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Comparing Call Center Software Providers

Comparing-Call-Center-Software-Providers

Comparing Call Center Software Providers

More and more businesses are beginning to see the benefits of moving their call centers to a VoIP system. This demand has led to a surge of providers in the market, leaving businesses with the task of researching and comparing call center software providers.

As a call center provider, we understand how difficult it can be to choose the best solution for your needs. We know we’re not the right fit for every business. That’s why we want to help educate you on the other available options. In this article, we’re putting our expertise to the test by comparing three call center software providers: Talkdesk, 3CLogic and Vocalcom.

Company Background

Talkdesk
Founded in 2011, Talkdesk is an all-in-one Internet-based call center software provider for a number of departments, including sales, support and marketing.

3CLogic
3CLogic opened its doors in 2005 with a focus on creating a more cost-effective call center option that’s not only easily scalable, but also can be safely integrated with your current CRM system.

Vocalcom
Vocalcom was founded in 1995. Their goal is to provide a simple, cost-effective and flexible solution for call center operations around the world.

Average Customer

Talkdesk
They consider themselves the perfect option for small to medium size businesses looking for a complete virtual call center solution. They have customers all over the world.

3CLogic
3CLogic advertises that regardless of your company’s size, industry or current application usage, they have a solution that can work for you.

Vocalcom
Vocalcom provides over 3,500 businesses around the world with reliable inbound, outbound and blended call center software.

Integration

Talkdesk
This software can be integrated with a number of popular CRMs, including Salesforce, Zendesk, Desk.com, High-rise, SugarCRM, Olark and many more.

3CLogic
This system can be integrated with a number of CRMs, Ticketing and Workforce Management programs, as well as some PBXs.

Vocalcom
Like the other call center software providers, Vocalcom can be integrated with a number of other programs, such as Salesforce.

Cost

Talkdesk
Talkdesk offers three pricing tiers. The Regular tier is $19 a month/agent, the Pro tier is $39 a month/agent, and the Enterprise tier is $99 a month/agent. Each tier comes with its own level of functionality and accessibility.

talkdesk pricing

 

3CLogic
3CLogic doesn’t list their pricing directly on their site. However, it appears that the pricing varies based on whether you select one of their inbound, blended or outbound call center solutions.

3clogic options

 

Vocalcom
Vocalcom offers four tiered pricing structures, Standard, Professional, Premium and Enterprise. Each tier comes with its own functionality and accessibility, so it’s important to explore each one specifically.

vocalcom pricing

Features

Talkdesk
As you can tell by their pricing structure, the higher tiered package you have, the more features you’ll have access to. A full comparison of the features available at each level can be found on their pricing page when you toggle the “compare plans” button. However, Talkdesk offers these standard features no matter which tiered level you’re at.

talkdesk features

3CLogic
The features offered by 3CLogic vary depending on the type of call center system you require: inbound, blended or outbound. For example, an inbound call center wouldn’t require a predictive dialer like an outbound call center would. The image below highlights some of their most popular calling features.

3clogic features

Vocalcom
As mentioned above, each tier available with Vocalcom comes with its own set of features. So depending on which tier you choose, the functionality you have access to will change. The image below shows the basic calling features available for each tier but a more in-depth comparison of the plans can be found on their pricing page under “detailed plan comparison”.

vocalcom features

Turnaround Time

Talkdesk
They advertise an extremely fast turnaround time. In fact, Talkdesk says that their basic software can be configured in just 5 minutes. However, this setup time can vary based on your individual needs. For instance, if you need to order a phone number to use with your system, this will add extra time to your configuration.

3CLogic
Although 3CLogic does not publicly advertise the amount of time needed for installation, customer reviews seem to indicate that the system is fairly easy to set up. Plus, many customers were able to configure 3CLogic without assistance from a representative. This is good news for businesses looking for a quick call center software solution.

Vocalcom
Vocalcom’s setup time isn’t specifically listed, either. Since it is a cloud-based solution, it’s safe to assume that their service can be configured to your needs quickly and easily.

Using the Software

Talkdesk
Their knowledge base is full of helpful articles on how to better use your Talkdesk system. Their YouTube page also provides a first-hand look at a number of things about the system, including quick how-tos like this one.

3CLogic
Like Talkdesk, 3CLogic has an expansive library of resources to help a user make the most out of their call center software. The resources they offer on their YouTube page offer first-hand tutorials on a variety of things about their system.

Vocalcom
Vocalcom has numerous resources on their site and YouTube page that allow you to get a first- hand-look at their software before you purchase it. For example, the video below explores the custom reports feature available on their system.

Summary

Talkdesk
Talkdesk offers a variety of features and pricing options to help make them accessible to most businesses. The accessibility provided with this software also allows it to work successfully for both inbound and outbound call centers.

3CLogic
If your business performs a variety of tasks, like a blended call center might, 3CLogic might be a good choice for you. Their call center software offers all the features that both an inbound and outbound call center would need. However, their pricing model is something you’ll need to explore before you make a final buying decision.

Vocalcom
With a variety of inbound, outbound and blended features, Vocalcom is a viable solution for most call centers. They advertise their effectiveness across a range of industries and offer many different pricing structures that can be tailored to each business’s specific needs and budget.

Conclusion

So, which call center software provider is right for you? There really is no easy answer. The most important thing to recognize when shopping for a new call center software is that your specific needs should be your guide. The following points are specific factors that you should evaluate before you begin your shopping experience:

  • the type of call center you are (inbound, outbound, blended)
  • the number of agents you have
  • which calling features are essential for your call center
  • your internet speed

By keeping these deciding factors in mind while you’re comparing call center software providers, you’ll ensure that you choose a provider that can help your call center grow and succeed.

David Wise

David Wise

Chief Executive Officer, Founder at AVOXI
David has more than 18 years of management experience in the telecommunications industry. A graduate of the Citadel, David worked as a Senior Account Executive with Intermedia Communications and later co-founded Rapid Link, a leading provider of International callback and VoIP. David then founded AVOXI in 2001with a focus on providing niche international call center markets with customized voice and data services. read more
David Wise
David Wise

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