amount of software that call centers may use, implementing automated patch management tools can help streamline the process of updating software across all systems within the call center, ensuring the timely application of critical security patches.

User security

This aspect of security focuses on safeguarding user identities, credentials, and data from unauthorized access, theft, and misuse.

It involves a combination of enforcing strong authentication measures, educating users about security risks, and monitoring activities to prevent or respond to security incidents.

Here’s a closer look at how call centers can implement effective user security measures:

Enforce strong password policies

The first line of defense in user security is often the strength and management of passwords. Implementing and enforcing strong password policies can significantly reduce the risk of unauthorized access.

• Strong password creation: Require users to create passwords that are complex and difficult to guess. This typically means that passwords should have a minimum length and include numbers, symbols, and a mix of uppercase and lowercase letters.
• Regular password changes: Encourage or mandate regular password updates, such as every 60 or 90 days, to limit the risk of compromised passwords being used to gain unauthorized access.
• Multi-factor authentication (MFA): MFA adds an additional layer of security by requiring users to provide two or more verification factors to access their accounts. This can include what they know (password), what they have (a security token or a smartphone app), or what they are (biometrics).
• Single sign-on (SSO): SSO allows users to log in once and gain access to multiple systems without being prompted to log in again. SSO can simplify the user experience while maintaining high-security standards, especially when combined with MFA.

Educate employees on security best practices

Human error remains one of the largest vulnerabilities in cybersecurity.

Verizon’s 2023 Data Breach Investigations Report found that the human element was involved in about three-quarters of all analyzed breaches.

Tech Xplore further supports this by stating that more than 90% of cyberattacks are made possible by human error, highlighting the critical need for user education. Educating call center agents and other employees on security best practices is the best approach to mitigating this risk.

• Regular training: Conduct regular training sessions to keep employees informed about the latest security threats and best practices. This includes identifying phishing attempts, managing sensitive customer data, and understanding the importance of security policies. 
• Social engineering awareness: Train employees to recognize social engineering attacks, such as phishing or pretexting, that manipulate individuals into breaking normal security procedures.
• Simulated attacks: Consider conducting simulated phishing exercises to test employees’ vigilance and provide practical learning opportunities based on their responses.

Monitor user activity

Continuous monitoring of user activity within your systems can help quickly identify and mitigate suspicious behavior, potentially preventing a security breach.

• Automated monitoring tools: Implement tools that automatically log and analyze user activities, flagging actions that deviate from normal patterns.
• Anomaly detection: Use anomaly detection systems to identify unusual actions, such as accessing high volumes of data or attempting to access restricted areas, which could indicate a security threat.
• Incident-response plan: Have a clear incident-response plan in place so that if suspicious activity is detected, your team can act swiftly to investigate and prevent any potential damage.

💡Pro Tip: Nextiva offers the most flexible and scalable enterprise-grade contact center solution.

Compliance

Compliance in the context of call center operations refers to meeting legal and regulatory standards for data privacy and security. These standards vary by region and industry but share the common goal of protecting consumer information and ensuring ethical business practices.

Identify relevant data privacy regulations

Data privacy regulations are designed to protect personal information but vary significantly across jurisdictions and sectors. Understanding and complying with these regulations is fundamental to operating a call center legally and ethically.

• HIPAA: HIPAA sets the standard for protecting sensitive patient data in the US. Any call center handling healthcare information must ensure HIPAA compliance.
• GDPR: The GDPR is a regulation in the European Union (EU) law on data protection and privacy that covers the EU and the European Economic Area (EEA). It also addresses the transfer of personal data outside the EU and EEA areas. Call centers handling data of EU citizens, regardless of the call center’s location, need to comply with GDPR.
• Other regulations: Other regulations, like the California Consumer Privacy Act (CCPA) or the Payment Card Industry Data Security Standard (PCI DSS), might also apply, depending on the geographical location and the nature of the data being handled.

What’s PCI DSS? PCI DSS is a set of security standards designed to ensure that all companies that accept, process, store, or transmit credit card information maintain a secure environment. 

Implement data breach response procedures

A data breach can have significant legal, financial, and reputational consequences. Having a response plan in place helps minimize the impact of a breach.

• Incident response plan: This plan should outline the steps to take immediately after discovering a breach, including containing it, assessing its impact, and beginning the recovery process.
• Notification procedures: Regulations like the GDPR and HIPAA have strict notification requirements. Your plan should include protocols for notifying regulatory authorities and affected individuals within the required timelines.
• Continuous improvement: A post-breach analysis should be conducted after a breach is addressed to identify what went wrong and how similar incidents can be prevented in the future. Use the following insights to strengthen your security posture.

Regularly review and update your security policies and procedures

Regular reviews of your security policies and compliance procedures ensure they remain effective and aligned with current laws.

• Scheduled reviews: Establish a regular schedule for reviewing and updating security policies, procedures, and compliance measures. This could be annually or more frequently, depending on the nature of the data you handle and the regulatory environment.
• Stay informed: Be aware of changes in data protection laws and cybersecurity trends. Regulatory bodies often provide updates and guidance that can help you remain compliant.
• Security awareness and training: Ensure that all employees, especially those who handle sensitive customer information, are regularly trained on the latest compliance requirements and security best practices.

Open-Source Call Center vs. Choosing an Enterprise Call Center Provider

When it comes to managing customer interactions, businesses face a tough decision: whether to use a free, open-source call center platform or an enterprise call center provider. This choice carries significant implications for security, cost, compliance, and operational complexity.

Risks of a DIY call center software

Weaker security posture

Building and operating your own call center means taking on the responsibility of securing the platform. This is a daunting task that requires specialized knowledge and constant vigilance. 

Enterprise call center providers, on the other hand, typically have dedicated security teams whose sole focus is to protect the platform and its data. These teams are equipped with the expertise and tools needed to prevent and stop cyber threats, monitor for suspicious activities, and implement best practices in cybersecurity.

Without this level of expertise, your self-managed call center might be more susceptible to breaches and cyber attacks, potentially compromising customer trust and data.

Increased technical complexity

Integrating security solutions in-house so that they work seamlessly together is a complex process. Each additional solution or layer of security can introduce new vulnerabilities, especially if they’re not properly configured or maintained. This complexity increases the risk of security loopholes, making the system harder to manage.

Compliance hassles

This is perhaps the biggest challenge. Data privacy regulations like the GDPR, HIPAA, and CCPA impose strict rules on how customer data should be handled and protected.

Ensuring compliance with these and other regulations is a huge responsibility when operating your own call center. This involves continuous monitoring, reporting, and updating practices to align with legal requirements.

Meanwhile, enterprise call center providers often have dedicated compliance teams and standardized processes designed to meet these regulations, reducing the burden on your shoulders.

Unexpected maintenance burdens

The responsibility of updating, patching, and maintaining an open-source call center falls entirely on you.

This is a continuous effort that requires dedicated resources to ensure the system remains operational and secure. Failing to keep up with maintenance tasks can leave your system vulnerable to exploitation.

In contrast, an enterprise CCaaS provider manages these tasks on behalf of its clients, ensuring that the platform remains up-to-date and secure without additional effort from the client’s side.

Potentially higher cost

While the initial idea of building your own call center might seem cost-effective, the long-term financial implications are high.

For example, the costs associated with development, ongoing maintenance, security, and compliance can accumulate quickly, making it a less viable option for many businesses.

Furthermore, the hidden costs of potential data breaches or compliance violations can be huge. Enterprise call center providers spread these costs across their client base, often offering more predictable pricing models.

What does enterprise call center software offer?

Opting for an enterprise call center provider offers several benefits, including preventing many of the challenges associated with managing a call center in-house.

These platforms are designed with security, compliance, and operational efficiency in mind, offering a compelling case for businesses looking to streamline their customer service operations.

Here’s a closer look at the advantages of choosing an enterprise call center platform. 

Proven security infrastructure

Enterprise call center providers invest heavily in security infrastructure and expertise. They employ dedicated teams whose sole focus is to ensure the platform remains secure against emerging threats and vulnerabilities.

This specialization in security helps safeguard sensitive data and ensures that the platform adheres to the latest compliance standards.

The benefit here is twofold: robust protection against data breaches and a compliance-ready posture that shields your business from potential fines and legal complications.

Simplified management

Managing a call center operation involves coordinating multiple tasks and systems, from customer interaction channels to backend databases.

Enterprise call center platforms simplify this complexity by offering pre-integrated security features and tools designed for seamless operation. This integration reduces the time and effort required to manage the system, allowing businesses to focus on strategic operations rather than wasting time on technical details.

Compliance support

Data privacy regulations constantly evolve, posing a challenge for businesses to remain compliant.

Enterprise call center platforms provide built-in compliance support, helping businesses comply with regulations such as the GDPR and CCPA.

This support comprises everything from data handling and storage practices to consent management and data subject rights fulfillment. Leveraging the provider’s expertise in these areas can help reduce the risk of compliance violations.

Reduced maintenance

The responsibility of maintaining the call center infrastructure, including the execution of updates and patches, lies with the provider.

This arrangement minimizes the maintenance workload for businesses, ensuring the platform remains up-to-date with the latest security measures and feature enhancements without requiring direct intervention.

It also eliminates the need for a dedicated in-house team to manage these tasks, freeing up resources for other critical business functions.

Lower operating costs

While the upfront costs of an enterprise call center solution might seem high, it can be more cost-effective in the long run.

This cost efficiency comes from the reduced need for in-house development, maintenance, and security management. Whether you opt for on-premises servers or private clouds, you won’t need to build or secure them.

Moreover, by outsourcing these complex and resource-intensive tasks, businesses can avoid the indirect costs associated with security breaches and compliance violations, making it a prudent decision.

Nextiva: An Enterprise Call Center You Can Trust

Nextiva provides an enterprise contact center platform built to fit your business with three core offerings:

Enterprise phone service

Nextiva’s enterprise VoIP phone system comes loaded with advanced features, such as auto-attendant, call forwarding, voicemail, and conference calling, and seamlessly integrates with popular business applications, making it easy to consolidate all business communications in one place.

Nextiva employs robust security measures and monitors its networks 24/7 to protect against unauthorized access and data breaches. This active monitoring also contributes to its resilient 99.999% network uptime, made possible by Nextiva’s redundant data centers.

Not ready for UCaaS? Enterprise-grade SIP trunking from Nextiva provides call recording and toll-free and local phone numbers and ensures compatibility with on-premises or cloud-based PBXs. See all features.

Cloud call center solution

Nextiva’s cloud call center empowers your team to make and receive a high volume of calls with the right degree of control that supervisors want. It also doesn’t require any third-party hosting or technical staff to set up.

With its carrier-grade data centers and impressive uptime, you’ll never miss a beat with your customers. Nextiva built one of the world’s most reliable enterprise-ready voice networks.

Some of its call center features include:

• Interactive voice response (IVR): Send incoming calls to the right call center agents. Set up your IVR any way you want.
• Call recording: Record, pause, and listen to customer interactions at any time.
• Automatic call distribution: Distribute calls based on business hours, technical support level, IVR options, and more.
• VoIP phone numbers: Get local and toll-free numbers or port your existing phone numbers.
• Call routing: Manage customer interactions like a pro. Don’t let your customers repeat requests.
• Dashboards and reporting. Get access to 40+ advanced features and reports to measure your VoIP call center efficiency. 

Enterprise SIP trunking

Nextiva offers you PBX with SIP trunking. You also get carrier-grade PSTN connectivity with easy setup and no code required.

Features include:

• Online management: Manage your credentials, direct-dial numbers, and more from a web-based admin portal. Goodbye, terminal.
• Fraud mitigation: Thwart abuse and fraud in a few clicks. Nextiva will let you know if we see unusual call activity.
• Enhanced 911 (E911): Ensure users are safe with turnkey E911 functionality. Supports physical location for public safety operators.

Automatic failover: Direct calls to another destination with cloud connectivity. If your PBX goes offline, no problem. 

• Detailed call records: Research call detail records. Administrators can view CDRs securely and in minutes.
• Rapid setup: Deploy the same day without any coding with ready-to-use SIP trunks.

Why enterprise businesses love Nextiva

• Proven reliability: Each data center is equipped with uninterruptible power sources with 99.999% uptime and zero reported outages in 2019 and 2020. 
• Highly scalable: Scaling any part of your business phone system is easy. Add phone numbers, new users, or entire new locations from your admin web portal.
• Easy to deploy: Installation is often as easy as configuring your account from a web portal, plugging desk phone hardware into the internet, and downloading the mobile app.
• Award-winning support: Rated #1 on Gartner, Frost & Sullivan, G2, and GetVoIP, Nextiva is also a Stevie® Award winner for Sales & Customer Service.
• Rapid expert training: Our trainers can provide on-premises, 1:1, or remote training with webinars to help you get the most out of your unified communications solution.

Imagine you’ve put in weeks of work to get a new customer on board. You’ve walked them through your product, tailored the pricing plan to their budget, and checked in to make sure they’re happy.

Two months down the line, you get the notification: they’ve closed their account.

Now, you’re back to square one, sourcing new leads and working hard to move them through the sales cycle.

This is where customer retention management comes in. It helps you create long-lasting relationships with each customer, keeping them loyal to your brand.

Your contact center agents are the key to accomplishing that. They’re the ones talking to customers day in and day out, figuring out what they need, and putting out fires.

Here, you’ll learn more about customer retention management and its benefits — with seven strategies to leverage your contact center solution to nurture vital customer relationships, ensuring they stick around for the long haul.

What Is Customer Retention Management? 

Customer retention management is the set of processes and strategies you implement to keep your existing customers happy and loyal to your brand. The ultimate goal of any customer retention program is to increase customer engagement, reduce customer churn, and support a healthy bottom line.

Key functions of customer retention management

• Prioritizing existing customer relationships as highly as attracting new ones
• Delivering value at every stage of the customer journey, from the first time they hear about your offering to after they’ve made a purchase and need support
• Engaging customers actively through multiple channels — like your contact center, social media, and email — to understand and meet their needs
• Maintaining positive relationships through efforts like timely customer service, personalized interactions, and high-quality products or services
• Asking for, listening to, and acting on customer feedback consistently to make your products and services, including the overall customer experience (CX), even better

Why You Should Prioritize Customer Retention Management

Keeping your customer retention rate up can significantly increase the customer lifetime value (CLV), reduce the cost of acquiring new ones, and enhance the overall experience and satisfaction of your customer base.

Let’s look at what makes customer retention important in more detail.

1. Increased CLV

CLV represents the total amount you expect a customer to spend on your products or services over their entire relationship with your business.

Your current customers already trust and value your company, so they’re more likely to make repeat purchases and recommend your brand to others, increasing their CLV.

A recent study out of UC Berkeley found an exponential relationship between customer retention rates and CLV.

Basically, the longer your customers stay with you, the more value they bring to your business. This value rises at an increasing rate.

2. Reduced customer acquisition costs

Your customer acquisition costs (CAC) are the amount of money you spend to get a new customer.

This includes expenses like advertising, engaging potential customers through your contact center, and conducting direct sales outreach.

When your current customer base is happy and stays with your company longer, you don’t need to spend as much on customer acquisition. Plus, satisfied customers tend to recommend your business to people they know. These referrals help you get new customers without having to spend a dollar on marketing or sales to acquire them.

3. More opportunities for upselling & cross-selling

Upselling is when you encourage a customer to buy a more expensive version of a product they’re already interested in.

Here’s an example of upselling from Dollar Shave Club:

Cross-selling, on the other hand, means suggesting related products or services that complement what the customer is buying.

Here’s an example of cross-selling from Galaxus:

Loyal customers who already like what you offer and have had a positive experience with you are more willing to check out new products and services and expand their relationship with you.

Imagine you’re a customer success manager at an online shop specializing in photography equipment. You’re collaborating with the sales department to identify people who’d be open to buying the new camera lens you’ve just started offering.

You have two options:

Kevin	Eve
Kevin is a loyal customer who’s bought equipment and camera accessories from your store five times in the last year. He reads most of your newsletters and recently praised your customer support in a survey.	Eve knows of your brand but hasn’t bought anything yet. She’s hesitant, doubting whether your products are worth the investment or will significantly improve her photography.

Which of these two customers is more likely to buy your new, premium camera lens? Kevin, with his loyalty and firsthand experience of your product quality, or Eve, a potential but uncertain customer?

Kevin, right?

4. Better understanding of customer needs

Through your customer retention efforts, you’re constantly in touch with your customers.

This close contact lets you see what works for them and what doesn’t. Understanding their needs and pain points helps you make smarter choices about your products or services.

It takes the guesswork out of product development and service enhancements so you’re using real feedback to make things they’ll love.

This makes your offering customer-first, which can boost your revenue and overall user experience.

5. Improved CX

To retain your current customers, you need to maintain high standards of quality and service.

This includes:

• Offering personalized experiences, like using customers’ names in communications, remembering their preferences and purchase history, and making tailored product recommendations
• Ensuring first-call resolution and solving customer issues in a single interaction
• Following up regularly post-service to ensure customers are happy with their purchase
• Implementing loyalty programs to show appreciation for their continued business

As you focus on nurturing your current user base, you’ll naturally create a better CX for them, turning one-time buyers into long-term fans.

Remember, great customer service is the reason 88% of customers stay with a brand.

It also boosts word of mouth, making three out of four people more likely to recommend a company to others.

Seven Strategies for Managing Customer Retention in Your Contact Center

Here are seven customer retention strategies to help you hang on to your best customers:

1. Create personalized CX
2. Offer proactive customer service
3. Train reps to resolve issues quickly
4. Offer omnichannel support
5. Create a customer feedback loop
6. Empower your agents
7. Choose the right contact center platform

1. Create personalized CX

Offering your customers personalized experiences helps make them feel understood and valued by your company.

It also makes it easier to exceed customer expectations, making them more likely to keep coming back.

A 2021 Segment study revealed that surveyed customers are 60% more likely to become repeat buyers after a personalized shopping experience — a 16% increase from 2017.

This number is expected to rise. According to Salesforce, 73% of customers expect better customization as technology advances.

One way to achieve this is by tailoring interactions based on customer history, preferences, and feedback, but remember to always keep it in balance.

“Be transparent about how the customer data was gathered. Using the customer’s name or referring to their recent order is usually a good way to personalize their experience. But personalizations can go from relevant to creepy when the customer notices that the personalized recommendations or offers are based on information they didn’t willingly disclose to the company.”

~ Edita Vaskeviciute, Director of Customer Support at Omnisend

Let’s say you have a customer who gave feedback about needing more detailed tutorials for your product. You can use this data to make each interaction feel personal and relevant.

For example, the next time they reach out, you can acknowledge their feedback and provide links to step-by-step guides or offer a one-on-one walk-through session, specifically addressing the areas they found challenging.

You can use a CRM or CX platform to help you keep track of this information.

Pro tip: Nextiva’s Customer Experience tool unifies all your customer communications and gives your reps a clear view of each prospect and customer’s sentiment and history.

The next time a customer contacts you, your reps can instantly access their previous concerns and preferences, allowing for a more informed and personalized conversation.

2. Offer proactive customer service

Offering proactive customer service means identifying and responding to an issue before the customer even reaches out.

This approach shows customers that you’re attentive and committed to their satisfaction, which can build trust and reduce churn rate.

According to Gartner, it can even result in a full point increase in a company Net Promoter Score — a call center metric measuring how likely customers are to recommend your business to others.

Consider using customer data analytics to anticipate potential issues or trends.

For example, if data suggests new users find your software’s setup process complex, send out easy-to-follow guides and tutorials during onboarding.

You can also set up FAQs, knowledge bases, and AI chatbots. These resources can often resolve smaller issues before they escalate. And since they don’t require agent intervention, they free up your people’s time.

Finally, “using automation can also be very helpful,” says Edita, “especially in sending proactive notifications [and checking in] about order status updates, relevant recommendations, service errors, planned maintenance, delays, and similar issues.”

3. Train reps to resolve issues quickly

According to a HubSpot study, 60% of survey participants rank a rep’s quick response and ability to resolve issues as the top reason they keep making repeat purchases.

Consider training your agents to aim for first-call resolution. This means teaching them to solve a customer’s issue in just one interaction.

You can do this by:

• Investing in training programs that focus on both product knowledge and problem-solving skills, like using real case studies and recordings from past customer interactions to teach your agents the best ways to handle similar situations
• Giving reps the tools they need to solve problems quickly and reduce average handle time, like comprehensive guides, clear decision-making rules, and better access to experts for tricky situations
• Monitoring common pain points to identify root causes of frequent calls so reps can prepare a list of solutions in advance
• Setting up role-play exercises where reps can practice tackling these issues in a low-risk environment — consider pairing more experienced reps with junior ones so they can pass on first-hand experience and share their best customer service tips

4. Offer omnichannel support

Omnichannel customer support means connecting with your customers wherever they are, whether through phone calls, social media, email, or live chat.

This allows you to offer customers seamless, high-quality support through all channels.

It ensures that they always have a consistent and reliable way to reach you, improving customer satisfaction experience and building their loyalty to your brand.

Ideally, consider linking all channels to one support tool. This way, switching between channels is smoother for your team, and your customers don’t have to repeat the same information.

“If channels are supported separately,” says Edita, “ensure consistent branding and messaging across all platforms. [You can do this] by assigning a dedicated support agent or team to manage this aspect, or by collaborating closely with the responsible team.”

5. Create a customer feedback loop

Creating a customer feedback loop means regularly asking for and listening to what your customers have to say about their experiences.

Using this insight to make improvements to your products or services ensures you’ll continually evolve based on what your customers tell you they want.

You can gather customer feedback through touchpoints like:

• Surveys
• Emails
• Feedback forms
• Direct interviews with individual customers or focus groups
• Social media channels
• Community forums
• A dedicated space on your website for ad-hoc feedback

The exact method you use for collecting feedback depends on the nature of your work, your customers, and the kind of information you’re looking for.

“We have our contact center folks call every client a day or two after [the arborist’s visit] to ask for feedback. This ensures a good feedback loop cycle and closes each project on a good note.”

~ Kaustubh Deo, President at Blooma Tree Experts

This team found that following up through their call center yielded the best results. Your customers, on the other hand, might prefer short surveys embedded on your website or to just leave comments under your social media posts.

Whatever method you choose, make sure to let customers know that you’ve heard their feedback and are working on addressing their concerns or implementing their suggestions. This can boost their loyalty and encourage them to become repeat customers.

6. Empower your agents

According to a CallMiner survey, one in four customers decide to switch service providers because the call center advisers they interact with are inexperienced or lack the necessary knowledge to help them.

Slightly more than one in four (26.9%) people decide to switch because agents fail to respond to their problems quickly enough.

But agents that have the skills and authority to make on-the-spot decisions can solve problems more quickly and confidently, helping reduce turnover and improve satisfaction.

These decisions could include offering a discount after a shipping delay, waiving a fee, or upgrading a service.

Here are some tips to do this:

• Provide comprehensive, ongoing training, like workshops or online courses so your reps can keep improving their skills and feel more confident in their roles
• Encourage a culture of ownership so your support team members feel like they contribute to improving customer satisfaction
• Help your agents understand their customers better by giving them access to detailed customer profiles, including past purchases, preferences, and previous feedback or issues

Pro tip: Nextiva’s Call Pop instantly shows your reps a breakdown of the caller’s most important information before they pick up the phone so your people can provide better, more personalized service.

7. Choose the right contact center platform

The right contact center software brings all your customer communications together, making it easier for your reps to get a clear picture of each customer’s history and preferences.

This insight helps them anticipate potential problems and tailor their approach to each individual.

Plus, the more detailed customer information they have, the more they can personalize their service and build genuine customer relationships, increasing the number of customers you retain over time.

Retaining Your Customers Is Easier With Nextiva

Customer retention management helps you boost customer loyalty, increase CLV, reduce CAC, and provide a better CX. It also helps keep your revenue steady, as keeping your current customers is more cost-effective than acquiring new ones.

Of course, with constantly changing customer expectations and insufficient resources, maintaining high retention rates can be hard. Contact center platforms like Nextiva can make it easier for your agents.

Here’s what you get when you choose our AI-powered contact center solution:

• A unified communications dashboard so everything you need is in one place, letting you manage customer interactions more easily
• Call recordings for ongoing coaching
• Automatic call distribution functionalities to automatically direct calls to the best agent for the job
• Call analytics to view data points like talk time and abandoned calls and know where to improve
• Customer satisfaction surveys at any stage of the customer journey so you can understand their needs and sentiments in real time and keep stepping up your game

You’re at a restaurant where each server interacts with customers differently. One shouts orders across the room, another takes them tableside, and another does everything on a mobile app. Line cooks must constantly switch between communication channels to ensure that the dishes leaving the kitchen meet diners’ expectations.

Confusing and inefficient, right? 

This chaotic system is what it feels like when businesses don’t use a customer engagement platform (CEP). Fragmented communication channels silo customer data and create inconsistent customer experiences (CX) that tank satisfaction scores.

So, let’s explore the features and benefits of bundling your customer communication into a single platform designed for engagement.

What Is a Customer Engagement Platform?

A customer engagement platform is a unified software solution that empowers businesses to enable, manage, personalize, and track customer interactions across communication channels.

This comprehensive tool acts like a command center for support, sales, and marketing teams. It integrates the capabilities of a customer relationship management (CRM) platform, help desk, contact center, and more to meet customer expectations.

Customer engagement software unifies customer interactions across touchpoints, providing seamless, personalized customer experiences that foster loyalty, streamline support, and drive business growth.

Today, consumers want to talk to brands on their channel of choice and at a time that suits them. Providing consistently engaging customer experiences across channels and touchpoints is the foundation of a unified customer experience. 

Email

Email marketing boasts a staggering 4,200% ROI — and when a company personalizes emails, this can increase open rates by 26% and revenue by up to 760%, according to Campaign Monitor:

CEPs equip your team to craft targeted, personalized email campaigns based on preferences in your CRM tools and customer behaviors across channels.

For example, a customer follows your e-commerce brand on social media. Using a CEP, you can email a promo code when an item they’ve “liked” goes on sale. In this way, you maximize engagement and drive conversions in one go.

Social media

Customers are on social media (a lot), and 90% of users follow at least one brand. A CEP facilitates social media listening, letting you engage directly with customers on their chosen platforms and provide real-time support from the same dashboard.

These perks help your team build an active, engaged community, foster brand loyalty, and breed brand advocacy.

SMS and messaging apps

In 2024, 79% of consumers opted to receive texts from businesses — an 11% surge from 2023. With 81% of consumers checking their SMS notifications within five minutes of receiving a text, this channel boasts the highest open rates.

A CEP allows your team to leverage SMS and messaging apps (WhatsApp, Twilio, etc.) for direct, immediate customer communications: think urgent updates, appointment reminders, delivery notifications, password reset requests, and more. Plus, you can manage and automate these conversations in one central location in the cloud.

Web chat and chatbots

Real-time assistance is mandatory for customer satisfaction, yet most brands can’t hire reps for 24/7 support. That’s why AI is estimated to drive 95% of customer interactions by 2025, per stats compiled by Gitnux.

These tools offer real-time customer support on your website, answering FAQs, directing customers to your self-service knowledge base, or deflecting simple inquiries to free up your human agents for complex issues. 

Mobile apps

Mobile apps are a cornerstone of customer engagement. A CEP that integrates with yours can amplify the ROI of push notifications for personalized promotions, in-app messaging for targeted support, loyalty programs to drive customer engagement, and more.

Key Capabilities of a CEP

The best CEPs offer a comprehensive suite of functionalities and integrations. These equip your team to deliver exceptional customer experiences that elevate your entire customer engagement strategy. 

Omnichannel support

In a multichannel ecosystem, your brand engages with customers and provides support through multiple channels (phone, email, social media, etc.). However, these channels operate independently, leaving your teams in the dark about what transpires in each silo.

Omnichannel customer service and support unify and integrate the customer journey so that every interaction, regardless of the chosen device or communication channel, feels like a seamless continuation of the previous one. 

This means a support agent can access a customer’s help tickets, transcripts from prior phone calls, social media messages, purchase history, and more. They never have to ask customers to start over or repeat information. 

This holistic data informs more empathic, engaging conversations and drives faster resolutions. More meaningful, personal customer interactions are gold for your business, considering that:

• Nearly 60% of consumers have higher customer expectations for service and support than they had a year ago.
• Almost two-thirds think the most important thing a company can do to provide a good customer experience is value their time.
• And 76% will stop doing business with a company if they have just one bad experience.

Customer data platform

Data is king. In unified customer experience management, the more first-party data your business collects from your CRM software and other channels, the more relevant and personalized your customer engagement strategies.

CEPs integrate customer data platforms to provide a centralized data source. Everything from your customers’ demographics and purchases to their website behaviors and chatbot transcripts creates a holistic customer profile.

This 360-degree view empowers your team to understand your customers on a deeper level, personalize customer communications, anticipate customer needs, target marketing campaigns more effectively, build lasting customer loyalty, and more.

Personalization

McKinsey research reveals that 71% of consumers expect companies to deliver personalized interactions, and 76% get frustrated when this doesn’t happen:

That’s why Segment reports that 69% of businesses are increasing their personalization spending in 2024:

Leveraging a CEP gives your team a unified customer view to better understand each customer as an individual. You can send personalized push notifications for new product recommendations, discount codes via SMS on their birthday, etc.

Personal touches that land at the perfect time in the customer journey actually work:

• 49% of buyers have made impulse purchases after receiving a personalized experience.
• 76% of consumers say personalization makes them more likely to purchase and 78% say it makes them more likely to repurchase.
• 68% of companies say their personalization efforts have exceeded targets.

Automation and AI

Over 90% of companies now use AI to unlock deeper customer insights and craft individualized experiences. Forget the next wave; it’s a tsunami!

Automation and AI are no longer buzzwords — they’re the driving force of modern businesses. These tools enable humans to get more done and play to their strengths.

• Productivity: Repetitive tasks bog down your team’s productivity. AI and automation tools can take tasks like sending welcome emails, appointment reminders, abandoned cart notifications, review requests, etc., off your team’s plate.
• Customer support: Chatbots and automated responses are a lifesaver for customer support teams:
  • Handle basic requests, freeing up your reps to build rapport with customers and focus on solving complex issues 
  • Intelligently route customers to the best agent for their needs to fast-track resolutions
  • Automate follow-ups with customers
• Customer engagement: Marketing automation can engage customers based on where they are in their journeys using data collection/interpretation, real-time predictions, and suggested actions.

These automations help you turn website visitors into email subscribers or send automatic surveys after customer interactions to gauge sentiments. Your team will see responses directly in the continuous conversation, know how the customer feels, and respond based on intelligent feedback.

Customer journey mapping

You can’t craft an exceptional customer experience without understanding the path your buyers take — from initial brand awareness to purchase and beyond. A CEP empowers your team to visualize and analyze customer interactions across all touchpoints in this journey.

This high-level overview and newfound clarity give your team the ability to:

• Pinpoint roadblocks: Identify areas for improvement and friction points that hinder progress in the customer lifecycle.
• Discover engagement opportunities: Uncover moments within the journey where you can proactively engage with customers to foster loyalty and advocacy.
• Craft targeted communication: Tailor your communication strategy to meet specific customer needs at every stage. Develop targeted messaging templates based on common product/service use cases, equipping your team to deliver exceptional service consistently across channels.

Analytics and reporting

CEPs provide access to real-time customer engagement metrics. You can monitor customer behaviors, campaign performance, resolution times, and your team’s overall effectiveness. 

Use these insights to improve weaknesses, get ahead of issues, and optimize your engagement strategy to grow revenue and customer retention.

What Benefits Does a CEP Offer Companies?

A CEP supercharges your customer engagement strategy, driving the following measurable results.

Enhanced customer satisfaction

Customers crave a sense of connection — they want to feel seen, appreciated, and respected. So, imagine being able to anticipate customer needs before they even arise, resolve issues efficiently with real-time support, and nurture stronger relationships through personalized interactions. 

These perks lead to significantly improved customer satisfaction scores. That’s the power of a CEP in action!

Nextiva’s CX plug-in also clues your team into the moods of prospects and customers. Real-time alerts from conversations help you predict which customers require immediate attention, fostering a proactive approach to customer happiness.

Improved customer retention

An effective customer engagement solution enhances customer loyalty and reduces churn. Continuous personalized interactions and prompt issue resolutions build stronger customer relationships.

That may be why companies with strong omnichannel customer engagement strategies retain an average of 89% of their customers, compared to 33% for those with weak omnichannel strategies. While this data point is 10 years old, we can only speculate it’s even higher today. 

George Deglin from OneSignal says that increasing customer retention by just 5% can boost profits by up to 95%. All this translates to significantly lower customer acquisition costs for your business, increased customer lifetime value, and a higher, more predictable revenue stream.

Increased revenue

CEPs are money-printing machines.

First, they help your team provide targeted content and automate follow-ups to nurture leads and skyrocket conversion rates. Second, personalized product recommendations, relevant offers, and promotions drive repeat business and increase sales. Third, your loyal customer base becomes brand advocates, sharing positive reviews to expand your reach.

Stats show that companies with the strongest customer engagement strategies enjoy:

• 10% year-over-year growth
• 10% higher average order value
• 25% increase in conversions
• Up to 60% boost in revenue

Operational efficiency

A CEP consolidates customer data into a single platform, eliminating the need to manage multiple systems and reducing administrative burdens. 

It’s the ideal addition to your unified communications as a service solution, blending internet-based phone and messaging into a full-featured communications and engagement platform.

With AI-powered automations and workflows, your agents save time and resources while upgrading their productivity. They provide a higher quality of service and focus more on high-value interactions.

Your business also scores unmatched, budget-friendly scalability. Chatbots handle surges in customer inquiries, acting as a virtual extension of your support team, so you don’t need to increase headcount during peak hours. 

Data-driven decisions

The right customer engagement tools unlock valuable insights hidden across your communication channels. A CEP becomes a central hub for analyzing and translating this data into actionable strategies. This centralized approach allows you to measure the ROI of your customer interactions over time. 

You can see:

• Which channels resonate most with your audience
• Emerging customer behavior patterns and preferences
• Which marketing campaigns drive conversions
• How customer support impacts customer satisfaction scores

These insights equip your team to optimize strategies that maximize engagement with minimal risk.

Streamline Customer Engagement Channels With Nextiva

Customers expect seamless, personalized interactions across every touchpoint. A disjointed approach with isolated communication channels leads to frustration and missed opportunities.

CEPs unlock the highest levels of customer engagement and loyalty. This single, user-friendly dashboard connects your communication channels and provides a holistic view of your customers throughout their lifecycle.

Its benefits are not to be overlooked: increased agent productivity and stronger customer relationships that result in more revenue. 

Stop settling for a fragmented customer experience. Tap into the full potential of your customer interactions with Nextiva.

Traditional call recording has long been the bread and butter of call centers. It enables them to accurately capture conversations, allowing for quality management and monitoring, improved dispute resolution, and targeted agent training.

However, sifting through those audio files can take hours, draining valuable contact center resources. Manual evaluation of call records can also make it difficult to identify trends in customer sentiment, agent performance, or call resolutions — especially given the high volume of calls that contact centers regularly manage.

Fortunately, many recent innovations in call center recording make it easier to observe the interactions between agents and customers.

What Call Center Recording Looks Like Today

Call center recording and analysis historically involved manually recording calls and then reviewing them as needed. Fortunately, call center recording has come a long way and now goes beyond audio to provide a richer picture for both inbound and outbound calls.

Screen recording

In addition to the audio recording, modern call center solutions capture the agent’s desktop screen, showing what they see during the phone call, which potentially includes the customer experience software and the client’s CRM.

Screen recording can be invaluable for the following purposes:

• Troubleshooting: Identify and track technical issues impacting customer interactions to resolve them faster.
• Training purposes: Capture an agent’s call to demonstrate best practices for navigating internal systems and applications, using the recorded calls to provide training resources with real examples.
• Improving internal processes: See how agents are using customer experience software during calls and spot potential areas for improvement and opportunities to optimize customer service processes or policies.

Integrated data capture

Today, many contact centers use VoIP technology, which offers plenty of advanced functionality, including integrated data capture as part of audio recordings.

In addition to the audio file, and potentially the screen recording, advanced call recording systems also collect additional data points, like the following:

• Caller ID: Allows for easier identification of repeat callers and tracking call history associated with caller phone numbers.
• Interactive voice response (IVR) selections: Shows the path a caller took through the IVR system, including the information they accessed and what actions they took (for example, paying a bill or checking an account balance).
• Timestamps: Pinpoints specific moments in the call for quick reference during review, including when a customer received a solution or was transferred to another call center agent.
• Screen recording: Provides a video recording of the agent’s screen, which can be valuable in confirming what information agents see alongside their verbal conversations.

The Shift to Conversational Intelligence

Many businesses and contact centers have recorded customer service calls for quality assurance and dispute resolution. Now, though, businesses can learn so much more from both customer service and sales calls, thanks to conversational intelligence (CI) features.

Speech analytics

Speech analytics uses AI to turn live calls into text via call center telephony, enabling authorized users to efficiently review interactions. This call monitoring technology enhances several key areas:

• Keyword search: Identify specific topics or phrases in live or outgoing calls, using the dialer for focused analysis.
• Sentiment analysis: Extract insights on customer emotions and satisfaction from calls, tracking customer views on support, brands, and products.
• Automated call categorization: Use automation to sort types of calls based on keywords or themes, cutting manual efforts in PBX or Salesforce integrations.
• At-a-glance summaries: Create brief recaps of calls, helping agents and supervisors to quickly grasp previous interactions. Optimize communication without manual effort to transcribe highlights.

Conversational intelligence

CI is a call recording feature that can provide significant insight into the messaging during your customer calls. It can help call centers detect where they can make improvements at all points of the customer experience and then implement them accordingly.

Examples include:

• Identifying coaching opportunities: Flag areas where agents might need to improve their communication skills or their adherence to company policies, including how to better empathize with upset customers or propose personalized solutions.
• Uncovering trends: Analyze call patterns to identify common customer issues or areas that could benefit from improved scripting, training, or support policies.
• Boosting customer satisfaction: Gain a better understanding of customer needs and preferences to provide a more personalized experience. This can directly improve customer satisfaction scores, leading to increased customer engagement and retention.

Benefits of Integrated Call Center Recording Software

Some contact centers rely on standalone call recording solutions like Calabrio or Sybil. These can be effective, but they’re also clunky and inefficient.

Today’s advanced call center solutions offer extensive call recording capabilities within their suite of tools. Multiple benefits come with this integration, whether you’re recording sales calls or customer support calls.

Automatic call recording

Some separate call recording software requires manual processes, resulting in IT obstacles and potentially high-cost API integrations, but native recording features often include the option for automatic recording.

Nextiva’s VoIP phone system, for example, allows call centers and businesses to choose between the following options for call recording:

• Always on: Always automatically record calls.
• Always on, user-controlled: Always automatically record calls with the option to pause and resume recording.
• On-demand call recording: Agents and supervisors can trigger call recording remotely or with their softphone app.

You can also set up automated announcements to inform the caller that their call is being recorded.

Seamless user experience

When using an advanced contact center solution, recording controls are part of the agent’s interface, eliminating the need to switch between applications. This can improve workflow efficiency and reduce errors, enhancing the customer experience.

Cloud contact center software makes it easier to manage customer calls in real time, even leveraging CRM integrations to provide agents with more advanced customer data. The ability to record calls — including pausing and resuming them — is at their fingertips as they deliver the best customer service possible.

Enhanced data management

Automatically linking call recordings to call data (including phone number and call duration) within the contact center platform allows for effortless real-time search and retrieval based on various criteria. This delivers more personalized experiences for each individual customer.

Improved reporting & analytics

Integrated call recording data provides a comprehensive view of call center performance and customer interactions. This empowers data-driven decision-making to optimize agent training, improve customer satisfaction, and boost overall call center effectiveness.

Call center managers can use call monitoring and customer support metrics to better understand the true customer experience, agent performance, and customer sentiment.

Security & compliance

All call centers need to consider data security and compliance with privacy regulations. Integration with specialized contact center solutions can offer advanced security and built-in privacy compliance features.

The Payment Card Industry Data Security Standard (PCI-DSS), for example, regulates over-the-phone payment processing. Businesses cannot store card validation codes, even if they’re encrypted, so it’s vital to be able to pause recordings while customers share payment data.

The healthcare industry must also take special care regarding HIPAA compliance. Nextiva has specialized HIPAA-compliant services for healthcare organizations, automatically removing some functions, like voicemail-to-text transcription.

Finally, businesses with customers in European territories should consider GDPR, which requires that all participants consent to call recording. Leveraging automatic call recording announcements at the beginning of each incoming or outbound call can help maintain compliance, and you can also include the disclosures in agent prompts for good measure.

Nextiva: Your All-in-One Call Center Recording Solution

More contact centers are moving away from traditional call center recording tools and opting instead for an integrated, well-rounded solution with advanced features. So, if you’re looking for the best call center software with an all-in-one recording solution, look for integrated platforms like Nextiva.

Take advantage of Nextiva’s call center solutions, which include the following benefits:

• More efficient call center workflows: Raise your customer experience metrics and agent performance with Nextiva’s call recording software.
• Security and compliance: Ensure your call recording procedures meet legal requirements as well as industry standards.
• Worry-free call recording: Implement advanced recording tools in your contact center to capture every conversation clearly. The system is reliable, with a 99.99% uptime.
• Maximization of your existing tech budget: Benefit from Nextiva’s straightforward, transparent pricing and industry-leading support.

Nextiva offers dedicated contact center solutions, which include AI-powered features for inbound, outbound, and omnichannel customer interactions. Our software is scalable for call centers of all sizes.

If you’re running large-scale sales and marketing campaigns, you need outbound call center software. It will provide all the tools and features required to coordinate call center campaigns across multiple channels to ensure efficiency and consistently deliver the best customer experience. 

What Is Outbound Call Center Software?

Outbound call center software is a specialized tool designed to facilitate and manage the outgoing communication activities of a call center. It automates and streamlines the process of making calls to customers or prospects for various purposes such as sales, customer updates, appointment setting, or market research. 

A key function of this software is to improve the productivity of an outbound call center. It achieves this by utilizing features such as auto-dialers and intelligent call routing systems, which help connect call center agents to customers or prospects quickly. 

Call center software provides tools for real-time performance monitoring, helping managers make data-driven decisions to enhance operations.

Unlike inbound call center software, which fields customer inquiries, outbound call center solutions are commonly used for sales, customer service, and other call center campaigns. 

Key Features to Look for in an Outbound Call Center Software

The best outbound call center solutions offer the following capabilities:

1. Automated dialing systems

Automated dialing systems are core features of an outbound call center software. They optimize the calling process by automating the dialing sequence, significantly increasing efficiency by reducing agent idle time. 

There are three primary types of dialers:

• Predictive dialer: This is the most advanced dialer. It uses algorithms to predict when an agent will be available and dials multiple numbers in advance to ensure that there is always a call waiting as soon as the agent finishes their current call. It is particularly useful in high-volume call centers because it maximizes talk time and minimizes idle time.
• Power dialer: This dialer automatically dials the next contact as soon as the current call is complete. It’s less aggressive than a predictive dialer, ensuring that agents have a brief moment between calls. This can lead to better call quality because agents have time to prepare for each call.
• Preview dialer: This dialer gives agents a chance to see the next customer’s information before deciding to dial. This allows more personalized service, as the agent can prepare for the call by reviewing notes or history, leading to potentially higher success rates in calls that require more context.

2. Call scripting

Outbound call centers have built-in call scripting software to guide conversations with customers. 

The software lets you create pre-written templates for different customer conversation contexts, such as cold calling, responding to customer inquiries, troubleshooting issues, and de-escalating frustrating situations. Agents can use these scripts as they are or tweak them to match the specific customer interaction. 

For example, in industries where regulatory compliance is mandatory, scripts ensure that all the necessary information is conveyed correctly and that legal guidelines are followed. This reduces the risk of non-compliance and potential legal issues.

Call scripts ensure a consistent delivery no matter which agent customers interact with, enhancing the overall customer experience. 

3. Call recording and monitoring

When selecting outbound call center software, prioritize advanced call recording and monitoring features that offer real-time tracking of agent-customer interactions. 

This functionality is essential for supervising call quality and ensuring agents provide a consistently high-quality customer experience. It also plays a crucial role in compliance, allowing managers to verify that conversations adhere to industry regulations and company policies.

Furthermore, the recorded calls serve as useful training material. By reviewing real-life interactions, new and existing agents can learn effective communication strategies and quickly rectify any shortcomings in their approaches, thereby enhancing their overall performance. 

This is also applicable to sales teams, as it allows them to analyze conversations as they happen, identifying key customer cues that may signal new sales opportunities or areas where additional product training is needed. These immediate insights help sales professionals adapt their strategies on the fly, significantly increasing the likelihood of closing deals.

4. Reporting and analytics 

Choose call center software with robust reporting and analytics features. At the very least, the software should allow you to monitor key metrics, such as the number of inbound, outbound, abandoned, and missed calls throughout each day.

You’ll use this information to optimize your call center operations. For example, if you notice you’re receiving many inbound calls during a particular time of the day, you can assign more agents to cover that period.

However, to truly leverage the power of analytics, look for features that go beyond simple metrics. Advanced software solutions offer detailed insights into call durations, wait times, and resolution rates. They also provide tools for deeper analysis, including trend detection, peak load forecasting, and behavior segmentation. 

5. CRM integration

A good call center software integrates with your customer relationship management (CRM) tool for seamless data exchange. This integration facilitates the smooth exchange of data between the two systems, ensuring that agents have immediate access to comprehensive, up-to-date customer profiles, including purchase history, customer preferences, service records, and health scores.

With CRM integration, every interaction within the outbound call center is instantly updated in the CRM, maintaining a consistent and current view of the customer’s status. This synchronization helps in personalizing customer interactions, as agents are always informed about the latest developments in each customer’s journey. It also prevents the duplication of efforts and reduces the chance of errors, which can occur when agents need to switch between multiple platforms.

Customer updates in the outbound call center are automatically reflected in the CRM tool. Agents can also use the embedded click-to-dial button to initiate customer calls from the CRM tool without switching to the outbound call center software.

Plus, integrated CRM systems typically include productivity-enhancing features such as click-to-dial functionality. This feature allows agents to initiate calls directly from within the CRM by simply clicking on a customer’s phone number, which eliminates the need for manually dialing or switching applications. This not only speeds up the response time but also ensures a smoother workflow, allowing agents to spend more time engaging with customers.

6. Omnichannel communication

Coordinating customer communications across channels can be challenging. That’s why good outbound call center software lets you centralize all your customer touchpoints — from email to social media and live chat — in one place. 

The key benefit of omnichannel communication is that it ensures consistency in customer interactions. For example, if a potential customer first reaches out through email and then follows up with a phone call, the agent handling the call will have immediate access to the email conversation. This continuity eliminates the need for customers to repeat information, thereby enhancing the customer experience and reducing the time spent on each interaction.

This integrated approach allows for personalized customer service. With full visibility into the customer’s journey across channels, agents can proactively address concerns, anticipate needs, and offer tailored solutions informed by previous interactions. 

Outbound Call Center Software Use Cases

An outbound call center solution has several business applications, including:

1. Sales and lead generation

Outbound sales software provides end-to-end telemarketing solutions, such as CRM integration, predictive dialing, and performance tracking, for large-scale sales and lead generation campaigns.

CRM integrations give agents access to up-to-date customer and prospect information, including contact details, previous interactions, and purchase history, to tailor sales pitches and improve the chance of success. 

Agents can initiate calls from the CRM or outbound calling software via a click-to-call button instead of manual dialing. You can also set up predictive dialers to auto-dial numbers and route the answered calls to available agents for increased call center efficiency. 

The software tracks and analyzes performance metrics, such as call volume, conversion rates, and average call duration, helping managers optimize their sales and lead generation campaigns and improve results over time.

2. Customer satisfaction surveys 

Outbound contact centers have embedded survey tools for measuring customers’ feelings after every interaction with your business. 

You can build customer satisfaction and net promoter score surveys and automatically administer them at the end of every customer interaction via email, live chat, or SMS. Then, you can filter the results by the most positive and most negative responses. 

Agents can call the customers in these categories to better understand their perspectives and gather in-depth feedback in real time. 

3. Market research

Outbound call center software solutions are useful for gathering first-party data for market research. First-party data refers to data a company collects directly from its customers, usually through surveys, polls, and one-on-one conversations. 

For large-scale quantitative data collection, you can use the software’s built-in survey tools to administer polls and surveys across all customer touchpoints, including social media, emails, and live chatbots. Consider organizing direct telephone conversations with small-sized focus groups by customer segment for qualitative feedback.

4. Debt collection

Outbound call center software can help you streamline debt recovery through call scripts and automated follow-up messaging. 

You can create Fair Debt Collection Practices Act (FDCPA)-compliant call scripts to guide your reps through debt recovery conversations. This ensures that all calls comply with FDCPA rules. 

An automatic message can play before connecting calls to a live agent, informing recipients that the call is an attempt to collect a debt. 

Instead of manually following up on payments, you can program the call center software to send pre-recorded messages or emails to debtors who have missed payments on specific schedules, making debt collection more efficient.

5. Appointment setting

Outbound call center software can double as a centralized scheduling system. For example, you can block standard business hours for appointments so your customers know when agents or salespeople are available for meetings. You can set up autoresponders for appointment requests made outside business hours and reroute these requests to live agents. 

Once an appointment is confirmed, the software will send customers reminders via email or text message at specific intervals so they don’t miss it. Multiple agents can view and manage the same schedule, limiting double bookings or scheduling conflicts.

Best Outbound Call Center Providers

Here are the top outbound call center solutions for your organization. Read on to see which features and pricing stand out for outbound calling. 

1. Nextiva 

Nextiva is a robust cloud-based call center solution with outbound capabilities. Unlike traditional call centers, which are restricted to a specific location, Nextiva handles all calls via the internet, enabling flexible and distributed communication. This means your agents can deliver the same customer experience from anywhere, whether on-premise or remotely.

Top features

• CRM integration: You can connect Nextiva to other business applications, like your CRM software, giving your agents instant access to customer data for more personalized interactions. They can also make calls directly from the CRM without switching apps — improving call center efficiency. 
• Nextiva app: NextivaONE allows agents to make outbound calls, sign into call center queues, and chat with team members on the go. It integrates seamlessly with your existing Nextiva phone system, so you can access all of your contacts, call history, and voicemail from one central mobile app. Plus, it’s easy to use and available for iOS and Android.
• Workforce management: Nextiva provides a suite of tools for efficient call center management, including a call monitoring dashboard, scheduled reports, and visual call analytics. For example, you can track call queues, agent performance metrics, and average call quality in the live call monitoring dashboard. You’ll use this information to optimize your call center operations. 
• Automated dialer: Use Nextiva’s click-to-call feature to make outbound calls with a single click. Your call center agents can make phone calls directly from NextivaOne or your CRM software by clicking a single button instead of dialing a phone number manually, eliminating human error. 

Why choose Nextiva?

Enterprise-grade mobility

Nextiva’s VoIP systems provide unmatched enterprise-grade mobility, allowing you to conduct business seamlessly, whether you’re working remotely or from the office. 

With the NextivaONE App, your business gains a robust, secure solution for full mobility. This technology ensures that you can always stay connected and manage business operations from any location, enhancing flexibility and efficiency. 

The app facilitates reliable communication and integrates various business functions into a single platform, streamlining processes and boosting productivity. By adopting Nextiva, you are equipping your business with a powerful tool that supports a dynamic, modern workforce. 

Security and reliability designed for enterprises

Nextiva’s security and reliability are specifically engineered for enterprise needs, ensuring your communications infrastructure never lets you down. Boasting eight points of presence and carrier-grade data centers, Nextiva offers an impressive 99.999% uptime. 

This means you can consistently maintain flawless communication with your customers without interruption. By leveraging one of the world’s most dependable enterprise-ready voice networks, Nextiva provides you with a seamless, secure, and robust platform that can handle any business demands. 

This high level of reliability and security ensures that every interaction is safeguarded, giving you the peace of mind to focus on growing your business and enhancing customer relations. 

Actionable voice and business analytics

With customizable dashboards and wallboards, Nextiva enables you to tailor your monitoring tools to meet the needs of your organization, enhancing oversight and driving performance at all levels. 

Ready-to-use analytics ensures you can make informed decisions quickly, optimize operations, and boost productivity throughout your company. By leveraging these powerful analytics, you position your business to excel by continuously improving strategies and achieving key performance targets. 

Your enterprise communications partner

Nextiva stands out as your premier enterprise communications partner backed by award-winning customer service. Nextiva has garnered top ratings from industry-leading authorities such as Gartner and Frost & Sullivan. 

To show our commitment to excellence, Nextiva ensures you have 24/7 access to our customer support team, which is ready to assist you at any time. Additionally, you can enhance your experience with our Professional Services add-ons, which offer hands-on consultations tailored to your specific communications needs.

By choosing Nextiva, you are selecting a partner recognized for its dedication to quality and customer satisfaction, ensuring your enterprise communications are in expert hands.

Track and analyze your entire pipeline for valuable hidden business insights

By monitoring the complete customer journey — from initial lead generation to the end of the lifecycle — you can capture every interaction along the way. This comprehensive tracking and analysis offer a detailed view of your customer engagements, allowing you to refine strategies, enhance customer relationships, and drive business growth.

With Nextiva, you gain the tools to understand the nuances of your operations and make data-driven decisions that propel your company forward. 

Pricing 

Nextiva’s call center plan starts at $50 per user/month. With this, you get unlimited call queues, intelligent call distribution, and up to 500 queued calls. 

2. Five9

Five9 is a call and contact center solution that mostly caters to mid-sized and enterprise businesses with complex needs. It offers AI-powered predictive dialing, omnichannel communication, and advanced analytics to improve customer engagement and optimize agent productivity.

Top features 

• Predictive dialing: Five9 uses predictive dialing to reduce agent wait time in between calls. The system relies on smart software to predict when an agent will be free and how long it will take for the next call to be answered. This minimizes the wait time between calls, improving call center efficiency.
• Omnichannel communication: Five9 brings all your customer communication channels, including email, SMS, and voice calls, into a central platform, allowing you to power customer communication from one place. It helps you create a unified and personalized experience for the customer, regardless of the channel they choose to use.
• Advanced analytics: Five9 provides a central data repository where you can track everything about your call center and agent performance. It also supports real-time and historical performance tracking, speech analytics, and call quality monitoring.

Pricing

Five9’s voice-only plan costs $175/month and offers blended calling features (inbound and outbound), call recording, and 24/7 customer support. To access more features and platforms, you’ll need to upgrade to its higher-tiered plans.

3. Genesys 

Genesys is a highly customizable contact center platform that offers outbound calling solutions, including workforce engagement and automation tools. It’s also hosted on the cloud, delivering call center flexibility for enterprise businesses. 

Top features

• Customer journey orchestration: Genesys analyzes customer behavior and uses this information to personalize their experience at every stage of the customer journey until they make a purchase. It helps you give customers the right information at the right time and nudge them towards action. 
• Workforce management: Genesys Cloud’s workforce management tools help supervisors schedule agents, forecast call volumes, and manage staffing levels to ensure optimal service delivery.
• Real-time analytics and reporting: Supervisors can access real-time metrics and insights into contact center operations to identify trends and make data-driven decisions.

Pricing

Genesys’s voice-only plan costs $75/month and offers voice outbound campaigns, performance dashboards, and speech-enabled interactive voice response. 

What to Consider When Choosing Outbound Call Center Software 

Beyond features, you should consider scalability, pricing, ease of use, and security when choosing a call center software solution. Let’s examine these criteria further.

1. Pricing 

Choose outbound call center software that offers the best value for your budget. If you’re a small business, consider choosing a call center provider that offers flexible pricing plans without locking you into expensive long-term contracts. 

You should also check for ad-hoc costs outside monthly subscription fees, such as the maintenance and license fees, as they can rack up quickly. An outbound call center solution might have a low base fee, but adding all the other fees may blow your budget, so be sure that you can comfortably cover all its costs long-term before investing.

2. Scalability 

Choose a call center solution that scales with your organization. It should be able to expand its bandwidth to accommodate business changes, such as an increase in customers, agents, and channels. 

Switching call center software every few months makes your team inefficient. Each time a new software is implemented, the team must learn the ins and outs of the new system, which can be time-consuming and confusing. This learning curve can reduce productivity as team members struggle to navigate the software and adapt to its features.

3. Ease of use

Ensure that the call center software is easy to set up and use. Ideally, you shouldn’t require any advanced technical skills and knowledge to implement the software for your call center. 

It should have self-service resources for troubleshooting issues independently. A responsive support team should also be on standby to answer your questions and help as needed.

4. Security

Ensure the software has robust security features to protect sensitive customer data. It should offer voice call encryption to protect the information exchanged during outbound and inbound calls. 

It should also meet global security standards like SOC 2, HIPAA, and PCI to guarantee data security across all channels. 

Make Outbound a Breeze With Nextiva

You don’t need to invest in separate call center software for inbound and outbound campaigns. You can enjoy the best of both worlds with Nextiva. 

Nextiva offers a robust platform with outbound capabilities for lead generation, sales and market research, and inbound calling features for fielding customer inquiries. It’s affordable, easy to use, and scales with your business. 

Learn more about Nextiva’s comprehensive contact center solutions for your business.

Outbound Call Center FAQs