Top 10 Free Call Centre Software For Small Business

The world’s most successful businesses are known for their outstanding customer service. Customer satisfaction is not only a goal, but also a top priority for them.

Customers abandon a brand, according to a recent survey, when:

  1. Customers are made to wait for excessively long periods of time.
  2. Customers aren’t getting the right customer service representatives to help them with their problems.
  3. Customers are required to transfer their information around to several people in order to obtain the ultimate solution.

The reasons above are self-explanatory of the importance of call centres for businesses:

  • Solving customers issues
  • Adding new customers
  • Retaining existing customers
  • Keeping customers happy

A well-run call center with well-trained employees, proper infrastructure, and cutting-edge technology may help your company grow. Customer retention is greatly aided by call center software.

What is Call Center Software?

Customer satisfaction and engagement are the only goals that both inbound and outbound call centers strive for when it comes to answering customer questions and maintaining customer relationship. Here’s where Call Center Software comes in.

Customer relationship management (CRM) is a challenging task that necessitates top-notch technological support. As a result, call centers use technology to provide clients with a very pleasant experience.

Call centre software is a technology that helps call centers simplify, manage, and accelerate their daily operations, ultimately improving the customer experience. This software is jam-packed with features that streamline procedures and eliminate unnecessary manual jobs.

What Are The Features Of Call Center Software?

The following is a list of 20 popular call centre software features:

  • Call recording
  • Call barging
  • Toll-free services
  • Call termination
  • Conference calling
  • Call queues
  • Interactive voice response system
  • Automatic Call Routing (ACD) /Automatic call distributor
  • Voicemail, transcription, and notifications
  • Virtual Private Network solutions
  • Disposition codes
  • Predictive dialler
  • Voice Logging/ Recording
  • VoIP phone systems
  • Campaign Management
  • Reporting/Analytics
  • SIP Trunks
  • Authentication
  • Database screen pops
  • PBX

Using technology to increase productivity and minimize workload is a good idea. There is a variety of software in the market. One must make a decision based on their needs and finances. If a call center’s budget is restricted, free and open source call center software may be able to assist them in better managing their workload.

FREE and Open source Call Center Software

For your business, we’ve compiled a list of the top free and open source call center software for your business, they are:

1. Bitrix24

There is no competitor in this area to Bitrix24 if you want a very complex, all-features-enabled, customizable, free and open source call center software. It’s a one-stop shop for all of your call center’s requirements. Bitrix24 is a robust free call center software and open-source, with capabilities including workgroup collaboration, task and project management, multi-channel CRM, and a free customer service.

It comes with a slew of features and cloud storage that are sure to impress. It is capable of sound tracking and broadcasting. It’s available on both the desktop and mobile application. It’s free for 12 users, with 5GB of storage, 100 monthly call records, and 1000 free emails.

Free call center for small business

Features of Bitrix24

  • Virtual PBX
  • Call Recording
  • IVR
  • Call Routing
  • Employee Extensions
  • Robocalling
  • Caller ID
  • Automatic Dialer
  • Multichannel features
  • Queue and route intelligently
  • Delegate chit-chat to virtual assistants
  • Reports and Analytics

2. VICIdial

VICIdial is a free call center software. It is an open source program that may be used for any type of call center solution. The main interface is available in 16 languages, with possibilities to simply modify your own version. The nicest feature is that everything is displayed on a single screen. They also provide a forum where you may get answers to your questions. It offers a single display with excellent predictive dialer features.

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Features of VICIdial

  • Load balancing of calls between Inbound servers
  • Works without any specific proprietary hardware
  • Automatic Call Distribution (ACD)
  • Automated reports
  • Call transfer,
  • Call Conferencing
  • Inbound call routing
  • Call Recording
  • Predictive dialler
  • Scheduling
  • Voice mail detection
  • 3rd party verification

3. EKIGA

Ekiga is a free and open source call centre software that is commonly used for video conferencing, messaging, and softphone in call centers. It accepts a variety of codes. It is simple to use. A free SIP address is provided to users. It allows you to make voice and video conversations to anyone with a SIP address anywhere in the globe.

Features of EKIGA

  • Call Hold
  • Call Transfer
  • Call Forwarding
  • Message Waiting Indications
  • Calls History
  • Call Monitoring:
  • Call Auto-Answer:
  • HD sound quality
  • PC-To-Phone calls under Linux
  • Silence Detection by algorithms
  • Echo Cancellation
  • Advanced Address book
  • Access to the Address Book via a remote LDAP directory

4. OrekaGPL by OrecX

OrekaGPL is a well-known free call centre software. Almost all call centers record calls for the purposes of training and improving customer service. As a result, they’ll need reliable software to record calls and keep data safe. For call centers, Oreka GPL makes this possible. Several call centers use the Oreka GPL, which is a free call recording software. It is ready to use after only a half-hour of setup.

There are no additional costs once the system is installed. Voice over Internet Protocol (VoIP) is supported. Customization is possible with this system. At the moment, this open-source recording project supports VoIP and sound device capture. Calls are recorded and stored in databases that can be accessed via the internet. Calls are passively recorded by Oreka GPL.

Features OrekaGPL by OrecX

  • Automatic audio segmentation
  • Voice activity detection
  • Real-Time Monitoring
  • Live chat system
  • Archiving & Retention
  • IVR / Voice Recognition
  • Predictive Dialer
  • Campaign Management
  • Call Logging
  • Call Scripting
  • Inbound Call Center
  • Workforce Management
  • Call Sharing
  • Distributed Call Recording
  • File Transfer
  • Recording Bookmarking
  • Scheduled Recording
  • Screen Activity Recording

5. Linphone

The Voice over Internet protocol is more popular than traditional call methods because of its inexpensive call prices, low hardware requirements, and incredible features. Linphone, an open source contact center software, should always be your first stop if you’re looking for sophisticated VoIP software for your call center. It functions with both Mobile and desktop.

Features of Linphone

  • It provides a very user-friendly platform with seamless access to all functions.
  • Remote provisioning
  • Call management (pause and resume)
  • It has a live chat option, and the chat view is accessible when on the phone.
  • Collective call and chat history
  • Call history
  • Full-screen video calls in HD (H.264, H.265, and VP8 codecs supported)
  • Optimized audio/video quality through algorithms
  • HD voice
  • Supported languages: English, French
  • Account creation assistant
  • Call transfer
  • Auto-answer
  • Call quality indicator
  • SIP/TLS, SRTP, and ZRTP encryption provide call security.
  • Call recording and replay
  • Echo cancellation
  • conference calls
  • Picture and file sharing
  • Call statistics- advanced

6. Asterisk

Asterisk call center software should be your first pick if you’re looking for a communication solution for your call center. Asterisk is a full communication solution for call centers. It is a popular call center software that is used all over the world. Asterisk call centre software is a free and open-source telephone system.

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Features of Asterisk

  • Authentication
  • Call Detail Records
  • Call Forwarding
  • Call Monitoring
  • Call Queuing
  • Interactive Voice Response (IVR)
  • Call Recording
  • Call Retrieval
  • Caller ID on Call Waiting
  • Call Routing
  • Call Transfer
  • Caller ID
  • Blacklists
  • Music on Transfer:
  • Caller ID Blocking
  • Conference
  • Call Waiting
  • Dial by Name
  • Do Not Disturb
  • SMS Messaging
  • VoIP Gateways

7. ICTBroadcast

If you’re looking for a complete autodialer, ICTBroadcast has a lot to offer. ICTBroadcast is a free, open-source auto dialer. An auto dialer is a piece of software that dials numbers from a database. It’s used to leave voice messages for people to call an administrator’s phone number. By dialing automatically, auto dialers save a lot of time.

Features ICTBroadcast

  • Calls using VoIP, FoIP, or PSTN.
  • Call recording
  • Bulk messaging
  • Campaign management
  • On the home page, there is a dashboard with illustrative statistics.
  • Enhanced GUI,
  • Fast data adding option
  • Multiple themes and layout

8. MicroSIP

It’s a helpful piece of software for tiny call centers that deal with smaller volumes of data on a regular basis. Softphone functions based on VoIP technology are included.

Features of MicroSIP

  • It allows high-quality VoIP calls
  • It has an open SIP protocol.
  • You’ll be able to make free local calls as well as low-cost international calls.
  • Echo cancellation algorithm
  • It contains a built-in voice activity detection system.
  • Call Encryption
  • Multilanguage Support
  • It allows the user to select a cloud-based SIP provider.
  • This software requires fewer system resources to run.

9. VMukti 1.1

With a variety of dialing modes, this open-source call center software can handle both inbound and outgoing calls (predictive, preview, progressive and broadcast).

Features of VMukti 1.1

  • Automatic Call Distribution (ACD)
  • Call transfer,
  • Call Conferencing,
  • 3rd party verifications
  • Voice Logging,
  • Monitoring & Agent Quality Management
  • Call Detail Record (CDR) and Reporting
  • Call handling features
  • Predictive dialler with data screen pop up,
  • Auto-answer,
  • Filtering
  • Call transfer, Call Conferencing, 3rd party verifications
  • Web-based solution
  • Authentication
  • Interactive voice response system
  • Database screen pops

10. GoAutodial

Goautodial is a free and open source call center software that allows users to create their own phone system for their business. It also has a predictive dialer and an automated call routing system.

Features of GoAutodial

  • Reports and Analytics
  • Personal Voicemail
  • Scheduled call-backs
  • Real-time Dashboard
  • Call barging
  • Call recording
  • Predictive dialing
  • Call Segmentation Filters
  • Automatic dialing
  • VoIP trunks lines
  • Technical assistance via tickets, chat, and phone,
  • Interactive voice response system
  • Automatic Call Distribution
  • Higher quality configurations
  • call recording
  • Scalable software

Aside from the free and open source call center software, we’ve added two more free online call center software options that aren’t open source but are still free to use. It’s a good idea to include these two because they’re popular and have a lot of features for call center solutions. ActiveDemand and Crazy Call are the two.

1. ActiveDemand

ActiveDemand is a free call center software with advanced features that you won’t find anywhere else. It’s a call-tracking program that works on Windows, Linux, Android, iPhone/iPad Mac, and Windows Mobile devices.

Its robust features set it different from the plethora of call tracking tools available. Its extensive call analysis aids in the growth of your company. It contains a pre-built campaign, and the platform is so complex that if you get a call from a consumer, the tracker program can tell you which websites the caller visited before coming to your website and phoning you. It’s more than just call tracking software; it’s a full-fledged marketing automation platform. To track individual clients, Active Demand software uses technologies such as encoded links, cookies, and geo-IP.

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Features of ActiveDemand

  • The free version works for one user
  • SMS Campaigns
  • Elaborate Reports and Analytics
  • Social Media post scheduling
  • Automatic Lead Distribution
  • Call Attribution
  • Automated RoboCall campaigns

2. Crazy Call

Crazy Call is a free call center software that has a number of built-in features to ensure that call centers run smoothly.

Features of Crazy Call

  • View all metrics of projects on dashboard
  • Call recording
  • Monitor the current activity of call center executives
  • Analyze the existing data with multiple parameters:
  • To track agent call data, there are 13 different types of exportable reports.
  • Calling trends chart for analysis
  • Call routing
  • Create call scripts as a tool for cold calling
  • Focuses interface without distraction
  • Auto dialler
  • Auto scheduling calls
  • Conference call
  • Sorting callers through IVR
  • Unlimited Inbound calls
  • Virtual phone number for free
  • Toll-free number allotment

Which Software Is Best For Call Center?

Everyone’s first choice would undoubtedly be a user-intuitive, easy-to-install, and scalable free open source software. The most important features of call center software were listed at the start of this article. When it comes to choosing the best call center software for your company’s needs, you can follow the steps outlined below.

Choosing call centre software for your business will also be determined by the quantity of work you have and the number of user accounts you require, so make your decision only after the software can accommodate these requirements.

How to pick the best call center software for your business:

  • Make a list of all the features you’ll need to keep your firm running smoothly. The general idea is that software with more functionality will be more valuable to your company.
  • You should also consider whether or not the software vendors provide technical support.
  • Examine the hardware compatibility. Software that requires the least amount of hardware should be chosen.
  • Check to see if the software is cloud-based or browser-based. It is a significant point depending on the type of business you run.

Conclusion

Customers are, after all, a company’s most important asset and the most demanding stakeholders. The outcome of the relationship component that organizations share with their consumers is customer lifetime value (CLV). The first location where your customer evaluates your dedication and obligation to them is at a call center helpdesk. Investments in customer service solutions provide firms with a long-term value proposition. It is never a bad idea to invest in technologies that help manage client interactions.

Leave your thoughts on free call centre software for small business in the comments section below. If you’ve used any of the free call centre software mentioned above, please let us know your thoughts.

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