- Inbound call center
- Manual dialer
- Call escalation
Aspect Unified IP is a call center management software that works well for both inbound and outbound calls regardless of the organization size. The application’s main features include interactive voice response, call distribution, interactive voice response, auto dialer, computer telephony distribution, and call scripting. Installation is possible in the cloud or on premise deployment.
The application features customer’s wait time notification of their queue position. Clients can schedule calls and follow up on abandoned calls. The software features one set of rules on all available channels, such as phones, SMS, or email. Its contact management system features agent skill match, routing, and recording.
Its system also offers skills-based routing, calling party identification, inbound and enterprise routing, and priority queuing and routing. Pricing is done per-agent or monthly, but you’ll need to call for a custom quote.
Pros & Cons
Pros
- Reliable contact platform supporting multi-channel routing
- Integration with other tool such as quality management, call recording, and workforce management is seamless
- It offers integrated solution platform that includes IVR, PBX, and voicemail
Cons
- Using multiple interfaces to manage agents is extra work
- Some screens lack the administrative search capabilities
- Pricing isn't listed online
What Customers Are Saying
“The dialers have a good design, which could push the application up as one of the best software in the call center service industry. Though, when the software is up and running, it does well until issues arise that need updates.”
Summary
-
Starting Price
-
Campaign Management
yes
-
Escalation Management
yes
-
Predictive Dialer
yes
-
Progressive Dialer
yes
-
Free Trial
not provided
Features
- Inbound call center
- Manual dialer
- Call escalation
- Uses AI to enhance decision making by simplifying operations through automation
- Caller identification on a mobile web platform
- Auto attendance and call recording for the agent
Avaya is an automated solution for a call center handling both inbound and outbound calls with chat applications, emails, and video calls. The call center software offers assisted services with features for call recording, automated scheduling, and voice analytics.
The application platform has multiple advanced features that propels its standard platform into an enterprise call center service experience. The software helps support teamwork uniformly with clients across different channels leading to the best customer experience.
The software is suitable for small and medium businesses with pricing on two levels, the basic, and the advanced plan, which is billed monthly.
Pros & Cons
Pros
- Use of a softphone to communicate even when not at your desk
- Simple and quick configuration with no extra resources needed. Also integrates well with the existing network infrastructure.
- Meeting room settings are good for a standard wide forum discussion
Cons
- The application lacks the “line busy” alert during calls.
- Pricing isn't listed online
- Difficult to maintain simultaneous sites when using phones only
What Customers Are Saying
“Avaya is a call center software that offers a unified communication platform with features and tools small and medium business needs in any phone system.” Another customer says, “using the system is a simplification of your communication and collaboration strategy.”
Summary
-
Starting Price
-
Campaign Management
no
-
Escalation Management
yes
-
Predictive Dialer
yes
-
Progressive Dialer
yes
-
Free Trial
not provided
Features
- Uses AI to enhance decision making by simplifying operations through automation
- Caller identification on a mobile web platform
- Auto attendance and call recording for the agent
- Call tracking to discover sales campaigns that drive sales
- Manage and route calls through automation
- Business analytics
CallTrackingMetrics (or, CTM) prides itself on keeping your business online when you need it most with cloud-based call tracking and a contact center platform. CTM ranks high in quality of support, user recommendations, and ease of working with the application.
The application uses multiple communication channels and provides tracking and analytical services. All the keywords used in these channels are recorded, which you can use to your business’s advantage to refine your sales pitch and more. Their unified communication feature enables you to track your client’s activities through different team members and channels, including phone, forms, chats, and text messages.
CTM is a powerful tool that offers business analytics that companies can use to increase their ROI and improve their customer experience with intelligent automation.
Pros & Cons
Pros
- Track the campaign team driving sales in the business.
- Improve customer experience through communication using different channels
- Get the application and have a dedicated support team working on your account
Cons
- Occasional bad calls due to dropping quality
- The application is not intuitive
- Occasional software glitches
What Customers Are Saying
“CallTrackingMetrics is easy to use and has a good vision for the future when it comes to integrating with other platforms. The good thing is the pricing that is quite low in comparison to the previous vendors.”
Summary
-
Starting Price
- $36/mo + usage with Annual Pre-Pay Option for Business Plan
- $83/mo + usage with Annual Pre-Pay Option for Marketing Plan
- $249/mo + usage with Annual Pre-Pay Option for Contact Center Plan
-
Campaign Management
yes
-
Escalation Management
yes
-
Predictive Dialer
yes
-
Progressive Dialer
yes
-
Free Trial
14 days
Features
- Call tracking to discover sales campaigns that drive sales
- Manage and route calls through automation
- Business analytics
- No call transfers because of the automated call matching to a specialized support team staff
- Create customized call queues
- Every agent has his or her own personalized number or extension enabling seamless routing of calls.
CloudTalk is a remote-ready business call center software solution that allows the creation of a virtual phone system for your sales and customer support team from anywhere in the world. This innovative software integrates with a variety of tools such as the custom queue feature that reroutes calls to agents in a better position to handle customer issues.
A customer who calls after office hours can leave a voice message that the support team can respond to. The approach helps customers leave their query instead of being in the queue waiting for an available agent to show up. The messaging also helps the support team prepare a solution before contacting the customer back.
Pros & Cons
Pros
- Maintain local presence with an international phone number
- Cloud talk system adapts to the size of your business needs.
- Support integration with popular CRMs, business tools, and helpdesk.
Cons
- The phone App does not send SMS with some glitches on the desktop version
- The disconnect option disappears under the taskbar when on call
What Customers Are Saying
“CloudTalk is an intuitive software for both admins and customers, which offers the best solution to both small and big teams. The app may need some tweaking for performance, but their customer support is excellent.”
Summary
-
Starting Price
- $15 per user/month billed annually for Starter
- $20 per user/month billed annually for Essential
- $35 per user/month billed annually for Expert
-
Campaign Management
yes
-
Escalation Management
yes
-
Predictive Dialer
yes
-
Progressive Dialer
yes
-
Free Trial
14 days
Features
- No call transfers because of the automated call matching to a specialized support team staff
- Create customized call queues
- Every agent has his or her own personalized number or extension enabling seamless routing of calls.
- Real-time reporting
- Omnichannel
- Multiple dialing modes
Convoso is an all-in-one call center platform and a cloud based solution that generates and converts leads faster using multiple communication channels. It helps in generating and converting leads faster through its various services such as multiple dialing modes (predictive/power/preview) along with two-way texting, voice broadcasting, outbound emailing, ringless voicemail drops, and dynamic IVR to pre-qualify leads automatically.
Since Convoso is a cloud-based solution, it is easily accessible over the internet through the servers it maintains. This helps their clients in increasing their call volume, selling their products or services, conducting market research for business growth and qualifying sales leads faster anywhere. It allows their clients to cut down on phone bills while improving staff productivity with call forwarding, conferencing and call transfer.
Pros & Cons
Pros
- Integrates with other programs easily
- Advanced speech recognition
Cons
- Pricing isn't available on site
What Customers Are Saying
Customers are generally pleased with the results they’ve achieved while using this software. One long-term user provided a five-star review, saying, “The number of leads that get generated and converted after using this software has been astronomical. It’s led to very large gains and has become an integral piece of software to our company.”
Summary
-
Starting Price
-
Campaign Management
yes
-
Escalation Management
yes
-
Predictive Dialer
yes
-
Progressive Dialer
yes
-
Free Trial
Free Demo
Features
- Real-time reporting
- Omnichannel
- Multiple dialing modes
- Call recording playback services
- Voicemail is displayed on the inbox with a text transcription and an audio widget for replaying the message
- Video calling allows sharing of screens
Dialpad is a unified communications platform that offers voice, video, messages, and online meetings to connect your team with your customers. In particular, it provides itself on providing tools to increase call center productivity, including screen capture, so managers can better assess an agent’s on-call performance, customer satisfaction surveys to continually improve their experience, international business numbers, and it even offers support for certain models of desk phones.
It integrates with many 3rd-party tools like DOMO, Hubspot, Google, Office 365, Slack, and more. That way you can streamline your employee’s workflow by working within one platform. It’s most powerful tool is its built-in machine learning Voice Intelligence, which uses natural language processing and voice recognition to provide real-time recommendations as well as automatic note-taking.
Pros & Cons
Pros
- Easy to setup and manage
- You can scale up or down with minimal effort
- Work well with Android and iOS mobile devices
Cons
- You need to adjust default mobile settings
- Limited or missing support features
- Porting numbers is a painful experience due to lack of error handling facility
What Customers Are Saying
“The software offers a satisfactory experience because it does what needs to be done, says one customer. Adds another, “Using AI to transcribe calls makes it convenient, thus eliminating the need to take notes by categorizing the conversations to guide the agent accordingly.”
Summary
-
Starting Price
- $15/mo/user (billed annually), $20 USD if billed monthly for Standard
- $25/mo/user (billed annually), $30 USD if billed monthly for Pro
-
Campaign Management
no
-
Escalation Management
no
-
Predictive Dialer
yes
-
Progressive Dialer
no
-
Free Trial
14 days
Features
- Call recording playback services
- Voicemail is displayed on the inbox with a text transcription and an audio widget for replaying the message
- Video calling allows sharing of screens
- Predictive dialing
- CRM integration
- Open platform APIs and omnichannel support
Five9 is an all-in-one help desk and customer call center with a focus on enterprise businesses. It has a workforce management tool, computer telephony integration, and predictive dialing. The pop-ups help agents guide the customer conversation and facilitate upselling. Five9 is a cloud-based technology with worldwide coverage of more than 2,000 business clients who manage 5+ billion calls.
Customer service agents have the power to work from anywhere as Five9 offers all of the flexibility and customization options built to meet the needs of your business. These custom features are available regardless of the size of the company.
Five9 provides a quality voice solution, robust security, and 99.99% uptime. Five9 offers a wide range of solutions, whether your business needs a sales and marketing call center, telemarketing, or collections service.
Pros & Cons
Pros
- Allows plugin browser interface to enable multi-tasking
- The supervisor app helps in call tracking, client tracking, and time management.
- Excellent technical support
Cons
- Making even the smallest changes requires an Admin’s intervention.
- Inability to enlarge fonts when on the chat platform
- Pricing isn't listed online
What Customers Are Saying
“A fantastic change management tool. The system is relatively easy to learn, so managers and directors will find the technical aspects of the app easy to pick up.”
Summary
-
Starting Price
-
Campaign Management
yes
-
Escalation Management
yes
-
Predictive Dialer
yes
-
Progressive Dialer
yes
-
Free Trial
not provided
Features
- Predictive dialing
- CRM integration
- Open platform APIs and omnichannel support
- Smart call escalation that enables call routing
- Call masking and recording
- Listen to live calls and evaluate communication effectiveness
Freshworks provides intelligent customer engagement software for businesses of all sizes, making it easy for teams to win customers for life. Freshworks SaaS products are ready to go, easy to use and offer quick return on investment. Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global locations to serve customers throughout the world.
Their call center solution, Freshcaller, works well for both small and large businesses and its cloud-based app makes processes and connection simple.
The system supports local and toll-free numbers for more than 50 countries with an interactive voice response system. Freshcaller is one of the best softwares at handling call monitoring as it allows you to hear live calls. This makes it easy to evaluate the relevance of the call to your business.
Agents have the freedom to call from any number and they can manage all tasks from a centralized location, including viewing call queues and agent status. The system will work on iPhone and Android platforms, Windows, and Mac platforms.
Pros & Cons
Pros
- Its full-featured VoIP is appropriate for call centers and customer support stations
- Reasonable cost
- Easy-to-setup installation
Cons
- Does not allow internal phone calls unless it is teleconferencing
- Only works with softphones or smartphones. No support for handsets.
What Customers Are Saying
“Freshcaller is one of the best call center software as long as you can run the center with smartphones or softphone installations on computers.”
Summary
-
Starting Price
- Free unlimited agents for Sprout; pricing varies per agent.
-
Campaign Management
no
-
Escalation Management
yes
-
Predictive Dialer
no
-
Progressive Dialer
no
-
Free Trial
21 days
Features
- Smart call escalation that enables call routing
- Call masking and recording
- Listen to live calls and evaluate communication effectiveness
- Caller validation
- Click to call (CTC)
- Interactive Voice Response (IVR)
If you are looking for a fluid form of communication between agents and your clients across different communication channels, then Genesys Cloud, an all-in-one interface, should be on your list. Its weekly upgrades and fast deployment gets your agents working faster and more efficiently. Genesys Cloud’s administrative tools help boost your productivity, including query handling, a real-time dashboard, and analytics that give insights into your business’s performance.
Deliver personalized experiences to your clients by connecting with them using multiple communication channels, including inbound and outbound calls, call routing and IVR, email, chat, social media, messaging, and more.
Pros & Cons
Pros
- It is an easy to install and use the software
- Agent and desktop interface are full-featured
- Continuous weekly upgrades performed to improve the system
Cons
- No built-in reporting feature
- No mobile application available at the moment
What Customers Are Saying
“The system offers a more rounded set of features and especially the outbound dialer with advanced features. Genesys Cloud is the future of landlines.”
Summary
-
Starting Price
- $75/monthly for Genesys Cloud 1
- $110/monthly for Genesys Cloud 2
- $140/monthly for Genesys Cloud 3
-
Campaign Management
yes
-
Escalation Management
yes
-
Predictive Dialer
yes
-
Progressive Dialer
yes
-
Free Trial
30 days
Features
- Caller validation
- Click to call (CTC)
- Interactive Voice Response (IVR)
- Advanced call routing
- Progressive Dialer
- Remote agent support
iCallify is an omnichannel call center solution offered by Inextrix Technologies. It is built with cutting-edge technology by leveraging the supremacy of smart algorithms with an aim to provide the most robust call center solution. It is packaged with great call center features that allow automation for better customer experience, encourage team productivity and achieve greater results. Some of its popular features include a predictive dialer, multi-channel communication, sticky agent, skill-based call routing, soundboard avatars, call analytics and report, and remote agents.
iCallify allows its users to capture the benefits of unified communication with enterprise-grade voice quality. It has built-in productivity tools intended for the workforce to help in streamlining marketing, sales, and customer care campaigns with a holistic system. It supports voice calls, SMS, chat, email, help desk ticketing solution, WhatsApp, social media, and all other major communication channels to let you enjoy competitive advantages.
Pros & Cons
Pros
- Devise training programs
- Easy to set up and use
- Well defined reports
Cons
- Pricing isn't available on site
What Customers Are Saying
One of their happy clients mentioned "I've used this software with a few different businesses that I have worked for, it is great for a starter dialer, cheap to set up, and very basic. It gets the job done for an outbound autodialer."
Summary
-
Starting Price
-
Campaign Management
yes
-
Escalation Management
yes
-
Predictive Dialer
yes
-
Progressive Dialer
yes
-
Free Trial
Free Demo/Free Trial
Features
- Advanced call routing
- Progressive Dialer
- Remote agent support
- Integration with at least 99% of VoIP platforms
- Smart call routing and unlimited calls
- Powerful data analysis and reporting functions
LiveAgent implements its multi-channel application using the channel of your choice to handle customer grievances. Its call center app is a cost-effective solution for both small- and medium-sized businesses that use phones as a part of their help desk.
The application runs in the cloud and offers inbound and outbound calls, an interactive voice response (IVR), unlimited call recordings, and call routing. On top of being a call center software, LiveAgent offers live chat, a client portal, ticketing, reporting, and knowledge base capabilities. It also supports custom email formats to enable communication between agents and customers. The universal inbox creates tickets for all emails received and routes them automatically to the appropriate department.
Pros & Cons
Pros
- A solution for both customer support and sales prospecting software
- Great customer service
- Manage chat conversations that can convert into sales leads
Cons
- No synchronization between different communication channels
- Spam filter is not effective
What Customers Are Saying
“The experience you get from LiveAgent is commendable because of the excellent work the support staff does in addressing your needs. The application also helps you improve your management support skills.”
Summary
-
Starting Price
- $20 /user per month, billed annually for Standard
- $40 /user per month, billed annually for Premium
-
Campaign Management
yes
-
Escalation Management
yes
-
Predictive Dialer
yes
-
Progressive Dialer
yes
-
Free Trial
free demo
Features
- Integration with at least 99% of VoIP platforms
- Smart call routing and unlimited calls
- Powerful data analysis and reporting functions
- Call recording
- Interactive Voice Response (IVR)
- Unified communications
MightyCall ranks as one of the best software for both small- and medium-sized businesses. The software is optimized to work for sole proprietors and companies with a maximum of 100 employees. You can deploy the call center software on devices running iOS or Android operating systems.
The system is web-based and runs a PBX platform suitable for those running small businesses or are seeking a market advantage over their competition. The app’s pricing also gives it a competitive edge over its nearest competitors.
Pros & Cons
Pros
- Easy to use with a clean user interface on the agent’s dashboard
- Call recording which enables a higher level CRM
Cons
- Managing call groups could use some improvement
What Customers Are Saying
“The MightyCall software works well for small businesses that may want to utilize a virtual receptionist. A virtual receptionist is active when you make a call to the office, and if no one picks the call, it will divert to a set number, which happens to be a virtual receptionist.”
Summary
-
Starting Price
- $19.99/month for Basic
- $39.99/month for Standard
- $99.99/month for Ulitmate
-
Campaign Management
no
-
Escalation Management
no
-
Predictive Dialer
no
-
Progressive Dialer
no
-
Free Trial
7 days
Features
- Call recording
- Interactive Voice Response (IVR)
- Unified communications
- Blended call center
- Campaign management
- Escalation management
The NICE InContact Cxone is best for medium-sized, enterprise-level, and government bodies. Its platform is cloud-based and delivers call routing across all communication channels, workforce optimization, analytics, AI, and workflow automation. With all these available features, the Cxone empowers your agents to offer the best customer experiences.
NICE InContact Cxone is the only an-all-round best software that offers a complete cloud call center in the market. Major firms in the business of analysis recognize the application as one of the best in the industry. Cxone delivers its services on an enterprise open cloud model that guarantees efficiency.
Pros & Cons
Pros
- Easy to handle training and administer new users
- Call routing automation
- The system allows real-time data sent by possible leads
Cons
- No account support manager
- No calls to integrating into the SalesForce
- Pricing isn't listed online
What Customers Are Saying
“The overall experience we have had with NICE InContact Cxone made our switching over from the old VoIP seamless,” says one customer. Adds another, “The different levels of customization the application enables the creation of different profiles for our agents and the ability to tune everything into what an agent does is exceptional.”
Summary
-
Starting Price
-
Campaign Management
no
-
Escalation Management
yes
-
Predictive Dialer
yes
-
Progressive Dialer
yes
-
Free Trial
not provided
Features
- Blended call center
- Campaign management
- Escalation management
- IVR and ACD capabilities
- Omnichannel support
- Campaign management
RingCentral is a popular call center platform that offers a customizable cloud-based phone system supporting both mobile and desktop users. It has a unique feature “RingOut” that allows you a one-touch call from any phone or internet-enabled PC. The call handling and delegation is robust, giving you the confidence all calls are routing to the right individual.
The two most known functions of RingCentral are their use in video conferencing and a leading VoIP phone system. However, the product still works for any business looking for a call center software, sales, and customer help desk center.
RingCentral offers more than 40 features in a safe, secure, and reliable package that guarantee you at least 99% uptime from anywhere.
Pros & Cons
Pros
- The application operates on a wide area network coverage in the US, Europe, and Asia.
- VoIP is feature rich and enables business collaboration
- Integrated with Artificial Intelligence (AI)
Cons
- Not as easy-to-use user interface
What Customers Are Saying
“RingCentral has an excellent introductory offer that matches every level of features as you subscribe to the more advanced functions you will not find anywhere else.”
Summary
-
Starting Price
- $19.99/user/month for Essentials
- $24.99/user/month for Standard
- $34.99/user/month for Premium
- $49.99/user/month for Ultimate
-
Campaign Management
yes
-
Escalation Management
yes
-
Predictive Dialer
yes
-
Progressive Dialer
yes
-
Free Trial
7 days
Features
- IVR and ACD capabilities
- Omnichannel support
- Campaign management
- Intelligent routing from caller data
- Can integrate with more than 30 systems
- Has customized reports and a real-time dashboard
Talkdesk has an intelligent routing feature that handles Intelligent Voice Response, ACD, Ring Groups, and more. All payment plans provide for unlimited call recordings. On the advanced level of the software, the tool provides a power dialer and voice capabilities. On the same network architecture, Talkdesk provides in and outbound dialer as well.
The software has a robust design to help companies handling many calls manage their support effectively. Talkdesk runs the workforce management application giving your agents enough time to give your clients exceptional service experience.
Pros & Cons
Pros
- The call quality is exceptional because of the pivo endpoints for routing
- Ease of integration with other call center applications
- The application is user-friendly
Cons
- Pricing isn't listed online
What Customers Are Saying
“The Talkdesk call center software is one of the most powerful and efficient telephone softwares that can calculate the volume of calls when carrying out its monitoring functions.”
Summary
-
Starting Price
-
Campaign Management
no
-
Escalation Management
yes
-
Predictive Dialer
yes
-
Progressive Dialer
yes
-
Free Trial
14 days
Features
- Intelligent routing from caller data
- Can integrate with more than 30 systems
- Has customized reports and a real-time dashboard
Virtual Contact Center by 8x8
- Intelligent omnichannel routing
- Provides historical and real-time reports on customer experience and analytics
- Can integrate with native CRM or through third parties
The 8X8 contact call center software is suitable for freelancers and businesses of any size. It offers a virtual contact center with all the functionalities of an enterprise solution and business phone systems with platforms that allow for the integration of phones, team messaging, and meetings.
If your business requires a one-of-a-kind omnichannel routing service, then think about using the 8X8 platform. The benefits your business gets include real-time analytics and reports, which you can access from any device. The entire customer journey from start to finish is traceable across the 8X8 communication channels.
Improve your agent’s productivity by using tools such as the private knowledge base, simple interface, and comprehensive communication center.
Pros & Cons
Pros
- The pricing is friendly and flexible
- Has many standard features
- The mobile and desktop are easy to set up
Cons
- Difficult to find and use meeting features
- Pricing isn't listed online
What Customers Are Saying
“The platform is reliable with a 99% uptime. The call center implementation has 15 data centers all over the world, making it easy to move data in case one center goes down.”
Summary
Virtual Contact Center by 8x8
-
Starting Price
-
Campaign Management
yes
-
Escalation Management
yes
-
Predictive Dialer
yes
-
Progressive Dialer
yes
-
Free Trial
30 days
Features
- Intelligent omnichannel routing
- Provides historical and real-time reports on customer experience and analytics
- Can integrate with native CRM or through third parties
- Omnichannel communication
- Integration of internal tools to enable collaboration of team members
- Reporting and tracking interactions on all channels
Zendesk offers call center software solutions for businesses of any type and size. It provides automatic ticketing so agents can help customers across all communication channels. The design of the software is modern and easy to use. Zendesk allows your agents to concentrate on their core tasks of handling customers and working out solutions rather than workflow challenges.
The support suite has many integration tools that allow for seamless customer relationships. Customers can access your organization through a self-service portal. Your agents can customize reports, import tickets using several approaches, work alongside the defined workflow, and make internal notes on the tickets.
Zendesk is available for a trial period with different paid tiers issued at professional and enterprise levels.
Pros & Cons
Pros
- Robust ticket management system that includes social media
- Tool provides custom reports, flexible queries, and dashboards
- Flexible integration options
Cons
- No enterprise features for change and asset management
What Customers Are Saying
“Zendesk Support integrates with suites that make customer experience management the core priority as opposed to just help desk operations. The approach works well for small business enterprises that need to hold on to new customers.”
Summary
-
Starting Price
- $5 per agent per month for Support
- $89 per agent per month for Support Suite
-
Campaign Management
no
-
Escalation Management
yes
-
Predictive Dialer
no
-
Progressive Dialer
yes
-
Free Trial
14 days
Features
- Omnichannel communication
- Integration of internal tools to enable collaboration of team members
- Reporting and tracking interactions on all channels
