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Best Call Center Software

Explore the best Call Center Software to connect with your customers, offer exceptional service, and improve customer experience. Goodfirms is an expert in software analysis, and its research team is second to none when it comes to evaluating software applications. Goodfirms has listed the top call center software solutions that you can partner with for providing robust contact center solutions to your customers.

Goodfirms conducts a thorough review and verification process before including any company in the listings. Some listings may involve fees. [How Goodfirms ensures trust]
Rankings updated: Dec 31, 2025
256 Software

List of Best Call Center Software with Reviews

  • OXON

    5.0 1 Review Verified

    OXON is a cloud-based contact center suite suitable for businesses of all sizes. It allows users to manage inbound customer service and customer support calls, outbound sales calls, email, chat and business ... read more about OXON

    OXON Review

    Intelligent solution reviewed by: igor szabo
    Entry Level Price
    Contact vendor
    Free Trial
    N/A
    Pricing Type
    Contact Vendor
    20% in Call Center Software

    Features
    • Call Logging
    • Call Recording
    • Call Scripting
    • Campaign Management
    • Conference Calling
    • Escalation Management
    • Interactive Voice Response
    • Manual Dialer
    • Predictive Dialer
    • Queue Management
    • Reporting & Analytics
    • Voicemail

    Key Details
    Industries
    • Accounting
    • Banking
    • Financial-services
    • Hospital-health-care
    • Industrial-automation
    • Information-services
    • Information-technology-services
    • Insurance
    • Telecommunications
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    Support
    • Email
    • Chat
    • Phone
    • 24x7 Support
    Training
    • Webinar
    • Documentation
    Knowledge Base
    • Help Guides
    • Video
    • Blog

    Packages
    Pricing Type
    • Contact Vendor
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Payment Frequency
    • Quote Based
    Vendor pricing page
    Visit website

  • CallCenterHosting

    5.0 1 Review Verified

    Cloud has taken the call center industry to a completely new level and, it has brought in several innovations that have made it possible to tap the full potential of customer service ... read more about CallCenterHosting

    CallCenterHosting Review

    They supported me everything before they made sales reviewed by: Kalpesh Thakrar
    Entry Level Price
    $7.49 Per Month
    Free Trial
    Available
    Pricing Type
    Flat Rate
    25% in Call Center Software

    Features
    • Call Logging
    • Call Recording
    • Call Scripting
    • Conference Calling
    • Escalation Management
    • Interactive Voice Response
    • Manual Dialer
    • Predictive Dialer
    • Queue Management

    Key Details
    Industries
    • Banking
    • Consumer-goods
    • Consumer-services
    • Financial-services
    • Information-services
    • Information-technology-services
    • Retail
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    Support
    • Email
    • Chat
    • Phone
    • 24x7 Support
    Training
    • Webinar
    • Documentation
    Knowledge Base
    • Help Guides
    • Video
    • Blog
    • Infographics
    • Whitepapers

    Packages
    Pricing Type
    • Flat Rate
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Free Trial
    • Available Trial
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    • Quote Based
    Vendor pricing page
    Available Packages
    Standard
    $7.49 Per Month
    Visit website

  • Voiptime Cloud

    Inbound call center Deliver personalized customer service and increase answering incoming calls to meet SL 80/20 Increase the first call resolution by empowering your call center agents with the full information about ... read more about Voiptime Cloud

    Entry Level Price
    Contact vendor
    Free Trial
    N/A
    Pricing Type
    Contact Vendor
    40% in Call Center Software

    Features
    • Call Logging
    • Call Recording
    • Call Scripting
    • Campaign Management
    • Interactive Voice Response
    • Manual Dialer
    • Predictive Dialer
    • Queue Management

    Key Details
    Industries
    • Banking
    • Financial-services
    • Insurance
    • Marketing-advertising
    • Retail
    • Telecommunications
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    Support
    • Email
    • Chat
    • Phone
    • 24x7 Support
    Training
    • Webinar
    • Documentation
    Knowledge Base
    • Help Guides
    • Video
    • Blog
    • Case Studies

    Packages
    Pricing Type
    • Contact Vendor
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Payment Frequency
    • Monthly Payment
    Vendor pricing page
    Visit website

  • The Real PBX

    Enrich with advanced features, Toll Free Number from The Real PBX simplifies the way you manage and prioritize your business calls. Give your business the power of cloud intelligence with the right ... read more about The Real PBX

    Entry Level Price
    $20 Per Month
    Free Trial
    Available
    Pricing Type
    Flat Rate
    50% in Call Center Software

    Features
    • Call Logging
    • Call Recording
    • Call Scripting
    • Campaign Management
    • Conference Calling
    • Escalation Management
    • Interactive Voice Response
    • Manual Dialer
    • Queue Management

    Key Details
    Industries
    • Marketing-advertising
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    Support
    • Chat
    • Phone
    • 24x7 Support
    Knowledge Base
    • Help Guides
    • Video
    • Blog
    • Infographics

    Packages
    Pricing Type
    • Flat Rate
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Free Trial
    • Available Trial
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    • Quote Based
    Vendor pricing page
    Available Packages
    Standard
    $20 Per Month
    Visit website

  • Patch

    At Patch is an In-App Communications platform, our SDK’s embed into any app with just 3 function calls, enables actionable notifications, chat and calls via IP or PSTN. It’s simple, if a ... read more about Patch

    Entry Level Price
    Free version
    Free Trial
    Available
    Pricing Type
    Free
    50% in Call Center Software

    Features
    • Call Logging
    • Call Recording
    • Campaign Management
    • Conference Calling
    • Escalation Management
    • Manual Dialer
    • Queue Management

    Key Details
    Licensing & Deployment
    • Cloud Hosted
    • Web-based
    • iPhone/iPad
    • Android
    Support
    • Phone
    Knowledge Base
    • Help Guides
    • Case Studies
    • Whitepapers

    Packages
    Pricing Type
    • Free
    Payment Frequency
    • Monthly Payment
    • Free
    Vendor pricing page
    Visit website

  • Thirdlane

    5.0 21 Reviews Verified

    Thirdlane offers a white-label UCaaS platform with a multi-tenant PBX at its core. Service providers, MSPs, and telecom resellers can launch branded communication services with VoIP calling, messaging, video meetings, and Contact ... read more about Thirdlane

    Thirdlane Reviews

    A powerful solution that grows with your business, ensuring you're ready for the future. reviewed by: Ramiro, CEO at NimbusTech MSP
    Entry Level Price
    Contact vendor
    Free Trial
    14 Days
    Pricing Type
    Contact Vendor
    16% in Call Center Software

    Features
    • Call Logging
    • Call Recording
    • Call Scripting
    • Conference Calling
    • Interactive Voice Response
    • Manual Dialer
    • Predictive Dialer
    • Queue Management
    • Voicemail

    Key Details
    Industries
    • Accounting
    • Airlines-aviation
    • Architecture-planning
    • Arts-crafts
    • Automotive
    • Aviation-aerospace
    • Banking
    • Biotechnology
    • Broadcast-media
    • Capital-markets
    • Chemicals
    • Commercial-real-estate
    • Computer-games
    • Computer-networking
    • Computer-software
    • Construction
    • Consumer-electronics
    • Consumer-goods
    • Cosmetics
    • Defense-space
    • Education-management
    • Food-production
    • Government-relations
    • Hospitality
    • Human-resources
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • On Premises
    • Web-based
    • iPhone/iPad
    • Android
    • Windows
    • Mac
    • Linux
    Support
    • Email
    • Chat
    • Phone
    • 24x7 Support
    Training
    • In-person
    • Documentation
    Knowledge Base
    • Help Guides
    • Video Guides
    • Blogs

    Reviews
    What User‘s Say
    Gets Better The Longer You Use It
    M.R.
    The VoIP Solution MSPs Need for Long-Term Success
    O. B., CEO at Telex8
    VoIP platform that doesn’t babysit you
    Bill F
    Review Summary
    Once in place, it’s a dependable platform that adapts to changing needs and scales cleanly. Over time, the depth of features really shows its value, making it a strong long-term solution.
    M.R.
    M.R.

    Packages
    Pricing Type
    • Contact Vendor
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Free Trial
    • 14 Days Trial
    Payment Frequency
    • Quote Based
    Vendor pricing page Try Software Demo Get Free Trial

    Integration
    Integrated With
    • Salesforce CRM
    • Zoho CRM
    • Sugar CRM
    • Freshdesk
    • Zendesk
    • HubSpot CRM
    Visit website

  • LiveAgent

    5.0 20 Reviews Verified

    LiveAgent is a comprehensive help desk and live chat software that streamlines all your customer interactions into an integrated, hybrid ticketing system where everything is easily accessible and manageable. LiveAgent harnesses the ... read more about LiveAgent

    LiveAgent Reviews

    LiveAgent is very reliable, and I never had any bad experience with them, especially when it comes to customer service. reviewed by: Jeroen van Gils, Founder & CEO at LiFi.co
    Entry Level Price
    $15 Per Month
    Free Trial
    30 Days
    Pricing Type
    Per User
    11% in Call Center Software

    Features
    • Call Logging
    • Call Recording
    • Call Scripting
    • Campaign Management
    • Conference Calling
    • Escalation Management
    • Interactive Voice Response
    • Manual Dialer
    • Predictive Dialer
    • Queue Management
    • Reporting & Analytics
    • Voicemail
    • AI Features

    Key Details
    Industries
    • Accounting
    • Airlines-aviation
    • Apparel-fashion
    • Automotive
    • Banking
    • Business-supplies-equipment
    • Civic-social-organization
    • Commercial-real-estate
    • Computer-software
    • Consumer-electronics
    • Consumer-goods
    • Consumer-services
    • Entertainment
    • Events-services
    • Facilities-services
    • Financial-services
    • Food-beverages
    • Fundraising
    • Government-administration
    • Health-wellness-fitness
    • Hospital-health-care
    • Hospitality
    • Human-resources
    • Information-technology-services
    • Insurance
    • Leisure-travel
    • Logistics-supply-chain
    • Luxury-goods-jewelry
    • Marketing-advertising
    • Media-production
    • Nonprofit-organization-management
    • Package-freight-delivery
    • Political-organization
    • Real-estate
    • Retail
    • Staffing-recruiting
    • Telecommunications
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    • iPhone/iPad
    • Android
    • Windows
    • Mac
    • Linux
    Support
    • Email
    • Chat
    • Phone
    • 24x7 Support
    Knowledge Base
    • Help Guides
    • Video
    • Blog
    • Webinars
    • On-Site Training

    Reviews
    What User‘s Say
    Good service
    Ahmad Falah, CEO at Pros Onsite Locksmith
    A great all-in-one platform
    Magdalena Markov
    25/7 in the air!
    Milica Taleva
    Review Summary
    LiveAgent is a powerful, all-in-one help desk solution that offers a range of features to streamline customer support. With its omnichannel approach, it integrates email, live chat, phone support, social media, and more into one unified platform, making it easier to manage communication across different channels. One of its standout features is the real-time live chat functionality, which enhances response time and improves customer satisfaction.
    Ahmad Falah
    Ahmad Falah, CEO at Pros Onsite Locksmith

    Packages
    Pricing Type
    • Per User
    Preferred Currency
    • USD ($)
    Free Version
    • Yes
    Free Trial
    • 30 Days Trial
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    Vendor pricing page Try Software Demo Get Free Trial
    Available Packages
    Small
    $15 Per Month
    Medium
    $29 Per Month
    Large
    $49 Per Month
    Enterprise
    $69 Per Month
    Visit website

  • Zendesk Support

    4.5 16 Reviews Verified

    Zendesk is a powerful and flexible customer service software and engagement platform that scale to meet the needs of any business, from startups and small businesses to growth companies and enterprises. Zendesk ... read more about Zendesk Support

    Zendesk Support Reviews

    Zendesk's intuitive design makes it easy for our team to navigate reviewed by: Joosep Seitam, Co-founder and Chief Content Strategist at Adsellr
    Entry Level Price
    Contact vendor
    Free Trial
    14 Days
    Pricing Type
    Contact Vendor
    10% in Call Center Software

    Features
    • Call Logging
    • Call Recording
    • Call Scripting
    • Campaign Management
    • Interactive Voice Response
    • Manual Dialer
    • Predictive Dialer
    • Queue Management
    • Reporting & Analytics
    • Voicemail

    Key Details
    Industries
    • Information-technology-services
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    Support
    • Chat
    • 24x7 Support
    Training
    • In-person
    Knowledge Base
    • Help Guides
    • Video
    • Blog
    • Case Studies
    • On-Site Training

    Reviews
    What User‘s Say
    The platform offers a high degree of personalization in managing workflows
    Diana Stepanova, Operations Director at Monitask
    Cloud-based customer service platform with an intuitive and user-friendly interface
    Jessica Carrel, Co-founder at Any Software Tools
    Zendesk helps us to manage customer support inquiries easily
    Matt Bailey, Founder and Lead Instructor at SiteLogicMarketing
    Review Summary

    Our company, Monitask, has been utilizing Zendesk Support as our primary ticketing software for close to two years now. We handle various inquiries and provide technical support to our customers using this software daily.

    Diana Stepanova
    Diana Stepanova, Operations Director at Monitask

    Packages
    Pricing Type
    • Contact Vendor
    Preferred Currency
    • USD ($)
    Free Version
    • Yes
    Free Trial
    • 14 Days Trial
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    Vendor pricing page Try Software Demo Get Free Trial
    Visit website

  • ICTBroadcast

    5.0 6 Reviews Verified

    ICTBroadcast is multi tenant, unified communications based auto dialer, predictive dialer and power dialer software solution features inbound IVR, IVR Studio, press 1 campaign, complete call center, AMD, HLR, DNC, survey, appointment ... read more about ICTBroadcast

    ICTBroadcast Reviews

    ICTBroadcast Helped Us Automate Voice, SMS, and Email Campaigns reviewed by: Danish Hafeez, QA Asisitant at ICTInnovations
    Entry Level Price
    Free version
    Free Trial
    Available
    Pricing Type
    Free
    34% in Call Center Software

    Features
    • Call Logging
    • Call Recording
    • Call Scripting
    • Campaign Management
    • Interactive Voice Response
    • Manual Dialer
    • Predictive Dialer
    • Queue Management
    • Voicemail

    Key Details
    Industries
    • Marketing-advertising
    • Telecommunications
    Licensing & Deployment
    • Proprietary
    • On Premises
    • Web-based
    • Linux
    Support
    • Chat
    • Phone
    • 24x7 Support
    Knowledge Base
    • Help Guides
    • Video
    • Blog
    • Case Studies

    Reviews
    What User‘s Say
    ICTBroadcast — The Most Complete Autodialer and Communication Platform
    Ellsa John
    ICTBroadcast: Trusted Automation for Seamless Outreach Campaigns
    Museerah khan, SEO Analyst at ICTInnovation
    Easy to use ICTBroadcast and very Good Work
    Waheed Asgar, Project Development Manager at BC Software House
    Review Summary
    My overall experience with ICTBroadcast has been excellent. It feels like a truly professional-grade platform that combines power, flexibility, and scalability in one place. The initial effort to learn it paid off quickly because now I have a reliable solution that grows with my needs. In my opinion, it’s one of the best communication and autodialer systems available, and it has given me a real edge in running smarter, more effective campaigns.
    Ellsa John
    Ellsa John

    Packages
    Pricing Type
    • Free
    Payment Frequency
    • One-Time Payment
    Vendor pricing page
    Visit website

  • Close

    5.0 5 Reviews Verified

    Close CRM software can easily create a route of growth for your business. It increases the sales team's productivity with sales force automation by taking care of core operations. The integrated reporting ... read more about Close

    Close Reviews

    Most complete & easy-to-use CRM reviewed by: Joe Gatto
    Entry Level Price
    $49 Per Month
    Free Trial
    14 Days
    Pricing Type
    Per User
    8% in Call Center Software

    Features
    • Call Logging
    • Call Recording
    • Conference Calling
    • Escalation Management
    • Interactive Voice Response
    • Predictive Dialer
    • Queue Management
    • Reporting & Analytics
    • Voicemail

    Key Details
    Industries
    • Accounting
    • Logistics-supply-chain
    • Marketing-advertising
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    • Windows
    • Mac
    Support
    • Phone
    • 24x7 Support
    Training
    • Webinar
    Knowledge Base
    • Help Guides
    • Video
    • Blog

    Reviews
    What User‘s Say
    Close is a powerful and easy to use CRM
    Erik Zahnlecker, Co-Founder, COO at Allocate.ai
    Straight to the point and no added mess
    David Lee, Manager at CPD Online College
    Highly recommended
    Michael Kaiser-Nyman, President at Epicodus
    Review Summary

    Close has an intuitive user interface and is supercharged by its many available integrations. We leveraged the Zapier integration and in doing so automated a good portion of the work we were previously doing manually. It was as if we added another member to our team. Highly recommend

    Erik Zahnlecker
    Erik Zahnlecker, Co-Founder, COO at Allocate.ai

    Packages
    Pricing Type
    • Per User
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Free Trial
    • 14 Days Trial
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    Vendor pricing page Try Software Demo Get Free Trial
    Available Packages
    Standard
    $49 Per Month
    Visit website

  • DCDial

    5.0 5 Reviews Verified

    Our cloud-based contact center solution helps companies reach millions of customers via interactive text and voice. Our highly customizable solution boasts an intuitive and user-friendly interface that allows our clients to design ... read more about DCDial

    DCDial Reviews

    One Of The Bestest Calling Solution reviewed by: Malik Zeshan Ashraf
    Entry Level Price
    Contact vendor
    Free Trial
    N/A
    Pricing Type
    Contact Vendor
    40% in Call Center Software

    Features
    • Call Logging
    • Call Recording
    • Call Scripting
    • Campaign Management
    • Interactive Voice Response
    • Manual Dialer
    • Predictive Dialer
    • Queue Management
    • Reporting & Analytics
    • Voicemail

    Key Details
    Industries
    • Banking
    • Consumer-services
    • Financial-services
    • Information-services
    • Information-technology-services
    • Retail
    • Telecommunications
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    Support
    • Email
    • Chat
    • Phone
    • 24x7 Support
    Training
    • Webinar
    • Documentation
    Knowledge Base
    • Help Guides
    • Video
    • Infographics
    • On-Site Training

    Reviews
    What User‘s Say
    DCDial is on top of their game, they are a company that Cares about their customers!
    Patrick.Meyer at LCS Financial Services Corp
    Awesome Service, I am HAPPY
    Aamir Shahzad, Project Manager at Xeeonix Technologies
    Nice user experience
    erick thomas
    Review Summary
    I am an IT Manager and I have over 30 years of work experience in IT and I have worked with Several systems like DCDial and I have to say the ease of use and management of the system is better than most systems out there that I have experience with managing. I have to say their Support is top Shelf, very responsive, and eager to help with even the most simple thing...
    Patrick.Meyer
    Patrick.Meyer at LCS Financial Services Corp

    Packages
    Pricing Type
    • Contact Vendor
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    Vendor pricing page Get Free Trial Download Pricing Document

    Integration
    Integrated With
    • Zendesk Guide
    • Oracle Cloud HCM
    • Microsoft 365
    Visit website

  • InfoFlo

    5.0 4 Reviews Verified

    InfoFlow is a perfect CRM solution for SMEs. The software offers all basic CRM features at an affordable price. Users can harness the power of tools like document management, task management, and ... read more about InfoFlo

    InfoFlo Reviews

    InfoFlo is a feature-rich CRM solution to manage customer relations designed to improve business productivity. reviewed by: Anonyms User
    Entry Level Price
    $30 Per Month
    Free Trial
    30 Days
    Pricing Type
    Flat Rate
    40% in Call Center Software

    Features
    • Call Logging
    • Call Recording
    • Conference Calling
    • Escalation Management
    • Interactive Voice Response
    • Manual Dialer
    • Predictive Dialer
    • Queue Management
    • Reporting & Analytics
    • Voicemail

    Key Details
    Industries
    • Banking
    • Financial-services
    • Hospital-health-care
    • Insurance
    • Retail
    • Telecommunications
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • On Premises
    • Web-based
    • iPhone/iPad
    • Android
    • Windows
    • Linux
    Support
    • Chat
    • Phone
    • 24x7 Support
    Knowledge Base
    • Help Guides
    • Video
    • Blog

    Reviews
    What User‘s Say
    InfoFlo is an all-in-one and easy-to-use CRM software that is perfect for a management solution to track and manage contacts automatically.
    Nathan Mendez
    Inflo CRM has solved many issues that we have faced in our organisation by simply streamlining the usual process.
    Anonyms User
    Inflo CRM has solved many issues that we have faced in our organisation by simply streamlining the usual process.
    Anonyms User
    Review Summary
    I like this software for giving us all information related to customers such as emails, contacts and other records. This software can be accessed online which makes it a great choice for teams that are working remotely. It is useful for small to midsize all kinds of organizations. It is easily integrated with other systems.
    Nathan Mendez
    Nathan Mendez

    Packages
    Pricing Type
    • Flat Rate
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Free Trial
    • 30 Days Trial
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    Vendor pricing page
    Available Packages
    Standard
    $30 Per Month
    Visit website

  • Genesys

    4.5 4 Reviews Verified

    Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organisations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across ... read more about Genesys

    Genesys Reviews

    Solid products with good support, and the clout behind them to keep developing. reviewed by: Kristopher Kauth
    Entry Level Price
    Contact vendor
    Free Trial
    30 Days
    Pricing Type
    Per Feature
    10% in Call Center Software

    Features
    • Call Logging
    • Call Scripting
    • Campaign Management
    • Conference Calling
    • Escalation Management
    • Manual Dialer
    • Predictive Dialer
    • Queue Management
    • Voicemail

    Key Details
    Industries
    • Accounting
    • Banking
    • Financial-services
    • Information-services
    • Information-technology-services
    • Marketing-advertising
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    Support
    • Email
    • Chat
    • Phone
    • 24x7 Support
    Training
    • Webinar
    • Documentation
    Knowledge Base
    • Help Guides
    • Video
    • Blog
    • Webinar
    • On-Site Training

    Reviews
    What User‘s Say
    Genesys is a suite of cloud- services that enable companies to deliver a personalized experience that makes life easier.
    Anthony Horton
    Great Call Center phone systems
    Richard Oberle
    Genesys Cloud - all the technology and know-how under one roof!
    Robert Wakefield-Carl
    Review Summary
    Nice and very helpful solution. This suite has made my life at work so much easier. Super-fast to submit a ticket, I can input plenty of information, plus I can see all updates. customized domain, knowledge base, and self-service portal. Overall, it is a cool tool that makes it easier to track your work.
    Anthony Horton
    Anthony Horton

    Packages
    Pricing Type
    • Per Feature
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Free Trial
    • 30 Days Trial
    Payment Frequency
    • Quote Based
    Vendor pricing page Download Pricing Document
    Visit website

  • Dialpad

    4.3 4 Reviews Verified

    Deploy new contact centers around the world in minutes and manage all your agents in one place. Dialpad Ai helps you provide the best support across every channel with live coaching, sentiment ... read more about Dialpad

    Dialpad Reviews

    Useful platform for communicating with patients and colleagues during COVID & beyond reviewed by: Tyler Sanslow
    Entry Level Price
    $15 Per Month
    Free Trial
    14 Days
    Pricing Type
    Per User
    15% in Call Center Software

    Features
    • Call Logging
    • Call Recording
    • Call Scripting
    • Campaign Management
    • Conference Calling
    • Escalation Management
    • Interactive Voice Response
    • Manual Dialer
    • Predictive Dialer
    • Queue Management
    • Voicemail

    Key Details
    Industries
    • Banking
    • Education-management
    • Financial-services
    • Hospital-health-care
    • Information-technology-services
    • Real-estate
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    Support
    • Email
    • Phone
    • 24x7 Support
    Training
    • Webinar
    • Documentation
    Knowledge Base
    • Help Guides
    • Video
    • Blog
    • Infographics

    Reviews
    What User‘s Say
    Streamlined Team Operations- Smaller teams value from the increased means of communication and work-life balance in a changing world
    Laura Samoisette
    Easy to use call & texting without giving out your personal number!
    Melissa Hirsch
    In my experience I have found the system very user friendly.
    Koren Pilkinton, 4
    Review Summary
    This software is very valuable to our team because it differentiates work calls from personal calls. It also allows for a more efficient flow of work because users are able to have quick chats with fellow users within the office. It is great having a compiled list of my frequent contacts on the desktop. I don't even have to pick up my phone. The one big issue I have is that the voicemail AI scripts are very inaccurate and you can't rely on them or the automatic event making. Improvements to those issues would make the perks of the software top notch.
    Laura Samoisette
    Laura Samoisette

    Packages
    Pricing Type
    • Per User
    Preferred Currency
    • USD ($)
    Free Version
    • Yes
    Free Trial
    • 14 Days Trial
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    • Quote Based
    Vendor pricing page Try Software Demo
    Available Packages
    Standard
    $15 Per Month
    Visit website

  • CloudTalk

    5.0 3 Reviews Verified

    Cut down resolution time for inbound customer support calls and win more sales deals with CloudTalk – the best-rated cloud call center software for SMB in 2022. CloudTalk gives you a 360° ... read more about CloudTalk

    CloudTalk Reviews

    Easy to use, Seamlesss to integrate reviewed by: Anthony Lee
    Entry Level Price
    $25 Per Month
    Free Trial
    14 Days
    Pricing Type
    Per User
    40% in Call Center Software

    Features
    • Call Logging
    • Call Recording
    • Call Scripting
    • Campaign Management
    • Conference Calling
    • Escalation Management
    • Interactive Voice Response
    • Manual Dialer
    • Predictive Dialer
    • Queue Management
    • Reporting & Analytics
    • Voicemail

    Key Details
    Industries
    • Banking
    • Consumer-services
    • Financial-services
    • Hospital-health-care
    • Information-services
    • Information-technology-services
    • Retail
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    Support
    • Email
    • Chat
    • Phone
    • 24x7 Support
    Training
    • Webinar
    • Documentation
    Knowledge Base
    • Help Guides
    • Video
    • Blogs
    • Infographics
    • On-Site Training

    Reviews
    What User‘s Say
    CloudTalk: A Scalable and Efficient VoIP Solution for Sales and Support Teams
    Ushmita Sharma, Senior Account Manager at Teqo Solutions
    Great technology for outbound calls
    Patrik Ruman
    Review Summary
    CloudTalk and Dialpad both offer cloud-based VoIP solutions, but they cater to different needs. CloudTalk excels in call routing, IVR, and CRM integrations, making it ideal for customer support and sales teams. Dialpad, with its AI-powered analytics and real-time transcription, is better for AI-driven insights and automation. CloudTalk was chosen for its strong scalability, intuitive interface, and advanced call management features, which align well with high-volume support and sales operations. However, if AI-driven analytics and voice intelligence are a priority, Dialpad might be a better fit.
    Ushmita Sharma
    Ushmita Sharma, Senior Account Manager at Teqo Solutions

    Packages
    Pricing Type
    • Per User
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Free Trial
    • 14 Days Trial
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    Vendor pricing page Try Software Demo Get Free Trial Download Pricing Document
    Available Packages
    Standard
    $25 Per Month
    Visit website

  • NextLevel.AI

    5.0 3 Reviews Verified

    NextLevel.AI is a set of human-like, fully adaptable AI voice agents that optimize workflows, enhance customer experiences, and deliver deep, actionable insights. Whether for enterprises, startups, or small businesses, this powerful solution ... read more about NextLevel.AI

    NextLevel.AI Reviews

    The NextLevel. ai team has successfully developed the first advanced prototype of our Stylist AI agent in under a week. reviewed by: David
    Entry Level Price
    Contact vendor
    Free Trial
    30 Days
    Pricing Type
    Usage Based
    5% in Call Center Software

    Features
    • Call Scripting
    • Conference Calling
    • Interactive Voice Response
    • Voicemail
    • AI Features

    Key Details
    Industries
    • Animation
    • Automotive
    • Banking
    • Commercial-real-estate
    • Education-management
    • Financial-services
    • Health-wellness-fitness
    • Hospital-health-care
    • Human-resources
    • Marketing-advertising
    • Pharmaceuticals
    • Real-estate
    • Retail
    • Staffing-recruiting
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    • iPhone/iPad
    • Android
    • Windows
    • Mac
    Support
    • Email
    • Chat
    • Phone
    • 24x7 Support
    Training
    • Webinar
    • In-person

    Reviews
    What User‘s Say
    Teaming up with NextLevel AI to create our Voice AI BDR agent has been a game-changer for us.
    Christian Bluemlein
    Revolutionizing Business Operations with AI-Powered Assistance
    Mark Stevenson, Chief Operating Officer at InnovateTech Solutions
    Review Summary
    Now, our AI BDR agent takes care of the first touch—engaging website visitors, understanding their needs, and passing qualified leads to our sales team. It even books meetings and seamlessly syncs everything into our CRM, saving us a ton of time.
    Christian Bluemlein
    Christian Bluemlein

    Packages
    Pricing Type
    • Usage Based
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Free Trial
    • 30 Days Trial
    Payment Frequency
    • Quote Based
    Vendor pricing page
    Visit website

  • Nuacom

    5.0 2 Reviews

    In today's fast-paced, interconnected world, effective communication is the cornerstone of any successful business. At Nuacom, we understand that and have made it our mission to empower companies with cutting-edge communication solutions ... read more about Nuacom

    Nuacom Reviews

    Good experience reviewed by: Sergiu Durnescu, Cyber Security Ethusiast
    Entry Level Price
    Contact vendor
    Free Trial
    N/A
    Pricing Type
    Flat Rate
    40% in Call Center Software

    Features
    • Call Logging
    • Call Recording
    • Call Scripting
    • Campaign Management
    • Conference Calling
    • Escalation Management
    • Interactive Voice Response
    • Manual Dialer
    • Predictive Dialer
    • Queue Management
    • Reporting & Analytics
    • Voicemail

    Key Details
    Industries
    • Accounting
    • Airlines-aviation
    • Alternative-wmedicine
    • Apparel-fashion
    • Architecture-planning
    • Automotive
    • Aviation-aerospace
    • Banking
    • Biotechnology
    • Broadcast-media
    • Business-supplies-equipment
    • Capital-markets
    • Civic-social-organization
    • Civil-engineering
    • Commercial-real-estate
    • Computer-network-security
    • Computer-software
    • Construction
    • Consumer-services
    • Defense-space
    • Education-management
    • Environmental-services
    • Events-services
    • Executive-office
    • Facilities-services
    • Financial-services
    • Food-beverages
    • Government-administration
    • Health-wellness-fitness
    • Hospital-health-care
    • Human-resources
    • Industrial-automation
    • Information-services
    • Information-technology-services
    • Insurance
    • Logistics-supply-chain
    • Machinery
    • Medical-practice
    • Newspapers
    • Packaging-containers
    • Real-estate
    • Restaurants
    • Retail
    • Telecommunications
    • Veterinary
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    • iPhone/iPad
    • Android
    • Windows
    • Mac
    • Linux
    Support
    • Email
    • Chat
    • Phone
    • 24x7 Support
    Training
    • In-person
    • Documentation
    Knowledge Base
    • Knowledge Base

    Packages
    Pricing Type
    • Flat Rate
    Preferred Currency
    • EUR (€)
    Free Version
    • No
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    • Quote Based
    Vendor pricing page Try Software Demo
    Visit website

  • ICTContact

    4.5 2 Reviews

    ICTContact is a powerful multi-tenant call center software designed to help businesses efficiently manage inbound and outbound communications at scale. It offers advanced call routing, IVR, queue management, and intelligent distribution to ... read more about ICTContact

    ICTContact Reviews

    Omnichannel Contact Center with Built-In CRM — Everything in One Platform reviewed by: Danish Hafeez, QA Asisitant at ICTInnovations
    Entry Level Price
    Contact vendor
    Free Trial
    7 Days
    Pricing Type
    Contact Vendor
    100% in Call Center Software

    Features
    • Call Logging
    • Call Recording
    • Call Scripting
    • Campaign Management
    • Interactive Voice Response
    • Manual Dialer
    • Queue Management
    • Voicemail

    Key Details
    Industries
    • Marketing-advertising
    • Telecommunications
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • On Premises
    • Web-based
    • Linux
    Support
    • Chat
    • Phone
    • 24x7 Support
    Training
    • In-person
    • Documentation
    Knowledge Base
    • Help Guides
    • Video
    • Blog

    Packages
    Pricing Type
    • Contact Vendor
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Free Trial
    • 7 Days Trial
    Payment Frequency
    • Quote Based
    • One-Time Payment
    Vendor pricing page Try Software Demo

    Integration
    Integrated With
    • ICTCRM
    Visit website

  • Talkdesk

    3.0 2 Reviews

    Each year, we release hundreds of new features, solutions, and integrations to keep our platform ahead of customer experience technology and trends. Our automation-first customer experience solutions leverage Talkdesk AI to optimize ... read more about Talkdesk

    Talkdesk Reviews

    Would not recommend... reviewed by: Heather Dodd
    Entry Level Price
    $75 Per Month
    Free Trial
    N/A
    Pricing Type
    Per User
    20% in Call Center Software

    Features
    • Call Logging
    • Call Recording
    • Call Scripting
    • Campaign Management
    • Conference Calling
    • Escalation Management
    • Interactive Voice Response
    • Manual Dialer
    • Predictive Dialer
    • Queue Management
    • Reporting & Analytics
    • Voicemail

    Key Details
    Industries
    • Banking
    • Financial-services
    • Hospital-health-care
    • Human-resources
    • Information-services
    • Information-technology-services
    • Retail
    • Staffing-recruiting
    • Telecommunications
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    Support
    • Email
    • Chat
    • Phone
    • 24x7 Support
    Training
    • Webinar
    • Documentation
    Knowledge Base
    • Help Guides
    • Video
    • Blog
    • Case Studies

    Packages
    Pricing Type
    • Per User
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Payment Frequency
    • Monthly Payment
    Vendor pricing page Download Pricing Document
    Available Packages
    Standard
    $75 Per Month

    Integration
    Integrated With
    • Salesforce CRM
    • slack
    • Zendesk Support
    • Microsoft Teams
    • Zoom
    Visit website

  • Oreka GPL

    5.0 1 Review

    We believe no one can. Our Oreka TR (commercial) contact center call recording software was built from the ground up to be simple to install (in just 30 minutes) and extremely easy ... read more about Oreka GPL

    Oreka GPL Review

    Versatile, high-quality audio capture software! reviewed by: Stan
    Entry Level Price
    Contact vendor
    Free Trial
    30 Days
    Pricing Type
    Usage Based
    50% in Call Center Software

    Features
    • Call Logging
    • Call Recording
    • Call Scripting
    • Campaign Management
    • Conference Calling
    • Escalation Management
    • Interactive Voice Response
    • Manual Dialer
    • Predictive Dialer
    • Queue Management
    • Reporting & Analytics
    • Voicemail

    Key Details
    Industries
    • Banking
    • Consumer-services
    • Financial-services
    • Hospital-health-care
    • Information-services
    • Information-technology-services
    • Insurance
    • Telecommunications
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    Support
    • Email
    • Chat
    • Phone
    • 24x7 Support
    Training
    • Webinar
    • Documentation
    Knowledge Base
    • Help Guides
    • Video
    • Blog
    • Case Studies

    Packages
    Pricing Type
    • Usage Based
    Preferred Currency
    • USD ($)
    Free Version
    • Yes
    Free Trial
    • 30 Days Trial
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    • Quote Based
    • One-Time Payment
    Vendor pricing page Try Software Demo
    Visit website

  • Dixa

    5.0 1 Review

    Automate up to 80% of your conversations with Dixa’s Chatbot, so agents can focus on high-value customer inquiries that need the human touch. Get a snapshot of each customer’s entire conversation history, ... read more about Dixa

    Dixa Review

    Dixa is the customer service platform that helps brands to create a great experience for the customer and eliminate bad customer service. reviewed by: Caesar Austin
    Entry Level Price
    Contact vendor
    Free Trial
    N/A
    Pricing Type
    Contact Vendor
    50% in Call Center Software

    Features
    • Call Logging
    • Call Recording
    • Call Scripting
    • Conference Calling
    • Escalation Management
    • Interactive Voice Response
    • Manual Dialer
    • Predictive Dialer
    • Queue Management
    • Reporting & Analytics
    • Voicemail

    Key Details
    Industries
    • Banking
    • Financial-services
    • Information-services
    • Information-technology-services
    • Retail
    • Transportation-trucking-railroad
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    Support
    • Email
    • Chat
    • Phone
    • 24x7 Support
    Training
    • Webinar
    • Documentation
    Knowledge Base
    • Help Guides
    • Video
    • Blog

    Packages
    Pricing Type
    • Contact Vendor
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    Vendor pricing page Try Software Demo Get Free Trial Download Pricing Document

    Integration
    Integrated With
    • Ada
    • Shopify
    • WooCommerce
    • Zoho Analytics
    Visit website

  • Gladly

    5.0 1 Review

    Reduce inbound requests to your contact centers by publishing answers to common questions through your Help Center or Chat Widget—available for customers when they need them most. Give fast, personalized responses based ... read more about Gladly

    Gladly Review

    Gladly is a live chat and customer service solution that is designed for accessibility and personalization for better customer support. reviewed by: Justine Snee
    Entry Level Price
    Contact vendor
    Free Trial
    N/A
    Pricing Type
    Per User
    20% in Call Center Software

    Features
    • Call Logging
    • Call Recording
    • Call Scripting
    • Campaign Management
    • Interactive Voice Response
    • Manual Dialer
    • Predictive Dialer
    • Queue Management
    • Reporting & Analytics

    Key Details
    Industries
    • Banking
    • Business-supplies-equipment
    • Financial-services
    • Hospital-health-care
    • Information-services
    • Information-technology-services
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    Support
    • Email
    • Chat
    • Phone
    • 24x7 Support
    Training
    • Webinar
    • Documentation
    Knowledge Base
    • Help Guides
    • Video
    • Blog
    • Case Studies

    Packages
    Pricing Type
    • Per User
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Payment Frequency
    • Monthly Payment
    Vendor pricing page Try Software Demo Get Free Trial Download Pricing Document
    Visit website

  • iHelpBD

    5.0 1 Review

    Welcome to iHelpBD. iHelpBD is a software call center company that started its journey in 2013. Most of our clients are based in differents parts in the world. We have clients in ... read more about iHelpBD

    iHelpBD Review

    iHelpBD is a software company based in Dhaka, Bangladesh that specializes in call center software. reviewed by: iHelpBD, Developer at iHelpBD25
    Entry Level Price
    Contact vendor
    Free Trial
    Available
    Pricing Type
    Contact Vendor
    100% in Call Center Software

    Features
    • Call Logging
    • Call Recording
    • Call Scripting
    • Conference Calling
    • Escalation Management
    • Interactive Voice Response
    • Manual Dialer
    • Predictive Dialer
    • Queue Management

    Key Details
    Industries
    • Marketing-advertising
    • Telecommunications
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • On Premises
    • Web-based
    • Windows
    • Mac
    • Linux
    Support
    • Chat
    • Phone
    • 24x7 Support
    Knowledge Base
    • Help Guides
    • Video
    • Infographics
    • On-Site Training

    Packages
    Pricing Type
    • Contact Vendor
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Free Trial
    • Available Trial
    Payment Frequency
    • Annual Subscription
    • One-Time Payment
    Vendor pricing page
    Visit website

  • improveit 360

    5.0 1 Review

    Our system lets you easily manage your leads, sales appointments, emails, quotes, jobs, and gives you a complete 360° view of everything for better decision-making. When you’re on the road, our app ... read more about improveit 360

    improveit 360 Review

    improveit 360, awesome software…nicely designed… works well and makes my scheduling work easier. reviewed by: Anonymous
    Entry Level Price
    Contact vendor
    Free Trial
    N/A
    Pricing Type
    Contact Vendor
    18% in Call Center Software

    Features
    • Call Logging
    • Call Recording
    • Campaign Management
    • Conference Calling
    • Interactive Voice Response

    Key Details
    Industries
    • Construction
    • Education-management
    • Human-resources
    • Marketing-advertising
    • Mechanical-or-industrial-engineering
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    • iPhone/iPad
    • Android
    Support
    • Phone
    • 24x7 Support
    Knowledge Base
    • Help Guides
    • Video
    • Blog
    • Case Studies

    Packages
    Pricing Type
    • Contact Vendor
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Payment Frequency
    • Quote Based
    Vendor pricing page
    Visit website

  • TelebuHub

    5.0 1 Review

    Improve customer satisfaction & make management easy with the Hub Inbound Call Center Software Increase customer revenue & improve agent productivity with the Hub Outbound Call Center Software Host inbound, outbound or ... read more about TelebuHub

    TelebuHub Review

    Feature Packed and Affordable Contact Center Solution reviewed by: Dev Madhav
    Entry Level Price
    Contact vendor
    Free Trial
    N/A
    Pricing Type
    Contact Vendor
    25% in Call Center Software

    Features
    • Call Logging
    • Call Recording
    • Call Scripting
    • Campaign Management
    • Conference Calling
    • Escalation Management
    • Interactive Voice Response
    • Manual Dialer
    • Predictive Dialer
    • Queue Management

    Key Details
    Industries
    • Banking
    • Consumer-services
    • Financial-services
    • Hospital-health-care
    • Information-services
    • Information-technology-services
    • Insurance
    • Telecommunications
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    Support
    • Email
    • Chat
    • Phone
    • 24x7 Support
    Training
    • Webinar
    • Documentation
    Knowledge Base
    • Help Guides
    • Video Guides
    • Blogs
    • Webinars
    • Infographics
    • Case Studies
    • Whitepapers
    • On-Site Training

    Packages
    Pricing Type
    • Contact Vendor
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    • Quote Based
    Vendor pricing page
    Visit website

  • Avaya Spaces

    5.0 1 Review

    Businesses are built on the experiences they provide, and every day millions of those experiences are built by Avaya. For over one hundred years, we’ve enabled organizations around the globe to win ... read more about Avaya Spaces

    Avaya Spaces Review

    Great chatting experience with options for direct chats, and group chats! reviewed by: Rany Tannouri
    Entry Level Price
    Contact vendor
    Free Trial
    N/A
    Pricing Type
    Contact Vendor
    20% in Call Center Software

    Features
    • Call Logging
    • Call Recording
    • Call Scripting
    • Campaign Management
    • Conference Calling
    • Escalation Management
    • Interactive Voice Response
    • Manual Dialer
    • Predictive Dialer
    • Queue Management
    • Reporting & Analytics
    • Voicemail

    Key Details
    Industries
    • Banking
    • Consumer-services
    • Financial-services
    • Hospital-health-care
    • Information-technology-services
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    Support
    • Email
    • Phone
    • 24x7 Support
    Training
    • Webinar
    • Documentation
    Knowledge Base
    • Help Guides
    • Video
    • Blog
    • On-Site Training

    Packages
    Pricing Type
    • Contact Vendor
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Payment Frequency
    • Quote Based
    Vendor pricing page Try Software Demo Get Free Trial
    Visit website

  • Streams Call Center

    5.0 1 Review

    Engage customers on the media of their choice to provide a seamless customer experience.Seamlessly move between inbound and outbound calling queues maximize agent productivity. By offering a fully customizable, unified UCaaS and ... read more about Streams Call Center

    Streams Call Center Review

    Very pleased with this product! reviewed by: Scott Murpby
    Entry Level Price
    Contact vendor
    Free Trial
    N/A
    Pricing Type
    Per Feature
    25% in Call Center Software

    Features
    • Call Logging
    • Call Recording
    • Call Scripting
    • Campaign Management
    • Conference Calling
    • Escalation Management
    • Interactive Voice Response
    • Manual Dialer
    • Predictive Dialer
    • Queue Management
    • Reporting & Analytics
    • Voicemail

    Key Details
    Industries
    • Banking
    • Consumer-services
    • Financial-services
    • Hospital-health-care
    • Information-services
    • Information-technology-services
    • Insurance
    • Telecommunications
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    Support
    • Email
    • Chat
    • Phone
    • 24x7 Support
    Training
    • Webinar
    • Documentation
    Knowledge Base
    • Help Guides
    • Video Guides

    Packages
    Pricing Type
    • Per Feature
    Preferred Currency
    • USD ($)
    Free Version
    • Yes
    Payment Frequency
    • Monthly Payment
    Vendor pricing page Try Software Demo Get Free Trial Download Pricing Document
    Visit website

  • iCallify

    5.0 1 Review

    Transform customer communication with iCallify: a comprehensive, AI-powered call center software built for modern businesses. Whether you run inbound, outbound, or blended campaigns, iCallify offers an intuitive platform packed with powerful tools: ... read more about iCallify

    iCallify Review

    iCallify.. The simplest powerful Omni Contact Center reviewed by: Akinbiyi Oluwole David, Managing Director at Revodums Technology Ltd
    Entry Level Price
    Contact vendor
    Free Trial
    14 Days
    Pricing Type
    Per User
    10% in Call Center Software

    Features
    • Call Logging
    • Call Recording
    • Call Scripting
    • Campaign Management
    • Conference Calling
    • Escalation Management
    • Interactive Voice Response
    • Manual Dialer
    • Predictive Dialer
    • Queue Management
    • Reporting & Analytics

    Key Details
    Industries
    • Airlines-aviation
    • Banking
    • Broadcast-media
    • Computer-network-security
    • Health-wellness-fitness
    • Hospitality
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • On Premises
    • Web-based
    • iPhone/iPad
    • Android
    • Windows
    • Mac
    • Linux
    Support
    • Email
    • Chat
    • Phone
    • 24x7 Support
    Training
    • Webinar
    • In-person
    • Documentation
    Knowledge Base
    • Help Guides
    • Video Guides
    • Blogs
    • Webinars
    • Case Studies
    • News
    • Ebook
    • Business Events
    • Brochure
    • Awards

    Packages
    Pricing Type
    • Per User
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Free Trial
    • 14 Days Trial
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    • Quote Based
    • One-Time Payment
    Vendor pricing page Try Software Demo Get Free Trial

    Integration
    Integrated With
    • Zoho Analytics
    • Salesforce CRM
    • WhatsApp
    • Odoo
    Visit website

  • CallmAi

    5.0 1 Review

    CallmAi transforms call center operations by automating phone conversations through real-time, multilingual AI voice agents. These agents can answer calls, qualify leads, handle support requests, book appointments, and run outbound campaigns such ... read more about CallmAi

    CallmAi Review

    CallmAi Made Getting Customer Feedback Simple and Effective reviewed by: Allan James, Managing Director at HausPro Service
    Entry Level Price
    $0.17 Per User
    Free Trial
    30 Days
    Pricing Type
    Usage Based
    20% in Call Center Software

    Features
    • Call Recording
    • Call Scripting
    • Conference Calling
    • Escalation Management
    • Manual Dialer
    • Predictive Dialer
    • Reporting & Analytics
    • AI Features

    Key Details
    Industries
    • Banking
    • Commercial-real-estate
    • Computer-software
    • Consumer-services
    • E-learning
    • Events-services
    • Facilities-services
    • Government-administration
    • Government-relations
    • Health-wellness-fitness
    • Hospital-health-care
    • Hospitality
    • Insurance
    • Legal-services
    • Leisure-travel
    • Marketing-advertising
    • Medical-practice
    • Museums-institutions
    • Real-estate
    • Restaurants
    • Retail
    • Telecommunications
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    $0.17 Per User
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  • Office24by7

    4.0 1 Review

    Now you can forward incoming calls directly to the respective departments and agents, without any human intervention using our inbound call center software. With our IVR call center solution and intelligent routing, ... read more about Office24by7

    Office24by7 Review

    Fast Service, timely response, and good communication to resolve errors. reviewed by: chetan dev
    Entry Level Price
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    50% in Call Center Software

    Features
    • Call Logging
    • Call Recording
    • Call Scripting
    • Campaign Management
    • Conference Calling
    • Escalation Management
    • Interactive Voice Response
    • Manual Dialer
    • Predictive Dialer
    • Queue Management
    • Reporting & Analytics
    • Voicemail

    Key Details
    Industries
    • Banking
    • Consumer-services
    • Financial-services
    • Hospital-health-care
    • Information-services
    • Information-technology-services
    • Insurance
    • Telecommunications
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    Support
    • Email
    • Chat
    • Phone
    • 24x7 Support
    Training
    • Webinar
    • Documentation
    Knowledge Base
    • Help Guides
    • Video
    • Blog
    • Webinars
    • On-Site Training

    Packages
    Pricing Type
    • Contact Vendor
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    Free Version
    • No
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    • Quote Based
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  • RingCentral Video

    4.0 1 Review

    RingCentral, Inc. (NYSE: RNG) is a global provider of cloud enterprise unified communications and collaboration solutions. More flexible and cost-effective than legacy on-premise systems, RingCentral empowers today’s mobile and distributed workforces to ... read more about RingCentral Video

    RingCentral Video Review

    High-level security reviewed by: Reuben Yonatan, Founder and CEO at GetVoIP
    Entry Level Price
    $19.99 Per Month
    Free Trial
    14 Days
    Pricing Type
    Per User
    20% in Call Center Software

    Features
    • Call Logging
    • Call Scripting
    • Campaign Management
    • Conference Calling
    • Escalation Management
    • Interactive Voice Response
    • Manual Dialer
    • Predictive Dialer
    • Queue Management
    • Reporting & Analytics

    Key Details
    Industries
    • Banking
    • Business-supplies-equipment
    • Farming
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    • Information-technology-services
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • On Premises
    • Web-based
    Support
    • Email
    • Chat
    • Phone
    • 24x7 Support
    Training
    • Webinar
    • Documentation
    Knowledge Base
    • Help Guides
    • Video Guides
    • Blogs
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    • On-Site Training

    Packages
    Pricing Type
    • Per User
    Preferred Currency
    • USD ($)
    Free Version
    • Yes
    Free Trial
    • 14 Days Trial
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    • Quote Based
    Vendor pricing page Try Software Demo Get Free Trial Download Pricing Document
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    Standard
    $19.99 Per Month
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  • VanillaSoft

    4.0 1 Review

    VanillaSoft, the industry's most successful sales engagement platform, empowers sales teams to respond to leads faster, interact more consistently, and generate more qualified sales opportunities. Thousands of users employ VanillaSofts sales cadence ... read more about VanillaSoft

    VanillaSoft Review

    Solid, inexpensive calling center software with all the features you need to get started reviewed by: Jake Tolbert
    Entry Level Price
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    Free Trial
    14 Days
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    50% in Call Center Software

    Features
    • Call Logging
    • Call Recording
    • Call Scripting
    • Manual Dialer
    • Predictive Dialer
    • Queue Management
    • Voicemail

    Key Details
    Industries
    • Banking
    • Financial-services
    • Marketing-advertising
    • Nonprofit-organization-management
    • Retail
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    • iPhone/iPad
    • Android
    • Windows
    • Mac
    • Linux
    Support
    • Chat
    • Phone
    • 24x7 Support
    Knowledge Base
    • Help Guides
    • Video
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    • Case Studies
    • Whitepapers

    Packages
    Pricing Type
    • Contact Vendor
    Preferred Currency
    • USD ($)
    Free Version
    • No
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    • 14 Days Trial
    Payment Frequency
    • Monthly Payment
    Vendor pricing page Try Software Demo Get Free Trial
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  • Twilio

    4.0 1 Review

    We love hard problems and believe in the indomitable power of people's ability to create a better world through ingenuity and resourcefulness. We reject the “can’t be done” and believe bold ideas ... read more about Twilio

    Twilio Review

    Twilio's platform is highly scalable, allowing us to accommodate growth reviewed by: Daniel Chabert, CEO and Founder at PurpleFire
    Entry Level Price
    Contact vendor
    Free Trial
    Available
    Pricing Type
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    40% in Call Center Software

    Features
    • Call Logging
    • Call Recording
    • Call Scripting
    • Campaign Management
    • Conference Calling
    • Escalation Management
    • Interactive Voice Response
    • Manual Dialer
    • Predictive Dialer
    • Queue Management
    • Reporting & Analytics
    • Voicemail

    Key Details
    Industries
    • Banking
    • Financial-services
    • Hospital-health-care
    • Information-services
    • Information-technology-services
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    Support
    • Email
    • Phone
    • 24x7 Support
    Training
    • Webinar
    • Documentation
    Knowledge Base
    • Help Guides
    • Video
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    • Quote Based
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  • XCALLY

    XCALLY is integrated with Asterisk™ to provide a powerful CTI System for your Call Center! Our Call Center solution is designed to let you manage at best Agents, Queues, PBX Extensions and ... read more about XCALLY

    Entry Level Price
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    Free Trial
    N/A
    Pricing Type
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    32% in Call Center Software

    Features
    • Call Logging
    • Call Recording
    • Call Scripting
    • Conference Calling
    • Escalation Management
    • Interactive Voice Response
    • Manual Dialer
    • Predictive Dialer
    • Queue Management
    • Voicemail

    Key Details
    Industries
    • Apparel-fashion
    • Banking
    • Consumer-services
    • Financial-services
    • Marketing-advertising
    • Retail
    • Telecommunications
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • On Premises
    • Web-based
    Support
    • Email
    • Phone
    • 24x7 Support
    Training
    • Webinar
    • Documentation
    Knowledge Base
    • Help Guides
    • Video
    • Blog
    • Webinars
    • Case Studies
    • On-Site Training

    Packages
    Pricing Type
    • Contact Vendor
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    • One-Time Payment
    Vendor pricing page Try Software Demo Get Free Trial
    Visit website

  • AloTech

    For companies running a call center operation that are frustrated with the high cost, complexity and difficulty of the conventional systems, AloTech is the web based, pay-as-you-go solution running on Google, which ... read more about AloTech

    Entry Level Price
    $69.00 Per Month
    Free Trial
    N/A
    Pricing Type
    Flat Rate
    100% in Call Center Software

    Features
    • Call Logging
    • Call Recording
    • Conference Calling
    • Interactive Voice Response
    • Manual Dialer
    • Predictive Dialer

    Key Details
    Industries
    • Banking
    • Financial-services
    • Nonprofit-organization-management
    • Telecommunications
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    • iPhone/iPad
    • Android
    • Windows
    • Mac
    Support
    • Chat
    • Phone
    • 24x7 Support
    Knowledge Base
    • Help Guides
    • Video
    • Blog
    • Case Studies

    Packages
    Pricing Type
    • Flat Rate
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Payment Frequency
    • Monthly Payment
    Vendor pricing page
    Available Packages
    Standard
    $69.00 Per Month
    Visit website

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Buyer’s Guide

Introduction to the Buyer’s Guide for Call Center Software

From handling standalone operations to managing 360-degree CRM functions, call center technology has evolved drastically over the past few years. For unleashing multichannel support, today's call centers have to attend to web inquiries, inbound and outbound calls, email inquiries, and live chat. Call center software provides organizations with tools for handling omnichannel queries, including social media and web inquiries, analytics, and mobile-based customer support. 

Call centers have integrated and adopted recent technology to service customers and stay competitive. However, the technological curve demands call center businesses to constantly upgrade their existing systems and find the best solutions for their specific needs. 

With several solutions luring the buyers with promising functionalities, features, and tasks, making a purchasing decision for the most suitable and cost-efficient tool is a herculean task. This buyer’s guide is written with the purpose to guide the buyers in making a calculated decision before initiating an actual purchase. We have discussed in detail all elements and aspects of the top call center software solutions that are of paramount importance. 

What Are the Major Challenges Faced by Call Centers?

First Call Resolution: Identifying the root cause of the 'call' is necessary for first call resolution. As the situation escalates, it becomes more complex to resolve issues. In many cases, customers appreciate if they get solutions without even engaging with the agent (through the knowledge base or IVR). FCR is a challenging task for call center agents. 

Workload and Stressful Environment: Call Centers need to fend off demands from multiple quarters such as customers, employees, technology, and administration. In a highly monotonous work environment, retaining employees’ enthusiasm is challenging. Over-burdened employees cannot help customers effectively. Incentivizing performance is not always the solution. Technology is essential for reducing the workload of call agents.  

Handling High Call Volume: Call volume at call centers is never consistent and spikes anytime. Seasonality based work pressure is a common issue with call centers. Contact centers face intense spikes of up to 10 times normal call volumes during events such as holidays, promotional campaigns, and vacation seasons.

Integrations: Successful integration with CRM, Chatbots, GSuite, Predictive Dialers, etc., is an added benefit. Finding call center solutions that can integrate with existing technology and applications is challenging. 

Analyzing Data Accurately: Call center managers to have to evaluate key metrics to make data-driven decisions and increase the efficiency of their call center further. However, analyzing the historical and real-time data accurately for valuable insights is not easy when you generate massive data per second at your call center. 

Collaboration: Call center agents may have to collaborate with multiple departments for final resolutions. Coordinating with multiple departments for fetching data and problem solving is a challenging task. 

Mismatched Agent: Agents that don’t relate to the customer issues and are incompetent to handle the issue due to mismatched skills are a major issue that irks the customers. 

Inefficient Workflows:Inefficient processes cause many call centers to work in silos. A lack of a systematic and strategic approach diminishes the quality of contact centers. Finding and implementing lean processes at call centers is a daunting task.

How Can Call Centers Address the Key Industry Challenges With the Help of the Call Center System?

Structures the Process: Call center software helps in building a coherent enterprise-wide analytics structure that provides a clear vision for the future with automated call routing, the agents can handle inquiries and minimize wait time for the callers.

Enhances customer service competencies: Call centers can expedite professional assistance for instant redressals using call center tools such as IVR, call routing, and other AI-enabled customer service tools. 

Handling Call Spikes: With the assistance of call center software, managers can deploy remote agents, create event-specific hotlines, use IVR for delivering information related to the event, and can send text messages to inform the callers before they try to reach the call center support desk.  

Train Employees for Faster Workflows:  Tools for call barging enables newly recruited employees to listen to the seasoned agents without interruption or callers getting to know it. This helps new agents to learn to solve issues quickly. 

Smooth Call Transition:  With the call center system, agents can transfer calls to an accurate department without any hassle and by agent attributes. 

The growing demand for self-service options: The goal of customer care should be that customers should not require one in the first place. There is a huge demand for systems that mitigate the requirement for a call center approach and the need for getting the agent on call. 

Provide Personalized care: Call center systems to equip human agents to deliver personalization focused on the individual customer profile. 

Gain Performance Insights: Tracking performance metrics for call center agents is essential to gain valuable insights for further development and improvement of customer service. Call center applications provide accurate KPIs to unearth hidden areas for growth. 

What is a Call Center System?

Call Center System is a complete software solution for call center workflow management. 

It has tools such as:

  • Customer Enquiry tools: Phone Support, Email Support, Web Chat, Messaging, Social Media
  • Back Office Tools: Recording customer data, keeping interaction records, and integrations with other tools.
  • IVR Tools: Automatic determination of the issue and Transferring calls to agents, channel routing
  • Inbound and Outbound tools: Tools for managing inbound calls and outbound calls.
  • Agent Training Tools: Call Barging, Call recording tools

What Are the Different Types of Call Center Software?

Based on Deployment :

  • Cloud-based Call Center Software:Cloud solutions for call centers provide a great deal of scalability, flexibility, convenience, support, and agility to organizations. Cloud solutions allow call centers to move from one-time high-cost capital expenditure to affordable operational expenses. These types of call center systems are hosted through third-party cloud solution providers. The cloud-based call center solution is a SaaS (Software as a Service) based product that allows call center managers and agents to access the services using internet-enabled devices. 
  • Premise-based call center solutions: Premise-based call center solutions are bought for an upfront license fee. It is a capital expenditure and requires a one-time large investment. Once purchased, there are only expenses related to updates.  These types of call center systems can be installed within their IT infrastructure. On-Premise systems are highly customizable.  Businesses seeking software solutions for keeping their call center data on their servers can opt for on-premise systems. 
  • Web-based:These types of online call center software platforms are hosted, and third-party digital call center management solution providers offer these tools. Web-based online call center platforms are very popular and can be accessed from anywhere with an agent login ID and a secure password. 
  • Open Source: These types of call center management software allow users to customize settings, features, and capacities by modifying source code to suit internal needs and adding extra plugins to enhance the usability of the software. When companies need to accommodate specific features in their call center solutions that are unavailable with any vendor, then open source call center software can be deployed.

Based on the Functions :

  • Customer Care Focused: Customer care services focused software helps agents in handling queries regarding services or products of the companies and offers support in case the customers are not able to utilize the services properly. 
  • Customer Acquisition Focused: Customer acquisition focused software assists agents in acquiring new customers and persuading them to make a new purchase. The application helps agents in promotional activities, upselling and cross-selling. 
  • Business-to-Business Focused: These types of call center applications assist B2B businesses in imparting extensive customer support to their clients. 
  • Technical Support Focused:  Providingtechnical support to customers is highly vital for businesses that sell software-based products, appliances, or equipment. 

What Are the Top Essential Features to Look for in a Call Center Software?

Call Tracking: The call center software tracks the location of the call and provides analytics that supports your online and offline marketing efforts. It tracks call volumes, repeat callers, time of day, duration, etc. 

Global call routing: With multinational organizations that operate in multiple countries, the call center software (cloud-based) optimally routes calls to the nearest call center to reduce latency. Even in doing so, the software doesn't forego attribute-based routing and, based on the caller's needs, routes to the best-qualified agent. 

Automated Customer Surveys: Schedule customer surveys, polls, marketing research surveys, etc., and track responses with powerful analytics 

IVR: Interactive voice response mechanism creates an automated outreach system that connects callers to the right agents. It eases the caller’s journey through smart call routing and an automated yet personalized approach. 

ACD: Automatic Call Distribution is a feature that categorizes the caller's needs and routes the call to the most appropriate agent for faster resolution. It allows the user to see the distribution of calls per agent in real-time and manage the call flow effectively.

Predictive Dialer: Predictive dialing feature increases the call center's productivity by eliminating the wait time between calls. How does this algorithm work? Suppose an agent takes on average 60 seconds to resolve a call, and on average, people pick a call in 8 secs, then the predictive dialer will automatically make calls after 60 secs. This eliminates the manual dialing time.

Call Barging: Call Barging is a feature wherein call center managers can listen to calls between agents and callers without any of them knowing it. This feature is used for quality control, agent training, and increasing customer satisfaction rate. 

Voice Broadcasting: Promotional messages, payment alerts, last day alerts, reminder calls, and offer calls don’t require a human agent. The voice broadcasting feature enables call centers to make thousands of calls simultaneously to customers with the pre-recorded voice template. 

Text Messaging: Send bulk messages, promotion codes, discount offer links, birthday wishes, survey links, etc., with the text messaging feature of call center software. 

Speech Analytics: Tools that conduct neuro-linguistic analysis, sentiment analytics, content analysis, and customer engagement analytics, and data mining for understanding customers’ overall emotions towards the service.

Queue Call Back: This feature allows the customer to leave their number and receive an automated callback. It saves the customer from the hassle of long wait time and also provides call centers to manage lengthy call queues efficiently.  

Warm Transfers: A feature where one agent can inform another one about the current caller’s issue and aid him/her with additional background information before transferring the call.  It keeps both agents on the same page and brings consistency to the resolution.

Video Support: Video support allows face-to-face conversation with an agent. Technological support such as troubleshooting, product demo, etc. and is one of the most effective methods of customer service. 

Call Recording: Thisfeature helps in improving services by analyzing conversations for training purposes. 

What Are the Benefits of Call Center Software?

  • Lower Operating Costs: With the increased efficiency of call agents, decreased call escalation rate, and automation-led faster execution, call centers can lower operating costs involved in running call centers. 
  • Product Upselling: Based on the recent interaction with the customer, the software can provide upsell recommendations.
  • Geolocation-based Support:Call center software unleashes advanced analytics to improve decision making and offer location-based recommendations.
  • Omnichannel Support:Quick and purposeful engagement on multiple channels. 
  • Monitor Agent Performance: Call Center applications have cognitive technology that provides real-time coaching to call center agents, monitors their performance, and helps them achieve personalized targets. AI and NLP integrations continuously monitor agent performance to identify improvement zones. 
  • Easy Back-end Operations: Process mining capabilities can reduce the burden on agents by eliminating redundant processes through automation and implementing intuitive processes for better performance in the back-end. Robotics process automation can handle low-value back-end operations. 
  • Measuring KPIs: Call center software helps companies measure essential key performance indicators such as:
    • Average Call volume, 
    • Call resolution time
    • Average call time
    • First call resolution percentage
    • Escalation rate 
    • Callers in the queue
    • Waiting time in the queue
    • Average abandonment rate
    • Calling trends such as peak times, days

Can a Robust Call Center Software Contribute to a Better Customer Experience?

Informed and consistent customer service is essential for a better customer experience. Companies have realized that customer interactions and the outcome is a key factor that shapes customer impression of the company. 

Call center software has the power to unleash personalized experience for callers. The software helps to identify customer pain points, attributes, past interactions, previous behaviors, and payment information, and based on the data analytics, preemptively solves customer issues, predicts opportunities to delight customers, and determines the preferred time to reach customers. 

Call center software can provide real-time analytics helping the agents to create a distinctive experience for their customers while providing purchase assistance, updates, deliveries, etc. A dynamic call center tool collates, records, and presents customer interaction data from multiple channels on a single dashboard. This allows the agents to instantly determine the action by visualizing the customer journey in a single frame. 

The digitally-enabled in-moment tools in customer care software shorten the service process and provide a hyper-personalized experience to the customers that are key for building long-term relationships. With tools that customize the caller experience and provide visibility into the end-to-end customer journey, companies can create a better user experience for callers. 

Growth of Cross-Channel Communication and the Role of Call Center Software:

Multichannel contact center software helps in customer experience management by providing several communication channels that operate as standalone functions yet synchronized for data flow. Allowing customers to connect with you across all channels amps up your customer support. Analysis of cross-channel interactions prevents customer churn and improves retention. Call center software provides analytics and customer interaction data with real-time time insights. 

The software can also analyze search query terms and language used across all channels to make automated conversation easier and accurate. The application also unifies customer interaction by incorporating centralized reporting of all customer interactions across various channels. Callers can also switch channels as per their convenience and agent recommendation. For example, an inquiry that started on email can be switched to WhatsApp Support if it is more convenient for the caller. 
 

Deploying exact channel for issues: 

Earlier customers who switched from voice platforms to internet-based platforms had to share information again. Today's platforms are truly omnichannel and integrate in a manner that shares information automatically across channels. If your customer is unable to find a function to use on the app that your company has developed, there should be an option to contact the agent from within the app. However, when you want to conduct identity verification, you can use voice or video channels. If you want to share data, live chat options can be used with document sharing functionality. 

How Does the Call Center System Meet the Growing Demand for Automation in the Customer Service Industry?

Omnichannel journeys can not only reduce operating costs but also increase customer satisfaction. While most of the simple queries are solved by self-service tools and automated processes, complex issues are addressed by agents with the assistance of call center technology. For example, automated tools can decide that for any glitch in service for high-value customers, a mere apology from the agent won't suffice. It recommends the agent to send a relevant gift card, offer, or discount card after anticipating the customer's needs.

Automation can help call centers in: 

  • Preventing issues before they occur by constantly tracking services, quick updates, upgrades, etc. (For example, call centers notifying customers regarding service downtime due to a scheduled update so that customers can plan accordingly)
  • Identifying potential issues and calling the customers proactively before they raise issues (Prior alerts about dues, last dates, so that the customer account doesn’t get suspended)
  • Building rigorous analytical capabilities: Call centers can establish the reason for the call and enable a transparent resolution with the help of high-end analytics capabilities. (For example, call center software can identify similar nature of calls and automate the response). 

How is AI Improving the Call Center Processes?

Artificial intelligence has kindled a revolution in the call center world by increasing the agent’s efficiency and reducing workload. AI-led conversational analytics, predictive analytics, intelligent recommendations, and application assimilation have enabled call centers to enhance the customer experience as never before. AI predominately helps in increasing data security, maintaining compliance, and generating reliant analytics that optimizes the call center’s workflow with lean process inculcation. AI, machine learning, and NLP can combine together to conduct sentiment analysis by determining the cadence of the language. 

Customer Assistance: AI-powered conversation agents can initiate conversations, solve basic queries, and provide apt recommendations for customer issues. 
AI-based Call Routing: AI features skill-based call routing to pair the customer with the relevant agent after the initial interaction. This increases the rate of faster resolution and saves customers from unnecessary call deviations.

What are the Factors to Consider Before Investing in a Call Center Software Solution?

The choice of call center solution impacts customer satisfaction, and therefore extensive parameters have to be analyzed before investing. 

  1. Speed: A perfect call center solution will enhance the overall speed of processes involved in serving customers. There should be a significant difference in the time taken to attend customer calls before and after the implementation of the call center software. 
  2. Ease to Implement: If you are looking to replace the existing systems with the new Call center software, then you should look for solutions that unleash a smooth transition from existing systems to new ones. 
  3. User-Friendly: It should not be complicated to train your call center agents to understand all functions of the tool. Either there should be an extensive training program, or the software should be super intuitive to use. In a nutshell, your team must not struggle to use the software and must be able to reach effective usage goals. 
  4. Omnichannel Support: The software should be able to deliver services on all channels and customer interaction points such as customer care call support, social media, live chat, email, and website. 
  5. Uptime Guarantee: Customer care is all about providing quick support, fast resolutions, and real-time redressals. Software with technical glitches, downtime, and slow processes can damage your business. Go through the historical uptime records and select the vendor that has robust platform stability. 
  6. Agility and scalability: Call centers may have seasonal trends and unexpected call traffic on certain days. In case of a critical event with your business, call centers may have to respond to unusually high queries on certain days. The call center solution should be competent to provide support extensions in such times. 
  7. Reporting and Analytics: One should look for call center solutions that provide valuable insights, key metrics analysis, and customized reports for increasing operational efficiency and finding further growth opportunities.
  8. Data Security: Any outage in terms of customer data can be disastrous for your business. In this context, reputed vendors who can protect your data without fail should be your preferred choice. 

What Are the Major Trends That Will Affect the Call Center Industry in the Future?

Omnichannel mix: The propensity to use multiple channels to reach companies is increasing. However, businesses are identifying the right channel that customers will use to reach them for providing prioritized services. For example, a customer-facing internet outage is likely to reach the telecom company on the phone; however, for just knowing the remaining data usage, customers will use the app provided by the telecom service provider. The success of call center services depends on identifying and prioritizing the channels that customers are going to use to reach them. 

Automation: Intelligent or thoughtful automation coupled with AI, Big data, and machine learning is on the rise. Automated interactions with the help of the chatbots, automated forecasting and insights for data, automated workflows and processes, automated solutions for customer queries, automated guidance for agents, automated sales suggestions for upselling and cross-selling, and automated staff scheduling with powerful algorithms and sophisticated tools are the future of call centers.  

AI-led Agent Training and Orientation: The software applications have enabled agents to interact on all channels. Call center future beholds expansion of more channels to meet customer needs. However, the basic requirements of each channel are way different from each other. All platforms have different speed patterns, frequency, privacy rules, and more. Call center agents must be well-trained to handle queries and respond on a multichannel platform. 

Pricing Trends: There is an increased demand for low-cost web-based online call center solutions and customized packages built according to business size and requirements. However, affordable cloud solutions will be the most preferred investment when it comes to call center technology. 

What is the Average Cost of Buying a Call Center Software?

The cost of call center software depends on multiple parameters such as features, functions performed, number of agents it supports, customer calls it can handle, type of deployment, degree of user-friendliness, and more. In most cases, the average cost of call center software solutions for a full-featured software tool is around$20 per month. Other costs also include installation charges, migration, training, and updates. 

Cloudtalk comes for $20 per user per month for the starter plan, whereas its expert plan will cost you $40 per user per month. Zendesk support offers various plans starting at $5 per agent per month. The basic essential plan of Aircall will cost $30 per user per month, and its professional plan comes for $50 per user per month. 

You can choose from free and open source call center software solutions such as Bitrix24, VICIdial, EKIGA, and more. If you need free call center software, then go for Asterisk or Microsip.   Apart from the package costs, you should also inquire about hidden costs such as installation charges, agent training costs, upgrade costs, maintenance costs, etc.

Why Refer to Goodfirms’ List of Call Center Software?

Goodfirms assist businesses in finding, categorizing, evaluating, and selecting the best call center solutions for their inbound and outbound call centers. Leveraging the expertise of trustworthy software research teams such as Goodfirms, you can ensure that your decision is not left to chance and is guided by prudence and detailed analysis. Even companies that provide outsourcing solutions for live chat, email support, social media contact center, and cloud-based call center services can go through the authentic list of call center software solutions compiled by Goodfirms to make their call centers agile and technically efficient.

Frequently Asked Questions

What is an Inbound Call Center Software?

An inbound call center handles queries, calls, and chat initiations from the customers. An Inbound call center software is an application that provides customer care executives with all tools to provide an omnichannel user experience to their callers, faster resolutions, and analytics for better decision making.

What is an Outbound Call Center?

An outbound call center is the one that initiates calls, alerts, or offers that are useful for customer retention or for getting new customers. Even outbound agents have to handle queries and subsequent chat initiations from the customers. An outbound call center software is an application that provides call agents with all essential tools to increase their productivity, reduce call time, and keep a record of all calls and their transcript in a secure way.

Which is the Best Call Center Software?

The best call center software solution is designed with customer-centricity. It knows how to follow the customer journey and provide personalized attention. While maintaining quality omnichannel experiences, it provides agents with all tools that make their daily operations highly productive and profitable. Comprehensive call center applications can handle inbound and outbound workflows without any glitches. The best call center systems have a 99.99% uptime functionality. Some of the best call center software that should be considered for your call center business are Bitrix24, DCdial, CallCenterHosting, Zendesk Support, etc.

What Are the Powerful Integrations One Should Look For With Call Center Software?

Integrations with software applications such as CRM software, Office suite, Back up software, help desk software, live chat software, Predictive Dialer Software, etc., can be an added benefit.

What is the Difference between Call Center and Contact Center?

The major differences between call centers and contact centers are as follow:

  1. Communication Channels: While most call centers use phones as the primary channel of communication, contact centers interact via various modes such as chats, social media, email, and website.
  2. Experience: Contact centers provide more engaging customer service than call centers with an omnichannel approach. However, traditional call centers are more equipped to handle inbound and outbound phone calls.
  3. Automation: Contact centers usually deploy more automation features than call centers. 

How Can Call Center Software Help the Social Media Contact Center?

When companies use social media as the main channel for solving customer issues, call center software helps them in:

  • Recording conversations
  • Disbursing information through social media networks
  • Conducting sentiment analysis for mapping customer satisfaction metrics

How Can Call Centers Leverage the Recall Technology Feature of the Call Center Software?

Recall technology is a message filtering technology that eliminates the faulty or erroneous messages that were sent to customers due to human error. This technique automatically filters messages that may have wrong information, spelling mistakes, unchecked facts, etc. Recall feature or the on second thoughtstechnology can duly abort messages, edit them and save call centers from losses due to human errors. It works by holding instant transmission of messages and giving the agent time to correct any erroneously sent message.

Related Categories

CRM Software
Help Desk Software
Customer Service Software
Contact Management Software
VoIP Software
Auto Dialer Software
Call Tracking Software
IVR Software
Predictive Dialer Software

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