Best Call Routing Software
Best call routing software are Avaya, MyOperator, Exotel, and Badger Maps. These applications are used to read out the calls in the particular directions and ensure no caller has to deal with a wrong executive who can’t solve their problems.
No Cost Personal Advisor
Most Popular Call Routing Software
SoftwareSuggest offers verified & unbiased user reviews based on user ratings and feedback. Our ratings and reports do not contain any paid placements. Learn more about our ranking methodology.
List of 20 Best Call Routing Software
Category Champions | 2025
Product Description
OpenPhone is fully-featured business phone software designed to serve SMEs, startups, agencies, and enterprises. OpenPhone provides end-to-end solutions designed for web apps. This business phone system offers call monitoring, mobile access, call recording, call management, and IVR/voice recognition in one place. Read More About OpenPhone
OpenPhone Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Contact Management
- Sms And Mms
- Auto Attendant
- Number Porting
- Mobile App
- Custom Greetings
- Shared Phone Numbers
- Analytics And Reporting
- View all Features
OpenPhone Features and Usability-Based User Satisfaction Score
Category Champions | 2025
Product Description
Bitrix24 is one of the best CRM software that provides a platform to organize and track interactions with potential or existing clients, partners, agents, and other contacts. It is a collaboration platform thats perfect for CRM. It has over 30 tools that will help your... Read More About Bitrix24
Bitrix24 Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Email Marketing
- Sales Automation
- Workflow Automation
- Customizable Dashboards
- Sales Funnel
- Api And Integrations
- Task Management
- Calendar Integration
- View all Features
Free
$ 0
User/Month
Plus
$ 39
Unlimited user/Month
Standard
$ 99
Unlimited user/Month
Professional
$ 199
Unlimited user/Month
Bitrix24 Features and Usability-Based User Satisfaction Score
Contenders | 2025
Product Description
FreeCallTracking.ai is a powerful call tracking software to track all phone calls from digital & advertising platforms with our call tracking, recording & monitoring solutions, featuring real-time reporting, keyword-level tracking, and dynamic number insertion. Read More About FreeCallTracking AI
FreeCallTracking AI Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Geographic Call Tracking
- Multi Channel Attribution
- Real Time Reporting
- Custom Call Flows
- Customizable Dashboards
- Keyword Tracking
- Lead Scoring
- Call Recording
- View all Features
FREE PLAN
$ 0
Single User/Month
STARTER PLAN
$ 10
Single User/ Month
STANDARD
$ 20
Single User/ Month
ENTERPRISE
$ 80
Single User/ Month
FreeCallTracking AI Features and Usability-Based User Satisfaction Score
Category Champions | 2025
Product Description
SparkTG is a cloud-based contact center solution provider, trusted by many scaling startups & growing organizations. Apart from giving an exceptional experience to callers, it helps in complete contact center tracking with real-time dashboards, reports & recordings. Read More About SparkTG
SparkTG Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Call Barging
- Real Time Reporting
- Sms Integration
- Api Integration
- Call Queuing
- Call Routing
- CRM Integration
- Number Masking
- View all Features
VCC Start Up
$ 14
User/Month
SparkTG Features and Usability-Based User Satisfaction Score
Category Champions | 2025
Leading Context-Aware Customer Engagement Platform
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
- Call Analytics
- Ivr System
- Virtual Numbers
- Customizable Greetings
- Call Queuing
- Multi Level Ivr
- Number Masking
- Call Recording
- 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
Contenders | 2025
Highly Customizable Voice, Messaging, and Video
Product Description
Thirdlane® Connect elevates team collaboration efficiency to new heights by seamlessly integrating various communication channels, including voice, messaging, video, and applications, fostering a unified and streamlined collaboration experience. Read More About Thirdlane Connect
Thirdlane Connect Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Customizable User Interface
- Call Analytics
- Api Access
- Voicemail To Email
- CRM Integration
- Voip Calling
- Auto Attendant
- Multi Tenant Pbx
- View all Features
Thirdlane Connect Features and Usability-Based User Satisfaction Score
Contenders | 2025
Product Description
Badger provides automatic territory management for Field Sales Reps by helping them take action on their customer data by visualizing it on a map. Reps use it to optimize schedules and routes to get more meetings and sales. Badger solves their daily problems in minutes... Read More About Badger Maps
Badger Maps Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Appointment Scheduling
- Data Visualization
- Lead Generation
- Territory Management
- Mobile App
- Expense Tracking
- CRM Integration
- Sales Forecasting
- View all Features
BUSINESS
$ 49
User/Month/Billed Annually
ENTERPRISE
$ 95
User/Month/Billed Annually
Badger Maps Features and Usability-Based User Satisfaction Score
Emergents | 2025
Product Description
Avaya builds a better customer experience by improving Contact Center Operations. It streamlines contact center operations and increases agent productivity. Read More About Avaya
Avaya Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Interactive Voice Response (ivr)
- Call Recording
- Call Queuing
- Predictive Dialer
- Outbound Campaign Management
- Call Monitoring
- Skill Based Routing
- Quality Management
- View all Features
Avaya Features and Usability-Based User Satisfaction Score
Contenders | 2025
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
- Automatic Call Distribution (acd)
- Predictive Dialer
- Voice Broadcasting
- Click To Call
- Call Barging
- Call Recording
- Real Time Analytics
- CRM Integration
- View all Features
Ozonetel CloudAgent Features and Usability-Based User Satisfaction Score
Contenders | 2025
Unified communications platform for businesses
Product Description
Thirdlane Multi Tenant PBX presents an unmatched fusion of advanced PBX and Unified Communications features, boasting a cost-effective ownership model, straightforward usability, and unparalleled support. Read More About Thirdlane Multi Tenant PBX
Thirdlane Multi Tenant PBX Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Web Based Management
- Security Features
- Call Queues
- Voicemail To Email
- Video Conferencing
- Mobile App
- Sip Trunking
- Multi Tenant Architecture
- View all Features
Thirdlane Multi Tenant PBX Features and Usability-Based User Satisfaction Score
Contenders | 2025
Flexible and cost-effective Business Phone System
Product Description
Thirdlane delivers an affordable business phone system that empowers communication across any organization. Its solution combines powerful VoIP technology with a full portfolio of collaboration tools, enabling teams to connect in meaningful ways that drive results. Read More About Thirdlane Business Phone System
Thirdlane Business Phone System Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Conference Bridge
- Ring Groups
- Softphone Support
- Whisper And Barge
- Extension Dialing
- CRM Integration
- Unified Messaging
- Auto Attendant
- View all Features
Thirdlane Business Phone System Features and Usability-Based User Satisfaction Score
Contenders | 2025
Product Description
CallRail call tracking software provides call analytics to data-driven marketers so they can improve customer acquisition. Delivering intuitive self-service software to businesses that care about phone calls, CallRail enables smart marketers to know what makes their phone ring. Read More About CallRail
CallRail Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Text Message Tracking
- Lead Scoring
- Form Tracking
- Call Transcription
- Call Analytics
- Call Scheduling
- Dynamic Number Insertion
- Custom Reports
- View all Features
Call Tracking
$ 45
Per Month
Call Tracking + Conversation Intelligence
$ 95
Per Month
Call Tracking + Form Tracking
$ 95
Per Month
Call Tracking Complete
$ 145
Per Month
CallRail Features and Usability-Based User Satisfaction Score
Contenders | 2025
Product Description
Dialics is a cloud-based inbound call tracking software for professional Pay Per Call Marketers. It helps businesses to manage call attributions, recording, and routing, and helps measure campaign performance and make better marketing decisions. Read More About Dialics
Dialics Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Call Routing
- Spam Detection
- Time Of Day Routing
- CRM Integration
- Customizable Reporting
- Lead Scoring
- Call Scoring
- Call Transcription
- View all Features
Monthly Plan
$ 99
Per Month
Dialics Features and Usability-Based User Satisfaction Score
Contenders | 2025
Product Description
Pepper Cloud streamlines call routing by intelligently directing calls to the right agents, enhancing customer experience and boosting team efficiency. Read More About Pepper Cloud
Pepper Cloud Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Third Party Integrations
- Workflow Automation
- Quote Management
- Activity Tracking
- Deal Management
- Data Import/export
- Lead Management
- Email Integration
- View all Features
Pepper Cloud Features and Usability-Based User Satisfaction Score
Contenders | 2025
Product Description
8x8 Virtual Office is a powerful and popular collaboration software. It allows team members to be more effective at working, and information updates can happen anytime. This enables businesses to move faster. Read More About 8x8 Virtual Office
8x8 Virtual Office Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Call Forwarding
- Team Messaging
- Directory Assistance
- Ring Groups
- Video Conferencing
- International Calling
- Call Queuing
- Number Porting
- View all Features
Basic
$ 20
User/Month
8x8 Virtual Office Features and Usability-Based User Satisfaction Score
Emergents | 2025
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
- Call Conferencing
- Custom Greetings
- Call Blocking
- Live Call Monitoring
- CRM Integration
- Call Notes
- Ivr
- View all Features
Premium
$ 30
User/Month/Billed Annually
Enterprise
$ 50
User/Month/Billed Annually
Aircall Features and Usability-Based User Satisfaction Score
Emergents | 2025
Product Description
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, you can easily manage your business communications from anywhere in the world. Read More About AVOXI
AVOXI Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Global Coverage
- Api Access
- Call Barging
- Call Conferencing
- Toll Free Numbers
- Number Porting
- Sms Messaging
- Voicemail
- View all Features
Genius Contact
$ 20
User/Month
Genius Enterprise
$ 40
User/Month
AVOXI Features and Usability-Based User Satisfaction Score
Emergents | 2025
Product Description
Since 2001, boberdoo has been producing the most advanced lead distribution software on the market. Now, with its automated outbound marketing system, you have all the tools you need to take your lead business to the next level. Read More About Boberdoo
Boberdoo Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Api Integration
- Automated Lead Delivery
- Customizable Filters
- Lead Distribution
- Lead Verification
- Custom Workflows
- CRM Integration
- Lead Reselling
- View all Features
Boberdoo Features and Usability-Based User Satisfaction Score
Emergents | 2025
Product Description
SalesExec is the advanced solution for lead management. Specially designed for sales companies and call centers. Helps to close more leads in very little time. Accurately get leads flow with quantity and quality. Also, improves sales efficiency and makes efficient lead conversion. Read More About SalesExec
SalesExec Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Lead Nurturing
- Lead Segmentation
- Email Marketing
- Lead Source Tracking
- Customizable Dashboards
- Mobile Access
- Sales Forecasting
- Lead Scoring
- View all Features
SalesExec Features and Usability-Based User Satisfaction Score
Emergents | 2025
Product Description
On-Call Scheduling is a streamlined solution that ensures only available staff are highlighted, reducing confusion during last-minute changes. It enhances efficiency by providing real-time updates on staff availability. Read More About On-Call Scheduling
On-Call Scheduling Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Electronic Health Records (ehr)
- Task Management
- Mobile Access
- Resource Allocation
- Compliance Tracking
- Staff Management
- Insurance Verification
- Telemedicine Integration
- View all Features
On-Call Scheduling Features and Usability-Based User Satisfaction Score
Get Free Expert Advice
Customer service is a profit-generating operation in many fields. Almost every Fortune 500 size organization needs call centers that handle inbound and outbound calls from potential customers efficiently. Here, seamless communication is the prime reason for customer happiness and revenue generation. But, in reality, the entire operation is well handled by call routing software.
However, what is precisely a routing software? What does the process entail? This guide breaks down everything essential you need to know. From types and benefits to the latest trends, we have covered it all. Not only this, but we have listed features, pros and cons, and pricing as well for you to get started right away. Let us first begin by learning about call routing software.
What is Call Routing Software?
Call routing software is an integrated technology designed for companies to allocate incoming phone calls among the most suitable agents or departments. It serves as an intelligent control center, routing calls automatically given pre-set rules and criteria. However, what is the mechanism behind this technology? How does it work?
Call routing, often referred to as an Automatic Call Distribution (ACD) system, involves using caller input, pre-established rules, and routing strategies to determine caller intent. It works by directing callers with that information to appropriate queues and then routing those callers to the best available agent. So, if you are looking for the best call-routing software for 2025, keep scrolling down for more insights!
Types of Call Routing Software
There are many types of call routing solutions, and each of them carries its own advantages and uses. But these three types hold more value in business. So, why not learn about each type with features and pricing in detail??
-
ACD-based call routing
This is the type that most people are exposed to when making an attempt at reaching an organization, a kind of which call placers don’t like. In the basic ACD-based call routing system, calls are queued to wait for the next agent. Hence, this translates to an incredibly lengthy waiting period.
-
Skills-based call routing
Skill-based call routing or distribution assigns customers to the most relevant agents to handle their concerns. In other words, French-speaking customers are sent to agents who speak French or are native French speakers. Thus promoting ease of communication with them. This is one of the reasons for hiring multi-linguist agents.
-
Priority-based call routing
Priority call routing is more of an enterprise feature. In this way, certain calls are prioritized above calls in a queue. When a call is tagged as” VIP, “ it will be directly placed ahead of any other non-VIP calls in the queue. For example, managers and above of a particular company are entitled to be VIPs to agents.
Benefits of Call Routing Solutions
Each industry has different demands and priorities. For example, eCommerce and hospitals require a high capacity of calls while others may not. Nonetheless, the call routing platform satisfies every scale of business needs.
-
Improved customer experience (CX)
This is one of the crucial features that make call routing software special. It helps customers interact with the appropriate agent for issues. This leads to quicker resolution times and increase customer satisfaction. Routing systems not only reduce transferring calls between agents but also reduce customer frustration.
-
Reduced waiting time
Businesses with high call volumes should opt for call routing software. It intelligently distributes calls to available agents and manages the call volume more efficiently than other tools. Furthermore, it reduces wait times and improves workload balance. As a result, reduced hold times are deemed to increase customer satisfaction.
-
Improves workforce management
On-site or remote workforce both are fully supported by call routing software because the system can route calls regardless of their location. At the same time, it enables the smooth operation of customer support. Also, it supports high-level interoperability within the database. Additionally, it maintains consistency throughout the call.
-
Reduces cost-per-interaction
Efficient routing of calls takes lower operational costs comparatively. They reduce hold times and establish efficient use of call center agents. Furthermore, it utilizes fewer resources and is affordable in the long run. As a consequence, multiple calls per agent account for resource optimization.
-
Provides 24/7 service availability
A call routing system prioritizes answering calls around the clock. Depending on the time of call, they are redirected to agents in different time zones and automated systems. By all means, they provide 24/7 service to customers. Large companies also follow this strategy by covering three shifts per day from agents.
-
Enables call-routing strategies
To enable well-managed performance across the system, this routing work utilizes call-routing strategies. They are direct routing, IVR routing, geographic call routing, etc. It guarantees customer interaction with speed, high quality, and minimum delay. Based on the current needs, companies can also change their respective strategies.
Features of Call Routing Software
Even the most extensive organizations go out of business if they lose customers, so customer experience (CX) is one of the top priorities of call routing software. As a result, the software works in full swing to improve customer service with the following means:
-
Automatic call distribution (ACD)
Automatic Call Distribution is a menu for users to choose their preferred option. Accordingly, it routes calls automatically to the right agents. Generally, if a customer calls about a product, it’s either for the sales representative or repair service. As a result, the call is directed to the appropriate department as per their choice.
-
Customized call routing
All incoming phone calls are sent to the contact routing software engine before reaching the agent. As a result, this customized feature may send routing to idle agents, routing to auto attendants or a specific department, and many more. Moreover, the process is done within seconds to ensure an efficient call-forwarding.
-
Call queuing
A call queue system software manages incoming calls by placing them in a queue until an available agent takes upon them. Call centers take special care in monitoring call queue analytics and queue call logs. Setting KPIs and first-call resolution will help in tracking and optimizing the performance. Besides, short-call queuing is the ideal goal.
-
Time-based routing
This is one of the main features of call routing options. With time-based routing, companies can provide continuous service during and after business hours. It additionally allows customizing call flow to reduce the rate of missed calls. Even scheduling calls during leisure days like Sundays is beneficial for the company.
-
Call recording
Here, call recording means the process of recording audio and screen activity associated with phone calls. As a result, call routing software enables recording every inbound and outbound call automatically for future business requirements. Business owners can thus access, delete, or generate a transcription from digital files.
-
Reporting and analytics
It keeps track of collected contact data and empowers the operations with phone call routing software. To simplify the large data, they are organized in tables and graphs. Furthermore, the company analyzes the data to collect valuable insights and performance quo. This final analysis is presented to respective stakeholders leveraging the capabilities of Data and Analytics services.
How to Choose the Right Call Routing Solution?
The choice of the right call routing system carries significant importance for your business success. As a result, it is important to consider both present needs and future objectives. Additionally, the size of the business and the level of customization are equally important factors in opting for the right solution.
-
Easy setup
The phone routing software solution should prompt for an easy setup. While quickly adjusting call routing criteria based on real-time demands. Both growing and enterprise-level businesses should benefit from a smooth call setup system. As they significantly reduce customer hold times.
-
Integration capability
The call routing software should be capable enough to integrate with other essential business systems. For example, CRM and marketing tools are integrated into eCommerce call centers. They allow a seamless data flow and enhance the interactions and customer responses. So, this capability is necessary in the long run of routing.
-
Scalability
Scalability is one of the management features. As the company grows, the call volume and communication needs may increase or decrease. So, we require a system that allows flexible growth of functionalities without any additional costs or upgrades. The best example is toll-free numbers used by sales teams and marketing campaigns.
-
Reliable customer support
Reliable customer support teams from your company or outsourcing provider act as lifesavers. Whenever the call routing software incurs any issue, customer support should provide help 27/7. The support squad should minimize the disruption quickly and maintain quality service to customers.
Challenges in Phone Routing Software
When customers have a problem, they address the call center for assistance. However, the challenges faced by call centers are multifaceted and significantly impact customer satisfaction. Some of such challenges of call routing software are:
-
Accuracy
Hitting moderate target levels and satisfying customers are the biggest problems with call centers. Sometimes they are not polite, have a poor level of service, long wait times, and many more. These issues directly target the accuracy of service.
Henceforth, it leads to frustration and dissatisfaction, which can be avoided by opting for cloud-based routing calls and CRM integration. Defining clear and relevant KPIs will also increase satisfaction scores.
-
Agent availability and skills
Sending customers to long queues leads to hanging up and potentially sending it to peer businesses. Agents should avoid this by using efficient call routing software. In the absence of an agent, it should serve with automated voicemail.
Additionally, agents with poor training skills are no less than a threat. So, providing short crash classes and training sessions is necessary. Also, a reward and recognition program will boost their morale.
-
Dynamic customer context
Call centers cater to diverse customer bases but find themselves navigating a dynamic landscape and cultural differences. Which directly affects the communication. These language and cultural barriers are not just challenges.
They are opportunities for the business to project its commitment to exceptional customer service. Agents have cultural sensitivity training to treat customers with respect.
Latest Trends in Call Routing Software
As per a report by Research and Markets, the global call center market is expected to increase by $494.7 in 2030. The growth trajectory increases due to the immense scope of opportunities for innovation in customer service. These are some future trends to look out for :
-
AI-powered routing
AI integration has become an important tool in call centers. It offers various benefits, from improving call routing software to providing real-time response. The industry forecasts a growth of $2.8 billion by 2025. This trend paves the way for customer-oriented and completely digitized call center operations.
-
Personalization and contextual routing
Pairing customers with the right agent is a common function of call centers. With good routing rules, it applies a complex “match-making” process for every call. Additionally, it allows customers to request specific agents while prioritized in the queue. As a result, positive reviews will skyrocket.
-
Location-based routing
Even before the pandemic, companies incurred cost savings, employee flexibility, and efficiency gained through remote and cloud-based call routing services. The calls can be tailored by routing the caller to an agent with shared local expertise. Moreover, it develops an automatic ability to trace the originated call and connect to the necessary agent.
-
Omnichannel routing
Omnichannel communication holds paramount value among others. It distinguishes proactive brands from reactive competitors. Moreover, it allows customers to interact across multiple touchpoints. To tackle the peer competition in call routing software, this advanced technology is a must-have strategy.
Conclusion
Readers should understand that call routing software is more than just directing phone calls to an agent. It analyzes average wait times, call abandonment rates, and peak call hours to identify patterns and areas of improvement. Further, it boosts customer service and reduces company workload and customer frustration on the same scale. With new cutting-edge technologies, this software will only evolve for better results.
FAQs
What is call routing in VoIP?
VoIP, or Voice over Internet Protocol, is a method of communication over the Internet. This technology is very cost-efficient and quick compared to traditional telephone lines. Additionally, VoIP routing is flexible, and calls can be made worldwide with internet access. Examples are Skype, Facebook, Google Meet, etc.
Can call routing software help call center agents perform better?
Yes, it helps agents perform way better than manual dialing. Call routing software technology is crucial for successful yet personalized customer service. The entire routing process happens in seconds with a user-friendly interface. Also, call agents with certain expertise can deal with those issues themselves, improving the brand value.
Is it difficult to implement call routing software?
It’s more difficult to implement intelligent routing than traditional ones. Because they require a higher initial investment and agents with high knowledge of new technology, they also demand quick calls for efficient queuing. But opting for a cloud-based solution or VoIP call routing software is comparatively simple: installing an app.
What are the differences between call forwarding and call routing software?
Call forwarding is a set of commands that ensure calls are forwarded to another number automatically or sent to voicemail. Whereas in call routing, the caller is put on hold till the right person is reached. Also, the call is placed in the queue till the task is attainted.