Call center agents must continuously adapt and better address consumers’ demands. They employ a seemingly infinite number of tools and apps daily to empower their efforts and meet the expectations of their customers. A sizable user base at call centers is increasingly adopting open source call center apps to support and improve how they work. One of the finest methods to empower businesses and adjust their operations is via free and open source call center software. Such solutions are easy to customize and can be effortlessly changed and integrated with current apps.
What Is A Call Center Solution?
A call center solution is a unique approach for companies to assist customers. Originally, only phone calls allowed customers to contact company certified executives. Nevertheless, the availability of call center software solutions has enabled businesses to address customer complaints through live chat, social media postings, emails, and other channels. Call center solutions have also assisted agents in managing customer services since they can simplify incoming and outgoing calls, manage pertinent call data, and upload automated scripts.
Call Center Software Benefits
A plethora of customer-facing procedures in a business is made possible by call center software. Open source and free customer service software are appropriate if your call center employees interact with many clients daily and must address their questions. Businesses may handle calls such as transactions, information inquiries, delivery-related information, troubleshooting, and other support-related tasks using free and open source call center software. Many advantages come with the right inbound or outbound call center software. Several of them are listed below.
Automation With Contact Center Software
Using contact center software, business procedures may be automated as much as possible to reduce human effort. For example, free call center software contributes to tasks like automatic call queue and calls time recording. In addition, it helps in categorizing calls according to the customer’s inquiry, allowing calls to be directed to the appropriate department.
CSR Management
The best call center software helps cut down on consumers’ wait times. In addition, it helps customer service professionals recover and access clients’ data immediately. As a consequence, agents give clients immediate support and resolution.
Simplified Communication With Cloud Call Center Software
Cloud Call Center Customer Service Software also helps internal departments interact and share data for speedy and efficient call center service. Free and open source call center software gives staff easy tools to transfer or consolidate calls. Agents may also keep track of tasks and ensure that they are completed. In addition, you may record and retrieve task history so that agents can start the work where the subordinates left off.
Augmented Sales
With the assistance of a commercial or free call center software solution, sales may be doubled many times over. One person can only make a certain amount of daily sales using the conventional sales procedure. Yet, call center software helps speed up and simplify the sales processes so that the agent may move on to the next case as soon as one is concluded. Several free and open source customer call center software also give information and purchase history of a customer, which may aid agents in cross-selling. This leads to greater sales and, as a consequence, more profit.
Enhanced Security
To prevent data breaches, call center software for small businesses offers secure data access and encryption tools. It also offers a user interface from which data cannot be collected or taken for nefarious reasons. In addition, most standard and free call center software solutions include cloud backup, which helps save data on a distant server. This is done so that in the case of an on-site physical accident, the data may stay safe remotely.
Prioritising And Channelling
The call center management system helps prioritize tasks based on urgency by routing and allocating priority calls to the appropriate department. In times of heavy call volume, it also helps with effective call allocation and distribution.
Multi-channel Assistance
All basic call center services now include multi-channel support options, allowing customers to request assistance through SMS, calls, websites, or mobile apps. Call center CRM software aids in reducing traffic on a specific channel and distribution of work. It gives customers the option to select the channel they prefer.
Value Addition
Since they trust human intellect more for problem solving, people prefer speaking with someone rather than an automated computer. Free and open source call center software offers customers a platform where they may seek help from people who can comprehend the complexity of their problems and deliver effective solutions.
Call Center Software Features
Call Is Distributed Automatically
Based on the nature of the complaint, a powerful free and open source call center software should automatically route the call to the most qualified agent.
Allows Use Of Specialized Codes
When a call center executive has completed a telephone conversation, they may identify the conclusion of the call with code such as ‘interested,’ ‘problem resolved,’ ‘managed by IT,’ and so on.
Lets The Customer Leave A Message For The Call Center Executive
Several open source and free case call center software solutions allow customers to send messages to the case agent through voice notes or email if they are unavailable.
Improved Functionality With Call Center Management System
A call center management system that is free and open source may be effectively integrated with third-party apps to safeguard customer information or offer services that are not available on a single platform.
Allows Performance Evaluation
When a new call center executive has been introduced to the CRM software, a manager may listen in on their call with the customer without the customer knowing.
Enhanced Interactive Voice Response (IVR)
IVRs are pre-recorded messages a customer hears before being connected to an agent. With call center software, IVRs are composed seamlessly to give maximum assistance to the customer in the simplest way regarding the category of their grievance.
Why Use Free And Open Source Call Center Software For Small Businesses?
Open source Call Center Software Is Not Always Free! That typically implies that you may host the software and operate its apps independently. You may also customize the software and do your software updates. You may have understood by now that you must also debug and update issues regularly. Small businesses may get open source and free call center software from specialized vendors that provide extreme flexibility and customization. The software assures higher overall service quality despite the little or no additional cost. Check to see whether there are any additional (or recurrent) costs related to the open source call center solution you are choosing for.
Best 10 Free And Open Source Call Center Software To Try
Now that we understand the significance of call center software, we can go to the next step: selecting the best software for your business. Various inbound and outbound call center software solutions are on the market today. But which one is suitable for your business? These are the best open source call center free software solutions with various features to help you select.
1. OrecX
OrecX is a free call center software with a fully functional commercial version. Using this open-source software, you may handle Cloud, VoIP, and TDM call recording at a substantially cheaper cost. It provides easy setup and maintenance and is used in over 200 countries globally. You may also expect no-cost translation and customization to improve the operations at your call center to meet your business requirements.
2. Asterisk
If you’re seeking complete, free, and open source call center software, Asterisk is a great option. Asterisk call center software has extensive modules to handle all customer service tasks. The Asterisk telecommunications platform also offers low-maintenance tools that are easy to work with and can be quickly integrated with telephone devices.
3. GOautodial
GOautodial is a fully featured and best call center software that efficiently manages inbound, outbound, and mixed calls. It has many handy features for administrative setup and administration, report production, call recording, and more. A multi-channel contact center app with voice and non-voice functionalities is also available.
4. AVOXI
AVOXI is a cloud-based customer service contact center software offering several business-class phone features to ensure continuous customer service. You may use VoIP phone service technology with AVOXI to satisfy unique business demands, such as scaling up and down your customer service requirements. You may also get a virtual phone number to route a call from one area to another. AVOXI Call Center App Software is designed to satisfy the demands of call centers worldwide.
5. Ekiga
You may easily get call center software for free nowadays; nevertheless, Ekiga is extensively used in call centers worldwide for its softphone, video conferencing, and messaging solutions. This is because it offers an easy-to-use interface and can be integrated with many codecs. Yet, it offers a free SIP address to all of its subscribers. Therefore, users may make outbound calls to customers all around the globe, including video calls, using this SIP address.
6. Bitrix24
Bitrix24 is free call center software with features like an intranet and customizable web-based lead forms. With the call center software, you may begin making and receiving calls in minutes, even if you opt for the cloud version. The free edition is for 12 workers; you must pay as your company grows. Its other significant functions, such as the SIP connection, a rented phone number, and the Bitrix24 telephony for outbound calls, are accessible at extra fees.
7. VMukti 1.1
VMukti 1.1 is a complete call center solution for both inbound and outbound call centers. Designed with an open architecture, this open source call center software supports all popular standards such as ITU, IETF, and others. This free call center software requires no proprietary gear or software. The solution offers several sophisticated functions to encourage data-based decision making, such as thorough statistics and answering machine identification.
8. Elastix
You may acquire the Elastix call center software solution for free by downloading it from the official website. It also enables infinite concurrent calls and calls logging and forwarding on busy or no response. In addition, it supports auto pickup on busy days, as well as broad Codec support. This open source and free call center solution are a must-have for call reporting, call parking/pickup and support for SIP trunks/gateways. But, when your business expands, you may opt for Pro and Enterprise editions for more extensive features.
9. CallHippo
For small businesses who need or demand basic call center management tools, CallHippo is another free and open source call center software. Its user-friendly design and simple tools make it a cost-effective solution for small businesses. In addition, CallHippo offers easy connectivity with various third-party CRM software for smooth customer service management.
10. VICIdial
The VICIdial is an open source call center software with over 800 registered installations. Thousands of people have downloaded the official version of VICIdial in only one year. It’s a full-featured predictive dialer that can handle inbound, outbound, and mixed call handling. In addition, service agents may log in from afar thanks to this open source software.
Conclusion:
Free and open source call center solutions apps have opened new chances for small and mid-sized companies to be driven toward higher productivity and efficiency. Companies may now use new technologies and provide better call center customer service thanks to free and reasonably inexpensive licenses for call center customer service systems. Ultimately, free and open source call center systems greatly help startups and low-budget businesses everywhere. They no longer have to rely on someone else to control the flaws in their customer service process. For their requirements, businesses may develop flexible and customized solutions. With options like those listed above, it’s evident that open source technology has opened up new doors for call center addition workers and managers.
