The phone call feature is indispensable in most of the best call center software because interacting with people builds a relationship of closeness and trust crucial to any business.
Call centers are famous for customer service for various reasons. Some people find phone communication much more accessible than texting with a chatbot or writing an email. Many customers also consider phone calls to be a secure way to discuss confidential details, such as financial or health information.
This article explains what call center software is, what features it should have and how to choose the right one for your company.
Table of Contents
- What Is Call Center Software?
- How Does Call Center Software Work?
- Top 10 Call Center Software Solutions
- What Industries Use Phone Systems for Call Centers?
- The Different Types of Call Center Software Solutions
- Call Center Solution Advantages
- Best Call Center Software Essential Features
- How to Set Up Call Center Software?
- How to Choose the Best Call Center Software for Your Company?
- Call Center Software FAQs
- Call Center Software: Final Thoughts
What Is Call Center Software?
Call centers handle large volumes of inbound and outbound calls.
For example, an average call center receives 4,400 calls a month, which includes missed and dropped calls. Call center software is the program that helps organizations handle all those calls.
Contact center software supports the following operations:
- Call routing
- Collecting caller data
- Activating pre-recorded FAQ answers
- Transferring customers to other channels.
How Does Call Center Software Work?
Generally speaking, call or contact center software helps agents collect customer data and exchange them through different systems, to configure call flows by a call center SOP and other business requirements.
Here is a step-by-step demonstration of how phone systems for call centers work:
- The customer dials your customer support number.
- After the phone connection is established, the customer hears an interactive voice response (IVR) menu and chooses the number of their requirement.
- The call center phone system transfers the caller to the chosen department, where a specialized agent solves their issue.
- At the same time, the software provides customers' data* to the agent so that they can provide personalized service.
- After hearing the customer's problem, the agent provides assistance over the phone or through other communication channels.
- The software records the entire call. If the agent cannot resolve the issue on the first try, records help them monitor the request's progress and conduct follow-ups.
- Depending on the problem-solving progress and customers' response, the case has status open, closed, resolved or needs follow-up.
- If the case is closed, a customer gets a feedback form through one of the call center’s communication channels: call, SMS or email.
- Feedback is used by the quality assurance (QA) team to improve the company’s quality standards.
*When a call comes in, the system searches the database to determine who the caller is and provides the customer’s calling history before handling the call. If the customer's information is missing from the database, they are added as a new caller for future use.
Top 10 Call Center Software Solutions
It would be difficult to recommend the best software for a call center without knowing your specific requirements and desired features. However, some of the most comprehensive and highly-regarded call center software solutions include:
1. Zendesk
For managing client interactions, call centers can use Zendesk's comprehensive solution. It distinguishes out for its flexibility in customization and ease of usage. Zendesk boosts agent productivity, streamlines customer support procedures and improves client satisfaction. Furthermore, due to its cloud-based architecture, organizations may access their customer service data anytime, anywhere. This, along with the fact that it can be integrated with CRM systems, makes Zendesk a popular option for businesses of all kinds.
Key features:
- Call management
- Unlimited call recordings
- IVR
- Customizable call scripts
- Call reporting and analytics
- Multichannel support
- Integration with other Zendesk products
- Mobile app for customer support agents
Pricing:
$49 per agent/month (Suite Team); $79 per user/month (Suite Growth); $99 per user/month (Suite Professional)
2. Five9
Five9 provides all the features for exceptional customer service, including automatic call distribution (ACD) routing, IVR self-help and CTI screen pops. The platform offers advanced workforce management and data insights and is cloud-based for remote access. Five9 enables effective customer relationships and increased business agility through its comprehensive call center software.
Key features:
- Cloud-based call management
- Call recording
- Predictive dialing
- ACD intelligent routing
- Computer Telephony Integration (CTI) Screen Pops
- IVR
- Collaborative Intelligence, AI, and Automation
- Multichannel support
- Real-time analytics
Pricing:
$149/month (Core); $169/month (Premium); $199/month (Optimum); $229/month (Ultimate)
3. Talkdesk
Providing a full range of integrated customer experience applications for self-service, omnichannel and workforce engagement, team collaboration and analytics, Talkdesk is a cutting-edge cloud call center software. It offers a solid solution for business teams to manage phone support and provide a consistent CX thanks to its user-friendly user interface (UX) and configurable platform, which are combined with over 60 pre-built connectors and innovations.
Key features:
- Intuitive agent workspace
- Intelligent routing
- Proactive outbound engagement
- Call recording
- AI-powered speech analytics
- Real-time and retroactive reporting
- Omnichannel support
- Workforce engagement management
Pricing:
$75/month (CX Cloud Essentials); $95/month (CX Cloud Elevate); $125/month (CX Cloud Elite); Custom (Experience Clouds).
4. Dialpad AI Contact Center
Dialpad is a flexible and robust cloud contact center solution that easily integrates with other CX tools and provides an incredible CX. With an easy setup, built-in AI that transcribes calls in real time and a genuinely unified CCaaS + UCaaS platform, Dialpad offers a complete solution for managing contact centers from anywhere.
The AI technology in Dialpad analyzes customer interactions in real-time to determine their sentiment during the interaction. It also triggers real-time assist cards based on specific keywords spoken. This technology integrates with another platform, Playvox, which provides real-time analysis of agent performance and quality management, as well as forecasting for agents.
Key features:
- Intelligent call routing
- Omnichannel customer support
- Real-time call transcription
- Real-time sentiment analysis
- Keyword-triggered real-time assist cards
- Integration with Playvox for real-time agent forecasting, quality management, performance analysis, and reporting.
- Pricing:
€23 per user/month (Standard); €35 per user/month (Pro); Custom (Enterprise);
5. Genesys
Genesys is a cloud-based call center software that offers a full range of options for managing contact center operations and omnichannel client engagement. IVR, voice and message channels, customer analytics, and workforce optimization tools are just a few of the many useful services it provides for customer service, sales and support teams. The platform connects with well-known third-party integrations, like CRMs and communication tools, to handle client interactions smoothly.
Key features:
- Omnichannel routing
- Outbound dialing
- Call recording and monitoring
- IVR
- Real-time and retroactive reporting
- Workforce engagement management
- Customer feedback and surveys
- Integration with customer relationship management (CRM) systems
- Multi-language support
Pricing:
$75/month (Genesys Cloud CX 1); $90-110/month (Genesys Cloud CX 2); $130-150/month (Genesys Cloud CX 3).
6. Ring Central
RingCentral enables companies to handle client communications from a single platform. The system offers a complete set of tools for employee collaboration, customer experience management and customer interaction, all geared at assisting enterprises in providing first-rate customer support. For businesses who are aiming to improve customer interaction and support operations, RingCentral is a great solution thanks to its extensive feature set, adaptable deployment choices and user-friendly UI.
Key features:
- Omnichannel routing
- Automatic call recording
- Automated call distribution
- Advanced call handling features (whisper, barge and more)
- Real-time reporting and analytics
- CRM integrations
- Industry-specific integrations
- Workforce engagement management.
Pricing:
$19.99/month (Essentials); $27.99/month (Standard); $34.99/month (Premium); $49.99/month (Ultimate).
7. JustCall
Another cloud-based call center system, JustCall offers a range of features for businesses looking to streamline their call center operations and improve customer experience. It provides advanced call routing, automatic call distribution (ACD), and call queuing to ensure that inbound calls are handled quickly and efficiently. JustCall also offers integrations with popular CRM and helpdesk tools, as well as a built-in IVR system and call analytics, to help businesses understand their call center performance and make data-driven decisions.
Key features:
- Inbound and outbound calls
- Live call monitoring
- Call recording
- Intelligent routing
- Advanced call handling features (whisper, barge and more)
- IVR
- CRM integrations
- Voicemail
- SMS and MMS
- Pricing:
$24/month (Standard); $48/month (Premium); Request quote (Custom).
8. Twilio Flex
Businesses may manage client interactions using flexible and configurable cloud-based Twilio Flex call center software. Because of its open and programmable design, it enables businesses to create a custom contact center experience that is tailored to their requirements. Twilio Flex helps companies deliver a remarkable customer experience while enhancing agent productivity and contact center performance with features like omnichannel routing, integrated communication channels, and comprehensive analytics.
Key features:
- Omnichannel support (voice, SMS, chat, and more)
- Integrated reporting and analytics
- IVR
- ACD
- Call center scripting
- Recording
- Workforce engagement management
- Real-time monitoring
- Integration with third-party tools and systems
- Multi-language support
- Virtual agents (bots)
- API-driven development
- Global infrastructure for high availability and scalability.
- Pricing:
Pricing is available at request.
9. Vonage
Vonage Contact Center (VCC) is a cloud-based software solution that helps boost team productivity, control costs and improve customer first-call resolutions. This omnichannel software enables communication through voice, digital channels, video, and more. VCC integrates with a CRM and offers a variety of features such as click-to-dial, auto-dial and auto-log calls and recordings. AI routes customers to the best agents and provides self-service options and conducts post-call analysis. Additionally, VCC is designed to be quickly and seamlessly integrated with the latest technology, making it a future-proof solution for call centers.
Key features:
- Integrated CRM
- AI-powered dynamic routing
- Omnichannel communication (voice, digital channels, video, etc.)
- Self-service with AI
- Agent assistance during calls
- Post-call analysis
- Display of local number for increased pick-up rate
- Voicemail drop
- Click-to-dial or auto-dial within CRM
- Auto-log of calls and recordings
- The latest customer-info screen pops
- Dynamic call routing to the best agent based on customer details
- Future-proofing for evolving communication channels.
Pricing:
Pricing is available at request.
10. Convoso
Convoso is a cloud-based call center software designed to help businesses streamline their operations and improve the customer experience. It provides a range of features essential for running an efficient call center. Convoso also offers customizable options, allowing businesses to tailor the software to their specific needs and requirements. The software is user-friendly and easy to set up and use.
Key features:
- IVR
- ACD
- Call recording and monitoring
- Real-time reporting and analytics
- Predictive dialing
- CRM integration
- Answering machine detection
- Caller ID reputation management
- Dynamic scripting
- Powerful reporting capabilities
- Workflow automation
- Multiple dialing modes
- Workflow dialing
- Skills-based routing
- Smart voicemail drop
Pricing:
Pricing is available at request.
Alternatively, you can hire an enterprise software development firm to build a custom call center software for you that will enhance customer interactions and streamline operational efficiency.
How to Choose the Best Call Center Software for Your Company?
With so many call center software options on the market, choosing the right one can be challenging. However, stick to the following criteria:
- Features. Choose software with the features your company needs. Purchasing software with the biggest number of features is a waste of money if your call center doesn't use them.
- Cost. Buy the software whose price fits your budget, but don’t prioritize the cheapest one. Choose the one that will improve your customer service and bring a return on investment (ROI). If unsure which one to pick, ask a vendor to prolong your trial period.
- Ease of Use. The software you opt for should be easy to operate for all your team members — from agents to executives.
What Industries Use Phone Systems for Call Centers?
Various industries that handle large inbound and outbound call volumes can benefit from using phone systems for call centers. They use it to improve the quality standard of their service and minimize mistakes by automating most call-handling processes.
However, if the company has a moderate call volume it’s equipped to handle, it might not need a call center program.
Some industries that frequently use this software are healthcare, finance, education, eCommerce, retail, technology, consulting, internet providers and mobile network operators.
Outsourced call center costs can be significantly lower than having an in-house team, but the biggest challenge is providing consistent and quality service in offshore call centers. Call center solutions in offshore call centers connect calls to people working from worldwide locations, assuring customer service performances are going smoothly.
If this is something that could interest you, make sure to check out our complete list of the top outsourced customer support companies.
2 Different Types of Call Center Software Solutions
Call center solutions can be categorized according to the delivery method or the service they are designed for.
1. On-Premise, Hosted and Cloud Call Center Solutions
According to service delivery, call or contact center software can be hosted, on-premise or cloud-based.
- On-premise software is stored on your servers.
- Hosted software is stored on vendors' servers.
- A cloud-based solution is stored on third-party servers, like Google or Amazon.
The main difference between the hosting methods is the price. On-premise solutions are the most expensive because you must buy and maintain your servers. Hosted servers are more affordable, while cloud solutions are the most cost-effective.
2. Inbound, Outbound and Combined Call Center Solutions
According to the service they provide, integrated call center software can be:
- Inbound — for incoming or inbound calls.
- Outbound — for outgoing or outbound calls.
- Combined — for both inbound and outbound calling.
The main difference between them is the function they’re designed for. For example, inbound software has automated functions, such as IVR, while outbound has features that enable faster call entries. Combined call centers are the most complex and have both previous categories' functions.
Call Center Solution Advantages
Call center phone systems are beneficial for all types of call centers.
They improve customer support efficiency by routing calls to the most suitable agents, redirecting calls to other communication channels when all agents are busy and providing IVR for frequently asked questions.
The software delivers 24/7 self-service customer support using IVR technology. Although clients cannot get answers to all of their questions, you can pre-record frequent issues.
Call center programs facilitate handling omnichannel service by directing clients to a channel that is not busy to resolve their problems as soon as possible.
Call Center Software Essential Features
To find the best software for your call center, consider what features you need and pick the tool that suits your requirements. Here are some of the most popular call center solution features:
1. Call Routing
Call routing is one of the essential functions of each call center.
This feature transfers the call to the right agent, most specialized for a customer’s issue. Routing of the calls can be automated or customers can choose their desired department after listening to pre-recorded options.
2. Omnichannel Support
If your call center aims to manage multiple communication channels besides phone calls, you’ll need an omnichannel feature to provide a positive and consistent customer experience (CX).
This feature offers a clear picture of previous interactions with a customer, regardless of the platform they took place on.
Choose the call center solution you can integrate with all of your communication channels.
3. IVR Service
IVR feature provides automated, pre-recorded answers to FAQs and helpful information that customers hear before they reach the live call center support team. Although many customers prefer talking to a human, automated services can provide information that can shorten a call or even entirely remove the need for agents' help.
4. Outbound Service
Call centers don't necessarily need to be inbound — they can provide outgoing calls too. Agents can check customers' satisfaction with purchased goods or the sales team can include telemarketing. That’s when you’ll need an outbound feature.
5. Cloud-Based Calling
Call centers that use cloud software need a cloud-based phone system. This system is also known as voice over Internet Protocol (VoIP). It uses the internet instead of a phone line. Cloud-based calling is cost-effective because it doesn’t require hardware and maintenance, unlike traditional phone lines.
6. Call Scripting
The call scripting feature is ideal for answering recurring questions. It recognizes keywords in customers' emails and provides problem-solving instructions. You can create various scripts to answer all FAQs. All your agents can use them to provide consistent answers to customers' concerns.
7. Call Whispering
Large call volumes can tire agents, causing them to become distracted and confused. That's when the call whispering feature comes in handy. Supervisors or managers can “whisper” to an agent during a call, but the customer won’t hear them. This feature can also help new, inexperienced agents gain confidence.
8. Call Monitoring
Call monitoring is another critical function each call center phone system should provide. This feature allows managers and other QA team members to monitor agents’ interactions with customers, identify gaps and organize training to improve customers' satisfaction with provided service.
9. Call Pricing
Software for call centers charges their services per phone call or per use. Check what your package includes and how much each call or minute will cost you.
10. Call Center Analytics
The software’s analytics feature will provide valuable insights into the metrics that show the call center's performance. Here are some of the most important metrics you should track:
- First-call resolution
- Average first response time
- Average answer speed
- Average handling time
- Average call abandonment rate
- Average queue time
- Missed and declined calls
- Transfer installments
- Customer effort score
- Customer satisfaction score
- Total resolution time
- Occupancy rates
Use the metric results to improve the service you provide to your call center customers.
How to Set Up Call Center Software?
Setting up will differ depending on the solution you choose, but here are some generally applicable steps:
- Choose the software and register for a free trial or paid plan.
- Transfer the existing or buy a new call center number from the software vendor.
- Configure the software based on your company's call management goals.
- Integrate additional customer services tools like help desks, ticketing systems, and CRMs.
Call Center Software FAQs
1. What Is the Difference Between Crm and Call Center Software?
CRM focuses on tracking and managing all customer interactions, while call center software focuses on managing and optimizing voice communications.
CRM provides a complete digital customer history, including phone numbers, purchases, refunds, marketing engagement and many other touchpoints. In contrast, call center software manages and directs incoming calls, tracks phone call stats and improves agent efficiency.
Both agents and managers can use CRM to keep track of customers' data, while managers primarily use call center software to monitor the performance and efficiency of the call center.
CRM can also help sales teams keep track of prospects, while call center scheduling software mainly focuses on customer support.
2. What Is the Best CRM for a Call Center?
The choice of the best CRM for a call center will depend on several factors, such as call center size and the number of agents, required features, integration requirements, customization needs and your budget. However, some of the best CRM solutions include
- Freshdesk - a comprehensive and flexible customer service solution that offers multichannel support, ticket management, customer insights and third-party integrations.
- Hubspot - best for small to medium-sized call centers looking for a comprehensive and easily customizable solution for managing customer interactions and data.
- EngageBay - an all-in-one solution for small-sized call centers seeking for a platform that integrates sales, customer service, and marketing efforts.
- Pipedrive - best for small to medium-sized inbound call centers looking for a simple and user-friendly CRM solution.
- Cloudtalk - suitable for all call centers looking for a cloud-based, feature-rich, easily integrated and scalable CRM solution.
3. How Much Does Call Center Software Cost?
The cost of call center scheduling software depends on several factors - the size of call centers, required features and software vendor. On average, the price can range from a few hundred dollars to a few thousand dollars per year, depending on your business requirements.
For small call centers with a dozen agents, there are many affordable cloud-based call center software solutions whose price starts at around $50 per agent per month. The cost for larger call centers with more advanced requirements can be much higher. Compare different call center software and carefully consider the features you need before deciding.
Call Center Software: Final Thoughts
There are 30,988 call centers in the USA, which is 2.5% more than in 2021.
66% of companies want to invest in advanced software to improve customer experience since 67% of customers report having trouble using phone systems and getting through to a live agent service.
Choose the best call center software concentrating on the features you and your employees use. An adequate call center solution will facilitate your business's operations. It will help your agents by providing well-written scripts and tools like call monitoring, whispering, routing and recording to increase productivity and provide the ultimate customer service.
