Are you looking to streamline your call center operations with call center software and boost customer satisfaction?
Choosing the right solution can make all the difference.
In this blog, we’ll explore the top call center software solutions available today, highlighting their key features, and how they can enhance your customer service experience.
Whether you’re a small business or a large enterprise, our comprehensive list will help you find the perfect fit for your needs.
Let’s dive in!
What is a call center software?
A Call center software transcends mere connectivity between agents and customers. It comprises a suite of features tailored to support every facet of contact center operations.
Whether handling inbound, outbound, or mixed calls, this software streamlines customer support, ensuring exceptional service delivery.
Modern customer contact centers extend beyond phone interactions, with many platforms offering omni-channel support.
This unified approach enables managing all communications from a single interface, ensuring a seamless customer journey.
Traditionally, only large enterprises could afford the physical infrastructure for call centers. However, software-based solutions now empower smaller firms and remote teams to establish virtual call centers, reducing upfront costs.
The best call center software incorporates computer telephony integration, seamlessly complementing existing phone systems, whether physical, VoIP, or otherwise. This ensures optimal functionality without the need for a complete overhaul.
Types of call center software platforms
The 5 varieties of call center software are as follows:
- On-premises call center software: Traditional on-premises call center software operates within your organization’s premises, offering precise control over customization and updates. It ensures data security but entails significant upfront costs, requires specialized IT staff, and complex integration with third-party systems.
- Virtual call center software: Remote call centers utilize agents from diverse locations, managing both inbound and outbound calls through seamless technology. They provide flexibility and cost savings, akin to traditional centers, but face challenges in maintaining consistent service quality across remote teams. Incorporating tools to record remote desktop sessions can help maintain quality control and provide valuable insights for training and compliance purposes in virtual call center environments.
- Hosted call center software: Hosted call center software, managed by a vendor on remote servers, is accessible via the internet for a fee. It requires no upfront investment or in-house IT team. While cost-effective and suitable for startups, drawbacks include server disruptions and limited customization options.
- Inbound call center software: Inbound call centers specialize in handling incoming customer calls, offering personalized support, prompt issue resolution, and feedback for improvement. While fostering strong customer relationships, they may encounter longer wait times during peak call volumes.
- Outbound call center software: Outbound call centers focus on proactive calls to customers or prospects for lead generation, customer support, and sales. They drive customer outreach and revenue growth by promoting products/services and identifying sales opportunities. For example, American Express may use outbound call centers to offer personalized financial products to customers.
Best call center software
SmartReach.io
G2: 4.8
Capterra: 4.7
Known for its sales engagement and cold email outreach solutions, SmartReach.io offers some basic calling features and is ideal for business run on limited resources.
All you need is to add Twilio calling credits which are used for adjustment towards other costs like buying a number, voice call charges, call recording, etc.
You can make these calls via the extension or our mobile app which facilitates on-the-go accessibility.
Key features:
- Using SmartReach’s PowerDialer sales reps can efficiently tackle their daily cold calls, ensuring a focused approach and maximizing productivity.
- Campaign Call Scripts empower reps to stay on track and deliver effective sales pitches consistently.
- You can redirect calls to your mobile device with Call Forward, ensuring you never miss important callbacks while on the move.
- With Listen, Barge-in & Whisper functionality, supervisors can provide real-time coaching during live calls to address concerns and close deals effectively.
- Also, the Call Task Manager helps streamline calling tasks, providing timely reminders and flexibility for scheduling.
Pricing: Custom pricing available. For more details call our customer support.
MirrorFly
G2: 4.4
Capterra: 4.5
MirrorFly’s in-app SDKs are a hit in the market that helps you to build completely customizable contact center solutions easily.
And with our 1000+ feature-rich APIs and SDKs you can deliver grade-customer support anytime and across any channel thus empowering agents to delight customers on every call.
Just not these, you can also focus on offering superior CX with our exceptional call center services like real-time communication experiences, a centralized call management system, a monitoring and tracking dashboard, and more.
Thus, we truly believe that every brand deserves to have a communication app to promote interactions within it. Hence, our call center services are widely used across multiple industries like telecom, healthcare, banking, and transport.
Key features:
- 100% Customization Solution: Deliver engagements on your call center apps by customizing our features the way you need.
- Lifetime Ownership: Get lifetime ownership of our source codes and add/edit features you require.
- Flexible Hosting: Deploy your call center software or app on your own servers or on cloud or on our cloud, based on your convenience.
- White-labeled Chat Solution: Add your own branding elements like fonts, themes, and logos on your chat apps to reflect your identity.
- 1000+ Features: Boost engagements within your contact center app by adding our 1000+ real-time video, voice, and chat features.
Pricing: Offers both SaaS – monthly subscriptions and SaaP- custom plan or one-time license cost for users.
Nextiva
G2: 4.5
Capterra: 4.6
Nextiva offers user-friendly contact center software designed to enhance caller connections while optimizing agent efficiency.
Its features include IVR, automatic call routing, and call queuing. Additionally, it allows for optimizing agent call flow, integrating virtual agents for automated interactions, and enhancing the overall caller experience.
Key features:
- Cloud-based calling: Make and receive calls anywhere with Nextiva’s cloud-based phone system.
- Call routing: Seamlessly direct calls to the perfect agent with Nextiva’s call routing.
- Interactive voice response: Give callers control with Nextiva’s interactive voice response.
- Call recording: Nextiva’s call recording lets you analyze interactions and boost agent performance.
- Reporting: Track key metrics and make data-driven decisions with Nextiva’s reporting.
Pricing: It starts from $18.95/user/month (Essential); $22.95/user/month (Professional); $32.95/user/month (Enterprise).
Aircall
G2: 4.3
Capterra: 4.3
Looking for a solution to enhance customer experiences?
Aircall’s cloud-based call center offers essential features like IVR, call routing, and more. But it doesn’t stop there.
With advanced capabilities such as skill-based routing, call queuing, and call whispering, Aircall empowers managers to support agents behind the scenes while improving customer interactions. Plus, monitor agent performance seamlessly with call center analytics.
Key features:
- Shared call inbox: Manage calls collaboratively with Aircall’s shared call inbox.
- Cloud-based calling: Make and receive calls from anywhere with Aircall’s cloud-based system.
- Call monitoring: Coach and support agents with Aircall’s call monitoring feature.
- Interactive voice response: Let callers navigate menus with Aircall’s interactive voice response
- CRM integrations: Streamline workflows with Aircall’s seamless CRM integrations.
Pricing: $30/user (Essentials); $50/user (Professional); Custom (Enterprise).
Global Call Forwarding
G2: 5
Capterra: 4.9
Global Call Forwarding is a cloud phone service provider offering international phone numbers, international call forwarding, outbound calling, and advanced call management features. Their voice service is designed to help your business connect with local and global customers efficiently and cost-effectively.
Simply purchase a local or toll-free number for your desired country and gain access to over 20 business calling features like IVR, advanced routing, virtual voicemail, call transcription, etc. They offer call center solutions for technology, software, healthcare, financial services, multinational corporations, and more.
All corporate clients have access to a dedicated account manager, a customer success manager, and 24/7 live technical support.
Key features:
- Local and international calling — Easily communicate with international customers with global coverage in more than 160 countries.
- Inbound and outbound calling — Make business calls from any location and receive calls anywhere in the world.
- Advanced call routing — Leverage smart call routing with features like time-based routing, location-based routing, VIP routing, etc.
- Call recording and call transcription — Make the most of your calls by accessing them as audio and text files for easy documenting, reviewing, and sharing.
- Call reports and analytics — Track key call metrics and make informed decisions.
- Softphone and web dialer — Use the GCF softphone on your desired platforms or by integrating with CRMs and help desk software.
Pricing: Five phone number plan options starting at $12.95/month. No per-user pricing, no setup fees, no long-term contracts.
JustCall
G2: 4.2
Capterra: 4.2
JustCall provides a robust contact center solution tailored for customer-facing teams, empowering agents, sales reps, and managers with an array of voice and SMS features.
These include call recording, SMS automation, live call monitoring, and post-call surveys. Additionally, JustCall seamlessly integrates with over 100 CRM, help desk, and business tools, streamlining communication and workflows for contact center teams.
Key features:
- Real-time analytics: Make data-driven decisions with JustCall’s real-time analytics.
- Cloud-based calling: Make calls from anywhere with JustCall’s cloud-based phone system.
- CRM integrations: Simplify workflows with JustCall’s seamless CRM integrations.
- Bulk SMS and drip campaigns: Run SMS campaigns and drip sequences effortlessly with JustCall.
- Intelligent call routing: Get calls to the right agent with JustCall’s intelligent call routing.
- Custom workflows: Design custom workflows to streamline your business processes with JustCall.
- Multi-level IVR: Provide a user-friendly self-service experience with JustCall’s multi-level IVR.
Pricing: 14-day free trial; $24/user/month (Standard); $48/user/month (Premium) — billed annually. Monthly and custom plans are also available.
CloudTalk
G2: 4.3
Capterra: 4.4
CloudTalk stands out as an innovative call center software, providing a range of unique tools.
Its custom queue feature empowers support teams to direct incoming calls efficiently, matching them with agents best equipped to address customer concerns.
By eliminating call transfers, CloudTalk reduces friction in the customer experience. Additionally, CloudTalk offers personalized voicemails, enabling customers to leave messages for later response when teams are unavailable.
This feature enhances efficiency and ensures customers aren’t left waiting endlessly on hold, allowing them to resume their activities while awaiting a prepared solution from the team.
Key features:
- Real-time analytics: Get real-time insights to optimize your calls with CloudTalk.
- CRM integrations: Simplify workflows with CloudTalk’s seamless CRM integrations.
- Skills-based call routing: Match callers with the perfect agent using CloudTalk’s skills-based routing.
- Post-call tagging: Tag calls for easy analysis and improved performance with CloudTalk.
- Advanced reporting: Uncover powerful insights with CloudTalk’s advanced reporting.
Pricing: $25/user/month (Starter); $30/user/month (Essential); $50/user/month (Expert); Custom” https://blog.hubspot.com/service/call-center-software.
Dialpad AI contact Center
G2: 4.4
Capterra: 4.3
Frustrated managing multiple channels for customer interactions?
Dialpad offers a single, cloud-based hub accessible from anywhere. It integrates with popular CRMs and features AI-powered tools like voice transcription, sentiment analysis, and chatbots to elevate customer experiences.
Plus, Dialpad allows for easy scaling by provisioning a contact center in minutes and letting you manage agents and phone numbers effortlessly.
Key features:
- Sentiment analysis: Understand customer sentiment in real-time with Dialpad’s sentiment analysis.
- CRM integrations: Simplify workflows with Dialpad’s seamless CRM integrations.
- Outgoing calls: Make outbound calls effortlessly and connect with potential customers with Dialpad.
- Call routing: Ensure calls reach the perfect agent every time with Dialpad’s call routing.
pen_spark - Workforce engagement management: Motivate and empower your team with Dialpad’s workforce engagement features.
Pricing: On request.
Bitrix
G2: 4.1
Capterra: 4.2
Bitrix24 is designed to revolve around your tasks, making it a dynamic hub for team collaboration and productivity.
With a range of customer service channels like rental phone lines, live chat, and email queues seamlessly integrated into Bitrix24’s task management software and CRM, teams can efficiently handle customer inquiries.
Moreover, Bitrix24 provides an on-premise solution tailored for industries preferring to manage their data storage locally or adhere to specific regulations.
Key features
- Task automation: Free up your team’s time with Bitrix’s task automation features.
- Call routing: Route calls to the perfect rep every time with Bitrix.
- Interactive Voice Response: Give callers control with Interactive Voice Response.
- HD video calls and conferences: Connect with crystal-clear video calls and conferences using Bitrix.
- Internal collaboration: Collaborate seamlessly with colleagues directly within Bitrix.
Pricing: Free; $19/month (Start+); $43/month (Basic); $87/month (Standard); $175/month (Professional); $350/month (Enterprise).
TalkDesk
G2: 4.4
Capterra: 4.5
Tailored for large enterprise teams, TalkDesk presents a comprehensive call center solution equipped with features geared towards swift phone support management.
With a suite ranging from workforce management tools to industry-tailored security features, TalkDesk empowers teams with the essentials to ensure a seamless and scalable customer experience.
Key features
- Internal collaboration: Collaborate seamlessly with colleagues directly within TalkDesk.
- Skills-based call routing: Match callers with the perfect agent every time using TalkDesk’s skills-based routing.
- Advanced reporting and analytics: Gain valuable knowledge with TalkDesk’s advanced reporting and analytics.
- Omnichannel support: Deliver exceptional service through calls, chats, emails, and more with TalkDesk.
- Workforce engagement management: Boost agent satisfaction with TalkDesk’s workforce engagement management tools.
Pricing: $75/month (CX Cloud Essentials); $95/month (CX Cloud Elevate); $125/month (CX Cloud Elite); Custom.
RingCentral Contact Center
G2: 4
Capterra: 4.3
RingCentral stands out as a versatile cloud-based phone system accommodating both desktop and mobile users seamlessly.
Among its standout features is “RingOut,” facilitating one-touch calling from any phone or internet-connected computer.
Furthermore, RingCentral boasts robust call delegation capabilities and customizable answering rules, ensuring precise call routing to designated individuals.
Key features
- Escalation management: Handle complex situations seamlessly with RingCentral’s escalation management.
- Cloud-based calling: Make and receive calls from anywhere with RingCentral’s cloud-based system.
- HD video calls: Connect with crystal-clear video calls using RingCentral.
- Omnichannel support: Deliver exceptional service through calls, chats, emails, and more with RingCentral.
- Integrations and APIs: Streamline workflows with RingCentral’s integrations and APIs.
Pricing: On request.
Zendesk
G2: 4.3
Capterra: 4.9
Utilizing an expansive customer service platform as its foundation, Zendesk delivers a call center solution catering to businesses of all sizes. Through automated ticket generation, agents can leverage Zendesk’s seamless help desk functionalities to assist customers across multiple channels effectively.
Key features
- Interactive Voice Response: Let callers navigate menus with Zendesk’s interactive voice response.
- CRM integrations: Simplify workflows with Zendesk’s seamless CRM integrations.
- Omnichannel support: Deliver exceptional service through calls, chats, emails, and more with Zendesk.
- Customizable automations: Streamline tasks and personalize experiences with Zendesk’s customizable automations.
- Call recording: Analyze interactions and boost agent performance with Zendesk’s call recording.
Pricing: $49/agent/month (Suite Team); $79/user/month (Suite Growth); $99/user/month (Suite Professional).
LiveAgent
G2: 4.5
Capterra: 4.7
LiveAgent seamlessly integrates its call center solution into its multi-channel help desk, empowering you to assist customers across various channels effortlessly.
Unlike many alternatives, LiveAgent doesn’t impose per-minute usage fees, making it a cost-efficient choice for small and medium-sized enterprises dependent on phone support.
Key features
- 24/7 customer service support: LiveAgent offers 24/7 customer service support, so you never miss a beat.
- Outgoing calls: Make outbound calls and connect with potential customers with LiveAgent.
- Automated callbacks: Let LiveAgent automate callback scheduling and avoid missed opportunities.
- Advanced reporting and analytics: Track performance and improve with LiveAgent’s advanced reporting and analytics.
- Integrations and APIs: Streamline workflows with LiveAgent’s integrations and APIs.
Pricing: Free; $15/agent/month (Ticket); $29/agent/month (Ticket+Chat); $49/agent/month (All-inclusive).
Avaya Contact Center
G2: 4.1
Capterra: 4.2
Avaya’s prominence in the communications sector is underscored by its adoption by over 90% of Fortune 100 companies for contact center management, as highlighted on their website.
Renowned as a stalwart in the industry, Avaya offers a comprehensive omnichannel contact center solution, boasting an array of advanced features in its standard platform.
Rest assured, choosing Avaya means accessing an enterprise-grade product synonymous with reliability and innovation.
Key features
- Sentiment analysis: Understand customer feelings in real-time with Avaya’s sentiment analysis.
- AI digital automation: Automate repetitive tasks and boost efficiency with Avaya’s AI digital automation.
- Call monitoring: Coach and support agents with Avaya’s call monitoring feature.
- Voice and facial biometrics: Enhance security and personalize experiences with Avaya’s biometrics.
- Call routing: Ensure calls reach the perfect agent every time with Avaya.
Pricing: On request.
Dixa
G2: 4.2
Capterra: 4.3
Dixa presents a user-friendly contact center solution that operates seamlessly within a web browser environment.
With its sophisticated call distribution algorithms and caller recognition capabilities, Dixa stands out as a contemporary solution aimed at enhancing both customer experiences and the efficiency of contact center administrators.
Key features
- Customized quality assurance: Design custom quality checks for optimal performance with Dixa.
- Skills-based call routing: Match callers with the perfect agent every time using Dixa’s skills-based routing.
- Internal collaboration: Collaborate seamlessly with colleagues directly within Dixa.
- Priority-based call routing: Ensure critical calls get immediate attention with Dixa’s priority routing.
- Call monitoring: Monitor calls and empower agents with Dixa’s call monitoring feature.
Pricing: On request.
Aloware
G2: 4.2
Capterra: 4.4
Aloware is a contact center software designed to enhance sales and support operations by offering unlimited calling and texting capabilities seamlessly integrated with your preferred CRM.
Its cloud-based phone system, coupled with Local Presence functionality, empowers SMEs to engage with customers wirelessly from any location.
Aloware offers customizable configurations for phone lines, ring groups, and inboxes to accommodate diverse business requirements. Additionally, it provides tools for power dialing, SMS broadcasting, and contact automation.
Managers can supervise calls and monitor team performance in real-time through its live dashboard, gaining valuable insights into call volumes, durations, and queues to efficiently manage day-to-day operations.
Key features
- Outgoing calls: Make outbound calls and connect directly with potential customers using Aloware.
- CRM integrations: Simplify workflows by seamlessly integrating Aloware with your CRM.
- Interactive voice response: Provide a user-friendly self-service experience with Aloware’s interactive voice response.
- Omnichannel support: Deliver exceptional service through calls, chats, emails, and more with Aloware.
- Real-time reports and analytics: Make data-driven decisions with Aloware’s real-time reports and analytics.
These top-tier call center software solutions are instrumental in crafting an effective customer service strategy, enabling you to offer support that transforms dissatisfied customers into enthusiastic brand advocates.
Pricing: $35/user (unlimited inbound), $60/user (unlimited inbound and outbound), and $80/user (power dialer included). Billed annually. Quarterly plans are also available.
How to evaluate the best call center provider
The optimal call center provider isn’t necessarily the one boasting the most features, but rather the one offering features tailored to your specific business requirements.
As teams undergo transformations, businesses evolve, call volumes fluctuate, organizations scale, and customer preferences shift, it’s imperative to invest in software capable of withstanding these changes.
The software should possess the scalability and adaptability necessary to grow alongside your organization. When considering customer call center outsourcing, it’s crucial to select a provider that not only meets your current needs but can also adapt to future changes.
To assist in evaluating call center providers, we’ve assembled a comprehensive set of nine criteria in a table for your consideration.
Final thoughts
Contemporary customers demand outstanding support across multiple channels such as live chat, email, and phone. However, managing these diverse channels separately can strain your support team.
By leveraging call center software, your team can consolidate their omnichannel service endeavors into a single tool. This integration ensures a smoother experience for both customers and frontline representatives alike.
