5 Best Call Center Software In Saudi Arabia, 2024

Businesses in Saudi Arabia are growing at a rapid pace, with an annual growth rate of 8.98% and a projected market volume of US$41.35m by 2029. As such it has become increasingly important for organizations to offer efficient and satisfactory customer experience.

Contact center software is a tool that can help businesses offer exemplary customer services by streamlining customer communication, monitoring customer interactions and ensuring each contact is professionally managed.

In this article, we will discuss the top call center software in Saudi Arabia to help you choose the best tool for your business.

Top Call Center Software in Saudi Arabia

We are discussing in detail the features, pros, and cons of the top call center software in Saudi Arabia. Here is the list:

1.Exotel

Exotel is a leading AI-driven contact center platform for transforming customer engagement and experience. Trusted by over 7,000 clients globally, Exotel powers more than 20 billion conversations annually across various industries like BFSI, logistics, e-commerce, healthcare, and education. The platform’s omnichannel capabilities—ranging from voice to agents and bots—ensure seamless and personalized interactions, creating a unified customer experience.

The platform’s AI-powered co-pilots act as intelligent assistants that integrate effortlessly across all communication channels, such as telephony, SMS, and WhatsApp. These assistants provide real-time guidance to agents, resulting in faster conversions and improved lead nurturing. Exotel’s robust APIs for voice and messaging, combined with CRM integrations, streamline sales processes, improve traceability, and enhance overall operational efficiency.

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Key features:

• IVR system
• Automatic call distribution
• Call recording
• Omnichannel support
• Call analytics
• Speech analytics
• Self-service
• Call masking
• API integration
• CRM integration
• Multi-level IVR
• Call routing

Pros:

• Easy setup and ease of use
• Good customer support and value for money
• Perfect integration with CRM tools

Cons:

• Connection issue is seen sometimes with international calls
• Lower internet speed can lead to prolonged load times

G2 Reviews:

Price: Custom pricing is available on request

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2. Avaya

Avaya is a renowned global company offering customer experience solutions for organizations of all sizes and industries. It is a significant player in the unified communications and contact center markets. The company delivers innovative solutions and provides cloud-based communications and collaboration tools for businesses to manage customer interactions across multiple channels.

Key features:

• Automatic call distribution 
• IVR system
• Call recording
• Real-time reporting
• Multichannel support
• Call monitoring
• Agent scripting
• Voicemail integration
• CRM integration

Pros:

• User-friendly interface
• Flexible and scalable

Cons:

• Limited properties of the app and dashboard
• Users complain of stability issues

G2 Reviews:

Price: Custom pricing is available on request

3. Nextiva

Nextiva is a popular contact center software in Saudi Arabia that helps businesses offer exceptional customer service. It offers team collaboration tools like one-on-one messaging and multiple group chat rooms. The tool centralizes communication channels and provides powerful routing capabilities, automations, and enterprise-grade features. It is suitable for businesses of all sizes and features voice-only deployments and omnichannel support.

Key features:

• Automatic call distribution
• IVR system
• VoIP calling
• Call forwarding
• Call recording
• Mobile app
• Call analytics
• CRM integration

Pros:

• Reliable, secure and good customer support
• Strong integrations

Cons:

• Only higher tiers offer premium integrations
• No entry-level plans

G2 Reviews:

Price:

Digital – $20

Core – $30

Engage – $40

Power Suite – $60

4. Sprinklr

Sprinklr is a contact center software that aims to unify different teams to improve customer experience. It empowers the support team to deliver exceptional customer service on 20+ digital and traditional channels, including voice, chat, and email. The tool utilizes AI to assist teams across customer service and marketing departments. It uses a powerful analytical engine to deliver insights empowering teams to enhance both immediate response and long-term strategy.

Key features:

• Self-service
• Live-chat
• Conversational AI and bots
• Omnichannel support
• IVR
• Speech analytics
• Skill Based routing

Pros:

• Good customer service
• Great omnichannel support

Cons:

• Complex user interface
• Can be expensive

G2 Reviews:

Price:

Starts at $199

5. Genesys

Genesys is a reliable contact center software in Saudi Arabia offering a platform for customer experience management that streamlines customer interactions across multiple channels into a single interface. The tool empowers businesses to tackle common pain points such as inefficient tracking of customer interactions, insufficient data analysis, and fragmented customer service tools. Its notable features include advanced call routing, real-time decision, and customer journey analytics.

Key features:

• Automated publishing
• Engagement analytics
• Sentiment analysis
• Custom dashboards
• Omnichannel routing
• Interactive voice response 
• Automatic call distribution 

Pros:

• Easy setup and easy to use
• Good integration feature for CRM and data management

Cons:

• Some of the features show bugs
• Downloading calls for audit takes long

G2 Reviews:

Price:

Cloud CX 1 – $75

Cloud CX 2 – $115

Cloud CX 3 – $155

Key Features to Consider While Choosing the Best Call Center Software in Saudi Arabia

The first logical thing to do when choosing a call center software is to assess your business requirements and objectives. This will help you to choose a tool that is compatible with your requirements and that can handle your workload efficiently.

Other key features to consider include:

1.Intelligent Call Routing

Intelligent call routing directs customers’ inquiries to the best agents, which can reduce wait times. This can improve customer satisfaction as they are connected to the most suitable agents taking into account language and cultural preferences. 

2. Omnichannel Support

Omnichannel solutions are crucial for businesses operating in Saudi Arabia as they meet the needs of consumers across a variety of channels. These channels include email, phone, chat, and social media. Omnichannel support can improve customer satisfaction and engagement by providing seamless communication on all devices.

3. Self-Service IVR

Self-service IVR can automate the handling of customer inquiries. It empowers customers to find answers to common questions independently. This can reduce the burden on staff and improve efficiency and customer satisfaction. Agents are free for conversations requiring human interaction, while customers access menus and obtain information without assistance.

4. Call Monitoring and Quality Assurance

A call monitoring and quality control system allows managers to listen to real-time calls and analyze recorded conversations. This is a great way to identify loopholes,  train and mentor agents that can lead to an increase in productivity and performance.

5. Ease of Use and Implementation

Convenience and ease of implementation allow for faster adoption, less downtime, better performance, and increased productivity. This ensures that agents spend more time attending to customers than acquiring technical skills to operate the software.

6. Real-Time Analytics

Real-time analytics and reporting offer deep insight into customer behavior and call metrics that can improve operational efficiency. Businesses can use these insights to maximize resource allocation and service quality, increasing customer satisfaction. Metrics like call volume, average handling time, and call resolution time can be easily determined, allowing businesses to make informed decisions.

Offer Exemplary Customer Support With Exotel

Exotel is robust and reliable call center software in Saudi Arabia that helps businesses deliver unified customer experiences. It features an AI-powered communication ecosystem that brings all customer interactions onto one unified agent platform. With CRM, help desk and custom apps integration, you can eliminate fragmented conversations while keeping the context intact for better communication.

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FAQs

1. What features should I look for in call center software in Saudi Arabia?

Some of the key features to look for include the following:

• CRM integration
• Multi-language support
• Compliance with local regulations

2. What factors should I compare when choosing call center software?

Consider these factors while comparing your call center software options:

• Pricing
• Features 
• Customer reviews
• Customer support 
• CRM Integration
• Third-party integration abilities 
• Marketing Campaign Automation Capability 

3. How can I evaluate the security of call center software?

While choosing a contact center software, discuss security measures such as data encryption, compliance with industry standards (like GDPR or PCI DSS), and access control features.