Best Call Center Software And Tools Of 2022

This interactive guide to the best call center software for 2022 gives you a quick overview of the most popular providers, their features, pricing and plans, and user experience. We've put hundreds of popular call centre solutions to the test, including those from our sponsored partners, so you can make the best decision for your company. Check out the list of Best Call Center Software below.

VoIP for call centers is internet-based calling technology that allows call centers to monitor their agents, adapt to change, and keep productivity high. However, even non-contact centers have begun reaping the benefits and switching to call center VoIP technology. So if you are looking for the best call center software, this article will guide you.

You don’t need to have a massive call center operation in order to take full advantage of VoIP call center software. Businesses that have sales, support, and billing departments will find many features that help develop proficient and flexible call agents and well-informed supervisors. So check out the best VOIP Call Center Software below.

List Of Best Call Center Software Companies

1
RingCentral

RingCentral

Integration with popular business tools
Scalable pricing plans to suit businesses of all sizes and budgets
24/7 customer support via phone, live chat, and online help tickets
Advanced security features to protect user data
More info +
2
Nextiva Logo

Nextiva

Range of communication options
Competitive pricing for plans
User-friendly administration portal
Easy-to-use CRM software
Threaded Conversations feature
High level of reliability and efficiency
More info +
3
Aircall Review Logo

Aircall

Cloud-based phone system accessible from anywhere
Integrates with popular CRMs and Helpdesk tools
Real-time analytics to gain insights
Easy to set up, integrate, and manage
Customizable plans to meet business needs
More info +
4
CallHippo Review Logo

CallHippo

Easy setup and user-friendly interface
Affordable pricing plans
Offers a wide range of features
Ability to purchase virtual phone numbers from over 50 countries
Integration with various popular CRMs
More info +
Small Business Builder
5
Grasshopper Review

Grasshopper

Low cost: Grasshopper VoIP service
Flexibility to use multiple devices
Various features including call forwarding and voicemail transcription
Professional image through auto-attendants and custom greetings
More info +
6
Freshcaller Review

Freshcaller

Easy to set up and use
Affordable pricing plans for businesses of all sizes
Offers a mobile app for agents to work on-the-go
Provides a variety of call center features, including call routing, IVR, and call recording
Integrates with other Freshworks tools, as well as third-party software like Zapier and Salesforce
More info +
7
VoIPLy Logo

VoIPLy

Unlimited international calling to 50+ countries
99.99% uptime
Real HD voice quality
24/7 customer support
30-day money-back guarantee
No contracts
More info +
8
axvoice voip

AXvoice

Affordable VoIP plans with a range of features
Advanced call forwarding options
Caller ID blocking and blacklisting for privacy
E911 support for emergencies
Free in-network calling and BYOD support
More info +
Try For Free
9
JustCall Review Logo

JustCall

Provides local phone numbers for up to 58 countries
Offers powerful automation features to streamline workflow
analytics and call monitoring help to enhance communication and team management
Slick and easy-to-use design
Native integration with over 100 CRM and business tools
More info +
Try it FREE
10
3CX VoIP Review

3CX

Cost-effective and fully-featured VoIP solution
A range of features including video conferencing, call recording, and mobile apps
Easy to install and manage with a web-based management console
Compatible with third-party tools and devices
Can help businesses save up to 80% on telecommunications costs
11
Cloudtalk Review

CloudTalk

Unlimited inbound and internal calls
International numbers available in over 140 countries
Integrates with popular third-party platforms
Offers a range of tools like call recording and analytics
12
8x8 VoiP

8×8

Enterprise-grade PBX system with unlimited calling
Comprehensive call management features
Easy administration and corporate features
Reliable and secure with end-to-end SLA
All-in-one experience with 8×8 Work
13
Bitrix24 Review

Bitrix24

Enables users to make phone calls straight from Bitrix24 via the Softphone
Allows automatic bringing up of customer records during a call
Logs calls as call records in the CRM
Offers call recording and call forwarding features
Suitable for businesses of all sizes
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Short List Of Best VOIP Providers

Detailed Reviews Of Top VoIP Providers:

1. RingCentral

RingCentral

Voicemail to email transcription
Call recording and analytics
Toll-free and local numbers
International calling
Customizable call handling and routing

In today’s ever-changing digital world, it is imperative for businesses to have a versatile and feature-rich VoIP service that keeps them connected, efficient, and productive. This is where RingCentral comes into the picture. With its MVP plans, RingCentral enables businesses of all sizes and locations to communicate and collaborate effectively through messaging, video, and phone.

RingCentral’s unified communication capabilities and audio conference bridge make it an ideal choice for businesses that require reliable and scalable communication services. Moreover, their customer support is exceptional and available round-the-clock, ensuring that your operations run seamlessly without any interruption.

Whether you’re simplifying your communication channels or enhancing your remote workforce, RingCentral is a reliable and trusted solution that can cater to your specific requirements. In today’s digital age, it’s crucial not to settle for anything less when it comes to staying connected and productive.

Ringcentral Homepage

RingCentral Features

  • Messaging: Real-time text messages, SMS, and MMS
  • Screen Sharing: Share screen during a video conference
  • File Sharing: Share files, documents, and resources securely
  • Call Management: Auto-receptionist, call forwarding, and call screening
  • Video Conferencing: High-quality, HD video and audio for meetings and webinars

RingCentral Pricing Information

RingCentral offers a variety of pricing plans designed to suit businesses of all sizes and communication needs. Here are the current pricing plans for RingCentral:

Ringcentral Pricing
  • Essentials – $32.99 per user per month
  • Standard – $40.99 per user per month
  • Premium – $47.99 per user per month
  • Ultimate – $62.99 per user per month

2. Nextiva

Nextiva

Range of communication options
Competitive pricing for plans
User-friendly administration portal
Easy-to-use CRM software
Threaded Conversations feature

Nextiva is a cutting-edge cloud-based business phone system service that provides various communication and collaboration tools for businesses. Nextiva’s strong voice, video, and messaging features empower businesses of all sizes to streamline their customer interactions and deliver excellent customer service. Their CRM software is user-friendly and helps businesses keep track of customer interactions and provide personalized service. Furthermore, their Threaded Conversations feature offers a centralized view of all customer communication and collaboration.

With Nextiva’s advanced call management tools, real-time analytics featuring custom dashboards, and scalable VoIP phone service plans, it’s the perfect option for businesses looking to improve their communication and collaboration while also enhancing their productivity.

Nextiva Review Homepage

Nextiva Features

  • HD VoIP Phone Service
  • NextivaONE App
  • Unlimited Calling in North America
  • Unlimited Business Text Messaging
  • Unlimited Online Faxing
  • Unlimited Web Conferencing

Nextiva Pricing Information

Nextiva offers a range of pricing plans to meet the communication needs of businesses. Here are the current pricing plans:

Nextiva Review Pricing
  • Professional – $20.96 per user per month
  • Enterprise – $28.46 per user per month

3. Aircall

Aircall

Cloud-based phone system with global reach
Integrates with popular CRM and Helpdesk tools
Real-time analytics and call monitoring
Easy to set up, use, and manage
Scalable solution for growing businesses

Aircall is a phone system that operates through the cloud, specifically designed to enhance communication efficiency for sales and support teams. It seamlessly integrates with renowned CRM and Helpdesk tools, providing real-time analytics and a wide range of customizable plans to meet varying business needs. Aircall makes phone support easy to manage with unlimited calls within the US and Canada, offering features like IVR, call recording, click-to-dial, and advanced analytics.

The company was established in 2014 and has successfully raised over $226 million in funding. Aircall has gained a considerable foothold in the market and currently serves more than 7000 companies globally, with offices in various locations like Paris, Sydney, Madrid, London, and Berlin, in addition to its headquarters in New York. Aircall is passionate about enabling delightful moments of human connection and believes that great conversation is the most effective way to communicate with customers, prospects, candidates, and colleagues.

Aircall Review Homepage

Aircall Features:

  • Toll-free numbers and international numbers
  • Call conference solution
  • Shared contacts and shared call inbox
  • Call transcription, desktop notifications, and ring on speakers
  • Real-time modifications, call queuing, and ring groups
  • Call center analytics, activity feed, and call monitoring software
  • Computer Telephony Integration (CTI), webhooks & API, and contact synchronization

Aircall Pricing Information:

Aircall Review Pricing
  • Essentials: $40/user per month, 3 users minimum
  • Professional: $70/user per month, 3 users minimum
  • Custom: Call for details, 10 users minimum

4. CallHippo

CallHippo

User-friendly interface and easy setup
Affordable pricing
Wide range of features offered
50+ countries for virtual phone numbers
Integration with popular CRMs

CallHippo is a state-of-the-art Voice-over-Internet Protocol (VoIP) service provider that allows businesses to purchase local support numbers from more than 50 countries worldwide. Its cloud-based platform offers a range of advanced features and workflow automation capabilities that help businesses streamline their telephony systems, enhance customer service, and improve overall productivity.

With an easy-to-use interface and versatile deployment options, CallHippo’s platform is an excellent choice for medium to large-sized businesses aiming to establish a flexible and scalable telephony network anywhere with an internet connection.

CallHippo provides comprehensive support through email, phone, live chat, and documentation, making it an affordable and efficient solution for businesses that wish to optimize their communication channels and stay ahead of the competition.

CallHippo Review Homepage

CallHippo Features:

  • Virtual phone numbers for more than 50 countries
  • Integration with popular CRMs like HubSpot, Salesforce, and Zoho CRM
  • Interactive voice response (IVR) for call routing
  • Call forwarding to any device or phone number
  • Voicemail transcription and email notifications
  • Call recording and analytics

CallHippo Pricing Information:

CallHippo Review Pricing
  • Basic: $0 per user/month, ideal for startups.
  • Bronze: $20 per user/month, ideal for small teams.
  • Silver: $30 per user/month, suitable for fast-growing teams.
  • Platinum: $50 per user/month, designed for larger teams.

5. Grasshopper

Grasshopper

Business texting
Call forwarding
VoIP and WiFi calling
Voicemail transcription
Virtual receptionist
Instant response

Grasshopper is a virtual phone service that provides a comprehensive set of communication features tailored to meet the demands of small to medium-sized enterprises. Its cloud-based platform enables users to manage their phone systems using mobile and desktop applications, making it convenient to operate while on the go.

The software comprises features like call forwarding, multiple extensions, automated transcriptions and email delivery, and customizable greetings. Additionally, Grasshopper offers vanity numbers, portability, on-hold music, and voicemails via email, providing a unified communication solution.

Grasshopper offers customer support via email, documentation, and phone. Overall, Grasshopper is a budget-friendly and effective VoIP solution that can aid businesses in streamlining their communication processes and connecting with customers more efficiently.

Grasshopper Review Homepage

Grasshopper Features

  • Desktop and mobile apps for easy management on the go
  • Business texting for quick and efficient communication with customers
  • Call forwarding to ensure important calls are never missed
  • VoIP and WiFi calling for cost savings and convenience
  • Voicemail transcription for efficient message handling
  • Virtual receptionist for a professional image and improved customer satisfaction
  • Instant response for reduced call waiting times

Pricing Information

Grasshopper offers three plans with different features and pricing:

Grasshopper Review Pricing
  • SOLO: $31/month
  • PARTNER: $51/month
  • SMALL BUSINESS: $89/month

6. Freshcaller

Freshcaller

Easy to set up and use
Affordable pricing plans
Mobile app for on-the-go use
Offers call routing, IVR, and call recording features
Integrates with Freshworks and third-party software

Freshdesk Contact Center, formerly known as Freshcaller, is a renowned cloud-based phone system that offers call centre solutions to businesses around the world. It differs from other VoIP providers with its unique features, including its ready-to-use VoIP phone system, which enables businesses to expand their capacity rapidly and purchase virtual phone numbers from more than 100 countries, regardless of their physical location.

Freshdesk Contact Center is ideal for organizations with numerous employees or those with customer-facing service desks that require essential capabilities such as multi-level IVR, smart escalations, and call barging. The platform can be accessed through a mobile app, web browser, or SIP-compliant handset, making it a flexible and attractive option for businesses looking to use softphones. Freshdesk Contact Center is owned and operated by Freshworks, a business software provider, and has received recognition for its array of features, customizable reporting, and affordability.

Freshcaller Review Homepage

Freshcaller Features:

  • Toll-free phone numbers for flexible options
  • Call masking to hide existing phone numbers
  • Vanity phone numbers for targeted programs
  • Number porting without notifying customers
  • Bring Your Carrier (BYOC) option to choose a carrier
  • Voicemail with personalized greetings and routing options

Freshcaller Pricing Information:

Freshcaller offers four pricing plans for its users: Free, Growth, Pro, and Enterprise. Below is a breakdown of the pricing and features of each plan:

Freshcaller Review Pricing 1
  • Free Plan: This plan is ideal for small businesses and startups.
    • Price: $0/agent/month or $0/agent/month (monthly)
  • Growth Plan: This plan is designed for growing businesses.
    • Price: $15/agent/month or $18/agent/month (monthly)
  • Pro Plan: This plan is ideal for mid-sized businesses.
    • Price: $39/agent/month or $47/agent/month (monthly)
  • Enterprise Plan: This plan is designed for large enterprises.
    • Price: $69/agent/month or $83/agent/month (monthly)

7. VoIPLy

VoIPLy

Unlimited international calling to 50+ countries
99.99% uptime
Real HD voice quality
24/7 customer support
30-day money-back guarantee

VoIPLy is an innovative and dependable VoIP service provider that offers cost-effective and advanced solutions to small businesses and homeowners. Its cloud-based communication system provides clients with access to all the resources necessary for effective communication. VoIPLy’s commitment to customer service and simplicity has earned it a global reputation, with many businesses selecting it as their provider of choice.

In addition, its pricing model, which includes free phones, no setup fees, or contracts, is an attractive option for businesses seeking a reliable and affordable PBX provider. VoIPLy’s focus on innovation and excellence has made it a leader in the VoIP industry, and it is expanding and enhancing its platform to meet the changing needs of its customers.

VoIPLy Review Homepage

VoIPLy Features:

  • Advanced call routing and forwarding options
  • Customizable voicemail and greetings
  • Conference calling with up to 10 participants
  • Mobile app for on-the-go communication
  • SMS messaging capabilities
  • Call recording and monitoring

VoIPLy Pricing Information:

VoIPLy Review Pricing
  • Unlimited Home Phone: $8.95/month
  • Unlimited Home Phone (Annually): $89.50/year (2 months free)

Also, Check the following:

8. AXvoice

AXvoice

Affordable VoIP plans with features
Advanced call forwarding
Caller ID blocking/blacklisting for privacy
E911 support for emergencies
Free in-network calling/BYOD support

Axvoice is a trusted provider of Voice over Internet Protocol (VoIP) services that offer affordable calling plans for both residential and business purposes, both domestically and internationally. Its plans are flexible, and the absence of contracts and the presence of a money-back guarantee make them appealing to customers. Axvoice provides a range of free calling features and 24/7 customer support to ensure that customers receive the best service possible.

The company’s VoIP business phone service is secure and scalable, making it an excellent alternative for businesses who want to switch from traditional PSTN landline connections. Axvoice’s unlimited VoIP calling plans and services make it a convenient and cost-effective option for those seeking one of the best VoIP home phone services available.

AXvoice Features:

AXvoice Review Homepage
  • Outbound Call Features:
    • Caller ID Blocking
    • Three-Way Calling
  • Incoming Call Features:
    • Call Waiting
    • Do Not Disturb
  • Call Forwarding Features:
    • Find Me Follow Me
    • Call Forwarding

AXvoice Pricing Information:

AXvoice Review Pricing
  • Residential VoIP Unlimited Plan: $8.25 per month
  • Business VoIP Small Business Plan: $14.99 per month

9. JustCall

JustCall

Local phone numbers for 58 countries
Automation features to streamline workflow
Call center analytics and monitoring for team management
Slick, easy-to-use design
Native integration with 100+ CRM and business tools

JustCall is an adaptable and comprehensive cloud-based phone system that meets the communication needs of businesses, particularly those that require extensive customer interaction. Its strong set of messaging and voice tools can aid companies in improving their communication processes and delivering excellent customer service. Whether a sales team requires an increase in outbound call volume or a customer support department requires 24/7 assistance, JustCall’s IVR, call routing, and SMS bot functions can help.

JustCall also provides integration with over 100 CRM and business tools to help businesses simplify their workflows and monitor call and messaging analytics for better performance. All in all, JustCall is a potent cloud-based phone service that can benefit businesses of all sizes.

JustCall Review Homepage
  • Autodialer and automation for remote team calling and note-taking
  • Toll-free numbers in the US, UK, and Canada for a national presence
  • Automated text messaging for routine follow-ups and appointment reminders
  • Call forwarding to your phone for all incoming calls to JustCall numbers
  • Voicemail is delivered to email for easy management of missed calls
  • Call distribution to ring phones in sequence or simultaneously

JustCall Pricing Information:

JustCall offers three pricing plans:

JustCall Review Pricing
  • Standard plan at $30/month for a minimum of 2 users
  • Premium plan at $60/month for a minimum of 2 users
  • Custom plan – Contact JustCall for a quote

10. 3CX VoIP

3CX VoIP

Cost-effective and feature-rich VoIP
Includes video conferencing, call recording, mobile apps
Easy to install and manage with a web console
Compatible with third-party tools and IP phones
Can save businesses up to 80% on telecom costs

3CX VoIP is an innovative and flexible communication solution that can effectively improve communication for businesses of any size. With its vast array of features, such as video conferencing, website chat, and compatibility with popular third-party tools, it’s a comprehensive and modern solution that can cater to any business’s needs.

Moreover, it’s an affordable option that can help businesses save money while still benefiting from a robust and dependable communication system. 3CX VoIP can be deployed either in the cloud or as an on-premise solution, making it a versatile and powerful tool that can help businesses stay connected, productive, and competitive in today’s rapidly evolving digital landscape.

3CX Review Homepage

3CX VoIP Features:

  • Compatible with a range of desk phones
  • Ring groups for simultaneous call routing
  • Built-in video conferencing with ‘3CX Meet’
  • PDF and screen sharing for efficient collaboration
  • Call queues for high-volume call handling
  • Call recording for quality control and training

3CX VoIP Pricing Information:

3CX Review Pricing
  • STARTUP FREE: $0 (forever)
  • STARTUP PRO: $175 per year
  • DEDICATED PRO: $295 per year
  • DEDICATED ENTERPRISE: $330 per year

Also, Check the following:

11. CloudTalk

CloudTalk

Cost-effective alternative to PBX-based infrastructure & outsourcing
Unlimited inbound & internal calls
International numbers in 140+ countries
Integrates with popular third-party platforms (Salesforce, Zendesk)
Offers call center tools: IVR, call recording, analytics

CloudTalk is a cloud-based phone system located in New York that provides an economical and effective way to run call center operations. It provides a variety of features that are typically associated with expensive PBX infrastructure, but it operates on a SaaS model that allows you to work from anywhere in the world.

The system offers three applications: desktop, mobile, and web browser, providing flexibility in managing the call center. It scales up to enterprise features such as speech-to-text, Salesforce integration, unlimited concurrent calls, smart queueing, and customized reporting. CloudTalk gives customers access to local numbers worldwide, offshore hotlines, and toll-free numbers, making it easy for them to contact you, which boosts sales opportunities and customer satisfaction. The U.S.-based support team is available to assist with setup and technical issues.

Overall, CloudTalk is a great choice for anyone seeking a cost-effective and feature-rich call center solution.

CloudTalk Review Homepage

CloudTalk Features:

  • Call Flow Designer for custom call routing
  • Call Center Analytics for detailed insights into performance
  • Call Center Recording for training and quality control
  • Interactive Voice Response (IVR) for automating tasks and providing self-service options
  • SIP Trunking Software for connecting on-premise phone systems
  • Click to Call for connecting with businesses directly from the website

CloudTalk Pricing Information:

CloudTalk offers flexible pricing plans to suit businesses of all sizes. Here’s an overview of CloudTalk’s pricing:

CloudTalk Review Pricing
  • Starter: $25 per user per month (billed annually) or $25 (billed monthly).
  • Essential: $30 per user per month (billed annually) or $35 (billed monthly).
  • Expert: $50 per user per month (billed annually) or $55 (billed monthly).
  • Custom: Custom pricing is available for businesses with specific needs or high call volume.

12. 8√ó8

8√ó8

Unlimited calling and auto attendant included
Comprehensive call handling and management features
Easy administration and corporate features
Reliable and secure with end-to-end SLA
All-in-one experience with 8×8 Work

8√ó8 is a leading cloud-based business phone service provider that offers a wide range of features suitable for any business, regardless of its size or industry. Its basic plan includes unlimited calling within the U.S. and Canada, auto-attendants, and intelligent call routing, allowing businesses to project a professional image without any hassle. The 8√ó8 admin console is user-friendly and enables non-technical business owners to configure auto-attendants, edit ring groups, and adjust call queues easily. In addition, 8√ó8 offers advanced features such as supervisor analytics and call quality reporting in its premium plans.

Moreover, 8√ó8’s integrated solutions, which include voice, video, chat, contact center, and enterprise-class API solutions, make it a reliable and comprehensive cloud communications platform. The company’s focus on security and compliance makes it a top choice for businesses seeking a secure and consistent end-user experience. 8√ó8 provides unique insights that can improve productivity, save costs, and drive revenue growth.

8X8 VOIP Service Provider

8√ó8 Features

  • Enterprise-grade cloud PBX with auto-attendant, voicemail, and flexible call flows
  • Unlimited calling, SMS, and faxing capabilities
  • Multi-level auto-attendant for customized call routing
  • Call recording for quality assurance, training, and compliance
  • Visual voicemail for centralized message management

8√ó8 Pricing Information

Nextiva offers a range of pricing plans to meet the communication needs of businesses. Here are the current pricing plans:

8x8 Pricing
  • PLAN X6: $85 per user/month
  • PLAN X7: $110 per user/month
  • PLAN X8: $140 per user/month

Also, Check the following:

13. Bitrix24

Bitrix24

Enables VoIP calls from Bitrix24 with Softphone integration
Automatic customer record display during calls
Logs calls as CRM call records
Offers call recording and forwarding
Suitable for all business sizes

Bitrix24 is a complete business management platform that includes many tools and features to help businesses run their day-to-day operations. One of its noteworthy features is its VoIP system, which allows users to make and receive phone calls within the platform. This system offers a seamless and integrated communication experience and helps businesses save time and money on communication costs.

Additionally, Bitrix24 offers project management and task assignment tools like Gantt charts and time tracking, as well as file sharing and real-time document collaboration. Bitrix24 integrates with other business tools, such as Google Drive and Mailchimp, allowing users to streamline their workflows and increase productivity. Overall, Bitrix24 is a comprehensive collaboration platform that caters to businesses of all sizes.

Bitrix24 Review Homepage

Bitrix24 Features:

  • Complete solution for call center and telemarketing needs
  • Automatic customer record display during incoming calls
  • Outbound calls directly from CRM
  • Option to rent local or toll-free numbers
  • Ability to use the existing phone number
  • Call recording for quality control and training purposes
  • Call forwarding to another team member or department

Bitrix24 Pricing Information:

Bitrix24 Review Pricing 1
  • Enterprise Plan: 100% free
  • Basic Plan: USD 61/month for 5 users
  • Standard Plan: USD 124/month for 50 users
  • Professional Plan: USD 249/month for 100 users

Also, Check the following:

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What Is A Call Center Software?

A call center software is a software solution that is designed to help businesses manage their customer interactions through multiple communication channels. It is also known as contact center software and offers a range of features that help streamline call center operations, improve customer service, and boost sales.

There are many call center solution software providers available in the market, and it can be overwhelming to choose the best call center software for your business. The best call center software should be cloud-based, customizable, and offer features like call routing, call recording, automatic call distribution, inbound and outbound calling, call monitoring, call queue, and live call transfer.

The benefits of call center software are numerous. It can help businesses increase customer satisfaction, reduce wait times, manage call volume efficiently, improve call center operations, and increase sales. Call center software is also ideal for companies that receive high call volumes, including sales, customer service, and help desk.

Different types of call centers require a different type of software solutions. For example, inbound call centers require powerful call center software that is designed to handle inbound calls, while outbound call centers need software that can manage outbound calls. cloud contact center software is suitable for businesses that offer multiple communication channels like email, chat, and social media.

When choosing a call center software provider, it‚Äôs best to consider factors like cost, features, ease of use, and customer support. The top cloud-based call center software on the market include Salesforce, RingCentral Contact Center, Dialpad AI Contact Center, and many more.

What Is A Contact Center Software?

Contact center software is a technology solution that helps manage and streamline communication between businesses and their customers across various channels, such as voice, email, chat, social media, and SMS. It enables companies to offer exceptional customer service and support by ensuring that their agents can quickly and efficiently handle customer inquiries and resolve issues.

There are various software providers in the market that offer cloud-based contact center management solutions. These providers offer different types of call center software, including inbound call center software, outbound call center software, and blended call center software. They also offer different features, such as call routing, automatic call distribution, call recording, call monitoring, call scripting, and many others.

The benefits of a call center platform are numerous, including improved customer satisfaction, increased agent productivity, reduced operational costs, and better customer engagement. By using call center software, companies can handle large call volumes, reduce wait times, and provide personalized customer service.

Types of Call Center Software

The three main types of call center software solutions are Inbound, Outbound, and Blended.

Inbound Call Center Software:

Inbound call center software is designed to manage and handle incoming calls from customers or clients. This type of software is commonly used in customer service or technical support departments, where agents need to handle a high volume of customer inquiries and resolve them efficiently. Inbound call center software usually includes features such as call routing, call queuing, interactive voice response (IVR), call recording, and call monitoring.

Outbound Call Center Software:

Outbound call center software is designed to make outgoing calls to customers or prospects. This type of software is commonly used for telemarketing, lead generation, and sales purposes. Outbound call center software usually includes features such as automatic dialing, call scripting, call routing, call monitoring, and call recording.

Blended Call Center Software:

Blended call center software is a combination of both inbound and outbound call center software solutions. This type of software allows call center agents to handle both inbound and outbound calls from a single platform. This is particularly useful for call centers that have a fluctuating call volume, as agents can switch between inbound and outbound calls as needed. Blended call center software usually includes features such as call routing, call queuing, automatic dialing, call scripting, call monitoring, and call recording.

Call Center Software Features

Call center software comes with a variety of features to help businesses manage their customer service operations efficiently. Some common call center features include:

Automatic Call Distribution (ACD)
This feature routes incoming calls to the most appropriate agent or department based on predefined criteria such as skill level or caller history.
Interactive Voice Response (IVR)
IVR allows callers to navigate a phone menu and choose options without needing to speak with an agent.
Call Recording
Call recording allows supervisors to monitor and evaluate agent performance, as well as use recordings for quality assurance or training purposes.
Call Monitoring
This feature allows supervisors to listen in on live calls or monitor recorded calls to provide feedback or coaching to agents.
Call Queuing
Call queuing places incoming calls in a line until agents are available to take the call.
Real-Time Reporting
Real-time reporting allows supervisors to track key performance indicators such as call volume, wait times, and agent productivity.
CRM Integration
Integrating with a customer relationship management software (CRM) system allows agents to access customer information and call history to provide better service.
Multi-Channel Support
Call center software that supports multiple channels such as phone, email, chat, and social media can help businesses provide a seamless customer experience.
Call Routing
Call routing automatically directs incoming calls to the most appropriate agent based on the customer’s needs, location, or preferred language.
Predictive Dialer
A predictive dialer automates outbound calling and adjusts the calling rate based on the availability of agents, resulting in higher call volumes and increased efficiency.
Workforce Management
Workforce management tools allow supervisors to schedule shifts, manage breaks, and optimize staffing levels based on call volume forecasts.
Call Scripting
Call scripting provides agents with pre-written scripts to help guide them through interactions with customers.
Quality Assurance
Quality assurance tools allow supervisors to assess agent performance and identify areas for improvement.
Performance Analytics
Performance analytics tools help supervisors track and analyze agent performance, call volume, and customer satisfaction metrics.
Screen Pop
Screen pop automatically displays customer information on an agent’s screen when they receive an incoming call, saving time and increasing efficiency.

Benefits of Call Center Software

Call center software offers several benefits to businesses, including:

Improved customer service:

call center systems allow businesses to manage customer interactions in a more organized and efficient way, resulting in faster response times and improved customer satisfaction.

Increased productivity:

By automating certain tasks and providing agents with the tools they need to handle calls and customer inquiries, call center software can help businesses increase their productivity and reduce their costs.

Better data analysis:

Call center software provides businesses with detailed analytics and reporting capabilities, allowing them to monitor their call center performance and make data-driven decisions to improve their operations.

Enhanced customer experience:

Call center software can help businesses personalize their customer interactions and provide a more seamless experience, resulting in higher customer loyalty and retention.

Multi-channel support:

Call center software typically supports multiple communication channels, such as phone, email, chat, and social media, allowing businesses to offer support through the channels their customers prefer.

Scalability:

Call center software can be easily scaled up or down to meet changing business needs, making it an ideal solution for businesses of all sizes.

Cost savings:

By automating certain tasks and improving efficiency, call center software can help businesses reduce their costs and increase their profitability.

Call center software buying guide:

Buying call center software can be a big investment, so it’s important to do your research and choose the right solution for your business needs. Here are some factors to consider when buying call center software:

Features:

Look for software that offers the features you need for your specific call center operations. This can include call routing, call recording, call monitoring, call queuing, and more.

Integration:

Consider how the software integrates with your existing systems, such as your CRM, help desk software, and other tools. This can help streamline your operations and provide a better customer experience.

Scalability:

Make sure the software can scale with your business as it grows, and that it can handle increased call volume without compromising call quality.

Ease of use:

Choose software that is user-friendly and easy for your call center agents to navigate. This can help improve agent productivity and reduce training time.

Reporting and analytics:

Look for software that provides detailed reporting and analytics, which can help you track key metrics and make data-driven decisions to improve your call center operations.

Security:

Choose software that provides robust security features to protect sensitive customer information.

Customer support:

Consider the level of customer support provided by the software provider, including availability, responsiveness, and expertise.

Pricing:

Determine the total cost of ownership, including any licensing fees, setup costs, and ongoing maintenance fees. Consider both the short-term and long-term costs when making your decision.

How can you set up call center software for your business?

Setting up call center software for your business involves the following steps:

Determine your business needs:

Before selecting a call center software solution, it is important to determine the specific needs of your business. Consider factors such as the size of your call center, the number of agents you have, the type of calls you receive, and the features you require.

Choose a software provider:

Once you have determined your business needs, research and compare different call center software providers. Look for providers that offer the features and capabilities your business requires, and consider factors such as pricing, ease of use, and customer support.

Install and configure the software:

Once you have selected a call center software provider, you will need to install and configure the software. This may involve setting up integrations with other software systems, configuring call routing rules, and customizing settings to meet your business needs.

Train your agents:

It is important to provide thorough training to your agents on how to use the call center software. This may involve training on call handling procedures, using the software interface, and accessing customer data.

Monitor and optimize performance:

Once your call center software is up and running, monitor performance metrics such as call volume, call handling times, and customer satisfaction ratings. Use this data to optimize your call center operations and improve the customer experience.

List of Best Call Center Phone System Reviews

Conclusion On Best Call Center Software

In conclusion, selecting the best call center software for your business can be a game-changer. There are various types of call center software solutions like inbound, outbound, and blended, and choosing the right software provider is crucial. With the right call center software solution, you can improve call center operations, call routing, call monitoring, call management, and center management. The benefits of call center software are numerous, including increased productivity, better customer experience, and unlimited call recording.

There are many call center software options available on the market, and it can be overwhelming to choose the right one. However, by looking at the features offered by each software provider, such as cloud-based call center solutions, automatic call distribution, call queues, and omnichannel contact centers, you can make an informed decision. Additionally, many call center software providers offer a free trial, allowing you to test the software before committing to it.

Some of the top call center software options available in the market are RingCentral Contact Center, Dialpad AI Contact Center, Salesforce, and Help Desk Software. These software solutions offer powerful call center capabilities, a customizable contact center solution, and features like call scripting and call flow. In summary, selecting the best call center software package for your business is an important decision, and it’s best to research and choose a comprehensive call center software solution that meets your business needs.

Best Call Center Software: FAQs

What is call center software?

Call center software is a solution that allows businesses to manage their incoming and outgoing customer calls.

What are the benefits of using call center software?

Using call center software can improve customer satisfaction, increase efficiency, and provide valuable analytics and insights.

What features should I look for in call center software?

Some important features to consider include call routing, call recording, call monitoring, and integration with other systems such as CRM.

Is cloud-based call center software better than on-premise software?

call center cloud-based software offers more flexibility, scalability, and accessibility, but on-premise software can offer more control and customization options.

How much does call center software cost?

The cost of call center software can vary depending on the provider, the features included, and the number of users. It is important to compare pricing and features from different providers to find the best fit for your business.

Can call center software to integrate with other systems like CRM?

Yes, many cloud call center software solutions offer integration with other systems like CRM, allowing for a more seamless customer experience and better data management.

What is the difference between inbound and outbound call center software?

Inbound call center software is used to manage incoming customer calls, while outbound call center software is used to make outgoing calls, such as for sales or marketing purposes.

How can call center software to improve my team’s productivity?

Call center software can automate certain tasks, provide real-time data and analytics, and help prioritize and route calls more efficiently, all of which can improve productivity and efficiency.

What is the best call center software for small businesses?

The best call center software for small businesses will depend on their specific needs and budget. Some affordable and user-friendly options include Freshcaller, Talkdesk, and Zendesk.

Can I try call center software before purchasing it?

Yes, many call center software providers offer free trials or demos so that businesses can try the software and see if it is a good fit for their needs before committing to a purchase.

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