What is the best call center software solution?

Choosing 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.

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:


Bright Pattern Zendesk Webex Zoho Desk LiveAgent TalkDesk GoToConnect NICE CXone Bitrix24 Dialpad Five9 CallHippo Twilio Flex VICIDial Aircall 3CX MiCloud Connect Vonage CloudTalk Nextiva

Bright Pattern

Bright Pattern stands out as a top choice for call center solutions due to its innovative, cloud-based technology that enhances customer interactions. With AI-powered automation, omnichannel support, and seamless integrations, Bright Pattern enables businesses to deliver exceptional customer experiences efficiently.

One key advantage of Bright Pattern is its omnichannel capabilities, allowing agents to engage with customers across voice, chat, email, SMS, and social media—all within a single platform. This ensures a smooth and personalized customer journey, improving satisfaction and loyalty.

Additionally, Bright Pattern’s AI-driven automation streamlines workflows, reducing wait times and increasing agent productivity. Features like intelligent call routing, sentiment analysis, and self-service options empower both customers and agents for a more efficient and effective support experience.

Security and compliance are also top priorities for Bright Pattern, with built-in features that meet industry standards, including GDPR, HIPAA, and PCI compliance. This makes it a reliable choice for businesses in highly regulated industries.

With easy scalability, customizable solutions, and robust reporting tools, Bright Pattern is an ideal choice for businesses of all sizes looking to enhance their call center operations and deliver superior customer service.

Features
Omnichannel Support media. AI-Powered Automation Cloud-Based Platform CRM & Third-Party Integrations Intelligent Call Routing Real-Time & Historical Reporting – Advanced analytics and dashboards for performance tracking. Workforce Management Tools Self-Service Options – IVR (Interactive Voice Response) and AI-powered chatbots for faster resolutions. Security & Compliance Quality Management & Monitoring Fast Deployment & Easy Customization

Pricing
Check Price Here

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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:

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.
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.
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.
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:

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.
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.
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

What software do most call centers use?

Most call centers rely on advanced software solutions to manage customer interactions, optimize workflows, and improve agent performance. Popular choices include Bright Pattern, Five9, Genesys Cloud CX, NICE CXone, Talkdesk, and Avaya Contact Center.

Bright Pattern stands out as a leading cloud-based solution, offering AI-powered automation, omnichannel support (voice, chat, email, SMS, and social media), and seamless CRM integrations. It also provides intelligent call routing, real-time reporting, and compliance with industry regulations like GDPR and HIPAA. With its user-friendly interface and fast deployment, Bright Pattern is a top choice for businesses looking to enhance customer service and agent efficiency.

What system is used in call centers?

Call centers use a variety of systems to manage customer interactions and improve efficiency. These include Automatic Call Distributors (ACD) for routing calls to the right agents, Interactive Voice Response (IVR) for self-service options, and Customer Relationship Management (CRM) software for tracking customer interactions. Additionally, Workforce Management (WFM) systems help optimize agent scheduling, while Analytics and Reporting tools provide insights into performance metrics.

Many modern call centers rely on cloud-based solutions like Bright Pattern, which integrates ACD, IVR, AI-powered automation, and omnichannel support (voice, chat, email, SMS, and social media) into a single platform. With seamless CRM integration, real-time analytics, and industry compliance, Bright Pattern enhances customer experience and streamlines call center operations.

What is the best call center software solution?

Choosing the Best Call Center Software Solution

Understanding Call Center Software Solution

Table of Contents

What is a Call Center Software Solution?

What is the best call center software solution?

Bright Pattern

Zendesk

Webex

Zoho Desk

LiveAgent

Talkdesk

GoTo Connect

NICE CXone

Bitrix24

Dialpad

Five9

CallHippo

Twilio Flex

VICIdial

Aircall

3CX

MiCloud Connect

Vonage

CloudTalk

Nextiva

How do I choose a good call center software?

Frequently Asked Questions

What software do most call centers use?

What system is used in call centers?

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