〉7 Best Call Center Software Solutions (2024)

What is the best call center software?

Here are my picks for the best call center software on the market.

1. Nextiva.

Nextiva is a simple and user-friendly business communication tool for beginners. An omnichannel platform for contact management, productivity applications, AI, and automation - you can choose different plans and settings depending on the size of your business.

This call center software tool offers eight points of presence and carrier-grade data centers, making it a safe and reliable solution. I also like the award-winning surveillance and security system, which works 24 hours a day, 7 days a week, which means your issues are resolved more quickly and efficiently.

Thanks to its drag-and-drop telephone configuration and its Call Flow Builder, your business will be ready to receive calls in record time.

Features:

Nextiva is packed with useful features like VoIP, IVR, call queuing, help desk, call routing, and more.

Let's take a quick look at some of Nextiva's important features:

Helpdesk software
CRM for sales
Toll-free number, virtual voicemail and automatic standard
One-click conference call
Audio conference
VoIP conference with call recording
Screen and file sharing
Real-time call tracking
Workflow automation
Call Pop
Customer experience management
Integrations with Microsoft, Google, etc.

Pricing

Nextiva's pricing plans are spread over 4 levels, which are aimed at businesses of different sizes and types. A 7-day trial is offered for the Essential plan, while all other plans come with a detailed demo.

1. $18.95/month essential plan

Unlimited voice and video calls
Unlimited internet fax
24/7 support

2. Professional plan at $22.95/month

Unlimited conference calls, up to 40 users
Unlimited video conferencing, up to 250 users
Call Pop, up to 250 contacts

3. $32.95/month Enterprise Plan

Unlimited number of voice and video conference participants
Unlimited video conferencing and call recording
Unlimited calls

4. Ultimate plan at $57.95/month

Automated surveys
Sales Management
Customer journey data

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2. HubSpot.

HubSpot is an effective communication software that can streamline sales and services for your business. With over 121,000 customers, this call center business tool claims to make all your processes more “human” and effortless.

I particularly like how this software allows for flexible customer support with features like helpdesk ticketing and live chat. Sa CRM platform also makes it possible to gather customer information and eliminate manual processes through automated customer service.

Finally, you can use the knowledge base in the form of FAQs, articles, and videos to help customers solve problems and reduce your own workload. Because “good for the business” should also mean “good for the customer.”

Features

HubSpot offers multiple features that are divided into five “hubs.” However, my review focuses primarily on the Service Hub.

Let's take a look at some of HubSpot's service features:

Helpdesk and ticketing
Customer data monitoring
Reporting dashboards
Automated customer service
24/7 support
Conversation routing
Shared inbox
Simple ticket automation
The intelligence of the conversation

Pricing

HubSpot offers 3 pricing plans that can be paid monthly or annually. However, you can benefit from a 10% discount by opting for the annual payment option.

1. $45/month Starter Plan

LiveChat
Slack integration
Email and in-app support

2. Professional plan at $360/month

Video hosting and management
Telephone support
Customer Experience and Satisfaction Surveys

3. $1,200/month Enterprise plan

Hierarchical teams
Customizing the recording
The intelligence of the conversation

Try HubSpot for free ->

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3. RingCentral.

Pricing

With a versatile cloud-based communication system and powerful call delegation, RingCentral is the ideal choice for business acceleration. It's compatible with a variety of devices and offers hundreds of integrations, allowing the team to perform at their best from virtually anywhere.

One of its latest features is Ring Video, which allows users to connect through free meetings and video messages. I also like the fact that this feature allows me to switch discreetly between devices, allowing me to sneak into the kitchen for snacks between meetings.

All of this is possible thanks to its cloud PBX, a modern telephone system that allows you to set up call routing, manage voicemail boxes and much more with a simple phone call.

Features

RingCentral offers tons of messaging, video calling, and tracking features, making it an all-in-one business communication platform. Offering services in 40 countries, this call center software offers enterprise-grade security to maintain confidentiality at all levels.

Here are a few notable RingCentral features:

Screen sharing
Separate RingCentral numbers
Team messages
From voicemail to text
Audio conference
24-hour meetings
Popular CRM integrations
Real-time analysis
Advanced call processing
Multi-site administration and management
Call recording

Pricing

You can integrate RingCentral MVP (Message, Video, Phone) into your business by choosing from 4 of its pricing policies.

Remember that all of the prices listed below are subject to change depending on your payment method (monthly or annual) and the number of users.

1. Essentials plan at $19.99/month

Up to 20 users only
Unlimited calls to the US and Canada
Team messaging and file sharing

2. $29.99/month Standard Plan

No limit to the number of users
On-demand call recording
Up to 100 people per video meeting

3. $34.99/month Premium Plan

Automatic call recording
Up to 200 people per video meeting
Popular, industry specific CRM integrations (Canvas, Smarsh, etc.)

4. $45.99/month Ultimate Plan

Unlimited storage
10,000 minutes of free call
Device status alerts (offline and online)

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4. Salesforce.

Salesforce Service Cloud is a call center solution that connects businesses, customers, experts, and everything in between. Its powerful tools allow you to offer your customers cutting-edge assistance and thus strengthen the links between them.

With Slack, Salesforce provides your customers with a user-friendly, end-to-end digital experience. Personally, I'm a big fan of Slack as a workplace communication platform, especially since it makes it easy to spread cases between companies and collaborate between teams.

The Service Cloud also automates business processes through workflows and provides actionable insights into customer interactions.

Features

Salesforce uses the power of AI to evolve and optimize your customer service team. Your agents have a service console that provides a global view of each customer in order to resolve their issues as quickly as possible.

Here are a few key Salesforce features:

Agent workspace
Automated case management and customer interaction
Optimized knowledge management
Omnichannel routing
CTI integration
Personalize customer engagement and experience
Real-time business information
Transforming field service operations
Chat support, 24/7 free support, and developer support

Pricing

Salesforce offers its flexible cloud service through 4 pricing plans, each of which can be customized to meet your business needs. This is possible thanks to paid add-ons such as field service, self-service, staff engagement, emergency program management, etc.

1. $25/month Essentials plan

Business to business collaboration
Omnichannel supervision and routing
Snap-ins for live agent chat

2. Professional plan at $75/month

Monitoring of the stages of the case
CTI integration
Unlimited custom applications

3. $150/month Enterprise plan

Service console applications
Salesforce identity
Workflow and approval automation

4. $300/month unlimited plan

Advanced reporting features
Sandbox for developers and professional developers
Expert coaching courses

Salesforce offers a generous 2-week free trial for all of these plans.

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5. CloudTalk.

Flexibility and scalability go hand in hand with CloudTalk, the top-ranked cloud call center software for SMEs in 2020. With top brands like Mercedes Benz, Fujitsu, and more among its more than 2,500 customers, this software enhances your interactions and workflows.

Its voice features include call masking, call recording, voicemail, etc. My favorite is call queuing, which allows users to sort incoming calls based on predefined rules.

Productivity is never compromised either thanks to call tagging, click-to-call, predictive dialer, intelligent detection, etc. These features make it possible to reduce waiting times and easily respond to all customer requests. Additionally, CloudTalk offers CRM integrations to help you stay connected 24/7.

Features

CloudTalk features are divided into six categories: voice functions, intelligent call routing, productivity, integrations, statistics and monitoring, and utilities.

Here are a few features of CloudTalk at a glance:

Call queuing
Call recording
Internal calls/extensions
Voicemail
Personalized Welcome Messages/Music
Internal phone number tags
Automatic call distribution (ACD)
Interactive Voice Response (IVR)
Skills-based routing
Smart automatic dialer
API integrations
Agent reports

Pricing

CloudTalk offers 4 pricing plans for every business, regardless of stage. With no hidden fees or commitments, this call center software is ideal for start-ups that simply want to test the waters.

1. Starter plan $20/month

Unlimited incoming and intra-company calls
Unlimited call queuing
International numbers (over 140 countries)

2. Essential Plan $25/month

Advanced analytics with unlimited history
Open integrations and APIs
Real-time customer dashboard

3. $40/month Expert Plan

Salesforce integration
Forced numbering
Call monitoring (call interception, call whispering)

4. Custom Plan

Personalized boarding
Developer support
Enterprise-grade security

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6. Bitrix24.

One of the few customizable call center solutions, Bitrix24 is built based on your to-do lists to offer customer support through popular channels. With over 9,000,000 organizations in its customer list, this software allows you to stay in control through access to source code and much more.

With Bitrix24, you can be assured of flawless communication, thanks to its HD video calls and conferences without time limits. You can even record your calls to access important information later.

Besides the cloud call center, Bitrix24 is your one-stop solution for all your business needs. With tons of communications, tasks, websites, and CRM integration tools, this software can easily replace your existing applications and services for a single, streamlined work office for you.

Features

This software is undoubtedly one of the best for small businesses, especially those that work remotely. And its features aren't limited to customer service.

Let's take a quick look at some of the powerful features Bitrix24 offers:

Unlimited HD video calling
Call recording, tracking, routing, filtering, transcribing, etc.
Private and group discussions
Rules, routing, and conversation transfers
Predefined greeting messages
Advanced reports
Integration with Bitrix24 CRM
Voice and SMS broadcasting
Social media manager
Analysis and statistics of progress
Classic help desk
SIP connector for third party integrations

Pricing

With its free plan, Bitrix24 is an ideal solution for sales and customer support teams that work from home. Currently, the company is offering a 40% discount on all cloud plans, so take advantage of that until the end of the offer.

1. Free Plan (Free)

Live chat
100 CRM forms completed
Website widget

2. Basic Plan $29.40/month

Integrated telephony
10,000 emails from CRM (per month)
Reminder widget

3. $59.40/month Standard Plan

SIP connector for third party telephony integrations
50,000 emails from CRM (per month)
Removal of “Powered by Bitrix24" from CRM forms and live chat

4. Professional plan at $119.40/month

Ten inboxes per user
100,000 CRM emails (per month)
Storage of email copies

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7. TalkDesk.

Cloud call center software by TalkDesk Occupies 17th place in the ranking Forbes Cloud 100 for 2021. And rightly so with its enterprise-grade performance and simple, user-friendly tools. It uses AI and insights to provide intuitive solutions that improve workflows and remove bottlenecks.

TalkDesk CX Cloud includes advantageous integrations with leading CRM and business software. It also provides one-click access to a large number of productivity applications such as Slack, Microsoft Teams, Zendesk, etc.

In addition to seamless connectivity and communication, this software secures all your private conversations and data thanks to the Talkdesk Guardian.

Features

Overall, TalkDesk offers the best in intelligence, compliance, integration, scalability, and security. After all, its mission is to offer better ways to unleash the promise and potential of a top-notch customer experience, and I think it's on the right track.

Here are some of the features offered by TalkDesk:

Customer and staff engagement
CRM integrations ready to use
AppConnect
Talkdesk Keeper
Caller ID verification
Self-service for customers
Outgoing dialer
Talkdesk omnichannel
Predictive numbering
DIVR
ACD

Pricing

TalkDesk allows you to select the call center edition that's right for you thanks to its 3 pricing policies. Its AI-powered solutions start at $65/month and can vary depending on the number of users. However, you will need to contact the company to request a quote or a demonstration.

1. Professional plan

Dashboards
Economic intelligence
Customer Sentiment Analysis

2. Professional Plus plan

Mobile agent (iOS, Android)
Studio functions
Real-time and historical reporting API

3. Enterprise plan

Custom dashboard and reports
100% service level agreement
All APIs and SDKs

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8. ZenDesk.

Used by more than 160,000 businesses, ZenDesk allows you to “boost your customer support”. And with communication tools like live chat, community forum creator, a unified workspace for agents, and more, it's the complete service solution for your business needs.

With its built-in routing and intelligence, businesses can gather information and delegate customer issues to the right agent. I also like how ZenDesk allows integration functions with or without code.

While this call center software solution is easy to use, it can be difficult to provide an effective customer experience. Thus, it offers expertise in customer service to improve business strategies and strengthen the functionality of your team.

Features

ZenDesk integrates with thousands of applications via the ZenDesk marketplace. This allows you to create a unique workplace for all of your needs.

Here are a few ZenDesk features that will help you create a strategic impact on your business:

State-of-the-art ticketing system
Omnichannel messaging
Email, SMS, voice, and live chat support
Help center
Workflow automation
Automated responses powered by AI
Unified agent workstation
Reports and analytics
Extensive API and integration support
Knowledge Management
Routing and intelligence

Pricing

ZenDesk offers its tools and expertise in customer service through 4 pricing plans, each of which (with the exception of the Enterprise Plan) has a free trial offer. In addition, you can watch a demo of the plans to analyze whether they are right for you and then make an informed choice.

1. Team Suite at $49/month

email with an unlimited number of addresses
Call recording
Automated responses powered by AI (up to 50)

2. Growth Suite at $79/month

Multilingual support and content
Self-service customer portal
Automated responses powered by AI (up to 100)

3. Professional Suite at $99/month

HIPAA compliance
Private conversation threads
Automated responses powered by AI (up to 500)

4. Enterprise Suite at $150/month

Automatic email archiving
Advanced widgets
Pre-built live dashboard

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9. LiveAgent.

If you've just started a business on a small budget, LiveAgent is a cost-effective option to consider. With over 200 integrations and over 130 ticketing functions, this omnichannel call center solution allows you to stay in touch with your customers at all times.

The chat widget isn't just for increasing engagement and answering customer questions. It acts as a real-time support tool that records customer behavior, wait time, and more. And with reminders and call transfers, you can reduce wait times and ensure 100% satisfaction.

I also like the fact that LiveAgent allows unlimited users, so you never have to worry about changing your plans as the number of employees increases.

Features

Although it is a cost-effective call center software, LiveAgent offers a generous amount of functions to integrate into your business communication. Together, these functions provide a multi-channel support service for your business.

Here are some features of LiveAgent:

Universal inbox
Ticketing
Automated ticket distribution
Time tracking
Support reports
Spam filters
Social media help desk
Prefabricated contact form gallery
Audit log
Call routing
Visualization of typing in real time
Set the maximum queue length
DIVR

Pricing

This omnichannel call center software follows a simple 4-tier pricing policy, with the first pack being free. You won't need a credit card and can easily upgrade and pay accordingly.

1. Free Plan (Free)

Spam filters
White glove configuration
Overview of analyses and performance reports

2. $15/month ticket

Unlimited ticket history
Unlimited email addresses
Advanced reports

3. Ticket+Chat at $29/month

Real-time chat support
Advanced integrations
Customizing chat widgets

4. All-Inclusive at $39/month

Customizing call and video call widgets
Call routing and transfer
Automatic data removal/reaction

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10. Newfies-Dialer.

Suitable for businesses of all sizes, Newfies-Dialer is a cloud call center that offers features like voice streaming, outbound IVR, and more. You can even send bulk text messages to send marketing alerts, updates, and promotions.

Interestingly, this cloud-based phone system allows for personalized messages, and you even have the option of using the text-to-speech feature in various languages. Another benefit is automatic voicemail, which allows you to move on to the next call and save time.

While there are various pricing plans that offer various features, all include basic but functional settings such as campaign analysis, developer APIs, automatic recomposition, and more.

Features

Newfies-Dialer is a SaaS call center tool that is ideal for telemarketing, political campaigns, and lead generation. From managing incoming and outgoing calls to providing multi-lingual support, you can trust this software to make your customer experience more efficient.

Here are some key features of Newfies-Dialer:

Voicemail detection
Text to speech
Negotiable VoIP provider
Contact Management
Surveys and RSVP
Personalized messaging
Speed dialing
Monitoring progress and performance
DNC (Do Not Call) List
Integrated API
Scheduling calls

Pricing

Newfies-Dialer's pricing plans vary depending on the number of ports your business needs per month. Note that this software does not offer a free trial for its products. However, you can leave your email address and request a demo.

1. 25 ports at $199/month

10 agents
1 tenant
Daily call and text limit: 10

2. 100 ports at $399/month

20 agents
5 tenants
Daily call and text limit: 50

3. 250 ports at $599/month

40 agents
10 tenants
Daily call and text limit: 125

4. 500 ports at $999/month

80 agents
25 tenants
Daily call and text limit: 250

5. 1000 ports at $1799/month

160 agents
50 tenants
Daily call and text message limit: 500

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11. Agile CRM.

From marketing to support, Agile CRM is true to its name thanks to its numerous features that allow you to take your customer experience to a new level. With its computer telephony features, you benefit from cutting-edge tools and popular third-party integrations.

Managing outgoing and incoming calls is just a click away, thanks to its user-friendly dashboard and virtual keyboard. This transparent system also allows you to view caller details and history before, during, and after calls.

Agile CRM also helps you stay ahead of the curve with regular reports that allow you to manage team performance more effectively.

Features

Agile CRM offers advanced call automation features at an affordable price. Additionally, small businesses and startups can take advantage of the free plan with basic sales, marketing, and service tools.

Here are some of the distinct features offered by Agile CRM:

Email tracking
Scheduling an appointment (some other options of appointment scheduling software)
After-call automation
Automated voice messages
Replies pending
Assistance service
Knowledge base
Reports and analytics

Pricing

Agile CRM is one of the few inbound call center platforms that offers a completely free plan, as well as improved paid plans. You can start with the free plan to test its features and easily switch between plans if needed.

1. Free Plan (Free)

500 API calls/day
Email support
Assistance service

2. $8.99/month Starter Plan

5,000 API calls/day
Email and phone support
Knowledge base

3. Regular plan at $29.99/month

10,000 API calls/day
Reporting
Answers in a box

4. $47.99/month Enterprise Plan

25,000 API calls/day
50+ Plugins/Integrations
Access controls (ACL)

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12. Verizon VoIP.

Verizon VoIP is another cloud call center that improves customer satisfaction, retention, and conversion. In particular, the cloud center allows for more flexibility and reliability while your business creates connections and evolves effectively.

It also offers a network-based IVR and IP call center to integrate information from different platforms and proactively guide customers to the appropriate agents. You even integrate a digital self-assistant that will help your business stay on board 24 hours a day, 7 days a week.

Finally, Verizon VoIP uses an AI-driven knowledge base to provide relevant and up-to-date solutions to customer demands.

Features

Backed by 25 years of experience, Verizon VoIP offers practical solutions to all of your business communication needs. Its contact center network, customer experience consulting, and voice security use the best in technology and AI.

Let's look at some of its game-changing characteristics:

Help with knowledge
Virtual agent
Parking/call recovery
Call history
Mobile application
Outgoing calls
Visual voicemail
Omnichannel routing
Intuitive user interface
40 fast and secure integrations

Pricing

Verizon VoIP offers a wide variety of plans for you to choose from. However, I have mentioned the details of the business voice plans below.

1. Business Digital Voice (VoIP) at $35/month

Mobile application
Over 45 call management functions
Unlimited calls across the country

2. One Talk at $25/month

Simultaneous ringtone
Car receptionist
Advanced cross-platform collaborations

3. Webex Calling (contact for a quote)

On-site and remote collaboration
Online training and support
IP bundled lines

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13. Aircall.

Next on the list is Aircall, the ideal call center solution to transform the customer experience. Trusted by over 8,500 brands, this software includes powerful IVR features, call routing, real-time edits, and more.

I like the ease with which its CRM and Helpdesk software makes the entire process by keeping all the essential connections on a single platform without complicating the system. Additionally, you can sync contacts shared via Google Apps, PieSync, CRM, and more.

Finally, Aircall offers an innovative tool, Call Whispering, thanks to which you can advise your teammates while they are on communication without the other party knowing it.

Features

Aircall is installed in a few seconds, connects to your existing tools and allows you to increase productivity, while improving the customer experience. Note that you can request a demo for any of these features by contacting brand representatives.

Here's what makes Aircall a flexible voice solution for your business:

Toll-free, international, and blocked numbers
Interactive Voice Response (IVR)
Conference calls
Shared contacts and call inbox
Queuing up calls and reminders
Pause-Resuming the recording
Skills-based routing
Ringing on the speakers (incoming calls)
Business mobile application
Power composer
Call whispering
Computer telephony integration (CTI)

Pricing

Aircall follows a simple, 2-tier pricing plan, each of which starts with a free trial. However, you can choose the custom plan and get a quote based on the tools and products you choose.

1. $30/month Essentials plan

Unlimited incoming calls
Call recording
Over 50 integrations and API access

2. Professional plan at $50/month

Salesforce integration
Call tagging and processing
Advanced sales and support features

3. Custom Plan

Custom analytics
Personalized boarding
Service Level Agreement (SLA)

Summary.

Close to 66% of B2B and B2C businesses opt for live chat to provide support. Therefore, the prediction that the global call center market will peak at $496 billion by 2027 does not seem very far from reality.

So here's my selection of the best call center software tools that will improve your support team:

Nextiva: Best for small businesses
HubSpot: Best for Beginners
RingCentral: Best Enterprise Security
Salesforce: Best solution for growing businesses
CloudTalk: Best Personalized Call Queue
Bitrix24: Best for remote teams
TalkDesk: Best for big businesses
ZenDesk: Better Helpdesk Features
LiveAgent: Best value for money
Newfies-Dialer: Best Voice Broadcast Solution
Agile CRM: Best all-in-one CRM at an affordable price
Verizon VoIP: Best VoIP Phone System for Midsize Businesses
Aircall: Best cloud solution that's easy to use

These software programs will certainly contribute to creating a smooth and integrated communication platform for your business.

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