13 Best AI Call Center Software for 2024

Are you tired of fumbling through endless lists of call center software, desperately searching for the perfect tool to boost your customer service game in 2024? 

Well, the hunt is over, and the good news is, you don’t need to be a tech genius to make the right choice! 

Whether you’re a small business striving to create lasting customer connections or a large corporation seeking to streamline your customer support operations, these software solutions are here to help you provide the best service possible. 

But why should you care about them, and why are they so important for your contact center? 

Let’s dive in and explore how these tools can transform your customer interactions, boost your productivity, and ultimately make your life easier.

It’s time to take your customer service to the next level! In this article, we’re going to introduce you to the 13 best call center software options for 2024.

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A. What is call center software?

Call center software is a type of computer software that is used to manage and optimise communication processes between a company and its customers.

This can include functionality such as call routing, automatic call distribution, voice prompts, interactive voice response (IVR), call recording, and reporting and analytics.

 The goal of call center software is to improve efficiency, customer service, and overall performance of the call center.

The International Journal of Information Technology and Management found that implementing call center software led to significant improvements in efficiency and customer satisfaction for a large companies worldwide.

In-fact, the study found that the software reduced the average time it took to handle a customer call by 20%, and customer satisfaction and net promoter score increased by 15%.

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B. 13 best call center software

1. Aircall

Aircall is one of the most popular cloud software solutions used by small and mid enterprises.

It is easy to adopt, is scalable, and can be used in remote work environments as well.

Above all, it is light on pocket and can accommodate multiple teams.

Based on customer reviews on different online platforms, here are some of the many pros and cons.

Pros

• Unlimited calling: You can make unlimited calls in the United States and Canada.
• Business texting: Send text messages for business purposes, simplifying customer communication.
• Additional numbers: Add extra business phone numbers at a reasonable monthly cost.
• International calling: It allows international calls, ideal for global businesses.
• App integrations: Integrates with over 100 other apps, offering flexibility.

Cons

• Minimum users: Requires at least three users to sign up, not ideal for very small businesses.
• No video conferencing: Lacks its own video conferencing software.
• Pricing: Relatively expensive per user compared to some competitors.
• Hubspot integration: Users have reported issues with the Hubspot integration.
• Mac stability: Some users face stability issues when using Aircall on Mac computers.

2. JustCall

JustCall is a call center software solution purpose built for customer-facing teams. It comes with advanced voice and SMS features along with AI-powered capabilities which help agents engineer better customer conversations.

It easily integrates with 100+ CRM, help desk, and business tools enabling agents, teams and managers to enjoy seamless workflows and build productive experiences.  

Based on customer reviews on different online platforms, here are some of the many pros and cons.

Pros 

• Global reach: Provides access to local numbers from 58 countries, expanding your business reach.
• Integration: Seamlessly integrates with various CRM and Helpdesk software, enhancing workflow.
• Reliable call forwarding: Offers a dependable call forwarding system for efficient call management.
• Team collaboration: Supports team collaboration and management for enhanced productivity.
• Compatibility: Works across multiple devices and operating systems, ensuring accessibility.

Cons

• No call recognition: Lacks incoming call number recognition, labeling calls as unknown.
• Restart requirement: If call logs are not saved, users need to restart devices, leading to time loss.
• Lost incoming calls: Incoming calls can be lost during excessive waiting times for transfers.
• Call quality: The quality of calls needs improvement for better user experience.
• Bugs and restarts: Some users have reported bugs and the need for occasional restarts.

3. RingCentral

RingCentral is a cloud-based phone system for call centers that integrates seamlessly with various CRMs and has omnichannel support.

It supports both desktop and mobile users. It has very defined agent management module along with a skill-based call routing system. 

It comes with different pricing plans thus suiting both SMBs and enterprise clients.

Based on customer reviews on different online platforms, here are some of the many pros and cons.

Pros

• Advanced features: Offers advanced PBX features without expensive hardware and maintenance.
• Uptime assurance: Optimized uptime, even in emergencies or during Internet outages.
• Versatile phone numbers: Provides toll-free, local, and international phone number options.
• Enterprise-grade security: Ensures security with Tier 1 datacenters, biometric security, and more.
• User-friendly design: Simplified design for easy adoption and call management.

Cons

• Linux support: Lacks direct Linux support, although the web dashboard works.
• Limited customization: Can’t customize the conference call greeting message.
• Application reliance: Requires the app to be open to receive calls, which can be inconvenient.
• Reporting limitations: Reporting features are limited and may have delays or inaccuracies.
• Task management: Task assignments can get lost among numerous messages, affecting organization.

4. Avaya

Avaya comes in two avatars – on-premise solution as well as a cloud-based solution. As per their website, 90% of fortune 100 companies are on Avaya. They have been the pioneer in this industry and have very stable enterprise-level products. But it comes at a cost.

Based on customer reviews on different online platforms, here are some of the many pros and cons.

Pros

• Top-tier product: Avaya’s top-tier product offers robust capabilities and better customer support for those willing to invest.
• Competitive pricing: The cloud system provides excellent value, with competitive pricing compared to major cloud PBX providers, offering more features.
• User-friendly interface: Avaya is praised for its user-friendly interface, making it an excellent choice for large call centers.
• Analytics: Offers excellent analytics capabilities for in-depth insights.
• Consolidated reporting: Provides consolidated reporting, making it easier to manage data and information.

Cons

• Nature-dependent: Some features may be considered good or bad depending on your business’s nature.
• Search challenges: Users have reported difficulties in searching through contacts.
• Initial confusion: The software might be confusing initially, but users adapt with time.
• Auto answer feature: Some users desire more flexibility in customizing the auto-answer feature.
• Authentication and IVR: Users have sought improvements in authentication, bio-metrics, and IVR programming.

5. BT.com

BT contact solution is available both on cloud and on-premise.

It can support legacy systems and provides options for flexible scaling.

It further gives an option of call blending which means the same agent can be on an inbound or outbound call.

Based on customer reviews on different online platforms, here are some of the many pros and cons.

Pros

• Reliable telecommunications infrastructure: BT’s trusted network ensures stable, high-quality connections for uninterrupted contact center operations.
• Scalability: BT contact center software is versatile, suitable for businesses of all sizes, allowing for easy expansion.
• Advanced features: Offers robust capabilities, including call routing and analytics, enhancing customer service efficiency.
• Global reach: BT’s international presence enables you to serve a global customer base effectively.
• Security: Prioritizes data security and compliance, safeguarding customer trust.

Cons

• Cost: Quality comes at a premium, potentially straining smaller business budgets.
• Complexity: The software’s advanced features may be overwhelming for those seeking simplicity.
• Integration challenges: Integrating with existing systems can be complex and resource-intensive.
• Limited customization: Less flexibility compared to other solutions may limit adaptability to specific business needs.

6. CloudTalk

CloudTalk is a great cloud solution that comes with a plethora of great features.

It has highly customizable features like ability to create customer call queues, automatic call distribution, etc which makes it an ideal solution for your contact center.

CloudTalk also provides options like customized voicemails and greetings and helps you create a great brand experience over the calls.

Based on customer reviews on different online platforms, here are some of the many pros and cons.

Pros

• Satisfaction with services: Long-term users express satisfaction with CloudTalk’s services, citing good call quality and support.
• Flexibility and powerful features: Users praise the platform’s flexibility and powerful features. Quick and helpful customer care is also highlighted.
• Intuitive interface: The intuitive and user-friendly interface simplifies navigation and task completion.
• Efficient setup: Setting up and configuring CloudTalk is a quick and straightforward process, enabling users to start making calls promptly.
• Responsive customer support: Users appreciate the responsive and solution-oriented customer support provided by CloudTalk.

Cons

• Unstable iOS performance: Some users report unstable performance on the iOS app, with frequent crashes and functional difficulties.
• Limited support availability: Frustration arises from limited customer support availability, particularly for users facing time zone differences.
• Missing features: Users express concerns about missing features and limited integrations, with the absence of a mobile app and required modifications in existing integrations.

7. TalkDesk

TalkDesk is one of the best call center software available for enterprises.

The software is designed to handle large teams and huge call volumes.

TalkDesk provides AI voice analytics that can give your call center enriched data on customer needs and sentiments.

It also can be easily integrated with various CRMs and other solutions.

Based on customer reviews on different online platforms, here are some of the many pros and cons.

Pros

• Ease of use: Customer service and sales teams find Talkdesk easy to use, especially for daily calls across the USA.
• Migration simplicity: Offers a straightforward migration from existing applications.
• Quick integration: Provides quick and easy integration with intuitive operation.
• Effortless installation: Easy to install and set up, ensuring a smooth onboarding process.
• Dependability: Users value the platform’s dependability and simple reporting.

Cons

• Cache-related issues: Some users have experienced occasional issues related to caches, suggesting room for improvement.
• Reporting challenges: Users find the reporting section less user-friendly and prefer more straightforward customization, similar to an API call.
• Limited user customization: Certain features require support personnel for customization, causing some frustration.
• Audio playback: While listening to recordings, audio switching between speakers can be irritating.
• Interface confusion: Users encounter difficulties toggling between web and widget modes, leading to occasional errors and confusion.

8. Genesys Cloud

Genesys is one of the oldest players in the call center software space.

This is best call center software for small business, have great stability, can handle large volumes of calls and agents.

It can handle calls, emails, chats, social media, and instant messaging. It has great functionalities like chatbots and voicebots.

Based on customer reviews on different online platforms, here are some of the many pros and cons.

Pros

• User-friendly interface: Genesys Cloud is appreciated for its intuitive and user-friendly interface, making it easy for users to navigate.
• MOS scores: Users value the inclusion of MOS (Mean Opinion Score) for every call, providing intelligent analysis capabilities.
• Social media integration: The platform offers effective social media integration, including features for Twitter and Facebook, enhancing communication.
• Scalability: Genesys Cloud’s concurrent model allows scalability at lower additional costs compared to the named model, providing cost-effective expansion options.
• Efficiency: The platform’s efficiency and effectiveness are highlighted as it streamlines various communication channels.

Cons

• Backend updates: Users encounter occasional internal system failures due to consistent backend updates, which can disrupt operations.
• Delayed call data: Some users experience delays in accessing call data, particularly for calls from days ago, affecting operational efficiency.
• Customer support and change management: Dissatisfaction is expressed with customer support and change management, citing issues during normal working hours related to uncommunicated changes.

9. Hubspot

Hubspot is famous with marketers and sales teams as a CRM.

But it provides a very strong contact center solution as well.

It is particularly useful for sales teams with its click to call capabilities and its ability to prioritize calls and set up call queues.

It is omnichannel and hence works for email scheduling as well as live chats.

It has a powerful help desk solution which can create very useful call center software.

Based on customer reviews on different online platforms, here are some of the many pros and cons.

Pros

• Solid free plan: HubSpot offers a solid free plan, making it accessible to users with budget constraints.
• Integration of multiple social media accounts: Users appreciate the integration of multiple social media accounts, streamlining social media management.
• Friendly onboarding: The platform is known for its user-friendly onboarding process, making it easy for new users to get started.

Cons

• Limited customer support in free plan: The free plan lacks dedicated customer support, primarily relying on forums for assistance.
• Steep jump from free to paid: Some users find the transition from the free plan to the paid version a significant leap, impacting budget considerations.

10. Nextiva

Nextiva is one of the most reliable cloud software available for call centers. In 2019 and 2020, there were zero outages of the software.

It has features like IVR, ACD, call queuing. It can also help you with advanced features like virtual agents.

Based on customer reviews on different online platforms, here are some of the many pros and cons.

Pros

• Unlimited calling: Nextiva offers unlimited calling within the United States and Canada, providing cost-effective communication options.
• Free local and toll-free numbers: Users benefit from free local and toll-free numbers, reducing additional expenses.
• Unlimited video calls: Nextiva supports unlimited video calls, facilitating efficient virtual meetings and collaborations.
• Toll-free minutes: The platform offers at least 1,500 toll-free minutes per month, accommodating various communication needs.
• Internet Faxing: Nextiva provides unlimited internet faxing, streamlining document transmission.

Cons 

• Customers support improvement: Users suggest that live customer support could be enhanced for better assistance.
• Small business-friendly: Nextiva may be perceived as potentially less small business-friendly compared to competitors, affecting its appeal to specific user groups.

11. Bitrix24

Bitrix24 differentiates itself from others by including CRM features in its call center solution. It comes with inbuilt CRM features like pipeline management, sales reports, and sales automation.

It comes up with a desktop and a mobile app and works on facebook, messenger, instagram, Skype, Viber, Telegram and more.

Based on customer reviews on different online platforms, here are some of the many pros and cons.

Pros

• File sharing and security: Users appreciate the ability to share folders and secure files, enhancing collaboration and data protection.
• User-friendly interface: Bitrix is commended for its pleasant and orderly interface, making data entry and access straightforward.
• Great CRM and phone system: The platform offers great features as a CRM software and phone system, including helpful reports for analyzing sales success.

Cons

• Loss of money: Some users express frustration, claiming that Bitrix has resulted in financial losses.
• Challenges with tech support: Users report challenges with tech support, stating that they often receive formal replies without problem resolution.
• Lack of features: Bitrix is criticized for missing features, such as the absence of birthday greeting options for leads and limited email bounce-back reports.

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12. Dialpad

Dialpad is ideal for SMBs and mid market businesses.

It is easy to install, expand and scale. One can add users in just a few clicks in very less time.

It also comes with a chrome extension which enables basic functionality inside the browser making it a click and call play.

It comes with very good reporting and call routing functionality.

Based on customer reviews on different online platforms, here are some of the many pros and cons.

Pros 

• Quick setup: Users appreciate the ease of setting up a business phone number, conference call number, and voicemail within minutes.
• Affordable pricing: Dialpad offers affordable pricing suitable for small businesses, accompanied by a great user interface.
• Cross-platform availability: The availability of Dialpad apps on all platforms is praised, ensuring accessibility across various devices.

Cons 

• Additional fees: Some users find the platform charges additional fees that are not typical of other virtual phone companies.
• Missed call alerts: There have been instances where users do not receive alerts for missed calls or voicemails unless they manually check the app.
• License removal process: Users find it challenging to remove licenses, and some have experienced charges for unused licenses.

13. Dixa

Unlike other options, Dixa is a browser based cloud software.

It is easy to set up and use and their pricing model allows you to pay as you go.

One can upsize or downsize the teams as and when required without any additional costs.

It makes it very friendly for small and medium sized businesses.

It comes with capabilities like call recording, call barging, and very solid customer support.

Based on customer reviews on different online platforms, here are some of the many pros and cons.

Pros

• Fantastic call quality: Dixa receives high praise for its 98% success rate in delivering clear and smooth call quality.
• Effective notification system: Dixa’s rapid notification system ensures quick customer contact alerts for improved response times.
• User-friendly and flexible: Dixa’s user-friendliness and flexibility enhance business performance, offering a positive user experience.
• Great solution: Users consider Dixa a top-notch solution, with a free trial making it worth exploring.

Cons

• Confusing conversations: Some users have experienced confusion in customer conversations while using the platform.
• Challenges with customer support: Dissatisfaction with Dixa’s customer support is common, with some users describing it as terrible.
• Billing and cancellation issues: Reports of billing problems and difficulties canceling services or being locked into contracts, including porting issues.
• Integration challenges: Users find Dixa’s integrations mediocre and face difficulties when attempting to port their numbers back.

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C. 10 Call center software features

With changing customer demands, call center needs have changed and are transitioning even further.

If you are setting up your call center, choosing the right software for your business becomes paramount.

You should consider the following features while selecting a software solution:

1. Interactive Voice Response (IVR)

Interactive voice response or IVR cloud based call center solution has become a standard feature to handle inbound calls.

IVR can help with query resolution without talking to an actual human or can help you route the customer to the right agent. 

IVR brings automation to your call center, collects a lot of data and manages the call volume for your call center

2. Omnichannel

Today’s call centers support their customers on multiple channels.

So if you are choosing an ai call center software, keep in mind the channels you want to incorporate in your strategy.

Most of the software can enable you to boost call center efficiency.

This feature also helps you utilize your agents for multiple tasks as well as collect the complete information of your customers at a single place, thus providing an impeccable customer experience.

3. Call routing

To provide a great customer service, your calls should be routed to the right person or agent.

Modern-day calling software for call center  can help you in connecting the calls to the right agent.

This can be done by auto-routing or by IVR options. When choosing software, you should look at call routing features

4. CRM integration

CRM should be the single source of truth for your organization.

Your call center software should provide seamless integration with your CRM so that the agent understands the information and context of the call and also enrich the existing profile with additional information. 

5. Call recording

Call recordings are important for training purposes as well as for audits and regulatory compliance. Furthermore, it can help to get back to the difficult calls and resolve the issues at a later point in time.

Call recordings features are available today with most modern-day call center solutions

6. Cloud-based calling

With work from home becoming a new normal, a call center can’t solely depend on on-premise tools. Cloud-based calling solutions are easy to deploy, can be used from anywhere, and are easily scalable.

Thus, this feature becomes a must-have while looking for a calling solution for your contact center.

7. Dialer

In a contact center, there could be teams making outgoing calls.

If you have such a need, you require a solution that can provide an autodialer, and ease to auto-call the people as and when required.

Most of the modern-day solutions can provide you with the outgoing call function but you have to check various features your software is providing to enable the same.

8. Call scripting

 In a large call center, usually, there are teams handling similar kinds of issues.

And software these days can help you with providing a call script feature.

Some software can provide a fixed script whereas there can be software that can provide suggestions based on the keywords spoken by the customer.

This is a fairly useful feature when you are handling calls at scale.

9. Reporting and Analytics tools

It is said that what can’t be measured, can’t be improved.

Since your calling function has lot of input variables, you would need to measure them to drive success.

When choosing a software, look for the reporting and analytics module these software. Ideally, they should give you easy access to the following reports:

10. Supervisory control

You would require a call supervisor, a quality control team, and a training team to run your contact center, apart from the agent team.

It becomes important to understand if your software provides access to various teams and what kind of information is available for these teams. Also, it should be important to understand how these software deal with escalations and handle customer complaints.

Apart from individual accounts, modern-day software provide the following supervisory control features as well:

1. Call barging and whispering
2. Team messaging
3. Gamification
4. Work optimization 

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Now, that we know what are the key features which you should be looking for in a call center software, we are listing the top 13

call center software to make a choice.

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D. 8 Benefits of using a call center solution

Following are the benefits that companies get by implementing call center software in their business:

1. Improved efficiency

Companies handle more calls in less time, by routing calls to the most appropriate agent, automating repetitive tasks, and providing real-time data on call volume and agent availability.

2. Increased customer satisfaction

Call center software provides customers with faster, more personalised service, through features such as interactive voice response (IVR) systems and call routing based on customer history.

3. Better data and analytics

Call center software provides companies with detailed data on call volume, call duration, customer demographics, and other key metrics, which can be used to identify areas for improvement and make more informed decisions.

4. Better management

Managers monitor and optimise the performance of their call center call with real-time data on agent performance, call volume, and other call center metrics.

5. Cost savings

Call center software helps to reduce labour costs and improve efficiency, which can lead to significant cost savings over time.

6. Scalability

Call center software is easily scaled up or down to meet the changing needs of a business, which makes it easier for companies to handle increased call volume during peak seasons or high-growth periods.

7. Flexibility

Call center software can be accessed from anywhere and on any device, which enables companies to manage their agents from multiple locations, and allows employees to work remotely.

8. Record Keeping and Compliance

Call center software provides the ability to record and store calls, which can be used for compliance and training purposes.

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E. How to choose a call center software for your team?

Choosing the best call center software for your team can be a challenging task.

Considering the following factors, you can make an informed decision that will best meet your team’s needs.

1. Consider your team’s specific needs

Think about the specific features and functionalities that your team requires, such as call routing, automatic call distribution, voice prompts, interactive voice response (IVR), call recording, and reporting and analytics.

2. Look for scalability

Choose a software that can easily be scaled up or down to meet the changing needs of your team and your business.

3. Evaluate the user interface 

Make sure the software has an easy-to-use interface that your team will be able to navigate with minimal training.

4. Check for integration

Look for a software that can integrate with other systems and tools that your team is already using, such as CRM and Help-desk systems.

5. Look for Reporting and analytics

The software should have advanced reporting and analytics capabilities that allow you to monitor and measure your team’s performance.

6. Check for Security and compliance

Make sure the software is compliant with relevant regulations and industry standards, and has adequate security measures in place to protect your data.

7. Consider the cost

Compare the costs of different software options and choose one that fits your budget.

8. Check for support 

Look for software that comes with a reliable and responsive customer support team that can help you with any issues or questions you may have.

9. Test before you buy

Before making a final decision, it’s a good idea to test the software with a small group of users to make sure it meets your team’s needs and is easy to use. 

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 Conclusion

There are many options available in the market for your call center needs.

It is always advisable to understand and pen down your needs and create a cost benefit analysis of various shortlisted options to make a wise decision.

Don’t be enamored by the shiny features marketed by these software. You have to evaluate your specific use cases, and understand if a particular feature is required by you and if it is worth paying a price for that.

You need to understand that selecting a software is an important decision as it is not often easy to shift to other software as it entails integration costs, training costs and change management costs.

Thus, make a very informed decision while selecting a call center software for your business.

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FAQs

1. What software do call centers use? 

Call center commonly use software such as Automatic Call Distributors (ACD), Computer Telephony Integration (CTI), Customer Relationship Management (CRM) and analytics software.

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2. What is a CRM in a call center?

 CRM (Customer Relationship Management) software in call centers is used to manage interactions with customers, including calls, emails, and chats, and to store customer information.

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3. What is the best CRM for a call center? 

Popular CRM options for call centers include Salesforce, Zendesk, Freshdesk, and Five9. The best CRM will depend on specific needs and budget.