The Best 20 Call Center Software for 2022
While alternative ways of communicating with businesses are growing in popularity, phone calls remain the independent way that customers get in touch. Managing these calls requires a team of skilled agents, and software that enables them to excel .
What is Call Center Software?
Call center software is more than something that connects agents to customers. It ’ s a system that contains a battalion of features, designed to support every aspect of a contact concentrate. Regardless of whether you deal with inbound calls, outbound calls, or a combination of both, call center software can help you streamline your customer support in order to provide exemplary service.
contact centers don ’ t merely focus on telephone calls, and many solutions offer omni-channel support. This means you can manage all communication from one platform, creating a seamless customer experience .
previously, only larger companies had the capability and space to set up physical hardware to create a call center. Software based solutions enable smaller companies and those without repair offices to host virtual call centers, deoxyadenosine monophosphate well as reducing the up-front monetary value for on-site centers, besides. The best call center software will have calculator telephone consolidation, allowing it to run aboard existing earphone set-ups ( be that physical, VoIP, or something else ). This means you don ’ t need to upgrade everything in regulate to take advantage of its benefits .
Important Call Center Software Features
When deciding on which call center software to choose, you need to weigh up what features are on propose and how they would benefit you. While an all-in-one solution sounds capital, it might be costly if you don ’ metric ton actually need everything it offers. After all, if you outsource your social media management, then you won ’ t need to invest in a solution that encompasses it. Features to consider admit :
IVR ( interactional Voice Responses ) are a staple of any reach center. Inbound callers are normally greeted by automatize responses. These responses could include an recognition of the shout and an estimated wait time, attempted redirection to the web site, or a immediate menu .
The ability to customize a prompt menu is peculiarly helpful for routing calls, as it allows the caller to narrow down the department in advance of being connected. This is useful if you have a single earphone count, but can besides be used for smaller departments, besides, as unlike agents might have unlike specialisms .
2. Skill-based call routing
Some systems will auto-route calls based on the quickest available agent, but skills-based call rout is often more efficient long term. IVR alone can go some way towards helping this, but commodity reach center field software will allow you to implement this scheme with more data. The dial number, caller details ( for case, the phone number they ’ re calling from ), and responses given through IVR can be used to assign the call to a relevant agent .
For case, if you provide SaaS to businesses, you may find that one particular business has a bunch of employees and frequently calls in with complicate queries. Rather than placing them in the queue for the next available agent, call center software makes use of ACD ( automatic call distribution ) and recognizes the count they ’ rhenium calling from .
This ensures they get put through to a higher-tier support agent who is familiar with their history and creates better customer experience. That ’ s not precisely for those getting routed to particular agents, but besides to those with minor queries who can be dealt with more cursorily at the lowest support flush .
3. Voicemail or external routing
Unless you ’ rhenium running a 24/7 contact center, there will be times when no agents are available. A thoroughly system should be able to route to voicemail or an external call center if you have a narrow with one .
adenine well as rout, call center software should provide voice mail management. You should be able to customize the greet and choose how you want to receive notifications. Email notifications can be helpful here, particularly when voicemails are left for a particular extension .
many visit center solutions allow you to sort voicemails visually, showing you the caller ID, the time a message was left, and any early details it has access to. This can make it much easier to respond to voicemails the following work day, as you can prioritize them in a way that suits – either going oldest to newest, or dealing with the ones you were expecting cry backs from first .
4. Omni-channel support
The above features focus on earphone calls, but contact center field software shouldn ’ t just focus on these. Most companies use a multichannel or omnichannel approach, and their software should reflect this .
rather than having a offprint team responding to website inquiries, livechat, electronic mail, social media, and telephone calls, omnichannel support lets you manage it all in the lapp place. This allows you to see a customer ’ mho history with your company, which is useful as 70 % of customers expect connected processes and 59 % of customers consider personalized interactions based on their past history important .
It besides helps your agents provide excellent customer confirm, as they can refer to former symmetry on other platforms if needed, preferably than having to start wholly from rub .
5. CRM integration
CRM ( Customer Relationship Management ) software is evenly important, and call center software should be able to integrate with it. Rather than manually transferring data between the two, consolidation allows you make the best use of all your customer data .
This is peculiarly helpful if you have a ticket system, regular callers with particular needs, or for localizing services when you have centers in multiple locations. It can besides be helpful for predictive and automated dial, using a data set already gathered for an outbound crusade .
6. Cloud-based calling
With working from home becoming more common, you need your solution to be able to accommodate a distant work force. Call concentrate software that is cloud-based avoids a reliance on on-site servers and infrastructure, allowing your workers to access it anywhere. It besides avoids local anesthetic limitations, so that you can have telephone numbers in a variety of locations – perfect for a ball-shaped market .
Cloud-based calling besides allows you to scale a lot more efficaciously than a physical earphone system – mean you can have more agents available on more lines at top out times, without those lines costing you money to keep idle during placid periods .
There are advantages for inner communications hera, besides. A cloud contact center can enable conferencing between distant workers, careless of their hardware or location .
7. Outbound campaign management
If you have ongoing call campaigns, you ’ ll want a solution that helps with this. There are two key features that are worth looking at hera – click-to-call and automatic pistol dial. Click-to-call is precisely what it sounds like – preferably than having to type in every issue you want to call and doubly check for accuracy, you can simply click and it will dial for you. automatic dial takes this one step further, simply calling the future total from an put list a soon as an agentive role finishes a call. Auto dialers can even take into score prison term zones/workday duration and ensure you only call at the right time. Depending on where you ’ re based, the best call center software will be in full up to date on local regulations – meaning you don ’ metric ton manually have to ensure you ’ rhenium meeting them. These features save your sales team a fortune of time, and are worth considering if outbound calls will be your focus .
8. Reporting and analytics
Contact center software can do more than aid with calls, however. It ’ s ability to record metrics, analyze them, and create reports is a great way of creating an efficient team. Some things to track include :
- Average call length
- First call resolution rate
- Agent idle time
- Agent utilization rate
- Call transfer rate
- Average customer queue time
- Call abandonment rate
- Cost per contact
- Hit rate (for outbound teams)
Some software can evening integrate with apps that allow for natural lyric march ( NLP ) to allow psychoanalysis of text. This is peculiarly helpful if you ’ rhenium looking for more details, such as which problems are most normally mentioned or which scripts are most effective in closing sales .
image : “ How authoritative are these contact kernel metrics compared with two years ago ? ”
9. Call recording
In order to ensure you ’ ra providing top-tier customer experience, you might want to have birdcall recording in place. This allows you to go back over unmanageable calls to check the details on how something was resolved, arsenic well as letting you do quality checks on a even basis .
Call recording can be used in early ways, excessively. Taking sample recordings can make your training much more effective, and detail psychoanalysis of recordings can provide valuable business insights .
10. Supervisor tools
One way to get the best out of your customer support team is to have empowered supervisors. A call center solution with a suite of supervisor tools is a great room to do this, as it encourages real-time responses and help. Some tools to look out for include :
- KPI monitoring
- Team messaging
- Listen, whisper, and barge-in features
- Work optimization reports
Call barge is a particularly helpful instrument for coach, as it allows supervisors to listen in on calls in real-time, regardless of employee location. This can avoid bad habits forming, and allows feedback to be much more immediate and personalized .
Best Call Center Software
- Zendesk Talk
- Genesys Cloud
- Twilio Flex
web site : For Asia, Pacific and North America – Click here
For UK, Europe, Africa and the Middle East – Click hera
- Innately cloud-based to enable seamless remote agent working and support for multi-site businesses
- Large selection of additional apps
- Skills-based omnichannel routing across voice, digital channels
- Social media, chat, email interactions
- Powerful outbound dialler capabilities
- Advanced IVR with speech recognition
- In depth reporting, dashboard and analytics, historical and real-time
- Deeply integrated market leading workforce optimisation, including Workforce Management, Quality Management, Performance Management and analytics
- Prebuilt integrations to market leading CRM including Salesforce, Microsoft Dynamics, ServiceNow
- Blending AI and self-service
- Deep integration with market leading UC platform for high quality, low cost telephony, agent collaboration
- RestFUL APIs to integrate with any backend custom system
RingCentral is a cloud-based solution, with full moon omnichannel support and CRM integration. It has an emphasis on skills-based call rout, strong supervisor tools, and agent management software. As it ’ randomness designed in the cloud, for the cloud, it avoids some of the issues other software has encountered with trying to update bequest systems .
The boastfully app veranda means it can be integrated with most software you ’ re already using, and creates a more customizable feel as needed. That ’ randomness by integrating market-leading cloud contact center, work force optimization, and unite communications ( UC ) solutions into a single suite to simplify contact center management, allowing companies to focus on delivering excellent customer battle .
There ’ s a image of prices available – entrance, advanced and ultimate, allowing you to only take on what you need and making it desirable for both SMBs and larger scale businesses .
One of the features to consider when using RingCentral is it ’ second Workforce Optimisation Pro. This instrument is embedded into the cloud contact kernel solution, and allows you to build schedules, do timelines, and choice calls for review. By combining this with the performance management dashboard, it makes this solution beneficial for your team a well as the customers .
web site : hypertext transfer protocol : //www.avaya.com/en/products/ccaas/multiexperience/
- Omnichannel support
- Mobile-specific experience
- Personalizable desktop for agents
Avaya can be either cloud-based or on-premises, and has a lot of the key features mentioned above. It has specific benefits aimed at mobile callers, including reducing toll-free charges, and is designed to allow for personalize interactions with repeat customers .
A customizable desktop allows agents to create a work flow that works for them, whilst showing information of customers in a consolidate opinion. According to their web site, nine of the world ’ s exceed ten healthcare institutions trust on Avaya solutions – if it has one downside, it ’ s that it ’ second good suited to bombastic global businesses, rather than SMBs .
web site : hypertext transfer protocol : //unify.com/en/solutions/contact-centers
- Offers on-demand solutions
- UCaaS Integrations
- Small and large versions of hosted solutions
Atos Unify has two major options – an on-premise or hosted overcast solution, and an on-demand swarm center. The on-demand option is specially useful for companies with large peaks and troughs in demand, allowing them to avoid maintaining an idle system .
Their on-premise solution has two variants. Agile is designed for a single site with up to 100 coincident agents. enterprise can be single or multi-site, and supports up to 1500 coincident agents per system, 7500 agents per bunch. enterprise has well more features, including customizable interactional voice reaction, chatbot integrations, and a choice of voice platforms. The miss of an option between the size is one fall, but at the large end it ’ s a comprehensive software .
Their on-demand cloud contact center field is cloud-native. New features and products are endlessly added, including My agent experience ( MAX ), RESTful APIs, and Partner AI Chatbots .
web site : hypertext transfer protocol : //www.globalservices.bt.com/en/aboutus/our-services/cloud-contact-centre
- Supports legacy call center platforms
- Flexible scaling
- Call blending – agents can switch between inbound and outbound
BT Contact master of ceremonies cloud-based services that can be scaled as needed. Agents can be added in a matter of hours, allowing compromising schedule and work flow. It besides allows agents to switch between incoming calls and outbound calls, which is great if you are dealing with a selling campaign alongside customer support. cost is scaled consequently, rather than having set prices .
This shout center solution supports healthy route, multi-channel interactions, and actual time monitor. It in truth shines when you look at the dedicate outbound calling features, which include the ability to screen for numbers that are switched off and to present as a local number when calling. It besides has a choice of dialing modes, including automatic dial .
While it may have less features than some of the others on the list, the tractability makes it a great choice for businesses in the process of scale .
web site : hypertext transfer protocol : //uk.niceincontact.com/
- CXone Reporting and Analytics
- Workforce management
- Link training to eLearning assignments
NICE inContact is a mix, multichannel swarm platform. It has a kind of call route features, including IVR, and it ’ s work force management tools allow you to schedule agents based on their skills. interestingly, it includes the ability to link this work force management to eLearning, making it utilitarian for teams that regularly need to train up new staff .
It has commodity CRM integration with popular applications, and the CXone report and analytics means you can track a lot of industry-standard metrics. It ’ s designed for both SMBs and boastfully enterprises, and supports both inbound and outbound campaigns – including having predictive dialer tools and call suppression .
web site : hypertext transfer protocol : //www.hubspot.com/products/service
- Omnichannel support via Conversations inbox
- Automatic call logging
Hubspot is much thought of as a CRM solution, quite than a call center solution. however, it has a lot of tools that make it great all-in-one software to use in your contact center. It ’ s particularly well suited to sales teams, with click-to-call capabilities and the ability to use data from the CRM to prioritize calls and set up a daily call queue. It besides allows e-mail schedule and be chat.
Its ServiceHub has a universal joint conversations inbox, adenine well as a help oneself desk with automation and coverage – entail you can turn queries into tickets, and sort them appropriately. While both of these are less conventional than many of the others on this tilt, the fact they have exempt tools makes them worth testing if you need a solution specifically for sales or serve .
web site : hypertext transfer protocol : //www.vonage..com
- Agent-centred UX
- Designed for Salesforce
- Gamification options
Another cloud-based solution, Vonage offers broad consolidation with Salesforce, equally well as other CRM systems. These are much integrated through their apps gallery. It has omnichannel support, including support for chatbots .
Its core features include the admin portal vein, where supervisors can review recordings, set up dialing restrictions, and customize dashboards. It besides includes performance management and gamification techniques. other key features include bid shield, dynamic call route, and automatic pistol dial. Vonage besides has a mobile app, and allows supervisors to manage work flow from anywhere – including on smartphones and tablets .
While it does integrate with many early solutions, the concenter on Salesforce may be a disadvantage for businesses who don ’ thymine use it, and it ’ s decidedly more target towards SMBs than large enterprises .
web site : hypertext transfer protocol : //www.channels.app/
- Quick start for new agents
- Integrates with ecommerce platforms
- Mobile app
previously called ‘ CrazyCall ’, Channels allows you to manage your customer support through an app. This can be used on desktop, and includes a click-to-call browser extension allowing you to streamline your approach to outbound campaigns .
The mobile app allows your sales team to work on the move – and in-bound calls are complimentary, meaning if you are waiting for a call back, the costs are first gear. It does provide inbound solutions like IVR, call record, and report. however, it ’ second decidedly designed as a sales-calling platform and is best suited for outbound focused teams, rather than inbound support or inner conferencing .
9. Zendesk Talk
web site : hypertext transfer protocol : //www.zendesk.co.uk/talk/
- CRM with dedicated call solutions
- Omnichannel support
- CTI toolkit allows for customization
rather than being a cloud call center solution that integrates with CRM, Zendesk lecture starts from the early perspective – it began as a CRM that now has a call center solution. Zendesk Talk includes all the standard features you ’ five hundred expect, like interactional voice responses, real-time monitor, and call route. The ability to pull up information in advance of customer interactions makes it particularly helpful for teams with unconstipated callers .
One main advantage of Zendesk Talk is that you can either start from scratch or integrate what you ’ re presently using into it. It ’ second cloud-based, meaning you can get it up and running promptly and has an app gallery that can help you build a custom experience .
web site : hypertext transfer protocol : //www.talkdesk.com/
- Automated workflows
- Voice analytics
- Agent-focused desktop
TalkDesk is one of the best call center software options available for enterprise-level businesses, as it has the capability to manage large amounts of agents and calls. It has a user-friendly interface, meaning agents can navigate easily and it besides allows for Salesforce rout .
With AI voice analytics, farinaceous report, and real-time context capture, it ’ s besides easy to gain insights from and improve agentive role productivity and customer atonement. It ’ s not just designed for incoming calls either, with a full-bodied outbound predictive dialer and the ability to set up call prospect lists in a assortment of ways .
spill Desk ’ s ‘ clicks not code ’ philosophy means that it ’ second useful for customer support teams who might not have much technical know-how, but want to make use of AI benefits and gain customer stream travel .
web site : hypertext transfer protocol : //www.freshworks.com/
- Five pricing tiers
- Buy international, local, toll-free and vanity numbers
- Mobile app
One of the chief advantages of FreshCaller is the rid basic plan. You do need to pay for numbers a well as calls, but it can support unlimited agents and it has inbound caller ID, background notifications, call notes, custom greetings, and call metrics. unfortunately, this basic version does not have omnichannel defend .
The ability to mask numbers, buy local, international, toll-free, and amour propre numbers makes it peculiarly helpful for businesses whose sole focus is call-based, but the lack of back for omnichannel at lower price tiers means it ’ s not ideal for those with an established multi-channel base .
decidedly worth it for little businesses and start-ups looking for a firm call-handling process and agentive role monitor on a budget, but not the best solution for larger businesses .
web site : hypertext transfer protocol : //www.cloudtalk.io
- Custom call queue creation
- Click-to-call and predictive dialer
- CRM and ecommerce integration
CloudTalk has a batch of customizable features, which make it great for businesses that want a high level of control over their call center solution. One of these features is the ability to create custom call option queues and use ACD ( automatic call distribution ) to route calls to agents based on predefined rules of your choose. You can go one footfall beyond this and allow for a prefer agentive role to take particular calls. Meaning if one of your sales team has an ongoing relationship with a node, they can be routed immediately to them .
other customizable features include personalized voicemails and greetings, avoiding your clientele sounding generic and alternatively creating a seamless sword have. Key features like click-to-call, real-time customer data, and a predictive dialer are besides included – though it ’ mho worth checking their price plans as the lower tiers don ’ t have quite as many utilitarian features .
web site : hypertext transfer protocol : //www.bitrix24.com/
- On-premise or cloud options available
- Omnichannel support
- CRM automation
Bitrix24 has a desktop and fluid app available, which supports numerous social media networks including Facebook, Messenger, Instagram, Skype, Telegram, Viber, and more .
This contact center software besides includes substantial CRM automation, meaning it may not be worth it if you have something already in stead – but making it big for teams that don ’ metric ton. It includes grapevine management, sales reports, and sales automation, angstrom well as the ability to track selling campaigns, and cope quotes and invoices .
The reach kernel has all the features you ’ d expect – live chat support, intelligent route, and measured reports. just be mindful that the higher level of functionality comes with higher prices, so it might not be worth it if you don ’ t need the CRM aspects .
web site : hypertext transfer protocol : //www.nextiva.com/products/inbound-call-center.html
- Call recording and rating
- Mobile and desktop app
- Real-time disaster recovery and call forwarding
One of Nextiva ’ s main sell points is its dependability, with the web site noting that it had 99.999 % uptime with zero reported outages in 2019 and 2020. It does this by having multiple data centers spread throughout the US .
With standard features like IVR, ACD, and call line up, it ’ s a childlike solution that will suit most businesses. NextOS can work with existing toolsets, or as a stand-alone. It can besides track customer experience and sentiment in real-time, providing your team with data that will help with customer interactions .
web site : hypertext transfer protocol : //www.liveagent.com
- Free (but limited) plan
- No extra charges per minute usage
- Receive calls directly from your website
LiveAgent ’ s cloud predict kernel software is built into their help desk, which has omni-channel support. It can connect with 99 % of VoIP providers, meaning it ’ randomness slowly to integrate with preexistent engineering. There are four tiers of plan – the dislodge ( but limited ) choice, ticketing merely, tickets and old world chat, and all inclusive. Tickets and chat allows you to add sociable media support for a laid measure per account, whilst all inclusive – as you ’ d expect – has them included .
With standard features like IVR and outright call recordings, it ’ s a good choice for those on a budget – though it does lack some of the in-depth customization other solutions may have .
web site : hypertext transfer protocol : //dixa.com/
- Runs in browser
- Intelligent routing
Unlike many options on this list, Dixa runs wholly in the browser – meaning it ’ s elementary to set up and can run anywhere. This cloud-based system auto-scales, meaning you ’ re only paying for what ’ south in practice at any given time. You can add and remove agents and channels at any point, with no supernumerary cost. This makes it extremely effective for companies that need to scale up and down regularly .
With ACD, address recording, and barge in capabilities, it ’ s got solid call subscribe, and it can be used with electronic mail, livechat, Whatsapp, and Facebook Messenger, excessively. It supports consolidation with common ecommerce and CRM platforms, american samoa well as productivity apps .
17. Genesys Cloud
web site : hypertext transfer protocol : //www.genesys.com/
- Omnichannel support
- Continuous updates with new functionality
- Self service options
Genesys is a cloud based contact plaza software solution, designed for both inbound and outbound calls. It can handle calls, emails, chats, social comments, and blink of an eye messages, and has a simple user interface .
It has self service options, including voicebots and chatbots, which are great for out-of-hours responses. ampere good as the features you would expect like ACD tools, report and work force management .
web site : hypertext transfer protocol : //www.callshaper.com/solutions/
- Dynamic scripting
- Real time lead posting
- Drag and drop IVR editor
Whilst CallShaper does have inbound options, it ’ second good suited for outbound campaigns. It has a kind of dialer types – a predictive dialer, a preview dialer, and manual preview. The drag-and-drop IVR editor means that the way you route calls can be changed as needed, depending on agent handiness or ongoing campaigns .
a lot of the vehemence in this software is on tip management, with real clock lead poster, moderate prioritization, and lead source report. This cloud-based software is excellent at regulative conformity, and has real-time report and quality assurance .
web site : hypertext transfer protocol : //www.dialpad.com/
- Omnichannel interactions
- Voice intelligence
- Customizable wallboards
Dialpad is designed for flying apparatus, and can add new users in fair a few minutes. vitamin a well as the software itself, there ’ s a Chrome extension which enables basic functionality in-browser, meaning you can click and call .
With chic call spread-eagle, integration capability and report tools, it has everything you expect from a call center solution. One particularly utilitarian feature is Voice Intelligence, which provides recommendations to agents whilst on the call and lets managers monitor opinion in real-time .
20. Twilio Flex
web site : hypertext transfer protocol : //www.twilio.com/flex
- Fully programmable
- Omnichannel support
- Real-time recording transcription
Twilio Flex is fabulously customizable, meaning it ’ south arrant for anyone who wants sum see over their liaison center. It can integrate with other software, and you can use APIs to pull data from other sources as needed. You can add customs metrics, KPI monitoring, and create your own reports. It supports SMS, voice, WhatsApp, Facebook Messenger, LINE, and WebChat within a single interface.
The customization is a huge advantage, but may be unnecessarily complex for smaller businesses – and with a price of $ 1/active exploiter hour or $ 150/named exploiter per month, that complexity may not be worth the cost .
As you can see, there are many options out there, all with different combinations of features and available at different price points. Many of the best call center solutions are cloud-based, which is even more significant as managing distant teams becomes more popular .
While it can be tempting to go for the option with the most features, this can get costly promptly. so, make surely the solution you choose is the one that fits your needs. There ’ sulfur no item in paying extra for a distribute of inbound focused features when your calls are largely outbound, and if you have a CRM solution in place you need to ensure it integrates .