Categories   >   Call Center Scripting Software
Last Reviewed: November 13th, 2024

Best Call Center Scripting Software Of 2024

What is Call Center Scripting Software?

Call Center Scripting Software is designed to navigate customer service agents through calls using premeditated scripts. By standardizing responses to common customer inquiries, this software tackles the problem of inconsistent customer interactions and improves issue resolution time. It's not just customer service but also telemarketing and tech support industries that can unlock significant benefits including enhanced customer experience, increased agent productivity, and reduced training time. Key functionalities span interactive scripting interfaces, script customization, and performance tracking. AI-powered scripts and integration with other software, like CRM, are notable trends. Potential limitations typically include mechanical interaction that can weaken customer rapport and inflexibility for complex requests. Essentially, Call Center Scripting Software serves as a compass, guiding agents through the territory of customer interactions. Its value proposition lies in its capacity to streamline customer service efficacy and consistency, making it a trusted ally in any customer-centric business.

What Are The Key Benefits of Call Center Scripting Software?

  • Consistent customer interactions
  • Enhanced issue resolution time
  • Increased agent productivity
  • Improved customer experience
  • Standardized service quality
  • Reduced training period
  • Customized scripts
  • Performance tracking capability
  • Efficient call handling
  • Integrated CRM data
Read more

Overall

Based on the latest available data collected by SelectHub for 38 solutions, we determined the following solutions are the best Call Center Scripting Software overall:

Nextiva
Nextiva
Start Price
$20
Per User, Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Why We Picked Nextiva

Nextiva is a cloud-based platform that helps businesses communicate better with their clients. It offers SMS, chat, voice, video and surveys. The platform allows companies to provide improved customer service experiences. Users unanimously appreciate its usability. The customer support team is forthcoming and helpful according to most. Internet dependability is a major drawback witnessed by users. A huge chunk of users also complain about wait times. In short, organizations of any size looking for software that provides excellent phone services and affordable prices can give this a try.

Pros & Cons

  • Customer Support: Extremely helpful, friendly and knowledgeable customer representatives, according to 91% of users.
  • Cost: According to 90% of users who reviewed this pro, the software is affordable considering the services it offers.
  • Usability: 100% of users who mentioned the functionality said it’s easy to use.
  • Mobile App: Encounters technical glitches, according to 100% of users who reviewed the mobile app in particular.
  • Wait Times: According to 67% of users who reviewed this aspect, hold times are longer than usual.
  • Internet Dependability: 100% of users who mentioned this said the software heavily relies on high-speed internet connection.

Key Features

  • Mobile App: Connect with customers on the go. Stay in touch with customers, partners, employees and others, regardless of geographical locations. 
  • Web Conferencing: Enhance meetings by using unique and advanced tools. Access unlimited web conferencing to increase productivity and give prompt answers to customers. 
  • Team Chat: Send secure messages over a shared platform. Enable instant messaging, screen sharing, message history, video calls and more. Access it via iOS, Windows, macOS and Android platforms and allow up to 30 participants. 
  • Number Porting: Take your existing phone number and transfer it from the current carrier. Keep the existing number to ensure customers can connect without any hassle. 
  • Extension Dialing Number Change: Control and customize the extension numbering scheme for each location. Enable extensions from two to five digits. Decrease hold time for customers by allowing them to contact employees directly. 
  • Auto Attendant: Ensure customers don’t waste time. Play an instant automated greeting for customers to choose and connect with the correct department or individual. 
  • Advanced Call Routing: Determine the number of calls handled. Use a welcome message that lists extensions to ensure they speak with the appropriate individual. 
  • Call Analytics: Analyze historical data, ensuring informed and objective business decisions. Make predictions regarding future business opportunities and genuine connections with customers. 
  • Call Screening: Quickly identify spam and don’t waste time answering unwanted calls. Filter incoming calls by matching them to predetermined criteria. Use anonymous call rejection, private call rejection or number blocking to avoid spam callers. 
  • Call Recording and Rating: Access recordings directly from the reports. Listen, rate and share call recordings with team members. Create reports that organize and analyze company calls. 
  • Call Park: Place the call on hold or park it to continue conversing with a customer on a different telephone rather than disconnecting the call. 
  • Conference Bridge: Add a group of people to add to the phone call to facilitate collaboration. Listen to instructions and express options. 
  • Three-Way Calling: Increase productivity by taking two separate calls and turning them into one. Increase collaboration and efficiency, resulting in faster customer service. 
  • Conversational AI: Allow callers to describe the reason for calling in a preferred language rather than listening to a menu. 
  • SIP Trunking: Establish, modify and terminate multimedia sessions. Control voice, video and messaging applications required to converse with customers. 
  • Priority Alert: Make the phone ring differently based on particular contact and call information. Enable each priority alert to have a list of up to 12 numbers, a specific schedule and a holiday. 
  • Enhanced Voicemail Options: Add a personal touch to the customer service experience with a voicemail greeting. Send voicemails to another extension’s mailbox, enabling easy sharing of the voicemail with team members. Receive voicemail directly through email and access them whenever required. Read them in a text format instead of listening to the audio repeatedly by receiving it directly on the mobile phone. 
  • Live Chat: Offer customers the live chat option to connect with real human beings instead of bots. Enable instant responses to customer queries, reducing the time spent waiting endlessly for appropriate answers during chats. 
  • Unlimited Chat History: View customer conversations starting from their onboarding date. Ensure customers do not waste time by repeating information and become a part of their support team. 
  • Internal Chat: Allow employees to chat with one another using the same internal messaging tool. Communicate and collaborate with multiple team members without any hassle. 
  • Internal Wiki: Use help desk software to provide employees with the required information to respond promptly to customer queries. Enable employees to assist an increased number of customers while saving time and maintaining consistency. 
  • Faster Customer Assistance: Convert the chat into a case for a more extensive conversation. Activate chat/voice/email options in one place, allowing for better customer assistance. 
CallRail
CallRail
Start Price
$30
Annual, Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Key Features

  • Call Tracking: Discover which marketing tools successfully drive the most calls. Integrate call tracking data into marketing platforms. View call conversions, and. access contact details with every call. Record calls and listen to all customer interactions. 
  • Call Recording: Capture every meaningful conversation between employees and respondents. Assess the quality of current campaigns by getting information about what customers want. Set up a pre-call announcement informing customers that the call will be recorded for training purposes. Analyze recordings automatically and access transcriptions. 
  • Call Notifications: Respond to every inbound call with notifications. Access important caller information through messages. Get real-time email and browser notifications. Customize alerts as per requirements. Take advantage of unlimited team reports. 
  • Text Messaging: Allow leads to respond to campaigns through messages. Equip every purchased tracking number with text messaging. Keep a history of all conversations. Close deals faster and get notifications on mobile home screens. Send messaging data to marketing platforms. Create templates to reduce time spent sending standard replies. 
  • Operational Reporting: Use available insights to understand when teams should be available for callers. Get a lowdown of daily call volumes and figure out when you receive most calls. Obtain a missed call report over a chosen duration, including percentages. 
  • Agent Settings: Add members to the main account. Get detailed reports of agent productivity and activity logs. Allow agents to keep or remove their number for receiving calls. 
  • Source-Level Call Tracking: Use one tracking number for every campaign, and track online and offline sources. Receive in-depth caller information, and access a visitor timeline that provides details of inbound and outbound calls of each respondent. 
  • Conversation Intelligence: Analyze calls automatically and obtain metrics to improve customer service and train employees. Get automated recordings and call transcriptions instantly.  
  • Form Tracking: Discover which advertisement or keyword made customers submit a form. Get alerts when a high-value lead is interested along with combined metrics, making it easy to allocate money. 
  • Lead Center: Message, call and chat from one inbox. Organize contacts and keep them accessible. Keep track of team performance and improve customer service. 
Five9
Five9
Start Price
$100
Per User, Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Why We Picked Five9

The product offers a seamless customer service experience with prompt query and issue resolution. Support people are always willing to help and solve complex and lengthy issues with total productivity and efficiency. With the ongoing pandemic, businesses can let their employees work from home with the same productivity and little or no extra effort. However, the implementation process is cumbersome and takes a long time or users run into issues during deployment. Some features such as call hold, caller ID, call transfer and others aren’t up to the mark and hinder the calling process significantly. Overall, the product is an ideal choice for small and medium businesses. But be sure to demo extensively before buying!

Pros & Cons

  • Easy to Use: According to 81% of users, the system is straightforward with robust and automated functionalities that make even complex tasks seamless.
  • Automation: The solution offers various automation features to improve teamwork workflows, according to 100% of reviewers.
  • Remote Access: Almost 100% of clients were delighted with the remote access capabilities of the solution.
  • Customer Support: According to 75% of customers, the solution offers proactive customer service.
  • User Interface: Approximately 60% of reviewers said the product offers an intuitive user interface managing complex applications effectively in a few clicks.
  • Deployment: According to 60% of users, product implementation is lengthy and time-consuming with too many steps.
  • Reporting: Reporting isn't easy to figure out without getting customer support, according to 67% of customers.
  • Call Features: Approximately 67% of reviewers weren’t satisfied with capabilities such as call transfer, call hold, caller ID and more. They said they didn’t run well and stopped working between the calls.
  • Salesforce Integrations: According to 60% of the clients, SalesForce integration is fundamental and does not get regular updates from the backend.

Key Features

  • Core Cloud: 
    • Global Voice: Deliver world-class customer experiences from anywhere in the world with Omnichannel routing, robust outbound dialer and Intelligent Virtual Assistant (IVA). 
    • Agent Desktop Plus: Empower sales representatives to deliver a more authentic and human experience with a single intuitive desktop and extendable toolkit regardless of the environment . Provide an extensive framework of reference UIs and REST APIs. 
    • Supervisor Desktop Plus: Deliver training and skills to agents by actively monitoring metrics such as the number of calls in queues, campaign status, wait times, current agent state and more. Listen and silently coach employees during live calls and intervene if needed. 
    • Engagement Workflows: Manage customer experiences by routing calls to the right agent and serving them through the communication channel of customer preference.  
    • CRM Integrations: Get access to pre-built adapters for ServiceNow, Salesforce, Oracle, Microsoft and Zendesk to provide a single platform for organizations to manage and capture customer interactions. 
    • UC Integrations: Increase the chances of resolution in the first call through a consolidated directory where agents can view details of all subject matter experts and route the customer to the right person. Transfer calls that need contact center attention to the right group of agents. Send calls to UC users without any additional toll charges. 
    • APIs and SDKs: Allow customized and advanced integrations between the product and an organization’s proprietary applications through Cloud APIs. Use enterprise software with minimal coding, making configuration easy, implementing a breeze and immediate data access. 
  • AI and Automation: 
    • Artificial Intelligence: Deliver tangible business outcomes built from scratch so agents can continuously learn and improve so the organization’s AI can manage changes as the company deploys it more broadly. 
    • Intelligent Virtual Agent: Handle repetitive queries via intelligent bots so that agents can invest more time on complex matters and respond to customer queries faster. 
    • Agent Assist: Get access to call summaries and transcripts automatically to reduce after-call work. Explore coaching and knowledge base articles to offer a more personalized experience to customers while reducing call handle times. 
    • Workflow Automation: Connect the company’s Intelligent Cloud Contact Center with other systems to deliver excellent customer experiences by providing a detailed view of performance and data, aggregating information and automating cross-platform and sophisticated workflows. 
    • Reporting and Analytics: Get an accurate and complete picture of agent’s and contact center performance through custom reports, standard reports and real-time reports. Gain actionable insights and achieve strategic and operational goals. 
  • Employee Engagement: 
    • Workflow Optimization: Improve agent performance, customer satisfaction rates and workflow efficiency through real-time adherence, multi-channel evaluations, real-time desktop assistance and monitoring, automated scoring and evaluation, accurate multi-channel and multi-skill schedules and forecasts and intraday management. 
    • Workforce Management: Improve team workflows and agent productivity by tracking schedule adherence and motivating employees to stay focused. Align staffing plans with events and implement changes if adjustments are required. Extend agent self-service and contact center support features to mobile devices so they can connect with customers regardless of location. 
    • Quality Management: Deliver exceptional customer experience and help agents maintain quality through recording, monitoring, evaluation, coaching and calibration. 
    • Interactive Analysis: Deliver exceptional customer experiences with AI-driven analytics across text and voice interactions and target essential business outcomes such as customer retention and first contact resolution for improvement. Get quick answers to the most important questions with ad hoc analytics track trends, and analyze what triggers them. 
    • Gamification: Optimize call center operations by creating games that motivate agents. Reinforce agent behavior and encourage them with rewards and recognition to build positive habits.
  • Customer Engagement: Increase the chances of customer retention by delivering world-class support across all channels, including SMS, calls, messages, email, mobile, social media and video. Learn more about customers, purchase history and preferences during the call through automatic screen pop-ups to target them correctly. 
Bitrix24
Bitrix24
Start Price
$39
Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request Pricing Request Demo

Why We Picked Bitrix24

Bitrix24 is a collaboration platform that handles various tasks such as communications, notifications, subscriptions, reporting, workflow management and more. Automation, customization and integrations are a few noteworthy features. However, reviews noted that there are too many features and that the platform isn’t user-friendly. In addition, users found customer support unhelpful. Overall, it has all the basic CRM features along with extras like project management not always found in CRMs. That, along with a free subscription, makes it a good choice for companies on a tight budget.

Pros & Cons

  • Budget-Friendly: 87% of users mentioning this aspect suggested that the software is inexpensive and fits well for any size organizations, providing good value for the price.
  • Workflows: It automates many tasks to make work easier, according to 88% of reviews about workflows.
  • Report Generation: 64% of user reviews referencing this feature indicated the reporting tool is useful.
  • Integration: The platform integrates all the necessary applications that users need, as observed by 67% of reviewers mentioning integration.
  • Customization: Users can customize Bitrix24 based on their needs, according to 66% of reviews mentioning customization.
  • Device Compatibility: It works well on all kinds of devices and various digital networks, according to 75% of users who reference compatibility.
  • User Interface: 57% of users mentioning the UI said it was difficult to understand and use for daily operational tasks.
  • Customer Support: 100% of users who talked about support remarked that it wasn’t prompt and supportive in solving product-related queries.
  • Unnecessary Features: 50% of the users referring to capabilities noted the platform has many unnecessary features that never come to use.

Key Features

  • Pipeline Management: A kanban layout provides a visual view of your pipeline. The software supports custom deal stages and multiple pipelines. 
  • Campaign Management: This feature lets you build dynamic or static audience segments, run advertising campaigns on social networks, and set up campaigns across channels such as bulk mail and instant messaging. It includes campaign templates and metrics. 
  • Call Center Capabilities: Features include: 
    • PBX (private branch exchange) functionality for routing, queueing, voicemail, call transfers and forwarding, employee extensions, and recording.
    • Telemarketing features such as voice or SMS broadcasting, automatic call transcribing and callback requests.
    • Local numbers across more than 50 countries.
    • Integration with RingCentral and other VoIP tools.
  • Customer Support Tools: Post business hours, send canned replies, route and transfer conversations, and view client and supervisor ratings with a live support widget. A helpdesk feature provides tickets, SLAs, statuses and case priority. A multichannel contact center lets service teams provide email and telephone support, live chat, social media support and more. 
  • Document Management: Manage quotes and invoices, create custom documents, set up recurring invoices and build a product catalog. Documents support e-signature, and the kanban layout shows what stage invoices are at. Includes multi-currency support and tax capabilities, with accounting achieved via integrations with Xero and QuickBooks. 
  • Mobile Apps: Free iOS and Android apps are available. 
  • Self-Hosted Solution: The on-premise solution is a scalable platform offering: 
    • LDAP and Active Directory support.
    • Web clustering.
    • Multiple single sign-on (SSO) options and robust security features such as two-factor authentication and RSA encryption.
    • Modules for eLearning, a helpdesk and idea management, which aren’t available in the cloud version.
    • Access to the source code for full customization.
    • Deployment on any major server, including readiness for AWS deployment
    • 30-day trial.
Avaya
Avaya
Start Price
$30
Per User, Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request Pricing Request Demo

Why We Picked Avaya

Avaya's Call Center software has received mixed reviews from users in the past year. Some users praise its robust feature set, including its omnichannel capabilities, customizable dashboards, and advanced reporting tools. These features allow businesses to manage customer interactions across multiple channels, track key metrics, and identify areas for improvement. Additionally, Avaya's integration with other business applications, such as CRM and ERP systems, is seen as a major strength, enabling seamless data sharing and streamlined workflows.

However, some users have expressed concerns about the software's complexity and cost. Avaya's feature-rich nature can make it challenging for some businesses to implement and manage effectively, especially for those with limited IT resources. Additionally, the software's pricing can be a barrier for some organizations, particularly small businesses with tight budgets. In comparison to similar products, Avaya's Call Center software is generally considered to be more comprehensive and feature-rich, but also more expensive and complex. Its strengths lie in its omnichannel capabilities, customization options, and integration with other business applications. However, businesses should carefully consider their needs and resources before investing in Avaya's software.

Overall, Avaya's Call Center software is best suited for large enterprises with complex customer service requirements and the resources to implement and manage a feature-rich solution. Its omnichannel capabilities, advanced reporting tools, and integration options make it a powerful tool for managing customer interactions and improving customer satisfaction.

Pros & Cons

  • Seamless Integration: Avaya's solutions effortlessly integrate with existing systems, streamlining call center operations and enhancing efficiency.
  • Robust Reporting: Comprehensive reporting capabilities provide valuable insights into call center performance, enabling data-driven decision-making.
  • Advanced Call Routing: Intelligent call routing optimizes agent utilization, ensuring calls are directed to the most qualified agents for faster resolution.
  • Omnichannel Support: Avaya's solutions support multiple communication channels, allowing customers to connect with agents through their preferred method.
  • Scalability and Flexibility: Avaya's solutions are designed to scale with growing business needs, providing flexibility to adapt to changing requirements.
  • High Cost: Avaya's solutions can be expensive compared to competitors, making it difficult for businesses to justify the investment.
  • Complex Interface: Some users find Avaya's interface to be complex and difficult to navigate, leading to frustration and reduced efficiency.
  • Limited Integration Options: Avaya's solutions may not integrate seamlessly with other business applications, creating challenges for businesses that rely on a connected ecosystem.
  • Frequent Outages: Users have reported experiencing frequent outages and downtime with Avaya's systems, impacting business operations and customer satisfaction.
  • Poor Customer Support: Some users have expressed dissatisfaction with Avaya's customer support, citing slow response times and a lack of technical expertise.

Key Features

  • Workforce Engagement: Boost employee engagement with game mechanics and keep a close eye on an agent’s application usage, off-phone activities, schedule adherence and processes. 
  • Team Management: Automate quality management via scoring evaluations and coaching. Seek assistance from subject matter experts when required. Streamline and track the progress and processes of the team. Simplify staff scheduling and forecasting. Provide access to call recordings, skills routing, live monitoring, analytics and coaching to agents to boost productivity and improve workflows.  
  • Contact Tracing: Get access to AI and automation tools to deliver some of the deepest and fastest solutions for contact information, identification and communications.
    • Chat Bot: Employ virtual agents to connect with customers through an easy transfer to live customer support when needed.  
    • Automation: Enable automatic notifications, alerts, text interactions, auto-forms, voice calls and emails to reach out to customers and engage in long-term communication. 
Tenfold
Tenfold
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Why We Picked Tenfold

Dialing up the excitement, let's explore what users have to say about Tenfold: While Tenfold generally receives positive feedback, there are some areas where it falls short. Users appreciate its ability to integrate with various CRMs and its click-to-dial functionality, which streamlines workflows and boosts productivity. The software's comprehensive call logging and recording features also provide valuable insights for performance analysis and training purposes. However, some users find the interface clunky and overwhelming, especially for those new to call center software. Additionally, occasional glitches and syncing issues can disrupt operations and cause frustration.

What sets Tenfold apart is its focus on integrating communication channels and providing a unified view of customer interactions. This is crucial for businesses that want to deliver a seamless customer experience across multiple touchpoints. However, Tenfold may not be the best fit for small businesses with basic call center needs due to its complexity and cost. It's better suited for larger organizations with high call volumes and a need for advanced features like call routing, analytics, and CRM integration. For these businesses, Tenfold can be a game-changer, providing the tools and insights needed to optimize call center operations and enhance customer satisfaction. Keep in mind that software is constantly evolving, so it's always a good idea to check for the latest updates and user reviews to make an informed decision.

Pros & Cons

  • Reduced Agent Effort: Tenfold streamlines workflows by automating tasks like call logging and data entry, freeing agents to focus on customer interactions.
  • Improved Customer Experience: Tenfold provides agents with a unified view of customer data, enabling personalized and efficient service that enhances customer satisfaction.
  • Enhanced Visibility and Reporting: Tenfold offers comprehensive reporting and analytics tools, empowering businesses to gain insights into call center performance and make data-driven decisions.
  • Increased Productivity: By automating tasks and providing easy access to information, Tenfold helps agents handle more calls and resolve issues faster, boosting overall productivity.
  • Clunky User Interface: The user interface can feel outdated and cumbersome, leading to a steep learning curve for new users and decreased efficiency for experienced agents.
  • Limited Customization: Tenfold may not offer the level of customization needed for complex call center workflows, potentially hindering integration with existing systems or processes.
  • Reporting Challenges: Generating customized reports or accessing specific data points can be difficult, limiting the ability to analyze call center performance and identify areas for improvement.
  • Mobile App Limitations: The mobile app may lack essential features or functionality compared to the desktop version, hindering remote work or on-the-go access for supervisors and agents.

Key Features

  • Click-to-Dial: Transform phone numbers into clickable links to simplify the calling process and reduce manual dialing.
  • Floating UI: Make inbound or outbound calls more efficient. Use an intelligent assistant that pulls up relevant existing customer records and action items as screen pop-ups during calls. Streamline workflows with an embedded UI for the team’s CRM, a Chrome extension and a desktop app. 
  • Call Notes: Save time and ensure smoother workflows by taking notes, logging next steps and creating tasks. Seamlessly and automatically syncs all information back to the CRM. 
  • Natural Language Processing: Create tasks through NLP leveraging machine learning to read and understand agent notes, turning key phrases like “follow up tomorrow” into calendar entries accordingly. 
  • @Mention: Enable easier collaboration for service, sales and support teams. With a simple @mention, notify teammates about call updates and assign pending actions to address immediately.  
  • Automated Call Logging: Eliminate manual tasks such as entering call updates and updating members across departments. Keep call logs, including the unmatched ones, and associate them with leads, accounts or contacts. 
  • Info Tab: Confirm customer information such as email addresses, phone numbers and mailing addresses while on calls. Maintain long-term communications with customers through continuous follow-ups, reminders and engaging conversations.  
  • Dispositions: Assign customizable call outcomes and critical attributes to all calls without navigating through the CRM. Mark leads as “hot” or “qualified” to establish priority. Configure to set customer communication preferences. 
  • Integrations: Integrate with native CRM tools such as Salesforce or SugarCRM to sync data and call logs. Empower agents with comprehensive information to drive better customer interactions. Integrate with video conferencing platforms like Cisco, Skype and RingCentral; share screens or chat via video during online meetings with customers or clients.  
  • Local Caller ID: Boost the chances of call receipts by emulating local area codes based on prospect locations. 
  • Agent Goals: Admins can set outbound and inbound call durations and volume targets, check updated performance records and analyze team productivity within seconds through a dashboard.  
  • Analytics: Recognize the top performers through a leaderboard and motivate them to perform well. Monitor team performance at a glance through the Analytics Dashboard. Visualize metrics through call graphs, tables for individual team members and interactive stats.
TalkDesk
TalkDesk
Start Price
$85
Per User, Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request Pricing Request Demo

Why We Picked TalkDesk

 TalkDesk generally receives positive feedback, with many users highlighting its user-friendly interface and robust features as major strengths. The platform's ease of use makes it simple for agents to navigate and manage calls efficiently, while its extensive functionality caters to diverse business needs. TalkDesk's reporting and analytics capabilities are also highly praised, providing valuable insights into call center performance and customer interactions. However, some users mention occasional glitches and technical issues, emphasizing the importance of ongoing maintenance and support. Compared to competitors like Five9 and Genesys, TalkDesk stands out for its cloud-based nature, scalability, and competitive pricing, making it an attractive option for businesses of all sizes. Its flexibility allows for easy integration with other business tools, further enhancing its value proposition. TalkDesk is particularly well-suited for businesses seeking a reliable, feature-rich, and scalable call center solution that prioritizes user experience and data-driven insights. Its cloud-based architecture ensures accessibility and adaptability, while its comprehensive features empower businesses to optimize customer interactions and enhance overall efficiency.

Pros & Cons

  • Integrations: Talkdesk integrates with popular CRMs and helpdesk platforms, which allows for a more streamlined workflow and improved agent productivity.
  • Customization: The platform is highly customizable, allowing businesses to tailor it to their specific needs. This includes the ability to create custom reports, dashboards, and workflows.
  • Scalability: Talkdesk is a cloud-based platform, which means it can easily scale to meet the needs of growing businesses. This is a major advantage over on-premises call center solutions, which can be difficult and expensive to scale.
  • Ease of Use: The platform is designed to be user-friendly, even for those with no prior experience with call center software. This makes it easy for businesses to get up and running quickly.
  • Reporting and Analytics: Talkdesk provides a wide range of reporting and analytics tools, which give businesses insights into their call center performance. This information can be used to improve agent productivity, customer satisfaction, and overall call center efficiency.
  • Reporting Issues: Some users have expressed frustration with Talkdesk's reporting capabilities, finding the platform's reports to be cumbersome and lacking in customization options. Generating specific reports or accessing granular data can be challenging, hindering effective performance analysis and decision-making.
  • Integrations: Integrating Talkdesk with other business tools and systems can be complex and require significant technical expertise. Users have reported difficulties with setting up and maintaining integrations, leading to inefficiencies and data silos.
  • User Interface: The user interface of Talkdesk has been described as clunky and outdated by some users. Navigating the platform and accessing features can be unintuitive, impacting agent productivity and overall user experience.
  • Customer Support: While Talkdesk offers customer support, some users have reported challenges in receiving timely and effective assistance. Long wait times and difficulties in reaching knowledgeable support representatives have been cited as concerns.

Key Features

  • CX Cloud And Enterprise Cloud:  
    • CX Strategy and Services: Build a business case for modernizing customer experience through implementation methodology and training, adoption and support services. 
    • Employee Engagement: Elevate workforce engagement strategy with an integrated user experience for managing, training, coaching and empowering agents. 
    • Employee Collaboration: Deliver a world-class customer service by integrating all communications solutions, orchestrating talents and expertise across the company. 
    • Customer Engagement: Provide a seamless experience across phone and digital channels, so customers don’t have to repeat information. 
    • Knowledge Management: Grow, format, refine and orchestrate information in tools such as agent assist and a self-service portal. Use cognitive search to enhance users’ search queries and dig relevant information from diverse and multiple data sets to help agents resolve issues faster. 
    • Workforce Management: Combine powerful automation and AI with an intuitive user experience to optimize scheduling and staffing decisions, deliver better agent experience and reduce administrative effort. 
  • Workforce Engagement:  
    • Interaction Recording: Get a complete view of every customer touchpoint with synchronized screen and voice recording, time-stamped annotation and responsive waveform playback. 
    • Conversations Mobile App: Engage with customers anywhere, any time, and deliver excellent support on the go. 
  • Omnichannel Engagement: Talk with prospects on any channel, personalize each interaction, carry conversations from one channel to another, keeping the context across every channel. Take advantage of capabilities including voice engagement, outbound engagement, digital engagement, orchestration & routing, agent workspaces and mobile apps, omnichannel feedback and agent assistance. 
  • Work-From-Home Enabled: Take control of a hybrid and remote workforce and mitigate the risk of a distributed workforce, including negligence, insider threats and system performance issues with Guardian. Always have a birds-eye view of the quality of the agent's connection, who is logged in and an entire history of all communication activity. 
  • Flexible Deployment Options: Offer flexible deployment options via microservices-based and cloud-native architecture. Store critical data anywhere, leverage private cloud storage and maximize telephony investments. 
  • Customer Experience Analytics:  
    • Interaction Analytics and Sentiments: Empower teams to support customers better by surfacing key conversation moments, sentiment, topics and discerning customer intent. 
    • Real-Time Sensors and Automation: Proactively identify client’s issues anytime and address sensitive or negative situations before they escalate. 
    • Survey and Feedback Analytics: Go from real-time feedback to resolution quickly with fast and simple surveys. 
    • Data APIs: Improve customer satisfaction rates by integrating historical and real-time call center metrics into CRM, BI systems, case management and more. 
CXone
CXone
Start Price
$100
Per User, Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request Pricing Request Demo

Why We Picked CXone

CXone is a popular customer experience software that has received positive user reviews over the past year. Users appreciate its ease of use, comprehensive features, and ability to integrate with other business systems. CXone's strengths include its intuitive interface, which makes it easy for users to navigate and find the information they need. It also offers a wide range of features, including customer relationship management (CRM), marketing automation, and analytics, which allows businesses to manage all aspects of their customer interactions in one place. Additionally, CXone's open API allows it to be easily integrated with other business systems, such as ERP and CRM systems, which can help businesses streamline their operations.

While CXone is a strong product, it does have some weaknesses. Some users have reported that it can be expensive, especially for small businesses. Additionally, CXone's reporting capabilities are not as robust as some other products on the market. However, CXone's strengths outweigh its weaknesses, and it is a good choice for businesses that are looking for a comprehensive customer experience solution.

CXone is most suited for businesses that are looking for a comprehensive customer experience solution that is easy to use, feature-rich, and can be integrated with other business systems. CXone is a good choice for businesses of all sizes, but it is particularly well-suited for small businesses that do not have the resources to invest in a more expensive solution.

Pros & Cons

  • Seamless Omnichannel Experience: CXone unifies customer interactions across multiple channels, providing a consistent and personalized experience.
  • Robust Analytics and Reporting: CXone offers comprehensive analytics and reporting capabilities, enabling businesses to track key metrics and identify areas for improvement.
  • AI-Powered Automation: CXone leverages AI to automate repetitive tasks, freeing up agents to focus on more complex customer interactions.
  • Easy-to-Use Interface: CXone's intuitive interface makes it easy for agents to navigate and manage customer interactions efficiently.
  • Exceptional Customer Support: CXone provides dedicated customer support, ensuring businesses receive prompt assistance and guidance when needed.
  • Limited Customization: Users have reported that CXone's customization options are somewhat limited, making it difficult to tailor the platform to their specific business needs.
  • Steep Learning Curve: Some users have found CXone's interface to be complex and challenging to navigate, requiring a significant investment of time and effort to become proficient.
  • Integration Challenges: Users have encountered difficulties integrating CXone with their existing systems, leading to data silos and inefficiencies.
  • Pricing Concerns: CXone's pricing structure has been criticized for being complex and lacking transparency, making it difficult for users to accurately estimate their costs.
  • Limited Reporting Capabilities: Users have expressed dissatisfaction with CXone's reporting capabilities, citing a lack of flexibility and customization options.

Key Features

  • Automatic Call Distribution: Connect more customers with the appropriate resources and resolve an increased number of interactions faster. Employ differentiated routing that uses customer data and sentiment for a better overall customer experience. Make use of an intuitive, visual tool with predefined components and collaborate on routing flows.
  • Interactive Voice Response: Avoid the time spent on asking customers the same questions repeatedly. Automate requests through the IVR to facilitate the resolution process. Connect the data using the out-of-the-box CRM, virtual agent and database integrations.
  • Predictive Dialer: Run voice and digital campaigns in an instant. Increase productivity with no pause dialing, reducing hang-ups. Blend inbound and outbound interactions across channels. Choose from various dialing options to ensure compliance even within one campaign.
  • Interaction Channels: Select from over 30 digital and voice channels and instantly grant access to agents whenever required. Increase productivity with control, insight and a consistent interface. Maintain routing for all digital and voice channels with a visual, intuitive tool. Provide customers flexibility and offer virtually any communication channel that satisfies their needs.
  • Conversational AI and Chatbots: Leverage BYO-bot framework to deploy and manage virtual agents and intelligent bots. Handle more customer interactions with pre-built NLP-powered bots. Expand self-service for routine requests. Blend conversational self-service with agent assistance, leading to hassle-free customer journeys.
  • Improved Chat: Streamline chat handling with messaging templates, reducing typing and improving speed. Use bots to collect customer data or automate repetitive steps. Use a single platform to administer and manage the chat channel. Deliver real-time guidance to customers along with co-browsing and hands-on support. Identify when high-value customers are lost or struggling.
  • Messaging: Choose from the most extensive selection of natively implemented channels. Integrate virtually any digital channel with BOYC. Grant agents cross-channel history and add custom fields for customer information, sentiment and more. Analyze data for any digital avenues, including SMS, bots, social messaging and monitoring chat. Handle inbound SMS easily using consistent control and interfaces.
  • Call and Screen Recording: Adhere to PCI, GDPR and HIPAA requirements. Make sure that recordings are always secure and protected. Access and play recordings back without any hassles. Unify call, digital and screen recordings in one interface. Ensure built-in flexibility to meet recording and collaboration needs on the go.
  • FedRAMP: Provide customers with omnichannel options. Facilitate workforce engagement to create an organized, happy and productive environment for employees. Use security protocols to protect private data. Enable staff to serve customers promptly and efficiently.
  • UCaaS Integrations: Help connect agents to valuable experts. Allow pre-built APIs to create a single view for all agent interactions. Identify agent availability for a call or chat and update corporate directories frequently. Connect the agent workforce with leading applications from Microsoft, RingCentral, Zoom, Atos and more.
  • CRM Integrations: Help agents understand customers in a better way. Deploy, scale and extend with a pre-built integration. Increase efficiency with a unified agent desktop and reduce both time and effort. Make informed decisions relying on gainful insights.
  • Interaction Analytics: Improve interactions across channels by identifying outcomes, evaluating the customer experience and more. Prioritize and attack the best improvement opportunities.
  • Real-Time Interaction Guidance: Build rapport and encourage active listening based on AI models that understand customer cues. Provide immediate feedback and use easy-to-understand prompts and specific recommendations.
  • Voice-as-a-Service: Integrate software, infrastructure and telephone into one centralized solution. Eliminate the hassle of dropped and abandoned calls. Use automated provisioning and number porting to save time.
  • Customer Authentication: Validate a customer in the first few seconds of a conversation. Strengthen fraud prevention and ensure safeguarding. Diversify self-service to meet everyday needs such as account balance, points status, password resets and more that need authentication.
Amazon Connect
Amazon Connect
Start Price
$0.01
Per Minute, Usage-Based
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Why We Picked Amazon Connect

Amazon Connect, the cloud-based contact center software from Amazon Web Services (AWS), has garnered a mixed bag of user reviews over the past year. While some users rave about its user-friendly interface, scalability to accommodate growth, and cost-effectiveness compared to traditional contact center solutions, others point out its limitations in advanced features and express dissatisfaction with customer support. The software's strengths lie in its ease of use, particularly for those familiar with other AWS products, and its pay-as-you-go pricing model, which allows businesses to only pay for what they use. This makes it a great option for startups and small businesses looking for an affordable and scalable solution. However, more established businesses with complex needs may find the lack of advanced features, such as robust workforce management tools, to be a dealbreaker.

One of the key differentiators of Amazon Connect is its seamless integration with other AWS services, such as Amazon Lex for chatbots and Amazon Polly for text-to-speech. This allows businesses to easily add AI-powered features to their contact center without the need for extensive coding or third-party integrations. However, this tight integration with the AWS ecosystem can also be a drawback for businesses that use other cloud platforms or have existing investments in third-party contact center solutions. Overall, Amazon Connect is a solid choice for businesses seeking a user-friendly and cost-effective cloud contact center solution, especially those already invested in the AWS ecosystem. However, businesses with complex requirements or those seeking top-tier customer support may want to explore other options.

Pros & Cons

  • Easy to Use: The interface is straightforward and intuitive, making it simple for users to learn and navigate the system. This ease of use allows managers and supervisors to independently make changes to call flows and agent groups without relying on others.
  • Scalability: Amazon Connect's cloud-based nature allows businesses to easily scale their contact center operations up or down as needed. This flexibility is particularly beneficial for businesses with fluctuating call volumes or seasonal demands.
  • Cost-Effective: The pay-as-you-go pricing model means businesses only pay for the resources they use, making it a cost-effective solution compared to traditional on-premises contact center systems.
  • Integrations: Amazon Connect integrates seamlessly with other AWS services and third-party applications, allowing businesses to create a unified communications ecosystem. This can include CRM systems, helpdesk platforms, and workforce management tools.
  • Advanced Features: The platform offers a wide range of features, including skills-based routing, call recording, real-time analytics, and chatbots, enabling businesses to deliver a personalized and efficient customer experience.
  • Limited Customization: The user interface can be challenging to navigate and customize to specific workflows, especially for complex routing needs or integrations with other systems.
  • Reporting Challenges: Generating customized reports or accessing granular data for analysis can be difficult, limiting the ability to gain deep insights into call center performance and agent activity.
  • Learning Curve: The platform's features and functionalities can have a steep learning curve, requiring significant time and effort for users to become proficient, especially those without a technical background.

Key Features

  • Automation, Omnichannel and Telephony:  
    • Telephony: Eliminate the need to handle multiple vendors, commit to peak call volumes and negotiate complex contracts by simply managing a network of telephony providers from around the world. Access services such as direct inward dial (DID), over 200 calling destinations and toll-free phone numbers in more than20 countries worldwide. Understand proactive monitoring, which can scale up and down within seconds from telephony experts. 
    • Omnichannel: Access contact centers embedded and intelligent high-volume outbound communications across multiple channels. Speak with millions of people daily for marketing promotions, upcoming delivery notifications and appointment reminders. Schedule communications by simply specifying the communication channel and contact list. 
    • Predictive Dialer With Answering Machine Interaction: Increase efficiency by calling customers in a list automatically. Connect only to live customers by detecting busy signals, respond to voicemail greetings through a machine learning model. 
    • Web and Mobile Chat: Offer customers the ability to text agents without being available simultaneously through asynchronous messaging. Take advantage of secure and encrypted chats that support all existing compliance certifications. Talk with Apple Business Chat or iOS messaging through the product’s routing, contact flows and configuration. 
    • Task Management: Maintain a high customer satisfaction rate through follow-up items to resolve customer requests and issues. Prioritize track and assign agent tasks to completion easily. Improve agent productivity by automating tasks that don’t require user interaction. 
    • Automation: Save time and money with intelligent automation and self-service tools such as interactive voice response, natural language chatbots and automated customer voice authentication. Provide a seamless multi-channel communication experience for chat, voice and task management. Improve efficiency and eliminate the need to repeat tasks and functions by automation capabilities. 
Aircall
Aircall
Start Price
$1,080
Annually
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
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Why We Picked Aircall

Aircall is a cloud-based call center and phone system that's a great fit for businesses of all sizes, but it really shines for small businesses and startups. It's known for being super easy to use and having a price tag that won't break the bank. Aircall comes packed with features like Interactive Voice Response (IVR) and automated call routing, which basically means you can set things up so your customers get to the right person or department without any hassle. Plus, the audio quality is top-notch, so you can ditch those frustrating dropped calls and muffled conversations. Aircall also plays nice with other popular platforms like CRM and helpdesk software, making it a breeze to integrate into your existing workflow.

Now, no software is perfect, and Aircall does have a few drawbacks. Some users have mentioned that it's missing a couple of bells and whistles, like call recording. And while Aircall is generally affordable, the cost can add up if your business makes a ton of calls or needs a bunch of fancy features. But overall, Aircall is a solid choice if you're looking for a reliable and user-friendly phone system that won't cost you an arm and a leg. It's perfect for businesses that want to up their customer service game and streamline their operations without getting bogged down in complicated tech stuff. So, if you're ready to take your business calls to new heights, give Aircall a try!

Pros & Cons

  • Simple Setup: Users find the setup process to be straightforward and intuitive, allowing them to get started quickly without extensive technical knowledge.
  • Integrations: The platform offers a wide range of integrations with popular CRM and helpdesk tools, enabling seamless data synchronization and workflow automation.
  • Call Routing: Aircall provides advanced call routing features, allowing businesses to efficiently direct calls to the right agents or departments based on predefined rules and criteria.
  • Analytics and Reporting: The platform offers comprehensive analytics and reporting tools, providing insights into call volume, agent performance, and other key metrics to help businesses make data-driven decisions.
  • Call Quality Issues: Several users have reported experiencing dropped calls, poor audio quality, and latency issues, particularly when using the mobile app or during international calls.
  • Limited Integrations: While Aircall offers integrations with popular CRM and helpdesk platforms, some users find the selection to be limited compared to competitors, especially for industry-specific software.
  • Pricing Structure: Aircall's pricing can be complex and expensive, especially for larger teams or businesses with high call volumes. The per-user pricing model may not be suitable for all organizations.

Key Features

  • Power Dialer: Allow sales representatives to dial quickly and reduce manual entries into the CRM. Automatically identify numbers on a prospect’s website and instantly add them to the calling queue. Enable Salesforce or the CRM to send out data, providing context for calls. 
  • Interactive Voice Response: Categorize callers according to their requirements and route them automatically to the resource needed. Improve user experiences with an automated IVR menu. Choose from available waiting music or upload audio files. Customize call settings for ring groups. 
  • Call Routing: Direct calls to agents automatically and set a customized routing sequence. Stop other ringing lines once agents answer calls. 
  • Call Center Analytics: Monitor performance of individual employees and teams. Access call metrics directly from the dashboard to meet required KPIs. Get valuable insights regarding average call durations, missed calls and wait time. 
  • Computer Telephony Integration: View essential customer information and call context during live conversations. Manage everything in a centralized place to enable better team monitoring and improved productivity. Access everything in a straightforward interface. 
  • Click to Dial: Make calls to any number while using the app. Reduce time wasted on switching screens to dial phone numbers. 
  • Warm Transfer: Enable agents to quickly brief other colleagues before forwarding calls over to them. Ensure a smooth transition for customers. Provide context to team members, maintain continuity and allow the right agent to answer questions. 
  • Call Commenting and Assignment: Attach notes and comments to calls, making them accessible for the entire team. Assign follow-up tasks when any client doubts go unresolved. 
  • Call Recording: Automatically activate recording every time someone takes a call. Customize recording settings. Access and recheck conversation histories. 
  • Business Hours: Decide when numbers are open to receive calls. Customize calendar settings. Set business hours for all numbers, ensuring agents can receive calls from respondents. 
  • Ring Groups: Classify individuals based on location, skills or other aspects. Monitor overall group performance and analyze essential employee data. 
  • Call Queuing: Keep a caller on hold until an agent can respond. Use custom hold music or messages to improve the user experience. Callers can request a callback, ensuring a reduced call abandonment rate. 
  • Live Feed: Make informed decisions by obtaining a general perspective of team activities. Gain complete visibility into overall situations and get clarity about what needs improvement. 
  • Call Tags: Use custom labels to classify calls for improved organization. Automatically sync tags to integrated apps. 

COMPARE THE BEST Call Center Scripting Software

Select up to 2 Products from the list below to compare

 
Product
Score
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SelectHub’s Analyst Rating is based on data from our 400+ point analysis of Call Center Scripting Software, user reviews, and our own crowd-sourced data from our free software selection platform. Scores are periodically updated via ongoing selection projects and user activity within our platform.
Start Price
Free Trial
Company Size
Deployment
Platform
Logo
Nextiva
$20
Per User, Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Nextiva
CallRail
$30
Annual, Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
CallRail
Five9
$100
Per User, Monthly
No
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Five9
Bitrix24
$39
Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Bitrix24
Avaya
$30
Per User, Monthly
No
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Avaya
Tenfold
Undisclosed
No
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Tenfold
TalkDesk
$85
Per User, Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
TalkDesk
CXone
$100
Per User, Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
CXone
Amazon Connect
$0.01
Per Minute, Usage-Based
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Amazon Connect
Aircall
$1,080
Annually
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Aircall

All Call Center Scripting Software (38 found)

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Nextiva

by Nextiva
Nextiva
Nextiva allows users to combine customer service and internal business with VoIP phones, analytics and AI all located in a single platform creating a user-friendly, simplified experience. Accessible from anywhere, at any time, it includes video chat, email and message modules for communicating within the business and with customers. It’s equally suitable for small, medium and large companies.Analytics track sales pipelines, allowing for in-depth insights on how customers interact with the business and what they want and need. Keep customers satisfied with automated switching to direct them to the correct person to help with any questions they may have.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
Company Size
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Deployment
Cloud On-Premise
Platform
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CallRail

by CallRail
CallRail
CallRail is an intuitive call tracking platform that monitors and manages leads. It offers call recording, call tracking, text messaging, form tracking and conversation intelligence. It allows users to identify which keywords, campaigns and advertisements get the most leads. It also helps improve customer service and employee training. It connects online and offline insights to reveal campaign trends.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
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Five9

by Five9
Five9
Five9 is a cloud contact center solution to facilitate customer engagement globally. It helps enhance agent and supervisor productivity, increase revenue, and improve the customer experience. Along with simplifying the complexities of a contact center, it also reduces the cost of on-premises maintenance. Other offerings include historical dashboards, agent scripting, web callback, speech-enabled IVR, pre-built CRM integrations and more.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
Company Size
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Deployment
Cloud On-Premise
Platform
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Bitrix24

by Bitrix
Bitrix24
Bitrix24 facilitates the execution of the customer journey. It supplies organizations with tools for marketing, sales and customer service activities such as lead generation, marketing automation, campaign management and call center support.It comes with a free edition for companies with less advanced needs or a smaller budget. Deployment is available in the cloud and on-premise. It’s suitable for smaller businesses as well as enterprises with up to 50,000 employees.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
Company Size
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Deployment
Cloud On-Premise
Platform
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Avaya

by Avaya Inc.
Avaya
Avaya's call center software empowers businesses to efficiently manage customer interactions across various channels, including voice, email, chat, and social media. It caters to organizations of all sizes, from small businesses to large enterprises, seeking to enhance customer service and streamline operations. Key benefits include improved agent productivity, reduced call handling times, and enhanced customer satisfaction. Popular features encompass intelligent routing, workforce management, and real-time analytics. User experiences highlight the software's user-friendly interface and robust functionality. Pricing for Avaya's call center software varies based on factors such as the number of users, desired features, and deployment model. Typically, pricing models involve per-user licensing fees, often billed on a monthly or annual basis.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
Company Size
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Deployment
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Platform
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Tenfold

by Callinize
Tenfold
Tenfold is a software solution designed to enhance customer relationship management (CRM) systems by integrating phone systems and providing a unified interface for managing customer interactions. It's particularly well-suited for businesses with high call volumes, such as those operating call centers or with dedicated sales and support teams. Key benefits include increased efficiency through automation, improved customer satisfaction due to better data visibility, and enhanced agent productivity. Popular features encompass automatic call logging, screen pops with relevant customer information, click-to-dial functionality, and comprehensive reporting tools. User experiences suggest that Tenfold offers a robust and user-friendly solution, although some find the initial setup process to be complex. Pricing details are not publicly available, requiring businesses to contact Tenfold directly for a customized quote based on their specific needs.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$500 - $1,000
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
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TalkDesk

by TalkDesk
TalkDesk
Talkdesk is an AI and cloud-based call center software that helps businesses build stronger customer relationships. Empower agents with a 360-degree customer view, more personalized conversations and improved conversion and first-contact resolution rates. Its capabilities include integration with over 20 business tools such as Zendesk, Salseforce, Desk.com, Slack and more. Other capabilities include automated workflows, skill-based routing and live reporting.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
Company Size
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Deployment
Cloud On-Premise
Platform
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CXone

by NICE
CXone
CXone (formerly called inContact) provides contact center and workforce optimization solutions to enterprises. Customers can connect to call agents through more than 30 interaction options including chat, messaging, email, voice calling and social media like Facebook, Twitter, Instagram and Whatsapp. Businesses can monitor contact center and employee performance through a live dashboard that provides basic reporting. Customers are connected to the best skilled resources through automatic call distribution (ACD) based on analytics and artificial intelligence. IVR call flows integrate with analytics to ensure efficient data-directed routing for quicker resolution of customer queries. Workforce intelligence automatically triggers alerts and actions based on historical interactions and scheduling patterns to free up resources. Its no-pause predictive dialer helps call agents get through call lists faster.Call center analytics include metrics on agent-customer interaction, productivity data, reports and performance management aids. Businesses can get feedback on customer experience through surveys, identify discrepancies and boost productivity. It provides out-of-the-box integrations with Salesforce, Microsoft 365, GSuite, Microsoft Teams, Oracle, Zendesk and RingCentral.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
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Amazon Connect

by AWS
Amazon Connect
Amazon Connect is a cloud contact center platform that offers customer service over voice, tasks and chat at a comparatively lower cost. The product uses the Amazon Simple Storage Service (Amazon S3) to record and store exported reports and conversations. From there, it creates default buckets for storage requirements. Its self-service graphical interface helps non-technical users to manage agents, design contact flows and track performance metrics easily without specialized skills. Sales representatives build natural language contact flows with the Amazon Lex with a natural language understanding (NLU) and automatic speech recognition (ASR) technology powering Amazon Alexa.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$10 or less
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
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Aircall

by Aircall
Aircall
Aircall is a cloud-based professional phone system that streamlines customer support and sales engagement. It integrates with CRM and helpdesks. It offers a power dialer, call routing, ring groups, call queuing and live feeds. The software is best suited for modern small and medium-sized businesses, especially those that have call centers.e dashboard to control team activity, coach agents and listen to live calls. Create inbound and outbound call centers. It can integrate with Zendesk, Salesforce and Hubspot.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$1,000 or more
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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PhoneBurner

by PhoneBurner
PhoneBurner
PhoneBurner is a dialing tool that helps sales teams make calls, connect with customers and close deals. It's easy to get started and add new users, whether you’re in-office or working remotely. Mediating calls through the platform means fewer audio problems, so you can focus more on making sales.Standout features include power dialer for fast calling and smart lead distribution for efficient teamwork. Many users love the responsive customer support, though some have reported a few issues with specific CRM integrations. You can choose from Standard, Premium and Professional plans, each with different features and prices to fit your needs.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$100 - $500
Company Size
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Deployment
Cloud On-Premise
Platform
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Qualfon

by Qualfon
Qualfon
Qualfon provides comprehensive contact center, BPO (business process outsourcing) and back-office processing solutions. Its offerings include customer service, integrated marketing, big data analytics and back-office processing. It provides outsourcing services through offices in India, Philippines, United States, Mexico, Guyana and other areasQualfon supports multi-channel customer service through phone, email, live chat, text and social media. Integrated marketing and campaign management tools are geared towards optimizing campaigns and improving lead generation. Advanced data mining, customer segmentation, data analytics and predictive modeling tools help forecast customer behavior to provide superior customer experiences.
Cost Breakdown
$100 - $500
Company Size
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Deployment
Cloud On-Premise
Platform
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Genesys Cloud CX

by Genesys Telecommunications
Genesys Cloud CX
Genesys Cloud is a cloud-based call center software that provides businesses with a comprehensive suite of tools to manage customer interactions. It's designed for businesses of all sizes, from small startups to large enterprises, and offers a wide range of features to meet the needs of any call center. Some of the most popular features include: omnichannel routing, IVR, call recording, and analytics. Genesys Cloud is also highly customizable, so businesses can tailor it to their specific needs. Genesys Cloud is a powerful and flexible call center software that can help businesses improve their customer service. It's easy to use, affordable, and offers a wide range of features. If you're looking for a call center software that can help you improve your customer service, Genesys Cloud is a great option.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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CallTools

by CallTools.com
CallTools
CallTools, a cloud-based contact center solution, helps increase conversion rates and sales revenue by delivering satisfactory customer interactions. Users can monitor teams on the fly, connect with customers and access real-time analytics based on call records. Its main offerings are CallTools Predictive and CallTools Preview, each with its own set of attributes.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$100 - $500
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
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Alvaria

by Aspect Software
Alvaria
Alvaria, formerly Aspect, is call center software that helps you manage all customer communication, whether it’s by phone, email, text or other channels. It mediates incoming and outgoing calls, supports and consolidates multiple communication pathways, and empowers customers by setting up self-service options.Many users appreciate the variety of features, especially those related to customer engagement, call center management and organizational efficiency. However, some find the software a bit tricky to learn and use and think customization options are lacking.To get the most accurate price quote, contact the vendor directly and tell them what you're looking for.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
Company Size
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Deployment
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Gong

by Gong.io
Gong
Gong is a revenue intelligence solution that helps capture customer interactions across web, calls, emails and other communication methods. It facilitates better decision-making for revenue strategy by offering real-time insights and analytics based on sales conversions. Its other major attributes include deal intelligence, integrations, people intelligence, field sales and market intelligence.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$1,000 or more
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
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Sharpen

by Sharpen
Sharpen
Sharpen is a cloud-based contact center platform allowing agents to interact with customers more efficiently and deliver better user experiences. The resources ensure agents are effectively trained and well-prepared to handle customer interactions. Other offerings include platform architecture, inbound routing, reporting and analytics, remote work support and more. .
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 or less
Company Size
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Deployment
Cloud On-Premise
Platform
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ReadyMode

by XenCALL
ReadyMode
Readymode (formerly branded as Xencall) is a browser-based contact center solution with a predictive dialer for CRM and VoIP. It enables users to close more deals, maximize sales and increase agent productivity.Customizable dialing speeds, personalized customer data, and built-in security and compliance features help businesses connect with more leads and build lasting client relationships.According to user reviews, it offers an intuitive interface, customizable features and an easily scalable platform. For pricing information, you can schedule a call with the sales team.
User Sentiment User satisfaction level icon: good
Cost Breakdown
$100 - $500
Company Size
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Deployment
Cloud On-Premise
Platform
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Salesforce Service Cloud

by Salesforce.com
Salesforce Service Cloud
Salesforce Service Cloud, a help desk software from Salesforce.com, streamlines customer service operations for businesses of all sizes. It offers a comprehensive suite of tools for managing customer inquiries, tracking cases, and providing personalized support across multiple channels. Salesforce Service Cloud is particularly suited for organizations looking to enhance customer engagement, improve efficiency, and gain a 360-degree view of customer interactions. Its key benefits include automated case management, self-service portals, knowledge base management, and real-time reporting. The software's user experience is highly customizable, allowing businesses to tailor it to their specific needs. It seamlessly integrates with other Salesforce products and third-party applications, providing a unified platform for customer relationship management. Pricing for Salesforce Service Cloud varies based on the number of users, support level, and additional features required. Businesses can choose from a range of subscription plans, with monthly or annual payment options available.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
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Deployment
Cloud On-Premise
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Plivo

by Plivo
Plivo
Plivo is a cloud-based communication platform that excels in providing services tailored for call centers, among other communication needs. It's particularly well-suited for businesses looking for scalable, reliable solutions to manage their customer interactions through voice calls. One of the key benefits of Plivo is its ability to seamlessly integrate with existing business systems, allowing for a more streamlined operation. Users often highlight its robust set of features, including voice call functionality, SMS capabilities, and advanced call routing, which collectively enhance the efficiency of call center operations. When compared to similar products, Plivo is frequently praised for its clear pricing structure, which typically involves a pay-as-you-go model, making it a cost-effective choice for businesses of all sizes. This flexibility in pricing, combined with its comprehensive feature set, positions Plivo as a competitive option for businesses aiming to optimize their call center performance.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$10 or less
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Deployment
Cloud On-Premise
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Buyer's Guide

Call Center Scripting Software Is All About Improving Call Center Interactions and Results 

By Anjali Gupta, Market Analyst at SelectHub

Call Center Scripting Software BG Intro

Call center scripting software provides written prompts or scripts to answer general questions and guide representatives while interacting with customers. An increasing number of businesses are turning towards call center scripting software, ensuring that customers access the correct information during interactions with digital solutions.

It takes the answers to the system and publishes it across all the user touchpoints in script format with the help of an interactive AI-supported with intelligent and robust analytics. The agent scripting tool creates customer service prompts while reducing Average Handle Time (AHT), offering 24/7 self-support, enhancing First Call Resolution (FCR) and eliminating redundant information.

When looking for a scripting tool in a call center software, it can be overwhelming to sift through all the information and multiple options on the market. This buyer’s guide helps you gain a clear picture of your needs, the features you should look for and compare products to make an informed decision.

Executive Summary

  • Scripting software helps agents set an efficient and reliable scripting system.
  • It allows customers and agents to structure the information by facilitating the “Self Discover Ability.”
  • Increases credibility and transparency by providing data in interactive workflows and avoiding verbal communication that can otherwise lead to complex and confusing interactions.
What This Guide Covers:

What Is Call Center Scripting Software?

Call centers offer a one-on-one experience between agents and customers to share information and resolve issues. Contact centers that depend on scripts to guide representatives ensure a speedy and accurate response to client inquiries. Call center scripting software creates a list of dialogs to guide agents as they interact with potential customers. It helps reduce errors and provides accurate answers so sales representatives can accurately and efficiently guide customers. These scripts also ensure that employees use language that safeguards the organization from violating regulations and ensures 100% reliable answers.

There are two variations of agent scripting software. The basic one refreshes the same script before each call, while the advanced one selects the prompts in real time from the library of prewritten statements as per the conversation. On the other hand, the most advanced version can factor in the customer's emotional state with the help of AI to listen for frustration, impatience and anger and dynamically change the script according to the situation.

Install the software on the local server to connect with every workstation or deploy it as Software-as-a-Service (SaaS). It's available as a part of call center software or can also come as a stand-alone tool.

Primary Benefits

Call Center Scripting Software Benefits

Call Center Scripting Software Categories
  • Create Conversational Scripts: Call center scripting software helps boost customer satisfaction rates by ensuring scripts sound natural, unambiguous and concise. The call center software ensures that critical information is right at the fingertips and helps agents build rapport with customers.
  • Provide Script Training: Train representatives to use scripts as a resource and help them familiarize themselves with the tone and language to remember the script easily.
  • Save Time: With the help of scripts, agents can access accurate information and reduce call resolution time, number of service calls and support emails.
  • Eliminate Human Errors: Call center scripts provide answers to complex questions in a highly easy-to-understand way and reduce the chances of angry, unsatisfied and frustrated customers.
  • Enhance Consistency: The software helps to boost customer satisfaction rates and brand trust by ensuring the same quality of service to all customers regardless of who they call or at what time they call.
  • Improved KPIs and Metrics: When you arm agents with right information on every call, they tend to perform better across multiple metrics. The software also helps to improve tier one resolution, the average time to resolution and customer satisfaction scores.
  • Omnichannel Experience: Customers can reach brands via any medium, including social media, chat, phone and email. This software helps create a consistent omnichannel experience since all channels operate off the same information.
  • Regulatory Compliance: Provides additional reassurance that agents are adhering to company’s guidelines when discussing sensitive information with customers. This is an integral selling point for call centers working with regulated fields such as health care, insurance and finance.

Key Features & Functionality

Drag-and-Drop Script Builder

Offers a graphical interface for designing multivariate, complex and branching scripts. Designers can add to information by simply following the logical flow of a conversation and dragging and dropping new statements accordingly.
CTI Integrations

Computer-telephony integration (CTI) allows agents to manage (receive, place and transfer) calls directly from workstations. It also ensures on-screen scripting prompts are synchronized with each call.
Software Integrations

Integrates with many other back-end platforms such as a CRM to suggest specific scripts for individual customers.
Pause, Resume and Transfer

Maintain continuity even when a call is resumed, transferred or paused and resume the script from where it left off. This eliminates the chances of infuriating the customer by always starting from the top.
Script Library

Offers a collection of commonly used scripted statements from where a script designer picks and drops on the agent’s script prompts depending on the call.
Analytics

Connects the dots between call outcomes and individual scripts. For instance, they can display which prompt led to the highest customer satisfaction rates and fastest resolutions.

Software Comparison Strategy

You can find dozens of call center scripting software in the market offering unique features and capabilities, but you must define your organization's requirements while choosing the most appropriate software. Prioritize or rank your needs using a requirements template and then start comparing between two software providers. It’s also important to analyze what competitors are using and get recommendations from clients who can give feedback on your prospective choices.

Read the features and benefits listed above and analyze what your business needs to stand out among competitors. Once you have the answer, look for a software platform that provides those extra capabilities.

Cost & Pricing Considerations

One of the major factors that can influence cost is the deployment of the software. With a cloud-based installation, you may be required to pay an ongoing subscription fee. On-premise deployment involves a one-time or recurring license purchase, depending on the provider. You must consider expenses such as add-on capabilities, version upgrades, training, maintenance and implementation support incurred in operating a call center scripting software and the total cost of ownership. Also, make sure that you verify that your package includes access to support through phone, email, chat and ticket creation, or if you will need to for it. Reach out to the provider for a detailed price quote or check the website for other cost-related details. You can talk to our experts who can help you determine which product or vendor might be a good fit for your organization.

The Most Popular Call Center Scripting Software

Although the, “best call center scripting software,” depends on a company’s requirements, we’ll examine the industry leaders that have successfully addressed and are serving the needs of most organizations effectively. Read on for a brief overview of the highest-rated products according to our analysts.

Aspect

Aspect supports global call center communications across voice, email, SMS and other channels. It not only ensures compliance but also enhances operational efficiency to deliver world-class customer experiences. Some of its important features include digital self-service, inbound and outbound voice support and an omnichannel agent.

Aspect Call Center Scripting Software

The ingredients for customer care.

Nextiva

Nextiva helps businesses integrate customer service with AI, analytics and VoIP phones in a single platform to deliver a user-friendly experience. Agents can access this software from anywhere and use message, video chat and email modules to interact with customers.

Nextiva Call Center Scripting Software

A preview of a dashboard.

Five9

Five9 is a leading contact center solution that facilitates customer engagement and helps agents enhance productivity and boost revenue by offering a premium customer experience. Its offerings include speech-enabled IVR, historical dashboards, web callback, agent scripting and pre-built CRM integrations.

Five9

How calls are routed automatically to agents.

 

 

Questions To Ask

Selecting a call center scripting software can be daunting. What works for others may not be the best for you. Before deciding on a product, you must ask yourself these questions and evaluate the software according to your organization’s needs.

Questions to Ask Yourself

  • Which are the features of this software?
  • What are my company’s current and future priorities?
  • Who will use this system and what must be the must-have and nice-to-have features?
  • What’s the budget? Are you overpaying for the solution?
  • Will the new system be able to integrate with the organization's current or future technologies?
  • Does your organization have IT resources to help with deployment?

Call Center Scripting Software Key Questions To Ask

Questions To Ask About the Software and Vendors

There are many questions that may illuminate whether or not the software and the provider cater to your company’s requirements. Apart from discussing features, benefits and deployment options, ask these questions to have a clear picture about the vendor and the software.

  • Does this platform connect to the company’s existing data source?
  • What are the deployment options available?
  • Are there any extra costs associated with the plan?
  • How much do I have to pay for upgrades and add-ons?
  • Will there be any onboarding training?
  • Which platforms does the software support?
  • Is there training to support user adoption?
  • What customization is available?
  • How long will onboarding and implementation take?

In Conclusion

Call center scripting software can significantly boost a company's profit and growth by streamlining the customer support process. It helps agents deliver the right support, create long-term relationships with customers and stay ahead through modern tools. However, choosing a provider can be overwhelming, which is why you must keep the most important requirements in mind while comparing solutions.

About The Contributors

The following expert team members are responsible for creating, reviewing, and fact checking the accuracy of this content.

Kriti
By Kriti Sahay
Technical Content Writer
Kriti Sahay is a Technical Content Writer at SelectHub, writing content for Help Desk and Call Center Software. Kriti is based out of New Delhi, India. When she's not handling Buyer's Guides and other informational articles, she can be found experimenting in her kitchen, street shopping, or painting!
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Dhanasri
Technical Research By Dhanasri Yasam
Senior Analyst
As a Senior Research Analyst, Dhanasri Yasam works in key categories like EHR, EMR, business intelligence and HR. In her role, she conducts primary research, collects and analyzes empirical data, and draws evidence-based conclusions. She also has extensive experience gathering requirements for client projects. Dhanasri holds a B-tech in Computer Science and Engineering from Dr. M.G.R. Educational and Research Institute, Chennai and an MBA in Finance and Marketing from Aurora's Business School, Hyderabad.
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Manan
Technical Review By Manan Roy
Principal Analyst
Manan is a native of Tezpur, Assam (India), who currently lives in Kolkata, West Bengal (India). At SelectHub, he works on categories like CRM, HR, PPM, BI, and EHR. He has a Bachelor of Technology in CSE from The Gandhi Institute of Engineering and Technology, a Master of Technology from The Institute of Engineering and Management IT, and an MBA in Finance from St. Xavier's College. He's published two research papers, one in a conference and the other in a journal, during his Master of Technology.
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Hunter
Edited By Hunter Lowe
Content Editor
Hunter Lowe is a Content Editor, Writer and Market Analyst at SelectHub. His team covers categories that range from ERP and business intelligence to transportation and supply chain management. Hunter is an avid reader and Dungeons and Dragons addict who studied English and Creative Writing through college. In his free time, you'll likely find him devising new dungeons for his players to explore, checking out the latest video games, writing his next horror story or running around with his daughter.
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