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How to choose the right telecalling software for your business?

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“Are you finding it challenging to handle calls, leading to decreased productivity, missed opportunities, or potentially leaving customers dissatisfied?”

Then your business requires telecalling software!

But how do you find the right Telecalling software? If you, too, have this question, then stick till the end as we have covered everything in this article.

Before we address that, let us understand why telecalling software is required.

Why is telecalling software required?

In today’s competitive landscape, where effective communication is paramount, telecalling software has become essential for businesses to stay ahead and meet customer expectations. Telecalling software has powerful features that enable businesses to optimise their telecommunication processes.

However, businesses face the challenge of identifying the right telecalling software. If you search around, you will find many vendors providing this software.

Additionally, you would find that numerous vendors in the market offer telecalling software under various names.

Some call it Call Management Software, some call it Call Center Solution, some call it Telephony Solution & some call it Telecaller App.

Now, the question is, Are they really different? And if they are different, then what is right for you?

I am sure this question must be haunting you now that you know it. Let us decode this for you.

Decoding difference between Telecalling Software

Well, there are potentially three types of telecalling software based on the calling methods & the function that they perform, 
  1. Cloud-Based Telephony Solutions.
  2. Mobile Sim-based Calling Solution.
  3. Call Center CRM

Don’t rush decisions by selecting a solution with the most features. Instead, choose one that fits your budget and needs.

Now, let’s examine a comparison table to get a better idea of all these 3 types of solutions.

In the later section, we have showcased different scenarios and cases to help you decide on and select the right solution for your business, so stick to the end.      

Comparison Table

Purpose/FeaturesCloud TelephonyMobile Sim-Based Calling SolutionCall Center CRM
Call Logs & RecordingHappens on ServerIt happens on Mobile & then synced on Server.Happens on Server
Auto-DiallingPossiblePossiblePossible
Call Logs & RecordingSingle Virtual NumberMultiple Personal NumbersMultiple Personal Numbers
Incoming Call LogicClient calls on Virtual Number & then the Cloud Server calls the recipient Client calls directly land to Agent’s mobile no.Client calls directly land on the Agent's extension number.
Outgoing Call LogicThe Cloud Server first calls an Agent. Once the agent receives the call, then call will be dialed to the customer from cloud serverDirect from Agent’s Phone to recipient number.Click to call from CRM and Manually call from a softphone; and IP phone is possible.
IVR & Call RoutingPossibleIt is not possible but not required as a client can call directly to the Agent's number. Possible
Agent Efficiency ReportPossiblePossiblePossible
Business Efficiency ReportNot PossiblePossiblePossible
Built-in CRMNoHas Built in CRM to manage InquiriesHas Built in CRM to manage Inquiries, Tickets & more.
IntegrationPossiblePossiblePossible
Play Video about Decoding difference between calling solutions

Now, let us look at scenarios and cases.

Which Telecalling Software is Right for you?

(A) When to go for - Cloud Telephony

  1. If you want a single virtual number for Incoming and Outgoing calls, you should go for cloud telephony. 
  2. Although cloud telephony is much more suitable for inbound calling. 
  3. Also, if you compulsorily need an IVR to manage inbound calls, then Cloud Telephony is preferable. 
  4. Cloud Telephony can provide you with Agent Efficiency reports to analyse your agent’s efficiency. 
  5. However, it can’t provide you with an agent’s Effectiveness Report. Because it doesn’t have a built-in CRM.

    From a Business Perspective, an effectiveness report is more important than an efficiency Report. 

(B) When to go for a mobile sim-based Telecalling Solution

  1. You should go for a Mobile Sim-Based Telecalling Solution – if a Business Analytics Report is more important.
  2. Mobile Sim-based Telecalling Solutions are very economical—almost 1/4th the cost of Cloud Telephony.
  3. As Incoming and outgoing calls happen from the same number, it avoids all confusion for prospects/Clients.
  4. You don’t get an IVR for Call Routing with a Mobile SIM-based telecalling Solution; calls are dialled from and received on the Agent’s phone directly, so an IVR is not even needed.
  5. You can’t do Voice Broadcasting with a Mobile Sim-Based Telecaller App.

    But here is a question: How often do you answer and listen to voice broadcast calls?

(C) When to go for - Call Centre CRM

  1. If you need the best of Cloud Telephony and mobile SIM-based telecaller Solution, you should choose Call Centre CRM.
  2. If you are more interested in knowing the outcomes of calls, you must go for Call Centre CRM.
  3. Does the lead get converted to sales after the call is made?
  4. Whether the ticket was resolved after the call was made?

    You don’t get such analysis with cloud telephony.

    The same report can be obtained from Mobile Sim – based telecaller app i.e. Samvad.
  5. Call Centre CRM also comes with IVR, so you can choose Call Centre CRM if you compulsorily need IVR.
  6. Calls from Call Centre CRM are not held from a Virtual Number. This is Call Centre CRM’s advantage over Cloud TELEPHONY.
  7. Virtual Numbers have a lower call-answering rate and are more likely to get spammed. 
  8. Call Centre CRMs that are premise-based usually have higher 1st-year installation costs due to the servers and software installed at your premises. 

    However, if you consider the long-run cost, Call Centre CRM is a more affordable solution than Cloud telephony. 
Still Not Sure what is right for your business?
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Conclusion

There are many common features among these three types of Telecalling solutions, but there are a few big differences that make each solution unique.

Your search to find the right telecalling solution won’t end here. This article will help you pick the right category/type of telecalling solution for your business. The journey from here is to find the right vendor & solution provider.  Here is a quick tip for you:

You should consider a few factors while choosing the right vendor, such as user-friendliness, cost-effectiveness, data security, and client feedback. Further, take demos or trials to give your team hands-on experience with the software.
If you have chosen a mobile SIM-based Telecalling solution, Samvad is the only, most competitive, and preferred solution available in the Indian market.

Start your free trial from here: Start Trial
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Picture of Vishal Patel
Vishal Patel

With over 13 years of experience in the field of Telephony, Vishal Patel has a deep understanding of the technical and operational aspects of telephony solutions.

He is the mastermind behind Synapse Call Center CRM Solution.

8 Responses

  1. The fact that Samvad Telecaller App costs 75% less than the cloud telephony solution is only a small benefit.

    There are lots of other benefits as well.

    This article helps in selecting the right technology.

    Reply

  2. it’s very easy to use, time saving and getting a customise, quality reporting with callrecording to check deep conversation and give the right directions to team…

    Superb App
    ⭐⭐⭐⭐⭐

    Reply

  3. I have started using Samvad app and found it helpful for my client handling. Its easy and user friendly to use.

    Reply

  4. Can you add the comparision Point for call interceptiona and call forwarding feature. Rest is great.

    Reply

  5. This Content gives a very clear idea which solution to select when as per your requirement,
    Cloud based telephony or Similar on Mobile Sim telephony solutions or Call centre CRM telephony solutions,
    One Can check with Customer on their requirements, and offer as per the solution given here

    Reply

  7. As a CRM consultant, I often get asked about the best solutions for handling calls. Your comparison and insights are super helpful.

    Thanks for breaking down the different types of telecalling software!

    Reply

  8. Great article, It’s crucial for businesses to understand the distinct advantages of different telecalling solutions. The comparison and scenarios provided here are insightful. For those considering a mobile SIM-based solution, the Samvad Telecaller App stands out as an economical and effective choice, especially with its built-in CRM and user-friendly interface. I highly recommend giving it a try! 🚀

    #TelecallingSolutions #BusinessEfficiency #SamvadTelecallerApp

    Reply

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