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Call Center Software Development
Gain insights and innovation from a team experienced across 100+ sectors. From healthcare to travel and hospitality, we’ve developed software that addresses unique challenges and drives success.
500+ companies rely on our top 1% tech talent.
Call Center development services we provide
Custom Call Center Software Development
Struggling with outdated call center tools that frustrate agents and slow down your call center? If so, now’s the perfect time to look into custom call center software development services. Custom software development solutions will tighten your workflows and speed up your call center’s operations.
We design software that fits your center’s unique needs, incorporating features like workflow automation, call routing, and integration with other business tools. These custom systems are built with scalability and handle high call volumes while maintaining data accuracy and security. With our expertise, businesses gain tools that make calling centers efficient and easy to manage.
CRM and ERP System Integration
Disconnected systems make it hard for agents to access the information they need. CRM and ERP integration bridges these gaps, giving agents a complete view of customer data during calls.
Our integration solutions connect your own call center with CRM and ERP platforms, syncing customer history, order details, and more. We build these systems with APIs and data mapping to keep smooth communication between tools. This approach gives call centers the insight needed to deliver faster, more accurate service.
Cloud-Based Call Center Solutions
Imagine your call center scaling effortlessly without the headache of rising infrastructure costs. A cloud-based solution can make that happen. It gives you a flexible platform that grows with your business while keeping IT expenses in check.
Our cloud-based systems are built on secure platforms and include features like virtual call routing, real-time dashboards, and data backups. Focusing on reliability and accessibility, these solutions let call centers operate from anywhere without losing efficiency.
Call Center Analytics and Reporting Tools
Call centers gain valuable insights into agent performance and customer behavior with the right analytics. Analytics and reporting tools turn raw data into actionable strategies, helping call centers optimize operations and better meet customer needs.
We create dashboards that track average handle time, call abandonment rates, and customer satisfaction scores. These tools incorporate predictive analytics to identify trends and improve decision-making. Businesses can continually refine their call center operations by focusing on what matters most.
Omnichannel Communication Platforms
Your customers are the heart of your business, and they want to reach you through phone, chat, email, or social media. Trying to manage all those channels without the right tools is total chaos. An omnichannel platform brings everything together, letting your agents handle every interaction from one simple interface.
Our platforms integrate voice, text, and digital communication channels into one dashboard. With intelligent routing and AI-powered assistance, agents can handle interactions efficiently across any channel. These solutions provide a consistent experience no matter how customers reach out.
AI-Powered Chatbots and Virtual Assistants
High call volumes don’t have to overwhelm your call center. AI-powered chatbots and virtual assistants easily handle routine questions, freeing up your agents to focus on more complex issues. In the end, you’ll see greater efficiency and happier customers.
We design chatbots that answer FAQs, schedule appointments, and route calls to the right agents. Powered by natural language processing and machine learning, these tools provide accurate, human-like responses. By automating repetitive tasks, businesses can boost productivity while maintaining a high level of service.
Types of custom Call Center software we can help with
Omnichannel Communication Systems
Handle customer interactions across multiple channels with ease. These systems integrate voice, email, chat, and social media into a single platform. They help agents respond quickly and consistently while improving customer satisfaction.
AI-Powered Call Routing Software
Simplify how calls are routed to the right agents. AI-powered call routing systems match customer inquiries with the most appropriate agent based on skills and availability, reducing wait times and improving issue resolution.
Custom Analytics Dashboards
Get better insights into your call center’s performance. Analytics dashboards track metrics like call volume, agent productivity, and customer satisfaction, giving managers the data they need to optimize operations and improve outcomes.
Workforce Management Solutions
Organize schedules, forecast call volumes, and monitor team performance. Workforce management software simplifies agent scheduling, allowing for better peak-hour coverage and creating a more efficient workflow.
Interactive Voice Response (IVR) Systems
Enhance customer self-service with IVR systems that guide callers through automated menus to resolve common issues or connect them to the right department. These systems streamline call flows, reduce agent workload, and improve customer satisfaction by providing faster resolutions.
Custom CRM Integrations
Seamlessly connect your call center software with customer relationship management (CRM) systems. Custom integrations give agents instant access to customer histories, preferences, and past interactions, enabling more personalized support and improving overall service quality.
Other Applications
A custom call center software solution also includes solutions for compliance tracking, customer feedback tools, and data integration systems. These applications simplify operations, help businesses stay organized, and create better customer and agent experiences.
Case study
Rolls Royce turned to BairesDev to develop an efficient, user-friendly mobile app. A two-week discovery process with the Rolls Royce product owner identified a comprehensive list of functionalities, data streams, and displays required to meet their clients’ expectations for a mobile SDS. Read the entire Rolls Royce case study.
Benefits of building bespoke solutions
1. Efficiency and Productivity
Custom solutions address your specific workflows, reducing repetitive tasks and automating complex processes. In call centers, this means faster call routing, better agent tools, and smoother communication. The improved workflows save time and allow your team to focus on delivering quality service.
2. Longevity and Adaptability
Off-the-shelf software often requires frequent upgrades or replacement. Bespoke solutions are built to grow your business, adapting to size, processes, and technology changes. This flexibility keeps your investment valuable and effective over time.
3. Exclusive Features
Bespoke solutions include features you won’t find in generic software. For example, a call center can integrate unique analytics dashboards, custom AI capabilities, or specific compliance tools to meet its exact needs, giving it a competitive advantage.
4. Enhanced Data Insights
Custom software offers advanced analytics and reporting tools designed around your goals. In call centers, this could include tracking specific customer behaviors, agent productivity, or service bottlenecks. These insights lead to smarter decisions and better long-term strategies.
5. Alignment with Business Goals
Every business has unique objectives, and bespoke software helps meet them more effectively. In the call center industry, this might involve tools to boost customer satisfaction, improve employee performance, or support long-term growth strategies in ways that generic software cannot.
Which institutions benefit from custom Call Center software?
Custom call center software is essential for industries with high customer interaction, complex processes, or strict regulations. These solutions address unique challenges like managing sensitive information, coordinating large teams, and delivering exceptional service. From healthcare to retail, organizations gain efficient, secure, and customer-focused communication systems that support their goals. Here’s a closer look at 10 institutions that benefit from custom call center software development:
1. Healthcare Providers
Hospitals and clinics need to manage patient calls about appointments, test results, and emergencies. Bespoke systems help organize workflows and maintain compliance with privacy regulations, improving patient communication.
2. E-commerce Platforms
Online retailers face challenges managing order queries, returns, and product issues. Call center software with integrated order tracking simplifies agent tasks and improves customer experiences.
3. Financial Institutions
Banks and financial firms deal with account inquiries, fraud alerts, and sensitive data. Secure systems with encryption and authentication tools help protect customer information and streamline operations.
4. Travel and Hospitality
Airlines and hotels handle bookings, cancellations, and itinerary changes daily. These systems provide agents instant access to customer details, reducing delays and improving service quality.
5. Utilities and Energy Companies
Utility providers often manage billing issues, outages, and service requests. Call center software automates common inquiries, helping agents focus on more complex customer needs.
6. Government Agencies
Public agencies process large volumes of inquiries about services and programs. Organized workflows and efficient tools reduce wait times and improve overall communication.
7. Retail Chains
Large retailers handle questions about store policies, inventory, and promotions. Integrated systems help agents provide fast, accurate responses by connecting with inventory databases.
8. Telecommunications Providers
Telecom companies often troubleshoot technical issues and manage account updates. With diagnostic tools integrated directly into the platform, agents resolve problems faster.
9. Educational Institutions
Schools and universities handle admissions inquiries, student support, and financial aid questions. Systems that track inquiries and provide status updates improve communication with students and parents.
10. Nonprofits
Nonprofit organizations rely on call centers for donor relations and volunteer management. Tools designed to track contributions and coordinate volunteers support their mission-driven initiatives.
Why Choose BairesDev for Call Center Development
Robust Security Measures
Protecting sensitive customer and business data is critical in call center operations. Our custom software solutions include encryption, secure access controls, and compliance with industry regulations to keep your information safe. With security built into every layer, you can confidently handle sensitive interactions.
Top 1% of Tech Talent
Work with a team of elite developers and engineers who excel at building efficient and reliable call center solutions. Their expertise spans advanced technologies like AI, analytics, and integrations, delivering software that solves real-world challenges and drives results.
Flexible Engagement Models
Every business has unique needs, and we adapt to them. Whether you’re looking for a dedicated team, short-term support, or a long-term development partner, our engagement models are designed to fit your project requirements and goals.
Our 4,000+ software engineers are experts in 100+ technologies. We build custom Call Center solutions in your preferred tech stack.
Our full repertoireOur process. Simple, seamless, streamlined.
We'll discuss your business goals, budget, and timeline. During this initial call, we'll determine if you need end-to-end software outsourcing or one of our other engagement models.
We'll craft a plan outlining our approach, based on your requirements and the chosen engagement model. We'll also assemble a team of specialists who possess the necessary technical expertise.
Our software engineers will get to work. Throughout the software development process, we will track metrics and keep you informed about our progress to ensure you stay up to date.
Frequently Asked Questions
What is call center software, and how does it help contact centers?
Call center software is a center solution designed to manage incoming calls, customer interactions, and team workflows. Contact centers rely on these tools to improve operations by organizing customer information, assigning calls efficiently, and tracking metrics like average call duration. Features like automatic call distribution and call routing make it an essential tool for effective center operations.
How does cloud-based call center software improve center operations?
Cloud-based call center software offers flexibility and scalability compared to a traditional solution. It eliminates the need for only hardware, allowing contact centers to handle phone calls over the Internet. Features like integration with third-party apps and support for private branch exchange systems help improve center software functionality while more effectively meeting customer expectations.
Can call center software connect with customer management systems?
Yes, contact center software integrates with customer systems to provide a complete view of interactions. This allows call center teams to access customer records instantly, assign the most appropriate agent, and track key data. These connections improve team productivity and lead to better customer experiences.
What center software features should businesses look for in a solution?
Key features of a robust center software solution include automatic call distribution, call routing, and tools for tracking metrics like average call duration. Integration with third-party apps and support for cloud-based operations enhance flexibility. These features help contact centers manage incoming calls and deliver services that meet high customer expectations.
How does call center software improve team productivity and customer satisfaction?
Call center software simplifies workflows by organizing incoming calls, automating tasks like call routing, and providing actionable insights through reporting tools. Contact centers can better meet customer needs while increasing team productivity by improving how phone systems operate and offering tools to analyze team performance.
How does AI enhance cloud-based call center software?
AI enhances cloud-based call center software by automating key processes like call routing, customer sentiment analysis, and predictive analytics. AI is shaping software development by enabling tools that match customers with the most suitable agents, analyze interactions in real-time to provide actionable insights and automate routine inquiries with chatbots. This improves efficiency, reduces response times, and enhances overall customer satisfaction while enabling call centers to operate at scale.
How does automatic call distribution benefit contact centers?
Automatic call distribution helps contact centers manage incoming calls by routing them to the most appropriate agent based on skills, availability, or customer priority. This reduces wait times, improves call resolution rates, and better matches customer needs and agent expertise, leading to improved service quality.
What role does call routing play in improving center operations?
Call routing directs incoming calls to the right agent or department, reducing delays and improving efficiency. Using advanced algorithms and customer data, this feature helps contact centers match customer needs with the best available resources, creating a smoother experience for customers and call center teams.
Beyond Call Center: 100+ industries covered.
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