Call Center Software: 2020 Buyer’s Guide

By Damjan Jugović Spajić
Last updated: September 7, 2020

Choosing which call center software to go for can be a daunting task. First of all, there are so many features and variants that when you first start looking into providers, you’ll probably be intimidated (don’t worry, everyone is). Secondly, making the wrong choice can be a very costly mistake. Switching over to a different provider, training both managers and agents to use new software, and managing potential hardware updates is expensive and time-consuming. To alleviate some of the stress of setting up your call center, we’ve made this buyer’s guide and reviewed the best options on the market. In doing so, we’ve gone through all the most important features to look out for and reviewed the 12 best call center software providers to help you pick the right one for you.

Check Out of Evaluation Methodology
Check Out Our Evaluation Methodology
read more
Check Out Our Short Reviews
Read Our Full Reviews
read more

Show More ↓

1. Bitrix24

  • 5GB of online storage
  • Unlimited number of users with Professional package
  • Great price for value

Bitrix24 is a blended CRM call center software solution. Its free package offers comprehensive call center services for companies with up to 12 agents. The paid cloud and on-premise packages bring more to the table, with the more expensive options providing more “seats,” storage space, and workforce management capabilities. This is one of the best and most robust offers on the market, especially considering the amazing free package covers all of your needs if you’re running a smaller call center.

read full review

Cloud packages

CRM+/Project+/Professional

On-premise packages

CRM/Business/Enterprise

Cloud cost

$0 - $159.20/month

On-premise cost

$1,490 - $24,990

Type

Blended call center

Hosting

On-premise and cloud

  • 5GB of online storage
  • Unlimited number of users with Professional package
  • Great price for value

Bitrix24 is a blended CRM call center software solution. Its free package offers comprehensive call center services for companies with up to 12 agents. The paid cloud and on-premise packages bring more to the table, with the more expensive options providing more “seats,” storage space, and workforce management capabilities. This is one of the best and most robust offers on the market, especially considering the amazing free package covers all of your needs if you’re running a smaller call center. Read full review

VISIT WEBSITE
Cloud packages

CRM+/Project+/Professional

On-premise packages

CRM/Business/Enterprise

Cloud cost

$0 - $159.20/month

On-premise cost

$1,490 - $24,990

Type

Blended call center

Hosting

On-premise and cloud

  • 5GB of online storage
  • Unlimited number of users with Professional package
  • Great price for value

2. TalkDesk

  • Great for large call centers
  • CRM integration
  • Useful features

TalkDesk’s call center management software is best-suited for larger call center companies in need of CRM integration and workforce management capabilities. Besides these features, TalkDesk also integrates with Zendesk, Slack, and Salesforce. There are two packages on offer: Professional and Enterprise. While Enterprise is the pricier, more advanced package, both are designed for larger call centers that require some of the more sophisticated features TalkDesk brings to the table.

read full review

Get Started

Show More

Packages

Professional/Enterprise

Monthly cost

Contact vendor

Hosting

Cloud

Type

Blended

  • Great for large call centers
  • CRM integration
  • Useful features

TalkDesk’s call center management software is best-suited for larger call center companies in need of CRM integration and workforce management capabilities. Besides these features, TalkDesk also integrates with Zendesk, Slack, and Salesforce. There are two packages on offer: Professional and Enterprise. While Enterprise is the pricier, more advanced package, both are designed for larger call centers that require some of the more sophisticated features TalkDesk brings to the table. Read full review

VISIT WEBSITE
Packages

Professional/Enterprise

Monthly cost

Contact vendor

Hosting

Cloud

Type

Blended

  • Great for large call centers
  • CRM integration
  • Useful features

3. Five9

  • Auto-dialing features
  • Flexible pricing
  • Good for small call centers

One of the biggest players in the market, Five9 is a very popular and trustworthy cloud call center software provider. Five9 only offers cloud-based call center services, with variable pricing determined by the number of agents you have. The software comes with auto-dialing/predictive dialing features, as well as automatic call distribution and integration with Salesforce CRM software. Due to its flexible pricing and features, Five9 represents a great choice for blended call centers of any size.

read full review

Get Started

Show More

Packages

Five9 Call Center

Monthly cost

Contact vendor

Hosting

Cloud

Type

Blended

  • Auto-dialing features
  • Flexible pricing
  • Good for small call centers

One of the biggest players in the market, Five9 is a very popular and trustworthy cloud call center software provider. Five9 only offers cloud-based call center services, with variable pricing determined by the number of agents you have. The software comes with auto-dialing/predictive dialing features, as well as automatic call distribution and integration with Salesforce CRM software. Due to its flexible pricing and features, Five9 represents a great choice for blended call centers of any size. Read full review

VISIT WEBSITE
Packages

Five9 Call Center

Monthly cost

Contact vendor

Hosting

Cloud

Type

Blended

  • Auto-dialing features
  • Flexible pricing
  • Good for small call centers

4. Zendesk

  • Multiple packages with different features
  • Affordable
  • Great customer support

Zendesk is a virtual call center software option with a range of packages designed for different communication channels. These different packages are configured for chat support, forums, inbound calls, and sales, as well as additional supplemental packages for reporting and analysis. Zendesk also has an omnichannel package for call centers that handle multiple modes of communication with their customers. Each package has multiple pricing levels, allowing you to pick out the exact package for your business needs.

read full review

Get Started

Show More

Packages

Talk/Sell/Zendesk Suite

Monthly cost

$0 - $149

Hosting

Cloud

Type

Blended

  • Multiple packages with different features
  • Affordable
  • Great customer support

Zendesk is a virtual call center software option with a range of packages designed for different communication channels. These different packages are configured for chat support, forums, inbound calls, and sales, as well as additional supplemental packages for reporting and analysis. Zendesk also has an omnichannel package for call centers that handle multiple modes of communication with their customers. Each package has multiple pricing levels, allowing you to pick out the exact package for your business needs. Read full review

VISIT WEBSITE
Packages

Talk/Sell/Zendesk Suite

Monthly cost

$0 - $149

Hosting

Cloud

Type

Blended

  • Multiple packages with different features
  • Affordable
  • Great customer support

5. Dixa

  • Good for big companies
  • Omnichannel support
  • Powerful features

Dixa is an omnichannel customer engagement platform provider. It’s among the pricier call center software for cloud that we’ve included our list, which is why we recommend that only companies that actually plan to use all of the offered support channels should opt for it. This provider has three packages to choose from, with more expensive packages offering quality of life improvements for software use as well as dedicated manager/agent training and technical support.

read full review

Get Started

Show More

Packages

Professional/Premium/Platinum

Monthly cost

$99 - $179

Hosting

Cloud

Type

Blended

  • Good for big companies
  • Omnichannel support
  • Powerful features

Dixa is an omnichannel customer engagement platform provider. It’s among the pricier call center software for cloud that we’ve included our list, which is why we recommend that only companies that actually plan to use all of the offered support channels should opt for it. This provider has three packages to choose from, with more expensive packages offering quality of life improvements for software use as well as dedicated manager/agent training and technical support. Read full review

VISIT WEBSITE
Packages

Professional/Premium/Platinum

Monthly cost

$99 - $179

Hosting

Cloud

Type

Blended

  • Good for big companies
  • Omnichannel support
  • Powerful features

6. LiveAgent

  • Affordable
  • PC-to-PC and phone-to-PC integrations
  • Excellent customer support channels

LiveAgent is technically help desk software, meaning it’s primarily meant for email, chat, and ticket support. However, the company does have its own cloud call center software for small business, which is available with their most expensive package. This call center service allows integration with standard phones or PC-to-PC and phone-to-PC calls. All customer interactions appear in one place when communicating with customers, making customer service much easier. Since LiveAgent’s call center package also includes all the features encompassed within its smaller chat and ticket packages, it becomes one of the cheapest options if you’re also in need of those customer support channels.

read full review

Get Started

Show More

Packages

All-Inclusive

Monthly cost

$39/per agent

Hosting

Cloud

Type

Blended

  • Affordable
  • PC-to-PC and phone-to-PC integrations
  • Excellent customer support channels

LiveAgent is technically help desk software, meaning it’s primarily meant for email, chat, and ticket support. However, the company does have its own cloud call center software for small business, which is available with their most expensive package. This call center service allows integration with standard phones or PC-to-PC and phone-to-PC calls. All customer interactions appear in one place when communicating with customers, making customer service much easier. Since LiveAgent’s call center package also includes all the features encompassed within its smaller chat and ticket packages, it becomes one of the cheapest options if you’re also in need of those customer support channels. Read full review

VISIT WEBSITE
Packages

All-Inclusive

Monthly cost

$39/per agent

Hosting

Cloud

Type

Blended

  • Affordable
  • PC-to-PC and phone-to-PC integrations
  • Excellent customer support channels

7. Avaya Contact Center

  • Automation features
  • Both cloud and on-premise
  • Full set of features

Avaya is a household name in the customer service industry and its product is considered to be one of the top call center software options. Used by a huge number of companies, Avaya offers cloud, hosted, and on-premise contact center packages. Due to the scope of packages on offer, we’ve decided to review the company’s most comprehensive call center package: Avaya Call Center Elite. This is an on-premise blended software solution that has all the features you might need in a call center app, including predictive dialing, automatic call distribution, auto-dialing, and skill-based routing. If you’re looking for a tried and true call center provider, Avaya is the one for you.

read full review

Get Started

Show More

Packages

Avaya Call Center Elite

Cloud monthly cost

from $25/per user

On-premise monthly cost

$500 - 1,000/per user

Hosting

Cloud and on-premise

Type

Blended

  • Automation features
  • Both cloud and on-premise
  • Full set of features

Avaya is a household name in the customer service industry and its product is considered to be one of the top call center software options. Used by a huge number of companies, Avaya offers cloud, hosted, and on-premise contact center packages. Due to the scope of packages on offer, we’ve decided to review the company’s most comprehensive call center package: Avaya Call Center Elite. This is an on-premise blended software solution that has all the features you might need in a call center app, including predictive dialing, automatic call distribution, auto-dialing, and skill-based routing. If you’re looking for a tried and true call center provider, Avaya is the one for you. Read full review

VISIT WEBSITE
Packages

Avaya Call Center Elite

Cloud monthly cost

from $25/per user

On-premise monthly cost

$500 - 1,000/per user

Hosting

Cloud and on-premise

Type

Blended

  • Automation features
  • Both cloud and on-premise
  • Full set of features

8. CrazyCall

  • No-fee international calls
  • Package comes with an auto-dialer
  • Great customer support

In case you’re running a sales call center, CrazyCall’s outbound call center software is definitely worth checking out. What separates CrazyCall from the competition is the ability to make international calls from a 1-800 number without any fees. This makes it ideal for any global sales campaigns you might be running. The software also comes with an auto-dialer, which is essential for any outbound sales call center, and you can add international phone numbers to the auto-dialler for a small fee. The downside to CrazyCall is that you have a limited number of call minutes per agent per month. However, you do get unlimited talk time to the US and Canada if you opt for the company’s most expensive package. If your call center focuses primarily on sales and the call limitations are not too restrictive for you, CrazyCall could help your business immensely.

read full review

Get Started

Show More

Packages

Starter/Team/Professional

Monthly cost

$11 - $45

Hosting

Cloud

Type

Outbound

  • No-fee international calls
  • Package comes with an auto-dialer
  • Great customer support

In case you’re running a sales call center, CrazyCall’s outbound call center software is definitely worth checking out. What separates CrazyCall from the competition is the ability to make international calls from a 1-800 number without any fees. This makes it ideal for any global sales campaigns you might be running. The software also comes with an auto-dialer, which is essential for any outbound sales call center, and you can add international phone numbers to the auto-dialler for a small fee. The downside to CrazyCall is that you have a limited number of call minutes per agent per month. However, you do get unlimited talk time to the US and Canada if you opt for the company’s most expensive package. If your call center focuses primarily on sales and the call limitations are not too restrictive for you, CrazyCall could help your business immensely. Read full review

VISIT WEBSITE
Packages

Starter/Team/Professional

Monthly cost

$11 - $45

Hosting

Cloud

Type

Outbound

  • No-fee international calls
  • Package comes with an auto-dialer
  • Great customer support

9. RingCentral

  • Great workforce optimization
  • Both for small businesses and enterprises
  • Great customer support

RingCentral has one of the most distinctive offers on our list. Its contact center packages are split into two groups: Small Business and Enterprise. The cloud based call center software packages we’ve focused in our review are the Enterprise ones. which are aimed toward call centers that are in need of more robust features like workforce optimization and reporting. Enterprise packages are further divided into three offers: Basic, for inbound calls; Advanced, for omnichannel customer support, and; Ultimate, which is meant for blended call centers.

read full review

Get Started

Show More

Packages

Basic/Advanced/Ultimate

Monthly cost

Contact vendor

Hosting

Cloud

Type

Blended

  • Great workforce optimization
  • Both for small businesses and enterprises
  • Great customer support

RingCentral has one of the most distinctive offers on our list. Its contact center packages are split into two groups: Small Business and Enterprise. The cloud based call center software packages we’ve focused in our review are the Enterprise ones. which are aimed toward call centers that are in need of more robust features like workforce optimization and reporting. Enterprise packages are further divided into three offers: Basic, for inbound calls; Advanced, for omnichannel customer support, and; Ultimate, which is meant for blended call centers. Read full review

VISIT WEBSITE
Packages

Basic/Advanced/Ultimate

Monthly cost

Contact vendor

Hosting

Cloud

Type

Blended

  • Great workforce optimization
  • Both for small businesses and enterprises
  • Great customer support

10. 8x8 Call Center Software

  • Free package option
  • Great customer support
  • Good for businesses with low-call volume

8x8 is one of the newer challengers to enter the small business call center software market. It’s also one of the few providers on our list that offers a free package. However, this free package - called Standard - comes with no free minutes for calls, meaning that while technically the software is free, the calls themselves won’t be. The next two packages - PRO and Ultimate - come with an increased number of free minutes and cheaper fees for additional ones. If you’re looking for a good and easy-to-use call center software to try out or use, 8x8 could prove a valuable choice.

read full review

Get Started

Show More

Packages

Standard/PRO/Ultimate

Monthly cost

Contact vendor for quote

Hosting

Cloud

Type

Blended

  • Free package option
  • Great customer support
  • Good for businesses with low-call volume

8x8 is one of the newer challengers to enter the small business call center software market. It’s also one of the few providers on our list that offers a free package. However, this free package - called Standard - comes with no free minutes for calls, meaning that while technically the software is free, the calls themselves won’t be. The next two packages - PRO and Ultimate - come with an increased number of free minutes and cheaper fees for additional ones. If you’re looking for a good and easy-to-use call center software to try out or use, 8x8 could prove a valuable choice. Read full review

VISIT WEBSITE
Packages

Standard/PRO/Ultimate

Monthly cost

Contact vendor for quote

Hosting

Cloud

Type

Blended

  • Free package option
  • Great customer support
  • Good for businesses with low-call volume

11. Ytel

  • Great for blended call centers
  • Affordable
  • Automatic DNC list compliance

Ytel is a handy outbound and inbound call center software solution with a simple pricing plan; it will cost you $99 per agent per month. As is usual for blended call centers, the software comes with predictive dialing and automatic call distribution. It also comes with automatic DNC list compliance, meaning you won’t have to manually compare your leads list to do-not-call lists. You can further purchase SMS services or local phone numbers to improve your campaigns. If you’re looking for blended call center software, Ytel is certainly one of the cheaper options on our list.

read full review

Get Started

Show More

Packages

Ytel Call Center

Monthly cost

$99

Hosting

Cloud

Type

Blended

  • Great for blended call centers
  • Affordable
  • Automatic DNC list compliance

Ytel is a handy outbound and inbound call center software solution with a simple pricing plan; it will cost you $99 per agent per month. As is usual for blended call centers, the software comes with predictive dialing and automatic call distribution. It also comes with automatic DNC list compliance, meaning you won’t have to manually compare your leads list to do-not-call lists. You can further purchase SMS services or local phone numbers to improve your campaigns. If you’re looking for blended call center software, Ytel is certainly one of the cheaper options on our list. Read full review

VISIT WEBSITE
Packages

Ytel Call Center

Monthly cost

$99

Hosting

Cloud

Type

Blended

  • Great for blended call centers
  • Affordable
  • Automatic DNC list compliance

12. VICIdial

  • Free to use
  • Great for blended call centers
  • Predictive dialing

VICIdial is an open-source call center software that’s free to use without any hidden charges. It comes with call recording, predictive dialing, and can support hundreds of users. VICIdial is meant for blended call centers, meaning it can support both inbound and outbound calls. However, being free, it does lack some more advanced features and is not the most aesthetically pleasing software out there. Still, if your company is on a tight budget, you could reduce expenses by using this call center software open source solution.

read full review

Get Started

Show More

Package

Open-Source Contact Center Suite

Cost

Free

Hosting

On-premise

Type

Blended

  • Free to use
  • Great for blended call centers
  • Predictive dialing

VICIdial is an open-source call center software that’s free to use without any hidden charges. It comes with call recording, predictive dialing, and can support hundreds of users. VICIdial is meant for blended call centers, meaning it can support both inbound and outbound calls. However, being free, it does lack some more advanced features and is not the most aesthetically pleasing software out there. Still, if your company is on a tight budget, you could reduce expenses by using this call center software open source solution. Read full review

VISIT WEBSITE
Package

Open-Source Contact Center Suite

Cost

Free

Hosting

On-premise

Type

Blended

  • Free to use
  • Great for blended call centers
  • Predictive dialing

Related Products and Services

Best of the Best Awards

Methodology and Features

Pricing

The first thing everyone wants to know when choosing any service, including call center software solutions, is “How much will it cost me?” Well, there’s no easy answer as the software in question has a multitude of potential features that you might or might not require. The price, of course, depends on how many of these features each package offers.

The first metric that can affect software pricing is the number of employees (agents) that will be using the software. In this case, the more agents you have, the more you’ll pay every month. This payment plan is mostly reserved for hosted or cloud-based packages.

The second metric for call center software pricing is the hosting type you opt for. On-site software is the most expensive option of the three, as you’re buying off the software instead of “renting” it out. The pricing for on-site software can range anywhere from $1,500 to $50,000. While you won’t pay a fee based on the amount of users you’ll have, on-site packages do sometimes limit the maximum number of users or so called “seats” per package.

As we’ve already mentioned, hosted or cloud-based software is initially much cheaper. Instead of paying a larger sum of money upfront, as is the case with on-site software with call centers, you’ll pay a monthly fee to use a cloud-based service. The monthly pricing almost always depends on the number of users; you’ll pay a certain amount of money to call center software companies per month per user.

Pricing, of course, differs between providers and the features which are included in each package but the average paid package costs between $15 and $25 per user per month. Cloud-based software is the name of the game now, and most hosted software is now switching to the cloud, which is cheaper for smaller businesses. However, if you have a larger number of employees, the monthly price of hosted/cloud call center software can inflate, going over the price for on-premise systems. Furthermore, hosted software is paid monthly, so after a certain amount of time it is almost certain to end up costing you more.

To sum it up, if your company needs fewer software “seats”, doesn’t have enough starting capital, and might have constantly changing workloads and needs, then you should certainly go for hosted or cloud-based software. On the other hand, if you have a large number of employees, want full control of your software, are not lacking in capital, and have a dedicated IT team, then you should choose on-premises software.

Both web-based call center software and on-site systems usually come with discounts if you sign yearly contracts or have a large number of employees. Therefore, it pays off to sign a longer contract if you’re certain you’re content with how the software you’ve chosen performs. Most software options on our list come with a free trial, so you can try them out before committing.

Luckily, a lot of companies also offer free call center solutions. They are, of course, limited when compared to paid packages. Free call center software usually comes with smaller user limits, less storage space, and a lack of robust workforce management and CRM features. However, they’re a great chance to try out this kind of software before buying. If you’re running a small call center, they might even completely satisfy your business needs.

Besides these metrics, there are features that affect pricing. These tend to differ greatly among providers. In this subsection, we’ve described the main price differentiators, which should also help you out when choosing which software to implement in your call center. In each call center software review, we’ll show exactly what kind of features and pricing each provider offers and compare it to other providers on our list.

Outbound or inbound

Call centers are divided into two main groups: outbound and inbound.

Outbound call centers typically initiate calls to customers. They’re mostly used in telemarketing, fraud prevention, surveys, debt collection, or for offering subscription renewals and account upgrades. Outbound call centers are frequently outsourced to cut costs. If you’re running an outbound call center, one of the most important features to look for is an auto-dialer.

Auto-dialers enable your software to automatically call leads/prospects/customers, eliminating the need for agents to call each person manually. More robust call center dialer software also filters out no answer calls and immediate hang ups so that only live calls actually reach the agents. An auto-dialer is basically a must-have for sales operations or for any business that needs to reach a large number of clients, as it greatly reduces time spent outside of calls and improves efficiency. However, you should always check whether you’re compliant with the ever-changing state and federal laws concerning cold calling with auto-dialers. Furthermore, if your software keeps calling the same leads, you might annoy your prospective clients and even leave yourself exposed to a lawsuit.

Inbound call centers, on the other hand, primarily receive calls. These are usually reserved for customer support, scheduling, complaints, or taking phone orders for vendors.

The main functionality inbound call centers need is automatic call distribution (ACD). An automatic call distributor system distributes incoming calls to available agents. This system can usually be fine-tuned to distribute calls from certain sources only to agents with the appropriate training and skillset.

Automatic call distribution is a must for customer service call center software, especially for business that take large numbers of inbound calls. ACD makes sure calls go to the right agents, shares leads fairly to give all agents the same opportunities, and redirects calls in case a certain office is closed.

It helps companies - in particulars their salespeople - efficiently direct inbound calls. ACD is designed to handle fluctuating call volume, both throughout individual days and seasonally.

Blended call centers - which combine both inbound and outbound capabilities - are becoming more and more popular. These typically use a combination of predictive dialing and automatic call distribution, where the software continuously calls leads/customers and connects calls to an agent when a live person answers. In between outbound calls, agents answer any inbound calls that may occur. This maximizes employee efficiency, as there’s practically no down time between calls or when switching between inbound and outbound.

Most of the software on our list has both inbound and outbound features. Read through our reviews to see exactly which features each provider offers to see which one would best suit your business needs.

CRM integration

The best call center software offers, besides the usual call features, CRM integration possibilities. This is call center CRM software that allows agents to immediately access all customer information and previous interactions with that customer across all channels - email, calls, and other methods of communication you might have. This enables your agents to easily help out customers by providing them with information on what they or their colleagues have already spoken about with the customer. This removes the need to go over previous interactions every time the customer calls, reducing call frequency and time spent on calls, and improving customer satisfaction.

In our reviews, we’ve looked into the CRM integration features each provider offers. These are features you really want your call center software vendors to provide because they’ll mean customers won’t have to explain their problem again each time they call.

Workforce management

Besides CRM integration features, more advanced call center software solutions offer workforce management options. Workforce management has a host of benefits for owners and managers. First of all, it allows you to create shift schedules, track hours worked, and assign tasks to agents based on forecasting. Forecasting is another workforce management feature allowing you to predict workload and interaction volume across all channels based on previous interaction data. This in turn allows managers to fine-tune which agents and how many of them should be placed on each channel and task. For example, if on average you experience the highest call volume between 3 pm and 5 pm, these automation features allow software managers to put more agents on call duty during that time.

Workforce management capabilities greatly improve call center software utility, streamline workflow, and improve efficiency. For these reasons, the very best call center software solutions always offer at least some workforce management options.

Reporting

Reporting features are crucial for any call center, especially if you’re running sales operations. This feature allows software to create various reports on call center metrics that managers can keep track of. This in turn enables managers to see which customer support or sales segments are performing well and which are falling behind. Creating long-term business improvement plans and effectiveness monitoring is practically impossible without reporting functions. Let’s look at some of the standard reports/metrics you need to track when running a call center (and when choosing call center software providers).

Service level is a metric that shows (in percentages) the number of calls your agents answer in a specific time period. This metric is used to measure agent productivity and how quickly they resolve calls and move on to the next ones. It is shown in percentages within a time period measured in seconds. For example, 50% of calls are answered in a 30-second window. If your call center quality monitoring software shows a poor service level, it could mean any of three things: your employee productivity is low, your customer service infrastructure is lacking, or you need to hire more employees for that call volume.

Customer satisfaction is a general measure of how happy customers are with your service. This is usually measured through after-call surveys. These surveys are sometimes included in the software. If not, you’ll have to use additional tools to gather this information.

Call abandonment rate is the number of calls that are abandoned or terminated by customers before they reach any of your agents. This metric also demonstrates customer satisfaction with your service, as you can see exactly how many hang up before reaching your employees. Call abandonment is usually the result of longer wait times or outdated software. In this case, you should either get more agents to answer calls or buy updated call center system software.

Average handling rate is the main metric to keep an eye out for when looking at call handling productivity levels. This rate shows, on average, how much time agents need to finish a call, from the point they answer the call to when they hang up. Of course, all call center managers try to keep their AHR as low as they can, as this means agents can answer more calls and resolve more issues in less time.

Average speed of answer is, as the name suggests, the amount of time your agents take to answer a call once it actually reaches them. If this rate is on the higher side (ideally the average should be a few seconds), then your agents are responding too slowly, their software is unresponsive, or they have a very high workload that forces them to take more breaks.

First-call resolution rate represents the percentage of customer issues your agents resolve on the first call or interaction. Good first-call resolution rates in call center reporting software are a sure sign of agent productivity and effectiveness. Being able to help out customers or resolve any problems in one call is also sure to maintain or improve your customer retention rates.

Occupancy rate shows how much time agents spend on calls and after-call work. This is used to measure how much office time agents are actually spending on work and how much on non-work related tasks.

Here we’ve listed some, but not all, of the most important reports you need to keep track of when running a call center. In turn, these are also the reporting features you should look for when choosing the best call center software for your business. Hence, for our virtual call center software reviews, we’ve looked at which reporting features each provider offers (where this info is provided) in order to create detailed reviews of all the providers on our list.

Types of call center software

Before you start looking into which call center software you should choose for your company, you need to become familiar with different types on offer. Each type of call center software comes with different advantages and is best-suited to companies or specific sizes and needs. The main difference between these programs is where they’re hosted. The three hosting types of software for call centers are: on-site, hosted, and cloud-based call centers.

On-site call center agent software is software that your company keeps on your own servers. This means you have more direct control over your software setup, as you can make any necessary changes directly without having to contact the provider. The same goes for technical and other problems that may arise. Instead of waiting for the provider’s customer support team to help you out, you can immediately make any needed repairs, corrections, or adjustments.

Of course, this can also be a downside; if your employees can’t solve the problem, looking for outside help can be very time-consuming. For this reason (and for general software tuning and upkeeping needs), you need a dedicated and competent IT team. As such, on-site software is suitable for larger companies that have the infrastructure and workforce to handle these systems on their own. The pricing for on-site systems is higher upfront, but can work out cheaper if you have a larger call center. Check out our pricing subsection below for more information.

Hosted systems, on the other hand, are systems that are not hosted on-premises, but by the providers themselves. This means that the whole service is hosted off-site on remote servers handled by the providers. They are responsible for maintaining the service as well as providing support and resolving any service-related issues. You don’t pay for hosted call center systems upfront, but instead pay a monthly fee (usually per user) to access the remote call center software via an internet connection.

Hosted software tends to be cheaper, unless you have a large company. The advantage of hosted systems is that you delegate the responsibility for maintaining and upkeeping the service to the providers and you can get the software up and running quicker than you would by setting it up yourself. It also means you don’t need a dedicated IT team to keep an eye on the system constantly, which cuts company costs and frees up employees to handle other tasks.

Cloud-based (or virtual) call center software applications are basically a subtype of hosted services. There are two main differences between cloud-based systems and hosted systems in general. The first is obvious - these systems are not kept on physical servers, but are kept on the cloud and are accessible from anywhere. The second difference is that they capitalize on the interconnectivity and accessibility of cloud systems. Therefore, cloud-based software is best-suited for business with varying workloads and customer service needs. By using cloud-based call center software, you can quickly adapt to the changing needs of your business without worrying about the IT costs of changing your setup. Like hosted systems, cloud-based call center software could pay off most for smaller businesses. That’s because cloud solutions tend to be the cheapest and do not require a dedicated IT team.

We look at which kind of hosting each listed provider offers and examine how pricing varies by hosting package. Our advice is to carefully read what each type of hosting brings to the table and compare it to pricing and other metrics we’ve covered in our research to ensure you make the best possible choice for your company.

Other features to look out for

In this subsection, we’ll list other features that are important when choosing call center software, each with a short explanation. Hopefully this will help you navigate the complex niche of call center providers and their offers.

Call barging - the ability for managers to discreetly listen in on ongoing calls. This is especially useful for checking agent performance and/or when customers become aggressive. It usually comes with call center quality monitoring software.
Warm transfer - a call center function that allows two agents to speak with each other before transferring a call to one another, without the third party hearing the interaction.

After call work - a short time after each call during which the agent can wrap up all call-related issues. During ACW, the agent is not in the call queue.

Hold with music - a small but useful function that plays music to customers on while they’re on hold, so as not to leave them waiting in silence.

Local phone numbers - a feature that gives you access to local phone numbers for the state you’re calling customers in. This increases your trust factor with customers, as foreign or out-of-state numbers may cause suspicion among prospective clients.

Call recording - the ability to record interactions. This is usually used for quality assurance and for reference in future interactions.
Call masking - a feature that enables you to mask your call center number to appear as your personal mobile phone. This is a great feature when customers are expecting you to call them from your personal number.
Quality monitoring - the ability to create detailed reports that help you monitor your team’s performance.

Predictive dialing - one of the most useful call center tools for software designed for outbound calls. Predictive dialing compares the list of leads you have to your Do Not Call list and blocked numbers, then dials up to five numbers for each agent at once. The first one to connect to a live person then reaches the agent. This feature is mostly used in sales.

Business hours - allows you to set up specific business hours for your call center. With this feature, you can choose when, where, and how you want to receive calls. When customers call outside of your business hours, you can create a message telling them to call again later.

Top 12 Call Center Software Options

  • 1. Bitrix24
  • 2. TalkDesk
  • 3. Five9
  • 4. Zendesk
  • 5. Dixa
  • 6. LiveAgent
  • 7. Avaya
  • 8. CrazyCall
  • 9. FreshCaller
  • 10. Knowmax
  • 11. Ytel
  • 12. VICIdial

Best Call Center Software Reviews

Key Features
  • User interface - Excellent
  • Voice quality - Good
  • User reviews - Excellent
Additional Features
  • Free plan supports 12 users
  • Multiple additional features
  • Affordable

Overview

Bitrix24 is a powerful CRM/call center calling software provider that offers both on-site and cloud hosting. The company’s packages allow you to fine-tune to the tiniest detail exactly what you want from your software.

What’s on offer

Bitrix24’s cloud-based plans are: Free, Special Plans (CRM+ and Project+), and Business (Standard and Professional).

The Free plan supports up to 12 concurrent users and offers up to 5 GB of online storage. Besides basic call features, you gain access to pipeline and project management, as well as payment processing and invoicing. This plan is an excellent starting point for smaller businesses and entrepreneurs who are just entering the market and still handle light workloads.

The CRM+ and Project+ plans (both $55.20 per month) are focused, as their names suggest, on CRM capabilities and project management, respectively. These call center software prices do not depend on the number of users, but that number is capped – six users for CRM+ and 12 for Project+. Both also give you access to basic CRM features, but the more robust CRM options are reserved for the CRM+ package.

As for the Business plans, Standard ($79.20 per month) and Professional ($159.20) further increase CRM capabilities and add more workforce management options. The Professional package removes limits on almost everything, including the number of concurrent users.

The on-premise offer consists of three packages: Bitrix24.CRM, Business, and Enterprise – costing $1,490 per month (capped at 12 users), $2,990 (for 50 users, price rises with more users) and $24,990 (for 1,000 users, price also scalable). 

What we think

Bitrix24 has just about everything: CRM capabilities, workforce and project management, and robust call features. We particularly love that the company offers a completely free package for up to 12 users. If you’re looking for call center software, Bitrix24 is surely one of the best options out there.

Key Features
  • User interface - Good
  • Voice quality - Excellent
  • User reviews - Excellent
Additional Features
  • Round-the-clock customer support
  • Cloud-based
  • Analytics included

Overview

TalkDesk is comprehensive cloud-based call center routing software. Beyond regular call center functionality, it offers workforce management and CRM integration capabilities.

What’s on offer

TalkDesk has two contact center packages on offer: Professional and Enterprise. Professional is the standard, cheaper package that offers everything needed for blended call centers. This includes automatic dialing through Callbar as well as call routing based on IVR (interactive voice response – an automatic system that gathers data from callers and routes them appropriately), CRM information, and a range of other metrics. The Professional package also brings effectiveness reporting features and real-time call center analytics software, allowing managers to keep track of agent performance, call volume fluctuations, and more. Talkdesk also prides itself on superior network infrastructure, which leads to great connection quality. Additionally, you gain access to SMS after-call surveys to measure customer satisfaction.

The Professional package also offers other quality-of-life and workforce management features: call barging, blocking, warm transfers, callbacks from queue, and unlimited call recording. Furthermore, TalkDesk offers easy integration with CRM and communication software like Zendesk, Salesforce, and Slack. 

On top of everything you get in the Professional package, the Enterprise offer includes advanced reporting features, round-the-clock customer support via email or phone, and access to APIs and SDKs that allow you to add Talkdesk functionality to your own software and tools.

The vendor doesn’t publish the prices of either of these packages; you’ll need to fill out a short form to get a quote.

What we think

With its selection of well-rounded packages, TalkDesk is one of the top call center software vendors on the market. Not only do you get all the necessary call features, but it also comes with advanced reporting and workforce management features, too. Taking all this into account, it’s surely a great choice for any blended call center. Be sure to get in touch with TalkDesk to get an exact quote.

Key Features
  • User interface - Good
  • Voice quality - Excellent
  • User reviews - Excellent
Additional Features
  • Omnichannel communication
  • CTI, IVR, and ACD features
  • Great sound quality during calls

Overview

A vendor you’ll probably find on every call center software list, Five9 is a blended contact center with a strong accent on improving agent productivity and customer satisfaction.

What’s on offer

Five9 allows you to communicate with existing and prospective customers through all possible channels. The company’s software supports outbound and inbound calls, as well as omnichannel communication via email, chat, mobile, and social media.

For inbound calls, Five9 offers CTI, IVR, and ACD features to make sure all calls are correctly routed and distributed to the appropriate agent. For outbound, Five9 comes with an auto-dialer, as well as predictive and progressive dialing. It also offers call holding, blocking, warm and cold transfers, call recording, and barging.

Five9 also comes with CRM options and integration, allowing agents to see all previous interaction with a caller once they make contact. The company’s auto dialer software for call center software automatically recognizes answering machines and no-answers. This means that only calls that are answered by a live person will be patched through to your agents.

This software is cloud-based, meaning you can access it with just a computer and an internet connection. As for network infrastructure, Five9 offers great sound quality during calls.

You won’t find any pricing information on the website, but you can quickly get a quote by contacting the vendor and providing some basic information, including the amount of seats you’ll need use (the minimum is three). Five9 also integrates seamlessly with CRM software like Zendesk and Salesforce.

What we think

Five9 comes with all the features you might need when running a call center. It’s cloud-based, flexible, and provides omnichannel support. However, it can be pricey, especially if you go for one of the advanced options. Therefore, if you’re running a smaller call center, you might want to look for a cheaper option.

Key Features
  • User interface - Excellent
  • Voice quality - Good
  • User reviews - Excellent
Additional Features
  • Free trial available
  • Automation software
  • Premium packages allow for CRM integration

Overview

Zendesk is a cloud-based, cheap call center software provider that offers a wide range of packages, each tailored to the needs of different types of call centers.

What’s on offer

Zendesk has service packages for each channel of communication: Support (for tickets), Chat, Talk (phone support), Sell (for sales campaigns), and Zendesk Suite, which includes all support packages except the Sell option. In our reviews, we’ve focused on the packages designed for call centers in particular: Talk, Sell, and Suite.

Zendesk Talk is aimed at those who provide customer support over the phone. The first package in this group, Talk Lite, is completely free. However, you’re limited to only one phone number. It also comes with automatic ticket creation, call recording, and voicemail transcription. 

Prices for other packages in the Talk group range from $19 to $89 per agent per month. More robust features, such as call blocking, callbacks from queue, and reporting and analytics become available with the Professional package, which starts at $49 per agent per month. There is a free trial available for the first three packages (Lite, Team, and Professional) if you want to see how effective the software is.

Zendesk Sell  is surely among the best outbound call center software options for outbound call centers running sales campaigns. While the Talk package has starting prices that vary according to the features included, prices for packages in the Sell group are fixed and depend on the number of seats you require. These prices range from $19 to $199 per seat per month. The first package in the Sell group – Team – includes mobile CRM, a customized sales pipeline, email integration, basic sales recording, and call recording. The pricier packages allow you to integrate with software like Zapier and HubSpot, advanced reporting and analytics, and more advanced sales pipelines. Be sure to check out package comparisons on Zendesk’s website.

Lastly, we have the Zendesk Suite group, which provides two options for omnichannel support centers: Professional, which costs $89 per agent per month, and Enterprise ($149 per agent per month). Both Professional and Enterprise offer support capabilities through all channels, as well as reporting and analytics. In addition to everything included in the Professional package, Enterprise also includes call center automation software,  24/7 support, roles and permissions, skill-based routing, and chat widget unbranding (removing the Zendesk logo from the chat widget).

What we think

Zendesk is a great call center provider with clear-cut packages based on the aims of each kind of call center. This makes choosing a package much easier, as does the fact that Zendesk declares all its prices upfront. This gives you a clear idea of how costly the software will be without having to contact the vendor and wait for a response.

Key Features
  • User interface - Good
  • Voice quality - Good
  • User reviews - Excellent
Additional Features
  • Third-party software integration
  • Agent and manager training for a fee
  • Customer satisfaction surveys

Overview

Dixa is another cloud-based omnichannel call center phone software provider for companies of all sizes. There are three different packages tailored to suit the needs of call and contact centers of all sizes.

What’s on offer

There are three different Dixa call center solutions to choose from: Professional, Premium, and Platinum. These packages cost $99, $139, and $179 per agent per month respectively. The minimum number of seats you can buy for any package is eight.

All of these packages allow omnichannel customer support, including both inbound and outbound calls. You also gain access to customer satisfaction surveys, conversion and agent metrics, and core API features. Dixa also integrates with a multitude of third-party software; we thoroughly recommend that you check the full comparison table on Dixa’s website. However, call barging, call center recording software, advanced transfer features, phone and live chat support, and internal calls are omitted from the first package – you’ll have to go for Premium or Platinum in order to access those features. For an additional fee, Dixa will provide you with onboarding, as well as agent and manager training.

What we think

Dixa’s call center software is without a doubt powerful and effective. However, with a minimum of eight seats, steeper pricing, and more advanced features reserved only for the two pricier packages, it doesn’t quite match it with those companies at the top of our list.

Key Features
  • User interface - Good
  • Voice quality - Good
  • User reviews - Excellent
Additional Features
  • Great for full contact centers
  • IVR included
  • Excellent knowledge base for a fee

Overview

Until recently, LiveAgent was a help desk solution that lacked voice communication options. However, the company recently launched a new All-Inclusive package that includes cloud call center solutions. Let’s look at how it fares against the competition.

What’s on offer

Besides cloud call center features, the All-Inclusive package also encompasses everything provided in the two smaller LiveAgent packages, which are geared towards ticket and chat support. This call center support software includes features like email ticketing, contact forms, automation, live chat, and customer feedback.

This is advantageous if you’re running a full contact center and need software for those communication channels. However, if you’re planning on running a voice-only call center, there probably are cheaper options for you.

The All-Inclusive package costs $39 per user per month. It comes with IVR, call routing and transfers,unlimited call recording and storage, and some light workforce management options like gamification. Like most cloud-based call center software, you only need a PC and an internet connection to use LiveAgent. However, it can also be connected to hardware phones.

For extra fees, you can add features like additional knowledge bases and the removal of the LiveAgent logo from forms and chat bubbles. These additional services each cost $19 per month.

What we think

LiveAgent’s new call center software offer is pretty decent, but it still lacks more advanced features for workforce management and an auto-dialer for outbound calls (since this software is primarily meant for providing customer support). Still, it’s a great option for any customer support center that plans to use email and ticket channels.

Key Features
  • User interface - Excellent
  • Voice quality - Excellent
  • User reviews - Excellent
Additional Features
  • Workforce management features
  • Great for large call centers
  • Real-time reporting

Overview

Avaya is one of the stronger competitors in the call center market, with a decade-long history of providing trustworthy communication services. This company offers one of the best VoIP call center software and is definitely worth considering, no matter the size of your call center.

What’s on offer

Avaya offers both cloud-hosted and on-premise call center software. As is standard for the industry, cloud-based software is billed on a monthly basis. However, one of the features that separates Avaya from other providers is that you can pay for on-site software either upfront or through a subscription model. The market standard for on-premise software is to pay for it completely upfront.

The prices themselves are not presented on the provider’s website; you need to contact the provider through an online contact form to get a quote. Some third-party websites report that the prices for cloud-hosted software start from $25 per user per month upwards, and that the upfront price for on-premise systems range from $500 to $1,000. Still, the safest option is to contact the provider directly, since these prices are constantly changing and always depend on the exact number of users you want and the features you need.

Avaya is designed for blended call centers; it possesses all the required call center quality assurance software features for both inbound and outbound calls. For inbound calls you get automatic call aistribution, skill-based routing, IVR , and queue management – all the features you need to properly handle and distribute any volume of incoming calls among your agents.

For outbound calling, there’s an auto-dialler, progressive and predictive dialling, and outbound IVR – which streamlines the process of making outbound calls from your list of leads.

There are workforce management features on offer, too. You’ll get access to real-time reporting, customized reports, call recording, and barging. Avaya also integrates with CRMs like Salesforce in order to further improve your efficiency and customer satisfaction.

What we think

There’s really nothing that Avaya Call Center Elite lacks. You have all the necessary features for both inbound and outbound calls, as well as reporting and workforce management. The only downside to Avaya is that it offer too much in case you want to run a small call center that focuses only on one type of customer service. Still, it doesn’t cost you anything to contact the company and get an exact quote for your business.

Key Features
  • User interface - Fair
  • Voice quality - Good
  • User reviews - Good
Additional Features
  • Call recording and monitoring
  • Great for outbound sales campaigns
  • IVR included

Overview

CrazyCall provides call center software geared primarily towards outbound sales campaigns. Auto-dialling, toll-free international calls, and domestic phone numbers for a huge selection of states all contribute to making CrazyCall an awesome choice for any company that focuses on international sales.

What’s on offer

You have three CrazyCall packages to choose from: Starter, Team, and Professional. The call center software cost for these packages are $11, $22, and $45 per user per month. What CrazyCall really brings to the table, however, is free international calls to 123 countries. The software comes equipped with an auto-dialer, which enables you to reach a large number of customers around the world.

Other features include call recording, call monitoring, IVR, and access to the CrazyCall mobile app. Since this software works for international calls (as well as the US and Canada, of course), CrazyCall provides cheap and toll-free local numbers for all the states it supports. This is useful for increasing customer trust, as people will be less suspicious if you call them from a local number, especially during cold calling campaigns.

The biggest downside to CrazyCall is that you have quite harsh limits on call times for each agent. The Starter package gives you only 200 minutes per agent per month, while the Team plan offers 500 and the Professional package comes with 1,250. Thankfully, the Professional package also comes with unlimited minutes for the US and Canada, as well as customer reports and the ability to create IP whitelists. These three packages also differ in the number of simultaneous projects you can run and the length of time you can save files in your data storage.

What we think

CrazyCall is a niche choice that’s specifically designed for outbound sales campaigns. However, it excels in this field, allowing you to call clients almost anywhere in the world without any extra charges. The only major downside is the limitation on call minutes, which can be offset by upgrading to the Professional package.

Key Features
  • User interface - Excellent
  • Voice quality - Good
  • User reviews - Fair
Additional Features
  • Advanced IVR and ACD
  • Analytics features
  • Full-featured

Overview

Yet another popular virtual call center software program on our list, RingCentral has a multitude of packages aimed both at small-medium businesses and larger ones that require more advanced features. The packages we’ve reviewed here fall into the company’s Enterprise category. This group includes packages that offer workforce management, analytics, and reporting.

What’s on offer

RingCentral’s Enterprise offer includes the Basic, Advanced, and Ultimate packages.

The Basic package is meant only for inbound call centers. It comes with standard IVR and call distribution features.

The Advanced package has advanced IVR and ACD. It also provides omnichannel support via voice, email, chat, SMS, and social media. However, like the Basic package, this option lacks outbound features, as it’s primarily used by inbound customer support centers.

The Ultimate package is perfect for blended call centers. Aside from all the inbound features included in the Advanced pack, it also offers preview dialing, predictive dialing, progressive dialing, and campaign management.

RingCentral also offers call center staffing software options, as well as workforce management, reporting, and analytics. However, opting in for these add-ons increases your monthly fee. Pricing for RingCentral’s software is not displayed on the website – you’ll have to get in touch with the company’s sales reps to get an exact quote.

What we think

RingCentral offers feature-rich, trustworthy software across three clearly differentiated packages. It’s perfect for companies that are certain which features they need.

Key Features
  • User interface - Fair
  • Voice quality - Good
  • User reviews - Good
Additional Features
  • Real-time analytics
  • Affordable packages
  • Call monitoring

Overview

8×8 is relatively new online call center software meant for both outbound and inbound calls. It’s one of the few vendors on our list that offers a free package.

What’s on offer

8×8 has three suites to pick from: Standard, Pro and Ultimate. Let’s go over the features that are included in all three packages.

Each package supports both inbound and outbound calls and includes predictive dialing, IVR, skill-based routing, and real-time analytics. For quality assurance, you get access to call monitoring and call recording. 8×8’s software integrates with Zendesk and allows CRM integration. The company even has its own CRM, which you can use for an additional fee.

The Standard package is free, while the Pro and Ultimate packages start from $50 and $75 per user per month respectively. This ranks it among the cheapest call center software on the market.

While the Standard package is nominally free, you’ll see that the costs can quickly add up; it comes with 0 free minutes of talk time, and you’ll have to pay 4c per minute for any calls your agents do make or take. The Pro and Ultimate packages come with 2,000 and 3,000 free minutes respectively. For these plans, additional minutes will cost you 3c or 2c, depending on the package.

The larger packages also allow you to store calls you’ve recorded for a longer time and come with better customer support options.

What we think

8×8’s offer is pretty standard, really; it includes all the features you need to successfully run an outbound or inbound call center. The free package also gives you a great opportunity to try out the software, although the costs can quickly pile up if you have a high call volume.

Key Features
  • User interface - Good
  • Voice quality - Excellent
  • User reviews - Good
Additional Features
  • Well-designed interface
  • Agent-scripting
  • Local SMS messages

Overview

Ytel’s offer consists of a single cloud-based call center solution that covers all your needs when running a blended call center.

What’s on offer

Ytel Contact Center is call center VoIP software that costs $99 per agent per month. It is primarily designed to provide omnichannel customer support, but can also handle sales campaigns as it supports both inbound and outbound calls. It features call recording, skill-based routing, agent scripting (the ability to create predefined response scripts for agents inside the software), and local phone numbers. Furthermore, Ytel Contact Center’s software automatically checks your call lists and compares them to the state/federal DNC lists to make sure you’re compliant. This is a very useful feature as you’re usually obliged to check those lists yourself, which takes up time.

Furthermore, Ytel offers toll-free numbers, local SMS messages, and local numbers for an additional fee.

What we think

Ytel has a simple, comprehensive offer for blended call centers. The software is neatly designed and easy to use. If you’re interested, visit the company’s website to check out all the details.

 

Key Features
  • User interface - Fair
  • Voice quality - Good
  • User reviews - Fair
Additional Features
  • Agent scripting
  • Simple to use
  • CRM integration

Overview

VICIdial is the only completely free call center software on our list. It offers an open-source, hosted call center solution that handles both inbound and outbound traffic.

What’s on offer

VICIdial is an immensely popular call center solution made to support blended call centers. This software’s list of features is impressively long – you can check it out in full here. It encompasses all the crucial features: outbound/inbound call handling, skill-based routing, agent scripting, call recording, CRM integrations, and more.

VICIdial doesn’t offer hosting for its free open-source software; you’ll have to download and manage the client yourself. However, there is a hosted call center solution that costs $1,000 for setup and for the first month, then $400 for each subsequent month. This price isn’t affected by the number of agents you have.

Since the open-source version is free, its UI is not the prettiest. However, it does have all the required features and can be a life-saver for call center companies on tight budgets.

What we think

Seeing as it’s the only completely free call center software open source provider on our list that doesn’t lack any core features, we thoroughly recommend VICIdial. However if you’re looking for more robust features and/or prefer a prettier interface, you should opt for one of the other software providers we’ve reviewed.

Frequently Asked Questions

How much does call center software cost?

Several call center software providers offer free packages, but these are usually limited. Paid packages will cost you anywhere from $10 per user per month, with some prices ranging up to nearly $100 per user per month. Cloud software is cheaper than on-premise alternatives, at least initially. Check out our on-premise and cloud call center software comparison to see the exact price ranges and work out which option is best for you.

What is the major difference between a call center and contact center?

The main difference between call centers and contact centers is in the scope of communication channels they use. While call centers focus on inbound and outbound calls, contact centers also encompass email, chat, and support tickets.

What is the best call center software?

There’s no correct answer to this question, as it depends on what you need most from your software. Providers might have offers tailored towards customer support centers, sales centers, or omnichannel customer support, or a mix of all of these. Take a look at our buyer’s guide and reviews to see which option best suits your needs.

How does call center software work?

Call center applications and software use systems like predictive dialing and automatic call distribution to evenly spread out incoming calls to available agents and/or to call customers and clients, connecting those calls to agents when a live person picks up the phone. Of course, call center software can have a multitude of other functions, including CRM capabilities.

What is CRM in call center?

CRM call center software allows agents to access all previous interactions the company has had with a specific customer while on the phone with them.

Do call centers use VoIP?

Most modern call center software options do use VoIP systems, but they’re not mandatory. Your call center can still rely on “normal” phones, but you need software for automatic call distribution and other crucial tasks that make handling a large volume of calls possible.

Are auto dialers illegal?

Not currently, but the laws concerning auto-dialers are changing constantly. You need to be careful not to call any numbers on the state or federal “Do Not Call” lists. Some of the call center software on our list automatically makes sure you’re DNC-compliant.

This website uses cookies to improve your experience. We'll assume you're ok with this, but you can opt-out if you wish. Accept Read More

Privacy & Cookies Policies