What is one of the major things businesses with loyal customers have in common?
Exceptional customer service.
That’s the simple answer. While you may have good intentions to maintain a standard of customer service, you also need a good call center solution provider that you can bank on.
Infact, a well-equipped call center can be the backbone of your customer interactions. But with so many options available, how do you choose the right call center solution provider in Nigeria?
In this comprehensive guide, we’ll discuss and compare 13 Nigerian call center solution providers, evaluating their offerings, features, and customer satisfaction.
You might be a small business or a large enterprise, but at the end of this article, you’ll know what call center solution provider suits you most and help you make an informed decision to elevate your customer service game.
Best Nigerian Call Center Solution Provider?
PressOne Africa. It’s as simple as that. This post may be a comparison with other solution providers in Nigeria, but none of these solution providers offer the standard, advanced features and quality that pressOne does, all at an affordable pricing.
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What is a Call Center Solution provider?
A call center solutions provider is a company that offers tools, technology, and services to help businesses manage and operate their customer service operations, specifically their call centers.
In simple words, they provide:
- Software and systems to handle customer calls, emails, and chats.
- Infrastructure like phones, computers, and internet connectivity.
- Staffing and training to help businesses hire and train customer service representatives.
- Consulting and support to improve customer service operations and efficiency.
Their goal is to help businesses deliver excellent customer service, reduce costs, and increase productivity.
Top 11 Call Center Solution Providers
Here are the best Nigerian call center solution providers:
- PressOne Africa
- Ameyo
- Genesys Cloud
- Five9
- Avaya Aura
- Dialpad AI Contact Center
- 3cx
- TalkDesk
- LiveAgent
- Vonage
- Nextiva
Comparing Call Center Solution Providers
Now let’s compare which of these call center solution providers would be great for you based on features and pricing
See how PressOne compares to other call center solution providers
With PressOne, never worry about exchange rate fluctuations or extra transaction fees. Pay a clear, local price in Nigerian Naira (N). You’ll always know exactly what you’re paying, at a more affordable rate.
1. PressOne Africa
PressOne Africa is built solely for African businesses to enjoy a business phone system with features that make them look more professional, connect them easily to customers and satisfy these customers better.
What features do we have in place for this?
As a call center solution provider, PressOne equips call centers with advanced features to take make their customer service stand out and excel among their competitors. Here are features you should look forward to enjoying:
Cloud-based Platform
Having a cloud-based platform for your call center offers numerous benefits. One of the primary advantages is ease of growth, allowing you to easily scale up or down to accommodate changing call volumes without the need for costly hardware upgrades.
Also, the flexibility that comes with PressOne’s cloud based system is next to none. With a cloud-based platform, your call center agents can access the system from anywhere, on any device, with an internet connection.
This enables remote workforces and ensures business continuity, even in unexpected situations. Furthermore, our cloud-based platform is designed with reliability in mind, with automatic backups to ensure uptime.
Using PressOne’s cloud based call center solution helps ensure your competitors do not have an edge over you. They are already using it to get ahead, so you don’t want them to take your customers because of exceptional customer service that you may not be able to provide because of your current solution.
Unified Communication
A unified communication feature is a significant benefit to you as a call center because it enables easy integration of various communication channels and tools into a single platform.
This allows your agents to access all customer interactions, regardless of the channel, in one place, providing a simpler view of customer conversations. With unified communication, your agents can effortlessly switch between voice and email, ensuring timely and effective responses to customer inquiries.
This all-in-one approach enhances customer experiences by reducing response times, eliminating communication issues and providing agents with complete context of customer interactions.
Infact, a unified communication enables you to monitor and manage agent performance across all channels, ensuring consistency and quality of service.
The unified platform also ensures personalized customer interactions, as your agents have access to customer history, preferences, and previous conversations. This enables them to provide effective solutions, building trust and loyalty with customers.
Caller Greeting
Greet callers with an automated, warm, professional caller greeting. Always make a good first impression and show them that your brand is one that looks big and professional.
Here’s a practical example:
“Welcome to LivingStone Bank. We hope your day is going well? How can we be of help today?”
Of course, you can set this to what message you want it to play. You could even use this for special offers, promotions or festive messages.
Advanced Call Routing
Never put a customer on hold. You don’t want them to be annoyed or frustrated with you. This is one major thing that distinguishes a brand from another- their quality of customer service.
With our interactive voice response feature, route customers to the right department, team or individual easily.
Here’s a practical example:
“Welcome to Shein Travels. For bookings, press 1, for inquiries, press 2, to speak with a customer service agent, press 3
Advanced Call Analytics & Reporting
Analyze your calls to know when exactly calls come in the most and how many calls you receive per day.
From your PressOne dashboard, you can see your daily call volume and exactly what time customers call the most. Real-time analytics provide valuable insights into call center performance, agent productivity, and customer satisfaction, enabling data-driven decision-making
This will help you with staffing since you now know when customers call the most. It will also help you gain insights on how your calls perform.
Integrations
As a top call center solution provider, PressOne has customer relationship management and Helpdesk integrations with our business phone that help you understand your customers and support them better. These integrations include: Zoho, Hubspot, Pipedrive, Telecom and many more. View all integrations here
Call Tracking
Track how your calls perform and stay in the loop of everything going on in your business. Know which of your marketing efforts brought in the most calls so you understand the effectiveness of each campaign.
Call Recording
You can set up automatic call recording so as to prevent “he said, tehy said” situations between your customers and your staff. You can playback conversations between your customers and your staff so as to ensure your staff are interacting with them well and selling your product/service as well as you want them to.
The added advantage is, you can use this for training your staff and also stay informed about everything going on in your business, in situations when you are not around. This way, you don’t need to rely on word of the mouth feedback from your staff.
Call Notes
You can listen to calls and take notes on team members’ interactions with customers and use our call notes feature to pinpoint areas where team members need training or coaching. You can also give specific feedback to team members on their strengths and weaknesses.
Your staff can also use call notes to keep customer interactions organized by storing the notes for future reference. It also helps improve customer service and recall important details for personalized support.
There are so many features to get with your PressOne business phone. Ready to get started?
2. Ameyo
Ameyo is a cloud-based call center software provider that caters to businesses of all sizes.
Here are the major features of Ameyo
Features:
Ameyo offers the following features:
- AI-Powered Chatbots: Automate customer support with chatbots that route inquiries to human agents when needed.
- Workforce Optimization: Optimize agent schedules with real-time monitoring and analytics.
- Management: Record, evaluate, and coach agents to ensure good customer experiences.
- Customer Journey Mapping: Visualize and optimize the customer journey across touchpoints and channels.
- Integration: Integrate with popular CRM, ERP, and helpdesk systems.
How is PressOne better?
Ameyo’s call center solution pricing is not publicly available, which may not be a good option if you’re looking to get an estimate on how much budget you should allocate to a call center solution without having to get a quote or call.
At PressOne, pricing is made easily accessible so you know which plans suit you best.
3. Genesys Cloud
Genesys Cloud is an AI-powered cloud contact center solution provider for customer and employee interaction
Features:
Genesys Cloud offers these features:
- Inbound: Customers can reach you easily
- Outbound: Reach customers easily
- Voice Services: Cloud telephony
- Workforce Engagement Management: Tools for your employees to work with
- IVR
- Analytics & Reporting
How is PressOne Better?
Genesys Cloud has a requires a minimum monthly contract of $2,000. Their cheapest plan is $75/user/month. PressOne won’t tie you up with a contract and you get to enjoy all advanced features at affordable pricing, and a free number of users
4. Five9
Five9 is an AI-powered call center solution provider that leverages automation to make agents work easier
Features:
Five9 offers the following features:
- Call Monitoring
- Call Statistics
- Agent scripting
- IVR
- Toll free numbers
How is PressOne Better?
Five9 has limited integration options. PressOne has all the Five9 features mentioned above and more. Besides, Five9’s pricing starts at $195/month, with limited features you have to pay more before you could access.
5. Avaya Aura
Avaya Aura is another call center solution provider that is cloud enabled and supports your communications via cloud, on premises, or in a hybrid of both
Features:
Avaya Aura has the following features:
- Data backup
- Reporting
- Call distribution
- Reporting & Analytics
- Call monitoring
How is PressOne better?
Avaya Aura has a complex setup and configuration. With PressOne, you can set up features for your call center in minutes
6. Dialpad AI Contact Center
Dialpad AI Contact Center is like a smart phone system for businesses. It uses AI to help agents handle calls better and make customers happy.
Features of DialPad:
- AI-Powered Speech Recognition
- Real-Time Agent Assist:
- Call Routing
- Call Quality Monitoring
- IVR (Interactive Voice Response)
How is PressOne better?
Dialpad charges per minute separately for inbound and outbound calls. There are no per minute charges with PressOne asides your one time monthly/quarterly/annual payment.
7. 3CX
3CX is a call center solution provider designed for enterprises- companies with 25 users and more, with yearly plans only
Features of 3CX
- Call Queues
- Call Routing
- Deskphone Support
- Call Script
- Call Analytics
How is PressOne better?
3CX’s starter plan $195/year, with a compulsory annual payment. PressOne has flexible pricing to suit your business size and need- monthly, quarterly and annually
8. TalkDesk
Talkdesk is another popular contact center software solution that offers a wide range of features to improve customer service and agent productivity.
Features:
- Cloud-based platform
- AI-powered routing
- Interactive voice response (IVR)
- Call recording and analytics
- Integration with other tools
How is PressOne better?
TalkDesk’s starter plan is $85/user/month, with limited features. Get access to advanced featured needed to get your call center up and running with PressOne’s flexible standard plan.
9. LiveAgent
LiveAgent is a helpdesk software for businesses that need to handle customer service. You can use it to call your prospects, leads, and current customers
Features of LiveAgent
- 3 email accounts
- 2 Live chat buttons
- 10 departments
- 1 Knowledge base
- 50 Event rules
How is PressOne better?
LiveAgent’s starter plan has no call center support feature. The plan that supports this is $29/agent/month. With PressOne, you get access to advanced call center features even on our standard plan at a more affordable pricing.
10. Vonage
Vonage is a call center solution provider that uses cloud communication to provide businesses with a range of voice, messaging, and video capabilities.
Features of Vonage:
- Call recording
- AI virtual assistant
- Email Management
- Analytics
- IVR
How is PressOne better?
Vonage’s starter plan for call centers lacks features such as dynamic call routing and queued callback. You have to pay more to access these features in the premium plan. With PressOne, you can access these features right from the standard plan, at affordable pricing.
11. Nextiva
Nextiva is another call center solution provider with a range of features designed to improve customer service and agent productivity
Features of Nextiva:
- Inbound and outbound
- Call Scripting
- Call Recording
- Analytics
- Process Automation
How is PressOne better?
Nextiva’s starting price is $129/agent/month. This may not be feasible for small businesses or contact centers with a numerous number of agents. With PressOne, enjoy free additional number of users right on the same plan with flexible payment
Getting Started With PressOne:
PressOne is still the most affordable call center solution provider that provides advanced features to make your call center thrive and connect feaster and eaiser with customers
Ready to get your call center set up?
