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Call center in help desk software - LiveAgent
Call Center Software

Your full-stack call center software awaits

Engage with your customers effortlessly across all channels. LiveAgent, the omnichannel cloud-based call center software is all you’ll ever need to provide reliable and personalized service to your customers.

Our VoIP (voice over internet protocol) call center phone system is equipped with advanced features such as IVR, call back requests, ACD, smart call routing, call transfers, unlimited call recording, and HD video calls — and that’s just the beginning.

What is call center software?

Call center software is a system that allows your business to deal with both incoming and outgoing calls successfully. The term call center software is often used interchangeably with contact center software.

The main difference is that the contact center software allows the business to connect multiple channels into one interface. Thus, your customers can contact you through phone, email, forum, social media, live chat, etc.

The benefits of using call center software include quality assurance, reduced call abandonment rate, improved agent efficiency, better customer experience, and increased sales.

How can you benefit from LiveAgent's robust call center software?

Personalized customer experiences

Call center software solution allows your agents to deal with all customer support calls effectively. The key features that create superior customer experiences are automatic call distribution, IVR, and internal calls.

Every business should strive to improve the customer experience (CX), as positive experiences are memorable and often result in prolonged customer loyalty and an increase sales for businesses of all sizes.

Enhanced productivity

There are two main call center capabilities that can help you enhance your agents’ productivity. One of them is IVR, and the other is skill-based routing which allows your business to immediately connect a customer to the correct agent or a department.

The IVR solution creates a better customer journey since your customers are less likely to be transferred unsuccessfully. As a result, customer service agents can solve more inquiries effectively and efficiently. 

Improved quality of customer service teams

One standard feature that is quite underused but really beneficial is the unlimited call recording feature. A lot of businesses assume it is only used as a prevention tool against legal actions. However, this is also a great way to pinpoint areas of improvement.

Real-time analytics of customer support calls allows you to recognize the strengths and weaknesses of your agent’s performance, which can help you create an ultimate plan for continuous improvement. Additionally, it can represent a form of training for new customer service agents since it is a great way to learn the company processes from examples.

Overall, all of these actions can drastically improve customer satisfaction since your business will be able to provide better support. 

Call center with unlimited history

LiveAgent’s call center software is directly integrated with every communication channel you use to communicate with your customers and prospects

Cloud-based call center software

Unparalleled
savings

LiveAgent’s web based call center is a cost-effective solution for local and international inbound and outbound calling. There are no hidden usage fees or extra charges. We continuously add new features and improve our software, so your virtual call center will always be equipped with the latest technology — free of charge.

Reliable, professional call center

LiveAgent’s call center software is reliable and scalable, which makes it the perfect call center solution for small businesses and large enterprises alike. We offer 24/7 support across multiple communication channels, 365 days a year, and in multiple languages

Simple, yet powerful call center

Set up your virtual call center and start providing professional voice support in a matter of minutes. Choose your VoIP provider from our partners’ list, set up unlimited agent devices, and start answering phone calls directly from your browser.

Start using our call center software today

Your call center setup doesn’t need to be nightmare. With LiveAgent you can get started with just a few clicks.

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Complete overview of your contact center solution

Ensure your telephone call center is being used properly and that your customers are receiving the best service possible by monitoring call statistics, usage, agent availability, and agent ratings through a unified reporting dashboard in LiveAgent’s advanced analytics features.

Identify gaps in performance by reviewing all call center metrics and improve your service performance from the actionable insights that you find.

Use our native CRM or integrate your own

LiveAgent offers a built-in CRM but also integrates seamlessly with other major CRM (customer relationship management) providers. Save, edit, and view your customer’s data in real-time to ensure the best customer experience possible. 

LiveAgent integrates with multiple customer relationship management software including SharpSpring, SalesFlare, PipeDrive, Vectera, and Highrise. Don’t see your preferred CRM on the list? Reach out to us and we’ll be more than happy to add it.

Contact Fields
Call routing feature in LiveAgent's call center software

Powerful automation for workflow management

LiveAgent’s omnichannel call center software is packed with powerful automation features that can boost your agent’s productivity. Automate task distribution (including calls using ACD), mundane and repetitive tasks, and give your contact center agents the flexibility to focus on more important tasks that improve customer satisfaction and loyalty while leading to more sales opportunities.

Easily manage your remote workforce

Nowadays, remote work is the new normal. You need to have business tools to accommodate these new conditions. LiveAgent provides a cloud call center for the best remote workforce optimization so you can automate processes, view data, and do more for each remote agent.

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Top-notch data privacy and security​

LiveAgent’s call center software is GDPR compliant, HTTPS encrypted, and successfully passed the Google OAuth API verification audit.

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Product
security

Our cloud-based contact center solution runs on a secure connection using HTTPS protocol. All communication between your browser and the cloud contact center is encrypted, including your live chats, call center calls, and email communication.

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Data center
security

LiveAgent servers are hosted at Tier III+ or IV or PCI DSS, SSAE-16, or ISO 27001 compliant facilities. Our data center facilities are in a secured perimeter with multi-level security zones, 24/7 manned security, CCTV video surveillance, multifactor identification, and more.

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Network
security

Our network is protected by redundant firewalls, best-in-class router technology, secure HTTPS transport over public networks, and network Intrusion Detection and/or Prevention technologies (IDS/IPS) which monitor and/or block malicious traffic and network attacks.

Call center software features​​

Internal calls
LiveAgent call center software supports unlimited free calls amongst all contact center agents. Empower your call center agents to help each other resolve customer queries in real-time.
Omnichannel help desk software
Our omnichannel contact center software collects customer messages from multiple communication channels, including our call center software, Facebook, Instagram, Viber, Twitter, live chat, customer portal, and email.
Click-to-call and mail-to capability
Our web based call center has the ability to call any phone number on the web. Simply click the number you’d like to call, and LiveAgent will do the rest. LiveAgent can also utilize mail-to protocols.
Call transfers
LiveAgent call center software offers attended call transfers. Attended transfers boost customer satisfaction, as they ensure that the caller is connected to another call center agent before the call is terminated.
VoIP call center phone system
LiveAgent call center software integrates with over 99% of VoIP providers. Don’t see your preferred VoIP partner on the list? Contact us and we’ll be happy to add it to our list.
Call back features
Increase customer satisfaction by empowering customers to request callbacks when your contact center agents are unavailable to pick up calls.
Outbound call center software​
Support your customers proactively by reaching out to them with our outbound call center software. Improve customer relations, optimize outbound customer interactions, and generate more sales opportunities.
Call routing to a personal device
Agents have the option to route incoming calls to a personal device, such as a mobile phone. This allows agents to keep providing customer support on the go, or on the device of their choice.
Multiple supported call devices and phone numbers
Connect unlimited call devices and phone numbers with your call center solution. LiveAgent is compatible with both hardware and virtual call devices such as softphones.
Omnichannel agent desktop
LiveAgent’s contact center offers a context-rich omnichannel agent desktop. Empower your contact center agents with seamless transitions between answering calls and finding important customer data. LiveAgent makes it easy to find all contextual information about a customer’s problem resolution journey from start to finish.
Native and third-party CRM integrations
Ensure your agents provide knowledgeable and personalized service at all times by integrating your favorite CRM with our web based call center. If you don’t have a preferred CRM software, feel free to use our native customer relationship management tool that’s accessible directly inside the ticket info/details panel.
Computer telephony integration (CTI)
Integrate your desktop computers, laptops, and hardware phones with LiveAgent call center software. Answer and make calls with ease, while providing your customers with impeccable customer support.
In-app push notifications
Enable desktop push notifications, and your contact center software will alert you with a push notification every time there’s a rining chat, call, or incoming ticket.
Call logs
Review your call logs to find data about calls that have been made, received, answered, or missed by your contact center agents in a specific period of time. Studying your call center software logs can help you improve the quality of your service by helping you identify performance gaps amongst different departments and agent groups.
Interactive voice response (IVR)
LiveAgent call center software can support complex IVR trees. Record your own IVR messages or upload pre-recorded files and place them into your LiveAgent voice response system to route callers to appropriate departments or agents.
Automatic call distribution (ACD)
Our call center app automatically routes and distributes calls according to agent priority or random assignment. Choose which setting suits you most, as well as other custom settings such as pause times in between calls.
Call recording
LiveAgent contact center software has unlimited call recording capabilities. Every phone call that’s made, received, or answered through LiveAgent is automatically recorded and stored. It can be played back at any time. Use call recording for quality assurance, training, or legal purposes.
Softphones
LiveAgent call center software is compatible with all softphone providers, including Bria, ZoiPer, and, Linphone. Turn any desktop computer, laptop, mobile phone, or tablet into a remote call center software device for customer support on the go.
Inbound call center software
There’s no need to stress or continually monitor multiple devices for incoming phone calls. Our inbound call center software is a reliable tool that will notify you in-app whenever a customer is trying to contact you on one of your connected devices or phone numbers.
Built-in knowledge base
Improve customer satisfaction and loyalty by providing your customers with 24/7 support, even when your contact center agents are offline. Offering a self-service solution such as a knowledge base filled with helpful how-to-articles, FAQs, and a community forum is a must for any modern business.
Historical reports
Use our historical reports to continuously improve your customer service. Create bar graphs, line charts, pie charts, or area graphs and segment the data by week, month, year, or a custom date range to find out how each agent, channel, team, or department is performing. See how many calls have been made, missed, answered, and how long each call took. LiveAgent offers endless reporting capabilities.
Video call software
Our web based call center software enables contact center agents to video chat with customers. Deliver more personalized support to strengthen your customer relationships and enhance your customer’s experience.

Happy customers are the best customers​

We offer concierge migration services from most popular help desk solutions.

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Stay organized with a unified agent desktop

LiveAgent call center software is easy to use, but powerful enough to impress professionals. We offer an intuitive UI with a unified agent desktop in the form of a centralized universal inbox. Every customer interaction is neatly organized in the omnichannel system and can be easily located through tags, special filters, or the search bar.

By providing your contact center agents with a holistic overview of each ticket and each customer’s problem resolution journey, your agents can ensure your customers have a  seamless, personalized customer support experience across all service channels.

Contact center that's easy to manage

LiveAgent call center software is flexible, scalable, fully customizable, and easy to manage. Whether your business is in the e-commerce, healthcare, education, automotive, or SaaS industry, our contact center’s advanced technology like IVR and ACD can streamline your support process by directing callers to the appropriate departments or agents.

Real-time-chat

All-in-one call center solution for small businesses and large organizations

Connect all your social media accounts with our contact center software to improve agent productivity and keep your customer’s data secure. LiveAgent help desk software integrates with Instagram, Twitter, Facebook, Facebook Messenger, and Viber.

LiveAgent helpdesk software boasts the fastest live chat widget on the market. Convert website visitors to customers in a matter of seconds. Reach out proactively, offer personalized and knowledgeable help, and enjoy improved customer satisfaction while generating more sales.

Streamline all customer queries into a centralized omnichannel agent desktop with our ticketing software. Assign tickets to different departments and agents, and organize each query according to tags, priority, or date received. View each customer’s problem resolution journey from start to finish, across different support channels, and in a context-rich format with our hybrid ticket stream.

Create and stylize your very own knowledge base using our WYSIWYG (What You See Is What You Get) editor. Improve customer satisfaction by providing your customers with self-help tools such as how-to-articles, FAQs, or community forums.

Ultimate omni-channel help desk software experience

Countless customization options

LiveAgent call center software was built with flexibility, scalability, and team collaboration in mind. Because every business (regardless of its size or the industry it’s in) has different needs, our contact center is fully customizable.

Our software can be scaled for operations of any size and any purpose, whether your contact center specializes in inbound customer service, outbound sales, or both. Our professional consultants or technical staff can assist you in creating the most efficient, effective software solution to fit your needs. 

Whether you’re in the healthcare industry, SaaS, automotive, or have in-house or remote teams, LiveAgent can be tailored to fit your needs.

Peter Komornik

LiveAgent combines excellent live chat, ticketing and automation that allow us to provide exceptional support to our customers.

Peter Komornik, CEO
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Advanced, affordable, easy to use, omnichannel call center software

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Top-notch security

LiveAgent contact center software is GDPR compliant, Google OAuth Verified, HTTPS encrypted, and stores customer data in Tier III+ or IV or PCI DSS, SSAE-16, or ISO 27001 compliant facilities.

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Affordable software

LiveAgent call center software is offered at a freemium pricing model. We offer free call center software as well as an advanced paid version that’s offered for an affordable price.

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Cloud-based SaaS

LiveAgent is a cloud based call center solution. Access your contact center’s powerful features with ease every single day.

Omnichannel, personalized experiences

Give your customers the option to contact you through the support channels they prefer.  Whether it’s through live chat, email, voice, video, social media, or web chat, LiveAgent is ready to deliver the seamless omnichannel customer experience that your clients expect.

Deliver highly personalized, knowledgeable, and context-rich service with our contact center solution and enjoy improved long-lasting customer relationships, higher customer satisfaction, improved customer loyalty, and more sales opportunities.

What do our customers think?

  • Roman Bosch

    Roman Bosch

    Partly

    It’s a pleasure to have a great portal that improves our customer service.

  • christine preusler

    Christine Preusler

    HostingAdvice

    LiveAgent empowers our agents to provide better, faster, and more accurate support.

  • Karl Dieterich

    Karl Dieterich

    Covomo

    LiveAgent helped us to achieve 2 important goals: increase customer satisfaction and sales.

  • Hendrik Henze

    Hendrik Henze

    HEWO Internetmarketing

    We have been using LiveAgent since August and we are really satisfied with it.

  • Razvan Sava

    Razvan Sava

    Webmaster Deals

    Since we are using LiveAgent our response time increased by 60%.

  • Taras Baca

    Taras Baca

    XperienceHR

    Our paid customer conversion rate went up 325% the first month we've set up and actively started using LiveAgent.

  • user testimonials

    Andrej Ftomin

    TAZAR Group

    I have to say, I have never experienced such a professional customer approach.

  • Matt Janaway

    Matt Janaway

    The Workplace Depot

    We find LiveAgent to be the best live chat solution by far.

  • Viviane Carter

    Viviane Carter

    CSI Products

    We use LiveAgent on all of our ecommerce websites. The tool is easy to use and improves our productivity.

  • Christian Lange

    Christian Lange

    Lucky-Bike

    With LiveAgent we’re able to give our customers support wherever they are.

  • Jens Malmqvist

    Jens Malmqvist

    Projure

    I can recommend LiveAgent to anyone interested in making their customer service better and more effective.

  • user testimonials

    Catana Alexandru

    Websignal

    I'm sure we would spend 90% of our day sorting through emails if we didn't have LiveAgent.

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    Jan Wienk

    All British Casino

    With LiveAgent we are able to keep our players happy by offering more efficient support resulting in higher return rates.

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    Allan Bjerkan

    Norske Automaten

    LiveAgent is reliable, reasonably priced, and simply a great choice for any fast-paced online business!

  • Sissy Böttcher

    Sissy Böttcher

    Study Portals

    We like it because it is easy to use and offers great functionality, such as useful reporting features.

  • Peter Koning

    Peter Koning

    TypoAssassin

    We love LiveAgent - it makes supporting our customers easy.

  • user testimonials

    Aranzazu F

    Factorchic

    We like to offer our customers the best support experience. That’s why we chose LiveAgent.

  • Rick Nuske

    Rick Nuske

    MyFutureBusiness

    From setup to ongoing support and everything else in between, the team at LiveAgent continues to impress.

  • Vojtech Kelecsenyi

    Vojtech Kelecsenyi

    123-Nakup

    LiveAgent saves us hundreds of precious minutes every day by making customer service clear and in order.

  • Rafael Kobalyan

    Rafael Kobalyan

    Betconstruct

    Unlimited agents, email, social media, and phone integration. All that for less than we were paying with our previous provider.

  • Martin Drugaj

    Martin Drugaj

    Atomer

    We’ve been using LiveAgent since 2013. We can't imagine working without it.

  • Ivan Golubović

    Ivan Golubović

    AVMarket

    It's a cost-effective solution that can help you with a large amount of support requests via different channels.

  • user testimonials

    Rustem Gimaev

    Antalya Consulting Language Center

    Answering emails from Outlook was so hard to manage. With LiveAgent we're sure every email is answered in time.

  • Randy Bryan

    Randy Bryan

    tekRESCUE

    LiveAgent is so awesome. With very little time and effort I had it up and running smoothly in a few...

  • Timothy G. Keys

    Timothy G. Keys

    Marietta Corporation

    I highly recommend the LiveAgent product, not only as a Kayako alternative but a much better solution with added value.

  • user testimonials

    Mihaela Teodorescu

    eFortuna

    The support team always responded promptly with quick to implement solutions.

  • Hilda Andrejkovičová

    Hilda Andrejkovičová

    TrustPay

    It helps us categorize the nature of the tickets and statistically track what our clients need most.

  • user testimonials

    Alexandra Danišová

    Nay

    We see LiveAgent as a great tool for communicating with customers.

  • user testimonials

    Samuel Smahel

    m:zone

    LiveAgent sped up our communication with our customers and gave us an option to chat with them as well.

  • David Chandler

    David Chandler

    Volterman

    Simply put - LiveAgent beats everything out there at this, or even higher, price-points.

You Will Be in Good Hands!

Do you know what Huawei, BMW, Yamaha and O2 have in common? You guessed right… LiveAgent!

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All support channels under one roof

LiveAgent’s call center software integrates with multiple communication channels and offers nearly 200 features.

LiveAgent streamlines multiple customer service channels into one piece of software

Call center software FAQ

What is call center software?

Call center software is a solution that helps businesses manage inbound phone calls from their customers. It can have a multitude of features such as centralized phone calls from landlines or websites, intelligent routing, auto dialer, or even call recording. A call center software should also help call center agents access important information about their customers such as order history, contact information, and previous tickets.

How does call center software work?

A call center software works by centralizing and routing calls from landlines or websites into your software. If a customer calls, the software scans its database of customers to see if it has any prior information about the caller. That information is then accessed by an agent and reviewed before picking up the call. Meanwhile, the call is queued. Once answered, the calls are recorded for training and quality purposes.

What is IVR in a call center environment?

IVR is an interactive voice response technology. IVR enables computers to interact with humans through the use of voice commands or tones from a keypad. IVR is used in a call center environment to route calls to appropriate agents or departments. IVR can also be used to retrieve account information or provide feedback. Therefore, it is a great solution for businesses.

What is the function of a call center?

The main function of a call center is to enable customers to call businesses with any questions they might have regarding products, policies, returns, functionality, troubleshooting, or feedback.

How much does call center software cost?

The price depends on the quality of the software you choose. LiveAgent is an all-in-one help desk solution that also includes a call center. The price is derived based on how many agents your company needs per month. Our All-inclusive subscription contains a full-stack call center, which is $39 a month per agent.

What are the benefits of the call center software?

Call center software benefits include improved agent efficiency, customer engagement, customer experience, and increased sales.

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