The Best Call Center Software of 2022

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CallTrackingMetrics

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

CallTrackingMetrics

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

RingCentral Engage Voice

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

RingCentral Engage Voice

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

Freshdesk Contact Center

Smart call escalation that enables call routing
Call masking and recording
Listen to live calls and evaluate communication effectiveness

Freshdesk Contact Center provides intelligent customer engagement software for businesses of all sizes, making it easy for teams to win customers for life. Freshdesk Contact Center 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, Freshdesk Contact Center, 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. Freshdesk Contact Center 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

"Freshdesk Contact Center is one of the best call center software as long as you can run the center with smartphones or softphone installations on computers."

Summary

Freshdesk Contact Center

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

CloudTalk

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

CloudTalk

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.

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

8x8

Starting Price
- Not disclosed
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

Five9

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

Five9

Starting Price
- Not disclosed
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

Zendesk

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

Zendesk

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

NICE inContact CXone

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

NICE inContact CXone

Starting Price
- Not disclosed
Campaign Management
no
Escalation Management
yes
Predictive Dialer
yes
Progressive Dialer
yes
Free Trial
not provided

Features

Blended call center
Campaign management
Escalation management

JustCall

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

JustCall

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

Genesys Cloud

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

Genesys Cloud

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)

Dialpad Support

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

Dialpad Support

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

Avaya Contact Center

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

Avaya Contact Center

Starting Price
- Not disclosed
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

TalkDesk

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

TalkDesk

Starting Price
- Not disclosed
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

Aspect Unified IP

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

Aspect Unified IP

Starting Price
- Not disclosed
Campaign Management
yes
Escalation Management
yes
Predictive Dialer
yes
Progressive Dialer
yes
Free Trial
not provided

Features

Inbound call center
Manual dialer
Call escalation

Convoso

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

Convoso

Starting Price
- Custom Quote
Campaign Management
yes
Escalation Management
yes
Predictive Dialer
yes
Progressive Dialer
yes
Free Trial
Free Demo

Features

Real-time reporting
Omnichannel
Multiple dialing modes

iCallify

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

iCallify

Starting Price
- Custom Quote
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

MightyCall

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

MightyCall

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

Revenue.io

AI-powered real-time analytics
Call monitoring, recording and training libraries

Revenue.io has provided call tracking services since 2012 and focuses on providing a total package of sales engagement, performance and conversation intelligence specifically focused on Salesforce clients, the CRM platform with which Revenue.io is designed to integrate. It provides AI-powered analytics, real-time sales performance evaluation, automated call transcription and analysis, call recording that supports the ability to build libraries of training calls, and event-based AI-powered alerts that allow fast response to incidents like competitor mentions or common objections.

Further call tracking features include IVR support, the ability to monitor and record dialer calls, scheduling of follow-up calls and reporting and analytics of outbound dialer calls. It can handle calls through landlines, “soft phone,” or mobiles. Aside from its core Salesforce CRM integration, Revenue.io is also built to work with Twilio and Appirio to deliver its range of features.

Pros & Cons

Pros

Granular call control
Built-in CRM integration with Salesforce
Provides local or randomized numbers for outgoing calls

Cons

Pricing isn’t listed online

What Customers Are Saying

Not surprisingly, Revenue.io’s built-in CRM integration is a big selling point: “Interface allowed us to really integrate our phone sales process with Salesforce, accurately logging information and helping clean up sales process.” Another user notes: “If you’re working with Salesforce.com there is no better solution that I’m aware of than Revenue.io.”

Summary

Revenue.io

Starting Price
- Custom Quote
Campaign Management
yes
Escalation Management
yes
Predictive Dialer
yes
Progressive Dialer
yes
Free Trial
Yes

Features

AI-powered real-time analytics
Call monitoring, recording and training libraries

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How We Chose the Best Call Center Software

Choosing the best call center software for your business depends on a number of factors, including what you need your customer support team to do and the type of business you run. To help you narrow down your choices, we evaluated call center softwares on three key criteria.

Customer Support Tools

The best call center software helps you provide better and more efficient customer support. We looked for features like queue and escalation management, call scripting, real-time chat, and more. A call software integrating these features creates a frictionless customer service by increasing the frontline efficiency. All incoming calls should be logged to allow easy follow-ups through email. This feature enables all members of the team to understand the context of a previous customer inquiry.

Call Center Type

Not all small businesses are the same — some need to support inbound calls only, while others need agents to have outbound dialing capabilities. We prioritized companies that offered multiple call center solutions.

Basic Phone Features

Features like call logging and recording, interactive voice response (IVR), and various dialers — manual, predictive, and progressive — are basics of all good call center software.

What is Call Center Software?

A call center software uses standard automating techniques to handle and process the receiving of clients’ phone calls. It’s basically a general name used to describe a system(s) or application(s) that an organization uses internally or externally to gather data from calls placed by clients and potential leads. A standard call center software should work for a business of any size and help in collecting information from different platforms such as live chats, email, social media, help desks etc.

For small business owners, call center software helps streamline processes arising in the course of transacting your business. Your agents can manage activities through shared inboxes, ticketing, automated workflows etc. if you are running a small staff, a call center software will come in handy when dealing with client queries.

Benefits of Call Center Software

Call center software streamlines every aspect of your business such as data collection by tracking and responding to customers concerns. Failure to streamline your operations may compromise your customer satisfaction and the workload to the agents.

Other areas call center application will benefit your growing business are:

You are improving the functionality of your front desk by engaging more tools that customers are using to engage with your company such as a live chat. Other tools include, emails, an FAQ section, contact forms, etc. Implementing many options for your customers is vital because every customer may choose a different method that guarantees their comfort when making enquiries.
Agent productivity is another benefit that you can overlook for a small operation. Workflow automation, internal database tools, and collaboration found from a call center software make it easy to handle customer requests. It helps eliminate the expected redundancies in the workplace because employees are fixing different issues as they emerge.
Excellent customer experience is the primary reason why the installation of a call center software is vital. When a customer gets great customer service, then they’re more likely to to come for repeat business.

Must Have Features for Call Center Software

A small business owner knows what needs to be done to compete fairly in the market for new clients. To help you with this, look for a call center software with the following features:

Workflow Automation. Software introduces efficiency. Therefore, the one you pick for your organization must have a reliable automation feature that will direct a client’s concern to the right help desk or channel. Your implementation should have automated responses to standard questions.
Collaboration Tools. Sharing of inboxes, internal messaging tools, regular SMS services, and a central hub to track and allow agents to work in unison is part of implementing efficiency. Invest in software that allows for seamless teamwork activity.
Self-Service Portal. Customers may want to pose questions that if allowed to register and share their views will help in creating the company’s knowledge base. Such questions encourage your team to have an FAQ section for clients who seek quick solutions without the need to follow it up with an agent. Self-service gives both the client and the agent to attend to other pressing issues.
3rd-party Integration. Having software that can link you to clients via their social media handles, customer relationship management applications, and analytics will give customers an experience they would want to be part of.
Reporting & Analytics. Reporting makes it a possibility to know how your customer call center is operating. Consider reports on agent response time, number of tickets, and the rate of customer satisfaction.

The Cost of Call Center Software

Before you consider purchasing a call center software, try one with a free trial to see how it can help you solve your problem, especially before making a commitment. Some companies will require you to call to get a custom quote.

The factors that affect your quote include what features you want, the number of staff needed to operate the application, and the type of service or subscription among others. Look at your business plan, your budget, and get a software that will help fulfill your business needs.

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