There is a lot of free or cheap Opensource call center software available online that can help you grow your small scale call center business easily and make it more efficient.
Opensource Call Center Software
Call center jobs may seem easy to you but are actually really hard. You get night shifts a lot and then handle cranky and confused customers on call. What do you think that actually makes their life easier? It’s their Open-source call center software.
This type of job requires a lot of record-keeping and number searching. If you’re selling a product via call then you need to be really careful about who you’re calling. You cannot call just any consumer to see any product. For example, if you’re selling a makeup set, you cannot call a man. Not only it will ignite the customer but they might end up reporting you as spam. If you’re the person that handles complaints then you need to have a record of all FAQs by customers and their usual complaints.
To make all of this work easier and to make the call center employees more efficient all the call centers have different Open-source software.
Let’s discuss in detail about them.
Features of Call-center Softwares
There are some usual features available in every Open-source call center software out there. Some of them are:-
- Call barging
- Call termination
- Conference calling
- Voicemail, transcription, and notifications
- Call recording
- Interactive voice response system
- Toll-free services
- Automatic Call Routing (ACD) /Automatic call distributor
- Call queues
- SIP Trunks
- Database screen pops
- Virtual Private Network solutions
- Disposition codes
- Predictive dialler
- Voice Logging/ Recording
- VoIP phone systems
- Campaign Management
Different Open-source software
Open-source call center software is very productive and efficient in many ways. These are best for small scale businesses as they are either cheaper or free. Some of the software are:-
This is probably the most popular free Open-source call center software out there. It gives you free access to useful tools such as-
- Workload Management
- Kanban Board
- Task Dependencies- FS, FF, SS, SS
- Gantt Charts
- Project Workgroups
- Time tracking
- External Users
- Task templates
Bitrix24 is more than a communication platform, it’s everything that a call center needs. It is perfect for Client management, consumer support, internal communications, tasks and projects, and e-commerce.
2. Mukti 1.1
VMukti 1.1 was the first-ever Open source Enterprise P2P software for call centers. It has a combination of P2P, Web, and telephony which is seen rarely. Moreover, it’s got an extendable platform for third party systems. It supports both inbound and outbound calls. It is built with open architecture and has ITU and IETF standards for support. Features of VMukti 1.1 are-
- Efficient call handling
- Configurable interactive voice response system
- Automatic Call Routing
- Answering machine detection
- Predictive Dialing
- Database screen pops
- Detailed Statistics
- Voice recording and logging
If you want a robust call center software, VMukti is the one for you.
If you have a small or medium-sized business, this user-friendly and intuitive software is for you. Features of Goautodial are-
- Tickets, chats, and phone
- Intuitive interface
- Reports and Analytics
- Real-time dashboard
It is extremely reliable, secure, and flexible and you can even get a 30-days free trial.
AVOXI enables companies to work anywhere at any time using their global voice and contact center solutions.
Features of AVOXI software are-
- Global voice coverage
- Software Integration
- Cloud contact software
- Unlimited IVR
- Call forwarding to any device
- Superior Call superiority
- Custom Routing
- Call monitoring
- Advanced analytics
AVOXI call center solutions vary according to the size of the business, industry, and needs. So whatever your business requires, they have it ready for you.
Elastix is a popular call center software that helps thetomers with video chat, voice chat, and live chat from anywhere. Features of Elastix are:-
- Easily installable and manageable PBX
- Smartphone Apps for your business
- Website Live Chat
- Web Conferencing
The best part of Elastix is that it is available for free for a whole year. After that, just buy it.
VICIdial is used at thousands of different companies and organizations all across the world. Features of VICIdial are:-
- Outbound agent-controlled, broadcast and predictive dialing
- Three-Way calling within the agent screen
- Call handling of inbound, blended, and outbound calls. Also, it can handle emails that are inbound and outbound.
- Scheduled Callbacks: Agent-Only and Anyone
- Agent Scripting with customer data
- External CRM Integrations
- Custom Data Field Forms with Switchable Forms
- Integrated call recording
- DIDs and IVRs, consumer’s phone accounts, and their voicemail boxes.
- Web-configurable IVRs and Voicemail boxes
- Inbound Post-Call Customer Surveys
They have agents that work from them anywhere as long as they have a network connection
7. OrekaGPL by OrecX
OrecX Basic GPL free voice recorder is popular for its call capturing and retrieving using a browser-based interface. Features of OrekaGPL are:-
- Recording of VoIP RTP sessions
- Recording using a standard sound device
- Open plugin architecture
- Automatic audio segmentation
- Parallel network devices
- Pcap trace files
- Automatic transcoding
- Voice activity detection
- Recording of metadata
Asterisk is free and open-source software that builds communication applications and it is sponsored by Sangoma company. Tools and features of Asterisk are:-
- Desktop Dialers
- Queue strategy
- Power dialers
- Robo dialer
- Predictive Dialer
- Automated attendant
- CTI or Screen Pop
- Call recording
Ekiga was launched in 2001 as a graduation thesis with the GnomeMeeting name. Most webcam drivers lagged a lot, ALSA was yet to be released and full-duplex audio was too complicated. Now Ekiga 5.0 is about to release and the whole code has been reorganized with some of its parts rewritten altogether.
Features of Ekiga are-
- Graphical User Interface
- Free audio/video calls
- Free instant messaging
- High definition sound
- Standard telephonic features
- Address Book support
- Windows and GNU/Linux
- Wide interoperability
CallHippo works as an on-demand VoIP Service Provider. It allows several startups and businesses to buy from almost 50 countries instant local support numbers. They have an easy to use interface and sturdy backend architecture that helps any business to set up their very own call center within 3 minutes. CallHippo implemented cloud computing in the call center world. Their platform allowed flexible telephonic network, wherever an internet connection was available.
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There is even more Open-source call center software than you can imagine. You need to choose the right one based on the needs of your business and budget. Do not be hasty with this decision and go over the features of all of them. Compare the features with their prices and you will find your right fit easily. You can always change it when your business grows and its needs change. Till then stick with the one which is cheaper and gets you more features. So that you always stay under a budget. Keep exploring different platforms and trying according to the needs of your business so that you know which one is perfect for you. All those platforms which are mentioned above provide great features and will help you in various different ways.
Also, they might vary according to countries too so check with the company if they provide those specific features in your country. Like in India, anyone hardly owns an answering machine so no need for its detector.