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What is the best call center software solution?

Choosing the Best Call Center Software Solution

What is the best call center software solution

Understanding Call Center Software Solution

In today’s world of digital technology consumers often prefer to call support for customer service. The convenience and ease of chatting with a human being builds confidence between the customer and the customer service agent and makes it a valuable instrument in the most effective software for call centers.
Although phone support is usually an excellent way to assist customers, it’s also one of the most demanding, slowest, cost-effective and difficult to measure support channels. In order to provide customers with excellent telephone support, you’ll need efficient software for call centers which allows your service staff to perform their best.
What is the best call center software solution? The most effective software for call center routing sends calls to the right agents, gives employees an additional perspective, and assists management implement an omni-channel approach. In this post we’ll explore the most important aspects to take into consideration when choosing a call center software and review the best contenders in the field.

Table of Contents

What is a Call Center Software Solution

What is a Call Center Software Solution?

The Contact Center Software Solution, often called Call Center Software, can be described as a software application or a suite of tools that are designed to ease and improve the efficiency of the call center or the customer support center. It is a necessary infrastructure and features to manage and handle a huge number of outgoing and incoming customer interactions, mostly via phone calls, but more often via various channels of communication that include chat, email, social media, chat and many other channels.

What is the best call center software solution?

What is the best call center software solution? The criteria for determining what is the “best” call center software solution is a matter of personal preference based on the particular requirements and preferences of a company. What may be the most suitable solution for a particular company may not be the best choice for another. Remember that the market is constantly changing, and innovative solutions could have been developed since then, which is why it’s important to do your own research and take into consideration your specific requirements. Here are some solutions to consider:
Best call center software solution
  1. Zendesk
  2. Webex
  3. Zoho Desk
  4. LiveAgent
  5. TalkDesk
  6. GoToConnect
  7. NICE CXone
  8. Bitrix24
  9. Dialpad
  10. Five9
  11. CallHippo
  12. Twilio Flex
  13. VICIDial
  14. Aircall
  15. 3CX
  16. MiCloud Connect
  17. Vonage
  18. CloudTalk
  19. Nextiva
  20. Ringover
Zendesk Logo

Zendesk

Zendesk’s Call Center software is integrated into Zendesk Agent Workspace. Zendesk Agent Workspace, ensuring seamless customer service. Our software assists teams in rapidly resolving problems while also measuring and improving the efficiency of support phone calls.
Zendesk provides omnichannel customer support that allows businesses to differentiate themselves from the rest by interacting with their customers wherever they are – whether it’s via phone, via email or Instagram. The results of our CX Trends Report showed that businesses who offer omnichannel support get better CSAT scores, quicker response times, and better CX measures than those who do not.
Our software for call centers operates through a single, central portal, which allows your team to be more efficient and concentrate on providing the highest quality customer service.
Your team can monitor and evaluate every interaction with customers. Managers can track the performance of agents for calls, customer conversations or queue numbers in real-time using out-of-the-box monitoring and reporting. It is easy to see how your phone support is integrated within multichannel operations by using our central reporting, and discover what your business could improve upon.
Easy to set-up and completely cloud-based Zendesk allows teams to be up and running with the complete function of a call center in just a few minutes. This means that there’s no need to get involved with IT or hire additional technicians or manage new vendors. With their wide range of plans, you’ll be able to find one that meets your requirements.
Features
  • Overflow, group, and after-hours call routing
  • 90+ telephony providers
  • IVR
  • APIs, SDKs, and integrations
  • Omnichannel support
  • Advanced reporting
  • Priority phone numbers
  • Embedded call back within the web widget
  • Voicemail and text messaging
  • Call recording
  • Outbound caller ID
  • Mute and call forwarding
  • Click-to-call
Pricing
  • Suite Team $49 per agent/month
  • Suite Growth $79 per agent/month
  • Suite Professional $99 per agent/month
Webex Logo

Webex

If reliability, simplicity of installation, and robust features are important to you, Webex’s call center software is an option to take into consideration. More than 1,000 employees on site, remote workers, or even a mix of both could seamlessly and concurrently work with this cloud-based system.
In spite of its enterprise-level capabilities and advanced features, Webex is also an excellent option for small businesses seeking to get their call center operational. In addition, if you’re searching for internal collaboration tools such as video conferences, Webex can act as your productivity suite. Select the Call plan that is targeted at the call center software or its Meet + Call plan, that includes productivity as well as the ability to call center.
Features
  • Unlimited domestic and local calling
  • Unlimited messaging
  • Screen sharing
  • Call waiting, hold, transfer, and forwarding
  • Conference calls
  • Call recording
  • Visual voicemail
  • Interactive whiteboarding
Pricing
  • Meet: $15 user/month
  • Call: $17 user/month
  • Meet + Call: $25 user/month
Zoho Desk Logo

Zoho Desk

Zoho Desk is many things–a help desk web-based builder CRM, and many more. But did you know that it’s an excellent option for your call center software? Similar to its other offerings Zoho’s call center software is cloud-based, has an intuitive user interface and works well with other items within the Zoho product family.
If you’re already an existing Zoho Desk user you’ll find the process of implementing and using the software extremely simple. In addition, you’ll be in a position to benefit from the strong integrations with your different Zoho tools to deliver the best service to both agents and customers. Keep in mind that you’ll require either a Professional and Enterprise plan to be able to use the features of the call center.
Features
  • Call logging
  • Calls reports and dashboards
  • Agent availability tracking
  • Call-to-ticket conversion
  • Call transfer, recording, hold, and mute
  • Call queue management
  • Zoho Desk CRM and help desk integration
Pricing
  • Standard: $20 user/month
  • Professional: $35 user/month
  • Enterprise: $50 user/month
LiveAgent Logo

LiveAgent

As Zendesk, LiveAgent is much more than just a call center application. LiveAgent plans include complete support desk features, including live chat tickets management, tickets management, multichannel support and more. The software for call centers of LiveAgent are included as part of the All-inclusive package, which includes the mentioned help desk features.
If you’re looking for a simple software for call centers, LiveAgent may have many features that you do not require. However, if you’d like to try it out it’s possible to take advantage of it for no cost. LiveAgent gives free trial trials of as long as 14 days. If you’re in need of additional time, it’s worth asking if you can extend your trial to test the program.
Features
  • Chat satisfaction surveys
  • Unlimited agent devices
  • Video calls
  • IVR
  • Advanced reporting
  • API and integrations
  • Call transfers and routing
  • Unlimited call recordings
  • Live chat
Pricing
  • Ticket: $15 user/month
  • Ticket + Chat: $29 user/month
  • All-inclusive: $39 user/month
Talkdesk Logo

Talkdesk

Certain call centers will only take inbound calls. Others just make outbound calls however, some call centers have both. For mixed call centers, Talkdesk provides the features required to handle all types of calls. With its completely cloud-based system, you won’t have to download any software onto your personal computer.
Talkdesk has modern-day features, like an easy mobile application that agents can use no matter where they’re. The software is also extremely versatile, you can use the services that are available after hours or for part-time staffing to take care of calls when volumes and staffing levels are inadequate. Talkdesk plans are available in four different versions. There aren’t any free trials available however you may request a trial version of the software.
Features
  • 60+ out-of-the-box integrations
  • 80+ AppConnect marketplace
  • API access
  • Virtual agent
  • Screen recording
  • Conversations mobile app
  • Feedback
  • Real-time dashboards
  • Self-service portal
Pricing
  • Essentials: $75 user/month
  • Elevate: $95 user/month
  • Elite: $125 user/month
GoTo Connect Logo

GoTo Connect

If you know what software-as-a-service (SaaS) is, you might be interested in GoTo Connect’s contact-center-as-a-service. Its CCaaS concept is exactly the same as SaaS however it’s specific to the software used by call centers. GoTo Connect features multiple plans–all completely cloud-based and offering a wide array of call center functions.
GoTo Connect’s flexible contact center software can be used for accommodating the requirements of both outbound and inbound as well as blended call centers. You can also add a VoIP service to establish an internal telephone system for your company if you decide to go with the software for contact centers.
Of course, it isn’t a bad thing to know that GoTo Connect is well-known for its reliability and extensive experience in the field.
Features
  • Voicemail to email
  • Audio conferencing
  • Existing number porting
  • Unlimited extensions
  • Smart call routing
  • Call forwarding, ring groups, and call queues
Pricing
  • Basic: $24 user/month
  • Standard: $29 user/month
  • Premium: $39 user/month
NICE CXone Logo

NICE CXone

In integrating customer information and powerful call center features in an intuitive interface NICE CXone allows your employees to offer superior, more efficient customer experience. While it is a great option for small businesses, NICE CXone is a genuine enterprise-grade solution. Organizations with a large, complex structure will have everything they require to streamline their call center operations.
NICE CXone also has features that allow managers to increase the standards of customer service while reducing costs. These tools include quality management, as well as workforce planning tools that aid in continuous improvement of the planning of resources and delivery of services.
Features
  • Automation workflows
  • Ticket routing
  • Native integrations
  • Knowledge base
  • API
  • Workforce management
  • Customer surveys
  • Live chat software
  • Tracking and reporting
  • Self-service portal
Pricing
  • Core: Starts at $100 per user/month
Bitrix24 Logo

Bitrix24

Bitrix24 is an application for call centers that is similar to Zoho Desk although, admittedly, it’s less well-known within the market. Apart from the call center features that can handle inbound, outbound as well as internal calling requirements, Bitrix24 provides project management tools, a website creator and a stand-alone CRM.
Another major benefit is the Bitrix24 free plan. Although its features are restricted, the free plan will give you an idea of what you can get when using Bitrix24. Bitrix24 interface. From there, you’ll be able to make an informed decision on whether the Bitrix24 flexible contact center software is suitable to your needs.
Features
  • Business hours setting
  • Call routing, transfer, and forwarding
  • HD video calls
  • Call back widget
  • IVR
  • Call transcription
  • Call recording playback speed
  • Automatic dialing
Pricing
  • Basic: $49 per month for five users
  • Standard: $99 per month for 50 users
  • Premium: $199 per month for unlimited users
DialPad Logo

Dialpad

If you’re looking for a modern and sleek call center that has an extensive feature set that can be used for both inbound and outbound calls, Dialpad doesn’t disappoint. One of its most innovative features include call sentiment analysis, real-time transcription of text and an in-built AI that can automatically generate specific scripts for agents to use. Its mobile app allows users to be connected at any time on any device.
Dialpad also offers a unique pricing structure for its software that has two editions: Enterprise and Pro. For Pro you must get at least 3 licenses. For Enterprise it is required to purchase a minimum of 100 licenses.
Features
  • Toll-free number support
  • In-queue callback
  • Analytics and reporting
  • Call history
  • Manager alerts
  • Real-time transcription
  • Sentiment analysis
  • Smart dialer
Pricing
  • Standard: $20 per user/month
  • Pro: $30 per user/month
  • Enterprise: Pricing not available
Five9 Logo

Five9

Contact center usage fees solutions can quickly add up particularly if you’re responsible for charges for long distance and have customers scattered across the globe. But Five9 will help to keep your operating costs under control while providing a premium service for agents and customers alike. Five9’s plans include no-cost long-distance calling and are installed on your existing equipment, based on your requirements.
In addition to its powerful software for call centers, Five9 also offers an array of telephony options such as business VoIP. In simple terms, whatever requirements related to phones can be met by any of the Five9 packages.
Features
  • Omnichannel routing
  • Predictive dialing
  • Intelligent virtual assistant
  • Real-time and historical dashboards
  • Workflow automation
  • Outbound dialer
  • Call recording
  • Web call back
Pricing
  • Core: $149 per user/month
  • Premium: $169 per user/month
  • Optimum: $199 per user/month
  • Ultimate: $229 per user/month

CallHippo

Created for sales and support teams. CallHippo can be described as a sophisticated call-center software that can simplify calls both outbound and inbound. The cloud-based telephony service is available with four options for small teams, startups, SMBs, large teams, and enterprise companies. But, regardless of the size of your team you might require an upgrade plan if you need the most advanced features.
Alongside its packages, CallHippo offers paid add-ons to enable features such as personalized caller IDs and voicemail transcription, and much more. For a better understanding of the various variations with CallHippo package and other add-ons that you can purchase, visit the pricing page for the company.
Features
  • Skills-based call routing
  • Free call recording
  • Call tagging
  • Call queuing
  • Power dialer
  • Multi-level IVR
  • Call script
  • Call barging
Pricing
  • Bronze: $16 per user/month
  • Silver: $24 per user/month
  • Platinum: $40 per user/month
  • Enterprise: $48 per user/month
Twilio Flex Logo

Twilio Flex

If you’re a home-based DIYer and have the time and money to recruit developers, or have an engineering team proficient in APIs, Twilio Flex will be an interesting option for you. Instead of pre-packaged software, Twilio Flex provides a voice SDK and API that is open, that your developers can utilize to create a call center solution completely customized to meet your company’s requirements as well as your hopes, desires and goals.
With Twilio all the way from creating your own web-based call center application to the management of queues and call transcription is available. Simply put, Twilo Flex can help you develop all the features you’d expect for an enterprise-level call center software. Twilio’s pricing is flexible. You are able to choose a fixed rate or a usage-based charge.
Features
  • Call tracking
  • Embedded calling
  • IVR
  • Masked calling
  • API and SDKs
  • Alerts and notifications
  • Call transcription
  • Voice recognition
  • Omnichannel support
  • Reports and dashboards
Pricing
  • Twilio Flex (per-hour pricing): $1 per active user hour
  • Twilio Flex (flat rate): $150 per user/month
VICIdial Logo

VICIdial

If you’re in search of an open-source hosted contact center software VICIdial is a good alternative worth considering. The software is completely open source, which means there is no upfront fee to use it, modify or distribute it. However, in reality you won’t be able to get it running using VICIdial without spending resources. Since VICIdial is an open source project and requires a specialist developer to assist you in implementing it.
If you prefer avail hosting services by VICIdial. If you choose to use VICIdial hosting, you’ll keep your software and data on an exclusive VICIdial server. Once it is configured, VICIdial provides all the features you’d expect from a call center for inbound and outbound calls along with a host of other benefits including email and site chat.
Features
  • Open-source software
  • Inbound and outbound calling
  • Email and website chat
  • Skills-based routing
  • Dedicated hosting
  • Queue prioritization
Pricing
  • Free software, but hosting requires monthly costs and fees
Aircall Logo

Aircall

Aircall is a cloud-based call center solution that bills itself as a productivity-enhancing tool for support and sales teams. Its biggest strengths are easy installation on your existing equipment (unless you choose to update) numerous intuitive applications, monitoring in real time and project management capabilities.
If you choose to integrate Aircall into your help desk or CRM, you will have access to various useful functions within your help desk or CRM like automatization and monitoring of call activity. In addition to that each plan provides unlimited outbound and inbound calls within Canada as well as the Continental United States.
Features
  • API and webhooks
  • Voicemail by email
  • Call analytics
  • Post-call automations
  • Click-to-dial
  • Call tagging
  • Call monitoring and whispering
  • CRM and help desk integrations
  • Intelligent dialing
Pricing
  • Essentials: $30 user/month
  • Professional: $50 user/month
3CX Logo

3CX

With 3CX agents at call centers as well as their managers are able to operate from any location, conducting virtual meetings using web-based conferences and serving customers over the phone, through live chats, and much more. If you’re looking for flexibility when it comes to the deployment of your software for contact centers, 3CX provides it with hosted, on-premise and cloud-based solutions.
In addition to the flexibility of deployment, 3CX provides enterprise-level functionality including features such as call pop-ups and click-to-call along with call journals.
Features
  • Contact synchronization
  • Call pop-ups
  • Call journals
  • Zendesk and other popular app integrations
  • Click to call
  • 3CX browser extension
Pricing
  • Standard: $0 per year
  • Pro: $145 per year
  • Enterprise: $180 per year
MiCloud Connect Logo

MiCloud Connect

If you want performance of enterprise quality, MiCloud Connect by Mitel is an ideal option. The cloud-based contact center software offers screen sharing, messaging as well as conferencing and other. Mitel’s user interface is intuitive as well as its omnichannel support system and seamless experience for agents make it the ideal solution to improve the efficiency of agents.
However, the software goes far beyond the daily productivity gains you’re likely to see. Mitel is also able to provide real-time reporting that allows you to enhance your workflow and resource planning for the highest call center efficiency.
Features
  • Real-time KPIs
  • Inbound and outbound call queues
  • Skills-based routing
  • Priority routing
  • Agent status controls
  • ACD call pick-up
Pricing
  • Tailored pricing per business
Vonage Logo

Vonage

If purchasing the contact center software along with the hardware of the vendor is a top priority for the majority of you, Vonage should be worth taking a look. The contact center is completely customizable, with intuitive add-ons as well as powerful out-of-the-box capabilities. Vonage integrates with the most popular CRMs that include HubSpot and Zendesk; however, its Salesforce along with Microsoft Teams integrations are particularly efficient in their implementation.
Vonage’s features are as you would expect from an industry leader, and they include essential functions like calling monitoring, tagging calls along with native messages. As a full-service telecommunications service, Vonage can also meet your VOIP requirements which makes it an all-in-one solution.
Features
  • Call transfer, hold, and call forwarding
  • Mobile and desktop apps
  • Call waiting
  • Visual voicemail
  • Paging groups
  • Call logging
  • On-demand call recording
  • Call queue management
Pricing
  • Mobile: $19.99 per month/line
  • Premium: $29.99 per month/line
  • Advanced: $39.99 per month/line
CloudTalk Logo

CloudTalk

CloudTalk Voice is an intuitive cloud-based inbound and outbound service for call centers. Apart from creating seamless telephone connections between your company and your customers, CloudTalk helps you control the cost of running a call center and monitor quality of calls, and more.
Some of CloudTalk’s most well-known and effective features are the simple-to-use integrations calling recording, smart dialing along with two-way sync. CloudTalk offers three packages with different price points. However, to use outbound calling features, you’ll need to purchase a custom plan, which is charged at a fixed rate.
Best for:
  • SMS capabilities
  • Advanced analytics
  • Workflow automation
  • Skill-based routing
  • Unlimited inbound and intracompany calls
  • Mobile app
  • Open API
  • Real-time dashboard
  • International numbers for 140+ countries
Pricing
  • Starter: $30 user/month
  • Essential: $40 user/month
  • Expert: $60 user/month
Nextiva Logo

Nextiva

The cloud-based software for call centers from Nextiva is designed to meet the requirements of all kinds of companies. Making call routing workflows are easy with tools such as the Call Flow Builder. Visual editors do not require programming, making Nextiva user-friendly even for non-developers. If you are a fan of the solutions offered by Nextiva’s contact centers The company also provides several related services to phones that you could explore, including VoIP.
Nextiva is a great option to outfit your team with equipment along with the latest software. You can try any of the Nextiva calling plans by registering for the free trial.
Features
  • Unlimited calling in the
  • U.S. and Canada
  • Call recording
  • Real-time analytics
  • Unlimited business SMS
  • Integrations with popular tools
Pricing
  • Professional: $20.95 user/month
  • Enterprise: $26.95 user/month
Ringover Logo

Ringover

Modern, flexible and user-friendly Call center software by Ringover can be purchased as a custom plan or as two plans: Smart and Power. No matter which plan or package you select, Ringover delivers software that effectively integrates group messaging, video conferencing and a sophisticated phone system with text messaging for business.
The main benefits of Ringover include complete reporting that is streamlined into dashboards, low-cost international calling to 110 countries, as well as powerful features for managing calls. Additionally, Ringover seamlessly integrates with all of the most powerful Help desks as well as CRMs available on the market.
Features
  • Unlimited calls to 110 countries
  • Custom greetings
  • Instant setup
  • Live call monitoring
  • Popular integrations
  • Advanced analytics and call reporting
Pricing
  • Smart: $24 per user/month
  • Power: $49 per user/month

How do I choose a good call center software?

There are a myriad of aspects to take into account when selecting the right software for call centers. Here are a few of the most important factors:
  1. Your budget: Software for call centers could cost anything from a few hundred bucks to thousands of dollars per month. It is crucial to establish your budget prior to beginning shopping to ensure that you don’t overspend.

  2. Your needs: The features that you need in a call center software will depend on the size and complexity of your call center, as well as the specific needs of your business. Some of the features to consider include call routing, call recording, customer information lookup, workforce management, and analytics.

  3. Your users: The software used for the call center should be simple to use for both supervisors and agents. It must also work with your existing systems for example, the CRM program you use.

  4. The vendor: A vendor must be trustworthy and have a good track record for their customer support. They are also expected to provide customization and integration options that meet the specific requirements of your business.
Here are some other ideas for deciding on a great call center software:
  1. Get quotes from multiple vendors:  Request estimates from at least three different vendors before you make an important choice. This will enable you to compare prices and features.

  2. Read reviews: Read the reviews of various software for call centers before making a final decision. This will give you a sense of what other customers have to say about the software.

  3. Request a demo: The majority of companies will give a demo of their software for call centers. It is a fantastic way to test the software working and to inquire about the vendor.
The selection of the correct software for your call center is an important choice. With these suggestions to choose an application that is suited to the needs of your company and customers.

Frequently Asked Questions

Call center employees utilize a variety of programs to assist them in their work, including:

  • The software for call centers is the primary software that handles calls that are incoming and outgoing and other aspects of the call center operation including the routing of calls, analyzing interactions with customers, and providing agents with data about their customers.

  • The Customer Relationship Management (CRM) software can be used to store and manage customer information like contact information as well as purchase history and service requests. The information is used by agents at call centers to better serve customers.

  • Computer Telephony Integration (CTI) software connects the software for call centers together with CRM software to allow agents to get customer information even when they’re on the telephone.

  • Workforce management software can be utilized to schedule agents and monitor their performance and control the call queues.

  • Analytics software can be utilized to analyze and collect data on the performance of call centers including the volume of calls and handle times, and scores of customer satisfaction. This data can be utilized to improve the efficiency of call centers.

  • Computer programs called chatbots simulate human conversations. Chatbots are able to assist customers with questions, offer assistance and even help resolve problems.

  • Virtual assistants are like chatbots, however they are more sophisticated and make use of artificial intelligence to offer better and more customized service.

The Customer Relationship Management (CRM) instruments are employed by call centers to aid agents manage interactions with customers and track customer information and improve customer service. Some of the most commonly used CRM tools that are used in call centers are:

  • Call recording: The feature lets personnel take recordings of calls to help with training or to resolve problems. 

  • Call analytics: The feature gives information on call statistics including the volume of calls, the average handle time, and satisfaction scores. This data can be utilized to improve the efficiency of call centers. 

  • Customer information lookup: This feature lets agents quickly find the information of customers, including contacts as well as purchase history and service requests. The information is used to offer better customer service. 

  • Workforce management: This function enables scheduling agents as well as monitor their performance. The information is used to increase the effectiveness of the call center. 

  • Chatbots: Chatbots are able to assist customers with questions, offer support and even help resolve problems. 

  • Virtual assistants:  Virtual assistants have a lot in common with chatbots, however they are more sophisticated and utilize artificial intelligence to deliver better service.

The tools used by CRM in a call center are contingent on the dimensions and the extent of the calls center and also the particular requirements of the business. All of the tools listed above may play an integral part in helping agents in call centers provide exceptional customer service.

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