Are you looking for the best call center software of 2023? In 2021, customer service will be more important than ever. Businesses need tools and solutions that can help them deliver an excellent customer experience – and that’s where call center software comes in.
But with so many solutions on the market, it can take time to decide which is right for you. That’s why we’ve done the hard work for you – this guide to the 13 best call center software of 2023 will help you make an informed and confident decision about which is right for your business.
We’ve compared each solution in terms of features, pricing, customer support, and more, so you can get an overview of what each offers.
What Is The Best Call Center Software (CCaaS)?
The best call center software for 2023 will depend on your business needs, but we’ve ranked the top 13 solutions to help you narrow your choices.
- Freshdesk
- Five9
- Newfies-Dialer.
- Salesforce Service Cloud
- Talkdesk
- Verizon VoIP
- Genesys PureCloud
- Zendesk Talk
- 8×8 Contact Center
- RingCentral
- Kixie
- LiveOps
- Aircall
Freshdesk
Freshdesk Contact Center (formerly Freshcaller) is a comprehensive cloud-based contact center solution that enables businesses to elevate their customer experience with minimal effort and cost. It has an intuitive interface that helps you deploy a flexible and smart contact center in just a few steps without requiring phone hardware.
Freshdesk provides the right context for personalized customer conversations no matter where your agents connect. It also features powerful multi-level IVRs, business hours, and holiday settings to help your agents manage call volumes while delivering top-notch customer service.
You can also reduce your resolution times with advanced and automated routing capabilities, allowing you to direct customers to the right experts quickly.
Price
Freshdesk Contact Center offers three subscription plans starting from $15/month.
Key Features
- AI-powered call routing
- Multi-level IVR
- Business hours and holiday settings
- Real-time analytics
- Advanced call reporting
- Self-service portal
- Live chat integration
- Mobile app
- API
- Multichannel support
- Automated voice and SMS notifications
Five9
Five9 is a comprehensive contact center and call center solution powered by artificial intelligence. The cloud-based solution provides omnichannel tools, including inbound and outbound call management, predictive dialer, progressive dialer, chat, social customer service, automatic call distribution (ACD), and more.
The software’s intelligent AI-powered routing enables organizations to personalize customer experiences, deliver real-time insights, automatic call distribution (ACD) for inbound and outbound calls, and prioritize customer interactions.
Five9 also offers proactive engagement tools such as voice broadcasts, automated notifications, and follow-up campaigns available in 30+ languages.
Price
Five9 offers five subscription plans starting from $149/month.
Key Features
- AI-driven call routing
- Predictive dialer
- Automatic call distribution
- Multichannel support
- Real-time analytics
- Advanced call reporting
- Proactive engagement
- Voice broadcasts
- Automated notifications
- Follow-up campaigns
Newfies-Dialer
Newfies-Dialer is a comprehensive call center software that offers many features to help make customer communications more efficient. It has predictive dialing, voice broadcasting, press-1 campaigns, and SMS capabilities. The software also supports inbound and outbound IVR directing calls to agents in an integrated interface.
Newfies-Dialer is perfect for companies needing call center software that can handle lead generation, appointment reminders, phone surveys, political polling, and emergency notifications.
Newfies-Dialer also supports telecom companies offering call center services. Aspects such as billing, multi-tenancy, and white-labeling are all included on larger systems for added convenience.
Price
Newfies-Dialer offers three subscription plans starting from $119/month.
Key Features
- Predictive dialing
- Voice broadcasting
- Press-1 campaigns
- SMS capabilities
- Inbound and outbound IVR
- Lead generation
- Appointment reminders
- Phone surveys
- Political polling
- Emergency notifications
Salesforce Service Cloud
Salesforce Service Cloud is a customer service and support solution that helps businesses deliver more personalized and faster customer service.
It includes AI-powered tools such as Einstein Voice Assistant, which helps agents resolve customer issues quickly and accurately.
The software also has an integrated knowledge base and real-time agent guidance so agents can always stay one step ahead of customer issues.
Price
Salesforce Service Cloud offers three plans starting from $25/month per user.
Key Features
- AI-powered tools
- Integrated knowledge base
- Real-time agent guidance
- Automated resolution suggestions
- Social media monitoring
- Multichannel support & routing
Talkdesk
Talkdesk is a cloud-based contact center platform that helps businesses build customer relationships and resolve customer issues.
It includes AI-powered call routing, multi-level IVRs, business hours and holiday settings, real-time analytics, advanced call reporting, and more.
The software also has an integrated self-service portal allowing customers to access help or services without contacting customer support representatives.
Price
Talkdesk offers three subscription plans starting from $99/month.
Key Features
- AI-powered call routing
- Multi-level IVR
- Business hours and holiday settings
- Real-time analytics
- Advanced call reporting
- Integrated self-service portal
- Multichannel support
- Automated resolution suggestions
- Voice broadcasts
Verizon VoIP
Verizon VoIP is a cloud-based communication platform designed to help businesses streamline their customer service operations and improve customer experiences with its advanced features and technologies.
It includes AI-powered call routing, automated resolution suggestions, voice broadcasts, follow-up campaigns, and automated notifications.
Verizon VoIP also has an integrated reporting dashboard that allows businesses to monitor and analyze customer interactions in real time.
Price
Verizon VoIP offers five subscription plans starting from $25/month.
Key Features
- AI-powered call routing
- Automated resolution suggestions
- Voice broadcasts
- Follow-up campaigns
- Automated notifications
- Integrated reporting dashboard
- Multichannel support
- Social media monitoring
Genesys PureCloud
Genesys PureCloud is an all-in-one cloud call center software solution that seamlessly integrates with your existing tools and processes. Its advanced features make it easy to build a powerful, tailored customer experience from the ground up.
With PureCloud, you can create workflows that automate customer service’s mundane aspects, freeing agents to focus on more important tasks. You can also leverage analytics and insights to understand customer behavior and trends better, giving you the power to respond proactively and quickly. Its intuitive interface makes it easy for agents to navigate the system and deliver an optimal customer experience.
Price
Genesys PureCloud offers four plans starting from $75/month.
Key Features
- Automated workflows
- Advanced analytics
- Intuitive interface
- Multichannel support
- AI-powered routing
- Self-service portals
- Social media monitoring
- Advanced Reporting
Zendesk Talk
Zendesk Talk is an advanced yet user-friendly call center software that puts customers and agents in full control. It is integrated with all other communication channels to bring everyone together for customer queries. With Zendesk Talk, customers can be sure that their queries will be addressed with the utmost attention and detail.
The software makes monitoring customer information easy and switching between different channels without leaving the conversation. This helps agents identify a customer’s needs and address them accordingly.
Furthermore, the versatile range of plans available allows organizations to pick the one that best suits their needs and budget.
Price
Zendesk Talk offers four subscription plans starting from $49/month.
Key Features
- AI-powered call routing
- Multichannel support
- Comprehensive customer information
- Automated notifications
- Self-service portals
- Voice broadcasts
- Advanced reporting and analytics
8×8 Contact Center
8×8 Contact Center is a comprehensive cloud-based solution designed to help businesses streamline their customer service operations. It includes AI-powered call routing, multichannel support, automated resolution suggestions, and voice broadcasts.
The software also has an integrated reporting dashboard which allows businesses to monitor and analyze customer interactions in real-time. Its intuitive interface makes it easy for agents to navigate the system and deliver an optimal customer experience.
Price
8×8 Contact Center offers four subscription plans starting from $5/month.
Key Features
- AI-powered call routing
- Automated resolution suggestions
- Voice broadcasts
- Follow-up campaigns
- Automated notifications
- Integrated reporting dashboard
- Multichannel support
- Social media monitoring
- Advanced reporting and analytics
RingCentral
RingCentral Contact Center is an advanced cloud-based call center software designed to help businesses manage customer service operations. It offers AI-powered call routing, multichannel support, automated resolution suggestions, and voice broadcasts.
The software also has a comprehensive reporting dashboard which allows businesses to monitor and analyze customer interactions in real-time. Its intuitive interface makes it easy for agents to navigate the system and deliver an optimal customer experience.
Price
RingCentral Contact Center offers four subscription plans starting from $25/month.
Key Features
- AI-powered call routing
- Automated resolution suggestions
- Voice broadcasts
- Follow-up campaigns
- Automated notifications
- Integrated reporting dashboard
- Multichannel support
- Social media monitoring
- Advanced reporting and analytics
Kixie
Kixie is a cloud-based contact center software that helps businesses manage customer service operations. It offers AI-powered call routing, multichannel support, automated resolution suggestions, and voice broadcasts.
The software also has an integrated reporting dashboard which allows businesses to monitor and analyze customer interactions in real-time. Its intuitive interface makes it easy for agents to navigate the system and deliver an optimal customer experience.
Price
Kixie offers four subscription plans starting from $35/month.
Key Features
- AI-powered call routing
- Automated resolution suggestions
- Voice broadcasts
- Follow-up campaigns
- Automated notifications
- Integrated reporting dashboard
- Multichannel support
- Social media monitoring
- Advanced reporting and analytics
LiveOps
LiveOps is a cloud-based customer service and contact center platform that provides user-friendly features such as intelligent multichannel routing, real-time reporting, and interaction recording across all channels – voice, email, web chat, social (including Twitter and Facebook), and SMS.
It also gives you a 360-degree view of the customer with its customer interaction database. The highest cloud security standards deliver all these services to ensure maximum protection for your data. Additionally, you can use its integration tools to access data from existing systems and gain insights into customer behavior to improve your overall operations. LiveOps has powerful analytics capabilities that allow you to track performance metrics such as agent efficiency, total calls handled per day, and customer satisfaction rate – this way, you can optimize your resources and increase overall productivity.
Price
LiveOps offers three subscription plans starting from $95/month.
Key Features
- AI-powered call routing
- Automated resolution suggestions
- Voice broadcasts
- Follow-up campaigns
- Automated notifications
- Integrated reporting dashboard
- Multichannel support
- Social media monitoring
- Advanced reporting and analytics
- Integrated customer interaction database
- Real-time reporting and interaction recording capabilities
Aircall
Aircall is an advanced cloud-based call center software platform that helps businesses manage customer service operations with AI-powered call routing, multichannel support, automated resolution suggestions, and voice broadcasting.
It also has an integrated reporting dashboard that allows businesses to monitor and analyze customer interactions in real time. Its intuitive interface makes it easy for agents to navigate the system and deliver an optimal customer experience.
Price
Aircall offers four subscription plans starting from $40/month.
Key Features
- AI-powered call routing
- Automated resolution suggestions
- Voice broadcasts
- Follow-up campaigns
- Automated notifications
- Integrated reporting dashboard
- Multichannel support
- Social media monitoring
- Advanced reporting and analytics
- Robust APIs for integrations
Final Thought!
When selecting the right call center software for your business, consider features such as AI-powered call routing, automated resolution suggestions, voice broadcasts, and follow-up campaigns. Additionally, make sure that the software you choose has an intuitive interface and advanced reporting and analytics capabilities to gain insights into customer interactions and optimize your operations.
FAQs
What is call center software?
Call center software, or customer relationship management (CRM) solutions, is a technology used to manage incoming and outgoing calls from call centers. This software provides interactive voice response (IVR), call recording, and more.
What are the benefits of using call center solutions?
Call center solutions can improve customer service and the overall efficiency of your call center. With these solutions, you can track incoming calls, manage outgoing calls, optimize customer support processes, record conversations for training or quality control purposes, view analytics to gain insights into performance and trends, and automate routine tasks.
How do I choose the best call center software for my business?
Choosing the best call center software for your business depends on various factors, such as budget, desired features, scalability requirements, and integration needs. It’s important to consider how much you can afford to spend and what features are most important for your call center. Additionally, consider how scalable the software is to ensure it can grow with your business and its ability to integrate with existing systems. It’s also a good idea to compare different solutions and read reviews from other users before making a final decision.
What are the features of call center software?
Features of call center software vary depending on which solution you choose but typically include IVR, call recording, analytics and reporting, customer relationship management (CRM) integration, workforce optimization (WFO), and omnichannel support. Other features such as call routing, agent scripting, automatic call distribution (ACD), call center solutions, automated outbound dialing, and virtual queuing may be available in some solutions. Review the feature lists of the different software to find one that best meets your needs.
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