The 20 Best Call Center Software

Did you know that 60% of customers still choose phone calls for resolving complex issues? The immediacy and familiarity of talking on the phone with a real human build trust between a customer and a customer service agent, making it an irreplaceable tool in some of the best call center software. However, phone support, while often a great way to help customers, is also the most time-consuming, least cost-effective, and hardest-to-measure support channel. How can businesses overcome these challenges?

To offer customers exceptional phone support, you’ll need effective call center software that allows your service team to do their best work. This comprehensive guide will help you navigate the essential features and top you ready to enhance your call center capabilities and meet your customers’ expectations? Read on to discover how the right call center software can transform your customer service strategy and streamline your operations.

Why Phone Support Remains Crucial in the Digital Age

In the era of digital communication, the preference for phone support might seem surprising. However, many customers still value the immediacy and personal touch of a phone call. Talking to a real person can resolve issues faster and more efficiently than navigating through automated systems or waiting for an email response.

Trust is a critical component of customer service, and phone support excels in building this trust. When customers hear a friendly and empathetic voice on the other end, it reassures them that their concerns are being taken seriously. This human connection can be the difference between a satisfied customer and a frustrated one.

Statistics show that a significant portion of customers prefer phone support over other channels. For instance, a recent study indicated that 60% of customers still favor phone calls for resolving complex issues. This preference highlights the ongoing importance of phone support in delivering excellent customer service.

Incorporating phone support into your customer service strategy requires the right tools. Call center software is essential for managing call volumes, routing calls efficiently, and integrating with other customer service channels. With the right call center software, you can provide seamless and effective phone support that meets your customers’ expectations.

Key Features to Look for in Call Center Software

1. Omnichannel Support

For businesses looking to enhance their customer service, omnichannel support is crucial. Call center software with omnichannel capabilities ensures that all customer interactions, whether via phone, email, live chat, or social media, are unified. This integration allows for a seamless transition between channels, providing a consistent customer experience.

A unified customer service experience reduces friction and increases efficiency. When incoming calls are logged in your help desk, agents can follow up via email, ensuring that all interactions are tracked and documented. This approach allows your team to see the context of previous interactions, regardless of the channel, creating a cohesive customer journey.

Effective omnichannel support also means that customers don’t need to repeat themselves when switching channels. Whether they start their query on social media and then call in, or vice versa, the agent has all the necessary information at their fingertips. This seamless experience can significantly improve customer satisfaction.

To implement omnichannel support, ensure your call center software integrates well with your existing communication tools. Look for software that offers robust integrations and can easily sync with your CRM, help desk, and other platforms. This integration will provide a holistic view of customer interactions, enhancing your ability to deliver top-notch support.

2. Call Routing

Efficient call routing is vital for providing prompt customer service. Call center software should offer both automated call routing and customizable options to ensure customers are connected to the right agent quickly. This feature is particularly important for large teams handling a high volume of calls.

Automated call routing can direct calls based on various criteria, such as agent availability, skill set, or customer needs. This system ensures that calls are handled by the most suitable agent, reducing wait times and improving the customer experience. Customizable routing options allow businesses to adapt to changing needs and optimize their workflows.

Testing the call routing feature during the trial period is essential. Set up and change workflows to see how flexible and user-friendly the system is. This testing phase will help you determine if the software can adapt to your business’s evolving requirements.

Effective call routing not only improves efficiency but also enhances customer satisfaction. By reducing wait times and ensuring customers reach the right person, you can resolve issues more quickly and effectively. This capability is a key component of any successful call center software.

3. CRM Integration for Customer Context

Integrating call center software with your CRM system is crucial for providing context-rich customer support. When agents have access to detailed customer histories, they can offer more personalized and effective service. This integration prevents customers from having to repeat their issues multiple times, streamlining the support process.

CRM integration allows agents to see past interactions, purchase history, and any previous support tickets. This comprehensive view helps agents understand the customer’s situation better and provide more relevant assistance. It also enables agents to identify trends and proactively address recurring issues.

Many call center tools offer CTI (computer-telephony integration) pop-ups that display customer information based on their phone number. This feature provides agents with immediate access to the customer’s details as soon as the call comes in, allowing for faster and more informed responses.

When evaluating call center software, ensure it offers robust CRM integration capabilities. Check how well it syncs with your existing CRM and whether it can seamlessly log calls and interactions. This integration will be instrumental in enhancing your team’s efficiency and providing a superior customer experience.

4. Cloud-Based Calling (VoIP)

Cloud-based calling, or Voice over Internet Protocol (VoIP), is a modern solution for call centers operating on cloud networks. Unlike traditional phone lines, VoIP runs through the internet, offering numerous advantages in terms of cost and flexibility. This technology is becoming increasingly popular due to its scalability and ease of use.

VoIP systems typically have lower installation and maintenance costs compared to traditional landlines. Since there is no need for on-premise hardware, businesses can save on infrastructure expenses. Additionally, VoIP services often come with advanced features like call recording, automated call distribution, and more, without additional costs.

Cloud-based calling is ideal for remote and distributed teams. Agents can make and receive calls from anywhere with an internet connection, providing flexibility and continuity in customer service. This capability is especially important in today’s work-from-home environment, where having a reliable and accessible communication system is crucial.

When choosing a VoIP system, consider factors like call quality, reliability, and customer support. Ensure the provider offers strong uptime guarantees and responsive support to handle any issues that arise. Investing in a robust VoIP solution can significantly enhance your call center’s efficiency and effectiveness.

5. Reporting and Analytics

Effective call center management requires a comprehensive understanding of various metrics, such as call volume, call trends, and agent performance. Call center software with robust reporting and analytics capabilities can provide these insights, helping managers make informed decisions and optimize operations.

Detailed reporting can reveal common customer issues, highlight gaps in support coverage, and identify training opportunities for agents. By analyzing call data, managers can adjust staffing levels to match peak call times, ensuring that the call center operates smoothly and efficiently.

Analytics tools can also track individual agent performance, providing insights into average call handling times, resolution rates, and customer satisfaction scores. This information can be used to recognize top performers and address any performance issues promptly.

Look for call center software that offers customizable reporting features. This flexibility allows managers to generate reports tailored to their specific needs and focus on the metrics that matter most to their business. With the right reporting tools, you can continually improve your call center’s performance and deliver better customer service.

Best Call Center Software for 2024

1. HubSpot

HubSpot’s call center software integrates seamlessly with its powerful CRM platform, providing an all-in-one solution for managing customer interactions. It allows users to call customers directly from the HubSpot platform, leveraging features like call logging and analytics. Recorded calls are automatically logged in the CRM, providing a comprehensive view of customer interactions and ensuring that all communication is tracked and accessible.

Key features of HubSpot’s call center software include:

Call Logging: Automatic recording and logging of calls in the CRM.
Analytics: Detailed analytics to track call performance and agent efficiency.
Integration: Seamless integration with other HubSpot tools and third-party applications.

2. Dialpad Ai Contact Center

Dialpad Ai Contact Center is renowned for its advanced AI-powered features, which include voice transcription, sentiment analysis, and real-time agent coaching. These features provide agents with real-time insights and guidance, enhancing the overall customer service experience. Dialpad integrates with popular CX tools like HubSpot, Salesforce, and Zendesk, offering a unified view of customer interactions.

Key features of Dialpad Ai Contact Center include:

Voice Transcription: Hyper-accurate transcription of calls in real-time.
Sentiment Analysis: Real-time analysis of customer sentiment during calls.
Agent Coaching: Real-time coaching and feedback for agents based on call performance.
Integration: Integration with major CRM and CX tools.

3. Nextiva

Nextiva offers a comprehensive contact center solution designed to help businesses connect with more callers efficiently. It includes features like IVR, automatic call routing, and call queuing, which streamline the call handling process and improve customer satisfaction. Nextiva also provides cloud-based calling, allowing for flexible and scalable communication.

Key features of Nextiva include:

IVR (Interactive Voice Response): Automated system for routing calls.
Call Routing: Automatic and customizable call routing options.
Call Queuing: Efficiently manage and queue incoming calls.
Cloud-Based Calling: Flexible calling solutions without the need for on-premise hardware.

4. Aircall

Aircall is a cloud-based call center solution designed to enhance customer experiences. It includes features like IVR, call routing, skill-based routing, and call queuing. Additionally, Aircall offers unique features such as call whispering, which allows managers to provide real-time guidance to agents during calls, and call monitoring for quality assurance.

Key features of Aircall include:

IVR: Direct calls efficiently to the right agents.
Skill-Based Routing: Route calls based on agent skills.
Call Queuing: Manage high call volumes effectively.
Call Whispering: Managers can coach agents in real-time without the customer hearing.

5. JustCall

JustCall provides a robust contact center solution tailored for customer-facing teams. It offers features such as call recording, SMS automation, live call monitoring, and post-call surveys. Its sales dialer and conversation intelligence capabilities help agents manage inbound and outbound campaigns effectively.

Key features of JustCall include:

Call Recording: Automatically record and log calls.
SMS Automation: Automate SMS responses and campaigns.
Live Call Monitoring: Monitor calls in real-time for quality assurance.
Post-Call Surveys: Collect customer feedback after calls.

6. CloudTalk

CloudTalk offers innovative call center software with various unique tools. Its custom queue feature allows support teams to dictate where incoming calls will be distributed, eliminating call transfers and enhancing the customer experience. CloudTalk also provides personalized voicemails and robust CRM integrations.

Key features of CloudTalk include:

Custom Queues: Dictate call distribution based on agent availability and skills.
Personalized Voicemails: Allow customers to leave messages when agents are unavailable.
CRM Integrations: Seamlessly integrate with major CRM platforms.
Advanced Reporting: Detailed analytics to track performance.

7. Bitrix24

Bitrix24 offers a contact center solution built around task management and CRM integration. It supports multiple customer service channels, including telephone lines, live chat, and email queues. Bitrix24 also provides an on-premise solution for industries requiring their own data storage.

Key features of Bitrix24 include:

Task Management: Integrate call center operations with task management tools.
CRM Integration: Comprehensive CRM for managing customer interactions.
Multiple Channels: Support for phone, live chat, and email.
On-Premise Solution: Option for on-premise data storage.

8. TalkDesk

TalkDesk provides a robust call center solution tailored for enterprise teams. It offers features designed to help large teams manage phone support efficiently, including workforce management tools, advanced security features, and industry-specific solutions.

Key features of TalkDesk include:

Omnichannel Support: Manage customer interactions across multiple channels.
Workforce Engagement Management: Tools for managing large teams effectively.
Advanced Reporting and Analytics: Detailed insights into call center performance.
Skills-Based Call Routing: Route calls based on agent skills and expertise.

9. Five9

Five9 combines all the tools needed for a complete customer service and sales call center. It includes workforce management tools, predictive dialing, and CTI screen pops to help agents provide better service and not miss a chance to upsell.

Key features of Five9 include:

Workforce Management: Optimize staffing levels and agent performance.
Predictive Dialing: Automatically dial multiple numbers to increase efficiency.
CTI Screen Pops: Provide agents with customer information as soon as the call connects.
Real-Time Analytics: Monitor call center performance in real-time.

10. RingCentral

RingCentral offers a flexible cloud-based phone system that supports both desktop and mobile users. Its unique features, like “RingOut,” enable one-touch calling from any phone or internet-enabled computer. RingCentral also provides powerful call delegation and answering rules to ensure calls are routed to the right individual.

Key features of RingCentral include:

Omnichannel Support: Manage customer interactions across various channels.
Escalation Management: Handle urgent customer queries effectively.
HD Video Calls: Support for high-definition video calls.
Integrations and APIs: Seamless integration with other business tools.

11. Dixa

Dixa is a simple-to-set-up contact center that runs entirely in a web browser. It features advanced call distribution algorithms and caller recognition, designed to improve the experience for both the customer and the contact center administrator. Dixa’s unique algorithms ensure calls are directed to the most appropriate agents, enhancing efficiency and customer satisfaction.

Key features of Dixa include:

Skills-Based Call Routing: Automatically route calls to agents based on their skills and availability.
Priority-Based Call Routing: Prioritize calls based on predefined criteria to manage urgent queries effectively.
Call Monitoring: Monitor calls in real-time to ensure quality and provide immediate support to agents.
Customized Quality Assurance: Tailor quality assurance measures to fit your specific needs.

12. Zendesk

Zendesk offers a comprehensive customer service platform that supports businesses of all sizes. Its call center solution is built on top of its extensive customer service platform, providing features like automatic ticket creation, IVR, and call recording. Zendesk integrates seamlessly with other customer service channels, ensuring a consistent and unified customer experience.

Key features of Zendesk include:

Customizable Automations: Automate repetitive tasks to increase efficiency.
Omnichannel Support: Manage customer interactions across phone, email, chat, and social media.
Interactive Voice Response (IVR): Direct calls efficiently with automated menus.
Call Recording: Record and log calls for quality assurance and training.

13. LiveAgent

LiveAgent’s call center solution is integrated directly into their multi-channel help desk, making it a cost-effective choice for small to medium-sized businesses. LiveAgent offers 24/7 customer service support without charging a per-minute usage fee, making it an economical option for businesses that rely heavily on phone support.

Key features of LiveAgent include:

24/7 Customer Service Support: Ensure customers can reach you at any time.
Outgoing Calls: Support for proactive customer service.
Automated Callbacks: Call customers back automatically when agents become available.
Advanced Reporting and Analytics: Gain insights into call center performance and agent efficiency..

14. Avaya Contact Center

Avaya Contact Center is trusted by over 90% of Fortune 100 companies, thanks to its robust enterprise-level features and security. Avaya provides a comprehensive omnichannel contact center solution, including advanced call routing, AI digital automation, and sentiment analysis. Avaya is known for its industry-specific security features, ensuring data protection and compliance.

Key features of Avaya Contact Center include:

Call Routing: Advanced routing capabilities to direct calls to the right agents.
AI Digital Automation: Automate routine tasks and improve efficiency.
Sentiment Analysis: Analyze customer sentiment in real-time to enhance service quality.
Voice and Facial Biometrics: Ensure secure and accurate customer identification.

15. net2phone

net2phone offers an advanced interactive voice response (IVR) system that helps reduce call volume by providing immediate responses to customers. The IVR system can handle various customer queries automatically or route them to the appropriate agent, enhancing the efficiency of your call center.

Key features of net2phone include:

Omnichannel Support: Support for phone, email, chat, and social media interactions.
Interactive Voice Response (IVR): Automated system to manage call volumes and direct customers appropriately.
Real-Time Analytics: Monitor and analyze call center performance in real-time.
Social Media Integrations: Integrate with social media platforms for unified customer interactions.

16. HappyFox

HappyFox is a help desk software with powerful call center capabilities. It integrates with Aircall and RingCentral to automatically record and assign calls to tickets within the system. HappyFox offers features like call scripting, custom ticket queues, and Service Level Agreement (SLA) management, making it a versatile tool for managing customer service.

Key features of HappyFox include:

SLA Management: Ensure compliance with service level agreements.
Call Scripting: Provide agents with standardized responses to common queries.
System Integration: Seamless integration with other call center tools.
Advanced Reporting: Detailed insights into call center performance and agent productivity.

17. Channels

Channels provides a mobile app that allows you to manage call center operations on the go. It offers features like call distribution rules and integrations with other software in your technology stack, including HubSpot, Zapier, Zendesk, and Shopify. Channels is an excellent choice for small businesses establishing a call center.

Key features of Channels include:

CRM Integrations: Integrate with major CRM platforms for unified customer data.
Outgoing Calls: Support for outbound call campaigns.
Advanced Reporting: Detailed analytics on call center performance.
Interactive Voice Response (IVR): Automated system for managing call volumes.

18. Freshcaller

Freshcaller is part of Freshwork’s diverse SaaS offerings, providing a dedicated phone system for managing customer support calls. It supports international businesses with features like multi-level IVR, call routing, and SLA management. Freshcaller also offers virtual phone numbers and a mobile app for managing calls on the go.

Key features of Freshcaller include:

Omnichannel Support: Manage customer interactions across various channels.
Call Routing: Direct calls efficiently based on predefined criteria.
Multi-Level IVR: Advanced IVR system for managing high call volumes.
SLA Management: Ensure compliance with service level agreements.

19. UJET

UJET provides a robust contact center platform that integrates seamlessly with your CRM. It allows you to unify, contextualize, and improve the customer journey from a smartphone. UJET’s SmartActions feature enables customers to share photos, videos, and texts with a live agent, making it easier to identify and resolve issues.

Key features of UJET include:

Real-Time Analytics: Monitor and analyze call center performance in real-time.
Voice, Digital, and AI Engagement: Support for various customer interaction channels.
Integrations and APIs: Seamless integration with CRM and other business tools.
Automated Ticket Management: Streamline ticket creation and management.

20. Aloware

Aloware offers a contact center software built to enhance sales and support operations with unlimited calling and texting. It integrates with your favorite CRM, providing a cloud-based phone system paired with Local Presence. Aloware’s tools include power dialing, SMS broadcasting, and contact automation, making it a powerful solution for sales teams.

Key features of Aloware include:

Omnichannel Support: Support for phone, email, chat, and social media interactions.
Outgoing Calls: Unlimited calling and texting for sales campaigns.
CRM Integrations: Seamless integration with major CRM platforms.
Interactive Voice Response (IVR): Automated system for managing call volumes.
Real-Time Reports and Analytics: Detailed insights into call center performance.

How to Choose the Right Call Center Software for Your Business

Assessing Your Needs

The first step in choosing the right call center software is assessing your business’s specific needs. Identify the critical features that will enhance your customer service, such as call routing, CRM integration, and reporting capabilities. Understanding your requirements will help you narrow down the options and select the software that best fits your needs.

Consider factors such as the size of your team, the volume of calls you handle, and the types of customer interactions you manage. This assessment will ensure that the software you choose can scale with your business and adapt to changing demands.

Trial Periods

Utilizing trial periods is essential for evaluating call center software. During the trial, test the software’s features and functionality to ensure it meets your expectations. Set up workflows, test call routing, and assess the ease of integration with your existing systems.

Trial periods provide an opportunity to identify any potential issues and determine if the software can adapt to your business’s needs. Use this time to gather feedback from your team and make an informed decision.

Scalability

Scalability is a crucial factor when choosing call center software. Ensure that the software can grow with your business and handle increased call volumes. Look for features that allow you to add or remove agents easily, manage phone numbers, and adjust call routing configurations.

Scalable software will enable your business to adapt to changing needs and ensure consistent customer service. Investing in scalable call center software will provide long-term benefits and support your business’s growth.

Integration with Existing Systems

Effective integration with your existing systems is essential for seamless operations. Ensure that the call center software can integrate with your CRM, help desk, and other communication tools. This integration will provide a unified view of customer interactions and enhance your team’s efficiency.

Check the software’s compatibility with your current tools and assess how well it syncs data across platforms. Robust integration capabilities will streamline your workflows and improve overall customer service.

Conclusion

Choosing the right call center software is crucial for providing excellent phone support and enhancing overall customer service. By understanding your needs, utilizing trial periods, ensuring scalability, and integrating with existing systems, you can select the best software for your business.

The top call center software options for 2024, including HubSpot, Dialpad Ai Contact Center, Nextiva, Aircall, and JustCall, offer powerful features and flexible pricing plans. These tools will help you create a winning customer service strategy and deliver the support that turns unhappy customers into brand evangelists.