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Call Centre Software

Call Center software automates and standardizes the process of receiving and responding to customer phone calls.

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Save time and reduce costs with innovations that reimagine your customer relationships. Learn more about Salesforce Service Cloud
Transform your call center with proactive and personalized service. Service teams can exceed customer expectations with accurate purchase history and a full view of prior customer conversations. Give your customers a consistent and efficient service experience on every call with Service Cloud Voice. Agents now have instant access to a complete view of the customer and better tools and insights. That way, they can close cases faster. Learn more about Salesforce Service Cloud

Features

  • Call Recording
  • Call Logging
  • Call Routing
  • Contact Management
  • CRM
  • Call Scripting
  • Queue Management
  • Caller ID
  • Dashboard
  • Reporting/Analytics
  • Call Monitoring
  • IVR Software
Award-winning help desk, ticketing, live chat, and call center software, easy to use from the start. Try it with a free 1-month trial. Learn more about LiveAgent
LiveAgent is a full-service call center management system designed to integrate seamlessly into your business process, allowing you to communicate with customers across multiple channels without missing a beat. Innovative features like call centralization, VoIP, and SIP trunks enable you to improve customer relations and increase sales through communication. Start with a 1-month free trial, no credit credit card needed. Learn more about LiveAgent

Features

  • Call Recording
  • Call Logging
  • Call Routing
  • Contact Management
  • CRM
  • Call Scripting
  • Queue Management
  • Caller ID
  • Dashboard
  • Reporting/Analytics
  • Call Monitoring
  • IVR Software
Upgrade your support center, have better call management and reduce costs with Squaretalk’s turnkey, secure and scalable CCaaS solution Learn more about Squaretalk
Do you need a reliable cloud-based call center solution that elevates your customer service, optimizes the sales process, increases first-time resolutions and reduces operational costs? How about a high-quality VoIP, user-friendly interface, 100+ business tool integrations, regulatory compliance and data security? Let’s add “custom APIs and automation” to the mix and you get Squaretalk’s versatile call center software. The advanced call management features increase first-time resolution rates for support teams in all industries, while the AI predictive dialer helps you reach your best leads and boosts your talk time up to 400%. We also provide local, mobile and toll-free numbers in 4,500 area codes worldwide to increase your local presence and chances of prospects picking up. Our 24/7 phone, chat and email support resolves tech issues fast and prevents long downtime. See more benefits of choosing Squaretalk at squaretalk.com Learn more about Squaretalk

Features

  • Call Recording
  • Call Logging
  • Call Routing
  • Contact Management
  • CRM
  • Call Scripting
  • Queue Management
  • Caller ID
  • Dashboard
  • Reporting/Analytics
  • Call Monitoring
  • IVR Software
Webex Suite is an all-in-one, intelligent collaboration suite built on an industry leading and secure Webex Platform.
Webex Suite is an all-in-one, intelligent collaboration suite built on an industry leading and secure Webex Platform with artificial intelligence features built-in. With 8 powerful individual workloads – Webex Suite brings together Meetings, Messaging, Calling, Webinar, Events, Polling, Whiteboarding and Video Messaging in one collaboration experience to maximize productivity and teamwork. With a variety of collaboration features, Webex Suite helps bridge the gap between office and remote workers, remove language barriers, and overcome time zone differences. Enjoy the flexibility to work from anywhere and to keep teams focused and engaged with unified, intuitive experiences and integrated AI across the entire suite. All workloads in the Webex Suite can be managed via the single-pane-of-glass administration portal, Control Hub. It also allows you to protect your teams’ data and privacy with enterprise-grade security built in from the ground up. Learn more about Webex Suite

Features

  • Call Recording
  • Call Logging
  • Call Routing
  • Contact Management
  • CRM
  • Call Scripting
  • Queue Management
  • Caller ID
  • Dashboard
  • Reporting/Analytics
  • Call Monitoring
  • IVR Software
Zendesk offers a fully integrated call center built right into its support platform.
Zendesk offers a fully integrated call center built right into its support platform. Agents can handle calls in the same workspace as all other channels. This cloud based support platform gives them full context on customer history to help resolve the most complex and urgent issues faster. Teams that use Zendesk see a 20% reduction in support costs and a 27% increase in agent productivity. If you already have a call center, you can seamlessly integrate it with an API connection to our help desk. Learn more about Zendesk Suite

Features

  • Call Recording
  • Call Logging
  • Call Routing
  • Contact Management
  • CRM
  • Call Scripting
  • Queue Management
  • Caller ID
  • Dashboard
  • Reporting/Analytics
  • Call Monitoring
  • IVR Software
Freshdesk is an easy-to-use customer service software that helps over 60,000 businesses worldwide create stellar customer experiences.
Freshdesk is a cloud-based helpdesk system that offers powerful solutions for customer service. Freshdesk unifies conversations from email, phone, web, chat, and social, and helps you resolve issues across channels effortlessly. With Freshdesk, you can also automate workflows, offer convenient self-service options, manage SLAs, and generate reports. Freshdesk is used by over 60,000 customers, including Bridgestone, HP, Harvard University, and DHL. Learn more about Freshdesk

Features

  • Call Recording
  • Call Logging
  • Call Routing
  • Contact Management
  • CRM
  • Call Scripting
  • Queue Management
  • Caller ID
  • Dashboard
  • Reporting/Analytics
  • Call Monitoring
  • IVR Software
Hook up your customer service number with Zoho Desk, make/receive calls in-app, and automate your telephony operations.
Zoho Desk brings your entire call center to the cloud. Hook up your customer service number with Zoho Desk, and make/receive calls in-app. Automatically assign calls to agents based on department/team. It's also equipped with IVR, call recording, contact details capturing, voice messages, detailed reports, and omnichannel capabilities. Integrates with top telephony providers like Twilio, RingCentral, Aircall, Amazon Connect, and more. Learn more about Zoho Desk

Features

  • Call Recording
  • Call Logging
  • Call Routing
  • Contact Management
  • CRM
  • Call Scripting
  • Queue Management
  • Caller ID
  • Dashboard
  • Reporting/Analytics
  • Call Monitoring
  • IVR Software
Complete cloud phone system that is easy to set up and easy to manage.
RingEX is a cloud-based business communications system with enterprise-grade voice, fax, text, online meetings, conferencing, and collaboration. With RingEX, you can easily connect your office, remote and mobile employees under one phone system, regardless of their location. Unlike expensive, conventional phone systems, RingEX is purchased, activated, set up, and managed online, which means we manage it and you use it. Learn more about RingEX

Features

  • Call Recording
  • Call Logging
  • Call Routing
  • Contact Management
  • CRM
  • Call Scripting
  • Queue Management
  • Caller ID
  • Dashboard
  • Reporting/Analytics
  • Call Monitoring
  • IVR Software
Bitrix24 is the world’s leading call center and CRM software. More than 15 million companies use our platform every day.
Bitrix24 is the world’s leading call center and CRM software. More than 15 million companies use our platform, making millions of phone calls every month, many of them icy-cold. The solution comes with all key professional call center features, CRM and more. Learn more about Bitrix24

Features

  • Call Recording
  • Call Logging
  • Call Routing
  • Contact Management
  • CRM
  • Call Scripting
  • Queue Management
  • Caller ID
  • Dashboard
  • Reporting/Analytics
  • Call Monitoring
  • IVR Software
Nextiva is a Unified CXM company that provides AI-powered customer experience solutions.
Nextiva connects businesses to all of their conversations on one, AI-powered platform, helping them understand their customers in real-time to create personalized experiences that set them apart. Nextiva powers 100,000+ businesses and billions of conversations every year with its all-in-one customer experience platform. From one AI-powered communication hub, Nextiva transforms the way businesses engage with their customers. The company’s commitment to Amazing Service® and a customer-focused approach has been its cornerstone for 15 years. Established in 2008 and headquartered in Scottsdale, Arizona, Nextiva secured $200M from Goldman Sachs Asset Management in its inaugural funding round, valuing the company at $2.7B in late 2021. Discover more at www.nextiva.com. Learn more about Nextiva

Features

  • Call Recording
  • Call Logging
  • Call Routing
  • Contact Management
  • CRM
  • Call Scripting
  • Queue Management
  • Caller ID
  • Dashboard
  • Reporting/Analytics
  • Call Monitoring
  • IVR Software
Talkdesk is intuitive, cloud-based contact center software with advanced features, comprehensive reporting and seamless integrations.
Talkdesk is next-generation cloud-based call center software that helps you connect with your customers. The easy-to-use interface offers robust functionality with advanced features, comprehensive reporting and seamless integrations with 25+ business tools to empower sales and service teams to have personalized, effective conversations with customers. Talkdesk empowers enterprise operations and CX leaders to deliver modern, tailored customer experiences. Our trusted, flexible cloud contact center platform leverages cutting-edge generative AI and automation to streamline workflows, optimize resources, and drive exceptional customer outcomes. With Talkdesk, teams can enhance operational efficiency, reduce costs, and improve the bottom line—all while ensuring the best possible experiences for customers. Trusted by industry leaders, Talkdesk is the innovative solution designed to meet the evolving needs of enterprise contact centers. Learn more about Talkdesk

Features

  • Call Recording
  • Call Logging
  • Call Routing
  • Contact Management
  • CRM
  • Call Scripting
  • Queue Management
  • Caller ID
  • Dashboard
  • Reporting/Analytics
  • Call Monitoring
  • IVR Software
GoToConnect Support Center gives supervisors and agents indispensable tools to improve the quality of customer interactions.
GoToConnect combines the power and reliability of Jive's cloud VoIP phone systems with GoToMeeting's web, audio and video conferencing into one simple, reliable and flexible solution. GoToConnect Support Center enhances GoToConnect by giving supervisors and agents indispensable tools to improve the quality of customer interactions. Learn more about GoTo Connect

Features

  • Call Recording
  • Call Logging
  • Call Routing
  • Contact Management
  • CRM
  • Call Scripting
  • Queue Management
  • Caller ID
  • Dashboard
  • Reporting/Analytics
  • Call Monitoring
  • IVR Software
CallHippo is an Easy to Use Phone System while providing world-class support. It can be setup Instant and provide advanced reporting.
CallHippo is a modern Call Center software that helps you connect with your customers. CallHippo is easy-to-use while offering robust functionality with advanced features like Power Dailer and Automatic call distribution. Our Extensive reporting and seamless integrations empower sales and service teams to have effective conversations with customers. Providing World-Class support 24*7 and Accessible by desktop and mobile-app, CallHippo is trusted by over 5000 companies worldwide. Learn more about CallHippo

Features

  • Call Recording
  • Call Logging
  • Call Routing
  • Contact Management
  • CRM
  • Call Scripting
  • Queue Management
  • Caller ID
  • Dashboard
  • Reporting/Analytics
  • Call Monitoring
  • IVR Software
Cloud contact center platform with omnichannel routing, workforce management, digital experiences, and analytics and AI for CX.
NICE CXone is a cloud platform with native applications for ACD/IVR, omnichannel routing, workforce engagement management, knowledge management, digital and self-service channels, interaction analytics, and AI models for automation and continuous improvement. With NICE CXone, organizations can orchestrate every type of interaction—from voice and digital messaging to chatbots and social media—and deliver AI-driven experiences with Enlighten, proprietary AI developed specifically to optimize CX. Learn more about NICE CXone

Features

  • Call Recording
  • Call Logging
  • Call Routing
  • Contact Management
  • CRM
  • Call Scripting
  • Queue Management
  • Caller ID
  • Dashboard
  • Reporting/Analytics
  • Call Monitoring
  • IVR Software
Optimize call center performance with ActivTrak. Get visibility into how agents work improve customer interactions & boost productivity
ActivTrak’s workforce analytics help hybrid workplaces boost productivity and maximize results. The company’s scalable, cloud-native SaaS solution gives users visibility into people, processes and technology that mitigate risk and uncertainty. This includes ensuring workforce activity adheres to policies and expectations; improving team productivity and performance; and effectively allocating workforce investments. The solution boasts privacy-first analytics that exclude employees’ personal identifiable information and non-business activity from reporting. Based in Austin, Texas, ActivTrak is led by a team of software industry veterans. Learn more about ActivTrak

Features

  • Call Recording
  • Call Logging
  • Call Routing
  • Contact Management
  • CRM
  • Call Scripting
  • Queue Management
  • Caller ID
  • Dashboard
  • Reporting/Analytics
  • Call Monitoring
  • IVR Software
Easy to set up, easy to use. Dialpad Call Center Software is feature-packed, affordable, secure, reliable, and backed by 24x7 support.
Easy to set up, easy to use. Affordable, feature-packed, cloud-based. Dialpad's call center software improves customer experience and agent effectiveness, resulting in better conversations. Monitor and coach agents from anywhere with robust analytics dashboards. Automate tasks and capture insights to save time. Improve CSAT, FCR, close tickets, and keep your customers happy. Use real time recommendations to boost agent confidence and give them answers they need to help customers in the moment. Learn more about Dialpad

Features

  • Call Recording
  • Call Logging
  • Call Routing
  • Contact Management
  • CRM
  • Call Scripting
  • Queue Management
  • Caller ID
  • Dashboard
  • Reporting/Analytics
  • Call Monitoring
  • IVR Software
Agile CRM is a complete sales, marketing and service suite designed to let SMBs to sell and market like the Fortune 500.
Agile CRM Call Center Software - Call center CRM software helps your customer support team with powerful tools to close tickets faster, ensure customers are successful using your product. Features with advanced telephony integrations, Outbound calls, Inbound calls, Call routing, Help desk ticketing, Tag-based calling, Help desk groups, Call recording, Call notes, Call scripts, Call reports and many more. Learn more about Agile CRM

Features

  • Call Recording
  • Call Logging
  • Call Routing
  • Contact Management
  • CRM
  • Call Scripting
  • Queue Management
  • Caller ID
  • Dashboard
  • Reporting/Analytics
  • Call Monitoring
  • IVR Software
Transform your customer experience with a simple communication solution that works effortlessly with your leading business tools.
Set up a complete call center in a few minutes using one simple, user-friendly platform — no technical expertise needed. Route calls to the right agents at the right time and increase your service levels. Access powerful analytics to reduce wait times, improve your workflow and team. Plus, we integrate with over 40 business tools so you can sync and access data from your CRM and most important tools. Learn more about Ringover

Features

  • Call Recording
  • Call Logging
  • Call Routing
  • Contact Management
  • CRM
  • Call Scripting
  • Queue Management
  • Caller ID
  • Dashboard
  • Reporting/Analytics
  • Call Monitoring
  • IVR Software
Cloud Contact Center with Practical AI- Inbound, Outbound, ACD, IVR, Predictive Dialer, Chat, Call Recording, and CRM Integrations.
Five9 is the all-in-one call center software that uses Practical AI to increase your team's effectiveness on the phone, web, email, chat and more. Use smart dialers to give your agents more time with live prospects. Get your customers to the right agent with intelligent routing. Use customer intent data to suggest the next best action to your agents. Analyze and report on performance in real-time. All with 24/7 customer support. See why 2000+ customer trust Five9. Learn more about Five9

Features

  • Call Recording
  • Call Logging
  • Call Routing
  • Contact Management
  • CRM
  • Call Scripting
  • Queue Management
  • Caller ID
  • Dashboard
  • Reporting/Analytics
  • Call Monitoring
  • IVR Software
Sales Hub provides email tracking, prospect database searching, presentation sharing, auto dialer with call recording and logging.
Supercharge your sales process with Sales Hub, a powerful and easy to use sales CRM that includes sales engagement tools, configure-price-quote (CPQ) functionality, and robust sales analytics and reporting for growing teams. Sales Hub is built on the leading HubSpot CRM platform, where you can bring your customer data, tools, and teams together in one central system of record. Whether its strategies, services, or software, HubSpot has everything you need to grow better. Learn more about HubSpot Sales Hub

Features

  • Call Recording
  • Call Logging
  • Call Routing
  • Contact Management
  • CRM
  • Call Scripting
  • Queue Management
  • Caller ID
  • Dashboard
  • Reporting/Analytics
  • Call Monitoring
  • IVR Software
Twilio Flex provides businesses with a powerful, flexible, and easy-to-use contact center solution.
Twilio Flex gives companies complete control over how, when and what they deploy. Built on the trusted Twilio customer engagement platform that powers over a half million agents today, Twilio Flex helps businesses rapidly deploy tailored cloud contact centers free from the limitations of SaaS applications. Easily augment your existing contact center with remote agents, new channels, or an intelligent IVR and chatbot, or move your entire contact center to the cloud. Learn more about Twilio

Features

  • Call Recording
  • Call Logging
  • Call Routing
  • Contact Management
  • CRM
  • Call Scripting
  • Queue Management
  • Caller ID
  • Dashboard
  • Reporting/Analytics
  • Call Monitoring
  • IVR Software
Call center software for customer-centric teams. Easily integrate with 100+ CRMs and other business tools to grow your business!
Aircall is the #1 Call Center Software and surfaces valuable context from your Helpdesk, CRM, live chat, and e-commerce software to anticipate customer needs on every call, helping you reduce wait times and boost rep efficiency. Sales Teams love the Click-to-Dial Features & Automatic Call Logging. Join 16,000+ companies that trust Aircall to strengthen their customer relationships with industry-leading call center features like: SMS, advanced call routing, IVR, analytics + more. Learn more about Aircall

Features

  • Call Recording
  • Call Logging
  • Call Routing
  • Contact Management
  • CRM
  • Call Scripting
  • Queue Management
  • Caller ID
  • Dashboard
  • Reporting/Analytics
  • Call Monitoring
  • IVR Software
3CX is an all in one call center solution for calls & chats. Includes advanced call queues, reporting, recording, and CRM integration
3CX is an all-in-one call center solution to communicate with customers via voice, video & chat. Offers advanced queue strategies set to individuals or groups. Integrates with various CRMs & MS 365. Includes call recordings & reports. A single interface to answer customer live chat, facebook messages & SMS. Call work flows to eliminate time intensive tasks for agents. Accessible remotely with free mobile apps for iOS & Android. Can be deployed on premise or in the cloud. Get it for free! Learn more about 3CX

Features

  • Call Recording
  • Call Logging
  • Call Routing
  • Contact Management
  • CRM
  • Call Scripting
  • Queue Management
  • Caller ID
  • Dashboard
  • Reporting/Analytics
  • Call Monitoring
  • IVR Software
Don't miss this offer! Get 50% off DIDs for 3 months. Reach leads within 3 seconds with our call center software. 20 Seat Minimum.
Convoso delivers the ultimate cloud-based, omnichannel outbound dialing software. An all-in-one solution for outbound call centers with 20+ seats. Our cutting-edge AMD, identifying 97% of answering machines, combined with proactive Caller ID reputation management, ensures genuine connections. Bid farewell to 'Scam Likely' labels. With seamlessly automated workflows, experience a remarkable 300% increase in contact rates upon switching to Convoso. Learn more about Convoso

Features

  • Call Recording
  • Call Logging
  • Call Routing
  • Contact Management
  • CRM
  • Call Scripting
  • Queue Management
  • Caller ID
  • Dashboard
  • Reporting/Analytics
  • Call Monitoring
  • IVR Software
Affordable, Easy and Reliable VoIP Phone System - Mobile Integration, Web & Video Conferencing and 40+ business critical features.
A long-time industry leader in VoIP, Vonage also provides business integrations and unified communications features that stack up well against the competition. Vonage Business Communications is a strong offering for SMB organizations looking for an entire unified communications platform that enables users to connect by voice, messaging, SMS, and video. The scalable solution helps companies deliver secure, global customer communications experiences to over 35 countries. Learn more about Vonage Business Communications

Features

  • Call Recording
  • Call Logging
  • Call Routing
  • Contact Management
  • CRM
  • Call Scripting
  • Queue Management
  • Caller ID
  • Dashboard
  • Reporting/Analytics
  • Call Monitoring
  • IVR Software

Call Centre Software Buyers Guide

What is call center software?

Call center software helps businesses run their call centers efficiently by managing inbound and outbound calls, recording customer complaints, monitoring customer experience, and tracking agent productivity. These solutions can be used in multiple departments.

While sales and marketing teams use call center solutions to make sales and promotional calls to clients, support teams use this software to address customer issues, resolve complaints, and even provide post-sales training. Call center systems not only facilitate communication and engagement via phone, but also through channels such as email, live chat, instant messaging, SMS, and social media.

Benefits of call center software

  • Enhanced agent productivity and efficiency : Call center solutions include robust features like automatic call distribution and rule-based escalation to help businesses handle calls efficiently, minimize idle time, and modulate call speed and wait times based on the number of available agents. Role-based assignment ensures that calls are routed to the most appropriate agents without delays. Overall, call center solutions help businesses improve operations and address more customer queries by maximizing time and resources.
  • Improved customer relations : Call center systems help businesses stay connected with their customers and deliver a more personalized and rewarding experience through multiple channels. Efficient customer service helps build customer trust, brand loyalty, and longevity.

Typical features of call center software

  • Built-in telephony: Make phone calls from internet-enabled devices.
  • Call routing: Distribute and assign calls to individual agents or queues based on pre-established criteria such as time, day, or agent availability.
  • Telephony integration: Integrate VoIP (Voice over Internet Protocol) services with existing telephone equipment.
  • Call logging: Collect, record, and analyze calls made from or received by a business over a specified period. Provide statistical information such as time and date, call frequency, call duration, and caller ID.
  • Call recording: Record inbound and/or outbound calls to a call center and maintain a central repository of all recordings for training and quality monitoring purposes.
  • Queue management: Receive calls from customers, create a call queue, and keep customers on hold until they are connected with a live agent.

Considerations when purchasing call center software

  • Type of deployment: Call center solutions are available through hosted, on-premise, and cloud-based deployment options. On-premise and hosted deployment options suit businesses looking for customizable call center solutions, but prove costly if only needed for a short time. While cloud-based software is relatively cheaper and can often be set up in a few hours, it requires a reliable, constant internet connection to function effectively. Users should compare the advantages and disadvantages of cloud-based and on-premise systems, and shortlist products accordingly.
  • Multichannel support: Call center software lets businesses manage communication across multiple channels—such as SMS, online messengers, email, live chat, and social media platforms—for low additional costs. But, requirements vary based on use cases. If your brand is built on social media, for example, you need social media management functionality. Alternatively, if your marketing, sales, or customer support strategy involves text messages, your business needs SMS support. Buyers should clearly identify their needs before beginning their software search, and ensure desired functionality is included before making a purchase.
  • Voice-based customer interactions will decrease in the next two years : Call centers are shifting from traditional call center software to contact center solutions that let them leverage other communication tools (such as email, SMS messages, social media, and live chat). A Capterra research shows that while voice will remain a significant source of customer interactions, its usage will continue to decrease in the coming years as more and more businesses start leveraging digital channels.
  • Artificial intelligence (AI)-based conversational bots are picking up the pace in the small and midsize business (SMB) world : Voice- and text-based bots are effectively streamlining initial customer conversations. A Capterra research found that 68% of small businesses are currently using or plan to use some type of conversational user interface technology within the next one to two years. When such interfaces are used, customers hear a robotic tone or message (instead of live agents) that collects their personal details and query type. The bot can then answer basic queries on its own, or route calls to the most suitable agent. This automation speeds up the entire call process, and frees agents to handle more complex queries.