Work Smarter With Call Center Software for IT & Tech

Q: What are the key features of call center software for IT?

Common features include: Multi-channel support: communication through multiple channels, such as phone, email, chat, and social media. Knowledge base: A centralized repository of technical documentation, onboarding portal , and explanatory guides. Call routing: Feature that routes calls to appropriate agents IVR: An automated phone system with call-routing capabilities Reporting and analytics: Tools that generate insights on call volume, resolution time, customer satisfaction, and more. CRM integration: An integration of a customer relationship management system with another software to easily access customer information.

Q: Is call center software for IT scalable?

Most call center software for IT are scalable , allowing you to add or remove agents and expand the system as your business grows. Cloud-based solutions are particularly flexible, as they can dynamically adjust resources based on demand.

Reduce call handling time by 22% with our all-in-one business calling software. CloudTalk offers integrations with industry-leading platforms, quick setup, and dozens of automation tools.

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3,000+ innovative companies run on CloudTalk call center software

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CloudTalk allows you to set up an entire phone system for minimal costs, without the need for external IT support. Get your call center up and running instantly.

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Increase
calls per agent by

87%

Call quality

10/10

Increase
first call close by

17%

Decrease
holding time by

22%

Increase
answer-seizure ratio by

59%

Sync Data With One-click Integrations

Centralize task management with dozens of available integrations like Zendesk, Freshdesk, Salesforce, and many more. Access all data in a single place.

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Secure Customer Information

Match rising security and privacy regulations with an ISO 27001 certified platform, Single Sign-On (SSO) and 9 globally-distributed modern data centers.

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Best call center software

Based on 400+ CloudTalk reviews on 6 independent software marketplaces & platforms

4.4/5 – 258 reviews

4.3/5 – 663 reviews

4.4/5 – 305 reviews

4.5/5 – 258 reviews

Key Benefits For Tech Businesses

Call globally as a local

With the largest international number coverage on the market, you can call 160+ countries worldwide while maintaining a local presence and prices.

Enjoy high-quality calling

Connect smoothly with stakeholders all around the world. We have established a strong network of telecommunication partners all across the globe.

Easily scale your business

CloudTalk is a flexible solution, ideal for growing businesses. Expand globally without changing providers every few months as your team grows.

Analyze Real-time data

Easily access your call center analytics for data-driven teams. Get in-depth insights into your calls, including steps, reasons for missed calls, and more.

Utilize All-in-one Solution

CloudTalk offers 70+ features for both sales and customer service teams. Use Power dialer for efficient customer acquisition or IVR for smoother support.

Work Fully Remotely

Run a call center from anywhere with remote-ready calling software. Our hardware-free VoIP technology is also much cheaper than on-premise services.

Over 3,000 call centers and phone systems
are powered by CloudTalk

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Due to the Covid-19 outbreak, we had to set up and deploy a completely new team entirely remotely. CloudTalk proved to be an excellent tool, as it enabled us to run the call center remotely while maintaining order thanks to a solid overview of each agent’s results and performance.

The team’s efficiency and costs have improved drastically. Power Dialer allows agents to increase the number of calls they cover. We found the call scripts especially useful because they enable us to lead calls in a more systematic way.

Since our agents began using aftercall work and all information is now logged into the helpdesk, the overall orientation has been a breeze. Agents can always access the call recordings for a full conversation overview in case there aren’t enough written notes available.

We appreciate CloudTalk flexibility and scalability. Our customer support operates for 7 days, so we set different business hours for each phone number along with custom rules to redirect customers to a different number or play any message to them when someone is not available on the first choice.

CloudTalk helped us with a massive reduction in the missed calls and an efficient allocation of the customers to a specific agent. Integration with LiveAgent, allows us to automate unnecessary tasks and streamline the workflows, resulting in a customer support system that can focus on customer happiness.

The number of sales calls per day has radically increased, many unnecessary processes were automized with Pipedrive integration. The waiting time of the callers has decreased thanks to several useful features like Call Flow Designer or IVR. The customer’s mood radically improved.

FAQ

What is call center software for IT?

It is a specialized software designed to manage and streamline the operations of IT support call centers. It enables efficient handling of customer inquiries, technical issues, and support requests through various communication channel

What are the key features of call center software for IT?

Common features include:

Multi-channel support: communication through multiple channels, such as phone, email, chat, and social media.
Knowledge base: A centralized repository of technical documentation, onboarding portal, and explanatory guides.
Call routing: Feature that routes calls to appropriate agents
IVR: An automated phone system with call-routing capabilities
Reporting and analytics: Tools that generate insights on call volume, resolution time, customer satisfaction, and more.
CRM integration: An integration of a customer relationship management system with another software to easily access customer information.

Can call center software for IT be customized to suit specific needs?

Yes, many providers offer customization options. You can tailor them to match your organization’s unique requirements, such as branding, ticketing workflows, escalation rules, and integration with other systems.

Is call center software for IT scalable?

Most call center software for IT are scalable, allowing you to add or remove agents and expand the system as your business grows. Cloud-based solutions are particularly flexible, as they can dynamically adjust resources based on demand.

How secure is call center software for IT?

Security is a critical aspect of IT and Tech. Call center software for this industry typically includes measures such as:

Role-based access control: Different user roles have specific permissions to access information and features
Data encryption: Protects sensitive customer and organizational data from unauthorized access
Secure data transmission: Uses encryption protocols for secure communication between the software and users
Compliance: Adheres to industry standards and regulations, such as GDPR or HIPAA, if applicable

For further education about call center software security, read our blog on how to fix VoIP vulnerabilities.

Can call center software for IT integrate with other systems?

Yes, many providers offer integrations with other systems like CRM solutions, help desk tools, or customer databases. Integrations enable seamless access to customer information and ensure a consistent experience across different platforms.

How do I choose the right call center software for IT?

When choosing your calling solution for Tech industry, consider the following factors:

Features: evaluate if the software offers the necessary features to meet your call center’s requirements
Scalability: ensure the software can scale as your business grows
Integrations: check if the software integrates with your existing platforms
Ease of use: look for a user-friendly, intuitive interface
Security and compliance: verify that the software meets your organization’s security and compliance needs
Cost: consider the pricing model and determine if it fits within your budget

Remember to assess multiple software options, read reviews, and consult with stakeholders before making a final decision.