MightyCall’s achievement in the G2 Awards is a testament to our dedication to meeting and exceeding customer expectations. G2, a platform known for its detailed software reviews, bases its awards on user feedback and market presence data. To be acknowledged, a product must have received at least 50 approved reviews in the previous year. Among 485 products, MightyCall was ranked 35th in the Best Customer Service Products category, a clear reflection of the positive impact of our solutions on our users’ businesses.

This recognition is significant because it is based on the genuine experiences and satisfaction of our users. Being part of this select group shows MightyCall’s importance in the technology sector and our role in advancing customer service solutions. Here are a few kind words our users had to share over the past year:

“After using the MightyCall our agent’s accountability has been increased as we can monitor live calls and provide call center report to them. We can set our call flow design and recorded greeting messages for our callers with AI feature to monitor call quality. That’s why surely recommended to my colleagues.” – Shweta.R, Marketing Support Specialist

“The price seemed too good to be true, and I thought they must compromise functionality for it – in fact, they do not! They simplified the experience and the system to be a modern phone system, compared to 90% of others who feel like they were programmed in the 90s. Review collected by and hosted on G2.com.” – Verified small business user

“Business portability without exposing personal phone numbers. Being able to have customers reach me and me reach them while in the field is a must, and MightCall allows me to do this without handing out our personal cell phone numbers. It has also replaced the digital phone system that I had before, and allows me to customize voicemail and calling hours. Allowing so much flexibility on the answering system setup and giving the customers an option to ring through after hours for emergencies. And give us instant access to Voicemail from anywhere.” – Rainer T., CEO 

As we celebrate this achievement, we want to thank our users for their trust and feedback, which continue to inspire our work. This award is a reflection of our shared commitment to providing solutions that make a real difference in the way businesses connect with their customers.

To everyone who has been a part of our journey—our users, partners, and team members—this achievement belongs to you. Together, we are making a mark in the industry and driving the future of customer service technology.

Thank you for being with us on this journey. Let’s keep moving forward, creating, and leading in the digital world.

The post MightyCall wins G2’s Best Software 2024 Award first appeared on MightyCall.

• What is an outbound dialer?
• How does an outbound dialer work?
• Types of outbound dialers
• Choosing the right type of outbound dialer
• Pros and cons of outbound dialers
• Who uses outbound dialing?
• Top 3 providers for outbound dialers
• What now?

What is an outbound dialer?

An outbound dialer is advanced technology designed to improve the productivity of call agents. It transforms the traditional, manual process of dialing into an automated one, allowing agents to concentrate more on customer interactions, engagement, and conversion.

How does an outbound dialer work?

Outbound dialers automate the process of making phone calls, integrating key functions to improve call operations:

• Uploading a list of contacts: Users import contact lists from sources such as CRM databases or spreadsheets into the dialer system. This step organizes and targets the appropriate audience for each call campaign.
• Scheduling calls: The system enables users to set specific times for calls, with options to adjust based on time zones, customer availability, or agent schedules. This ensures calls are made at optimal times.
• Providing live transcriptions and summaries: Many dialers use AI to generate real-time transcriptions of calls, converting spoken words into text for immediate review. Summaries, often derived from these transcriptions, highlight key points or actions from each call.
• CRM system integration: Outbound options integrate with CRM systems, allowing for smooth data flow. This ensures agents have up-to-date customer information, making calls more informed and personalized.

Together, these features improve the effectiveness of call campaigns, enhancing both agent productivity and customer experience.

Types of outbound dialers

Preview dialers:

• Function: Preview dialers allow agents to view contact details before making a call, facilitating calls that require a personalized touch based on the customer’s background or previous interactions.
• Use case example: A healthcare provider uses a preview dialer to review patient histories before outreach calls. This allows for more informed discussions about health plans or appointment scheduling.
• Best for: Useful for campaigns that require a personalized touch. Agents can view comprehensive customer information before the call, allowing for a more informed and individualized communication approach.

Power dialers:

• Function: Power dialers automatically connect agents to the next contact once they complete a call, reducing waiting time. Ideal for campaigns requiring a continuous flow of calls.
• Use case example: In an insurance company, a sales team uses a power dialer to contact potential customers. Once an agent finishes a call, the dialer immediately connects them to another lead, increasing customer outreach and potential sales.
• Best for: Favored in contexts where customer experience and conversion are crucial. These dialers automatically connect agents to the next call, facilitating more time for meaningful customer interactions.

Progressive dialers:

• Function: Progressive dialers are similar to power dialers but offer a brief pause between calls, allowing agents to prepare for the next interaction.
• Use case example: A customer service team in an e-commerce firm uses a progressive dialer for handling queries and complaints. The dialer ensures agents have a short period to review upcoming customer information, leading to more prepared and effective interactions and thus improving customer satisfaction.
• Best for: These are ideal for high call volume environments where reducing agent idle time is essential. They are effective in situations where quick and frequent customer connectivity outweighs the need for personalized calls.

Agentless dialers:

• Function: These outbound auto dialers use IVR systems for automated messaging or informational campaigns, eliminating the need for direct agent involvement.
• Use case example: An event management company uses an agentless dialer to send automated reminders about event dates and times to attendees, ensuring widespread message delivery without manual calling.
• Best for: Best for mass notification campaigns or when direct agent interaction isn’t required. Utilizing IVR systems, these outbound dialers automate calls for broad information dissemination, such as alerts or general announcements, without needing direct agent input.

Choosing the right type of outbound dialer

Selecting the suitable outbound dialer is based on your business’s specific requirements and the nature of your call activities:

1. Analyze call volume and type: Assess the volume and nature of calls in your call center. Predictive dialers might suit high-volume centers, while centers focused on detailed customer interactions could benefit from preview or progressive dialers.
2. Consider your team’s workflow: Evaluate how your team operates. Progressive dialers, offering breaks between calls, might be ideal for preparation, whereas power dialers could suit continuous call requirements.
3. Evaluate technical compatibility: Check that the dialer integrates well with your existing systems, such as CRM software, ensuring smooth operation.
4. Understand your business goals: Align the dialer with your business objectives. If customer engagement is a priority, consider dialers that allow for personalized interactions.
5. Budget considerations: Look at the costs of different dialers in relation to their potential returns. Advanced systems might have higher initial costs but could offer more benefits in the long run.
6. Compliance and legal requirements: Make sure the dialer meets industry regulations and legal standards, particularly if you operate in multiple regions.
7. Trial and feedback: If possible, test the dialer before full implementation and gather feedback from agents on its usability and effectiveness.

Pros and cons of outbound dialers

1. Improved agent productivity: Automation of dialing tasks allows agents to concentrate on customer interactions.1. Call drop risks: Automated outbound dialing can lead to an increased number of abandoned calls, especially with predictive dialers.

Outbound dialers bring a balance of pros and cons. They improve agent productivity, simplify campaign management, and offer better customer data management, leading to increased satisfaction and scalability. However, they also pose challenges. Businesses must carefully evaluate these factors against their specific needs and objectives to determine if an outbound dialer aligns with their operational strategy and growth plans.

Who uses outbound dialing?

• Sales teams: For generating leads and reaching out to customers.
• Customer service centers: For efficient customer support and service.
• Debt collection agencies: To improve the collection process.
• Healthcare and nonprofit organizations: For patient engagement and reaching out to donors.

Top 3 providers for outbound dialers

MightyCall

MightyCall offers a rich list of features for call centers, small, and mid-sized businesses. It combines SIP technology with modern telephony, including high-quality voice calls, scalable voice channels, and strong security measures. It’s straightforward to set up and has excellent customer support, suitable for call centers transitioning to trunking.

Pros:

• User-friendly interface with regular updates.
• Advanced security protocols.
• High-quality voice calls.

Cons:

• Less appropriate for very large organizations.
• Limited customization for intricate setups.

Price:

• Core Plan: $15 user/mo, billed annually, 3-user minimum
• Pro Plan: $20 user/mo, billed annually 3-user minimum
• Enterprise Plan: Custom pricing, 10-user minimum

Best for: Call centers and small to medium-sized businesses looking for a straightforward software with good pricing plans.

Features:

• Call analytics and monitoring.
• Roles and permissions settings.
• Multi-level IVR.
• Direct inward dialing.
• Options for disaster recovery.

Location: Primarily serves the USA and Canada, also suitable for businesses with international operations.

AutoReach

AutoReach is an outbound dialer software recognized for its intuitive interface and rapid deployment. It’s ideal for businesses needing a quick setup for their call operations, accessible for teams with various skill levels.

Pros:

• Intuitive interface.
• Rapid deployment.
• Suitable for various team skill levels.

Cons:

• Requires an integration with a different VoIP service.
• May lack features for larger enterprises.
• Limited integration with non-standard CRM systems.

Price: Customizable and is calculated on an individual basis.
Best for: Small to medium-sized teams seeking an outbound auto dialer software.

Features:

• Simple management for outbound calls.
• Call scheduling and management.
• Basic call performance analytics.

Location: Focuses on North America but suitable for businesses in various regions needing outbound call dialing.

Dialpad

Dialpad is known for its integration with AutoReach and advanced AI transcription features. It’s a solution for businesses integrating their outbound dialing systems with AI for more productive customer interactions.

Pros:

• Integration with AutoReach.
• Advanced AI for call transcription and analysis.
• Call management tools.

Cons:

• Higher cost than simpler systems.
• Potential learning curve for AI features.

Price:

• Standard Plan: $15 user/mo, billed annually
• Pro Plan: $25 user/mo, billed annually
• Enterprise Plan: Custom pricing

Best for: Mid-sized to larger businesses or call centers needing integrated AI tools for enhanced customer interaction.

Features:

• AI-based call transcriptions.
• Detailed analytics and reporting.
• Integration with CRM and business tools.

Location: Strong presence in North America, also suitable for international businesses needing advanced AI in communication.

What now?

Integrating an outbound call dialer is a significant move for businesses aiming to improve their call operations. MightyCall suggests carefully assessing your specific business requirements, the volume of calls managed, and the training level of your agents when selecting an outbound dialer. The right choice depends on understanding your call dynamics, the abilities of your team, and matching these with the functionalities of different dialer types. By taking into account these essential aspects, businesses can choose a dialer that not only meets their immediate operational needs but also supports future growth, ensuring visible results and success in customer communication efforts.

The post Understanding the Outbound Dialer: A Guide first appeared on MightyCall.

The concept applies to most areas of life, but it carries a special message for small business. To feel certain that the product or service you’re offering is a “wow” experience is one of the most powerful goals a business can have. And the surest way to wow customers is by encouraging customer feedback through a thoughtful combo of skill and technology.

Getting customer feedback may sound straightforward: send out a nice email, pop up a 5-star rating box, and voila! you’ve got a review. But step into user shoes for a moment. Remember how often we take it for granted that a product intuitively grasps our needs or is stuffed to the brim with cool features. Or how many feedback requests we’ve ignored in the past month.

How do you avoid the trap of poorly optimized feedback, disinterested, or grumpy customers? What digital tools should you use, and which ones should you drop? We asked five global experts in small business to share insights accumulated through years of experience.

Let’s go!

1. Encourage customer feedback via different channels

Company info: OpsRamp | SaaS | California, USA

Any time when you struggle with a substantial amount of ignored customer feedback requests, it’s time to rethink your customer feedback strategy. The problem is most likely the communication approach, which is not convincing enough to your audience (even if it works for someone else).

Gerardo Rodriguez, Senior Technical Support Manager at OpsRamp, relates how a revamped feedback strategy impacted his company.  “Previously, our Customers had a very limited amount of ways they could deliver feedback to us. Once we started tracking how feedback was coming in, we noticed our engagement was quite low, so we decided to make changes to our processes.”

The changes implied a greater range of feedback channels and results were quick to show. “Since we’ve given our Customers multiple options for providing feedback and we follow up on it, it helps us make better decisions.”

“[Formerly], engagement on feedback inquiries was below 8% but is now at 34%,” Gerardo adds.

Tracking your active customer interaction channels is key to getting the most productive feedback. Channels to encourage customer feedback include: Customer Feedback Management (CFM) apps and services, Customer Relationship Management (CRM) or Case Management System (CMS) services, Phone, E-mail, Social Media, Google Reviews, web reviews, Chat, Surveys, and more.

2. Don’t leave customers second-guessing (and don’t do so yourself)

Company info: Edge Marketing | Digital Services | Gold Coast, AUS

A lot of failures in life are a result of second-guessing. Instead of plainly asking, we lose hours ruminating over what other people think and want. In a business environment, second-guessing is even more ridiculous and will always lead to poor ROI. If we turn the tables, though, the same applies to your clients. You should never leave customers wondering about the credibility of your business.

After encouraging feedback from customers, Sean Clancy, SEO Director at Edge Marketing in Australia, became aware of a customer service problem. “As we are an online agency, people expected us to be on Facebook messenger or emails all day every day. [The most surprising feedback] was us not being available 24/7.”

Thanks to timely feedback, Sean implemented digital tools that help users in different geographies feel equally heard and cared about.

“We did implement auto-responses on our FB and email systems to let people know our working hours and when they are likely to receive a response if they contact us outside of those days and times.”

For an online business, where 30%-50% of sales go to the business that responds first, such a simple tweak in customer experience made a lot of impact.

Learn more: 5 Customer support tools that work while you sleep

3. AI is good; people are better

Company info: MightyCall | SaaS | California, USA

In marketing and sales, businesses use a lot of automation tools to facilitate processes. But like every digital tool, automation can become a wall between you and your clients when used as a replacement for human connection.

Anna Miranchuk, our own award-winning Product Manager at MightyCall, explains the importance of picking up the phone and finding a personal approach to every client. “We use several successful feedback channels. Some, like our live support, e-mail, and feedback forms, are always available. When launching new functionality, we always include a feedback request right in the new interface.”

If you’re a growing business, getting live feedback over the phone shouldn’t be taken lightly.

“It’s usually thoughtful, rather than spontaneous communication that gives the best results,” Anna underlined. 

Here are the essential components Anna mentions as critical to successful customer feedback over the phone:

• Select your target audience prior to the phone call
• Share the subject of your conversation in advance
• Allow the customer to schedule the date/time by themselves
• Map out the goal of the conversation, why you wish to talk to this person in particular, and jot down important questions
• Always be flexible and get a feel of the person you’re talking to, adapting your questions as you go. Often it’s the unexpected turns that lead to the deepest insights!

4. Get customer feedback  across to the right people

Company info: English Blinds | E-Commerce; Retail  | England, UK

Being in retail and online businesses at the same time is a tough double act. For such companies (or any growing business), gathering successful feedback from many channels is only half the deal. The critical part is getting information across to the right people. Unfortunately, that is precisely the stage where many businesses stumble.

John Moss, CEO of English Blinds, shares a story where feedback could’ve easily been overlooked. Instead, it became a game-changing impulse for his business.

“We manufacture and retail window blinds and dressings and our showrooms are divided up into specifically themed sets,” John says. “One [set] was carpeted, prompting a comment on the feelings and associations generated by that new carpet smell. [It] was something of a revelation for us was when a customer commented on the…impact that [smells] have on the shopper experience and buyer journey.”

Sensory marketing is a popular “trick of the trade” in food industries (e.g. that fantastic freshly-baked bread smell in your local supermarket makes you eager to shop). Nevertheless, it’s easy to see how feedback like that could have been ignored in the home improvement sector. Instead, John’s team gave it due attention and passed the right info to the right people.

The resulting changes, John adds, were considerable.

“We built on this feedback to… produce an immersive shopper experience, and targeting multiple senses, particularly one with such a strong association with memory as smell. [It] became something of a game-changer for us.”

5. Use uplifting feedback to boost company values

Company info: Hollingsworth | Logistics | Michigan, USA

Feedback comes in many shapes and sizes. There’s positive, sunny feedback that makes your day brighter. There are angry social media trolls who project negative vibes to ruin your day. And then, there’s feedback that will leave you thinking because it’s not about some cool feature or service to implement, but your deeper company values.

This is something that Pat Donovan, Director of Operations at Hollingsworth, a logistics company catering to the whole of North America, encountered. “One client asked us to provide a waiting room because truck drivers are often exhausted and want to be comfortable,” Pat shares. Many a company would overlook a concern that wasn’t “top priority”. However, Hollingsworth saw it as an opportunity to invest in values.

“We know their concern is valid and want our clients to feel like family. [As a result] we revamped our waiting rooms and made them more interactive and friendly with snacks and drinks.”

The fact that the company noted this feedback expressed by one client speaks tons about its customer service and core values.

Why is customer feedback important?

• Adapting to customer needs: Understanding and responding to customer feedback is crucial for meeting their evolving expectations and enhancing their satisfaction.
• Business growth and innovation: Gathering insights from various sources can lead to innovative ideas, helping businesses stay ahead of the competition.
• Quality improvement: Regular feedback helps in identifying and fixing issues, leading to continuous improvement in products and services.
• Brand loyalty: Engaging with customers and valuing their opinions fosters a sense of community, enhancing brand loyalty and advocacy.
• Market relevance: Feedback keeps businesses aligned with market trends, ensuring they remain relevant and successful in a dynamic environment.

Time to start collecting feedback!

The journey of a small business is filled with challenges and opportunities. By embracing diverse perspectives, focusing on customer feedback, and staying adaptable, small businesses can carve a unique path to success. Balancing strategic planning with a passion for innovation allows them to grow and thrive in a competitive landscape, turning obstacles into stepping stones for achievement. In the world of small businesses, the right approach and dedication can transform aspirations into realities.

The post 5 Ways to Encourage Customer Feedback Like a Pro first appeared on MightyCall.

Here are just a few reasons as to why we think this should be the case.

Balancing work and personal life from home

So I’m going to be honest here, organization is something I struggle with. It takes a conscious effort for me to stay organized. I know for some folks it comes naturally, and for some others…well, you are like me. And I don’t necessarily just mean in terms of keeping your desk neat and tidy- I mean with life.

What does this all have to do with working from home? Well let’s face facts: it’s easier to do things when everything is in one place. Being able to walk across your house or into the next room of your apartment, sit down, and bang out whatever work you have to do is infinitely easier than having to have all of your working materials at…well, work.

Plus, now that it’s 2020, there are plenty of ways for you to actually make working from home work for you. As we said above, before the advent of the internet this would have been basically impossible. But now, companies have moved forward; the advent of telephony services like MightyCall make it possible to essentially conduct all of your business from afar, without losing any of the ability to work you would have otherwise had if you were at your office.

Saving time: the hidden benefit of home offices

So there’s something else about working from home which is not often talked about, at least not by your boss (or, if you are your own boss, it’s something you may not even admit to yourself): working from home is just…easier. And it’s not lazy to admit that! It just IS easier. For example, here’s how the normal 9 to 5 job works: you wake up at 7:30, sleep your way through breakfast, drive to work, and then sit at your desk for 8 hours.

You might not actually need to be there for all 8 hours—I think anyone who has worked in an office can tell you that you definitely don’t need to be there for all of those 8 hours—but you have to be there nonetheless. Then, you’ll drive home, cook dinner, and watch a show or read a book for a bit before going home. If you have any social events during the week, they’re usually crushed in and guarantee you can’t get any chores done, meaning that you’ll get to spend one of two weekend days cleaning your toilets. If you have kids, it means that for a majority of the week, you won’t get to see them.

Here’s working from home: get up at 8, 8:30, casually eat your breakfast. Start working from your other room (or heck, your bedroom) at 9, work for a couple hours, then take a long lunch break without your boss tapping his or her foot waiting for you to come back. Take the time to eat, do a chore, walk the dog; then resume working for a bit more, finish the, say, six hours of work you had, and then you’re done by 3 without having to drive home. Greet your kids for the school bus, and have a nice, longer, and fun night.

What working from home can do is free you from the rigid routine of 9 to 5. With companies that allow you to work from home, and software which lets you take advantage of being allowed to work from home, you actually can break free of the same rules which governed your great grandparents when they were working.

Improving the business strategy with efficiency

This one is frankly, self-evident: no one likes commuting. Even if you do not live on the horror show that is Interstate 405 in by Los Angeles (the one that you always see on the news, profusely clogged with traffic), commuting can still be just…un-fun. Even if your city has effective public transport, unless you happen to live near where you work, you’ll still spend a decent chunk of time commuting to work; the average American spends about 26 minutes. There and back, you’re closing in on nearly an hour of travel.

But when you work from home, your commute is about thirty seconds, depending on how far your work station is from your bed. Plus, as we mentioned above, you can take breaks more easily and aren’t forced to just sit at a desk to please your corporate overlords- so that means when you go outside, it’s because you want to, not because you’re expected to.

Understanding the financial benefits of working remotely

 Americans spend thousands upon thousands of dollars a year commuting to work. That’s a huge chunk of cash! That’s a couple of nice vacations. That’s money that can go to loans, or fixing your roof, or toward a car payment, or can just sit in your wallet instead of going straight into your car’s gas tank.

When you work from home, that massive chunk of change disappears entirely. And you’ll probably end up even saving more: think of all the times you didn’t have time to pack lunch, so you bought something from the cafeteria in your building or ran to the restaurant down the block during your break. All the times you put a couple quarters into the vending machine. That stuff *adds up!*

Meanwhile, working from home barely costs you anything. A business phone system from MightyCall, for example, can cost as cheap as only $19.99 a month! Math was never my strongest of subjects but even I can tell that that’s a heck of a lot cheaper than a couple grand a year in gas alone.

Improving business operations from home

What you have probably picked up at this point is that the current system we have of working is…just not optimal. It is severely lacking. It’s far too expensive, eats up time, and just overall makes no sense whatsoever.

When you work from home, those issues disappear, and you can truly optimize your business from top to bottom. No longer being constrained by physical locations is everything- and with a phone system like MightyCall’s, which effectively turns any internet-connected device into a phone, your opportunities will grow massively. Tired of working in only your house? Spend the day in your local coffeeshop, making calls and great deals over their wi-fi. Need to meet with your colleagues? Hire out a temporary co-working space where you can all get together and share ideas and plans of attack.

Plus, if you are not constrained by physical locations, your employees, don’t have to be either. In the past, if the best possible employee you could hire worked three hours away, that hire wouldn’t have worked out. But transitioning your business away from the 20th-century physical model means essentially that you no longer have to worry about hiring second best. Geographic restraints are a thing of the past.

It’s time to try and work from home

The work environment as we know it has evolved. The embrace of remote working isn’t just a necessity borne out of a crisis; it’s a revelation of a more efficient, balanced, and satisfying way of conducting business. Companies and employees are discovering the profound benefits of this shift, from financial savings to enhanced productivity. It’s clear that the traditional 9 to 5 work model is undergoing a fundamental transformation, and working from home is at the forefront of this change.

The post Turn Your Home Into Your Hub: Working From Home Tips first appeared on MightyCall.

There are so many things running through your mind: goals, strategy, how to organize your processes and increase revenue, how to cut potential losses. Although there is no one universal “right” way to own a small business, there are definitely some great examples out there that will inspire you. Let’s look at a few success stories in the world of small companies.

• What are the types of small businesses?
• 15 examples of small businesses
• How to choose a small enterprise to run?
• How to start a small business?
• Small company, great expectations

What are the types of small businesses?

A small business is a pretty general term – there are so many structures, colors, and flavors to them. The most popular kinds, however, are the following:

• Sole proprietorships are an example of ordinary small businesses. They are owned by single individuals who are liable for all business transactions, debts, and lawsuits, unlike LLCs, which protect owners from some legal complications;
• Partnerships, also one of the most popular types of small businesses, are run by two or more individuals who are liable for the financial and legal aspects of all their business operations;
• Incorporated companies: this example is registered with a state to become separate legal entities, independent from its owners and shareholders. This is a significant legal distinction since, in the eyes of the law, an incorporated corporation practically becomes a different “person”. Limited liability is provided to the owners of corporations, and in the event of an owner’s passing, the corporation continues to exist.

15 examples of small businesses

After a thorough analysis of the popular fields in small business, we have come up with a few examples of small businesses for you:

Professional, scientific, and technical services

What is it? This sector includes a great variety of services. Scientists, lawyers, engineers, and a good number of people with STEM degrees reside within this industry. It also includes advertising, specialized design services, tax preparation, and more.
Why is this field popular? The popularity of this sector is directly related to the number of essential industries and niches it encompasses. Scientists and labs are greatly sponsored by the government and private organizations, ensuring that there are workspaces within several scientific fields. The crimes always get committed, and tax forms always get issued, hence the constant need for lawyers and tax advisers. Industries keep growing and require engineers to optimize processes and increase gains, and everything that has been made needs a design, hence the need for specialized design services.
How do you start? Once you have a specialization within one of the niches in this sector, you need to find a good location, one of the larger cities, preferably. If you are currently working for a university, research how much time your contract allows you to spend on your personal business, and whether this branching out will cause a conflict of interest in this small firm example.

Construction

What is it? New construction, additions, alterations, maintenance, and repairs are all included in the construction sector. The companies in this field are typically hired to perform work on a contract: buildings, bridges, or new highways—all these fields are potential niches for your small firm.
Why is this field popular? The constant growth of the human population, as well as the natural decay of existing structures, ensures the need for more workers. This is one of the most common small businesses that requires a large number of people to complete the job, so it has a large number of workplaces.
How do you start? Decide on your specialty: are you better at transporting construction materials, doing the facades, or industrials? Residential, commercial, or both? Research the areas that are most in need of your services. Get familiar with the local establishments, and check whether there are any professional communities that are helping beginners. Based on the location and state, obtain the required licenses and permits you need, gather the funds, and make sure you are prepared to handle the contracts as a local small business.

Real estate & rental and leasing

What is it? This field is all about renting and leasing assets, both tangible and intangible. That means not only property rent and leasing are included, but also patents and trademarks (but not copyrights). This field also includes handling other people’s rent, such as real estate agencies that represent both property owners and buyers. This means: equity real estate investment trusts, rental and leasing of motor vehicles, computers, and consumer goods.
Why is this field popular? Leasing and renting property is always in high demand. You may only want a jetski for the weekend by the lake; a lot of things are only needed for a short period of time, especially in tourist areas. And trademarks are included in almost every major brand out there, coming and going as the companies are passed on or sold.
How do you start? Identify your area of expertise, perform the research, and acquire something you believe will sell well. You will spend a lot of time communicating with your customers; this business is all about being good with people. Estimate the budgets: how big will your sales team be, how much will you need to invest in your project, and how much will a professional phone system cost?

Administrative, support, and waste management

What is it? This industry sector includes large and small companies that support other establishments. This could be anything from security to HR services. Waste disposal, solicitation, office administration, paperwork, cleaning, and surveillance are all included in the Administrative, Support, and Waste Management sector.
Why is this field popular? What franchise doesn’t have paperwork? How quickly will an office become a health hazard without cleaning? Where will the waste from your community go if no one collects it? How does a store function without surveillance? These are just a few rhetorical questions that emphasize the important role administrative, support, and waste management companies play in our society.
How do you start? Choose the specialty you feel comfortable with for this common type of small business and decide whether you can handle it on your own or whether you need a team. Solopreneurship is easier to manage, but multiple people will bring in more profit. Figure out the state and city/town where you would like to become a small business entrepreneur. Larger cities will always have more need for cleaning services than small towns. Take into consideration the licenses and their costs, as well as equipment and tax.

Transportation and warehousing

What is it? The transportation and warehousing sector is all about equipment and support activities related to the modes of transportation by air, rail, water, road, and pipelines. Warehouses are included, as they are considered to be transportation-related facilities.
Why is this field popular? The travel industry is booming once again due to both internal and external tourism. And not just travel—the moving and storage services for all the families and college students, cargo, cruises—they make up so much of American society that it would be impossible to imagine life without them. Regardless of the economic situation, there will always be a need to transport materials or people across the country.
How do you start? Uber was a small transportation startup at some point. It was so successful because it identified a need and managed to successfully fulfill it. Maersk started out as a small family business, and now it is one of the largest and most successful cargo companies in the world. Although your goals may not be as ambitious, looking at how they found their niches may be good inspiration for a local business.

Retail trade

What is it? Store and nonstore retailers make up the most popular small businesses in the retail trade sector. The store retailers operate at fixed locations, like the bike shop down the block, while the nonstore retailers sell their goods via online or portable methods, such as door-to-door solicitation or e-commerce. Nonstore retail also includes vending machine distribution.
Why is this field popular? This is one of the oldest business types if you are interested in being a small business entrepreneur. Selling and reselling goods is highly valued in today’s consumer society, and while many trends come and go, this segment is not going away anytime soon.
How do you start? Identifying the needs of your community is a good start to launching a small business. Take a few days for observation: do you see people who jog at the park looking around in search of where they can buy a water bottle? Is the nearest bike shop miles and miles away? Are there always hungry college students in your town who struggle to get food after everything is closed? After that, all you need to do is make a strategy and launch.

Health care and social assistance

What is it? The health care and social assistance industry includes a diverse range of options for popular small businesses from test centers to private clinics. If you have a medical degree, this small business fits you perfectly. This field is people-intensive and high-risk, but it also holds one of the most important roles in society.
Why is this field popular? People will always need health care, and now there is a virtual niche in the field. Accessibility, low costs, and high demand all make virtual medicine a steady income and a prospective field in the industry. Social assistance is a slightly different example of a business in the field, focusing on the caretaking part of healthcare. Whatever your choice is, chances are there will be demand.
How do you start? You would usually be starting with a medical degree, or at least with getting familiar with the medical field if you have medical professionals on your team. If the market location you are about to enter is saturated already, it’s possible that you’ll have to work significantly harder to gain a foothold. Once you do, however, you will have a chance to build a loyal customer base.

Arts, entertainment, and recreation

What is it? A diverse variety of enterprises that manage facilities or provide services to cater to their consumers’ diverse cultural, entertainment, and recreational interests. Performing arts, education, gambling, museums, and spectator sports are all mixed within this sector. Anything that people enjoy for entertainment is a good description: musicians, actors, fitness trainers, amusement attendants, etc.
Why is this field popular? Watching a movie after work, going to a concert with your friends, taking your family to a museum. It is tough to find an American who does not occasionally enjoy at least one of these things. The expression “bread and circuses” may have originated in the Roman Empire, but the concept is as old as humanity, and it is not going anywhere.
How do you start? Netflix was started by an idea to rent DVDs by mail, which turned out to be a success that shaped the movie industry we know today. A unique sample, sure, but there are smaller businesses in the entertainment industry that are also doing well. The key to becoming this small business owner is doing what you love and finding a way to market it to the right audience via research.

Accommodation and food services

What is it? Anything that includes lodging and/or food for immediate consumption is part of this small business example. Fast food, restaurants, hotels, motels, and all their personnel. Food and lodging are often together, thus they are often discussed as one segment.
Why is this field popular? Without accommodation and food services, tourism would cease to exist, and leaving your house would become far less enjoyable. No Starbucks, no Wendy’s, Waffle House gone. Visiting new locations and small business enterprises while eating new foods is one of the most joyous activities humans take part in.
How do you start? Bed and breakfast, a cute cafe, catering, or hostel business owner: you will need to make your choice. The good thing is that research will be especially fun within this segment: you can go and scout your competitors’ locations. Try their food, look at their places, and meet new people. Then take account of all the things you like about these small businesses in the USA and come up with a plan of your own. Gather resources, set deadlines, and start working towards your dream.

Finance and insurance

What is it? Financial intermediation via asset sales and acquisitions, fee collection, insurance premiums, or annuity considerations and their investment. Financial managers, chief executives, personal finance advisers, analysts—all those people and many others make up the foundation of the financial segment.
Why is this field popular? Finance is involved in everything today, and insurance is just another financial tool. The financial system is crucial to the economy. It facilitates the flow of funds between savers and borrowers, ensuring that financial resources are allocated properly to promote economic growth and development. Medical, construction, transportation: it does not matter which industry you name, finances and insurance are a part of it.
How do you start? This is a popular small business that requires a university degree at the higher levels, especially if you are planning to go into banking. Bachelor’s degrees should be enough for most positions, though. If you want to start a small firm in this field, you will absolutely need experience and legal assistance. Working with money implies great responsibilities, and you will need to make sure you are thoroughly prepared prior to offering your services.

Educational services

What is it? Profit and nonprofit schools, courses, training centers, and universities —all of these are included in the examples of a small company for this segment. Organizations that have teaching and education as their goal could be online, in person, pre-recorded, on TV, etc.
Why is this field popular? Education shapes society, allows you to switch fields and obtain higher qualifications, and improves a country’s quality of life. We start learning from the day we are born, and many continue until their dying day. Just the global EdTech market is projected to grow annually by 19.9% from 2021 to 2028, showing the increasing interest and investment in the segment.
How do you start? This is a lucrative small business field. Would you like to work on upgrading a school’s technology, do you want to start online courses, or are you after the ambitious goal of creating an education center? Narrowing it down will provide you with a clearer business plan. Some fields will demand a license; others, like some online courses, will not. Online courses are the easier way to start, and they require fewer financial investments.

Wholesale trade

What is it? Wholesale trade, as one of the examples of a local business or a larger enterprise, is all about selling and reselling raw and unprocessed products in bulk, such as in agriculture, mining, manufacturing, and some information companies, like publishing. This field also includes transportation, buying, scientific input, moving, and more.
Why is this field popular? Raw materials are in demand, be it recycled plastic that can be used to create new items or clay. The wholesale trade is the link between manufacturers and retailers. Wholesale traders have a lot of influence on market pricing and planning.
How do you start? You will need to know what you are buying and selling to grow your small business. Ideally, it will have to be something that is not yet on the market but will be in high demand. Check if you have any special connections or if there is something only you can deliver to your community. Or do you simply want to be on the scientific side of it, probing the materials? Once you’ve got your place in the wholesale trade chain, focus on the equipment you will need so you can start offering your services in this small enterprise example.

Manufacturing

What is it? This is the next step after the wholesale trade segment. The manufacturing sector is just that: materials, substances, or components are mechanically, physically, or chemically transformed into new products. The scale of the facility varies: a home, a factory, a mill.
Why is this field popular? Quality products are a must for a functional society. Even if it is not about creating original products, taking and fulfilling orders from other companies is also a popular option. Manufacturing is a crucial component of the American economy since almost all the items in use have been manufactured by someone.
How do you start? This is typically something that you have already done if you are planning to start a common small business in this segment. You could also get a loan and purchase a local business from someone else. If you are looking for a way to have everything ready in a shorter period of time, it might be an exciting journey. But before you go all out and buy a mill in New Zealand, make sure you have all the information you can about it to avoid problems.

Information

What is it? Small companies in this field are made up of information processing services, producing and sharing information and cultural elements, as well as providing the means to transmit or distribute these products. This field includes customer service representatives, telecommunications equipment installers, and repairers (with the exception of line installation). This segment is mostly dominated by private industries, but local, state, and federal governments are also involved.
Why is this field popular? There is just so much data. Information keeps flowing as the internet grows, and there is a constant need for more people to manage it. There is also a need for operators who can take care of the equipment.
How do you start? You will require a solid background in this popular business industry. There are many online courses available; some are free, but it is critical that they are up-to-date and taught by professionals, as competence will be essential. Finding clientele should be rather simple due to the demand, but retaining it and keeping everything in check will be a more challenging task that will demand time and stress management.

Agriculture, forestry, fishing, and hunting

What is it? Hunting and gathering, in essence. This small business sector focuses on cultivating crops, rearing animals, harvesting timber, and capturing fish and other lifeforms from a farm, ranch, or their natural environments. If you own a greenhouse, a hatchery, an orchard, or a nursery, you are a part of this segment. Truck and tractor drivers, farmworkers, and logging equipment workers would also be included.
Why is this field popular? This is one of humanity’s most important fields, as well as one of its oldest. Producing food is not an option, it is an absolute necessity. That is why, for as long as this country exists, there will always be jobs in the agriculture, forestry, fishing, and hunting segment.
How do you start? This is a high-risk and high-responsibility field; going into it will take a lot of effort and will definitely pay off once everything works out. Assessing potential risks and necessary investments is a good place to start, and you can certainly start small. You will need to get a variety of licenses and pass a few checks before you are allowed to grow beyond the level of an ordinary small business.

How to choose a small enterprise to run?

Now that we have looked at a few potential small business examples, we should talk about your own. Only something that comes from your heart and is truly unique to you will provide you and the world with a product that will last. Creating a small business enterprise is not just about monetary gain or ambitions; it is about giving birth to something new that will have the power to impact the lives and society it interacts with.

There are a few questions you should ask yourself if you are set on becoming a business owner:

1. Have you assessed your skills and resources?
2. Do you have a clear vision of your product, do you absolutely love it?
3. Does your vision match the practical reality given your resources?
4. Do you have a financial plan and entrepreneurial funding?
5. Have you analyzed the market, is there a demand for your services?
6. Do you have a clear marketing strategy?
7. Will your business structure be able to handle a large volume of clients and orders?
8. Do you have a few backup plans to keep going and growing?

How to start a small business?

The algorithm of action will be different depending on the small business idea you go with, but some steps will be universal:

1. Ensure that your organization falls within your area of expertise. That way, you will not have to frantically search for answers when it comes to running the firm;
2. Get the support you need. Having the people who support you and the finances to rely on can make or break your small organization. It is always better to have a backup;
3. Set the expectations. You will not reach your goal if you do not know what it is. Define the desired outcome, preferably with clear and precise KPIs;
4. Do the SWOT analysis. While making your business plan, write out and define the Strengths, Opportunities, Weaknesses, and Threats for your SMB;
5. Software. Choose the software. Will your team work in the Google ecosystem, or do you have a different cloud service in mind? How will you keep track of tasks, budgets, and KPIs? How will you handle professional communication, so you can have proper work hours, voicemail, an auto attendant, etc?
6. Workspace. Set up a workspace where you will not be disturbed while you are taking care of your small business startup. It can be a room, an office space, or a coffee table in your garden—as long as you get things done with minimal interruption;
7. Legal aspects. One of the most important things to do for any company is to ensure that you are operating within the legal frame, that all fees and taxes are paid, and that in no way you are violating the law.

Small company, great expectations

There’s a common theme in each small company example: you are selling something you have expertise in. It does not matter what the field is as much as the passion, planning, and execution. The top smb’s in all fields are making excellent revenues, so do not choose based on the numbers, start with what you love.
It will take hard work and long nights. You might have to wait a year or two before you reach stability with any of the examples of small business, but that is completely natural. The secret behind most success stories is motivation and persistence. You have what it takes, now it’s time to start your journey and make a difference with your entrepreneurship.

The post 15 Small Business Examples: Most Popular Ways to be a Successful Entrepreneur first appeared on MightyCall.

Softphones for Windows range from basic models that allow you to make audio and/or video calls and send texts to full-blown call center features and business tool integrations. Below, we’ll discuss the best softphone apps for business – including individual apps and softphone services bundled into Voice over IP (VoIP) phone systems. We’ll also deep-dive into features and pricing – all to nail that perfect solution for your team.

1. What is a softphone app?
2. How does softphone software work?
3. Why should your business switch to a VoIP softphone?
4. The list of best softphones
5. Softphone apps comparison
6. Top 15 Softphone for Windows: Overview
7. How we ranked these 15 best sip softphones
8. Key Windows softphone features
9. Pros and cons of softphone apps
10. How to choose a softphone service
11. Verdict: what is the best softphone for business?

What is a softphone app?

“Softphone” is short for “software phone” – an application that runs on your phone, tablet, or computer (laptop or desktop) to place calls over the internet. The app itself looks like an onscreen virtual dial pad (think the dialer on your smartphone) and usually has additional functionality to manage calls. Softphone applications aren’t standalone products – they need a VoIP or PBX phone system to function.

How does softphone software work?

It takes just three essential “ingredients” to make softphone software work on practically any device, and one optional choice.

1. Internet-powered device – you and your team will need a computer, laptop, tablet, or mobile phone – practically any internet-powered device, as long as it’s equipped with a microphone and speakers. Softphone platforms don’t work with regular desk phones.
2. Internet/Wi-Fi connection – the app won’t work without a stable connection to the internet. Whether this is cable internet, mobile, or Wi-Fi is up to you to decide, but the connection in your primary work location must be fast and reliable.
3. VoIP/PBX subscription – You always need to pair the app with a Voice over IP subscription. Many of these providers have native softphone software so you can just get one for the price of two. However, if you don’t like your phone system’s native dialer, there are lots of apps by external providers. In this case, always double-check compatibility with your Voice over IP or PBX provider before buying.
4. Optional: headset – if you have lots of calls coming in or want to improve audio and speaking quality, we suggest using an external professional headset. However, this is optional since all apps will work with your default device speakers and mic.

Why should your business switch to a VoIP softphone?

With a VoIP softphone, your team is free to make and receive business calls away from the office desk phone. Access to your entire business communications is available in the cloud, on desktop and mobile apps. As a result, your business totally eliminates the need for call center hardware and saves thousands of dollars while gaining unprecedented mobility.

The list of best softphones

Now that you have an idea about the product you need, here’s the list of best softphone apps for business that we’ll be exploring in detail in the rest of the post.

1. MightyCall
2. Linphone
3. 3CX 
4. Grasshopper
5. ZoiPer
6. RingCentral
7. Bria
8. MicroSIP
9. Ooma Office
10. Phone.com
11. Sipnetic
12. Line2
13. MizuTech
14. CloudTalk
15. 8×8

Softphone apps comparison

Top 15 Softphone for Windows: Overview

1. MightyCall

MightyCall is an all-inclusive deal – a business phone system for businesses of all sizes that provides local, toll–free and vanity numbers and over 30 calling features and integrations. It also comes with one of the best softphone apps for business already built in. This completely eliminates the need for office desk phones. Remote teams can make and receive calls with no extra hardware, right from their laptop or mobile phone.

First impressions

MightyCall combines a feature-rich business communications system with a sleek, easy-to-use softphone client. The system is compatible with most standard softphones for Windows as well as softphones for Mac. Setup is easy in both cases.

Should you not want to pay anything extra for a softphone system, MightyCall comes with its own webphone accessible in all browsers, and a mobile softphone app. Any team member connected to your account can make and receive business calls straight from their PC/laptop or mobile phone without downloading any third-party software.

Pricing (all per user/per month):

• Free trial: $0
• Business: from $15
• Enterprise: from $150

OS

• Web: all
• Mobile: Android/iOS

Features

• Local, toll-free, vanity business numbers
• Audio calls
• SMS/MMS
• Conference calls
• Standard and Multi-Level IVR
• Business hours call routing
• Call recording
• Auto attendant
• Call forwarding
• Caller ID and CNAM
• Voicemail-to-text
• Call analytics

And lots more.

Integrations

MightyCall offers native integrations with Hubspot, Salesforce, and other CRM platforms. You can also connect MightyCall with over 1500 business apps on Zapier and to WhatsApp Business. All integrations are free on Business and Enterprise plans.

Pros & Cons

Best for:

Mid-sized and small businesses

Customer service

MightyCall is prized for its live customer service, available via live chat, phone, and email. Plus, free help is always available to all clients with phone system setup, integrations, and any questions they may have.

User reviews:

G2 rating: 4.5

2. Linphone

Linphone is a free open-source softphone app for making voice and video calls over the internet and using texting. Developers can modify and even rebrand Linphone or book those services from the product development team. This makes it a flexible solution for enterprise clients.

First impressions

A free product with all the basic call management features, it’s definitely one of the best softphone apps for small business. Linphone’s softphone for business will be a nice fit for anyone who needs an out-of-the-box calling solution, especially for calling from laptops/PC.

Pricing

Free open source product

OS

• Desktop: Windows/Mac
• Mobile: Android/iOS

Features

• Audio/video calling
• Chat/messaging
• Call forwarding
• Call and chat history
• File sharing
• Contacts
• Call recording

Integrations

Linphone for desktop integrates with web browsers

Pros & Cons

Best for:

Businesses in need of free solution; clients looking for a modifiable open-source product

Customer service

According to users, problems may arise with after sales and it’s recommended to use chat for customer service.

User reviews:

G2 rating: 4.1

3. 3CX Softphone

3CX softphone is a solution for knowledgeable businesses looking for an annual subscription plan. The service runs in the Cloud on all operating systems, but as a desktop softphone for Windows only. Compatibility includes Windows 10, 8.1, 8, or 7 SP1, with 10 preferred. 3CX does offer a constantly developing web client and useful Chrome extensions.

First impressions

If you have previous experience of using softphone applications and are looking for a best softphone windows product, 3CX is the no-hassle product to buy and get on with your business day. However, note that the product’s pricing model is unique among competitors: it’s based on the number of simultaneous calls a business handles.

Pricing

• Free plan for up to 10 users
• Pro version – from $145/year for 4 simultaneous calls and unlimited users

OS

• Desktop: Windows
• Web: all OS
• Mobile: Android/iOS

Features

• Audio/ Video calls
• Messaging
• Auto attendant (1 on the free plan)
• Ring group (1 on the free plan)
• Call history
• Call recording (only Pro plan)
• Call Queues (only Pro plan)

Integrations

Includes WhatsApp integration on the free plan. Additional Microsoft 365 integration on the Dedicated Pro plan.

Pros & Cons

Best for:

Small businesses that use a softphone for Windows

Customer service

Support with 3CX setup and troubleshooting is available through several channels: email, phone, and chat.

User reviews:

G2 rating 4.4

4. Grasshopper

Grasshopper is a business phone system that comes with desktop and mobile dialers that can be used to place calls online. As a long-standing Voice over IP provider, Grasshopper softphone apps come with standard virtual telephony features.

First impressions

Pricing

• Solo: $29/mo up to 3 user extensions
• Partner: $49/mo up to 6 user extensions
• Small business: $89/mo for unlimited users

OS

• Desktop: Windows, MacOS
• Web: All browsers
• Mobile: Android, iOS

Features

• Business phone numbers
• Audio calls
• Messaging
• Conference calling
• Call forwarding
• Call handling
• Virtual Receptionist
• Virtual faxing
• Voicemail and voicemail transcription (add-on)

Integrations

Grasshopper has no native integrations with CRM systems. It can integrate with these programs only through Zapier or API.

Pros & Cons

Best for:

Mid-size teams with a need for standard calling functionality

Customer service

Their website suggests using the FAQs and Documentation to solve problems. If this doesn’t fit your criteria, there’s an option to “Call Support” at the end of relevant FAQ articles.

User reviews:

G2 rating: 4

5. ZoiPer 5

ZoiPer is a popular softphone for business. It’s available on all popular platforms and devices and is best known for high audio and video quality, fast technology, and powerful functionality on the pro plan.

First impressions

ZoiPer 5, the service’s latest product, offers a free plan. But as the company itself suggests, this product is for non-commercial use and offers no functionality beyond audio calls.

Companies should look into buying the ZoiPer 5 license which, for a one-time fee, gives access to calling features. If you already have a business phone number, are familiar with softphone applications, and need a lifetime license without subscription fees, this is one of the best softphones for you.

Pricing

Non-commercial use: Free
ZoiPer Pro: $49.95 per license/ one-time purchase

OS

• Desktop: Windows, Mac, Linux
• Web: All browsers
• Mobile: Android, iOS

Features

With Pro license:

• Audio/Video
• Instant Messaging
• Call history
• Call forwarding
• Voicemail
• Click-to-call
• Auto-answer
• Event rule handling
• Call recording

Integrations

Premium version: Microsoft Outlook

Pros & Cons

Best for:

Small businesses with previous experience of using softphone software

Customer service

Support for technical issues is available only through the contact form on the Zoiper website. When you fill out the form, it creates a ticket which is then attended to within one business day according to Zoiper.

User reviews:

G2 rating 4.4

6. RingCentral

Ringcentral is one of the veteran virtual phone number providers. Like most enterprise-level virtual telephony platforms, it comes with its own softphone system. However, the features of this phone system and its pricing model are designed for large businesses.

First impressions

While the platform offers some advanced functionality, its small business plan is one of the priciest and most minimalistic in the industry. A team of 3 would pay almost $90 per month for just…100 talk minutes included! CRM integrations are available only on the premium $45 monthly per-user plan.

Pricing

Essentials plan – $29.99/mo per user
Standard – $37.99/mo er user
Premium – 44.99/mo per user
Ultimate- $59/99/mo per user

OS

• Desktop – Windows, MacOS
• Web – all
• Mobile – Android, iOS

Features

• Business phone numbers
• Voice calls
• Video calls (only on Standard plan and above)
• SMS
• Voicemail to text
• Internet fax (only on Standard plan and above)
• Conferencing (only on Standard plan and above)
• Video meetings with up to 200 people (only on Premium plan and above)
• Extensions up to 8-digit (only on Premium plan and above)
• Call recording (only on Premium plan and above)
• Real-time analytics (only on Premium plan and above)
• Hot desking (only on Premium plan and above)
• Advanced call handling (only on Premium plan and above)

Integrations

Integrations vary based on plans: no integrations on Essentials plans, Microsoft 365, Google, and Slack integrations on Standard plans, CRM integrations (Salesforce, Zendesk, etc.) and industry-specific integrations (Canvas, Smarsh etc.) on Premium ($44.99/mo/user) plans.

Pros & Cons

Best for:

Large teams/companies; enterprise clients

Customer service

The company offers 24/7 support on Standard plans and above

User reviews:

G2 rating 3.9

7. Bria

Bria (formerly X-Lite) is another top softphone compatible with most virtual telephony including MightyCall. Bria offers four solutions for different-sized businesses or individuals. Bria Solo Free and Bria Solo are made for freelancers and solopreneurs, while Bria Teams is the solution for multiple users.

First impressions

Compared to its competitors Bria Solo Free has extremely limited functionality. Their paid plans, though, are on the lower-pricing end and are a good starter deal to make/receive calls from laptops and mobile phones, with multi-device and multi-platform support, and a chance to upgrade later.

Pricing

Bria Solo Free: Free
Bria Solo: $2.95/mo, for single users only
Bria Teams: $4.95/ mo

OS

• Desktop: Windows, MacOS
• Mobile: Android, iOS

Features

•  Audio calls
• Video calls (not available on Bria Solo Free plan)
• Call transfer (not available on Bria Solo Free plan)
• Call waiting (not available on Bria Solo Free plan)
• Call blocking (not available on Bria Solo Free plan)
• Messaging (only for Bria Teams)
• Screen sharing (only Bria Teams)
• File sharing (only Bria Teams)
• Call recording (only Bria Teams)

Integrations

Contact management is available on Bria Solo plans and higher. Available services:

• Microsoft Outlook
• Microsoft Office
• Apple Mac address book
• Google Workplace suite
• LDAP active directory

Pros & Cons

Best for:

Solopreneurs and small teams

Customer service

According to some reviewers, customer support may be difficult to reach.

User reviews:

G2 rating: 4.4

8. MicroSIP softphone

Another free, open-source softphone provider, presently available for Windows OS users. Some of its most attractive characteristics are the features provided for free and its lightweight presence on your hard drive (>2.5MB) and RAM usage (>5MB).

First impressions

MicroSIP is a lightweight, simple softphone for Windows only (Windows XP/Vista/7/8/8.1/ Windows 10). It’s a great fit if you need a free dialer to go with your existing virtual phone system, and for remote workers and entrepreneurs who need a non-hardware tool for making and receiving business calls out of the office.

Pricing

Free

OS

• Desktop: Windows
• Mobile: No

Features

• Voice calling
• Video calling
• Voicemail
• Call forwarding
• Messaging
• Contact
• Presence indicators (if supported by SIP server)
• Call history
• Call recording

Integrations

Not available

Pros & Cons

Best for:

Remote workers and small teams

Customer service

The company doesn’t handle inquiries on setting up the account, SIP, and connection problems. These problems, according to their website, should be addressed to your service provider.

User review

G2 rating: 4.2

9. Ooma Office

Ooma Office is a comprehensive, high-rated business telephony service for offices. Generally speaking, Ooma is different from other providers in this list: its product doesn’t really need a computer to function. Ooma sells separate hardware – IP desk phones to go along with its service, though it also offers a softphone for PC.

First impressions

At first glance it seems Ooma Office is built around desk phones and IP adaptors that would connect a standard office to a virtual phone system and avoid call forwarding to computers or mobile phones. However, on the Pro plan, Ooma does offer native softphone software.

Pricing

• Essentials: $19.95 per user per month
• Pro: $24.95 per user per month
• Pro Plus: $29.99 per user per month

OS

• Desktop: Windows, MacOS (desktop app on Office Pro and above only)
• Mobile: Android/iOS

Features

• Business phone numbers
• Audio calls
• Virtual receptionist
• Virtual fax
• Call forwarding
• Call park
• Ring groups
• Extensions
• Multi ring
• Call recording (on Pro plans and above)
• Video conferencing (on Pro plans and above)
• Call queue (on Pro plans and above)
• Voicemail
• Voicemail transcription (on Pro plans and above)

Integrations

Salesforce integration is available only on the highest-tier plan, Ooma Office Pro Plus.

Pros & Cons

Best for:

Small business office use

Customer service

Support is available via documentation manuals and phone 24/7.

User reviews:

G2 rating: 4.5

10. Phone.com

Phone.com is a virtual phone system offering phone numbers, call routing features, and functionality to place calls via internet-powered devices. Their softphone application is built around the Cloud software and mobile experience and doesn’t include a desktop calling app.

First impressions

The company boasts that it designed the product for small businesses with an eye on cost-effective service. However, on all plans, including Pro, it offers only 1 business phone number per user included. The service has a web panel and mobile app that function as a dialer. The mobile app has user-friendly UI with a simple, easy-to-use menu of features.

Pricing

• Basic: $14.99/mo/user
• Plus: $19.99/mo/user
• Pro: $29.00/mo/user

OS

• Web: all
• Mobile: Android, iOS

Features

• Business phone numbers
• Audio
• Video conferencing
• Messaging
• Business hours
• Auto attendant
• Voicemail and transcription (the latter on Pro plan only)
• Call routing
• Fax from phone
• Call recording (on Pro plan only)
• CRM integration (on Pro plan only)
• Call analytics (on Pro plan only)

Integrations

The Pro Plan includes integrations with AllProWebTools CRM, Chrometa time tracking, Zoho, office suite, and Zapier. However, there are no native integrations with the most popular CRM like Hubspot and Salesforce, PipeDrive, etc.

Pros & Cons

Best for:

Small business, solopreneurs

Customer service

The website boasts 24/7 service via live chat, email, and phone.

User reviews:

Rating on G2: 3.3

11. Sipnetic

Sipnetic is a free and ad-free softphone application. It may be used with your VoIP, PBX, or enterprise telephony provider. Currently available only for Android, it boasts quite an interesting set of features for a freebie, which makes it applicable as a softphone for business.

First impressions

Sipnetic UI is slick and modern and resembles apps like Skype. The contact list has presence indicators, so you can view contacts that are online. The app supports calling in 3G/4G and WI-FI. It is available in several languages. It can also be easily configured via QR code.

Pricing

Free

OS

• Mobile: Android
• Desktop: no
• Web: no

Features

• Audio/video calls (audio in a variety of codecs)
• Instant messaging with voice chat
• Multiple SIP accounts
• Multiple calls
• On Hold
• Attended transfer
• Experiential walkie-talkie mode
• Echo cancellation
• Encryption

Integrations

Integrates with system contacts

Pros & Cons

Best for:

Work from home, freelancers

Customer service

As on most free apps, customer support isn’t generally available. The only contact on their website is a general email address.

User reviews:

Google Play rating: 4.0

12. Line2

Line2 does what it says: provides a second, separate phone line for business. As a basic business phone line, you can count on it to replace office hard phones and start making business calls from its mobile and desktop apps. It may not have one of the best VoIP softphones, but it’s a no-fuss starter option for solopreneurs and very small businesses.

First impressions

Unlike all of the above services, Line2 is totally minimalistic. It offers only a single plan, billed monthly or annually, at a more attractive price. The plan comes with unlimited calling in the USA/Canada, unlimited SMS/MMS, and basic PBX features.

Pricing

$15.99/mo when billed monthly or $13.75/mo when billed annually

OS

• Desktop: Windows, MacOS
• Mobile: Android, iOS

Features

• Business phone numbers
• Audio calls
• Messaging
• Call forwarding
• Call blocking
• Call screening
• Voicemail recordings
• Voicemail transcriptions
• Caller ID

Integrations

Not available

Pros & Cons

Best for:

Solopreneurs, small teams

Customer service

Support is available via phone and email.

User reviews:

G2 rating: 2.7 

13. MizuTech

Mizutech is a softphone for windows that can be connected to any SIP server. MizuTech offers several products: MizuPhone Basic, a free product, MizuPhone Full (full-featured version) as well as customizable and branded products.

First impressions

The developers clearly focused on providing the most features among competitors, albeit at the cost of limited UI development. However, although MizuTech displays the most generous softphone for business feature list among competitors, only in the comparison section do we see that nearly all of these features are reserved for the paid version of the product.

Pricing

MizuPhone Basic – free
MizuPhone full – $50 flat fee
Custom solutions for a separate price

OS

• Desktop: Windows
• Web: no
• Mobile: Android (MizuDroid SIP)

Features

Basic version:

• Audio calls only

Full version (pro):

• Audio/Video calls (wide range of codecs)
• Messaging
• Multiple accounts
• Call hold and call transfer
• Call forwarding
• Conference calls (audio/video)
• Auto Answer
• Call and chat history
• Fax (beta)
• Address book
• File transfer and sharing
• Noise suppression features: audio tuning wizard, echo cancellation, noise suppression, voice activity detection.
• Encryption

Integrations

• Microsoft Outlook sync
• Contact list import
• The documentation states that when a scripting module is installed as an add-on, the program can integrate with CRM applications

Pros & Cons

Best for:

Businesses and teams with a focus on features over the visual experience.

Customer service

Support is carried out only via email and documentation. However, according to their contact page, support is ensured only for the paid product versions.

User reviews:

Google Play rating: 4.0

14. CloudTalk

CloudTalk is a cloud phone system designed around sales and customer support teams in larger companies. It comes with advanced integrations and call-center-inspired communication features. The software is available on all platforms including Linux.

First impressions

If you have large sales teams or a heavy call load, are already familiar with virtual phone solutions and need advanced functionality out of softphones for business, look into this option. However, the product is definitely not for folks just looking for a simple softphone solution to use when out of the office or for remote work.

Pricing

• Starter: $25/mo per user
• Essential: $30/mo per user
• Expert: $50/mo per user
• Custom plan for enterprise clients

OS

• Desktop: Windows, MacOS, Linux
• Web: all
• Mobile: Android, iOS

Features

Features include:

• Business phone numbers
• Unlimited inbound and intracompany calls
• Automated call distribution
• Messaging (only on Essential plan and above)
• Click to call
• Business hours (only on Essential plan and above)
• Personalized greetings and music (only on Essential plan and above)
• Conference calls (only on Essential plan and above)
• Unlimited call queueing
• Call recording
• Call statistics
• IVR (only on Essential plan and above)

Integrations

CloudTalk offers some of the widest integration capabilities of business phones. These include integrations with lots of CRM like Salesforce, Hubspot, Pipedrive, integrations via Zapier, connectivity with Slack, Zendesk, Shopify, and lots more.

Pros & Cons

Best for:

Sales and support teams in larger companies

Customer service

Support is available through documentation, email, and phone in different countries.

User reviews:

G2 rating: 4.3

15. 8×8

8×8 is a contact center platform that’s been in the market for decades and holds a few impressive telecom patents. The company prides itself on unlimited international calling for up to 48 countries. It also offers desktop and mobile apps that function as a VoIP softphone.

First impressions

Most business-centric features come on the product’s $28/mo per user plan. However, unlike many virtual telephony providers, 8×8 has quite a few hidden fees concealed under asterisks. For example, unlimited calling is only available for local numbers. Also, there are activation and deactivation fees, which are virtually unheard of for most providers.

Pricing

• Express: $15/mo per user
• X2: $28/mo per user
• X4: $57/mo per user

OS

• Desktop: Windows, MacOs
• Mobile: Android, iOS

Features

• Business phone numbers
• Audio calls
• Messaging
• Basic auto attendant
• Conferencing
• Unlimited international voice calling (on X plan and above)
• Call queues (on X plan and above)
• Call handling (on X plan and above)
• Voicemail transcription (on X plan and above)
• Document sharing (on X plan and above)
• Streaming of meetings on YT (on X plan and above)
• Analytics (on X plan and above)
• Internet fax (on X plan and above)

Integrations

Integrations with Microsoft Teams, CRM, productivity, and service apps on X2 plans and higher.

Pros & Cons

Best for:

Large businesses with international partners/clients

Customer service

Support is available via manuals, FAQ, and chat.

User reviews:

G2 rating: 4.0

How we ranked these 15 best sip softphones

Modern technology offers something for everyone. So to help you choose the best option for your team, we focused on the following criteria, and so should you:

• Features – When selecting the best softphones, the call management, team, and analytics features will differ. Our list encompasses the criteria of solopreneurs, freelancers, remote workers, small and mid-sized businesses, large call centers, and international companies.
• Price – from free, to per-month, to one-time flat fees, the list includes options for businesses with different budgets.
• Possibility of integration – integration saves time, effort, and costs, so it’s always best to choose a product that integrates with other tools you’re already using.
• Total cost (including add-ons) – many services hide extra fees under asterisks. We took a close look to help you avoid extra payments.
• User support – technology is technology – it requires support. When that happens, you need customer service that’s always there for you, so we found out the options each provider offers.
• Ease of use – all of the products listed aren’t rocket science, but we pointed out some UX/UI features where applicable to keep you in the loop.

Key Windows softphone features

• Make and receive calls on any device – with a softphone app for small business, any mobile device can turn into a business phone. This means remote teams can handle any number of business calls without being tied to an office.
• Conferencing – Whenever you need to hold a call with multiple clients or partners, conferencing is there to help. Some products also offer video conferencing so you’ll avoid switching back and forth between Zoom.
• Advanced call management – set up business hours, auto-attendant, add custom greetings and on-hold music, VIP and block lists, and more.
• Automatic call recording – legally record calls without third-party recording apps or remembering to press a button before each recorded call. Just tweak settings once, and calls are recorded automatically, with a special message played before for legal purposes.
• Voicemail transcriptions – If you have a busy line, you can save hours of listening to voicemails with a transcription service that sends voicemails to your inbox in text form.
• Caller ID – you can get both inbound and outbound caller ID. This means that your business name can shine right on clients’ phones the next time they get a call from you.
• Integrations – Softphone programs often integrate with business tools like email, contact management, sales, and productivity software. This varies based on the provider, so look for integrations optimal for you.
• Easy to use – the setup is usually fast and easy. After that, you get to make and receive business calls with the device you’re reading this post from right now, anywhere on earth.

Pros and cons of softphone apps

Like any mobile calling solution, SIP softphones aren’t perfect for every single business. Some teams may need time to figure out how things work and tweak their devices. This is perfectly fine as long as you know in advance what needs to be done!

Softphone pros

• Flexible solution – softphones for windows (or any other operating system) route business calls to an Internet-powered device such as a mobile phone, tablet, laptop, or PC.
• Useful communication features – this varies based on the product, but often includes calls, messaging, call routing, auto-attendant, call recording, transcriptions, analytics, and lots more!
• Perfect for remote teams – Making sure everyone has a desk phone that connects to your business phone is a costly affair. Softphone services don’t need hardware, come at a fraction of the price of desk phones, and some great options are even free!

Softphone cons

• Needs VoIP or PBX to work – Online softphones place and receive calls through a Voice over IP network. That’s why they need to connect to a phone system (virtual or PBX).
• Must have a reliable internet connection – since calls are placed over the internet, call quality will vary based on your connection. If you plan on making online calling your primary communication channel, ensure a fast internet connection in your office or remote workplace for all employees.
• Transition time needed for some teams – If your team is totally unfamiliar with how online calling works and has used only desk phones, the transition to a softphone for Windows or another platform may take time. You can speed this up by informing employees of the transition in advance and providing instruction.

How to choose a softphone service

Before buying a product, make sure you don’t waste money and time with features you don’t need, or miss important accessibility. Here are a few things to keep in mind to get things right the first time off.

1. Decide what VoIP service you’ll be using – Softphone applications and online phone systems go together like turkey and gravy. Jokes apart though, keep in mind that there’s no such thing as a standalone softphone. If you’re looking for a softphone app for small business, you can get it bundled into your current or new virtual phone system. Most virtual phone system providers offer these apps, but as we’ll see below, supported OS, general features, and pricing will vary.
2. Compare and contrast features – Since you’ll need to connect it to a business phone anyway, see what features your provider and plan already offer. For example, if your phone system already has a dozen call management features, you can get a free, simple dialing app.
3. Find out about integrations – Some products offer useful integrations with contact management, productivity, and sales tools. These are usually handy for sales teams and mid-sized to larger businesses.
4. Check device compatibility – Do you need to make calls on PC/laptop and mobile phones? Do you need a native desktop app or you’re fine with using the functionality in your browser? What kind of operating system (OS) do you have? Answer all of these questions to easily compare products.
5. Discuss needs and learning curve with your team – If you’re getting the product for a team – no matter big or small – discuss necessary features and device compatibility. Since the apps are software-based, teams that are transitioning from regular office desk phones will need instruction and a transition period.
6. Compare prices based on needs – Each provider offers different functionality for a different price. Fees range from free to monthly to a flat one-time purchase. The best softphone app is the one with the optimal features to pricing ratio for your team. Read on below to compare pricing, features, and best use!

Verdict: What Is the Best Softphone for Business?

Since all softphone apps require a business phone system to function, getting your app bundled into a comprehensive business communications platform is usually the best option. It helps avoid paying for two subscriptions, juggling apps, and adapting to two products.

Amidst competitors, MightyCall has the best softphone for business for remote teams looking to break away from the costs and limited mobility of desk phones. Plus, transition is really smooth. If you already have a business number with another Voice over IP provider, you can port that number for free. And if you’re already using a softphone app for windows or any other platform and want to keep it, you can connect it to MightyCall in just a few steps.

All things said, MightyCall is the most cost-effective and transparent provider of VoIP softphone for windows functionality with no hidden fees or long-term contracts. So give MightyCall’s virtual phone system a test drive and experience the freedom to talk business from any place.

The post 15 Best Softphone Apps for Business in 2024 first appeared on MightyCall.

In this article we cover:

• What is contact center CRM?;
• Why do call centers need a CRM?;
• Benefits of call center CRM software;
• The list of top call center CRM;
• How we evaluated the best contact center CRM;
• Best call center CRM solutions: Comparison;
• 10 best CRMs for contact centers: Overview;
• How to choose a CRM for a call center?;
• Features to look for in a contact center CRM software;
• Getting CRM software for a call center is a key to success.

What is contact center CRM?

A Customer Relationship Management system is a well-organized platform aimed at improving customer interactions in a contact center. It simplifies communication by gathering all customer information into one place, making it easier for the service team to provide efficient and personalized assistance. This system comes with features for managing contacts, monitoring customer interactions, studying customer data, and improving the overall customer experience.

When connected with call & contact center software, CRM becomes an essential tool. It gives service agents access to needed customer information during live chats, avoiding the necessity for customers to repeat details. The combination of CRM and contact center software can greatly improve the customer’s journey, increasing their satisfaction and loyalty, and also enhancing the performance of your customer service team.

Why do call centers need a CRM?

1. Managing scattered customer information: In a busy call center, information can be scattered across different platforms. A CRM for call centers collects all customer information in one place, eliminating the hassle of hunting for details across multiple locations.
2. Reducing tedious manual tasks: Repetitive tasks like data entry and updating records can eat into an agent’s productive time. A call center software integrating with CRM automates these tasks, enabling agents to concentrate on providing exceptional customer service.
3. Addressing disjointed customer interactions: It can be challenging to maintain a comprehensive record of customer interactions without a contact center CRM application. This system tracks all engagements, helping agents provide consistent service and enhancing the overall customer experience.
4. Personalizing customer service: Without a CRM for call centers, providing personalized service can be a struggle. With access to customer history and preferences, agents can tailor their interactions, leading to improved customer satisfaction.
5. Enhancing team collaboration: Without a central data hub, team collaboration can suffer. A CRM system facilitates efficient sharing of customer information, ensuring all call center agents are on the same page.
6. Improving decision-making with actionable insights: A contact center CRM application analyzes data and uncovers patterns and trends. These insights help managers make informed decisions about staffing, training, and improving processes.

Benefits of call center CRM software

1. Enriching the customer experience with improved first call resolution (FCR)

In the customer service realm, first impressions matter. With a call center CRM, agents have access to a customer’s complete history at their fingertips, enabling them to respond to queries with heightened efficiency and precision. With all the required information at their disposal, agents can often solve issues during the first interaction itself, significantly enhancing the customer’s experience and your call center’s operational efficiency.

2. Boosting agent productivity to new heights

In the dynamic environment of a call center, every minute counts. CRM call center software empowers your team by automating routine tasks such as data entry and updating records, liberating agents to concentrate on their core task – serving customers. With less time wasted on administrative chores, you’ll witness a substantial surge in agent productivity.

3. Fostering loyalty through superior customer retention

A CRM doesn’t just help manage customer interactions, it helps create meaningful connections. By equipping agents with comprehensive customer profiles, a CRM call center facilitates personalized interactions that deepen the customer relationship. The result? Higher customer retention rates and a loyal customer base.

4. Efficiently cutting operational costs

One of the significant benefits of a CRM is its ability to streamline numerous processes within a call center. By optimizing resource utilization and improving call handling efficiency, a CRM call program cuts down on operational costs, making your call center a model of cost-effectiveness.

5. Unleashing the power of enhanced reporting and analytics

A CRM goes beyond managing customer interactions – it’s a treasure trove of insights. Whether it’s customer behavior patterns, agent performance metrics, or call center operational trends, a CRM call center aids in strategic decision-making, helping you continually refine your customer service strategy.

6. Embracing growth with scalability

As your business thrives and expands, you need a system that can keep pace. Designed for scalability, CRM call center solutions readily adapt to increased call volumes and expanding customer data, ensuring your call center operations continue to run smoothly, no matter how much your business grows.

7. Updating your training routine

A CRM system in a call center serves as an invaluable tool for training and developing staff. New agents can learn quickly by observing real-time interactions and accessing historical data, leading to more effective onboarding and continuous professional development. By analyzing past interactions, agents can identify best practices and common pain points, enhancing their problem-solving skills and overall performance.

The list of top call center CRM

Let’s delve into some of the top call center CRM players in the arena:

1. Salesforce Service Cloud: Comprehensive feature set and powerful call center CRM integrations.
2. HubSpot: Easy & free contact center CRM.
3. Freshdesk: Multichannel support and gamified approach to customer service.
4. Zoho Desk: Impressive blend of affordability and functionality.
5. Apiway.ai: Pioneering in API integrations.
6. Zendesk: Intuitive interface and robust ticketing system.
7. Dixa: Superior multi channel support.
8. TalkDesk: Efficient self-service CRM tools for call centers.
9. Bitrix24: Great for social media channels.
10. Five9: Advanced AI capabilities.

How we evaluated the best contact center CRM

We employed a systematic approach to select the best call center CRM software. Our evaluation process focused on several key criteria, providing a comprehensive review to guide businesses in choosing the ideal solution. The criteria include:

1. Cost-effectiveness: We looked at the pricing structures of each platform, considering both the base price and any additional costs for extra features or services. This ensured we were recommending products that offer great value for the money.
2. Core Features: We assessed the fundamental features of each platform, such as contact management, call handling, and ticketing capabilities. These are the essentials for any successful CRM.
3. Expert Analysis: Our team of experts conducted a thorough examination of each platform, with a keen eye for user experience, the learning curve, and overall system efficiency.
4. Customer Support: We evaluated the quality of customer support, including response times, availability of support channels, and the helpfulness of the support teams.
5. Specialized Capabilities: We took note of any unique or niche features that set the call center CRM platforms apart. These might include advanced analytics, AI capabilities, or specialized integrations.

Our goal was to ensure we presented the most balanced and comprehensive view of the best CRMs for call centers.

Best call center CRM solutions: Comparison

Please note that integration capabilities can vary depending on the specific plans and configurations of each call center CRM, so always verify these details with the CRM provider.

10 best CRMs for contact centers: Overview

1. Salesforce Service Cloud

Salesforce Service Cloud stands as a high-performance Contact Center CRM, renowned for its comprehensive suite of features and robust integrations. As an integral component of the broader Salesforce ecosystem, it has been crafted with meticulous precision to bolster customer service teams across a myriad of channels. Harnessing the power of cloud technology, it enables real-time, seamless communication, significantly enhancing responsiveness and customer satisfaction.

Its dynamic interface, designed for intuitive navigation, ensures all necessary information is readily available, simplifying complex processes and enabling agents to focus more on delivering top-notch customer service. Its commitment to service excellence and innovative technology makes it an industry leader, setting the benchmark in the CRM for contact centers space.

Best for: Businesses of all sizes that require extensive CRM functionality and strong integrations.

Price: Pricing starts at $25 per user/month.

Key Features:

• Case management: Track and manage customer inquiries and issues.
• Knowledge management: Access a centralized repository of solutions to common customer issues.
• Social customer service: Respond to customer queries on social media platforms.
• Advanced analytics: Leverage in-built analytics tools for performance monitoring and insight generation.
• Smart AI: Automate routine tasks and gain predictive insights.
• Scalability: Grow with your business, catering to an increasing volume of customer interactions.

Pros:

• Advanced AI capabilities
• Deep customization options
• Strong reporting and analytics

Cons:

• Can be expensive for smaller businesses
• Might have a steep learning curve for new users

User Reviews: 4.2 out of 5 on G2.

2. HubSpot

HubSpot has established itself as a leading name in the CRM call center software market. Renowned for its simplicity and comprehensive offerings, HubSpot’s CRM is an ideal choice for businesses of all sizes – from start-ups finding their footing, to established enterprises seeking to streamline their operations. Its seamless blend of usability and functionality makes it a powerful tool in managing customer relationships.

What sets HubSpot apart is its generous free offering. Particularly beneficial for start-ups and small businesses, the free call center CRM for business provides essential features and capabilities. This enables young companies to enhance their customer service without bearing the burden of additional costs. With HubSpot, businesses can take the first step towards efficient customer management, setting a strong foundation for future growth.

Best for: This is a call center CRM for small businesses and startups looking for a cost-effective solution

Price: Free (Paid plans, such as CRM Suite from $1,600/month for a team of 5 paid users)

Key features:

• Full view of the sales pipeline: Helps in managing the sales process effectively and efficiently.
• Email tracking: Allows businesses to monitor opened or unopened emails and gauge customer engagement.
• Prospect tracking: Enables tracking of customer interaction history, aiding in personalized service delivery.

Key Integrations:

• Gmail
• Outlook
• Slack
• Zapier

Pros:

• Free plan offers substantial functionality
• User-friendly interface
• Strong marketing tools

Cons:

• Advanced features require paid plan
• Limited customization options

User Reviews: 4.4 out of 5 on G2.

3. Freshdesk

Freshdesk is a vibrant contact center CRM software solution that brings a refreshing, gamified approach to the often-pressured realm of customer service. This innovative platform incorporates elements of play into its system, turning routine tasks into engaging activities. As such, Freshdesk not only makes the process more enjoyable for service agents but also contributes to productivity and morale.

In addition to its unique gamification, Freshdesk is celebrated for its robust multichannel support. By consolidating interactions across various channels into a single platform, it simplifies customer service management. Combined with a suite of user-friendly features, Freshdesk CRM solution for contact centers empowers businesses to streamline their operations and elevate their customer service experience

Best for: Businesses seeking to enhance customer support with gamification

Price: From $15/user/month

Key Features:

• Multichannel support: Enables customer interactions across different channels, including email, phone, chat, and social media.
• Gamification: Gamified metrics and leaderboards promote healthy competition among customer service reps, enhancing productivity.
• Smart automations: Automates repetitive tasks, letting agents focus more on customer interactions.

Key Integrations:

• Google Workspace
• Slack
• Microsoft 365
• Zapier

Pros:

• Gamification features boost agent productivity
• Easy to set up and use
• Excellent customer support

Cons:

• Reporting could be more customizable
• High-tier features can be pricey

User Reviews: 4.4 out of 5 on G2.

4. Zoho Desk

Zoho Desk represents a harmonious blend of affordability and functionality, making it an appealing CRM solution for budget-conscious businesses. Its economical pricing structure does not compromise on the quality or variety of its call center CRM features, allowing businesses to benefit from a comprehensive suite of CRM tools without straining their finances.

Noteworthy for its capabilities, Zoho Desk is particularly suitable for businesses that require robust Contact Center CRM functionality at an accessible cost. By facilitating efficient customer interaction management, data collection, and analytics, it offers excellent value for money, making CRM deployment feasible and beneficial even for smaller businesses.

Best for: Small to midsize businesses seeking affordability without sacrificing functionality

Price: From €14/user/month

Key Features:

• Ticket management: Helps manage customer tickets efficiently, providing timely responses.
• Multi-department support: Enables seamless collaboration between different departments, aiding in issue resolution.
• AI-powered assistance: Assists with customer queries, providing quick, automated solutions.

Key Integrations:

• Google Workspace
• Microsoft 365
• Zapier

Pros:

• Affordable pricing structure
• Easy to use with a clean interface
• Solid customer support

Cons:

• Limited customization options
• Certain features require a learning curve

User Reviews: 4.4 out of 5 on G2.

5. Apiway.ai

Apiway.ai holds a distinctive position in the call center CRM software market with its unique focus on free API integrations. This feature-rich tool is pioneering in the sense that it empowers businesses to automate their processes, making it possible to establish seamless communication between various software applications.

The automation capabilities offered by Apiway.ai not only bring about improved operational efficiency, but they also pave the way for significant time savings. By eliminating manual data entry and facilitating automated workflow, this CRM software allows businesses to channel their resources into more strategic areas, thereby driving productivity and growth.

Best for: Small to medium-sized businesses looking for easy CRM integration and process automation

Price: Free with ads, from $9/user/month for premium

Key Features:

• Robust API integrations: Allows businesses to integrate with various applications, improving process efficiency.
• Automation: Helps automate repetitive tasks, boosting agent productivity.
• Task management: Enables efficient task tracking and management, enhancing overall operational efficiency.
• User-friendly interface

Key Integrations:

• HubSpot
• Gmail
• Mailchimp

Pros:

• Great for automating workflows
• Easy to use
• Wide range of integrations

Cons:

• Might lack some advanced features
• Newer in the market

User Reviews: 4.6 out of 5 on G2.

6. Zendesk

Zendesk is a prominent player in the CRM space, distinguished by its intuitive user interface and robust ticketing system. The call center software is developed with a focus on improving customer service operations, offering agents an easy-to-navigate platform that significantly eases their workflow.

Apart from its user-friendly design, Zendesk also shines in its commitment to efficient problem resolution and enhanced customer engagement. Its solid ticketing system allows for effective tracking and management of customer inquiries, thereby leading to quicker resolution times. This emphasis on streamlined communication directly translates into happier customers and more productive customer service teams.

Best for: Medium to large businesses seeking robust ticketing and customer service features

Price: From €49/user/month

Key Features:

• Robust ticketing system: Helps manage customer tickets efficiently, ensuring timely responses.
• Multichannel support: Allows customer interactions through various channels, including email, phone, chat, and social media.
• Knowledge base: Provides a self-service option for customers, reducing agent workload.
• In-depth analytics and reporting

Key Integrations:

• Slack
• Microsoft 365
• Google Workspace

Pros:

• User-friendly interface
• Powerful ticket management
• Excellent customer support

Cons:

• Advanced call center CRM features may require a steep learning curve
• Higher cost for premium plans

User Reviews: 4.3 out of 5 on G2.

7. Dixa

Dixa is a b2b sales and communication customer service platform renowned for its superior multi-channel support. It is a comprehensive tool that cleverly brings together various communication channels, such as email, chat, messaging, and phone calls, into a unified interface. This enables businesses to manage and monitor their customer interactions seamlessly across different platforms.

Dixa’s greatest strength lies in its ability to facilitate personalized customer experiences. By centralizing communication channels, it provides agents with a holistic view of the customer, thereby enabling more tailored and responsive interactions. This capability makes Dixa an ideal solution for companies aiming to enhance their customer engagement.

Best for: Businesses looking to consolidate customer communication channels

Price: From $39/user/month

Key Features:

• Multichannel support: Offers unified customer interactions across different platforms.
• Customer insight: Provides comprehensive customer profiles, aiding personalized service delivery.
• Routing: Ensures customer queries are routed to the most suitable agent, improving resolution time.
• Customer recognition across channels

Key Integrations:

• Zapier
• Shopify
• Magento

Pros:

• Consolidates all customer communications in one place
• Excellent multi-channel support
• User-friendly interface

Cons:

• Pricing information isn’t readily available
• Limited third-party integrations

User Reviews: 4.2 out of 5 on G2.

8. TalkDesk

TalkDesk is a unique CRM platform that sets itself apart with its efficient self-service tools. These tools empower customers to find solutions to their problems quickly and independently. By providing customers with this autonomy, TalkDesk reduces the reliance on live agents for problem-solving.

Beyond customer empowerment, TalkDesk significantly enhances customer experience. It achieves this by promoting faster issue resolution and contributing to higher customer satisfaction levels. Additionally, by helping to reduce the load on customer service agents, TalkDesk also enables agents to focus their attention on more complex inquiries, thus optimizing overall operational efficiency.

Best for: Businesses aiming to improve customer self-service

Price: From $75/user/month

Key Features:

• Self-service tools: Reduces agent workload by enabling customers to find solutions to their queries.
• Omnichannel support: Offers seamless customer interactions across various channels.
• Agent performance reporting: Helps monitor agent performance, ensuring efficient customer service delivery.
• Call recording and quality management

Key Integrations:

• Slack
• Salesforce
• Zendesk

Pros:

• Powerful self-service tools
• Easy to set up and use
• Great customer support

Cons:

• Reporting functionality could be improved
• On the pricey side for small businesses

User Reviews: 4.4 out of 5 on G2.

9. Bitrix24

Bitrix24 stands out in the best call center CRM software space for its extensive integration capabilities, especially with social media channels. This unique attribute enables businesses to effortlessly manage customer interactions across multiple social platforms, thereby providing a unified customer experience.

For businesses that prioritize active engagement on social platforms, Bitrix24 is an invaluable tool. It provides the means to maintain consistent and effective communication, fostering better relationships with customers. The platform also supports businesses in capturing valuable customer feedback, thus paving the way for continuous improvement in service delivery.

Best for: Businesses looking to manage customer interactions through social media

Price: Has a free plan, paid plans start from $49/month (temporary offer, usually $61)

Key Features:

• Social media integration: Enables efficient management of customer interactions across various social platforms.
• Task management: Helps track and manage tasks efficiently, improving productivity.
• Contact management: Allows organization and tracking of all customer contacts in one place.
• Telephony and live chat

Key Integrations:

• Google Workspace
• Microsoft 365
• Mailchimp

Pros:

• Extensive social media channel support
• Wide array of features
• Free version available with basic features

Cons:

• Can be complex to use initially
• Advanced features require paid plans

User Reviews: 4.1 out of 5 on G2.

10. Five9

Five9 has established itself as a leading provider in the call center CRM solution realm. Renowned for its robust and versatile functionality, it caters to diverse business needs, making it a reliable choice for companies with hotlines of all sizes.

The platform’s scalability is another distinguishing feature. As your business grows and customer interactions increase, Five9 can adapt and expand to meet the evolving demands. This aspect makes it a dependable partner for businesses aiming for growth, ensuring that their customer service needs will continue to be met even as they expand.

Best for: Businesses of all sizes looking for scalable cloud-based contact center software

Price: From $149/team/month

Key Features:

• Scalability: Adapts to increased call volumes and customer data, ensuring efficient operations during business growth.
• Omnichannel routing: Enables seamless customer interactions through various channels.
• AI-powered assistance: Provides automated solutions for customer queries, improving resolution time.
• IVR with speech recognition

Key Integrations:

• Salesforce
• Zendesk
• Microsoft Teams

Pros:

• Highly scalable solution
• Strong omnichannel capabilities
• Reliable cloud-based infrastructure

Cons:

• Pricing is not transparent
• Learning curve for some features

User Reviews: 4.0 out of 5 on G2.

How to choose a CRM for a call center?

When it comes to getting a CRM software for a call center, there are several critical factors you need to consider. Here are our top six recommendations:

1. Understand your business needs: Prior to browsing through the multitude of CRM options, you need to grasp your business needs. Determine what problems you are seeking to resolve with the call center CRM system, and match these with the capabilities of potential CRM solutions.

2. Consider the user interface: Opt for a CRM that offers a user-friendly interface. Keep in mind, your team will use this software daily, so a convoluted, non-intuitive interface can hinder productivity.

3. Check out CRM integration capabilities: The CRM you choose should blend seamlessly with the other systems you currently use, such as email, telephony, or ERP systems. The correct will enhance your existing infrastructure, not complicate it.

4. Look for customization options: Every business has its unique needs. A quality contact center CRM should provide customization options that allow you to tailor it according to your specific business needs.

5. Double-check the vendor’s customer support: Make sure to examine the vendor’s customer support services. You want to ensure that in case of any issues or queries with your call CRM, there is a knowledgeable and responsive support team available.

6. Evaluate the pricing: While it’s crucial to find a call center CRM software that meets your needs, pricing is an equally important aspect. Seek a CRM that offers a balance between cost and features, ensuring it fits within your budget. Remember, the most expensive CRM may not necessarily be the best for your business.

Features to look for in a contact center CRM software

In an increasingly competitive business landscape, selecting the right CRM system for your contact center can make all the difference. With a myriad of offerings in the market, it is crucial to identify and prioritize key features that align with your business needs. Here are eight indispensable features you should consider when choosing your CRM:

1. Customer interaction tracking

A fundamental aspect of call center CRM solutions is their ability to track all customer interactions. This extends beyond just phone calls, encapsulating emails, social media engagements, live chats, and any other form of communication. This comprehensive overview empowers your agents with crucial context and understanding about customer issues and requirements, enabling them to provide better service.

2. Integration capabilities

Your chosen call center CRM software should be able to seamlessly integrate with existing systems and software in your business. These include telephony systems, email platforms, social media channels, and more. Effective integration promotes smooth workflows and enhances productivity, removing redundant tasks and fostering a unified system.

3. Real-time analytics and reporting

Insights derived from customer interactions are a valuable project management tool for shaping your business strategy. Hence, your call center software should offer real-time analytics and comprehensive reporting capabilities. With access to current and accurate data, you can make informed decisions that can elevate your service delivery and customer satisfaction.

4. Contact management

The ability to organize, track, and manage all customer contacts effectively is a cornerstone feature for any call center CRM system. This centralization of customer data facilitates efficient information retrieval, promoting more personalized and effective customer interactions.

5. Multichannel support

Today’s customers engage with businesses through a variety of channels, from social media to emails and phone calls. A versatile call center CRM software should provide multichannel support, enabling your agents to manage customer interactions across different platforms from a unified interface. This ensures a consistent and seamless customer experience, regardless of the communication channel.

6. Automation

CRM software should assist in automating routine tasks such as data entry, follow-ups, and sending notifications. Automation not only increases efficiency but also reduces the likelihood of human error. By automating mundane tasks, your agents can devote more time to delivering quality customer service.

7. Customization

Every business is unique, with distinct operational requirements. Thus, your call center CRM application should be flexible and allow customization of features, workflows, and interfaces to cater to your specific needs. A CRM that can adapt to your business is more likely to offer long-term value.

8. Сall recording

As your business grows, so does the complexity and volume of customer interactions and helpline call loads. Your CRM system should be capable of storing the conversations with your clients, accommodating increasing customer data and providing continued efficient service. Call recording ensures your investment is future-proof, improving call management and maintaining all the information on your fingertips as your business expands.

By focusing on these crucial features, you can select the best CRM for your call center that will align with your business objectives and propel your customer service to new heights.

Getting CRM software for a call center is a key to success

CRM software for call centers is more than just a tool; it’s a strategic investment that has the potential to transform the way your business operates. By significantly boosting your efficiency, it allows your team to manage customer interactions more effectively. Moreover, with enhanced process automation and data organization, your team can focus more on meaningful, value-added tasks, creating a more productive work environment.

Furthermore, the right contact center CRM system offers a comprehensive, 360-degree view of your customers. This holistic perspective fosters personalized service, which is key in today’s customer-centric business environment. Enhanced customer satisfaction and loyalty are direct outcomes of such personalized attention, setting your business on a path towards greater heights.

The post 10 Best Contact Center CRM Software first appeared on MightyCall.

• What is call center training?;
• Importance of call center training;
• Types of call center training;
• Benefits of call center training;
• How to track the efficiency of your call center training program;
• The basic call center training methods;
• Top call center training strategies;
• Best practices for training call center agents;
• Call center training ROI;
• Call center agent training statistics;
• Best call center training courses;
• Train your call center agents to deliver high-level customer service.

What is call center training?

Call center training program is the specialized instruction aimed to empower customer service agents with essential skills and in-depth knowledge. It sharpens their abilities in areas like effective communication, troubleshooting, product familiarity, and managing challenging conversations, enhancing the overall customer engagement and satisfaction

Importance of call center training

For call center agents

Customer service training is not just essential but also transformative, both for call center agents and the business itself. Let’s examine how:

Addressing skill gaps:

Training provides an opportunity for agents to enhance their technical and soft skills along with phone etiquette. This includes improving communication techniques, learning about new product updates, and understanding customer behavior. It ultimately leads to agents becoming more efficient and confident in their roles.

Mitigating job dissatisfaction:

A well-trained call center agent is likely to experience increased job satisfaction. Understanding how to handle various scenarios and resolve customer issues effectively reduces stress and enhances job fulfillment.

Overcoming career stagnation:

Regular contact center learning can open up avenues for career advancement in the organization. Agents can take on more complex roles, enhancing their career prospects and contributing to the organization.

For business

Reducing negativity in customer relations:

Trained agents can handle customer queries and complaints more efficiently, leading to higher customer satisfaction levels. This directly influences customer loyalty and business reputation.

Fixes operational inefficiency:

Call center training programs help reduce errors and refine processes, contributing to overall operational efficiency. This can have a positive impact on service levels and response times, thus increasing productivity.

Lower staff turnover:

When agents receive continuous training and career development opportunities, it reduces staff turnover. Maintaining a stable, knowledgeable team saves on costs associated with recruitment and new staff training.

Types of call center training

Training comes in many flavors, each catering to specific needs and skill sets. Here’s a quick overview of the most popular types:

Soft skills training

This form of training focuses on developing interpersonal and communication skills, empathy, active listening, and conflict resolution. These soft skills are crucial for creating meaningful interactions and building strong relationships with customers.

Compliance training

Regulations and compliance standards are an integral part of any business. This type of training ensures that agents are well-versed in legal guidelines, industry-specific regulations, and company policies to avoid legal issues and maintain the company’s reputation.

Inbound sales training

For inbound call centers, sales training is vital. It provides agents with techniques to upsell and cross-sell, convert leads, and improve customer retention. It also focuses on developing a thorough understanding of products or services.

Technology training

Call centers use a variety of technologies, from basic software to advanced CRM systems and AI tools. Call center technology training helps agents efficiently navigate these tools, reducing handling time and enhancing service quality.

Product knowledge training

An in-depth understanding of the products or services being offered is key to effective customer service. This type of training equips agents with comprehensive knowledge about the product/service features, benefits, and potential issues, enabling them to resolve customer queries accurately and swiftly.

Multichannel support training

With customers reaching out via different channels (phone, email, chat, and social media), agents need to be proficient across all these platforms. Multichannel call center training program outline equips agents to deliver consistent service quality, irrespective of the communication channel.

Stress management training

Call center work can be stressful, with agents often dealing with challenging customer interactions. Stress management call center courses help them cope with pressure, maintain composure, and continue delivering high-quality customer service.

Each type of training plays a distinct role in shaping a competent call center agent and, consequently, a successful call center. The appropriate mix would depend on the specific requirements and goals of the call center.

Benefits of call center training

1. Enhanced brand representation: A well-trained agent becomes the voice of your brand, portraying it in the best light possible. They are better equipped to personify the company’s values and ethics in every interaction.
2. Informed decision-making: Contact center training aids in the development of agents’ decision-making skills. Empowered with the right information and skills, they can make quick, efficient, and informed decisions that positively impact the business.
3. Adaptability to change: Regular training prepares agents to adapt to changes, be it in technology, processes, or company policies. This adaptability ensures smooth transitions and uninterrupted service to customers.
4. Increased sales conversion: Call center training technique programs can equip agents with effective up-selling and cross-selling strategies. This not only enhances customer service but also increases sales conversion rates.
5. Risk management: Comprehensive training, especially in areas like data security and regulatory compliance, helps mitigate risks. It ensures agents are well-versed in the protocols to handle sensitive customer data and abide by industry regulations.
6. Improved customer satisfaction and loyalty: Effective training programs not only focus on technical skills but also emphasize customer relationship management. Well-trained agents are adept at understanding customer needs and providing personalized solutions. This leads to higher customer satisfaction, fostering long-term loyalty, and positive word-of-mouth referrals.

How to track the efficiency of your call center training program

By monitoring specific call center metrics, you can assess the impact of your call center training ideas and identify areas for improvement. Here are some crucial metrics:

1. First Call Resolution (FCR): An increase in FCR indicates well-trained agents who can solve customer queries at the first point of contact, reducing call-backs and improving customer satisfaction. For example, if the rate of issues resolved on the first call increases from 60% to 80%, it signals effective training.
2. Average Handling Time (AHT): A reduction in AHT suggests that agents are effectively using their training to resolve issues more swiftly. If calls that used to take seven minutes now take five, your training is likely having a positive impact.
3. Customer Satisfaction Score (CSAT): A rise in CSAT reflects enhanced customer service, often a direct result of an effective call center training strategy. If customer ratings climb from 3.5 to 4.5 out of 5 post-training, your program is making a difference.
4. Agent Turnover Rate: A lower turnover rate signifies increased agent satisfaction and effectiveness, typically fostered by comprehensive training. If agent attrition drops from 20% to 10% after implementing training, it’s a sign of success.
5. Call Quality & Call Abandonment Rate: Regular call quality assessments can measure how well agents apply their call center learning in real-time interactions. An improvement in quality scores after training indicates its efficacy.
6. Sales Conversion Rates: If your training includes sales techniques, an increase in conversion rates can indicate its effectiveness. For instance, if your conversion rate jumps from 10% to 15%, your sales training is probably working.

MightyCall offers advanced analytics and reporting features that can help you monitor these metrics with ease. Our system allows you to track call center agent performance, providing you with the insights you need to assess the efficiency of your call training program and drive continual improvement.

The basic call center training methods

Choosing the right method to deliver training is crucial in a call center environment. The ideal approach can vary depending on the specific needs of your team. Here are some common training methods and when to use them:

1. On-the-job training

On-the-job training is a hands-on approach where trainees learn by doing tasks in a real work setting under the supervision of a seasoned agent or a call center trainer. This method is best for providing practical experience and immediate application of new skills, especially for newly hired agents who need to understand their role quickly.

2. Classroom training

Classroom training is a traditional method that provides a structured and interactive learning environment. Instructors can deliver theoretical knowledge, explain processes, and answer questions. This method is best for introducing new concepts, systems, or policies to a large group of agents.

3. Online/e-learning

Agent training in a virtual call center or e-learning offers flexibility, as trainees can learn at their own pace and revisit the material when needed. It can include video tutorials, interactive quizzes, and webinars. This method is best for geographically dispersed teams, or when agents need to acquire new skills without disrupting their work schedule.

4. Role-playing

Role-playing is an interactive method where trainees act out scenarios they are likely to encounter on the job. It provides a safe space for call center representatives to practice dealing with difficult situations and receive feedback. This method is best for improving soft skills such as empathy, communication, and problem-solving.

5. Coaching and mentoring

Call center coaching and mentoring involve one-on-one instruction from a senior agent or coach. This approach offers personalized guidance and feedback, focusing on the specific needs of each trainee. It is best for continuous skill development and addressing individual performance issues.

Top call center training strategies

Building an efficient and customer-oriented call center requires effective training strategies. Here are some top-tier strategies that can enhance the employee experience and boost the performance of your call center agents:

1. Utilize a mix of training materials

Don’t limit your team to just one type of call center training material. Mix and match videos, audio clips, presentations, and hands-on activities to cater to different learning styles. For instance, visual learners may benefit more from videos, while auditory learners might prefer audio tutorials.

2. Engage a qualified trainer

A qualified call center trainer, knowledgeable about the call center industry and adult learning principles, can deliver training effectively. Their professional expertise and experience can provide valuable insights and real-life examples that will enrich the learning process.

3. Regular feedback sessions

Continuous feedback and call center training tips help agents identify areas of improvement and track their progress. Make it a point to conduct regular feedback sessions where constructive criticism and positive reinforcement are offered.

4. Foster a supportive environment

A supportive environment encourages agents to ask questions, share experiences, and learn from each other. Promote call center team collaboration and open communication to enhance the learning environment.

5. Ongoing training and development

Training shouldn’t end once agents are on the floor. Regular upskilling sessions can help agents stay updated with the latest industry trends, new technologies, and company policies.

6. Use real-life scenarios for role-playing

Role-playing exercises using real-life scenarios as call center training tips can prepare agents for real-life customer interactions. This hands-on approach allows agents to practice their communication and problem-solving skills in a safe environment.

7. Utilize technology

Incorporate the use of technology into your training. For instance, an e-learning platform can make training for call centers more accessible and convenient. Agents can learn at their own pace, and training can be tracked and managed more easily.

8. Incentivize training

Motivate your agents to engage in training by providing incentives. This could be in the form of rewards for high performance, opportunities for call center career advancement, or recognition among peers.

9. Adapt training to individual needs

Not all agents are the same. Some may need more training in certain areas than others. Tailoring your training to suit the individual needs of each agent can make the learning process more efficient and effective.

10. Incorporate soft skills training

Soft skills such as empathy, active listening, and problem-solving are crucial in a call center. Ensure these skills are incorporated into your training program to help agents deliver exceptional customer service.

Best practices for training call center agents

Training is an essential part of building a successful call center. Below are some top practices to consider while training your call center agents:

1. Set realistic and specific goals

Having clear objectives gives your training direction and helps agents understand what they need to achieve. Make sure the learning goals are attainable, relevant to their role, and time-bound. This approach ensures that call center agents know what is expected of them and can strive to meet these expectations.

2. Track and measure progress

Regularly having a performance review will help your agents’ progress and can provide insight into the effectiveness of your training program. Use metrics such as call handling time, customer satisfaction scores, and first call resolution rates to gauge progress. This data can help you adjust your training strategies as needed.

3. Encourage self-learning

Promote a culture of continuous learning within your call center. Provide resources and call center training tools that agents can use to learn at their own pace. Encouraging self-learning not only enhances agents’ skills but also fosters a sense of autonomy and initiative.

4. Create a safe learning environment

Agents should feel comfortable making mistakes during training. A safe learning environment allows them to learn from their errors and improve their skills without fear of repercussions. This fosters an open atmosphere that encourages growth and development.

5. Use real-time coaching

Immediate feedback during a live call can be very effective for reinforcing good behaviors and correcting mistakes. This method offers contact center agents the opportunity to learn in a real-world context, enhancing their learning experience.

Call center training ROI

Investing in call center training brings quantifiable rewards, enhancing both productivity and employee retention. According to the Harvard Business Review, 94% of employees say they would stay longer at a company that invested in their career development.

Moreover, a study revealed by Glint shows that a significant 97% of employees wish to either maintain or expand their learning opportunities. This demonstrates that learning and growth have become the strongest drivers of work culture.

Financially, the effects of comprehensive training programs are striking. As reported by Forbes, companies with formalized training programs yield 218% higher income per employee than those without. These companies also enjoy a 24% increase in profit margin. Thus, implementing robust online or in-house call center training is not just an investment in human resources—it’s a strategic move towards greater profitability.

Call center agent training statistics

Effective call center agent training is a key factor in call center performance and customer satisfaction. Consider these compelling statistics:

• According to a report from Calabrio, a whopping 70% of consumers believe that call centers should focus more on agent training instead of adding more channels like chatbots.
• The American Psychological Association reveals that customer-facing roles experience high levels of physical fatigue (53%), cognitive weariness (44%), and emotional exhaustion (40%). Proper training can equip contact center agents with the skills to manage such challenges.
• The APA also states that adults aged 25–42 want their employers to encourage time off, provide mental health resources, and promote diversity, equity, and inclusion efforts. Training plays a crucial role in fostering such a supportive environment.
• An improvement of just 1% in First Call Resolution (FCR) can reduce a call center’s operating costs by 1%. Moreover, contact centers that measure FCR through Voice of Customer (VoC) can anticipate an average ROI of 450%.
• Statistics show that inclusive training in call centers is crucial for retention: Hispanic and Black employees, LGBTQ+ individuals, and those with disabilities are significantly more likely to seek new employment due to discrimination experiences, emphasizing the need for diversity and equity-focused training.

Best call center training courses

Here are some well-regarded courses:

• Customer Service Fundamentals by Coursera: This course provides a comprehensive call center training guide to management, customer service, and team leadership.
• Inbound Call Center Certification by The Call Center School: An in-depth program focusing on customer service skills and inbound sales strategies for call center agents.
• Managing Difficult Customers by ICMI: Offers a complete understanding of contact center strategies for conflict resolution and stress management.
• Customer Service Skills by Alison: A free course that teaches excellent service skills, ideal for call center agents.
• Mastering Call Center Skills by Udemy: A course focusing on operational excellence, team management, and improving key performance metrics.

These call center agent training programs will help to enhance your agents’ skill set and increase their proficiency in call center operations.

Train your call center agents to deliver high-level customer service

Investing in call center training not only enhances your agents’ skills but also bolsters customer satisfaction and overall business performance. From mastering various training types, leveraging effective strategies, to tracking progress with the right metrics, it’s essential to harness these tools for success. With MightyCall’s multitude of call monitoring, analytics, and training features, you can better manage your call center operations and promote continuous learning among your agents. Start your journey towards a more skilled, confident, and customer-focused call center with us today.

The post Call Center Training: Full Guide for Making Your Agents Totally Skilled first appeared on MightyCall.

To ensure that your business voicemail gives off a positive image, it behooves you to have a great voicemail greeting befitting your type of business. In this article, we’ll be running through 50 of the best examples, including for different days, types of businesses, and moods you want to get across to your callers. It’s not hard to come up with a free voicemail greeting for business!

• What is a good voicemail greeting for business?
• What to say in a voicemail greeting? 
• Why is having business voicemail greetings important? 
• Tips for creating a business voicemail greeting?
• How knowing your audience can help create a perfect voicemail greeting?
• How to set up business voicemail
• 50 business voicemail greeting examples 
• How do you create the perfect voicemail greeting? 

What is a good voicemail greeting for business?

A good voicemail greeting is created with a short message, oftentimes no more than a couple of sentences, in which callers are provided with the information they are most likely to need. The best voicemails seek to predict, and therefore address, the concerns of callers before they get to a physical person, in order to cut down on call times.

What to say in a voicemail greeting

It’s easy to mess up a professional voicemail greeting for business by using unoriginal phrases or by going on too long. Here’s a few things to do (and not do) when composing a message:

1. Do not begin with the “Your call is very important to us…” This overused phrase is a boring “turn off” to callers and isn’t taken sincerely.
2. Let the customer know the name, department, and position of the person whose voicemail they reached.
3. Apologize for being unavailable to take the call.
4. Invite the caller to leave a message.
5. Mention the approximate time when you’ll return the missed call. Follow through with a call back!
6. Optionally, your voicemail may include: a call to action, an alternative service phone number, a company email, a website, or social media. Some industries (e.g.medical) may find it necessary to give an emergency contact number.
7. Keep the information concise – giving too much will confuse the caller.
8. Keep things simple! While you don’t want to sound overly generic, it does not hurt to follow a script or even a template of some kind.

Why is having business voicemail messages so important?

Businesses need to present a professional tone to interested clients; if you seem amateurish or unwilling to care about the little details, it’s likely that they’ll pass you by. One of the best ways to start off on a good foot is with an appropriate voicemail script. The main reasons to have a good greeting are:

1. Coming across as a professional.
2. Being able to immediately provide information to callers.
3. Cutting down on the number of callers who actually need to speak to a person. If you write your voicemail script right, you may never need to be one of those people who go about answering a business phone.
4. Keeping callers attended to during after-hours when a receptionist isn’t available
5. Being able to mention recent successes. It’s *your* voicemail message after all- it doesn’t hurt to remind callers who *you* are!
6. Encouraging call-backs: Motivate callers to leave messages, ensuring follow-up communication.
7. Customized for seasons or events: Update greetings for holidays or special events, showing attention to detail and current engagement.

Tips for creating a business voicemail greeting

1. Write a script ahead of time – Nothing sounds worse than a business voicemail message with a bunch of pauses and “uhhhh”s that ruin customer expectations. A simple business voicemail script can help to avoid this.
2. Prepare yourself and your surroundings –  If you plan to record yourself, make your space quiet, without background noises. Test the mic, do a few takes. See what you can improve but give it a practical eye — don’t just roll your eyes at “how weird my voice sounds”.
3. Mention key facts about your business – Many business callers just want to find out things like opening hours. By including information like this on your business line, many callers won’t need to actually speak to you
4. Make it unique – Try to avoid cliched and standard phrases. They make your business communication strategy seem impersonal and uncaring.
5. Keep it (relatively) short – While you shouldn’t make your voicemail only seconds long, you shouldn’t approach a minute either. The best is to shoot for about 30 seconds
6. Listen to your business voicemail sample recording before you’re finished – Make sure you are audible and that you are not speaking too quickly or too slowly.
7. Don’t forget to update – Often we run short on time, and Christmastide tends to spill over into Eastertide. Don’t let that happen here! An outdated version of information, music, etc. can make your callers believe that your company is either negligent or has gone out of business.
8. Include a friendly sign-off – End with a warm, courteous closing that leaves a positive impression and encourages interaction, such as “Thank you for calling, we look forward to speaking with you soon.”

How knowing your audience can help create a perfect voicemail greeting

Your voicemail is like the welcome sign on the door of your business. You wouldn’t want one that wards off potential clients – you’d want something that reflects your business ideals, looks inviting and keeps a professional tone.

To give the appropriate sort of welcome to your callers, approach your voicemail message like you would bigger customer experience content: analyze your audience and goals. As each industry is special, your goal is to find the “golden ratio” of flexibility for your specific audience.

Here are several things to consider regarding your audience:

• Industry or niche: how much of a business “dress code” does your client communication involve? Remember that even in formal business areas, a polite personal touch is always welcome.
• Target audience age: are you part of an industry catering specifically to millennials, senior citizens, or perhaps Gen Z-ers? You might want to spice up/tone down your message accordingly. Read into a sample helping of messages to get a tone right for you.
• Geographical and language preferences: if your business is serving a national audience (for example, you have an online shop) it makes sense to follow the example of caring business owners nationwide who go the extra way of adding bilingual voicemail greetings. Consider English/Spanish business voicemail pairs for the U.S. and English/French for Canada.

How to set up business voicemail

Setting up a voicemail for business varies depending on the kind of phone you are using. With VoIP online numbers, a business owner or employee can usually go to their central web portal or mobile app to change the telephone greeting for the business number when setting up their voicemail for business. But for many cell phones, it works like this:

1. Go into “Settings” or tap the “Phone” icon
2. Tap voicemail, and press 1 or 0
3. Oftentimes a password will be required (you should have set one up previously). Input that.
4. Record the proper new message, and (usually) press 1 or 0 again to save it.

50 business voicemail greeting examples

Below is just a small sample of the many ways you can make it interesting for your callers to leave a message at the beep! To download any of the audio files, click on the menu (three dots) and select “Download”.

General voicemail examples

1. Hey, I’m not at the phone at the moment but rest assured I’m hard at work and willing to work with you. If you leave your name and number I will get back to you as soon as I can.

2. Greetings! You’ve reached [Name] but unfortunately I can’t pick up. Please leave your preferred contact information and I’ll respond [by certain time].

3. This is [Name]’s inbox. Thank you for your call. Alas I’m currently occupied but if you leave your name and number you will receive a call back.

4. Hey there, you’ve reached [Name]. Hope you’re having a great one. If you leave your name, bumber, and why you’re calling, I’ll get back to you as soon as I can.”

5. Hey this is [Name]. As you can tell I’m currently unavailable but if you leave your info I’ll respond when I can.

6. Hey I’m currently not available. Please leave your name and number at the beep and I’ll get back with you.

Small business voicemail greeting examples

7. Hello hello! [You’ve reached {Company} but] Unfortunately we can’t come to the phone right now. But thank you so much for your call! If you leave your info we’ll get back to you as soon as humanly possible.

8. Hello friend! It’s callers like you who are the lifeblood of [Small Business’ Name]. That means your needs are important to us. Leave us your name and number and they’ll be addressed as soon as we are able.

9. Hello there! It’s good to hear from you and we hope you’re having a wonderful day. We’re probably helping a client at the moment, so if you just leave your name and number at the beep we’ll be sure to get back with you.

Short voicemail greeting examples

10. This is [Name]. Please leave a message, thanks.

11. You’ve reached [Name]. Leave your name and number and I’ll get back to you.

12. This is [Name], sing your song at the beep!

Cell phone voicemail examples

13. You’ve reached [Name]’s cell. If you’re trying to reach me at work, my number is [Number]. Otherwise, leave your name and contact info and I will get back with you.

14. This is [Name’s] mobile phone. If this is a work related call, please try contacting me at [Work number]. If not, leave your information at the beep.

15. Hi [this is {Name}], thanks for the call. Please leave your name and number.

Business voicemail greetings during opening hours

16. Hey you’ve reached [Company Name]. Today we’re open [Insert Hours Here], so come on by! If you can’t manage a trip, leave your name and number and we’ll get back to you at the earliest opportunity.

17. This is [Company Name]. Thanks so much for giving us a call. Today we’ll be open until [insert closing time]. If you have a more specific question, leave us your information and we’ll get it answered.

18. Hello, [you’ve reached {Company Name}]. We’re currently open so we might be helping a customer at the moment. Drop us your name and number and we will return your call.

Voicemail greetings for after business hours

19. You’ve reached [Company Name]. We’re currently closed but will re-open tomorrow [Time of Day] at [Time]. Leave us a message and when we open up we’ll be sure to address your call.

20. Unfortunately, we [at {Company Name}] have gone home for the day. But rest assured we’ll be back and hard at work the next business day [at {Time} tomorrow or whenever the business is next open]. For pressing matters, leave a message and we will answer it first thing when we can.

21. Currently, [Company Name] is closed and will re-open at [Time]. While we cannot answer calls now, we will be sure to return them in the order they were received, so make sure to leave your name, number, and reason for calling at the beep.

Main office greetings

22. Greetings, you’ve reached the main desk [of {Company Name}]. Leave a message at the beep and be sure to include the name of the person you’re trying to reach.

23. This is the main office at [Company Name]. Unfortunately, we’re currently unable to take your call. Please leave a message with your name and number and any other key information.

24. We at [Company Name] care about your concerns. Please leave a message with any important info and we will get back to you as soon as possible.

Department specific greetings

25. You’ve reached [Name] at the [Department Type] Department. Please leave a message. Thanks.

26. Hey, [Name] here in [Department Type]. Leave your name and number and I will get back with you.

27. This is the [Department Type] at [Company Name]. Please leave your name and number and one of our associates will get back with you as quickly as possible.

Greetings for specific team members

28. Hey-howdy-do! This is [Name] at [Company Name]. I’m not at my phone right now but if you leave your information and why you’re calling I’ll be sure to get back with you.

29. Hey there, [Name] at [Company Name] here. I’m unavailable to take your call, but if you leave a brief message I’ll be sure to make time for you.

30. Hi, you’ve reached [Name]. I currently can’t talk. Please leave a message at the beep and I’ll return your call.

Customer service voicemail greetings

31. Hi, you’ve reached Customer Service. Leave a message with your question, comment, or concern and we’ll get back with you ASAP.

32. This is [Name] at [Company Name]’s Customer Service. We’re currently servicing other callers but if you leave your name and number we’ll call you at the first available opportunity.

33. Thanks for calling Customer Service. All of our operators are currently busy assisting other callers. Please leave a message with your name and number, as well as the reason you’re calling. Thank you!

Out of office voicemail greeting examples

34. Hi, this is [Name]. I’m out of office until [Date or time of return]. Please leave a message with your name, number, and reason for calling, and I will get back to you as soon as I get back to work.

35. You’ve reached the voicemail of [Name]. I’m currently out of office and will not be returning until [Date or Time of return]. Please leave a message with all relevant information and I will get back with you in order of messages received when I return to work.

36. Greetings. I’m currently out of office and cannot receive calls. If this is a time-sensitive call, please dial [Alternative number here]. Otherwise, please leave a message with your name and number. Thanks and have a good one.

Business closed voicemail message

37. Hey this is [Name]. I’m not at work right now but will be back when we re-open at [Time]. If you leave a message with your question and your number, I’ll be sure to get back with you.

38. Thanks for calling [Company Name]. Unfortunately we’re currently closed but will re-open [at {Time}] tomorrow, when we’ll be able to answer your questions. To make sure we get back with you, leave your name and number.

Personal voicemail greetings

39. Hey this is [Name]. Sad to say but it seems that I can’t take your call. So leave your name and number to make sure I can call you back!

40. You’ve reached [Name]. I currently can’t answer the phone but can receive messages; why not leave one?

41. Thanks for calling. Alas I cannot respond at this given time, but be sure to leave a message to make sure I can give you a ring in the future.

Professional voicemail greetings

42. Thank you for calling [Company Name]. Our lines are currently busy or we are otherwise unavailable. Please leave your name, number, and reason for calling. Have a nice day.

43. Greetings, [this is {Company Name}, and] we are grateful for your call. Unfortunately we are otherwise occupied at the moment. Please leave us your name and number and we will return your call at the earliest possible time.

Funny voicemail examples

44. [Name of Caller] work at [Name of Company], only to find your phone message. And I’ll call back, I’ll call back, as soon as I am able! (preferably sung in the rhythm of the original song)

45. This is [Last Name.] [First Name][Last Name]. I’m unable to take your call because I’m doing secret things. Leave your number and I’ll call back when those secret things are finished.

Vocational voicemail examples

46. At a Construction firm: You’ve reached [Firm Name], where we’re hammering the competition and our prices. If you leave your name and number we’ll get back to you once we put our hammers down.

47. At a legal firm: Hey this is [Firm name], where we fight for you. Leave us your number, name, and a bit of information about why we’re calling so we can have the right associate call you back.

Holiday voicemail greetings

48. For Halloween: Our prices are so low it’s downright spooky! Come see what all the fuss is about at [Company Name], but if you can’t, leave your name and number at the BOO and we’ll get back to you.

49. For Independence Day: Happy Independence Day! Please leave a message- but make sure to speak up over the fireworks!

50. For Thanksgiving: “Turkey in the morning and turkey at night means we’re too stuffed to come to the phone right now. Leave us a message and we’ll get to you as soon as we can get up off the couch again!”

How Do You Create the Perfect Voicemail Greeting

Now obviously, all of these are just some examples – there are plenty more ways to make it interesting for your clients when they leave a message. But the important thing is that you have something, you include some basic information, and you keep it relatively short.

To benefit from the practice of voicemail messages, you need a business phone system that makes recording, tweaking, and uploading sample voicemail greeting scripts as easy as possible. Not just for you, but for your whole team.

MightyCall provides such an answer for businesses. With simple, visually-based call flows, adapting your voicemail messages for different customers and even different times of day demands no tech knowledge and no hardware.

The post 50 Best Business Voicemail Greetings (2024) first appeared on MightyCall.

In this article, we’ll be talking about the best conference calling services for your business. We’ve based our selections upon a wide variety of criteria, from price to accessibility to reliability – and more!

• What is a conference calling?;
• How do conference calling services work?;
• Types of conference calling services;
• Top 10 conference call services;
• How we evaluated the best conference call services;
• Best conference calling services: comparison;
• 10 best conference call services: overview;
• Other conferencing services considered;
• Why do you need a conference call service?;
• How to choose a perfect conference calling service;
• Key features to look for in conference call service;
• Enjoy conference calls with your team.

What is a conference calling?

When you partake in conference calling, you are partaking in a phone call with multiple people being involved. It can be done over the phone or computers. There does not have to be a maximum limit of meeting participants, though three is the lowest for it to be considered a conference call (otherwise, it’s simply a normal telephone call).

Sometimes, such phone calls are also known as teleconferences.

How do conference calling services work?

Modern providers of conference call services have made it easier than ever to get connected with your teammates from afar. Nowadays, with modern VoIP technologies, these calls are usually made over the internet, be it a wired connection or a Wi-Fi connection.

Oftentimes these calls can be made over the computer, though some of these phone conferences are of course made through phones. Callers can use headsets, desk phones, laptops, special conference phones, mobile phones, desk phones, or other types of communication software/hardware.

Types of conference calling services

When it comes to conferencing services, there are essentially two types: operator-assisted and reservationless. Though they sometimes are referred to by different names, the two categories are essentially the same:

• Operator-assisted: Those of you who made calls before the late 1990s may remember having an operator. This type of service helps get your teleconference started by getting everyone together via invites, keeps recordings, and controls the flow of speakers. Oftentimes for extremely large calls, or very important ones (or both – for example, a stockholders meeting) will use these types of phone conference services.
• Reservationless: The one you may be more used to, this type of service simply has the call run totally by you. You invite people and run the entire thing yourself. A normal company meeting may operate using this, for example.

Top 10 conference call services

1. MightyCall – Best for small to medium-sized businesses (SMBs)
2. FreeConferenceCall.com – Top conference calling service for students
3. Zoom – Best for customer support
4. RingCentral – Best for medium to large-sized businesses
5. Nextiva – Best for conference calls on multiple devices
6. Skype – Best for external calls
7. Webex – Best for large businesses
8. GoToMeeting – Best for businesses concerned about call security
9. Microsoft Teams – Best for businesses that like integration
10. Vonage – Best for businesses who need HD-quality calls

How we evaluated the best conference call services

Here is what we included when determining the best options on the market, and why we included them:

• Price: This is what everyone looks for when looking at products, and it’s reasonable to do so. The best product, if overpriced, may not be worth it. Sometimes there are true gems which can be obtained for a steal…and sometimes, there’s a reason why something is priced so low.
• Features: When looking for conference calling systems, you are likely looking for more than just the ability to call multiple people at once. That means you’re probably looking for features – and not just features, but features which actually can help you as opposed to being just thrown in there to make the list look impressive.
• Number of Callers: Some conference bridges – which is the term for the tool which allows people to connect to one another – can only “support” a certain number of people. Whereas others can support lots. This does not make one service better than another inherently (though if there are serious restrictions, that could be a problem).
• Customer Support: When you are relying on a service to make calls with tons of people, you need to know that you have help if things get bumpy. That’s why we looked for Customer Support (or a lack thereof) when ranking the best conference calling services for small business.
• Stability: Do calls drop frequently? Do they stay clear and easily understandable? Nothing can be more frustrating when people can’t hear you because of having a bad conference call service and you have tons of people trying to get their two cents in.

Best conference calling services: comparison

10 best conference call services: overview

1. MightyCall

MightyCall is a VoIP phone service built for small to medium-sized businesses. They have operated at the top of their game for some years now and have built up a reputation as offering a wide variety of features – including conference calling – for an affordable price.

Why we picked it

Simply put, MightyCall is the #1 on our list because they offer the widest variety of features and a fantastic ability to integrate conference calls with the rest of the features they offer. The ability to leave notes on phone calls, for example, is helpful when working in a larger company. The quality of call audio is a major plus, as is their reactive and quick support staff. While they offer dozens of features – meaning conference call meetings are not their only priority – it’s enough of one to garner our top spot.

Best for

MightyCall is a strong voice conferencing service for small and medium-sized businesses (SMBs).

Price

• Core: $15/month
• Pro: $20/month
• Enterprise: Contact them for a quote

Key features

• Call whisper
• Call barging
• Auto attendant
• Call flow designer
• Three-way call

Customer service

Aside from their Help Center, MightyCall also offers the ability to open tickets or call their support team directly.

User reviews

G2 Reviews – 4.5 out of 5 Stars

Pros & cons

2. FreeConferenceCall.com

FreeConferenceCall.com pretty much focuses on what you’d expect them to focus on: being free. They have put a ton of focus into it (as we’ll get to), earning them our number two spot. There are some downsides – mainly the fact that they essentially only focus on being free – but those do not override their genuinely useful conferencing tools. Though it’s number two on our list, they’re probably the best free conference calling service.

Why we picked it

FreeConferenceCall lives up to the name. Their free conference calling service is expansive – up to 1,000 people can be on a call at any given time – and their pricing system, a pay-as-you-go system, is unique. Like MightyCall, FreeConferenceCall is a VoIP system, which makes it accessible and easy to use from practically anywhere.

Best for

FreeConferenceCall is fantastic for students and entrepreneurs.

Price

FreeConferenceCall is pay-as-you-go, meaning that you can pay any amount you’d like. Their website has the average amount listed as $8.21 per month, but you can use their service for free if you do not have anything to spend.

Key features

• Call recording
• Muting
• Pay as you go

Customer service

FreeConferenceCall has one Contact Us page, which seems to be used for company inquiries as well as tickets.

User reviews

G2 Reviews – 4.5 out of 5 Stars

Pros & cons

3. Zoom

After the events of the coronavirus pandemic, it’s hard to find anyone who has not heard of Zoom. Exploding into popularity, the now-dominant video service has become known for its ability to speak both one-on-one and with multiple participants, along with the easy way folks can dial in.

Why we picked it

Zoom is very easy to use and offers solid sound quality. Anyone can download the software relatively easily, and the prices are manageable. Plus, with hundreds of participants being able to be squeezed into a meeting, you can have big and small calls.

Best for

Zoom is best for small to medium-sized businesses, though solopreneurs can also benefit.

Price

Zoom is available for free in a stripped-down version. However, they also offer (when billed monthly):

• Pro: $15.99/per user
• Business: $19.99/per user
• BusinessPlus: $25/per user

Key features

• Online whiteboard
• 300 participants in a single call
• Video and audio conferencing
• Conversation analysis

Customer service

Zoom offers a Support page with articles about the service and a place to create an online ticket. Licensed Zoom users can also call Support for help.

User reviews

G2 Reviews – 4.5 out of 5 Stars

Pros & cons

4. RingCentral

RingCentral is a conference call company which has been serving the business community for years, and their services extend to conferencing. In fact, we’ve rated it as one of our best conference call services. Why? Read on for more!

Why we picked it

RingCentral’s service is incredibly easy to use. One of the key benefits is the ability of practically anyone – given permissions – to join, making it a highly useful corporate conference call solution. On top of this, they also offer many key features that are crucial to making a helpful and useful VoIP service.

Best for

RingCentral is best for medium to larger businesses, though smaller businesses can also find that the service is helpful.

Price

RingCentral has three pricing plans:

• Core: $20/per user
• Advanced: $25/per user
• Ultra: $35/per user

Key features

• Internet and non-internet phones can call in
• Call delegation
• Call forwarding
• Call flip

Customer service

RingCentral offers a Support page with how-to guides, along with a chatbot.

User reviews

G2 Reviews – 3.9 out of 5 Stars

Pros & cons

5. Nextiva

Nextiva is a virtual phone service which offers many features, including the ability to host conference calls. It lands on its spot in our list because, while the above systems are ranked higher, it still manages to pack a punch when it comes to quality and quantity of features.

Why we picked it

Nextiva offers the ability to host up to 200 people for HD-quality web conference calling, offering video conference calling services along with just voice. Their own app also makes joining extremely easy, and crystal clear audio makes it a real winner.

Best for

Nextiva is best for small to medium-sized businesses.

Price

Nextiva is slightly different from the other options in our list in that their pricing is based around either Business Communication or Contact Center; for the former, it depends on how many users you have. But with 5-19 employees (or at least, users), per year the costs are:

• Essential: $21.95/per month/user
• Professional: $25.95/per month/user
• Enterprise: $35.95/per month/user

Key features

• Dial-in number for mobile devices
• Auto attendant
• Call recording

Customer service

Nextiva’s Support page has videos and guides for how to use their product. If there is a number for users of their paid conference call services to call for help, it is not available through scanning their page.

User reviews

G2 Reviews – 4.5 out of 5 Stars

Pros & cons

6. Skype

Before there was Zoom, there was Skype. Skype was once the dominant VoIP-type calling service; once it was purchased by Microsoft, it shot into popularity in a way it had never reached before. Though Zoom had surpassed it during the pandemic in terms of popularity, Skype is still extremely present and is a reliable conference bridge service.

Why we picked it

Skype is something that everyone and their grandmother – oftentimes literally – has been able to use for decades. It is very easy to understand, international calling is relatively cheap (though not free), and offers relatively solid video capabilities. Skype has, likely in an attempt to keep up with Zoom, also managed to update itself in some pretty useful ways, like being able to host calls with up to 100 people without anyone needing to download the software.

Best for

Skype is best for smaller to medium-sized businesses.

Price

Skype is free to use. Purchasing minutes for international calls may vary in price, depending on where you are making the calls and what currency you are purchasing the minutes in.

Key features

• Easy-to-use calling
• 24 hour-long calls
• Free calls

Customer service

Skype’s Support page, like some others here, has both videos and guides, along with FAQs. You can speak to a virtual agent. They have a Contact us page, but getting to an agent is extremely difficult.

User reviews

G2 Reviews – 4.3 out of 5 Stars

Pros & cons

7. Webex

Webex is not as well known as some of the other names on our conference calling platforms list, but you probably have heard of their owners: Cisco. Calling itself a “collaboration suite,” Cisco offers users the ability to have large amounts of people easily join your calls.

Why we picked it

Ease of use is important, as is pricing. Webex offers both of those and more, including some pretty unique features amongst conference call providers, like closed captioning for multiple languages, live polling, and the ability to join overlapping meetings at the same time (for the multitaskers out there).

Best for

Webex is best for medium to larger businesses.

Price

Although Webex offers a free tier, they are not a free conference call service, as the free tier is very bare bones. The pricing per month/per license is the following, when billed annually:

• Free: $0
• Meet: $12
• Suite: $22.50
• Enterprise: Contact them for more

Key features

• Free 40 minute calls on the lowest tier
• Voice optimization
• Secure lobby

Customer service

Webex’s Support page outlines the seemingly complex process of getting help from support.

User reviews

G2 Reviews – 4.3 out of 5 Stars

Pros & cons

8. GoToMeeting

GoToMeeting returns us to the more well-known services on our list. This telephone conferencing service prides itself both on quality of call and on the security of said call.

Why we picked it

GoToMeeting, like the other conference line providers on our list, figured out that a lack of downloads makes people want to use your product more; in fact, it’s this focus on flexibility which landed them on our list. Their focus on security – not allowing randos in – seems to be an attempt to land people disconcerted with the “Zoom bombing” which was so popular during the pandemic.

Best for

Webex is best for solopreneurs and smaller businesses.

Price

Like many others, GoToMeeting has three price tiers. When billed annually, per user the cost per month is:

• Professional: $12
• Business: $16
• Enterprise: Contact them for more

Key features

• Automatically generated meeting transcripts
• Risk based authentication
• Chat rooms with coworkers

Customer service

On GoToMeeting’s Support page, you can find guides, and a virtual agent chatbot. Through the latter you can join help sessions.

User reviews

G2 Reviews – 4.2 out of 5 Stars

Pros & cons

9. Microsoft Teams

Microsoft Teams is the adopted brother of Skype (or more so, Skype is its adopted brother). Microsoft is trying to replace Skype for Business with Teams, and it’s clear why: Teams is a more modern and more widely used conference calling service by professionals, like teachers and offices.

Why we picked it

Microsoft Teams is developed by Microsoft, which has clearly thrown its weight behind the product. Not only is it intuitive to use, but it ties into Office 365 and its fleet of apps. Plus, it is extremely cheap – it is one of the cheapest on our list.

Best for

Microsoft Teams is best for businesses of all sizes, from small to large.

Price

Teams has three price tiers. When billed annually, per user the cost per month is:

• Microsoft Teams Essentials: $4
• Microsoft 365 Business Basic: $6
• Microsoft 365 Business Standard: $12.50

Key features

• Integration with Office 365
• File sharing
• Polling

Customer service

Teams’ Support page offers guides, but there are no clear ways to talk to an actual human.

User reviews

G2 Reviews – 4.3 out of 5 Stars

Pros & cons

10. Vonage

Rounding out our list of best conference calling services is Vonage, a long-serving phone company. Operating since just before the turn of the century, they have lots of experience connecting people, be it via one on one calls or as a conference call service provider.

Why we picked it

Vonage’s conference call service for business is packaged into their “Unified Communications” product. It’s a well-known brand and, as they have been around a while, are well built and clearly know both the industry and the product. They have a decent offering of features as well.

Best for

Vonage is best for medium and small businesses, though larger ones can also use this video conference call service.

Price

Vonage, like Nextiva, is priced depending on how many users you have on a sliding scale. For 20, the price per month per user is:

• Mobile: $14.99
• Premium: $24.99
• Advanced: $34.99

Key features

• Attendee chat
• Team whiteboard
• Lock meetings

Customer service

Like many other selections on here, Vonage’s Support page does not make it clear cut of how to contact a human – though they offer written guides.

User reviews

G2 Reviews – 4.3 out of 5 Stars

Pros & cons

Other conferencing services considered

Of course, there are other teleconferencing services available to consumers which did not quite make our list. There are hundreds of these companies, so it can be particularly difficult to choose one or the other – and certainly to pick a top ten! Here are a few which are solid services but which, for one reason or the other, just did not quite make our list.

1. Vast Conference: While this telephone conference service is well-constructed and has some useful tools – like integration with Office 365 – and is very useful for international calls, it just does not offer enough unique features (like Call Whisper) otherwise to warrant inclusion on our list.
2. Google Hangouts: While this one is very famous and reliable, Google’s well-known issues with customer support – namely them being a gigantic corporation which has little time for individuals – caused this one to miss out on the spot.
3. Arkadin: Arkadin is a solid pick, as they offer meetings with up to 100 people and have some major features like call recording and local language help. The problem, however, is that they do not offer many more features beyond absolutely crucial ones and seem a bit old-fashioned (talking about “point-and-click” on their console).
4. ClickMeeting: Another pick with all of the standard bells and whistles, but it does not really allow for tons of customization options, which is a pretty important part of a modern conference call service.
5. Fuze: While Fuze offers a lot of key features, some users have reported connectivity issues, which is a real no-go if you are relying on a service for conference call plans.

Why do you need a conference call service?

In the modern world, with people more spread out than ever before, you cannot be caught relying on old ways of communication. If you are to succeed in today’s fast-paced world, getting a conference call number is a key way of getting started. And by using the services on our list, you’re already ahead of the competition!

How to choose a perfect conference calling service

When looking to run your own telephone conference calls, it’s important to keep some things in mind. Answers to the questions below will help you to make the right choice:

1. How often do you want to make calls? Will you rely on this service a lot? Or just on occasion?
2. Will teams individually be working? Or will it be across the entire company?
3. Do you need to focus on ease of use? When starting up a conference line, will you have to think about how easy it will be for your participants to use the call? Are they techies, or do they have difficulties with it?
4. Do you want records? Are you going to want to be able to refer back to it, or can it be forgotten easily?
5. How long will your calls last? Do you need a service which can hold out for the long haul, or are only short talks necessary?
6. How much money do you have? This can be a painful question, but it’s also necessary: do you have the cash to spend on a quality service?
7. How many people will be talking usually? Are we talking (pun intended!) ten? Or hundreds?
8. What else do you need? Are you only looking for a conference calling solution, a web conference call, for a way to make video conferencing – or something more?

Key features to look for in conference call service

• Transcriptions: Being able to read what was said afterward can be crucially important. It means you do not have to have constant notes being taken, and you can also have something to refer back to. Plus, for larger and more important meetings (like shareholder meetings), it comes across as more professional.
• Recording: While transcripts are helpful, they are not always perfect. A recording of what went on in your conference call line can be extremely helpful.
• Closed captioning/inclusive access: Not only will having something like this make you seem more inclusive and aware of people’s diverse needs, but it also can simply help people who might not be able to play sound at the moment.
• HD Video and Audio: These calls can sometimes involve lots of people. And nothing is worse than having lots of people on a call and just hearing (or seeing) static and laggy images.
• Muting: Even if you do not have troublemakers, sometimes people make noise without realizing it; or, conversely, you might just want to be able to draw attention to the speaker.
• Breakout rooms: Especially useful for team-based talks or for teachers, this feature lets your attendants have “mini calls” where they can discuss what was said or come up with new ideas.
• Voice optimization: If there is sound around a speaker, having this feature can help their voice cut through it and be more clear cut for your attendees.
• Integration with other features: When making a comparison of conferencing call services you should think of what else you’ll use it for. Make sure to check how well the service matches with the other features.
• File/data transfer: In modern calling, being able to show others what you’re talking about is important. But even better is them being able to get the information themselves in real-time. Having a service which allows you to transfer data while in-call can be a boon – and can convey professionality.

Enjoy conference calls with your team

At the end of our list, you hopefully have a better idea of what conference call tools can do for you – and of which ones are best for your business.

Phone conference calling is simply a must-have, which is why we’ve put together the above list of Grade-A which can help your business do what it does best: provide services for customers. From MightyCall on down, any of these companies will surely be a great addition to your business’ repertoire.

The post Best Conference Calling Services in 2024 first appeared on MightyCall.

• What is a VoIP?;
• How does a VoIP phone service work?;
• The list of top VoIP in Canada;
• Top VoIP services in Canada: Comparison;
• 10 best VoIP providers in Canada: Overview;
• How we ranked these 10 best VoIP in Canada;
• How to choose the best Canadian VoIP phone for business;
• Key features to look for in Canadian VoIP providers;
• How much does a VoIP provider in Canada cost?;
• With a VoIP phone in Canada, be present from Newfoundland and Labrador to Yukon.

What is a VoIP?

VoIP stands for Voice over Internet Protocol. It lets you make and receive phone calls over the internet. Using VoIP phone service in Canada is simple. Instead of desk phones, with a VoIP service, you need any internet-connected device (laptop, smartphone, or tablet).

Voice over IP technology also oftentimes includes things like IVR, call forwarding, call queues, and more, which help take the quality of communication with clients and business partners to a new level.

How does a VoIP phone service work?

When you use your VoIP phone, you begin the call by dialing (or you pick up, if you have been dialed). Then when you speak, the sound is broken up into what we can call digital packets. Those packets are then sent through the internet to the destination (namely, the person or people with whom you are speaking). They then are reconstructed there and emerge out of the receiver as audio (your voice).

This all happens incredibly rapidly; if it did not, conversations would be impossible.

This is done over the internet, so to use a VoIP phone system in Canada, you need to be plugged into a router/wall socket (as some computers have this capability) or you need Wi-Fi or satellite signal (an internet connected phone).

The list of top VoIP in Canada

There are a lot of VoIP providers in Canada. But as to who is the best – well, we thought we’d help you out there with a list:

1. MightyCall – best all around VoIP for small business in Canada
2. GoTo – best for video calling
3. RingCentral – best for experienced service
4. Net2Phone – best for lower prices
5. OpenPhone – best for intuitive SMS software
6. Dialpad – best for AI technology
7. Ooma – best for unique features
8. CallHippo – best for ease of use
9. 8×8 – best for streaming meetings
10. Aircall – best for flexibility

Top VoIP services in Canada: Comparison

10 best VoIP providers in Canada: Overview

1. MightyCall

MightyCall is a premier company and one of the top VoIP providers in Canada. That’s because they offer features which are useful for companies of all sizes, from a small business to call centers. Constantly innovating and offering a deep bench of crucial features, they are well-equipped to take your burgeoning business to the next level – and if your business is not burgeoning, they can help get it jump started.

Why we picked it

MightyCall is an incredibly well-rounded program and does not have anything seriously lacking when it comes to providing the tools and features necessary for businesses looking for a solid option. The interface is extremely user-friendly, and no features are wasted.

Best for

While MightyCall is best for small to medium sized businesses to call centers, they can comfortably provide service to many types of businesses, including solopreneurs.

Pricing (user/month)

• Core: $20 (when paid monthly)
• Pro: $25 (when paid monthly)
• Enterprise: Get a quote

Features

MightyCall has a lot of features, the key ones of which (though to be clear this is not an exhaustive list) are:

• Virtual Voicemail
• Call notes
• Automatic call distribution
• Multi-level IVR
• Live call monitoring
• Call whisper
• Call barging
• Call routing

Integrations

MightyCall offers integration with plenty of the top integration tools, like:

• HubSpot
• Salesforce
• Zoho
• Zapier

Pros & Cons

User reviews

TrustPilot: 4.⅗

Reviewers particularly liked the customer service/support and the ease of use.

2. GoTo

Number two on our list of business VoIP Canada companies is GoTo (also sometimes called GoToMeeting). A long-serving company, GoTo has a ton of experience bringing business closer with their clients. With a focus on meetings – both audio and video – this can be a powerful tool for businesses hoping to have a closer or more personal touch.

Why we picked it

GoTo is a well-known name in the business VoIP phone service industry, and it is not hard to figure out why. Their focus on being able to have “face to face” meetings which are high quality sets them apart.

Best for

GoTo is best for small to medium sized businesses.

Pricing (user/month)

• Business: $12 (when paid monthly)
• Professional: $16 (when paid monthly)
• Enterprise: Get a quote

Features

GoTo offers lots of features, including:

• Desk phone compatibility
• Quick-launch meetings
• Dial Plan Editor
• Call-routing scheduling

Integrations

GoTo offers integration with lots, like:

• Marketo
• Slack
• Zendesk

Pros & Cons

User reviews

G2: 4.2/5

Reviewers particularly liked video/audio quality and interface, though some had negative comments about the support.

3. RingCentral

RingCentral rounds out our top three on our list of top ten; if you are looking for the best VoIP provider for small businesses in Canada, RingCentral is an option you should not skip for your business. They have a ton of experience providing quality to their customers, as well as making sure that they are equipped with the key features they will need to succeed.

Why we picked it

RingCentral has just so much experience as being a well-rounded communications platform that it deserved a high spot on our list. Their recent acquisition of Hopin Events, an event management platform, is also particularly noteworthy.

Best for

RingCentral is best for medium sized to larger businesses.

Pricing (user/month)

• Core: $30 (when paid monthly)
• Advanced: $35 (when paid monthly)
• Ultra: $45 (when paid monthly)

Features

RingCentral’s long list of features includes:

• Auto call recording
• Digital white boards
• IVR
• Internet Fax

Integrations

RingCentral has the following integrations (this list is not exhaustive):

• Salesforce
• Zendesk
• Google

Pros & Cons

User reviews

G2: 3.9/5

Reviewers found the software to be extremely user friendly and a time saver, but took issue with customer service. Others reported having video issues.

4. Net2Phone

Coming in at number 4 on our list of VoIP phone providers in Canada is Net2Phone. While these guys are not as well known as some of the other options on our list, their ability to conduct business from a single place (thanks to the power of the VoIP phone) earns them a spot on our list.

Why we picked it

Net2Phone seems to know that it is lesser known, so it tries to make up for this – successfully – with much lower prices than many competitors, as well as providing all of the classic features you have come to expect from internet phone companies, and then some, such as 7-digit dialing and company directory, which are not as common.

Best for

Net2Phone is solidly best for medium sized businesses, as they seem built around medium sized offices (or at least workers of that number who may be spread out over a geographic distance).

Pricing (user/month, when the company has 10-24 users)

• Office: $25.99 (when paid monthly)
• Office Pro: $28.99 (when paid monthly)
• Office Power: $35.99 (when paid monthly)

Features

Net2Phone has plenty of features, including:

• Video conferencing
• Receptionist console
• User portal
• Auto attendant
• Busy lamp field

Integrations

Net2Phone offers integration with plenty of the top integration tools, like:

• Zoho
• Slack
• Zapier

Pros & Cons

User reviews

G2: 4.5/5

Reviewers had good things to say about how the service was user friendly and that the customer service was top notch. However, some had negative comments about the mobile app.

5. OpenPhone

Just about halfway down our VoIP phone Canada comparison list, we have OpenPhone. Like Net2Phone, they advertise as a one stop shop for business communications. And they are not wrong: whether you want to call Vancouver or Ontario, they are one of the companies you should consider going with when looking for a company which can keep you connected with your clientele.

Why we picked it

OpenPhone tries hard to make itself more than a place to make calls – and on that front they succeed. Their SMS software is intuitive, and does not feel like an add-on which they felt would be necessary; rather, it seems thought through and a real part of the software.

Best for

OpenPhone is best for solopreneurs and smaller to medium sized businesses.

Pricing (user/month)

• Standard: $17 (when paid monthly)
• Premium: $25 (when paid monthly)
• Enterprise: Contact them

Features

OpenPhone offers plenty of features, like:

• Snippets
• Internal threads
• Shared contacts
• User groups
• Auto-replies

Integrations

OpenPhone has the classic integrations including:

• Zapier
• Email
• Webhooks

Pros & Cons

User reviews

G2: 4.7/5

While some reviewers had issues with the Windows app, many liked the voicemail transcription and the flexibility the service offers.

6. Dialpad

Leading off the back half of our list of Canadian VoIP providers is Dialpad, a solid service well regarded for its offering of easy to conduct business meetings. Read on to find out how it stacks up to the other services on our list.

Why we picked it

Dialpad is very well known, and has been a major peer competitor of other services for a while. Recently, however, they took a big step forward by being one of the first internet phone companies in Canada to make artificial intelligence – AI – a major part of their software, integrating it in order to help their users in new and inventive ways.

Best for

Dialpad is best for larger companies.

Pricing (user/month)

• Standard: $23 (when paid monthly)
• Pro: $35 (when paid monthly)
• Enterprise: Contact them

Features

Dialpad’s feature list includes:

• AI Recap
• Action item capture
• Web and chat support
• Global SMS capabilities
• 24/7 live agent support

Integrations

Dialpad’s integration list includes:

• Microsoft Teams
• Google Workspace
• Microsoft 365

Pros & Cons

User reviews

TrustPilot: 4.3/5

Reviewers were very happy with customer support but some complained of glitches in the system.

7. Ooma

Ooma is a service which offers both residential and business-oriented plans. As our list is focused on business tools, we will only be discussing the latter.

Why we picked it

As a company with a lot of different offerings for both home and business solutions, you may worry that they are not focused enough on being a great VoIP option. But fret not: their plethora of features shows that they made sure to put out a finely crafted product.

Best for

Ooma is best for smaller, family-owned businesses.

Pricing (user/month)

• Essentials: $19.95 (when paid monthly)
• Pro: $24.95 (when paid monthly)
• Pro Plus: $29.95 (when paid monthly)

Features

Ooma’s features include:

• Ring groups
• Digital Fax
• Call Recording
• Enhanced Call Blocking
• Hot Desking

Integrations

Ooma’s integration list includes:

• Salesforce
• Microsoft Dynamics 365

Pros & Cons

User reviews

TrustPilot: 2.6/5

Reviewers have reported serious audio quality issues. However, others have noted that adding new extensions is fairly easy.

8. CallHippo

Like Ooma and other VoIP companies in Canada, CallHippo offers two different types of services: one for call centers, and one for office phone systems. And like before, here we will be focusing on how CallHippo serves offices across Canada.

Why we picked it

CallHippo has lots of experience with VoIP. They also offer some fairly rare features, like Email Tagging, which make them worth taking a look at.

Best for

CalHippo is best for larger offices.

Pricing (user/month)

• Starter: $18.99 (when paid monthly)
• Professional: $29.99 (when paid monthly)
• Ultimate: $40.99 (when paid monthly)

Features

CallHippo has features like:

• Call Tagging
• Digital Fax
• Call Notes & Ratings
• Call Cascading
• Web Hooking

Integrations

CallHippo’s list of integrations includes:

• Hubspot
• Zoho
• Zapier

Pros & Cons

User reviews

G2: 4.4/5

Users have said that the sound is clear but that there are sometimes small dashboard glitches.

9. 8×8

8×8 is an advanced system in that it offers a large amount of features, including some unique ones, like Conversation IQ.

Why we picked it

8×8 is also a VoIP phone in Canada company specializing in multiple things: contact centers, business phone, and video meetings. For our purposes, we will be focusing on their business offerings.

Best for

8×8 is best for medium to larger businesses.

Pricing (user/month)

• X2: Contact them
• X4: Contact them

Features

8×8’s features include:

• Voicemail transcription
• Private/public live streaming of meetings on YouTube
• Call analytics
• Multi-level auto attendant
• Presence detection

Integrations

If you are looking for 8×8’s integrations, you’ll be happy to be able to use:

• Salesforce
• Google Workspace
• Copper

Pros & Cons

User reviews

G2: 4.1/5

Users have praised the reliability while also criticizing the ease of use for those who are less technically proficient.

10. Aircall

Coming in last but certainly not least is Aircall. Serving Canada with VoIP calling, Aircall features all the key tools they need to qualify as one of the best VoIP providers in Canada.

Why we picked it

Aircall puts a focus on flexibility, and it comes through in their offerings. One of their most notable options is the ability to have simultaneous outbound calls.

Best for

AirCall is better for larger companies.

Pricing (user/month)

• Essentials: $40 (when paid monthly)
• Professional: $70 (when paid monthly)
• Custom: Contact them for details

Features

Aircall features include but are not limited to:

• Mandatory call tagging
• Power Dialer
• Unlimited calls within the US and Canada

Integrations

Aircall has plenty of integrations, including:

• Hubspot
• ActiveCampaign
• Salesforce

Pros & Cons

User reviews

G2: 4.3/5

With such a rating on G2, Aircall ranks solidly in the midst of the best VoIP phone service in Canada.

How we ranked these 10 best VoIP in Canada

If you are wondering how we ranked our list of VoIP service providers, do not fret: we did not just throw darts at a wall. Out rankings were developed by analyzing the following criteria, all of which are key to a functioning Canadian business VoIP provider:

• Features: Does the system actually offer you something serious? Some hosted VoIP services are extremely bare-bones – but some also offer a lot of what we can call “fluff features” which do not actually help you much. The right balance is key.
• Price: How much does the software cost? This is pretty important for any small business, and it was important in our rankings as well. Is the price accordant to the service provided?
• Call quality: Do phone calls sound like you are speaking through a blender? Does it only work when the signal is at its absolute best? These all mattered in our ranking system.
• User support/quality of service: When you actually need help – which should hopefully be a rarity – can you get it? Or are you directed to some sort of FAQ page with the possibility of having an agent get back to you in a week?
• Ease of use: Is it easy for non-techies to use? We do not mean it should be made for a five year old, but is it overly complex in an unnecessary way?
• Reliability: Having a high uptime can be extremely important. The last thing you want is for an important meeting or call to be interrupted because of a signal issue or audio issue. It won’t be your fault, but it will still look bad for you. Don’t take the risk.

How to choose the best Canadian VoIP phone for business

But what about the things you yourself should be paying attention to? After all, our list is not necessarily exhaustive, or there may be things that you want to keep up with yourself.
It may be the following (use this points or come up with your own):

• Baseline VoIP Features: Does the service have the tools you need? Does it have things like an auto attendant? If not, keep on looking elsewhere.
• Cloud-Based or On-Premises System: Is the system based in the cloud – meaning you can access it from anywhere – or is it an older system, based around a physical box? If it is the latter, that can be more expensive and can require technicians to fix.
• Network and Hardware Considerations: How many people do you have in your office? Is your Wi-Fi the kind which is made for one person living in a college dorm, or is it the kind which can handle potentially dozens of calls being made at the same time? Some VoIP in Canada may require the most reliable internet, whereas others can work with weaker signals.
• Make Sure Remote Workers Are Up to Speed: Do your employees know how everything works? Have they worked with this system before, or have they never even worked remotely? How difficult will it be to train them?
• Provide Your Workers with Convenience: Making calls all day can be stressful enough. Don’t add to that stress for your agents by providing them with difficult-to-use software.
  Security: Your employees working from afar may mean that they use Wi-Fi which isn’t the safest (like unsecured coffeehouse internet). If they do, will your VoIP provider have other protections?

Key features to look for in Canadian VoIP providers

We have discussed some of the key features offered by Canadian VoIP providers above in our pro and cons lists, but in case you need it crystal clear so that you do not leave any off of your list, here are a few that your business cannot do without:

1. Call recording: This is a staple, fundamental VoIP feature. This can help save you from frivolous lawsuits, can help you train your employees, and can help you to remember what you may have forgotten.
2. Auto attendant: Up there with call recording is this crucial feature. Without this feature, you simply are not getting the best for your small business. This feature helps you to organize your callers without having had to even speak to any of them.
3. Call forwarding: Another crucial part of any VoIP plan is call forwarding. This allows you to forward calls which are to a specific number to another one; this lets you have calls to numerous numbers go to one central “place.”
4. Texting: Modern communications essentially rely on texting. To not have this feature would be to be stuck in the past.
5. Real-time analytics: Always know what is happening in your business. Find out when calls are being made, when they are being missed, who is making them, and more.
6. Call whisper: Being able to speak to your agents without the person on the other end knowing can be a big boon when it comes to training new agents.
7. Call notes: With cloud-based VoIP phones, your employees can leave notes about calls for fellow agents, to keep them in the loop so that there are no awkward moments or important information missed. This can really be important when it comes to appearing as a professional and serious company.
8. Virtual voicemail: Your colleagues and employees may need to listen to a ton of voicemails – and some of them can get rather meandering. But here, you do not need to worry about that, because with virtual voicemail you can read them – which is a far more quick solution.

How much does a VoIP provider in Canada cost?

While you can look above for the particular prices of our reviewed VoIP providers, you may be wondering what the general price is across all companies. While a singular industry average is hard to pinpoint – especially when prices scaled on how many employees you have are taken into consideration – generally speaking prices range from around CA$15 to as high as CA$100 or more.

MightyCall’s prices are on the lower side, with the lowest tier starting at only $15 a month.

With a VoIP phone in Canada, be present from Newfoundland and Labrador to Yukon

When looking for a phone service provider, you want to make sure that you get only the best for yourself, your employees, and your business. After all, you do not want to be jumping around a lot with providers – so it is best to take your time and really think about what YOU need for YOUR business. Don’t allow yourself to rush what will be such an important decision. To help you make it, we scoured Canada for nothing but the best Canadian VoIP providers, and the result was our list above. When you are ready to make a purchase and select a company, be sure to consult our list to make sure that it lines up with what you need.

And while you are looking, we’d love it if you checked out MightyCall. It’s a system made for businesses like yours: with a laundry list of key features, security, and customer service to boot.

The post Best VoIP Providers in Canada: Detailed Business Phone Service Comparison first appeared on MightyCall.

Top IVR systems enhance customer satisfaction by swiftly addressing their basic inquiries, freeing up your agents to tackle more complex issues effectively.

• What is IVR software?;
• How does IVR software work?;
• The list of 10 best IVR systems;
• Top IVR software: Comparison;
• 10 best IVR service providers: An Overview;
• How we ranked these 10 IVR solutions;
• Benefits of interactive voice response software;
• How IVR software improves customer experience?;
• How to choose the best IVR service provider;
• Key features to look for in IVR solution;
• Best practices for IVR software setup;
• The right IVR provider will improve customer experience.

What is IVR software?

Interactive Voice Response (IVR) is a piece of technology which provides callers with a selection of options which are pickable by voice or by selecting a number on the phone’s number pad. These systems can have one layer of menu options, or many.

How does IVR software work?

When used correctly, IVR software can be a real boon to businesses which may be facing surges of calls (or may simply have lots of calls to work with day to day). But how specifically can it help businesses?

• Save agent time: By potentially answering questions early, agents have their time saved. Plus, the system can help guarantee that customers are sent to the right agents
• Route calls correctly: As we hinted above, by asking clients what exactly they need, you can be fairly sure that they will actually get to the human assistants they need to speak with, instead of playing a game of call transfer.
• Provide new information: Did you change your hours recently, or did you start a new sale? Perhaps you have opened a new location. Either way, you can use interactive voice response to ensure that callers find that out.
• Receive payment for bills: Is a customer just trying to pay their bill? They can use the IVR menu to input payment information instead of speaking with a person.

The list of 10 best IVR systems

Based on our criteria, these are the best service providers we found for your perusal and consideration:

1. MightyCall – best solution all around
2. Twilio – best for price flexibility
3. NICE – best for AI coaching
4. CallHippo – best for powerful features
5. Genesys – best for optional AI
6. Talkdesk – best for sleek appearance
7. CloudTalk – best for international companies
8. Dialpad – best for AI integration
9. GoTo – best for experience in the business
10. Aircall – best for feature flexibility

Top IVR software: Comparison

10 best IVR service providers: An Overview

MightyCall

MightyCall is a well-rounded, premium IVR service provider. Cutting out all the extra fluff, they provide users with the cloud-based tools they need to succeed in reaching customers efficiently and organizing incoming calls.

Why we picked it

MightyCall has recently expanded its operations to include a focus on call centers, of which having a strong IVR platform is a large part. This has meant the introduction of some really exciting new features, along with a reinforcement of older, trusted ones. The result is an incredibly useful and trustworthy package for businesses small and large, making it one of the most popular IVR solutions on our list.

Best for

MightyCall is generally best for SMBs to call centers.

Pricing

All prices shown are per/user month, paid yearly, unless otherwise stated:

• Core: $15
• Pro: $20
• Enterprise: Contact for details

Features

• Call routing
• Automatic call distribution
• Multi-level IVR
• Call queues
• Call forwarding

Pros & Cons

User reviews

TrustPilot: 4.3/5

Commenters pointed to the easy to use multi-level IVR.

Twilio

Coming in second on our list is Twilio, which is unique in that they have a pay for what you use method. As a result, it is built around offering a lot of separate pieces that you yourself are the one putting the pieces together.

Why we picked it

Twilio is, frankly, unique, and it deserves to be considered one of the best IVR systems on this list because it attempts to do something different. It may not be the best for those who want to have a simple package and move on, but it’s certainly worth investigating.

Best for

Twilio is generally best for solopreneurs and small businesses.

Pricing

All prices shown are per/user month, paid yearly, unless otherwise stated. Twilio’s pricing is based on what you use, so all separate pieces are priced separately, depending upon how much you use them. For more, check out their website or contact their sales department. However, they have looped some packages together:

Features

• SMS texting
• Archive conversations
• Verification (anti-bot software)
• Automated software

Pros & Cons

User reviews

G2: 4.3/5

Commenters liked the customization but had concerns over customer support.

NICE

Nice is one of the few IVR vendors who has jumped aboard the AI train, as much of their sales pitch is around the fact that they offer it. With the AI, agents can receive coaching in real time and help to address customer complaints.

Why we picked it

Nice’s AI is something others do not offer, and while it may perhaps be a bit too early to completely rely on AI, it is still an interesting proposition that they offer, and one worth looking into, especially if you have just hired a lot of new hands who may need extra support.

Best for

Nice is best for burgeoning call centers.

Pricing

All prices shown are per/user month, paid yearly, unless otherwise stated.

Like Twilio, Nice adopts a pay as you go pricing plan – unfortunately, this means that prices are effectively impossible to discern unless you speak with an agent.

Features

• CX data
• AI help
• UCaaS integrations

Pros & Cons

User reviews

G2: 4.3/5

Commenters liked the AI support.

CallHippo

CallHippo has plans for call centers and for smaller offices, and like MightyCall are relatively speaking a solid well rounded company. Although some key features (as we will discuss) are only available on higher tiers, they are still worth a look as they offer some powerful features.

Why we picked it

CallHippo has lots of experience in this sector, and they of course are an IVR system provider. The duality of it – offering both office level technology as well as tech for call centers – is helpful for businesses which want to provide customer support in a way which is shaped around customer needs.

Best for

It depends what you are looking for, but generally CallHippo is better for larger offices or smaller call centers.

Pricing

All prices shown are per/user month, paid yearly, unless otherwise stated, for their Call Center Solutions:

• Basic: $0 (pay only for numbers)
• Bronze: $16
• Silver: $24
• Platinum: $40

Features

• DID group
• Embedded Dialer integration
• Live Call

Pros & Cons

User reviews

G2: 4.4/5

Commenters approved of audio quality.

Genesys

Genesys, like Nice, offers AI. However, where Nice effectively integrated it into all of their plans, Genesys offers it on the side. While this makes it more expensive, it also makes it easier for folks who want a more simple plan.

Why we picked it

Genesys offers the best of both worlds: simple IVR solutions for those who want straightforward help, and complex AI opportunities for those who really want to get the cutting edge. This makes them rather unique and worth a look, in our eyes.

Best for

Genesys is better for larger call centers.

Pricing

All prices shown are per/user month, paid yearly, unless otherwise stated. AI as an add-on starts at an additional $40 per month.

• Cloud CX 1 (Voice): $75
• Cloud CX 2 (Digital): $95
• Cloud CX 2 (Digital + Voice): $115
• Cloud CX 3 (Digital + WEM): $135
• Cloud CX 3 (Digital + WEM + Voice): $155

Features

• Inbound Voice Routing
• Callback (Software and Web)
• Inbound/Outbound Blending

Pros & Cons

User reviews

G2: 4.3/5

Reviewers were very pleased with the quality of the software, though others lamented the higher costs.

TalkDesk

TalkDesk has also joined the side of AI, by offering what they call an AI-powered cloud contact center platform. This allows for cutting edge technology; however, like Genesys, the software is extremely expensive. Is it one of the best IVR solutions? Let’s see how it stacks up.

Why we picked it

TalkDesk offers modern technology in a sleek, well organized package. There is not really any reason why you should not at least consider it for your business, provided you have the funding for it.

Best for

Like Genesys, TalkDesk is better for larger call centers.

Pricing

All prices shown are per/user month, paid yearly, unless otherwise stated:

• CX Cloud Essentials: $75
• CX Cloud Elevate: $95
• CX Cloud Elite: $125
• Experience Clouds: View Packages

Features

• Voice Engagement
• Studio and Routing
• AI Trainer

Pros & Cons

User reviews

G2: 4.4/5

Reviewers loved that it was simple to use once it is set up, but did not like the difficulty in setting it up.

CloudTalk

CloudTalk is another solution which will be utilizing AI soon. Beyond that, however, they offer a variety of classic and unique VoIP features.

Why we picked it

CloudTalk offers a large amount of features, but they are unique in having among the largest amount of international numbers available in the market – great for companies which want to stretch overseas or across borders.

Best for

CloudTalk is best for large international call centers.

Pricing

All prices shown are per/user month, paid yearly, unless otherwise stated:

• Starter: $25
• Essential: $30
• Expert: $50
• Custom: Contact them

Features

• Wallboards
• Smart queueing
• Skill-based routing

Pros & Cons

User reviews

G2: 4.3/5

Reviewers like the amount of features but IVR reviews were so-so.

Dialpad

Dialpad is a VoIP company renowned for its ease of use and its long experience in connecting businesses and their customers.

Why we picked it

Like many of the others on our list, Dialpad too has adopted AI, and has managed to integrate it rather well into their systems. Using their tools, you can have powerful options for reaching your clientele.

Best for

Dialpad is best for SMBs to call centers.

Pricing

All prices shown are per/user month, paid yearly, unless otherwise stated:

• Standard: $20
• Pro: $25
• Enterprise: Contact them

Features

• AI Recap
• Action item capture
• Global SMS capabilities

Pros & Cons

User reviews

G2: 4.3/5

Commenters liked how smooth the service works (few hangups) but some reported glitches, such as automatic switching to DND during a call.

GoTo

GoTo has an absolute ton of experience with VoIP and meeting technology (you may recall their commercials from the 2000s). As they were once just known as GoToMeeting, you may have guessed they put a premium on audio and visual meetings.

Why we picked it

Their experience with meetings alone makes them worth taking place in our best IVR providers list, but the fact that they are an older company which has also managed to modernize successfully also makes them stand out.

Best for

GoTo is best for smaller businesses.

Pricing

All prices shown are per/user month, paid yearly, unless otherwise stated:

• Business: $12 (when paid monthly)
• Professional: $16 (when paid monthly)
• Enterprise: Get a quote

Features

• Desk phone compatibility
• Dial Plan Editor
• Call-routing scheduling

Pros & Cons

User reviews

G2: 4.2/5

Poor support caused a kerfuffle for some users, but the easy to use interface received strong commendations.

Aircall

Last on our list is Aircall – though that by no means should lead you to skip them when looking for the best IVR software out there!

Why we picked it

Among all of the options on our list, Aircall particularly focuses on flexibility, which they use to great effect when it comes to features like simultaneous outbound calls. Aircall is notable for its user-friendly interface and smooth integration features, making it a preferred option for businesses in search of practical IVR solutions. This system not only simplifies the handling of calls but also offers useful analytics, aiding businesses in constantly improving their interactions with customers and the overall quality of service.

Best for

Aircall is best for call centers.

Pricing

All prices shown are per/user month, paid yearly, unless otherwise stated:

• Essentials: $30
• Professional: $50
• Custom: Call for details

Features

• Power dialer
• Mandatory call tagging
• Que callback

Pros & Cons

Pros & Cons

User reviews

G2: 4.3/5

Customers loved customer support, but had some issues with occasional bugs.

How we ranked these 10 IVR solutions

We ranked the best IVR service providers using a variety of metrics, ranging from usability to price to the amount of features they used. For the entire list, including:

• Features: How many features do they offer? Are the features actually useful, or just fluff?
• Price: Is the service affordable, or hilariously overpriced?
• Total cost (including add-ons): Some services like to get away with hidden fees. But they didn”t get by us!
• Quality of service: How is the customer support help? If something gets wonky with the software, can you get the support you need to see it through? Or will you just be sending emails with no response?
• Ease of use: Not everyone is good with technology, but all business owners need to use it. Is the program something that someone without a degree in IT could use?
• Reliability: Is the service providing an actually good product that you can count on in high call volume moments? Are calls dropped, is audio clear?

Benefits of interactive voice response software

Still not totally sold that a focus on an IVR phone system is something you should have? Here are a few more reasons why it’s a good idea:

More skillful agents

When live agents have people who directly need their help, as opposed to those who have been wrongly sent to them, they will ultimately learn how to do their jobs better. With IVR software, they will waste less time doing work that they are not supposed to be doing.

Happier customers

If someone is calling with a simple question, like if you have something in stock or if you are closing on Saturdays, they may be rather frustrated if they have to wait in line for ten minutes just to get an answer which could take all of ten seconds.

Greater productivity

With more correctly directed customers, and customers who have easier issues having been weeded out, agents will have more time to focus on the people who really need help.

More services rendered

With organization comes the ability to make more connections and make more sales. You’re effectively saving yourself money and making it by switching to more convenient systems.

Professionality

Nothing is less professional than having a long line of people on hold hearing nothing but a beep or the same 30 seconds of music repeated over and over again. With cloud-based IVR software, you can seem more professional before the caller even speaks to a representative.

Improved customer self-service

Interactive Voice Response (IVR) software empowers customers to resolve simple queries themselves, enhancing their experience. This self-service option speeds up the process, allowing customers to quickly find answers without waiting for an agent, leading to increased satisfaction and loyalty.

How IVR software improves customer experience?

A study by Velaro revealed that about 2/3 of people will either wait on hold for a minute – or not at all. Which means if you make people wait without giving them a chance to address their questions, you could be missing out on way over half of all of the people who call you on a given day! You might as well be burning money.

At the same time, when you get them to hold on, they still might not be all that happy. Only 50% of callers in the survey found their menu trees to be “somewhat intelligent.” When you have a system which allows true flexibility, it is going to seem smarter for customers – thereby improving their experience.

With interactive voice response software, you are offering people the chance to feel heard and get their questions answered immediately (and the chance to have shorter hold times).

How to choose the best IVR service provider

Choosing the right IVR service provider can be tough. When doing so, it can help to come up with a rubric of some of the key aspects you should be considering. Here are a few:

• Figure out what you need to accomplish: Why are you even considering IVR software? Is it something that you just heard about, or have you been thinking about it for a long while?
• Determine if you will be experiencing a greater call volume: Will you have a need for it in the future? Are you planning on keeping your business, and your income, the size that it is, or are you hoping to expand it in the coming years?
• Examine where your team is working: Will you be staying in the office that you are currently working in? With so many teams moving to a work from home basis, is there a chance that you will instead shift that way as well?
• Determine what kind of software is best for you: Do you want software which can only work over traditional landlines? Or do you want something more modern, like VoIP software?
• Request more information: Once you have decided on your top IVR phone system, ask them for more information. Find out every piece of info you could need to make an educated decision.

Key features to look for in IVR solution

Call flow customization

Being able to mix and match your own call flow is critical to being able to truly make your business as flexible as you need it to be. Here you can direct callers where they need to go based on lots of things, including time of day.

Callback

Can’t get to every caller? Don’t worry. With this feature, your callers can simply ask for you to call them back, and agents can either automatically be directed to them when they have time, or they can call back at their leisure.

Call queue

Do you have lots of people calling you? With a call queue, you can have them “line up” and take their calls in the order you received them – ensuring that everyone manages to be heard.

CRM integration

Being able to integrate with key apps, like Zendesk or Zapier, can help make your business thrive with productivity, professionality, and modernity. If your chosen IVR service provider does not offer key integrations, you might want to look elsewhere.

Call forwarding

Keeping personal and business separate is important to work life balance. By being able to forward one number to another, you can have a wider presence and keep your personal life personal.

VIP and Block Lists

The best IVR can still be fooled. Without the ability to permanently block certain numbers, you’ll simply waste your agents’ time.

Ring groups

Sometimes when there are tons of calls, ringing groups can help your team most efficiently handle the incoming volume.

Automatic call distribution

But to make sure things don’t get too hectic, ACD feature lets you set things up and then watch as the calls roll in, without having to make constant changes.

Best practices for IVR software setup

So once you have completed your IVR vendor comparison and have picked a multi-level option, next you will have to set up the system itself. Fortunately this is not too hard; we however have picked a few things to keep in mind:

1. Keep it simple: People will be annoyed if they have to listen to a lot of extemporaneous stuff
2. Be easy to understand: Make sure that when you record, you speak clearly into the phone or microphone. Do not record when there is loud music around or other distracting noises.
3. Make the options sensical: You should order it for something like “Press 1 for X, Press 2 for Y.” Don’t place things out of order “Press 2 for X, Press 6 for Y,” unless you always have one option for the same number (Like “Press 9 for Agent”).
4. Give callers the chance to talk to real people: The point of setting up voice response software is to be able to get answers to callers before they talk to a person or to correctly direct them. However, some people REALLY want to talk to a person, and they should have the option.
5. Think about routing: Sometimes an agent might be temporarily away from their phone. Are there other routes you can set up to get your callers the answers they need?
6. Provide agents the ability to easily make themselves unavailable: If someone is directed to an agent but they aren’t there, and as a result the caller has to wait longer or worse, the call is dropped, then that just will not end well. Instead, take advantage of the options to provide alternatives for callers.
7. Allow for callbacks: Some folks really, really do not want to wait. So let them ask for a callback, lessening pressure on your agents and allowing the caller to not wait too long.
8. Take note of how the system is working: After a few months, ask your agents: how are they liking the current settings? Would they prefer it another way? Is there some way to make it better? Many IVR solutions offer serious flexibility – you should use it!

The right IVR provider will improve customer experience

Going with the right IVR provider can be one of the most important decisions you make as a businessperson. With the right technology, you can save time for your agents, for your callers, and for yourself – all while providing the best possible service for callers. There’s no shame in realizing it’s time for a change.

And when you’re changing, why not change to MightyCall? With a plethora of key features, incredible uptime, and a commitment to providing IVR solutions, it could be the change you need.

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