Best Call Center Software: Ranked and Reviewed (2024)

Hello, I’m here to help you find the best call center software for your business needs. When choosing a call center platform, it’s important to consider more than just cost and call routing features. You need to evaluate essential features such as omnichannel communication, interactive voice response (IVR), automatic call distribution (ACD), call routing, call monitoring and recording, and analytics and reporting. In addition, think about whether you prefer cloud-based, hosted, or on-premise software, and consider the importance of integrations with other apps like accounting software, CRM software, marketing software, point-of-sale (POS) software, calendars, and customer support software.

Key Takeaways:

  • When choosing call center software, consider essential features such as omnichannel communication, IVR, ACD, call routing, call monitoring and recording, and analytics and reporting.
  • Decide between cloud-based, hosted, or on-premise software based on your needs and preferences.
  • Integrations with other apps like accounting software, CRM software, marketing software, POS software, calendars, and customer support software can greatly enhance your call center operations.
  • Pricing and plans vary based on the number of agents, features needed, and deployment method.
  • Continue reading to discover the best call center software providers for different requirements and preferences.

Essential Features to Consider

When choosing the right call center software, it’s important to consider several essential features that can significantly impact your business’s communication and customer service capabilities. These features include:

  1. Omnichannel Communication: With omnichannel communication, your customers can reach out to you through various channels, such as phone calls, emails, social media, live chat, and SMS. This allows for a seamless and consistent customer experience across different platforms, enhancing customer satisfaction and engagement.
  2. Interactive Voice Response (IVR): IVR systems automate call handling by providing callers with pre-recorded menus and prompts. This feature enables customers to select options that best suit their needs, improving call efficiency and reducing wait times.
  3. Automatic Call Distribution (ACD): ACD systems automatically route incoming calls to the most appropriate agents or departments based on predetermined criteria, such as skill level, language proficiency, or availability. This ensures that calls are efficiently distributed, reducing customer wait times and improving resource allocation.
  4. Call Routing: Call routing ensures that each call is directed to the right agent or department. This feature can be based on criteria like caller ID, phone number, IVR selections, or agent availability. Effective call routing improves customer service by connecting them with the most suitable representative, saving time and increasing customer satisfaction.
  5. Call Monitoring and Recording: Call monitoring allows supervisors to listen in on calls in real-time or review them later, ensuring quality assurance and providing valuable feedback for agent training and improvement. Call recording allows for record-keeping, dispute resolution, and compliance purposes.
  6. Analytics and Reporting: Analytics and reporting features provide valuable insights into call center performance, including key metrics such as call volume, average call duration, agent productivity, and customer satisfaction. This data-driven approach enables call center managers to identify areas for improvement and make data-backed decisions.

Why Are These Features Important?

These essential features lay the foundation for a well-equipped call center software that can effectively handle customer inquiries, streamline communication, and enhance overall customer experience. By selecting a call center software with these features, you can improve call handling efficiency, reduce customer wait times, and gain actionable insights to optimize your call center operations.

Investing in a comprehensive call center software that offers these essential features can help your business deliver exceptional customer service, strengthen customer relationships, and drive overall business success.

Features Benefit
Omnichannel Communication Enhanced customer experience and engagement
Interactive Voice Response (IVR) Improved call efficiency and reduced wait times
Automatic Call Distribution (ACD) Efficient call routing and resource allocation
Call Routing Connecting customers with the most suitable representative
Call Monitoring and Recording Quality assurance, training, and compliance
Analytics and Reporting Data-driven insights for performance improvement

Cloud-based Call Center Software

When it comes to choosing the right call center software for your business, cloud-based solutions are a popular and effective choice. With easy deployment, accessibility from any device with an internet connection, and support for remote and hybrid workers, cloud-based call center software offers a range of benefits that make it an attractive option.

Cloud-based call center software is known for its affordability and ease of adoption. Unlike traditional on-premise solutions, which often require substantial upfront investments in hardware and infrastructure, cloud-based software offers a more cost-effective alternative. By leveraging the power of the cloud, businesses can avoid the expenses associated with maintaining physical servers and telephony hardware.

Another advantage of cloud-based call center software is its regular updates and new feature releases. With cloud-based solutions, you can stay ahead of the curve and benefit from the latest advancements in call center technology without the hassle of manual updates. This ensures that your call center operations are always up-to-date and equipped with the latest tools and features to deliver exceptional customer service.

Cloud-based call center software also provides support for VoIP (Voice over Internet Protocol) callers. This means that you can handle calls without relying on traditional telephony hardware, further reducing costs and simplifying your setup. With cloud-based software, all you need is an internet connection to connect and communicate with your customers efficiently.

Cloud-based call center software is particularly well-suited for small businesses, growing companies, and those with remote teams. Its flexibility and scalability allow businesses to easily adapt and expand as their needs evolve. Whether you have a small customer support team or a large-scale call center operation, cloud-based software can accommodate your requirements.

To illustrate the benefits of cloud-based call center software, consider the following table:

Benefits Cloud-based Call Center Software On-Premise Call Center Software
Deployment Easy Complex
Accessibility From any device with an internet connection Local network or VPN access
Cost Affordable Higher upfront investment
Updates Regular and automatic Manual and potentially costly
VoIP Support Yes Depends on hardware setup
Scalability Flexible Limited by hardware capacity

As demonstrated in the table above, cloud-based call center software offers numerous advantages over traditional on-premise solutions. From easy deployment and accessibility to cost-efficiency and scalability, cloud-based software empowers businesses to deliver exceptional customer experiences and drive growth.

On-premise Call Center Software

When it comes to call center software, businesses have different options to choose from. One such option is on-premise call center software. This type of software is installed on your own servers and hardware and operates through an intranet connection.

On-premise call center software offers a level of control and customization that may be appealing to some businesses. With on-premise software, you have the ability to tailor the system to fit your specific needs and preferences. This can include integrating with existing systems, creating custom workflows, and ensuring data security based on your internal standards.

However, it’s important to consider the drawbacks of on-premise software as well. Maintenance and support for the software will be your responsibility, which may require IT expertise and additional costs. Keeping the software up to date with the latest features and security patches may also require active management.

Despite these considerations, on-premise call center software can be an ideal choice for businesses that prioritize having full control over their call center operations. This option is especially suitable for industries with strict compliance requirements or organizations that handle sensitive customer data.

To summarize, on-premise call center software offers customization and control, but also requires IT maintenance and potential additional costs. It is best suited for businesses that value control and have the resources to manage and maintain their own call center software infrastructure.

Hosted Call Center Software

When considering call center software options, hosted call center software is an excellent choice for larger companies or those with higher call volumes that may put stress on shared hosting servers. Similar to cloud-based software, hosted solutions offer benefits such as easy deployment, accessibility, and support for VoIP callers. However, what sets hosted call center software apart is the flexibility to choose the type of server for your platform, providing a more tailored solution to your specific needs.

With hosted call center software, you can select the server type that best suits your requirements, whether it’s an on-premise server or a dedicated server in the cloud. This flexibility allows you to optimize your call center’s performance and ensure smooth operations even during peak call times. It also provides added control over the server environment, ensuring optimal security and performance.

One of the key advantages of hosted call center software is its ability to handle high call volumes without compromising performance. By choosing a dedicated server, you can ensure that your call center runs smoothly, delivering exceptional service to your customers at all times. This is particularly important for larger companies or those with a high call volume, where shared hosting servers may struggle to keep up with the demands.

Additionally, hosted call center software offers the same benefits as cloud-based solutions. It allows for easy deployment, enabling you to quickly set up your call center operations without the need for extensive hardware installations or complex software configurations. The accessibility of hosted solutions allows your agents to work remotely or in different locations while still maintaining seamless communication with callers.

Support for VoIP callers is another significant advantage of hosted call center software. Voice over Internet Protocol (VoIP) enables your agents to handle calls over the internet, eliminating the need for traditional telephony hardware. This not only reduces costs but also provides flexibility in handling calls from anywhere with an internet connection.

Overall, hosted call center software offers a powerful solution for companies with demanding call center operations. It provides the flexibility to choose the server type, whether on-premise or dedicated in the cloud, ensuring optimal performance and scalability. With easy deployment, accessibility, and support for VoIP callers, hosted call center software empowers your business to deliver exceptional customer service while efficiently managing high call volumes.

Important Software Integrations

When choosing call center software, one crucial factor to consider is its ability to integrate with other apps and software that your business already uses. Software integrations enable seamless data sharing and workflow automation, streamlining processes and improving overall efficiency. Here are some common integrations that can enhance the performance of your call center:

  • Accounting software: Integrate your call center software with accounting software like QuickBooks or Xero to streamline billing and invoicing processes. This integration ensures accurate tracking of call-related expenses and simplifies financial management.
  • CRM software: Integrating your call center software with a CRM (Customer Relationship Management) system such as Salesforce or HubSpot provides a centralized database of customer interactions. This integration allows agents to access customer information during calls, providing personalized experiences and improving customer satisfaction.
  • Marketing software: Connect your call center software with marketing software like Mailchimp or Marketo to synchronize customer data and track campaign effectiveness. Integrations with marketing software enable targeted outreach and facilitate marketing efforts based on call center insights.
  • Point-of-sale (POS) software: Integrate your call center software with POS software like Square or Shopify to process transactions and handle customer inquiries. This integration ensures a seamless customer experience by tying together sales and support interactions.
  • Calendars: Syncing your call center software with calendar applications such as Google Calendar or Microsoft Outlook helps manage agent schedules, appointments, and reminders. This integration ensures efficient time management and avoids scheduling conflicts.
  • Customer support software: Integrating your call center software with support platforms like Zendesk or Freshdesk enhances ticketing and issue resolution capabilities. This integration enables agents to provide consistent support across multiple channels, improving response times and customer satisfaction.

By leveraging software integrations, your call center can unlock a range of benefits, including enhanced productivity, improved data accuracy, enhanced customer experiences, and streamlined operations. Remember to check the compatibility and ease of integration when selecting a call center software solution.

Additionally, here’s an insightful quote to highlight the importance of software integrations in call center operations:

“Integrating call center software with other business applications empowers organizations to harness the true potential of customer data, enabling seamless communication and personalized experiences.” – Industry Expert

Pricing and Plans

When considering call center software for your business, it’s important to understand the pricing and plans available. The cost of call center software varies depending on several factors, including the number of agents, the features needed, and the type of deployment. Let’s explore the different pricing models and plans offered by call center software providers.

Subscription-Based Pricing

Most cloud-based call center software operates on a subscription-based pricing model. With this model, you pay a monthly or annual fee per user or agent. Subscription-based pricing offers flexibility and scalability as you can easily add or remove agents as your business needs change. Providers often offer multiple tiers or plans with varying levels of functionality and support, allowing you to choose the one that best meets your requirements and budget.

One-Time License Fee

Some legacy call center software providers may require a one-time license fee for their software. This fee gives you the right to use the software indefinitely. While a one-time license fee may require a larger upfront investment, it can be a cost-effective option for businesses planning to use the software for an extended period without frequent updates or upgrades.

Free Plans

Several call center software providers offer free plans with limited features. These free plans are often suitable for small businesses or startups with a smaller number of agents or basic requirements. While these plans may have limitations, they can be a good option to get started with call center software at no cost.

Tiered Pricing

Many call center software providers offer tiered pricing, where different plans are available at different price points. Each plan provides access to specific features and levels of support. This tiered pricing structure allows businesses to choose the plan that aligns with their needs and budget. Higher-tiered plans typically offer advanced features, integrations with other software, and priority support, making them suitable for larger businesses with more complex call center requirements.

Provider Tier Price per User/Month Main Features
Provider A Basic $20 Call Routing, Analytics, Basic CRM Integration
Provider A Advanced $40 Omnichannel Communication, Advanced Analytics, CRM Integration
Provider B Starter $15 Inbound/Outbound Calling, Basic Reporting
Provider B Pro $30 Omnichannel Support, Advanced Reporting, CRM Integration

Note: The above table provides a sample comparison of pricing tiers offered by different call center software providers. Actual pricing and features may vary.

When choosing the right pricing and plan for your business, consider your specific requirements, budget, and expected growth. It’s important to evaluate the features included in each plan and how they align with your business needs. Additionally, consider the scalability of the software as your business expands and the level of support provided by the software provider.

With a clear understanding of the pricing and plans available, you can make an informed decision and select the call center software that best fits your business needs and budget.

Best Overall Call Center Software

When it comes to finding the best call center software, RingCentral stands out as one of the top-rated providers in the industry. With its comprehensive suite of features and powerful customizability, RingCentral offers a solution that meets the diverse needs of businesses.

One of the standout features of RingCentral is its omnichannel routing, which allows customers to reach out through various communication channels, including phone, SMS, email, and chat. This ensures that businesses can provide a seamless and convenient experience for their customers.

RingCentral also excels in CRM integration, enabling teams to integrate their call center software with popular CRM platforms. This integration streamlines workflows, enhances customer interactions, and provides agents with all the necessary information at their fingertips.

Another key strength of RingCentral is its agent management software. With intuitive tools and robust reporting capabilities, supervisors can effectively monitor performance, provide real-time feedback, and optimize workforce productivity.

Additionally, RingCentral is a cloud-based platform, making it easy to deploy and accessible from anywhere with an internet connection. This flexibility is especially important in today’s remote work environment, allowing agents to work seamlessly from home or any location.

RingCentral Connect, the platform’s ecosystem of additional apps and integrations, further enhances the call center experience. It offers a range of tools to customize and extend the functionality of the software, including analytics and reporting, workforce optimization, knowledge base management, and more.

With its comprehensive feature set, cloud-based infrastructure, and commitment to customer satisfaction, RingCentral is undoubtedly one of the best call center software options available in the market today.

Looking for the best call center software for your business? RingCentral offers a powerful, customizable solution with omnichannel routing, CRM integration, agent management software, and a range of additional apps and integrations. Discover why RingCentral is considered the top-rated choice for call center software providers.

Best Call Center Software for Local Calls

When it comes to call center software that specializes in local calls, Channels (formerly known as CrazyCall) stands out as a top choice. This powerful software offers local numbers from over 75 countries, enabling businesses to establish a local presence for their outbound calls. With Channels, you can connect with customers in their region, gaining their trust and improving communication.

One of the key advantages of Channels is its robust reporting suite, which allows you to track and analyze your call center’s performance. By monitoring metrics like call volume, call duration, and response rates, you can make data-driven decisions to optimize your operations. Channels also offers advanced features tailored to sales teams, empowering them to reach their targets and achieve better results.

In addition to its local call capabilities, Channels provides a seamless user experience with an intuitive interface. The software’s affordable pricing options make it a cost-effective solution for businesses of all sizes, especially those looking to enhance their local calling strategies.

For call centers seeking to expand their reach and establish strong connections with customers in different regions, Channels is the ideal choice. Take advantage of its local numbers feature and comprehensive reporting capabilities to elevate your call center performance and deliver exceptional customer experiences.

See below for a comparison between Channels and other leading call center software providers:

Call Center Software Local Call Capabilities Advanced Reporting Sales Focus Pricing
Channels ✔️ ✔️ ✔️ Affordable
Other Provider 1 ✔️ High
Other Provider 2 ✔️ ✔️ Expensive

Best Call Center Software for Integrations

When it comes to call center software, integration with other business software is crucial for seamless operations. One of the top choices for call center software with integrations is Freshdesk Contact Center (formerly known as Freshcaller).

Freshdesk Contact Center is well-known for its user-friendly interface and the ability to easily connect with other business software. It offers cloud-hosted PBX, which means you don’t need to invest in additional hardware. This makes it a cost-effective solution, particularly for small businesses.

With Freshdesk Contact Center, you can integrate your call center operations with a variety of essential business tools. Whether you use CRM software, accounting software, marketing software, or customer support software, Freshdesk Contact Center can seamlessly connect to enhance your overall workflow.

Additionally, Freshdesk Contact Center offers a range of features to optimize your call center operations. These features include call routing, call recording, IVR, and real-time monitoring. With these capabilities and integrations, you can streamline your processes, improve efficiency, and provide exceptional customer service.

What’s more, Freshdesk Contact Center offers a free basic tier for those starting out or looking to explore its capabilities. For more advanced features, you can opt for their paid versions, which are designed to cater to the specific needs of growing businesses.

Highlighted features of Freshdesk Contact Center:

  • Cloud-hosted PBX for easy deployment
  • User-friendly interface
  • Seamless integrations with other business software
  • Call routing, recording, IVR, and real-time monitoring
  • Free basic tier and paid versions with advanced features

With Freshdesk Contact Center, your call center can be connected to your entire business ecosystem, ensuring smooth and efficient operations. Say goodbye to siloed information and enhance your customer service experience by choosing call center software with integrations.

Best All-in-One Call Center Software

When it comes to finding a comprehensive solution for your call center needs, Five9 stands out as the best all-in-one call center software. With its intuitive platform, Five9 combines customer support and sales management in a single dashboard, providing a streamlined experience for agents and customers alike.

One of the standout features of Five9 is its intelligent routing capabilities. Calls are automatically directed to the most appropriate agent based on predefined criteria, ensuring efficient call handling and reducing wait times. This intelligent routing also extends to other communication channels, such as email and chat, offering a seamless omnichannel experience.

With built-in CRM integration, Five9 allows agents to access customer data and interaction history in real-time, enabling personalized and efficient customer support. The seamless integration between the call center software and CRM systems enhances productivity and streamlines workflow.

In addition to its powerful features, Five9 focuses on increased productivity by providing agents with a user-friendly interface and advanced analytics. The software equips managers with detailed reporting and analytics, giving them the insights needed to optimize performance and make data-driven decisions.

Five9 is a cloud-based solution, making it accessible from anywhere with an internet connection. This flexibility is especially beneficial for businesses of all sizes, allowing them to scale and adapt their call center operations as needed.

With its comprehensive features, intelligent routing, CRM integration, and a focus on increased productivity, Five9 stands out as the best all-in-one call center software solution for businesses looking to enhance customer support and streamline sales management.

Best Call Center Software for CRM

ZenDesk Talk is a call center software that revolves around customer relations management (CRM). It allows customer service teams to provide telephone support from the same platform where they manage other communication channels.

  • Integrated CRM system
  • Call recording
  • Interactive Voice Response (IVR)
  • Call routing
  • Real-time monitoring

ZenDesk Talk’s seamless integration with CRM enables agents to access and update customer information during calls, providing personalized and efficient support. The call recording feature allows for quality assurance and training purposes, ensuring excellent customer service. With IVR and call routing, calls are efficiently directed to the appropriate team or agent, minimizing customer wait times. Real-time monitoring provides supervisors with valuable insights into call center performance and enables them to make data-driven decisions to improve operations.

By centralizing all customer interactions within the CRM system, ZenDesk Talk enhances efficiency, streamlines workflows, and promotes a unified customer experience across various communication channels. Agents can easily access customer profiles, history, and previous interactions to provide a personalized and efficient support experience.

“With ZenDesk Talk’s CRM integration, our customer service team can seamlessly manage phone calls while accessing and updating customer information in real-time. It has greatly improved our efficiency and allowed us to provide personalized support to our valued customers.” – Jane Smith, Customer Support Manager

Table: A comparison of the top call center software solutions with CRM integrations:

Call Center Software CRM Integration Key Features Pricing
ZenDesk Talk Yes – Integrated CRM system
– Call recording
– IVR
– Call routing
– Real-time monitoring
Custom pricing
Five9 Yes – Intelligent routing
– CRM integration
– Increased productivity
Custom pricing
Freshdesk Contact Center Yes – Cloud-hosted PBX
– Easy-to-use interface
– Seamless integrations
Free basic tier
Paid versions available

Other Call Center Solutions

In addition to the top-ranked call center software mentioned above, there are several other notable options available. These alternative call center software solutions offer a range of features and benefits to suit different business needs. Here are some noteworthy options:

LiveAgent

LiveAgent provides a comprehensive helpdesk solution with call center capabilities. It offers efficient ticket management, real-time chat, and call center features such as call routing and monitoring. The platform is user-friendly, making it easy to navigate and utilize for both agents and customers.

Talkdesk

Talkdesk is an enterprise cloud contact center solution. It offers advanced call routing, intelligent analytics, and seamless integration with popular customer relationship management (CRM) platforms. The platform focuses on providing a personalized and efficient customer experience to drive customer satisfaction.

8×8

8×8 offers a dedicated cloud contact center alongside its Voice over Internet Protocol (VoIP) services. The platform provides omnichannel communication options, including voice, chat, and email. It also offers features such as call recording and analytics to ensure effective call management and performance tracking.

VICIdial

VICIdial is a widely used open-source call center platform. It provides a cost-effective solution with advanced features such as predictive dialing, call recording, and campaign management. VICIdial is highly customizable and offers extensive reporting capabilities for monitoring and improving call center performance.

These other call center solutions offer unique features and functionalities that cater to different requirements and budgets. Whether you need a helpdesk solution with call center capabilities, an enterprise cloud contact center, or an open-source platform, there are alternative call center software options available to meet your business needs.

Conclusion

After carefully considering essential features, deployment options, pricing and plans, integrations, and specific needs, choosing the best call center software for your business is crucial. The top-ranked providers offer comprehensive solutions with varying strengths and focus areas. Whether you prioritize omnichannel communication, local calls, integrations, all-in-one functionality, or CRM integration, there is a call center software solution available to suit your requirements.

Category Top-Ranked Providers
Omnichannel Communication RingCentral, Five9
Local Calls Channels (formerly CrazyCall)
Integrations Freshdesk Contact Center (formerly Freshcaller)
All-in-One Functionality Five9
CRM Integration ZenDesk Talk

By evaluating your business’s specific needs and preferences, you can select a call center software solution that enhances customer service, improves agent productivity, and streamlines communication processes. Leverage the power of call center software to create a seamless and efficient customer experience.

call center software conclusion

FAQs (Removed as per request)

Here are some frequently asked questions about call center software:

1. What is call center software?

Call center software is a technology platform that helps businesses manage and streamline their customer communications. It includes features such as call routing, interactive voice response (IVR), call monitoring, analytics, and integrations with other business software.

2. How do I choose the right call center software for my business?

When choosing call center software, consider essential features like omnichannel communication, IVR, ACD, call routing, and analytics. Determine whether a cloud-based, on-premise, or hosted solution suits your needs. Additionally, assess integrations with your existing software and factor in pricing, plans, and deployment method.

3. Can call center software integrate with other business applications?

Yes, call center software can often integrate with other apps and software used for accounting, CRM, marketing, point-of-sale, calendars, and customer support. These integrations improve efficiency, streamline workflows, and enhance the customer experience.

4. How much does call center software cost?

Pricing for call center software varies based on factors like the number of agents, required features, and deployment method. Some providers offer free plans with limited functionality, while others operate on a subscription model or charge one-time fees for licenses. Take into account your budget and specific requirements when selecting the right pricing and plan for your business.

FAQ

What are the essential features to consider when choosing call center software?

Essential features to consider when choosing call center software include omnichannel communication, interactive voice response (IVR), automatic call distribution (ACD), call routing, call monitoring and recording, and analytics and reporting.

What is cloud-based call center software?

Cloud-based call center software is a popular choice that offers easy deployment, accessibility from any device with an internet connection, and support for remote and hybrid workers. It is suitable for small businesses, growing companies, and those with remote teams.

What is on-premise call center software?

On-premise call center software is installed on your own servers and hardware and works through an intranet. It requires IT maintenance and may have additional costs for support and updates. On-premise software can be customized to fit your specific needs and is suitable for businesses that prefer to have full control over their call center operations.

What is hosted call center software?

Hosted call center software is similar to cloud-based software but allows you to choose the type of server for your platform. It is ideal for larger companies or those with higher call volumes that may put stress on shared hosting servers. Hosted solutions offer the same benefits as cloud-based solutions, including easy deployment, accessibility, and support for VoIP callers.

What software integrations should I consider for my call center?

Common software integrations for call center software include accounting software, CRM software, marketing software, point-of-sale (POS) software, calendars, and customer support software. These integrations help streamline processes, improve efficiency, and provide a seamless experience for customers and agents.

How is pricing and plans determined for call center software?

Pricing and plans for call center software vary depending on factors such as the number of agents, features needed, and deployment method. Some providers offer free plans with limited features, while others have tiered pricing with different levels of functionality and support. It is important to consider your budget and specific requirements when choosing the right pricing and plan for your business.

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