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unified communications technology, call center

Top 5 Call Center Apps in 2020

By Team CounterPath
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The call center industry is experiencing massive growth and innovation. In an industry that relies on clear and efficient communication, UC solutions are at the forefront of that evolution. We're taking a look at the top 5 global call center applications. Here are our recommendations:


1. Zendesk Talk

Zendesk Talk helps phone agents answer calls and resolve complex issues faster and deliver personalized support. Talk is cloud-based call center software built right into the Zendesk Support ticketing system, allowing customer service teams to provide phone support from the same platform they use to manage all other channels. With full customer history, automatic ticket creation, and call recording, agents can focus on conversations instead of workflow.

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2. Avaya Agent Desktop

Avaya Agent Desktop allows agents to use advanced desktop analytics across the entire customer journey. It improves agent productivity, customer responsiveness by connecting customers with specialists faster. Avaya Agent Desktop increases resolution speed and satisfaction, and the overall customer experience. It is easily added to existing contact center infrastructure. 

It also connects your CRM to your on-premises or cloud contact center and provide agents with a feature-rich, high-quality VoIP softphone solution across locations, platforms, and devices.

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3. Bria for Call Center

Bria Enterprise for Call Center simplifies the user experience for call center agents, and offers organizations an immediate competitive advantage that is scalable and cost effective. Its powerful provisioning solution makes it easy to manage and control thousands of agents simultaneously, not to mention powerful traffic analysis and helpdesk capabilities. Its open standards and proven interoperability enables seamless working with multiple PBX vendors and geographically dispersed contact centre infrastructures.

Bria for Call Center also includes extreme customization capability, enabling organizations to build its features into the workflow rather than being limited by the roadmaps of other major UC vendors.

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4. TalkDesk

Talkdesk empowers companies to make customer experience their competitive advantage. It easily adapts to the evolving needs of sales and support teams and their end-customers, resulting in increased customer satisfaction, productivity and cost savings. 

Talkdesk includes advanced routing (making it easier to reach the right agent, team or department based on custom criteria), monitoring and reporting metrics.

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5. CloudTalk

Using advanced call center analytics, CloudTalk lets teams measure and improve communication with their customers. With CloudTalk, you can make and receive calls from a web browser or CloudTalk mobile app. With real-time analytics, you can live track the performance of your agents.

CloudTalk allows agents to maintain a local presence with an international phone number and run virtual call centers from anywhere in the world.

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All CounterPath solutions are scalable, secure and cost effective. By switching or augmenting your current communication system to include VoIP, organizations can realize immediate benefits including real-time collaboration and cost savings.

Take advantage of all the latest emerging technologies and add CounterPath solutions to your strategic plan.

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Team CounterPath

About Team CounterPath

CounterPath Corporation is a leading provider of innovative desktop and mobile VoIP software products and solutions. The company's product suite includes SIP-based softphones, server based user experience management and UC solutions that enable service providers, enterprises and Original Equipment Manufacturers (OEMs) to cost-effectively integrate voice, video, presence, Instant Messaging (IM) and collaboration applications into their VoIP offerings and extend functionality across both fixed and mobile networks.