A phone call center software is a virtual platform designed to manage a company’s inbound and outbound calls. Almost all businesses today have a phone call service, so automating aspects of this process with call center software takes some of the burden off.
In this guide, our experts outline the 10 best phone call center software for your business. We’ll also discuss how it works, what features it should have, and how to choose the right one for your company.
Table of Contents
- What Is Phone Call Center Software?
- How Does Phone Call Center Software Work?
- Top 10 Phone Call Center Software Solutions
- How To Choose the Best Call Center Software for Your Company?
- What Industries Use Phone Systems for Call Centers?
- 2 Main Categories of Call Center Software Solutions
- Call Center Solution Advantages
- 10 Essential Features of Phone Call Center Software
- How To Set Up Call Center Software?
- Phone Call Center Software: Final Thoughts
- Phone Call Center Software FAQs
What Is Phone Call Center Software?
Call center software is a program that helps organizations handle large volumes of inbound and outbound calls. Depending on the organization’s size, an agent can receive over 100 calls per day, while top call center agencies receive 1,000+ calls each day.
As of 2023, there are 42,109 call centers in the US, marking a 6.8% increase in 2022. Given that customers today value fast and accurate customer experience (CX), it’s clear why 80% of companies allocate more of their budget to improving CX. This includes investing in call center software to meet evolving customer expectations.
A contact center software supports the following operations:
- Call routing
- Collecting caller data
- Activating pre-recorded FAQ answers
- Transferring customers to other channels
How Does Phone Call Center Software Work?
Generally speaking, call or contact center software helps agents collect and manage customer data, seamlessly exchange information through different systems, and configure call flows according to call center SOPs 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 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 searches the database to determine who the caller is and provides the customers' data and calling history to the agent so that they can provide personalized service. If the customer's information is missing from the database, they are added as a new caller for future use.
- 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 issue isn’t resolved on the first attempt, records help agents monitor the progress of the request and conduct follow-ups.
- Depending on the problem-solving progress and customers' response, the case may be marked as open, closed, resolved, or in need of 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 who continuously conduct quality monitoring of calls to improve the company’s quality standards.
Top 10 Phone Call Center Software Solutions
Below, we’ve recommended some of the most comprehensive and highly regarded call center software solutions, alongside their features and costs. These are:
1. Zendesk
For managing client interactions, call centers can use Zendesk's comprehensive solutions and flexible customization to boost agent productivity, streamline customer support procedures, and improve 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
- 14-day free trial account
- 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
- Suite Team: $55 per agent/month
- Suite Growth: $89 per user/month
- Suite Professional: $115 per user/month
- Suite Enterprise: Inquire
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
- Digital: Starts at $175/month
- Core: Starts at $175/month
- Premium: Starts at $235/month
- Optimum: Starts at $290/month
- Ultimate: Starts at $325/month
3. Talkdesk
Talkdesk is a cutting-edge cloud call center software that provides a full range of integrated customer experience applications. It supports self-service, omnichannel interactions, workforce engagement, team collaboration, and analytics. Additionally, Talkdesk’s user-friendly interface and configurable platform, combined with over 60 pre-built connectors, offer a solid solution for business teams to manage phone support and provide a consistent CX.
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
- CX Cloud Essentials: $85/month
- CX Cloud Elevate: $115/month
- CX Cloud Elite: $145/month
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
- Essentials: $95 user/month
- Advanced: $135 user/month
- Premium: $170 user/month
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.
Additionally, 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
- Genesys Cloud CX 1: $75/month
- Genesys Cloud CX 2: $115/month
- Genesys Cloud CX 3: $155/month.
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 aiming to improve customer interaction and support operations, RingCentral’s extensive feature set, adaptable deployment choices, and user-friendly UI provide a great solution.
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
- RingCX: $65 user/month
- RingCenter Contact Center Enterprise: Contact sales for a quote
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
- Essentials: $29 user/month (if billed monthly)
- Team: $39 user/month (if billed monthly)
- Pro: $69 user/month (if billed monthly)
- Business: Contact for quote
8. Twilio Flex
Twilio Flex is a flexible and configurable cloud-based call center software that allows businesses to manage client interactions. With its open and programmable design, businesses can create a custom contact center experience tailored to their requirements.
Additionally, Twilio Flex helps companies deliver 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
- Free for 5,000 hours
- $1/active user hour pricing
- $150/named user per month
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, provides self-service options, and conducts post-call analysis. Additionally, VCC is designed to be integrated quickly and seamlessly 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 drops
- 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
- Futureproofing for evolving communication channels.
Pricing
Pricing is available on request.
10. Convoso
Convoso is a cloud-based call center software designed to help businesses streamline their operations and improve their 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 on request.
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. Consider the following criteria to guide your decision:
- Features: Choose software with the features your company needs. Purchasing software with excessive features is a waste of money if your call center doesn't need it.
- Cost: Select software that fits within your budget and will improve your customer service and bring a return on investment (ROI).
- Ease of Use: The software you opt for should be easy to operate for all your team members — from agents to executives. A user-friendly interface can improve efficiency and adoption across the organization.
Alternatively, consider hiring an enterprise software development firm to build custom call center software tailored to your specific needs, which can further enhance customer interactions and streamline operational efficiency.
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. It can improve the quality standard of their service and minimize mistakes by automating most call-handling processes.
Some industries that frequently use this software are:
- Finance
- Education
- eCommerce
- Retail
- Technology
- Consulting
- Internet providers
- Mobile network operators
- Healthcare software development companies.
2 Main Categories of Call Center Software Solutions
Call center solutions can be categorized according to the delivery method or the service they are designed to provide.
1. On-Premise, Hosted, and Cloud Call Center Solutions
In terms of service delivery, call or contact center software can be hosted, on-premises or cloud-based:
- On-premise software is stored on your servers. It offers full control but requires investment in hardware and maintenance.
- Hosted software is stored on vendors' servers. It offers a balance between control and cost.
- A cloud-based solution is stored on third-party servers, like Google or Amazon. It provides the most cost-effective and scalable solution.
The main difference among these hosting methods is the cost. On-premises solutions are the most expensive, as you need to invest in 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
Based on the service they provide, integrated call center software can be categorized as:
- Inbound solutions for incoming or inbound calls.
- Outbound solutions for outgoing or outbound calls.
- Combined solutions equipped with features to handle both inbound and outbound calling.
The main difference between them is in 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 offer the functionalities of both.
Call Center Solution Advantages
Call center phone systems are beneficial for all types of call centers. Some of their advantages include:
- Customer support efficiency: They improve customer support 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.
- 24/7 self-service customer support: The software uses interactive voice response (IVR) technology to allow continuous, round-the-clock self-service support by handling common inquiries through prerecorded messages.
- Omnichannel Service Handling: Call center programs facilitate handling omnichannel service by directing clients to less busy channels to resolve their problems as soon as possible.
10 Essential Features of Phone Call Center Software
To find the best software for your call center, identify the features you need and choose a tool that aligns with your requirements. To guide your decision, here are some of the most popular call center solution features to consider:
1. Call Routing
Call routing is a fundamental function in any call center. This feature transfers the call to the right agent who specializes in specific customer issues. Routing can be automated, or customers can choose their desired department through the 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 unified view of all previous interactions with a customer across various platforms.
Choose a call center solution that you can integrate seamlessly with all your communication channels.
3. IVR Service
The IVR feature delivers automated, pre-recorded answers to FAQs and provides helpful information to customers before they reach the live call center support team. While many customers prefer speaking 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 may also handle outgoing calls, such as checking customers’ satisfaction with purchased goods or conducting telemarketing activities by the sales team.
5. Cloud-Based Calling
Call centers that use cloud software require a cloud-based phone system, also known as voice over Internet Protocol (VoIP), which uses the Internet rather than traditional phone lines. 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 or calls and provides problem-solving instructions. Agents can create various scripts to answer FAQs and provide a consistent and accurate response to customers' concerns.
7. Call Whispering
High call volumes can burn out agents, which can make them more prone to errors. The call whispering feature allows supervisors or managers to “whisper” or provide real-time guidance during calls without the customer hearing. This feature can help new, inexperienced agents gain confidence.
8. Call Monitoring
Call monitoring is another critical function call center phone systems 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 the service provided.
9. Call Pricing
Call center software often charges based on the number of calls or usage. Check and understand your package, including the cost per call or minute, to manage expenses effectively.
10. Call Center Analytics
The analytics features provide valuable insights into the metrics that measure 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 these 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 service tools like help desks, ticketing systems, and CRMs.
Phone Call Center Software: Final Thoughts
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 can 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.
Phone 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 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, such as the size of call centers, required features, and software vendors. On average, the price can range from a few hundred dollars to a 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.
4. Do agents need training before using phone call center software?
This entirely depends on the software you use. Some contact center phone systems come equipped with training resources so your agents can grasp the essentials before they use the tool. For others, they will need some time to get the hang of it. In all cases, it’s best that you take some time and let the agents get acquainted with the software before connecting them to customers.
5. How long does it take to implement phone call center software?
Depending on the chosen call center software and your team, this can take anywhere from a few weeks to months. The more intuitive call center software with training resources allows agents to understand the software faster and get to work. On the contrary, if the platform lets users learn on their own, it may take more time to adjust it to your company's needs.
