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What is Call Center Software?

Companies can use call center software for marketing, customer support, and other purposes. This system can manage multiple communication channels including phone, email, live chat, instant messaging, SMS text, and social media. Call center software is offered in various types including auto dialer, call center monitors, call accounting solutions, call analytics, predictive dialer, computer telephony integration (CTI), interactive voice response (IVR), and automatic call distributor (ACD).Show moreCustomer support and help desk systems offer ticketing features to help agents resolve customer issues. Other main functionality include quality monitoring, call recording, speech/text analytics, virtual queuing/Web callback, and social media support. If you are looking for a high quality call center solution, you can read our reviews of the leading apps in this category. We especially recommend Zendesk which our review team currently rates as the top platform.Show less

How was this ranking made?

In order to come up with this ranking of best Call Center Software we have examined 230 trending tools currently present on the market, comparing their features, how easy are they are to learn, client service, possible integrations as well as mobile support with our unique SmartScoreTM rating system. This list has been prepared by Jenny Chang, our SaaS authority responsible for the Call Center Software category.

List of Top 15 Call Center Software

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1. Zendesk

Our score: 9.3 User satisfaction: 99%

Winner of our Supreme Software Award, Zendesk is a customer support solution that helps boost customer service and improve customer retention. The platform's modules include chat support, call center solutions, help desk applications, and knowledge base, so you'll cover all the bases of efficient customer services.

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2. RingCentral Contact Center

Our score: 8.9 User satisfaction: 100%

A robust communications system that helps businesses improve customer relationships. It helps users simplify their contact center duties thanks to automation tools like intelligent routing. The platform integrates well with other systems such as CRM software systems. This way, you can provide omnichannel support services.

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3. Freshcaller

Our score: 9.2 User satisfaction: 100%

Freshcaller is a young, yet very promising call center and multi-level IVR solution that allows users to restructure and modernize their cloud-hosted support systems. It is primarily designed for SME use. The user interface is very intuitive and it is fitted with comprehensive features like interaction history and call recording.

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4. JustCall

Our score: 9.2 User satisfaction: 90%

A phone system that allows you to make and receive calls using local phone numbers in 58 countries. Ideal for remote and co-located businesses serving international clients, it lets sales and support teams track and log calls and messages automatically. Moreover, it automates repetitive tasks to optimize productivity.

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5. AVOXI Genius

Our score: 9.0 User satisfaction: 97%

An efficient, affordable, and user-friendly web-based contact center platform that allows businesses to better manage their communications using innovative tools like IVR and ACD. This lightweight platform is designed for the use of SMEs and large enterprises. It has a robust quality management module with a call scoring feature.

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6. Genesys PureCloud

Our score: 8.9 User satisfaction: 98%

A comprehensive contact center platform built to reinforce customer support efforts and optimize your workforce. It combines all client communications into one neat, intuitive system so your reps can deliver faster responses. Routing functionalities ensure that messages go to the right agents, reducing the risk of overlooked communications.

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7. LiveAgent

Our score: 8.9 User satisfaction: 99%

A leading live chat software founded on the principles of simplicity. Powerful on top of being intuitive, it centralizes communications by keeping messages in a single inbox, to ensure that customer service agents can give attention to high priority requests. This also lets them pick up where their colleagues left off to narrow down tickets.

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8. PhoneBurner

Our score: 8.8 User satisfaction: 100%

A web-based power dialer that speeds up and streamlines the outbound calling process. PhoneBurner has a contact manager feature built into the system, which automatically organizes imported leads in preparation for the calling process. Using the contact manager feature, sales can create a priority list by category, custom tags, etc.

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9. NICE inContact CXone

Our score: 8.8 User satisfaction: 91%

Industry-leading contact center software that offers a full suite of tools for transforming the customer experience. This platform offers omnichannel routing capabilities, analytics workforce optimization, automation, and AI-powered tools. It also delivers 99.99% uptime to prevent prolonged interruptions and downtime.

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10. Ytel

Our score: 8.7 User satisfaction: 95%

A contact center software that integrates with over 100 marketing solutions, Ytel provides businesses with different communication channels in one platform. These include SMS, voice calls, email, and direct mail. It also offers robust security options, which add to your clients’ peace of mind.

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11. CloudTalk

Our score: 8.5 User satisfaction: 100%

An intuitive cloud-based call center software designed to enable businesses and organizations to deliver clear, responsive, and high-quality customer support to their clients. CloudTalk was designed with the needs of SMEs in mind. It is a highly flexible and customizable platform that can be tailored to your specific requirements.

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12. VCC Live

Our score: 8.4 User satisfaction: 98%

A cloud-based comprehensive call center software that aims to help boost agent productivity. It comes with simple yet intuitive outbound and inbound tools as well as robust features for telecommunication services, agent activity monitoring, real-time statistics, project management, and database management.

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13. Five9

Our score: 8.6 User satisfaction: 91%

Five9 is a software platform that enables you to maximize your agents’ productive time and respond proactively to your customers. With this, you get access to features for campaign management, call distribution, quality monitoring, workforce management, social customer care, and more.

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14. Pindrop

Our score: 7.6 User satisfaction: 94%

Pindrop is a multifactor antifraud and call center authentication platform designed to institute security, trust, and identity on voice interactions.

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15. Ameyo

Our score: 7.6 User satisfaction: 96%

Ameyo offers omnichannel customer experience and contact center solutions in the cloud and on-premises.

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Call Center Software Guide

Table of contents

Call center platforms are without a doubt on the list of compulsory online corporate software, being an essential means to every company which aims to deliver proper customer support. At the same time, call center software has many critical benefits, meaning that even tiniest nuances will have a say when choosing one. The more good programs appear on the market, the more difficult it becomes to be convinced of your choice: you bear the responsibility to make your inbound call center run smooth, both because of your employees, and foremost – because of your customers. That’s exactly why we prepared this guide: to help you familiarize with the basics of call center tools and to help you choose the best call center software for enterprises and SMBs.

Get to know each product with free trial

A good course of action is to sign up for at least a few free trials or demo offered by popular call center software providers. With that method, you will have the opportunity to test the important elements and you will get a good comparison of the capabilities of each app. The best thing to do is to try services that currently have the highest rankings in the SmartScore and Customer Satisfaction Rating in our call center software reviews and choose the best call center software for your company: Freshdesk reviews, Vocalcom Cloud Contact Center, ContactWorld, and Scorebuddy.

Targeted Businesses

Call center tools offer a variety of essential customer support services to all businesses wishing to nurture customer relationships and to cut support costs. These are the businesses that qualify as potential buyers:

  • Small Businesses. Small companies are the ones that need to keep a sharpest eye on expenses to grow their operations, which makes investing in customer support matters a smart decision. Using call centers as virtual receptionists cuts the cost of maintaining a permanent support center.
  • Medium Businesses. The same as small companies, medium businesses are looking to cut the expense side of the ledger and to bring new clients even in intervals when their business is lean. Call centers qualify as reliable and expandable solutions which most probably won’t have to be adjusted each time the number of customers raises.
  • Large Businesses. Large companies are the ones for which 24/7 live support has become unavoidable, and call center systems can help them provide such at the fraction of the cost. Most systems will even offer advanced services, such as translation, transcription, recording, customer identification, and many other benefits which are expensive to obtain without a call center at stake.

What are Examples of Call Center Software?

  • Freshdesk: A cloud-hosted help desk solution for exceptional customer service, packed with multichannel capacity, automation, and productivity features.
  • Vocalcom Cloud Contact Center: Cloud-based,easy-to-use platform focused on quality user communication. It preserves the context of previous customer interactions, which makes the transition from self-service to live service almost seamless.
  • ContactWorld: A popular telephony solution for small business and big companies that helps them deliver top-quality service to their customers. It is fast, understandable, and personalized.
  • MiContact Center: A functional cloud-center solution with CTI integration that covers Microsoft Lync-based contact centers and large-scale contact centers.
  • Interactive Intelligence CaaS: A perfected tool for medium and large businesses, known by its capacity to unify communications and to automate both routine and non-standard business processes.

Types of Call Center Software

Depending on how communications are being managed and processed, the same as the technology that is being used, call centers can be divided in the following categories:

  • On-premise call center systems. On premise call centers are usually sold with a on-time utilization license where the customer bares the responsibility to upgrade and maintain his call center. Most of the time, they require installation of private branch hardware and equipment. They rank as the most expensive, but also most professional call centers.
  • Virtual call center systems (SaaS). The virtual model requires the company to replace its traditional, centralized call center with a virtual one, where it can connect with customers using its own equipment. The difference is that the vendor is the one that is hosting the center, and the company doesn’t need to upgrade, but rather to cover its monthly fees.
  • Cloud-based call center systems. In this case, SaaS is extended to cloud computing, meaning that the call center will be hosted in cloud, and will therefore be accessed from anywhere, without the need to download or install a specific application. Cloud-based call centers are known as the most affordable ones.

Key Features of Call Center

With all that call center fuss going around, expectations are starting to hit the ceilings. Luckily for us, quality support is no longer a myth, and the evolution of call center technology in the past 10 years made expecting the impossible is pretty much justified. In case you don’t really know what to expect from your next call center system, here is a summary of the essential features as revealed by our detailed comparisons:

  • Controlled Telephony. Isn’t that what call centers are all about? The good news, however, is that virtual call centers don’t require you to install special hardware: they work with what you already have. The bonus you get in the case is call control (being able to hold, transfer, or mute callers with a single mouse click).
  • ACD – Automatic Call Distributors. ACD is the core of every good call center, as it can route calls to the most appropriate agent without you being involved in the process. It is also thanks to ACD that managers get to monitor performance and conferencing, and to gather information on quality, volume, and duration.
  • IVR – Interactive Voice Responses. IVR is the ‘meanwhile feature’ that takes care of callers before/after they are connected to the appropriate agents. Before the system becomes fully operational, the team creates an IVR scenario, including a greeting message, a menu of service prompts to choose from, as well as waiting queue coverage.
  • Call Queues. The ‘magic’ of virtual call centers is that they don’t let customers ‘disappear’ right after being told that they have to wait. Each department/agent gets a specifically designed waiting queue where customers arrive after being skills routed; and a special dashboard with essential metrics to measure statistics based on real-time data.
  • Disposition Codes. Disposition codes are used to describe the outcome of every call, tagging it as ‘Not interested’, ‘Transferred to IT support’, ‘Refunded’, etc. The agent chooses the code from a special menu, and attaches it to the call to remain permanently in the profile of a particular contact.
  • Call Barging. Call barging is a feature developed for novice agents, who get to transfer the call to the manager without informing the client about it. The manager can drop in on his own behalf, using a feature called whisper coaching.
  • Predictive and Power Dialers. Both features are used to inform a client when an agent becomes available, while in certain cases they can even make calls automatically, and connect the agent to a group of clients. Sales teams find these features very beneficial, as they don’t deal numbers manually, and they reach leads much faster.
  • Voicemail and Notifications. Customers love having the chance to leave a message for the agent when he is not available. Premium systems can even transcribe the messages, or email them to the agent in order to keep them within the activity feed.
  • Collaboration Tools. Usually, call center software platforms have collaboration features for contact management and task assignments. Collaboration tools can also range from simple employee chat messaging to full-blown project management modules.
  • Real-Time and Historical Reporting. The reporting feature is critical for every manager interested to follow metrics such as number of calls per day/line/agent/department, average duration, average abandonment rate, waiting time, service level, etc.

Benefits of Call Center

The mere fact that you’re here, and you’re scrolling down to capture relevant facts indicates two things: You know that the market is heaped with out-of-the-box solutions, and You have no idea which one is for you.

You can always go the traditional way and forecast call volume to account the performance you’re going to need, but for the sake of frankness, that won’t make your choice anyhow narrower. An adequate anticipation of performance involves the presence of numerical, comparable factors, and puts the accent on systems which can do the most work with least human involvement. As you can conclude by now, the benefits should go beyond common perceptions of efficiency, and should be advanced enough to motivate the team even when works blows out of proportion. Let’s check them out:

  • Lower costs. Costs and expenses are the principal factors which determine efficiency. Expecting call centers to reduce costs is somehow counterintuitive, as you really have to tighten your belt to buy and maintain quality equipment. Doing things the virtual way, however, can cut your losses big time. Your call center will be managed without hardware installation, and you won’t have to upgrade backup in order to prevent data loss.
  • No need to concentrate a large agent team in one location. Remote agents are a distinctive advantage of virtual call centers, once again guaranteeing serious savings on your account. Your agents can be at any geographical location – as long as they have internet connection on their devices, they will be a part of your team. Needless to say, call center software adds value to your talent haunting mission, enabling you to onboard talented people wherever they are.
  • Improved security. Operating with data via call centers triggers serious security alerts, which makes reliable software the core of your business’s success. The thing virtual call centers offer (and which is not attributable to regular ones) is cloud backup, and a reliable provider which takes care of security protocols, compliance, and maintenance of the system.
  • Flexibility. Call center software is out-of-the-box software, because it can do much more than managing calls and information. It is simple enough to be used by every agent, but designed to adopt multiple types of operations at the same time. The best thing, however, is customization: most call center systems are configurable to meet all sorts of organizational goals.
  • Improved customer relationships. We live and work in a customer-centered world, not so much because of our will to serve clients, as because of the fact that they are willing to pay crazy amounts for better experience. Knowing how call centers dictate the quality of customers’ experience, we can’t deny the benefits such can have on our profitability.
  • Outstanding productivity. Call centers are packed with useful features a traditional phone system cannot offer, as for instance auto-dialers, monitoring tools, time routing, prioritization, and call route matrices. Each system works on the base of KPIs (key performance indicators) to measure the productivity of each agent, and to reveal some real-time feedback on how customer support is really doing.
  • Single source of truth. With a software solution, you can keep instructions, client information, task statuses, and other data in one place and in one official version. Thus, you can minimize the risk of having different versions and mitigate the chance for misunderstandings to arise.

Payment Schemes

Price is an important aspect to consider when choosing the right call center software to adopt. However, pricing is based on payment schemes. To wit, here are the popular payment schemes today:

  • Free. Yes, there are some free platforms that you can use to manage a small call center operation. Oftentimes, these have limited tools but they should be enough for basic call center management needs.
  • Monthly Plan. Monthly subscriptions are good for smaller firms that cannot afford to pay a large annual fee outright. Also, it is good for organizations that are extending their testing period beyond the free trial stage.
  • Yearly Plan. Annual subscriptions are usually priced lower than monthly subscriptions. However, this requires medium to long-term commitment. Thus, annual plans are best for companies with bigger budgets and have their hearts set on using a particular platform for the long haul.

The Bottom Line

When adopting software, make sure to gauge its value for money. This way, you can ensure that your investment is sure to help you improve your bottom line. That said, don’t focus too much on getting a platform that has all the bells and whistles. After all, the most comprehensive or most popular tool may not always be the best fit for you.

On the flip side, the cheapest may also not be the most efficient option for your particular needs. This is why you need to treat software adoption as an investment and track its ROI. What you do should always affect the bottom line. 

Call center software adoption doesn’t just stop at purchasing the software. It entails training, compiling best practices, managing workflows, and maybe even hiring new people. These processes will revolve around adoption. And, these too should be taken care of as part of your investment as well. 

List of Call Center Software Companies

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  • User Score
Product name:
Category:
Smart Score:
Price:
User Satisf.
User reviews:
The Real PBX reviews

The Real PBX

Call Center Software
8.8
$6.75
98%
Adversus Dialer reviews

Adversus Dialer

Call Center Software
8.0
$90
100%
contactSPACE reviews

contactSPACE

Call Center Software
8.0
$105
100%
HoduCC reviews

HoduCC

Call Center Software
8.0
By quote
92%
AVOXI Genius reviews

AVOXI Genius

Call Center Software
9.0
$25
97%
LeadsRain reviews

LeadsRain

Call Center Software
8.0
$100
97%
Genesys PureCloud reviews

Genesys PureCloud

Call Center Software
8.9
$75
98%
MiCloud Business reviews

MiCloud Business

Call Center Software
8.5
$20.99
-
Kixie reviews

Kixie

Call Center Software
7.7
$15
-
Sayint reviews

Sayint

Call Center Software
8.0
By Quote
-
Zendesk reviews

Zendesk

Call Center Software
9.3
$5
99%
RingOver reviews

RingOver

Call Center Software
8.0
€19
-
Balto reviews

Balto

Call Center Software
8.0
By quote
93%
CloudTalk reviews

CloudTalk

Call Center Software
8.5
€15
100%
YakoVoice reviews

YakoVoice

Call Center Software
8.0
₹799
-

Things to consider when you invest in a SaaS

First, be clear about the reasons why you want to use a SaaS solution. You should also have a good understanding of your existing infrastructure and business procedures. This information will help you to effortlessly integrate the SaaS software with your existing infrastructure without any difficulty.

The second consideration is a follow up to the first one. Ask yourself what you want the SaaS solution to do for your company. Then, be clear about the functionality the app should have. For instance, if you want improved data collaboration between different business departments you need a platform that can be accessed by multiple users. However, if you require an efficient system that is similar to an on-premise solution, you need to invest in a SaaS product that can be accessed by only a few users at a time.

After you select a suitable provider, do not sign a contract before you take a good look at the Service Level Agreement (SLA). The SLA will clearly describe what the SaaS vendor is offering and the compensation they will pay if they do not deliver the agreed services. Read and comprehend the SLA thoroughly to know what you are getting into and to avoid issues later.

Frequently asked questions about Call Center Software

What is the best call center software?

The best call center software is Zendesk. It is a complete solution that handles different contact center processes from handling phone calls to providing chat support. The platform has a very flexible pricing scheme, making it ideal for businesses of all sizes. It has a robust ticketing system with smart call queuing and routing capabilities. When configured properly, this platform can ensure that the right issues are addressed by the right agents at the right time. 

Zendesk has tons of automation capabilities to help cut the time between contact and issue resolution. These allow agents to concentrate fully on solving issues and providing support instead of menial tasks. 

What’s also great about Zendesk is that it provides users with knowledge base creation tools. With these, you can have your representatives easily retrieve relevant information to ensure that proper customer support is given. Zendesk also provides public and private forums for an extra avenue for knowledge creation. 

There is a free trial available if you are interested. Also, you can try out different products from the whole business suite. 

What are the benefits of call center software?

There are many benefits that you can get by adopting a call center software solution. However, the specifics really depend on which kind and what platform you are using. But, there are also general benefits that users look for when adopting a call center software solution. Here they are below: 

  • Keep a single source of truth. With a software solution, there will be one single source of information for project specifications, file versions, and task instructions. 
  • No hassle in queueing and routing. Avoid the tedious task of manually routing calls. Let the software system do it for you. 
  • Improve response times. As you have all relevant information available in a knowledge base, you can improve the response time and accuracy of your agents. Call routing and queuing also help in this regard. 
  • Take advantage of metrics and analytics. Optimize your workflows and processes by basing your policies and decisions on data-driven insights. 
What are the features of call center software?

Here are the basic features of call center software solutions you should expect: 

  • Automatic Call Distributors (ACD). ACD helps your agents save time as well as keep customers from waiting too long in queues. This feature automatically finds the available agent and queues incoming calls as well. 
  • Interactive Voice Responses. Decrease phone pick-up time by automating call responses and get your customers queued to the right department in a jiffy. 
  • Disposition Codes. Create tags for every client after calls or chats. Label them by results, status, or leave instructions. This way, the next person to handle the client will know what to do. 
  • Knowledge Base. Usually, call center software platforms have built-in knowledge base creation tools. These enable you to create and store best practices, FAQs, spiels, and so much more. 
  • Automations and Notifications. Use automation to free up your agents’ time from doing clerical tasks. They are there to help your customers. Also, you can configure your system to notify you whenever progress happens or some status changed. 
  • Reporting and Analytics. Take advantage of quick report generation and insightful analytics to optimize your workflows and processes. 
What is the easiest call center software to use?

Call center software platforms are all designed to be easy to use. In fact, you can say that all top 20 applications are very easy to use. However, there are a few that go above and beyond. They are able to achieve the critical balance between power and usability. 

  • Zendesk. This is the best platform out there today in terms of being a complete contact center solution. Offering high functionality and supreme ease-of-use, this platform will surely be able to help you optimize your call center operations. 
  • RingCentral Contact Center. Known for its no-hassle intelligent routing and queueing features, RingCentral Contact Center also features a very intuitive interface. The product is so well designed that you can get to all its major modules and features with just a few clicks. 
  • Freshcaller. This just might be the best call center software solution primarily geared towards SMEs. It is simple enough to use but it doesn’t compromise when it comes to power and features. 
What is a good free call center software?

Bitrix24 is a good free call center software to use. Its basic cloud version is free and it has a good call center software module that is popular among small firms. This platform requires no on-premise deployment and supports up to 12 users. What’s more, Bitrix24 is also very easy to use. You can set the solution up in minutes. 

Plus, you don’t have to spend extra money on extra software. Bitrix24 has a built-in CRM module complete with features such as client information displays, call scheduling and lead management. Also, you can use your existing number or rent local phone numbers for the US and UK. 

Other features include call logs, reports, an automatic dialer, and Interactive Voice Responses (IVR). It also has robust telephony features, such as voicemail, call queuing, recording, call transfer, employee extensions, and call forward to mobile.

One thing to note here, however, is that while inbound phone calls are free, outbound phone calls are charged at $0.01 per minute. The platform also provides you with extra modules, such as document management, email marketing, video conferencing, task management, and employee chat at a cost. For paid plans, the vendor offers subscriptions that start at $79 per month for 50 users.

Jenny Chang

By Jenny Chang

Senior writer at FinancesOnline who writes about a wide range of SaaS and B2B products, including trends and issues on e-commerce, accounting and customer service software. She’s also covered a wide range of topics in business, science, and technology for websites in the U.S., Australia and Singapore, keeping tabs on edge tech like 3D printed health monitoring tattoos and SpaceX’s exploration plans.

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