Best Call Center Software
Best call center software providers in India are CallHippo, Freshcaller, Knowlarity, Zendesk Talk, and SquadStack. Such call center solutions help to streamline customer interactions, improve efficiency, and enhance service quality.
What is Call Center Software?
Call center software is a tool that enables businesses to manage and streamline inbound and outbound communications. It enhances productivity, improves customer service management, and streamlines calling operations.



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Most Popular Call Center Software
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List of 20 Best Call Center Software
Category Champions | 2025
The Virtual Phone System for Super Efficient Teams
Product Description
CallHippo is recognized as the ultimate VoIP-based virtual phone system, designed to effortlessly elevate your business productivity and enhance sales engagement to unprecedented levels. Read More About CallHippo
CallHippo Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- On Hold Music
- Call Scripting
- Custom Caller Id
- Call Whispering
- Power Dialer
- Call Queuing
- Call Transfer
- Call Barging
- View all Features
CallHippo Features and Usability-Based User Satisfaction Score
Emergents | 2025
Product Description
VoiceSpin is a customer engagement platform that enhances business communication with advanced VoIP and call center solutions. It provides tools for seamless inbound and outbound calling, CRM integrations, and AI-driven features like speech analytics and automated workflows. Read More About VoiceSpin
VoiceSpin Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Outbound Dialing
- Customizable Reporting
- Call Conferencing
- Call Transfer
- Skill Based Routing
- Call Whispering
- Multi Channel Support
- Call Recording
- View all Features
VoiceSpin Features and Usability-Based User Satisfaction Score
Category Champions | 2025
Call center software for sales and support teams
Product Description
CloudTalk is a call center solution used by more than 2,500 companies. The software is known for its superior call quality. It also comes with effective sales and customer support tools for better profitability. Read More About CloudTalk
CloudTalk Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Real Time Dashboard
- Number Porting
- Voicemail
- Call Transfer
- Automatic Call Distribution (acd)
- Call Queuing
- International Numbers
- Call Routing
- View all Features
CloudTalk Features and Usability-Based User Satisfaction Score

Emergents | 2025
Product Description
JustCall is a customer communication platform powered by AI. It enables instant connections with customers through Voice, SMS, and WhatsApp. With JustCall, you can streamline workflows and provide coaching to your teams, all through a unified interface. Read More About JustCall
JustCall Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Live Call Dashboard
- Call Routing
- Click To Call
- Ivr System
- Call Disposition
- Call Notes
- Call Analytics
- Call Tags
- View all Features
JustCall Features and Usability-Based User Satisfaction Score
Category Champions | 2025
AI Powered Cloud Phone Sytem For Modern Businesses
Product Description
KrispCall is an AI-powered phone app for modern businesses that integrates with CRM to enhance global operations. With Power Dialer, Call Coaching,& Bulk SMS, it streamlines workflows and drives growth. Get 100+ countries' numbers and reach your clients abroad easily! Read More About KrispCall
KrispCall Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Call Routing
- Call Conferencing
- Call Recording
- Call Queuing
- Auto Dialer
- Call Transfer
- Call Barging
- Call Forwarding
- View all Features
KrispCall Features and Usability-Based User Satisfaction Score
Contenders | 2025
Product Description
Connect with your team anytime, let your business do the talking, make video calls without any interruptions, and pass on the messages without any delay using the cloud telephony software Dialpad. Read More About Dialpad
Dialpad Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Call Monitoring
- Call Barging
- Call Recording
- Call Conferencing
- Omnichannel Support
- Voice Intelligence
- Call Routing
- Call Whispering
- View all Features
Dialpad Features and Usability-Based User Satisfaction Score
Software by Aircall
Product Description
Aircall is the best, simple, and new generation cloud-based call center software. It provides toll-free numbers from any area or country and easily crafts greeting and out-of-office messages. It has the ability to route calls according to CLID/ANI, DNIS, and ISDN calling numbers. Read More About Aircall
Aircall Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Call Barging
- Warm Transfer
- Call Queuing
- Click To Dial
- Ivr
- Call Whispering
- Call Blocking
- Call Routing
- View all Features
Premium
$ 30
User/Month/Billed Annually
Enterprise
$ 50
User/Month/Billed Annually
Software by Cisco
Product Description
Cisco Webex Contact Center is revolutionizing customer interactions with its cutting-edge AI technology, seamless integration, and robust security features, transforming the industry by automating customer journeys and delivering personalized, intelligent experiences across all communication channels. Read More About Cisco Webex Contact Center
Cisco Webex Contact Center Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Interactive Voice Response (ivr)
- Quality Management
- Customizable Dashboards
- Agent Desktop
- CRM Integration
- Call Scripting
- Call Recording
- Outbound Dialing
- View all Features
Category Champions | 2025
Product Description
Exotel, a premier Context-Aware Customer Engagement Platform, brings together CCaaS (Cloud Contact Center), CPaaS (Communication Suite), and Conversational AI, enabling businesses to streamline customer conversations into cohesive journeys. Read More About Exotel
Exotel Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Voicemail
- Call Recording
- Call Analytics
- Customizable Greetings
- Call Forwarding
- Call Routing
- Number Masking
- Call Masking
- View all Features
Dabbler
$ 139
Per 3 Months
Believer
$ 278
Per 12 Months
Influencer
$ 687
Per 12 Months
Exotel Features and Usability-Based User Satisfaction Score
Software by Five9
Product Description
Five9 is a leading provider of cloud contact center software. It is driven by a passion to transform contact centers into customer engagement centers of excellence, coupled with a deep understanding of the cost and complexity involved in running a contact center. Read More About Five9
Five9 Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Outbound Campaign Management
- Call Recording
- Predictive Dialer
- Quality Management
- Customer Surveys
- Skill Based Routing
- CRM Integration
- Call Queuing
- View all Features
Software by Genesys
Product Description
Genesys Cloud is a fully featured call center software designed to serve enterprises, SMEs, and startups. Genesys Cloud provides end-to-end solutions designed for web apps and Android. This online call center system offers blended call center, call logging, call recording, call routing, call scripting, campaign... Read More About Genesys Cloud
Genesys Cloud Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Ivr (interactive Voice Response)
- Predictive Dialer
- Reporting And Analytics
- Social Media Integration
- Agent Scripting
- Chat And Messaging
- Acd (automatic Call Distribution)
- Performance Management
- View all Features
Cloud Communication & Collaboration Solution
Product Description
KloudTalk is a cloud phone system for businesses that want to make their internal and external communication seamless. With KloudTalk, you need not buy expensive hardware such as PBX, answering machines, etc., or do complex setups as your entire system is on the cloud. Read More About KloudTalk
KloudTalk Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Call Blocking
- Call Analytics
- Fax To Email
- Voicemail
- Custom Greetings
- Call Conferencing
- Call Queuing
- Call Screening
- View all Features
PRO
$ 20
User/Month
Stay Connected With Best Call Center Software
Product Description
Knowlarity is a leading cloud telephony call center solutions provider in India enabling streamlined business communication on the cloud. Switching to cloud solutions will upgrade the existing traditional contact center to a smarter virtual calling platform. Read More About Knowlarity
Knowlarity Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Missed Call Service
- Call Forwarding
- Call Analytics
- Call Tracking
- Toll Free Number
- Live Call Monitoring
- Call Conferencing
- Real Time Reporting
- View all Features
Advance Plan
$ 233
Per Year
Premium Plan
$ 475
Per Year
Premium Plus Plan
$ 833
Per Year
Category Champions | 2025
Product Description
LiveAgent is a comprehensive web-based multichannel help desk software and IT helpdesk ticketing system. It seamlessly integrates communication channels, including Email, Voice, Chat, Facebook, and Twitter, into a unified interface for efficient support management. Read More About LiveAgent
LiveAgent Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Canned Responses
- Chat Forms
- Chat Widgets
- Chat Ratings
- Customizable Chat Buttons
- Chat History
- Ticketing System
- Mobile App
- View all Features
Small business
$ 15
Agent/Month
Medium business
$ 29
Agent/Month
Large business
$ 49
Agent/Month
Enterprise
$ 69
Agent/Month
LiveAgent Features and Usability-Based User Satisfaction Score
Software by RingCentral, Inc
Product Description
RingCentral is the award-winning solution for communication and collaboration. It is the server-based, most flexible, customized, and cost-effective solution. Empower the workforce to be connected by voice, video calling, team messaging, collaboration, and online conference meetings. Read More About RingCentral
RingCentral Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Call Transfer
- Interactive Voice Response (ivr)
- Real Time Analytics
- Call Whispering
- Voicemail
- Automatic Call Distribution (acd)
- Omnichannel Routing
- Call Barging
- View all Features
Core
$ 30
User/Month
Advanced
$ 35
User/Month
Ultra
$ 45
User/Month
Category Champions | 2025
Product Description
Servetel is the leading cloud telephony service provider in India that facilitates you with cloud telephony solutions for all your business needs. We spark your business communication with our economical, innovative and handy cloud solutions. Read More About Servetel (by Acefone)
Servetel (by Acefone) Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Missed Call Service
- Voice Broadcasting
- Call Analytics
- Toll Free Numbers
- CRM Integration
- Call Conferencing
- Number Portability
- Voicemail
- View all Features
Servetel (by Acefone) Features and Usability-Based User Satisfaction Score
Software by Talkdesk
Product Description
Talkdesk is a leading cloud-based call center software in the world. Create the call center your customers and agents deserve. It reduces average handle time and increases agent efficiency with automated workflows. Read More About Talkdesk
Talkdesk Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Workforce Management
- Speech Analytics
- Real Time Dashboards
- Call Barging
- Quality Management
- Call Whispering
- Call Monitoring
- CRM Integrations
- View all Features
Express
$ 25
Agent/Month
Professional
$ 65
Agent/Month
Enterprise
$ 125
Agent/Month
Software by Ozonetel
Product Description
Ozonetel is an industry leader within the Customer Experience space. Ozonetel’s cloud telephony solution helps businesses manage all conversations across voice, chat, SMS, social media, and WhatsApp in one place. Read More About Ozonetel CloudAgent
Ozonetel CloudAgent Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Omnichannel Support
- Call Scripting
- Call Barging
- Real Time Analytics
- Call Monitoring
- Api Integration
- Call Conferencing
- Call Recording
- View all Features
Software by Nextiva
Product Description
Nextiva instantly accesses enterprise-grade call center solutions and quickly scales to respond to fluctuations in call volume without changing your infrastructure settings. Read More About Nextiva
Nextiva Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Video Conferencing
- Number Porting
- Ivr System
- Call Parking
- Mobile App
- Auto Attendant
- Fax To Email
- Call Monitoring
- View all Features
Office
$ 20
Per Month
Contact Center
$ 50
Per Month
Software by Twilio
Product Description
Twilio Flex is a digital engagement center that enables businesses to provide personalized, proactive support and sales experiences across multiple channels, driving increased customer loyalty and revenue through efficient, data-driven communication and seamless integration with existing systems. Read More About Twilio Flex
Twilio Flex Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Programmable Voice
- Video
- Screen Pop
- Webchat
- Call Recording
- Outbound Dialing
- Sms
- View all Features
Until 31st Jul 2025

How Does Call Center Software Work?
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 know how it works.
When a customer calls your customer support number, then calling software for call centers, equipped with an 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.
Types of Call Center Platforms
Call center platforms come in various forms, each tailored to meet specific business needs. Here are some of the key types of call center platforms:
-
On-Premise Call Center Platform
An on-premise call center platform is set up inside a company’s own building. It needs specific hardware and software, which an in-house IT team must maintain. Businesses like this option because it gives them full control over their systems and data security. However, it can be expensive due to the costs of the equipment and ongoing maintenance.
-
Cloud-Based Call Center Platform
Cloud-based platforms are hosted online, allowing access from anywhere. These platforms are flexible and can easily adjust to changes in call volume, making them perfect for businesses that experience ups and downs in calls. Companies enjoy lower initial costs since they only pay for what they use, making it a good fit for remote or hybrid work environments.
-
Hosted Call Center Platform
Hosted platforms are similar to cloud-based ones but are managed by a third-party service provider. This means the hosting company takes care of system maintenance and upgrades, which eases the workload for internal IT teams. This option provides flexibility without the hassle of managing infrastructure, making it a cost-effective choice for small and medium-sized businesses.
-
Virtual Call Center Platform
A virtual call center platform allows agents to work from different locations while staying connected through a central system. It uses cloud technology to create a seamless experience for both agents and customers. This is a suitable option for businesses that want to save money on overhead and support a workforce that is spread out across various locations.
What are The Benefits of Call Center Software?
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.
-
Reduced costs
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 shows that 95 percent of customer service leaders believe that CRM software enhances productivity. -
Enhanced security
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.
-
Real-time analytics
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 generating reports, and more.
Essential Features of Call Center Software
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
Multi-level IVR (Interactive Voice Response) is an automated business 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.
-
Autodialer
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.
-
Call recording
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.
-
Call monitoring
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
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.
-
CRM integration
This feature enables the call center apps and software to be integrated with CRM. With proper CRM integration, call center software can work seamlessly with many CRM.
-
Skill-based routing
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.
How to Choose the Best Call Center Software?
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.
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Best Call Center Software Companies with Pricing, Pros & Cons
Name
|
Free Trial
|
Demo
|
Starting Price
|
---|---|---|---|
Yes |
Yes |
$499/month | |
Yes |
Yes | $50/month | |
Yes |
Yes |
Custom Pricing | |
Yes |
Yes |
$15/month | |
Yes |
Yes |
$15/month |
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 companies:
1. HoduCC
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 CRM such as Salesforce, Zoho, and Zendesk.
Features
- 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
Pros
- Wide range of sophisticated features
- Extremely affordable prices
- Reliable customization services
- 24x7 support
Cons
- Relatively new
- Some features can be enhanced
Pricing
- HoduCC call center software comes with a one-month free trial period. The pricing plans are flexible for different business sizes in different countries.
2. Nextiva
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.
Features
- Fully-integrated ticketing helpdesk
- Provides functionalities for call groups, call routing, call recording, and call extension
- Dashboards and reporting
- Sophisticated SMS and CRM integrations
Pros
- Extremely easy to use
- Wide range of high-quality features
- Customer service
- Four different pricing plans
Cons
- No free trial
- No integration
Pricing
- 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.
3. Genesys
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.
Features
- Artificial intelligence and automation
- Automatic call distribution (ACD)
- Customer self-service
- Digital sales and service automation
Pros
- Easy to set up
- Advanced IVR and self-service options
- Real-time dashboard
- Gamification
Cons
- Customer support could be better
- Difficulty in using softphone on Linux
- Unintuitive user interface
Pricing
- 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.
4. Freshdesk
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.
Features
- Customizable omnichannel dashboard
- Curated and custom reports
- Customer satisfaction ratings
- Cloud-based deployment
Pros
- Highly advanced features
- Affordable pricing
- Free plan for 10 agents
- Excellent UI
- Good customer support
Cons
- No SMS and social media integration
- Limited automation and hard to configure
- Suboptimal analytics and dashboard
Pricing
- 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.
5. CloudTalk
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.
Features
- Supports a wide range of platforms such as Windows, Mac, Linux, iOS, Android, and web-based
- Contacts personalization
- Daily Summary
- Smart power dialers
Pros
- Extremely intuitive
- Easy to set up
- High-quality and reliable features
- Supports a wide range of platforms
- Options to have multiple agents
Cons
- Difficulty in integrating with other apps
- It can add some modifications such as filter and recording
Pricing
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.
Hosted vs. Cloud-based vs. On-premise Software
Hosted, cloud-based, and on-premise software are three popular options, each with its own pros and cons. Take a look at the below table to understand their key differences.
Feature
|
Hosted Software
|
Cloud-based Software
|
On-premise Software
|
---|---|---|---|
Deployment |
Software hosted on a third-party server |
Hosted on cloud infrastructure by providers |
Installed and maintained on your own servers |
Access |
Remote access via the internet |
Accessible anywhere with an internet connection |
Access limited to company network |
Control |
Limited control; managed by hosting company |
Provider manages everything, user-focused |
Full control and customization |
Cost |
Subscription + hosting fees |
Subscription-based, often more scalable |
High upfront cost for hardware and maintenance |
Maintenance |
Hosting company handles updates |
Automatic updates by provider |
Internal IT team handles updates and issues |
Security |
Dependence on third-party security protocols |
Provider-managed, often with robust security |
In-house security measures required |
Scalability |
Moderate scalability |
High scalability, easy to add resources |
Limited by hardware capabilities |
All three options come with unique advantages and challenges. Hosted software offers a balanced approach, cloud-based software is flexible and scalable, while on-premise software gives complete control. Choose the right model based on your organization's needs for control, cost, and scalability.
Essential Call Center Software Integrations
Integrating the right tools with your call center software is crucial for boosting efficiency and improving customer experiences. Here are some essential integrations every call center should consider:
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Customer Relationship Management (CRM) Integration
Integrating CRM systems helps call center agents quickly access important customer information during calls, allowing for more personalized service. Agents can see a complete history of the customer, including past issues, purchases, and preferences. This not only saves time during calls but also improves the chances of resolving issues on the first contact.
For example: Salesforce, Zoho CRM -
Help Desk Integration
Connecting help desk software with your call center system enables agents to easily create, track, and resolve customer support tickets. This ensures that every issue is properly documented, so nothing gets overlooked. It simplifies the management of customer requests and helps agents stay updated on important concerns.
For example: Zendesk, Freshdesk -
Workforce Management (WFM) Integration
WFM integration helps call centers ensure they always have the right number of agents available. It gives insights into call volumes and optimizes agent schedules, balancing workloads and reducing customer wait times. This integration also tracks agent performance and highlights areas for training.
For example: Genesys, BambooHR -
Conversational AI Integration
Conversational AI platforms improve how customers interact with call centers by using natural language processing, which helps computers understand and respond to human language. This integration lets call centers use smart virtual agents that can chat with customers through voice or text, giving them quick answers and support.
For example: ControlHippo, Amazon Lex -
Payment Gateway Integration
Payment integration allows agents to process transactions during calls, creating a smooth experience for customers making payments over the phone. It speeds up the payment process while keeping sensitive information secure.
For example: RazorPay, PayPal
Integrating these tools can help call centers provide a more seamless and effective customer service experience.
Call Center Software Pricing
The price of call center software can start from $50 per agent per month and go up to $1500 per agent per month. It can vary based on various factors such as features, number of users, deployment type (cloud-based or on-premises), and customization/integration needs.
FAQs
What do you need to set up call center solutions for your business?
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.
How can you transform customer experience with a call center system?
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.
Do agents need specific training to use call center software?
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.