Best Call Center Software
Best call center software companies are Knowlarity, Servetel, Wolken Care, Exotel, and CallHippo. Call center solutions helps businesses to manage customer communication through phone calls, emails, live chats, instant messages, SMS texts, and social media.
List of 20 Best Call Center Software
Category Champions | 2023
Software by RingCentral, Inc
RingCentral is the award-winning solution for communication and collaboration. It is the server-based, most flexible, customized and cost effective solution. Empower the workforces to be connected by voice, video calling, team messaging, collaboration, online conference meetings. Read RingCentral Reviews
Software by Ooma, Inc
Ooma is a simple yet powerful cloud-based business phone software. It helps you talk, text, use a security camera, use wireless setup, auto attendant calls, call forwarding, call conferencing and much more. Read Ooma Reviews
#1 CRM & support solution for growing businesses
Salesforce makes it easy for small businesses and startups build stronger client relationships with an all-in-one sales and support solution that is easy to use, setup, and maintain - Best client management software with standard cost. Read Salesforce Reviews
Category Champions | 2023
Robust Call Center Software for SMBs
CallHippo is a robust call center software solution that enables you to communicate with your customers better. This software offers best-in-class functionality, including auto dialer, call monitoring, call center management, and more. Read CallHippo Reviews
The Virtual Phone System for efficient teams
DialerHQ allows you to make calls and send messages from your second number without interacting with your personal number. For higher security, the conversation is completely private. Read DialerHQ Reviews
Emergents | 2023
AI-Driven Speech Analytics
CallHippo Coach is a Conversation Intelligence Software powered by AI & ML. Suited for B2B SMEs, mid-market companies and contact centers, CallHippo Coach allows sales teams record, transcribe and audit all the customer conversations without the need to listen to every single call. Read CallHippo Speech Analytics Reviews
CallHippo Speech Analytics's Pros and Cons
Very very expensive, nothing good about it what it looks is different from what it is don't fall in their trap, they can't be trusted i was told to even remove my review for the first time i had written about them, i took it into consideration but now can't even take it up anyone they are cheaters
Contenders | 2023
The industry's first context-aware help desk
With Zoho Desk, agents become more productive, managers become more impactful, and customers become more empowered. It's customizable, convenient to use, and doesn't cost you a fortune. Part of Zoho's 45+strong suite of business software. Read Zoho Desk Reviews
Zoho Desk's Pros and Cons
great ticketing system to track all customer tickets through mails , portal and communitycan track tasks,phone calls,meetings
Great Ticketing system software. All customers tickets can be in one poll. Customer can log there tickets through the customer portal or through the mail and get a great linked connection
need to add asset management
Need to add asset management
Contenders | 2023
Creates customized customer experiences easily
Formulated with Sunshine platform, Zendesk Talk is a powerful call center software that every business needs. You can create self-service portals for customers, set personalized IVR messages and do live chats over a single click. Read Zendesk Talk Reviews
All in one CRM
A smart CRM that provides you with contact management, marketing automation, web analytics, telephony, newsletter management, 2-way emails, real time activity alerts, third-party integrations, and much more. Read AgileCRM Reviews
AgileCRM's Pros and Cons
In my opinion, AileCRM is a powerful platform that manages all our customer records efficiently. It's really good for keeping databases organized and working seamlessly with other useful tools. What's great is how user-friendly this CRM tool is.
AgileCRM efficiently centralizes all aspects while providing adaptability, customization, and ease of use. It stands as a valuable asset for nurturing favorable customer relationships. As an expert in automation, I wholeheartedly endorse it to streamline customer interactions and minimize manual efforts.
My experience with AgileCRM is entirely positive. It provides immense help and is remarkably easy to use.
We've had an amazing experience with AgileCRM, and there haven't been any issues.
Emergents | 2023
Call center software for startups and small teams
Freshdesk Contact Center (formerly Freshcaller) is a cloud-based call center solution. You can set-up your business call center in 2 minutes. You can focus solely on scaling your business without having to worry about the complexities of managing a call center. Learn more about Freshdesk Contact Center (formerly Freshcaller)
Emergents | 2023
Flexible, Affordable, and Easy-to-Use Cloud Contac
AVOXI Genius is the first affordable cloud-based call center software platform to integrate with your contact center solution. With phone numbers in 170+ countries, easily manage your business communications from anywhere in the world. Learn more about AVOXI
Better call outcomes.Always
Voiso is a premium telecom software solution designed to streamline call center operations. In addition to customizable dashboards, agile historical reporting, and advanced call recording features, Voiso offers DID numbers from 120+ countries, only a few clicks away. Learn more about Voiso
Software by Convoso
Convoso is the cloud-based solution for the call center management. Having robust and reliable tool for the contact platform. Accelerate the sales productivity by improving conversion time and deliver instant services. Read Convoso Reviews
Convoso's Pros and Cons
Pros: The best implementation and support team I have ever worked with. They help you set up everything and are always there for you when you need help or if there are any issues. The software is incredibly powerful and customizable. Its features far exceed any other solution in the market for outbound call center software. The predictive dialer increased our contact rates and with their hyper-accurate voicemail detector, we saved a lot of time and money.
List Management, Real time Dashboard, Dynamic Scripting, Answering Machine Detection, Compliance Support
Cons: The admin interface could be improved to be more visually pleasing but the customization of the software makes up for it.
It requires a newer computer and strong internet.
Outbound dialing done right
A B2B SaaS company for outbound call centers. We provide software for industries like telecom, finance, insurance etc. Thousands of agents are using Adversus daily for improving outbound prospecting in Europe and US based companies. Read Adversus Reviews
Emergents | 2023
Increasing Sales with Cloud Telephony Software
Cloud-based solution for growing call center teams and sales representatives. CrazyCall is a Cloud Telephony for Call Centers & Sales Professionals that are accessible right within your browser, without any installation or complex billing. Learn more about CrazyCall
Contenders | 2023
HoduCC Omnichannel offers a streamlined end-to-end communication solution. Its effective use of data allows seamless experience across all channels including Voice, Video, Email, SMS, Live Chat, Integration with Facebook, Twitter, Whatsapp for Business & Instagram. Read HoduCC Contact Center Reviews
HoduCC Contact Center's Pros and Cons
Best for small business like start up and small company. They provide excellent support to us regarding setup and use of call center software. They include all feature that any call center software required. In addition they also provide CRM integration in call center software.
I would like to highly recommend HoduCC software for small to large scale businesses. Social-Media integration is the best module in HoduCC. Support team is highly professional and available 24*7. They provide chrome extension as well. Chorme extension is very useful features in HoduCC.
I dont have any bad experience in HoduCC.
I have not experienced any major issues.
Emergents | 2023
An Inbound, Outbound& Blended Call Center Platform
Aavaz Call Center software offers an affordable inbound, outbound and blended call center platform designed to be scalable. It includes a variety of functionality tailored to the individual requirements of marketing, sales and customer support departments. Learn more about Aavaz
Software by 8x8, Inc
8x8 Virtual Office is best powerful and one of the most popular Collaboration software. It has team members can be more effective at working and information and updation will be anytime. That business will be able to move faster. Learn more about 8x8 Virtual Office
A leading provider of contact center solutions
DialedIn is the complete SaaS-based Call Centre management system for small and mid-sized users. Having all the modules for outbound predictive dialing managed preview dialing and queued progressive dialing. Learn more about DialedIn
Call Center solution
MightyCall is the cloud-based Call Center management system to handles incoming calls, toll-free number, local and vanity numbers, voicemails etc. By helping, the user can receive and make a call by web browsers and mobile app too. Read MightyCall Reviews
MightyCall's Pros and Cons
MightyCall is a valuable tool for small businesses. I am pleased with its ability to be easily adapted to meet the unique requirements of our business.
Support responds very quickly and helps to solve any problems. Very easy to use and good UI. All features included.
I have no complaints about their service. Only the price could be a little cheaper
In principle, everything suits the functionality, it would be possible to improve the design of your personal account
Until 30th Sep 2023
From its introduction in the 1970s till now, the growth and evolution of call center software has been remarkable. The global call center market, which stood at USD 35.3 billion 2022, is projected to grow at a 10.8 percent compound annual growth rate to USD 93.7 billion by 2027.
If you are looking for the best call center software for your business, this blog post will help you find some insightful answers to a majority of questions on call center software. Read on to know more.
Call center software is a tool that helps call centers and customer-facing businesses manage the flow of incoming and outgoing calls. The software automates nearly all manual activities in dialing or receiving calls, thereby enhancing agents’ efficiency and productivity.
With call center software, organizations can automate the routing of inbound and outbound calls. It is a smart tool to enhance agent productivity, improve customer service management and streamline calling operations.
As the name suggests, call center software is designed to automate and streamline incoming and outgoing calls. It plays a huge role in managing customer service processes. To better understand what call center software does, let’s understand how it works.
When a customer calls your customer support number, then calling software for call centers, equipped with Interactive Voice Response (IVR) system provides a custom menu. After the caller enters a particular number provided in the menu, the software routes the call to the right agent as per their skill. This is known as skill-based routing.
As the software routes the call, it provides the agent with the available caller information so that the former can better cater to the latter’s needs. After receiving the call, the agent helps the customer by providing them with the required support or responses. If the agent can’t resolve the problem immediately, then the software can record the conversation so that the customer service department can look into the issue and resolve it as quickly as possible.
Based on the final response of the customer, the agent marks the status of the request or issue as resolved, closed, open, or needs follow-up. If the agent marks the ticket as closed, the call center software also helps the company in soliciting feedback.
In an outbound call center, the call center system uses autodialers to automate the dialing of outgoing calls. The software dials numbers from a list of numbers and connects the call to an agent only when a live person picks up the call. The software is designed to detect answering machines, busy tones, and deadlines.
After the call is connected to a live person, the software displays the caller’s information on the agent’s computer screen, which enables the agent to address the customer by his right title and name.
The innovation of call center software as well as contact center solutions, transformed the customer service and support industry for the better. From automating manual activities to enhancing agents’ productivity to enhancing customer satisfaction, the benefits of call center software are countless. Let's take a look at five of them.
As per various statistics, businesses using IP-based phone systems can reduce their phone bills by more than 60 percent. They can reduce by up to 90 percent costs on international calls.
When VoIP phone systems are helmed by reliable and high-quality call center software, the savings on operational costs are massive due to the automation of various manual tasks and the rise in agents’ productivity.
Higher agent productivity
Regardless of the size of the business, it is essential to include the most important people early in the software selection process. A large company may consist of e-commerce teams, digital teams, IT professionals, security system integrators and developers who work with the software.
A report released by HubSpot in 2022 reveals that 95 percent of customer service leaders believe that CRM platform enhances productivity.
Did you know that human errors are the weakest link in cyber security? A study conducted by IBM found that human errors are responsible for up to 95 percent of security breaches.
As sophisticated call center software automates many manual activities, the chances of human errors are considerably reduced. Equipped with sophisticated security features, reliable call center software can keep customer interaction safe.
Sophisticated call center solutions are equipped with real-time monitoring and reporting tools, which enable supervisors and managers to get an overall picture of agents’ performance as well as the status of customer complaints and resolution.
The analytics and insights will enable representatives to identify patterns and trends in customer behavior and provide proactive customer support and service.
Automation of manual tasks
In the digital era, automation is extremely critical for all businesses, including call centers. At a time when 95% of call center leaders are adopting or planning to use automation (as revealed by a new study), choosing the right call center software can help a lot.
Call center software automates many manual and repetitive tasks such as dialing phone numbers, routing and distributing calls, queuing and scheduling calls, sending text messages, calculating various KPIs and generating reports, and more.
High-quality call center software comes with many cutting-edge features. Some of the features of the best call center software are:
Multi-level IVR (Interactive Voice Response) is an automated phone system that offers several self-help features and acts as an auto-receptionist. Before a customer gets connected to a call center executive, the multi-level IVR offers several self-service options to help customers get faster and stress-free solutions or responses to their issues.
As the name suggests, autodialer is a call software feature that automatically dials phone numbers from a list of contacts and connects the call to the agent only when a live person picks up the phone. It is equipped with technology to detect busy tones, answering machines, and dead connections.
This feature records all incoming and outgoing calls and stores them as digital files to be listened to or transcripted at a later stage for training and quality purposes. It can record active and conference calls.
This feature enables managers and supervisors to listen to conversations between customers and call center executives, as well as provide live advice and suggestions to agents without letting the customers know about it.
WebRTC is a technology that allows websites and applications to send and receive voice calls, text messages, and video calls. By using this feature, you can enable real-time communication capabilities in your application.
This feature enables the call center apps and software to be integrated with CRM (Customer Relationship Management) platforms. With proper CRM integration, call center software can work seamlessly with many CRM platforms.
This feature routes all incoming calls to suitable customer service representatives as per their skills and competence. The system uses algorithms to connect customers with the right agents who have the relevant knowledge and experience to handle their queries and requests.
If you are looking for the best call center software, then you can be overwhelmed by the sheer number of options and choices available in the market. But if you’re determined to select the best call center software for your business, you need to invest some quality time to find the right software provider.
Decide the type of call center software
Before looking for call center software, you must take your goals and purpose into account. That would help you decide on the type of call center software as well as the features you need.
When it comes to the type of call center software, you’ll have to choose between inbound call center software and outbound call center software based on the type of service you aim to provide. You’ll also need to choose from on-premise, browser-based, cloud-based, and hosted call center software based on your budget.
Look for trustworthy call center software providers
When it comes to choosing the right call center solution provider, using highly focused search terms on the internet can give you the best results. You can type search terms such as “best call center software for small enterprises,” “best call center solutions,” “best call center phone systems,” or “best call center management system.”
If you are looking for call center software in a specific country, use location-specific search terms for the best results. Search terms such as “best call center software in the US,” “best call center software in the UK,” and “best call center software in Canada,” can show you the best calling software provider in any particular country.
Compare features, pricing plans and reviews
After pressing the enter key, you’ll find about ten to eleven websites on the first search engine result page. Some websites will belong to call center phone systems providers and some will belong to aggregators in which you’ll find a list of 10 to 20 call center software providers with features, pricing plans, ratings, reviews, and more.
Visiting the websites of software providers will enable you to know about the companies and their products in detail. But visiting the websites of some reputable aggregators will allow you to get a bird’s-eye view of various call center software as well as view the total number of reviews and ratings.
Shortlist and contact software providers
After comparing various call center software, it’s time to shortlist some providers and contact their teams to know more about their products and pricing plans. By contacting the software providers, you can share your goals and objectives and you can ask if they can customize their solutions to meet your needs.
Also, ask if they provide a free demo. If it’s a trustworthy and reputable company, it would agree to provide a free demo.
Get a free demo and take feedback
If the call center software provider agrees to provide a free demo, then request it and introduce the trial version of the call center management software to your team.
Ask them to use the software and take their feedback. If the software works well for you, then consider buying it.
When it comes to choosing the right call center software, one can be overwhelmed by the sheer number of options available in the market. To narrow down the choices for you, here are five best call center software:
HoduCC is the product of HoduSoft, one of the fastest-growing call center software providers globally. It has advanced features making it a top choice for call centers aiming to gain a competitive edge through better performance and productivity.
The feature-rich software can handle 250 agents in one server and more than a thousand concurrent calls. It integrates easily with Twilio and Telnyx and CRM platforms such as Salesforce, Zoho, and Zendesk.
- 250 agents in one server, 1000 plus concurrent calls
- SMS integrations with Twilio and Telnyx
- CRM integrations with Salesforce, Zoho, and Zendesk
- Real-time analytics and reports
- Wide range of sophisticated features
- Extremely affordable prices
- Reliable customization services
- 24x7 support
- Relatively new
- Some features can be enhanced
- HoduCC call center software comes with a one-month free trial period. The pricing plans are flexible for different business sizes in different countries.
Nextiva is an Arizona-based call center software provider that offers sophisticated and high-quality call center solutions for all types of businesses. Nextiva has various advanced features that make it user-friendly and innovative software for call centers. It is a good choice for businesses looking to streamline their call center operations and reduce calling costs.
- Fully-integrated ticketing helpdesk
- Provides functionalities for call groups, call routing, call recording, and call extension
- Dashboards and reporting
- Sophisticated SMS and CRM integrations
- Extremely easy to use
- Wide range of high-quality features
- Customer service
- Four different pricing plans
- No free trial
- No integration
- Nextiva has four different price plans. Essential starts at $18.95 per month per user. Professional starts at $22.95 per month per user. Enterprise starts at $32.95 per month per user. Ultimate starts at $57.95 per month per user.
Genesys call center software is available both over the cloud as well as on-premises and hybrid software. The call center software is perfect for mid-sized and large businesses. The call center software is packed with several cutting-edge features to give organizations a competitive advantage.
- Artificial intelligence and automation
- Automatic call distribution (ACD)
- Customer self-service
- Digital sales and service automation
- Easy to set up
- Advanced IVR and self-service options
- Real-time dashboard
- Customer support could be better
- Difficulty in using softphone on Linux
- Unintuitive user interface
- Genesys call center software comes with a 30-day free trial. The starter pack is priced at $75 per agent per month. The upgraded plans come with monthly prices of $110 and $150.
Freshdesk is the award-winning call center software from San Mateo-based software company Freshworks. The online cloud-based call center software comes with a wide range of features. Freshdesk has a range of innovative features that enhance organizational efficiency and make it a worthwhile investment.
- Customizable omnichannel dashboard
- Curated and custom reports
- Customer satisfaction ratings
- Cloud-based deployment
- Highly advanced features
- Affordable pricing
- Free plan for 10 agents
- Excellent UI
- Good customer support
- No SMS and social media integration
- Limited automation and hard to configure
- Suboptimal analytics and dashboard
- The basic plan has a monthly rate of $15 per user. The pro plan costs $49 per user every month. The enterprise plan starts at $79 per user per month.
Slovakia-based telecom company CloudTalk’s call center software easily interconnects departments, branches, and teams. It is one of the best software to handle both incoming and outgoing calls from one place. CloudTalk call center software comes with a wide range of features and has a navigable user interface, making it a popular choice for call centers.
- Supports a wide range of platforms such as Windows, Mac, Linux, iOS, Android, and web-based
- Contacts personalization
- Daily summary
- Smart power dialers
- Extremely intuitive
- Easy to set up
- High-quality and reliable features
- Supports a wide range of platforms
- Options to have multiple agents
- Difficulty in integrating with other apps
- Could use some modifications such as filter and recording
The starter plan has a monthly price of $15 per user. The advanced pricing plans for the Expert pack are $35 per user per month.
The prices of call center software can vary based on various factors such as the reputation and experience of the service provider, the types of call center (cloud-based, on-premise, or hosted), the country in which the business is headquartered, just to name a few.
When it comes to a range, the price of call center software can start from $50 per agent per month and go up to $1500 per agent per month.
If you are looking for the right call center software, then this post must have provided you with valuable information.
While choosing call center software, you must do your research properly and contact the service providers to know more about their features and pricing plans.
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Compare Pricing Plans of Top Call Center Software Providers
FAQs of Call Center Software
To set up a cloud-based or virtual call center software, you don’t need to install any specialized hardware or equipment. You just need to have a laptop, a headset, and a good internet connection to get started.
High-quality call center software is extremely flexible and scalable and it can be scaled up and down to accommodate your current and future team and workload.
With a sophisticated call center system, you can provide effective customer service and support. Doing so will ensure timely resolution of customer issues and queries, which in turn will enhance customer experience.
Training agents on how to use call center software will help them to understand various features and functionalities in the software. That’s why many trustworthy and reliable companies provide free demos for a certain period.