Best Call Center Software: Ranked and Reviewed (2024)

When it comes to providing exceptional customer service, having the right call center software is essential. Call center software enables businesses to effectively manage customer interactions, streamline operations, and improve overall customer satisfaction. With a wide range of options available, choosing the best call center software solution can be a daunting task. That’s why I have compiled a comprehensive list of the top call center software solutions, ranked and reviewed, to help you make an informed decision.

Whether you are a small business or a large enterprise, there are several factors you need to consider when selecting call center software. From essential features like omnichannel communication and call routing to deployment options and software integrations, each aspect plays a crucial role in determining which software solution aligns best with your company’s needs.

In this article, we will explore the top call center software solutions on the market, examining their features, deployment options, pricing, and more. By the end, you will have a clear understanding of the best call center software available and which one is the right fit for your business.

Key Takeaways:

  • Choosing the right call center software is crucial for effective customer service.
  • Consider essential features like omnichannel communication and call routing.
  • Evaluate different deployment options: cloud-based, hosted, or on-premise.
  • Integrations with other software platforms can enhance functionality.
  • Review pricing and plans to find the best fit for your budget.

Essential Features to Consider

When it comes to choosing a call center software for your small business, there are several essential features that you should consider. These features can greatly enhance your call center operations and improve customer satisfaction. Let’s take a closer look at each of them:

Omnichannel Communication

One of the key features to look for in a call center platform is omnichannel communication. This allows your business to engage with customers across various channels such as phone calls, emails, live chat, and social media. By providing seamless communication options, you can ensure that your customers have a consistent and satisfactory experience, regardless of the channel they choose.

Interactive Voice Response (IVR)

IVR is a feature that automates incoming calls by providing pre-recorded voice prompts and menu options. It allows callers to navigate through different options and reach the relevant department or agent without the need for human intervention. This feature saves time for both customers and agents, improving efficiency and reducing wait times.

Automatic Call Distribution (ACD)

ACD is a call routing feature that directs incoming calls to the appropriate agents or departments based on predefined rules and criteria. It ensures that calls are distributed evenly among available agents, reducing the chances of missed calls and improving overall call handling efficiency.

Call Routing

Call routing is another important feature that allows you to define call routing rules based on criteria such as caller geographical location, language preferences, or agent availability. This ensures that customers are connected to the most suitable agent for their needs, resulting in quicker resolutions and improved customer satisfaction.

Call Monitoring and Recording

Call monitoring and recording features enable supervisors to listen in on calls for quality assurance and training purposes. It allows them to assess agent performance, identify areas for improvement, and ensure that customers are receiving the best possible service. Call recording also serves as a valuable tool for resolving disputes and addressing customer concerns.

Analytics and Reporting

Analytics and reporting capabilities provide valuable insights into your call center’s performance. This feature allows you to track and analyze key metrics such as call volume, average call duration, agent productivity, and customer satisfaction levels. By leveraging this data, you can make data-driven decisions to optimize operations, identify bottlenecks, and continuously improve your customer service.

By considering these essential features when selecting a call center software, you can ensure that your small business is equipped with a powerful platform that supports omnichannel communication, automates call handling processes, and provides valuable insights into your call center’s performance.

Deployment Options: Cloud-based, Hosted, or On-premise

When it comes to call center software, businesses have three main deployment options to choose from: cloud-based, hosted, or on-premise solutions. Each option offers distinct advantages and considerations, allowing call centers to select the most suitable deployment method based on their unique requirements.

Cloud-based Call Center Software

Cloud-based call center software, also known as software-as-a-service (SaaS), is a popular choice for many businesses today. With a cloud-based solution, the software is hosted on remote servers and accessed through the internet, eliminating the need for extensive hardware infrastructure. This offers several benefits, including:

  • Easy deployment and scalability: Cloud-based call center software can be quickly implemented and easily scaled up or down as needed.
  • Accessibility from anywhere: Agents can access the software and handle customer interactions from any device with an internet connection, allowing for remote and flexible work arrangements.
  • Automatic updates and maintenance: The provider takes care of software updates, maintenance, and security, reducing the burden on the call center’s IT department.

An example of a reputable cloud-based call center software is RingCentral, which offers a range of features and integrations to enhance customer engagement and streamline operations.

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Hosted Call Center Software

Hosted call center software, also known as dedicated hosting, provides organizations with greater control and flexibility compared to cloud-based solutions. With this option, the call center has the freedom to choose its own server infrastructure and manage the software on-premise or at a data center. Key advantages of hosted call center software include:

  • Customization and control: Call centers can tailor the software to their specific needs and have full control over hardware specifications and configurations.
  • Data security: By managing the software and data internally or with a trusted hosting provider, call centers can address specific security requirements and ensure compliance.
  • Integration capabilities: Hosting the software on-premise or in a dedicated environment allows for seamless integration with existing systems and databases.

An example of a hosted call center software provider with a strong focus on local calls and sales is channels, offering features such as local numbers from different countries and integration with CRM software.

On-premise Call Center Software

On-premise call center software requires the installation and maintenance of the software on the call center’s own servers and hardware infrastructure. This option may appeal to organizations that prioritize complete control over their technology environment. Key considerations for on-premise call center software include:

  • Control and customization: Call centers have complete control over all aspects of the software, including hardware, network, and security configurations.
  • Data control and privacy: By managing the entire infrastructure internally, call centers can have greater control over sensitive customer data and ensure compliance with industry regulations.
  • Long-term cost-effectiveness: While on-premise solutions often require a larger upfront investment, they can be more cost-effective in the long run for organizations with large call volumes or unique infrastructure requirements.

Choosing the most suitable deployment option for a call center depends on factors such as budget, infrastructure, data security requirements, and scalability needs. It’s important to carefully evaluate the pros and cons of each option to make an informed decision that aligns with the call center’s objectives.

Deployment Option Benefits Considerations
Cloud-based Easy deployment and scalability
Accessibility from anywhere
Automatic updates and maintenance
Dependent on stable internet connection
Data privacy concerns for sensitive industries
Hosted Customization and control
Data security
Integration capabilities
Higher upfront costs
Dependency on hosting provider’s infrastructure
On-premise Complete control and customization
Data control and privacy
Long-term cost-effectiveness
Higher upfront costs
Requires extensive IT expertise and resources

Important Software Integrations

Integrations with other software platforms are crucial for call center software. When choosing a call center software, it’s important to consider if it can integrate with various business tools and platforms. These integrations not only enhance the functionality of the software but also improve overall efficiency and productivity.

Here are some important software integrations to consider:

1. Accounting Software

  • Integrate with popular accounting software such as QuickBooks and Xero to streamline financial processes and ensure accurate reporting.

2. CRM Software

  • Integrate with leading CRM software platforms like Salesforce and HubSpot to have a centralized customer database and provide personalized and efficient service.

3. Marketing Software

  • Integrate with marketing software such as Mailchimp and Sendinblue to align marketing efforts with customer support and provide a seamless customer experience.

4. Point-of-Sale (POS) Software

  • Integrate with popular POS software like Shopify and Square to streamline sales processes, track customer orders, and provide real-time support to customers.

5. Calendars

  • Integrate with calendar tools like Google Calendar and Outlook to schedule and manage appointments, ensuring efficient time management for agents.

6. Customer Support Software

  • Integrate with customer support software such as Zendesk and Zoho Desk to provide a unified and comprehensive support experience for customers.

By integrating call center software with these essential tools, businesses can enhance their operations, streamline processes, and deliver exceptional customer service.

Pricing and Plans

When it comes to choosing the right call center software for your business, pricing and plans are key factors to consider. The cost of call center software can vary based on several factors, including the number of agents, the features included, and the type of deployment option. It’s important to find a solution that fits your budget and offers the functionality you need to deliver exceptional customer service.

Some call center software providers offer a free plan with limited features, allowing businesses to get started without a significant financial commitment. This can be a great option for small businesses or startups with a tight budget. However, keep in mind that free plans often have restrictions and may not offer all the advanced features you need.

For businesses with more specific requirements, many call center software providers offer tiered pricing plans. These plans typically offer different levels of functionality at different price points, allowing you to choose the plan that best suits your needs. Higher-tier plans often include advanced features such as advanced analytics, integrations with other software, and dedicated customer support.

It’s also important to consider the pricing structure and any additional costs associated with the software. Some providers charge a flat monthly fee, while others may charge per agent or per minute of usage. Additionally, on-premise solutions may require upfront costs for hardware and ongoing maintenance fees.

Cloud-based call center software solutions are often more affordable and require no additional hardware costs. They typically include updates and support in the subscription fee, making it easier to manage your budget. Cloud-based solutions also offer the flexibility to scale up or down as needed, allowing you to adjust your plan based on the growth of your business.

Key Factors to Consider when Evaluating Pricing and Plans:

  • Number of agents: Consider the number of agents who will be using the call center software. Some providers offer plans based on the number of users, so it’s important to choose a plan that accommodates your team size.
  • Features included: Review the features included in each plan and determine which ones are essential for your business. Common features to consider include call routing, IVR, call recording, analytics, and integrations with other software.
  • Deployment options: Evaluate the different deployment options available, such as cloud-based, hosted, or on-premise solutions. Each option has its own cost considerations and may require different levels of IT support.
  • Scalability: Consider the scalability of the call center software. As your business grows, you’ll want a solution that can easily accommodate additional agents and provide the necessary features to support your expanding operations.
  • Customer support: Look for a call center software provider that offers reliable customer support. Quick response and assistance can be critical when you encounter issues or have questions about the software.

By carefully evaluating pricing and plans, you can find a call center software solution that aligns with your budget and provides the necessary features to deliver exceptional customer service.

Best Overall Call Center Software: RingCentral

When it comes to call center software, there are many options available in the market. However, one standout solution that offers a comprehensive set of features and functionalities is RingCentral. As a cloud-based call center software, RingCentral provides businesses with the flexibility and scalability they need to meet their customer service requirements.

One of the key highlights of RingCentral is its omnichannel routing capability. With omnichannel communication, businesses can seamlessly connect with customers across various channels, including voice calls, emails, chats, and social media. This enables a more personalized and efficient customer experience, which can lead to increased customer satisfaction and loyalty.

Another important aspect of RingCentral is its CRM software integrations. By seamlessly integrating with popular CRM platforms such as Salesforce and HubSpot, businesses can streamline their customer data, enhance agent productivity, and gain a deeper understanding of their customers’ needs and preferences.

With RingCentral’s cloud-based architecture, businesses can enjoy the benefits of easy deployment, flexibility, and accessibility. Whether your agents are working from home, in the office, or on the go, they can access the call center software from any device with an internet connection.

Overall, RingCentral is a top choice for businesses looking for a reliable and feature-rich call center software. With its focus on omnichannel routing, CRM software integrations, and cloud-based infrastructure, RingCentral can help businesses provide exceptional customer service while improving their call center operations.

Key Takeaways:

  • RingCentral is a leading cloud-based call center software that offers omnichannel routing and CRM software integrations.
  • With RingCentral, businesses can seamlessly connect with customers across multiple channels, including voice calls, emails, chats, and social media.
  • The CRM software integrations provided by RingCentral enable businesses to streamline customer data and enhance agent productivity.
  • RingCentral’s cloud-based infrastructure allows for easy deployment, flexibility, and accessibility.
  • By choosing RingCentral, businesses can improve their customer service and call center operations.

Best for Local Calls: channels

When it comes to local calls and sales, channels (formerly known as CrazyCall) is an exceptional choice for businesses. This cloud-based call center software provides a range of features specifically designed to enhance local call center operations.

  • Local numbers from different countries: channels offers the ability to use local numbers from various countries, allowing businesses to establish a local presence and build trust with customers.
  • Good reporting suite: The software provides a comprehensive reporting suite, offering valuable insights into call center performance and enabling businesses to make data-driven decisions.
  • Strong focus on sales: With a primary emphasis on sales, channels equips businesses with the necessary tools and functionalities to drive conversions and achieve higher ROI.
  • Affordability: channels offers cost-effective pricing plans, making it an attractive option for businesses of all sizes.

Furthermore, channels seamlessly integrates with CRM software, providing businesses with a holistic view of customer interactions and enabling agents to deliver personalized experiences. The integration with CRM software allows for features such as IVR, call recording, ecommerce integration, and live chat integration. This comprehensive approach to customer engagement ensures efficient communication and fosters long-term customer relationships.

If your business heavily relies on sales calls and aims to improve conversions and increase ROI, channels is an excellent choice for your local call center needs.

Pros Cons Best for:
Local numbers from different countries May lack some advanced features Local call centers
Good reporting suite Sales-focused businesses
Strong focus on sales
Affordable pricing plans
Integration with CRM software

Best for Integrations: Freshdesk Contact Center

Freshdesk Contact Center, previously branded as Freshcaller, is a cloud-based call center software that prioritizes ease of use and seamless integration. With its cloud-hosted PBX system, Freshdesk Contact Center eliminates the need for hardware, making it an ideal choice for small businesses. It offers a range of features including call masking, routing, recording/monitoring, forwarding, and conferencing calling, empowering businesses to deliver exceptional customer service. Furthermore, Freshdesk Contact Center integrates with popular CRM software platforms, allowing for streamlined customer interactions and efficient data management.

Whether you’re a small business seeking a simple and affordable solution or a larger enterprise requiring robust CRM integration, Freshdesk Contact Center provides the functionality and flexibility you need to enhance your call center operations.

Features Benefits
Cloud-hosted PBX Eliminates the need for hardware, reducing costs and simplifying implementation.
Call masking, routing, recording/monitoring, forwarding, and conferencing calling Enables efficient call management and collaboration, improving overall productivity.
Integration with popular CRM software platforms Seamlessly syncs customer data, fostering personalized and informed interactions.
Free basic tiers Allows businesses to explore the software’s capabilities without financial commitment.

With Freshdesk Contact Center, you can optimize your call center’s performance and deliver superior customer experiences while enjoying the benefits of reliable CRM integration.

Best All-in-One Call Center Solution: Five9

When it comes to call center solutions, Five9 is a top contender. As an all-in-one call center software, Five9 offers a comprehensive set of features that streamline operations and improve productivity. With its intelligent routing capabilities and seamless CRM integration, Five9 provides a seamless experience for both agents and customers.

One of the standout features of Five9 is its intelligent routing system. This system automatically routes incoming calls to the most appropriate agent based on their skills and availability. This not only ensures that customers are connected with the right person, but also optimizes agent performance and reduces wait times.

Integration with major CRM software platforms is another key strength of Five9. By integrating with CRM systems, Five9 enables agents to access customer information and history in real-time during calls. This empowers agents to provide personalized and efficient support, resulting in higher customer satisfaction levels.

Furthermore, Five9 offers a range of other advanced features to enhance call center operations. This includes predictive AI capabilities, which can analyze data and predict caller intent to improve call outcomes. Five9 is also a cloud-based solution, providing businesses with the flexibility and scalability they need to adapt to changing customer demands.

Whether it’s for small businesses or large enterprises, Five9 offers a customizable solution to meet the unique needs of any organization. With comprehensive call center functionalities and advanced analytics, Five9 empowers businesses to optimize their operations and deliver exceptional customer experiences.

In summary, Five9 stands out as the best all-in-one call center solution in the market. Its intelligent routing, CRM integration, and focus on productivity make it an ideal choice for businesses looking to enhance their call center operations. With Five9, businesses can improve efficiency, boost customer satisfaction, and drive success in their customer service efforts.

Best for CRM: ZenDesk Talk

ZenDesk Talk is a call center software that offers a customer-focused solution by integrating with CRM software. With ZenDesk Talk, you can provide telephone support within your CRM platform, giving your agents access to customer information and history during their calls. This seamless integration enhances customer service and improves efficiency by streamlining workflows. ZenDesk Talk also supports SMS communication, allowing you to reach your customers through multiple channels.

Key features of ZenDesk Talk include:

  • Call recording: Capture and review customer interactions for quality assurance.
  • IVR (Interactive Voice Response): Use automated menus to guide callers to the right department or agent.
  • Routing: Direct calls to the most appropriate agent based on skills or availability.
  • Real-time monitoring: Track call volumes and agent performance in real time.

By combining call center functionalities with CRM capabilities, ZenDesk Talk enables you to provide personalized and efficient customer service. With access to customer data and powerful call management features, your agents can deliver a seamless and satisfying customer experience.

More Call Center Solutions

In addition to the above-mentioned call center software solutions, there are several other alternatives available in the market. These include LiveAgent, Talkdesk, and Dixa. Each of these solutions offers unique features and capabilities to support customer communication and enhance call center operations.

LiveAgent

LiveAgent is a helpdesk solution that also provides call center capabilities. It offers features such as ticketing, live chat, social media integration, and phone support. With LiveAgent, businesses can handle customer inquiries and issues efficiently across multiple channels.

Talkdesk

Talkdesk is a leading cloud-based contact center platform known for its advanced features. It offers omni-channel support, intelligent routing, real-time analytics, and integrations with popular CRM and helpdesk software. Talkdesk enables businesses to deliver exceptional customer experiences and optimize their call center operations.

Dixa

Dixa is a unified customer service platform that includes call center functionalities. It provides features such as queue management, call routing, and customer context. Dixa integrates with various communication channels and helps businesses deliver seamless and personalized customer experiences.

“LiveAgent, Talkdesk, and Dixa are alternative call center solutions that offer a range of features to support customer communication and optimize call center operations.”

Call Center Software Main Features
LiveAgent Helpdesk solution with call center capabilities, ticketing, live chat, social media integration, phone support
Talkdesk Cloud-based contact center platform, omni-channel support, intelligent routing, real-time analytics, CRM and helpdesk software integrations
Dixa Unified customer service platform, queue management, call routing, customer context, integration with various communication channels

These call center software solutions offer alternative options for businesses looking to enhance their customer support and streamline call center operations.

Call Center Solutions Image

The Best 20 Call Center Software for 2024

As businesses strive to provide excellent customer service, the need for top-notch call center software becomes essential. In this section, I will introduce you to the best 20 call center software solutions available today. These software options are highly regarded in the industry and offer a wide range of features and functionalities to meet the diverse needs of businesses.

Software Description
RingCentral A cloud-based call center software that offers omnichannel routing, CRM software integrations, and customizable features.
Avaya A comprehensive call center solution with advanced features like intelligent routing and CRM integration.
Atos A call center software that provides a unified customer experience across different channels.
Nextiva A cloud-based call center software that focuses on delivering exceptional customer service.
Incontact A feature-rich call center software with advanced analytics and reporting capabilities.
Hubspot A call center software that integrates seamlessly with Hubspot’s CRM platform for improved efficiency.
Vonage A cloud-based call center software known for its scalability and reliability.
channels A call center software that specializes in local calls and sales, offering strong CRM software integrations.
Zendesk Talk A customer-focused call center software that seamlessly integrates with Zendesk’s customer support platform.
TalkDesk A cloud-based contact center platform with advanced features for efficient call management.
Freshcaller A call center software that offers easy-to-use features and seamless CRM integration.
CloudTalk A comprehensive call center software with a focus on providing excellent customer experiences.
Bitrix24 A call center software with robust collaboration and communication tools.
BT.com A call center software that offers reliable communication solutions for businesses of all sizes.
LiveAgent A helpdesk solution with call center capabilities, offering seamless customer support.
Dixa A unified customer service platform with call center functionalities to enhance customer satisfaction.
Genesys Cloud An all-in-one call center solution with intelligent routing and comprehensive analytics.
CallShaper A call center software with advanced features for efficient call routing and tracking.
Dialpad A cloud-based call center software that focuses on boosting productivity and collaboration.
Twilio Flex A customizable call center platform that allows businesses to tailor their communication workflows.

These 20 call center software solutions have proven track records and are trusted by businesses around the world. Whether you need advanced analytics, CRM integration, or seamless omnichannel communication, you are sure to find a software that fits your requirements.

Now that you are familiar with the top 20 call center software solutions, you can make an informed decision on which software is best suited for your business needs. Consider the features, integrations, and pricing to choose the call center software that will enhance your customer service and streamline your operations.

Conclusion

After careful consideration of the essential features, deployment options, software integrations, and pricing, it is clear that call center software plays a crucial role in enhancing customer service and improving the efficiency of call center operations. By selecting the right call center software solution, businesses can optimize their customer support and achieve higher levels of customer satisfaction.

One of the key benefits of call center software is its ability to provide omnichannel communication, allowing businesses to engage with customers across various channels such as phone, email, chat, and social media. This seamless customer experience not only improves customer satisfaction but also strengthens brand loyalty.

Additionally, features such as intelligent routing and CRM integration enable businesses to streamline call handling and access customer information quickly, resulting in faster and more personalized customer service. By leveraging analytics and reporting capabilities, businesses can gain valuable insights into call center performance and make data-driven decisions to further enhance efficiency and effectiveness.

Furthermore, the right call center software solution offers flexibility in deployment options, with cloud-based solutions providing easy access and scalability, while on-premise solutions cater to businesses with specific security or infrastructure requirements. Pricing and plans vary, allowing businesses of all sizes to find a solution that fits their budget.

FAQ

What features should I consider when choosing call center software?

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

What are the deployment options for call center software?

Call center software can be deployed as cloud-based, hosted, or on-premise solutions.

What software integrations should I look for in call center software?

Important software integrations for call center software include accounting software, CRM software, marketing software, and customer support software.

How much does call center software cost?

Pricing and plans vary depending on factors such as the number of agents, the features included, and the type of deployment.

What is the best overall call center software?

The best overall call center software is RingCentral, which offers omnichannel routing, CRM software integrations, and customizable features.

What is the best call center software for local calls?

channels is the best call center software for local calls, with features such as using local numbers from different countries and a strong focus on sales.

What is the best call center software for software integrations?

Freshdesk Contact Center is the best call center software for software integrations, offering cloud-hosted PBX and integration with popular CRM software platforms.

What is the best all-in-one call center solution?

Five9 is the best all-in-one call center solution, offering intelligent routing, CRM integration, and a focus on increased productivity.

What is the best call center software for CRM integration?

ZenDesk Talk is the best call center software for CRM integration, providing a customer-focused solution and allowing telephone support within the CRM platform.

What are some alternative call center software solutions?

Alternative call center software solutions include LiveAgent, Talkdesk, and Dixa, which offer a range of features to support customer communication and efficient call center operations.

What are the top 20 call center software for 2024?

The top 20 call center software for 2024 include RingCentral, Avaya, Atos, Nextiva, Incontact, Hubspot, Vonage, channels, Zendesk Talk, TalkDesk, Freshcaller, CloudTalk, Bitrix24, BT.com, LiveAgent, Dixa, Genesys Cloud, CallShaper, Dialpad, and Twilio Flex.

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