11 Best Call Management Systems in 2024

In the business environment, selecting the right call management system is crucial for maintaining efficient communication and exceptional customer service. With numerous options available, it can be overwhelming to decide which system best suits your business needs. Did you know that 52% of businesses use phones as their primary means of communication? This statistic underscores the importance of having a robust call management system in place.

What is a Call Management System?

A call management system is designed to streamline the handling of incoming and outgoing calls. It serves to manage incoming calls efficiently, ensuring they are routed to the right agent or department. This system is vital for businesses that prioritize customer service and operational efficiency.

One of the primary functions of a call management system is to manage and route calls accurately. This involves directing calls based on predefined criteria, such as time of day, caller identity, or agent availability. Additionally, these systems provide real-time and post-event reporting, enabling businesses to measure performance and make data-driven decisions.

Benefits of Call Management Systems for Businesses

Call management systems offer numerous benefits that enhance overall business operations. They enable effective management of customer inquiries, ensuring that calls are answered promptly and routed to the appropriate agents. This improves customer satisfaction and retention.

These systems also capture and review interactions, providing valuable insights into customer needs and agent performance. By analyzing this data, businesses can identify areas for improvement and implement targeted training programs to enhance team performance.

Moreover, call management systems enhance team performance through detailed metrics and analytics. Managers can monitor key performance indicators (KPIs) and adjust strategies to meet business objectives. This leads to a more productive and efficient workforce.

How Do Call Management Systems Work?

Call management systems utilize intelligent call routing to direct calls to the most appropriate agents. This involves various routing techniques, including time-based routing, skills-based routing, and round-robin routing. Each method has its unique advantages and can be tailored to meet specific business needs.

Time-based routing ensures that calls are directed based on the time of day, optimizing agent availability. Skills-based routing matches callers with agents who possess the necessary expertise to address their concerns. Round-robin routing distributes calls evenly among agents, ensuring a balanced workload.

Integration with other business tools, such as customer relationship management (CRM) systems, enhances workflow efficiency. This integration allows for seamless data sharing and improved customer service.

Top Features of a Call Management System

Call Tracking and Monitoring

Call tracking and monitoring are essential features for any call management system. They play a crucial role in customer service and telecommunications by verifying agent performance and measuring the return on investment (ROI) of marketing campaigns.

Tracking calls enables businesses to analyze customer interactions, identify trends, and make informed decisions. Monitoring calls helps ensure that agents adhere to quality standards and provides opportunities for targeted coaching and development.

Remarketing

Remarketing is a powerful feature that allows businesses to reach out to clients with relevant product and offer information. By capturing caller data and interactions, businesses can create personalized marketing campaigns that drive customer engagement and sales.

Call Recording

Call recording is vital for improving call quality and agent performance. It allows businesses to review calls, identify areas for improvement, and provide targeted feedback to agents. This feature ensures that calls meet quality standards and enhances overall customer satisfaction.

IVR (Interactive Voice Response)

IVR systems ensure constant availability and reduce missed calls by providing automated responses to common inquiries. This feature enhances customer experience by offering self-service options and directing callers to the appropriate department or agent.

Real-Time Updates

Real-time updates are essential for managing missed calls and setting up reminders. This feature ensures that no call goes unanswered and helps businesses stay on top of customer interactions.

Call Analytics

Call analytics provide detailed insights into call performance and customer interactions. Integration with CRM systems allows businesses to optimize their call strategies and improve overall efficiency.

Live Call Transfer

Live call transfer enhances customer satisfaction by enabling quick problem resolution. This feature allows agents to transfer calls seamlessly to the appropriate department or expert.

10 Best Call Management Systems

1. Bigly Sales

Bigly Sales is a comprehensive call management system known for its robust features and user-friendly interface. It offers a variety of essential features that ensure seamless communication and efficient call handling for businesses of all sizes.

Key Features

Call Forwarding: Allows calls to be redirected to another number, ensuring that important calls are never missed.
Call Recording: Enables recording of calls for quality assurance and training purposes, enhancing overall customer service.
Voicemail: Provides a reliable voicemail service, ensuring that messages are captured even when agents are unavailable.
Text Messaging: Facilitates SMS communication, allowing for quick and efficient customer interactions.

Benefits

Enhanced Communication: With features like call forwarding and voicemail, Bigly Sales ensures that all customer inquiries are addressed promptly.
Quality Assurance: Call recording helps monitor and improve the quality of interactions between agents and customers.
Flexibility: The inclusion of text messaging provides an additional channel for customer engagement, catering to different communication preferences.

2. CallHippo

CallHippo is renowned for its user-friendly interface and powerful features, making it a top choice for businesses looking to streamline their communication processes.

Key Features

Unlimited Calling: Offers unlimited calling, allowing businesses to manage high call volumes without additional costs.
Auto Attendant: Provides an automated system to greet and direct callers, ensuring efficient call handling.
Music on Hold: Enhances the customer experience by playing music or messages while they wait.
Voicemail: Ensures that no call goes unanswered by providing a reliable voicemail service.
Team Messaging: Facilitates internal communication through team messaging, promoting collaboration and efficiency.

Benefits

Cost-Effective: Unlimited calling helps businesses manage expenses by avoiding per-minute charges.
Professionalism: Auto attendant and music on hold features create a professional impression, enhancing customer satisfaction.
Collaboration: Team messaging improves internal communication, leading to better coordination and productivity.

3. 8×8

8×8 offers a wide range of features designed to meet the diverse needs of businesses. Its comprehensive call management capabilities make it a reliable choice for efficient communication.

Key Features

Unlimited Calling: Provides unlimited calling to handle large volumes of calls without incurring additional costs.
Auto Attendant: Directs calls to the appropriate department or agent, improving call handling efficiency.
Music on Hold: Keeps callers engaged while they wait, enhancing their overall experience.
Voicemail: Ensures that all messages are captured, even when agents are unavailable.
Team Messaging: Promotes internal communication and collaboration through team messaging features.

Benefits

Scalability: Suitable for businesses of all sizes, offering features that can grow with the company.
Efficiency: Auto attendant and music on hold features streamline call handling, reducing wait times for customers.
Enhanced Communication: Unlimited calling and voicemail features ensure continuous and reliable communication.

4. Nextiva

Nextiva is a versatile call management system that offers a variety of features to enhance business communication and operational efficiency.

Key Features

Auto Attendant: Provides automated call routing, ensuring that callers are directed to the appropriate agent or department.
Hold Music: Keeps callers engaged with music or messages while they wait.
Mobile App: Allows agents to manage calls and communication from their mobile devices, enhancing flexibility.
Video Conferencing: Facilitates virtual meetings, promoting collaboration and communication.

Benefits

Flexibility: The mobile app allows agents to handle calls from anywhere, ensuring continuous communication.
Professionalism: Auto attendant and hold music features enhance the customer experience.
Collaboration: Video conferencing supports remote work and team collaboration, improving overall productivity.

5. RingCentral

RingCentral is known for its reliability and comprehensive feature set, making it a popular choice for businesses seeking a robust call management solution.

Key Features

Business Phone Numbers: Provides dedicated business phone numbers to enhance professional communication.
Unlimited Calling: Offers unlimited calling, ensuring businesses can handle high call volumes efficiently.
Business SMS: Facilitates text messaging, providing an additional communication channel.
IVR (Interactive Voice Response): Automates call handling, directing callers to the appropriate department or agent.

Benefits

Professional Image: Dedicated business phone numbers and IVR enhance the professional image of the business.
Efficiency: Unlimited calling and business SMS features ensure seamless and cost-effective communication.
Customer Satisfaction: IVR and unlimited calling improve call handling efficiency, reducing wait times and enhancing customer satisfaction.

6. Google Voice

Google Voice offers a range of features designed to enhance business communication, making it an affordable and reliable call management solution.

Key Features

Voicemail Transcripts: Converts voicemail messages to text, making it easier to review and respond to messages.
Unlimited Text Messaging: Provides unlimited text messaging, ensuring continuous communication with customers.
Auto Attendant: Directs callers to the appropriate agent or department, improving call handling efficiency.

Benefits

Convenience: Voicemail transcripts make it easy to manage and respond to messages quickly.
Cost-Effective: Unlimited text messaging provides a cost-effective communication channel.
Efficiency: Auto attendant improves call handling, ensuring that calls are directed to the right place.

7. Vonage

Vonage offers a variety of features designed to improve communication and operational efficiency for businesses.

Key Features

AI Virtual Assistant: Vonage includes an AI virtual assistant that provides automated assistance to callers, enhancing the overall customer experience. This feature can handle common inquiries, route calls appropriately, and provide essential information without the need for human intervention.
High-Definition Call Quality: Ensures clear and reliable communication, which is crucial for maintaining professional interactions with clients and partners. High-definition call quality minimizes misunderstandings and ensures that every conversation is crisp and clear.
Video Conferencing: Supports virtual meetings, promoting collaboration and productivity. With video conferencing, teams can connect face-to-face, regardless of their physical locations, fostering better teamwork and communication.

Benefits

Enhanced Customer Experience: The AI virtual assistant improves the customer experience by providing quick and efficient assistance, reducing wait times and enhancing satisfaction.
Clear Communication: High-definition call quality ensures that conversations are clear and effective, reducing the likelihood of miscommunication.
Increased Collaboration: Video conferencing supports remote work and team collaboration, making it easier for employees to work together, even when they are not in the same location.

8. Grasshopper

Grasshopper provides a range of features designed to enhance business communication and customer service.

Key Features

Unlimited Calls: Grasshopper offers unlimited calls, ensuring that businesses can handle high call volumes efficiently. This feature is particularly beneficial for businesses that rely heavily on phone communication.
Toll-Free Numbers: Provides toll-free numbers, which enhance the professional image of the business. Toll-free numbers make it easier for customers to contact the business without incurring any charges, improving customer accessibility.
Custom Greetings: Allows businesses to create custom greetings, which enhance the customer experience by providing a personalized touch. Custom greetings can be tailored to reflect the business’s brand and tone, making a positive first impression on callers.

Benefits

Professional Image: Toll-free numbers and custom greetings enhance the professional image of the business, making it more accessible and customer-friendly.
Cost-Effective Communication: Unlimited calls provide a cost-effective solution for managing high call volumes, ensuring that communication costs are kept under control.
Personalized Experience: Custom greetings improve the customer experience by providing a personalized touch, making callers feel valued and appreciated.

9. OpenPhone

OpenPhone offers a range of features designed to improve business communication and operational efficiency.

Key Features

Group Calling: OpenPhone facilitates group calls, enhancing team communication and collaboration. This feature allows multiple team members to participate in a single call, making it easier to discuss projects and make decisions collectively.
Call Transfers: Allows for seamless call transfers, improving call handling efficiency. Call transfers enable agents to direct calls to the appropriate department or colleague, ensuring that customer inquiries are resolved promptly.
AI Call Summaries: Provides summaries of calls, making it easier to review and analyze interactions. AI call summaries offer a quick overview of key points discussed during the call, which can be useful for follow-ups and record-keeping.

Benefits

Enhanced Collaboration: Group calling and call transfers enhance team communication and collaboration, making it easier for employees to work together and share information.
Improved Efficiency: AI call summaries improve call handling efficiency by providing quick insights into interactions, allowing for better follow-up and customer service.
Professionalism: Call transfers and AI summaries enhance the professional image of the business, ensuring that customer interactions are handled smoothly and efficiently.

10. DialerHQ

DialerHQ provides a variety of features designed to enhance business communication and customer service.

Key Features

Power Dialer: DialerHQ includes a power dialer that automates dialing, increasing call efficiency and productivity. This feature is particularly useful for sales teams and customer service departments that need to make a high volume of calls.
Call Recording: Enables recording of calls for quality assurance and training purposes. Call recording allows businesses to review interactions, ensure compliance, and provide feedback to agents.
CRM Integration: Integrates with CRM systems, enhancing workflow efficiency. CRM integration ensures that all customer information is readily available during calls, improving the quality of interactions and customer service.

Benefits

Increased Productivity: The power dialer and call recording features enhance call handling efficiency and quality, allowing agents to focus on meaningful interactions.
Quality Assurance: Call recording ensures that interactions meet quality standards and provides valuable data for training and improvement.
Seamless Integration: CRM integration improves workflow efficiency, enhancing overall business operations by ensuring that customer data is easily accessible.

11. Aircall

Aircall offers a range of features designed to improve business communication and operational efficiency.

Key Features

Intelligent Call Routing: Aircall includes intelligent call routing that directs calls to the most appropriate agent, improving call handling efficiency. This feature ensures that callers are connected with the right person quickly, reducing wait times and enhancing satisfaction.
Advanced Analytics: Provides detailed insights into call performance, enabling data-driven decisions. Advanced analytics offer a comprehensive view of call metrics, helping businesses identify trends, measure performance, and make informed decisions.

Benefits

Efficient Call Handling: Intelligent call routing ensures that calls are handled efficiently and effectively, reducing wait times and improving customer satisfaction.
Data-Driven Insights: Advanced analytics provide valuable insights into call performance, helping businesses make informed decisions and optimize their call strategies.
Enhanced Customer Satisfaction: Efficient call handling and detailed analytics enhance overall customer satisfaction by ensuring that calls are directed to the right agents and that performance is continuously monitored and improved.

How to Choose the Right Call Management System

Reliability: When selecting a call management system, reliability is paramount. Ensure that the system provides dependable phone routing and has a robust phone carrier network to avoid disruptions in communication.
Onboarding Process and Customer Service: A smooth onboarding process and exceptional customer service are critical. Choose a provider that offers specialized support during implementation and ensures that your team is adequately trained to use the system effectively.
Industry Knowledge: Selecting a call management system provider with expertise in your industry can be beneficial. These providers understand the unique challenges and requirements of your sector and can tailor their solutions accordingly.
Pricing: Consider the pricing structure of the call management system. Choose a plan that aligns with your budget and business goals. Evaluate the features offered in each plan to ensure that you are getting the best value for your investment.

Conclusion

Choosing the right call management system is essential for maintaining efficient communication and providing excellent customer service. By understanding the benefits and features of call management systems, you can make an informed decision that aligns with your business needs. Whether you prioritize reliability, customer service, industry knowledge, or pricing, selecting the right system will help your business thrive.