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15 Best Call Center Software for 2024

Introducing the top 15 Call Center Software solutions that streamline your quality assurance process, empowers contact centers coaching and sales agents to analyze conversations effortlessly.

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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 15 best call center software options for 2024.

  • How we analyze and select Call Center Software?

    We have compiled the following list of top-notch call center software through extensive research and evaluation. Our process involved actively weighing factors like user experience, G2 ratings and reviews, cost, and scalability.

    We assessed the proficiency of these tools in call automation, sentiment analysis, transcriptions, quality assurance and provides performance metrics.

    We have invested significant time and resources into compiling this list. Our goal is to give marketers helpful information so they can pick the best tools to make their businesses grow.

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%.

Upload a call

B. 14 best call center software

1. Enthu.AI

Enthu.AI is one of the top call center software available in the market.

Enthu.AI captures 100% of your voice calls, transcribes them and brings out meaningful analysis from those transcriptions. 

It is specially designed for contact centers and sales team that provides insights on important call moments, agent performance, coaching opportunities, and customer insights.

Every feature of Enthu.AI is designed to simplify sales call monitoring, sales training and coaching.

This is why Enthu.AI is used by ‘N’ number of users and always rated 4.9/5 on software review platform G2.

The interface looks nice. Integrations are ready quickly. Have low costs, great monthly subscription. Best call transcription with analysis! Responsive team. Highly recommend!

Alex McConville

Head of Central Sales

​Enthu. AI is an amazing and flexible conversational intelligence with strong integration capabilities. Provides high level of accuracy on call transcript and has strong word recognition.

Scott Bierbryer

Chief Revenue Officer

Best For:

Sales teams, consumer brands, small to mid sized contact centers, D2C, appointment setters, collections team.
  • Use cases supported: Quality assurance, agency coaching, process improvement, customer experience.
  • G2 Rating: 4.9 out of 5
  • Languages supported: German, English, French, Spanish
  • Key features: Top accuracy, 100% call coverage, agent-wise analysis, custom call moments, custom evaluation forms.
  • Pricing: Custom 

2. Aircall

Aircall dashboard

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.

  • Pricing: Starting from USD 30 per agent per month
  • Free plan available: No
  • Free trial available: Yes, for 7 days
  • Strengths: Voice quality, simplicity of application, crossdevice functionality, integration stability
  • Areas of improvement: App ergonomics, minor recurring bugs
  • G2 Ratings: 4.3 out of 5, based on 500+customer  reviews

Best For

IVR support, Call routing, skill-based routing, Call whispering, Live call monitoring, reporting and analytics

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

Pros

  • About 95% of consumers were satisfied with Aircall’s overall performance, use, and dependability.
  • 70% of users are satisfied with Aircall’s integration with other CRM platforms, such as HubSpot, Salesforce and others.
  • With almost 80% of users praising its ability to make international calls easily,
  • Most of the users are satisfied with Aircall for having an intuitive user interface that is simple to use and navigate.

Moiz K.

It has a modern and up-to-date interface that is user-friendly. As a program, it is compact and easy to use making it a versatile choice for Businesses to use for everyday communication.

Cons

  • Approximately 70% of users complained about connectivity problems, like poor call quality, static, or dropped calls. 
  • Some users experience glitch or instability in the software, resulting in sudden application crashes or the need to restart it. 
  • Half of the users expressed dissatisfaction with their inability to access call history while on a call.
  • The cost of Aircall is relatively high compared to other similar services.
  • Some of the users complained regarding CRM integration.

Shelly S.

Other than a few connect and call drops, not many complaints from within our Organization.

3. JustCall

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.  

  • Use cases supported: Voicemail transcription, outbound & inbound calling
  • G2 Rating: 4.1 out of 5
  • Free trial available: No
  • Key features: Record Calls, IVR, call queues
  • Pricing: Custom pricing ( Starts from $19 per agent per month)

Best for

Sales dialer, call monitoring, Conversation intelligence, call analytics and call summary

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

Pros

  • 95% of customers praised the clarity and reliability of calls.
  • 80% of users expressed satisfaction with some of its analytics tools like call performance, allowing businesses to make data-driven decisions to improve their communication strategies.
  • 92% of users expressed satisfaction with the best level of customer support they receive.
  • Most of the users found an option to drop voicemail if the call is not picked by third party.

DeAndre M.

What I like about JustCall is, it allows me to stay in communication with our customer even when I am away from my desk with the app feature.

Cons

  • 56% of customers express dissatisfaction with the limited customization options.
  • Approximately 70% of users find JustCall’s pricing structure confusing or overly complex. 
  • 60% of users report experiencing technical issues or glitches while using JustCall.

Shariod R.

It is very slow to send messages sometimes. Same with placing calls it sometimes won’t dile out. I wish there was a way to unread a message same with likening messages.

4. RingCentral

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.

  • Pricing: Starting from $19.99/user/month
  • Free plan available: Yes, for 14 days
  • Strengths: Cost-effective, Integrations with most CRM tools, friendly admin web interface
  • Areas of improvement: Complicated to set up, customer support, call quality
  • G2 Ratings: 3.8 out of 5, based on 600+ customer reviews

Best for

Ticket management systems, Cloud-based, Call routing enabled, Outbound dialer, API, IVR and speech recognition

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

Pros

  • Over 85% of consumers are satisfied with the platform’s user-friendly interface and ease of use.
  • Almost half of users platform’s versatility in managing various communication channels within a single interface.
  • Approximately 88% of consumers expressed satisfaction with the quality of their calls.
  • With the majority of customers satisfied with customer support professionals.
  • Reporting and analytics tools of the platform’s were extremely customizable.

Eric M.

RingCentral Contact Centre is the ultimate solution for our business, accomodating our vast and evolving needs under a single, unified platform.

Cons

  • 78% of consumers expressed dissatisfaction about poor call quality, including dropped calls and audio interruptions.
  • Most of the users expressed dissatisfaction with the international coverage of phone numbers.
  • The platform’s CRM integration with salesforce is not appropriate.

Jean B.

The initial setup does not include the text message feature and requires additional steps in order to use it.

5. Avaya

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.

  • Use cases supported: Workforce Management, Auto Dialer, Performance Analysis
  • G2 Rating: 4.1 out of 5
  • Free trial available: No
  • Key features: Reporting, Screen Capture, Live Monitoring
  • Pricing: Starts from $82 per agent per month

We gathered countless genuine user reviews about Avaya from sites such as G2 and Capterra. We have focused on the key aspects that are crucial for practical use. Here’s what we found:

Pros

  • Around 80 % of users  praised its user-friendly interface, making it an excellent choice for large call centers.
  • 75% of users report positive experiences with the platform customer support, quick response times and effective solutions to issues. 
  • Some users are satisfied with its consolidated reporting system, which makes it easier to manage data and information.
  • The cloud system provides excellent value, with competitive pricing compared to major cloud PBX providers, offering more features.

Marco A.

It has allowed me to administer in a much faster and more efficient way the attention to my clients, more than anything it has allowed me to monitor the calls that I receive in a much more practical and immediate way.

Cons

  • Around 65% of users find the platform’s initial setup and configuration to be overly complex and time-consuming. 
  • Around 50% of users express frustration with the frequency of required updates and maintenance. 
  • Some users desire more flexibility in customizing the auto-answer feature.
  • Users need improvements in authentication, bio-metrics, and IVR programming.

Ashiqur R.

The interface acted really weird at times like log me out of phones for no reason, calls would get dropped as well. This happened rarely though, so not a big deal. The interface would act really slow and take some time to open an option at times.

6. BT.com

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.

Best for

Call routing, Real-time monitoring, Workflow management

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

Pros

  • 95% of customers appreciate BT’s trusted network ensures stable, high-quality connections for uninterrupted contact center operations.
  • Approximately 90% of users highlighted the excellent 24/7 UK-based support provided by BT Business. 
  • BT’s Cloud Voice can be integrated with CRM programs and other business technologies to enhance customer support and expedite processes.​ 
  • According to 87% of users, BT Business greatly improves their ability to communicate. 
  • The Platform Offers robust capabilities, including call routing and analytics, enhancing customer service efficiency.

Anonymous User

Cons

  • 62% of customers said they were dissatisfied by BT Business’s complex pricing structure. It is challenging to estimate the entire cost.
  • More than half of the users encountered problems with the platform integrating services with their existing systems. 
  • With almost 75% of customers found Less flexibility compared to other solutions may limit adaptability to specific business needs.

Anonymous User

7. CloudTalk

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.

  • Use cases supported: Outbound Call Tracking, Workforce Management, Performance Analysis
  • G2 Rating: 4.3 out of 5
  • Free trial available: No
  • Key features: Click to call, Voicemail, Call transfer
  • Pricing: Custom pricing (Starting price $25 per agent monthly)

Best for

Call queue, Automatic call distribution, Click-to-call, CRM integration, Real-time call monitoring

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

Pros

  • 90% of users expressed satisfaction with the platform’s features and performance.
  • 85% of customers find the platform user-friendly and responsive.
  • With 87% of users praising the extensive features and capabilities like call routing, analytics.
  • The Platform allows Quick implementation, customers can make phone calls immediately.

Stephan N.

What I like best is that it integrates quite well with Salesforce and also Salesforce Sales Engagement’s work queue and task management. It is pretty seamless in general.

Cons

  • Most of the users have reported experiencing unstable performance with the Platform’s app . It creates frequent crashes and difficulties in using features such as the callback function.
  • 56% users have expressed frustration with the platform’s lack of faster customer support.
  • Limited Integration features compared to other relative platforms.

Elise A.

As of now there has not been anything that comes to the mind in this regard. It’s simple but also provides everything you needs, so there’s easy use with not much hassle.

8. MirrorFly

mirrorfly

MirrorFly is one of the renowned call center solution providers helping businesses minimize their average response time and streamline outbound and inbound calls.

Plus, from expanding ways to connect with customers to generating reports to guiding agents, businesses can achieve a lot with MirrorFly’s in-app SDKs.

In addition to these, the presence of real-time communication capabilities like instant messaging, group video calls, audio chats, and 1000+ eminent features help agents deliver superior customer service experience in seconds. 

  • Pricing: Custom price
  • Free plan available: No
  • G2 Ratings: 4.4 out of 5

Best for

Call Recording, Call Transfer, Call Routing, Call Management System

Pros

  • MirrorFly offers 100% customization on 1000+ features allowing businesses to create personalized experiences.
  • Its SDKs can accommodate growing business needs without compromising on quality or performance.
  • From chats to voice calls to video calls, agents can get varied flexibility to contact customers.
  • MirrorFly allows agents to understand customers by tracking and monitoring calls and chat data in real-time.
  • Its in-app SDKs can be easily integrated into any third-party tools like CRMs and other platforms.

Anonymous User

Cons

  • The call recording feature is still in beta stage and needs significant improvement.
  • Users at times face latency problems while connecting group calls. 
  • Due to the presence of multiple features, businesses might face difficulty in training agents.

Anonymous User

9. TalkDesk

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.

  • Pricing: Starting from $75/user/month
  • Free plan available: No
  • Strengths: Dashboards, call quality, customizable, onboarding process
  • Areas of improvement: Reporting, connectivity, recurring technical issues
  • G2 Ratings: 4.4 out of 5, base don 1500+ customer reviews

Best For:

Automated scoring, speech analytics, call quality management

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

 

Pros

  • 90% of users are satisfied with the platform’s functionality and capabilities.
  • 78% of users satisfied Talkdesk makes handling calls more efficient when compared to other systems. 
  • Most of the users are satisfied with the telephony service as compared to other telephony systems.
  • Talkdesk’s integration capabilities, comprehensive reporting features, and efficient workflow.
  • 95% of users appreciate the platform’s customer service team for being efficient and responsive.

Gintarė R.

We also appreciate the wide range of statistics that Talkdesk provides. Being able to see real-time statistics helps us manage our workflow and allows agents to exercise self-control.

Cons

  • About 75% of users expressed dissatisfaction impacted by connectivity problems, which included dropped calls and poor call quality.
  • Almost 60% of customers complained that it has limited customised options to meet their unique demands.
  • More than half of the users reported that it was difficult to integrate with other platforms.
  • Majority of users complained that the platform reported having trouble while collecting and reporting data.
  •  More than 70% of users reported talkdesk’s reliability and dependability.

Adam C.

Talkdesk provides so much data in the way of default dashboards and reports along with the ability to create customer reporting, but it’s a little difficult to navigate.

10. Genesys Cloud

Genesys

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.

  • Use cases supported: Communications, Collaboration, and Contact center management
  • G2 Rating: 4.3 out of 5
  • Free trial available: No
  • Key features: Speech Analytics, Auto Dialer, IVR
  • Pricing: Starting price $75 per agent per monthly

Best for

Voice and chatbots, Workforce management, Reporting, and analytics tools

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

Pros

  • 82% of users appreciated the platform’s intuitive and user-friendly interface, making it easy for users to navigate.
  • 78% of users claimed effective social media integration is provided by the platform, which improves communication.
  • The platform’s efficiency and effectiveness are highlighted as it streamlines various communication channels.
  • 85% of customers report high reliability and performance of the platforms.

Amit S.

Its an user friendly interface. Also the best part is the consistent performance which helped us to improve the efficiency of our workforce. Moreover the customer support is always responsive and reachable.

Cons

  • Most of the users encounter occasional internal system failures due to consistent backend updates, which can disrupt operations.
  • Some users experience delays in accessing call data, particularly for past calls, affecting operational efficiency.
  • 65% of users have highlighted the complex onboarding process.
  • 58% of customers reported that the configuration process can be overly complex and time-consuming.

Allison H.

With external replies, it did not show all contacts the message was sent to (for cc) after the message was sent and was difficult to find looking through old tickets.

11. Hubspot

HubSpot dashboard

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.

  • Primary Use Case: Improve prospecting efficiency, streamline deal management, and gain actionable insights to drive revenue growth
  • Pricing: Sales Hub offers Professional and Enterprise plans. Professional plans start at $800/month.
  • G2 Reviews: 4.4/5 (link to customer reviews)

Best For

CRM, Sales Enablement tool, Email Tracking

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

Pros

  • 90% of customers express satisfaction with the platform’s CRM integration.
  • 78% of users are benefited with the email campaign features.
  • Most of the users are satisfied with managing and tracking sales activity.

Keith L.

I have been in professional sales for over 15 years and have used many CRM tools, including the best-known names in the industry.

Cons

  • Majority of users are not satisfied with the platform’s reporting feature.
  • The platform’s pricing is not cost-effective as compared to the other platforms.
  • Automation features are very less to streamline the sales process.
  • Most of the users expressed dissatisfaction with customer support services.

Maggie S.

Gmail extension, althought I am unable to filter out my email warming emails so my CRM is a bit messy.

12. Nextiva

Nextiva dashboard

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.

  • Pricing: Starting from $26/user/month
  • Free plan available: Yes, for 7 days
  • Strengths: Onboarding process, powerful phone functions, easy to use, call quality
  • Areas of improvement: Tech support, porting process
  • G2 Ratings: 4.3 out of 5, based on 450+ customer reviews 

Best For

Call recording, contact centers, VOIP Services

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

Pros

  • Provides a low-cost opportunity for free communication within the United States and Canada.
  • This comes as a plus for the users, since both the local and toll-free costs are cost-free.
  •  Businesses can have unlimited virtual meetings and collaborations.
  •  Nextiva offers unlimited Internet faxing, for easy document delivery.

Richard D.

Excellent voip platform, call quality is great, best pricing, intuitive user interface and customer support is prompt, friendly and helpful in getting started and quick to assist with queries. Exceptional service overall

Cons

  • Approximately 65% of customers express dissatisfaction with the limited customization options available in Nextiva’s services.
  • Nextiva experiences occasional call quality issues.
  • Nextiva’s platform and features, leading to difficulties in onboarding new users and maximizing the full potential of the service.
  • Nearly 62% of users express dissatisfaction with Nextiva’s customer support response time.

Steven C.

Bugs and glitches all the time. Apps stop working or random features in the apps stop working.

13. Bitrix24

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.

  • Use cases supported: Sales Force Automation, Marketing Automation, Customer Support
  • G2 Rating: 4.1 out of 5
  • Free trial available: Yes
  • Key features: Lead Management, Live Chat, Screen Sharing
  • Pricing: Custom prices ( Starting price $24 )

Pros

  • Users appreciate the ability to share folders and secure files, enhancing collaboration and data protection.
  • Approximately 80% of users praise Bitrix24 for its intuitive interface, easy to adopt and utilize the platform without extensive training.
  • Approximately 70% of reviewers found it as a cost-effective solution for their business needs.
  • More than half of users satisfied with the features such as instant messaging, video conferencing, and collaborative workspaces facilitate seamless communication .

Anonymous User

This is an exceptional CRM software that is compactable on phone system as well. The reports that can be sought easily and is very helpful to analyse and define success metrics of your program.

Cons

  • About 65% of users mentioned that the platform has a steep learning curve.
  • Approximately 60% of users expressed dissatisfaction with the quality of customer support.
  • Around 50% of customers noted performance issues, such as slow load times and occasional system crashes.

Anonymous User

The UI is the worst! It’s not intuitive at all. No matter how long you use it, you will still end up confused trying to find differentoptions on the platforms. Also, the analytics is not easy to use and configure.


14. Dialpad

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.

  • Use cases supported: Customer support, Sale intelligence, sales coaching
  • G2 Rating: 4.4 out of 5
  • Free trial available: Yes 14 days free trial
  • Key features: AI sales tool, CSAT, chatbots
  • Pricing: Custom prices

Best For

Call routing, Voice intelligence, Sentiment analysis

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

Pros

  • Dialpad’s user-friendly interface and simple setup were praised by over 90% of customers.
  • About 85% of customers expressed satisfaction for its great call quality, highlighting dependable connections and crystal-clear audio.
  • 60% of users mentioned it is easy to integrate Dialpad with other platforms.
  • About 60% of users are happy with the platform for its mobile accessibility.
  • Approximately 75% of users were pleased with the platform’s customer service, citing quick responses, beneficial assistance, and efficient problem solving.

Anonymous User

Automatic transcription. Although I hope it will quickly be benefiting from some large language model voice to text. If transcripts became reliable enough to use in correspondence, that would probably be helpful.

Cons

  • About 70% of consumers expressed dissatisfaction with the platform’s cost,it is comparatively more expensive to other relative platforms.
  • Half of users highlighted limited features in the dialpad.
  • Around 60% of users reported experiencing reliability issues with Dialpad, such as glitches and service interruptions.

Yvonne L.

The calls drop, the calls ring and the answer button will not answer. I do not believe that DP has a tech department to reach though.

15. Dixa

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.

  • Use cases supported: Quality Assurance, Performance Analysis, Transcripts
  • G2 Rating: 4.2 out of 5
  • Free trial available: Yes
  • Key features: Live Chat Support, QA evaluation & calibration
  • Pricing: Custom prices ( Starting price $39 per agent per month)

Best for

Call transcription, Call quality, QA, IVR, agent performance, Feedback

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

Pros

  • Dixa’s 98% success rate in providing smooth and clear call quality receives it high recognition.
  • Over 90% of customers appreciate Dixa’s ability to provide a seamless omnichannel experience.
  • The Platform has strong analytics and reporting capabilities that offer insightful data on customer interactions and agent performance, as noted by almost 75% of reviewers.
  • About 70% of reviewers list Dixa’s outstanding customer service as an essential feature. 

Peter O.

Dixa hass almost all of the basic tools we need to do our jobs well. The layout and UI are clean and obvious, the functions are easy to understand and interpret, and the colourscheme is nice.

Cons

  • About 70% of users report that Dixa’s implementation process can be difficult and time-consuming.
  • Some users have experienced confusion in customer conversations while using the platform.
  • Most of the users report billing problems and difficulties cancelling services or being locked into contracts, including porting issues.

Maria F.

Is frustrating that you in a convo with a customer gets answers so it cant be hard to figure out where the customer has answere.


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 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:

  1. Agent utilization ratio
  2. Agent idle time
  3. Average handle time
  4. First call resolution
  5. Average customer queue rate
  6. Cost per contact
  7. Hit rate (for outbound calls)
  8. Call transfer rate

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 

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 15

call center software to make a choice.


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.


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. 

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.

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.

  • 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.

  • 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.

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About the Author

Tushar Jain

Tushar Jain is the co-founder and CEO at Enthu.AI. Tushar brings more than 15 years of leadership experience across contact center & sales function, including 5 years of experience building contact center specific SaaS solutions.

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