A call center phone system is an important tool used by contact centers to establish and maintain effective communication channels with customers, suppliers, and various agencies connected to your business. However, with so many options, it can be hard to know exactly which call center software will fit your particular business needs.
Fortunately, we've done all the research for you to give you a comprehensive look at all the best call center software providers on the market. To learn more, check out our thorough reviews, below.
With call center software, the most important factor is, of course, the cost for your business. This can vary hugely depending on your needs – the type of equipment you already use, number of staff running the software, and level of reporting you're after. To understand the costs, we recommend taking a moment to get comparable quotes using our simple tailored quotes form. It only takes a moment to fill in, and can help you to get customized quotes before you make a final decision.
In This Guide:
- Best Call Center Software
- Call Center Provider Reviews
- How to Find the Best Call Center Software Provider
- Benefits of Call Center Software
Here are Tech.co’s 15 highest-ranked call center software companies. Each review below summarizes the call center in question, lists their top features, and details their pricing plans. You can scroll down to see them all, or click one of the brand names below to jump directly to a specific review.
- Predictive Dialing
- Huge Capacity
- Easily Scalable
- On the expensive side
- Tough to block callers through software
- Intuitive, flexible interface
- Custom ringback
- Voicemail to email
- Advanced Call
- May not integrate with older systems
- Strong learning curve
- Excellent support
- Real-time analytics
- Advanced functionality may be cost-prohibitive
- Not very customizable
- Internal messaging
- Support HelpDesk
- CRM Integration
- Poor internet connections may affect quality
- Interface feels a little outdated
- Customer chat function is limited
- Limited built-in reporting
- HD voice quality
- Intuitive interface
- Audio conferencing
- Web meetings
- Instant messaging
- Integration with CRM, Outlook and other popular apps
- Presence (the ability to see which users are online in real-time)
- Call Recording
- Easy Setup
- Updates can be slow
- Limited integration ability
- Chrome is only supported browser
- Excellent support
- Web Chat
- Best for Skype for Business or Office 365 users
- User interface isn't intuitive
- Remote System Access
- Converged Network
- Predictive Dialer
- Easy to learn
- Not as configurable as it could be
- Interface isn't intuitive
- Web Integration
- Easy to use
- Real Time Analytics
- Flexible and configurable
- A little costly
- Some features have limited functionality
- 24/7 monitoring
- Inbound Voice Queues
- Real-time reporting
- Some features could be more advanced
- Some features can't be turned off
- Toll-free numbers
- Call Queueing
- Robust integrations
- Only as stable as your internet connection
- Downtime may be significant
- Customizable API
- Advanced Threat Protection
- Automatic Call Distribution
- Cost is high, particularly for smaller operations
- Steep learning curve
- Interaction recording
- Voice analytics
- 24/7 Remote Support
- Open APIs
- Transferred calls can sometimes disconnect
- Comes with a learning curve
- CRM Integration
- Automatic Call Distribution
- Strong learning curve
- Interface may freeze occasionally
Picking the right contact center software provider for your organization can significantly boost the speed and impact of your customer service team.
However, given the large and growing number of providers to choose from, some businesses may find it tough to settle on the exact solution that’s right for their enterprise. Below, we break down some key considerations that can help you choose a call center phone systems provider.
- Customer Support – Finding a provider with an excellent customer service team is a necessity for any fast-paced call center team. Whether large or small, your team will inevitably need experts on hand to deal with requests related to your phone systems. Finding a provider that includes quality 24/7 support through a number of channels is a must.
- Features – Call center software providers will offer a range of features depending on what they specialize in. These might range from CRM integration to mobile app integration, or from call queuing to advanced automation of common tasks.
- Cost – Call center prices can vary sharply between provider, depending on the features included, the functionality each feature offers, the quality of support, and the number of agents per month who’ll be using the service. Some vendors will include a minimum cost – usually around $2,000 – making them cost-effective only for mid-size or larger operations.
Additional factors to consider include the level of security offered, the ease of setup and the learning curve required, whether you’ll get a free trial to test-run everything, and the amount of uptime you can expect from your future provider.
There are many benefits to using VoIP call center software, instead of relying on traditional call center wired setups and the hardware they require.
VoIP enables businesses to make calls from any desktop computer that can be integrated with a VoIP telephone, which opens up a number of services and advantages that can’t be matched by the traditional telephone. Here are a few key benefits.
Cloud and VoIP systems offer much greater flexibility for businesses. Software programs can be integrated, providing greater operational efficiency. Other systems – including email, CRM, conferencing, agent-to-customer live chat, and other customer service functions – can also be integrated.
VoIP technologies allow a representative to multi-task. An agent can speak to a customer while easily accessing other resources like customer records, order history, and any data they need to answer the customer’s questions.
On top of all that, mobile app integrations can allow both managers and representatives to communicate while on the move.
Any operation can benefit from an easy boost to productivity. Call center software greatly increases productivity by allowing agents to attach documents to customer records, attend virtual meetings, and share customer and business information with ease.
Call center representatives need to access information and multi-task without any interruptions or issues. With this software, they’ll be able to get the info they need, when they need it.
Thanks to the technology that supports cloud and VoIP solutions, call clarity is much better. You’ll see far fewer distorted phone calls, dropped calls, and poor connections… not to mention the headaches that go along with them. The result? Better communication, and a higher standard of customer care.
Not only will this increased productivity and streamlined communication go towards your bottom line, but the upfront and ongoing operating costs tend to be lower for VoIP systems than for hardwired phone centers. Your business will be in the black sooner, leaving you a profit that can go towards investments in other areas.
As all of the software is managed externally, both VoIP and browser based software solutions are super easy to install and manage. All you have to do is ensure that you’re downloading the latest updates, and you’re all set.
Businesses don’t need to worry about vast telephone networks or complex IT requirements, either. Browser based software can be up and running in a matter of minutes, with no need to hire an in-house IT employee.
What is on-site call center software?
Call center software is ‘on-site’ when all the infrastructure needed for an organization to run its call center is installed and operating at the same location as the business. The benefit is that all aspects of the call center can be controlled internally – the downside is that this can get pretty expensive. The business will need to hire an in-house IT employee, or even a team of them, in order to ensure no bugs result in lost business.
What is hosted call center software?
Hosted call center software lives off-site, hosted on a dedicated server that is accessible through a secure connection. These software systems are usually managed by a third party who will manage and maintain the systems, so any technical issues or other problems are not the responsibility of those at the call center.
Hosted call center software is less expensive than an on-site software solution, but the cost for a dedicated server remains higher than the cost for a cloud-based solution.
What is cloud-based call center software?
Cloud-based call center software is hosted entirely online, and can be accessed through an app or browser. As with hosted solutions, the cloud software is managed by a third party, eliminating the requirement for a dedicated IT support team.
Cloud-based solutions are often the most affordable, because they don’t require a large initial investment or many resources to set up the system. As all information is stored on the cloud, this type of software offers greater security, privacy and uptime than the other options, while greatly reducing the chance of data loss due to equipment failure.
While cloud-based call centers are efficient, they do work best when all the staffers are based in the same location, which is not ideal if you have a dispersed contact center team. In addition, users must continue updating their software whenever a new version is released.
What else does my contact center need besides call center software?
Software might be the key element of a call center, but it’s not the only thing to think about – for starters, your operation might want to consider a few hardware components. You might need headsets, as well as desk phones. Even desk phones aren’t a must, however, if you’re interested in using their software alternative, softphones.
In addition to using call center software for connecting, monitoring and improving communications, you might consider integrating other software into your call center. You may need troubleshooting software for employees to report any bugs, and to follow up on issues with your tech team. The project management tool Jira is a popular option among most software developers.
You may want to use gamification or performance management software to motivate staff, and to track employee growth and performance. Finally, you may want to directly integrate CRM software with your call center software so you can better serve customers. Many software programs and functionalities can work together seamlessly using third party integrations and unified communications, though you’ll have to check with your specific call center provider to make sure they support the exact service you’re interested in connecting.
How much does call center software cost?
The typical price range for call center software is around $20 to $50 per user per month. However, this is a loose range – it’s not uncommon to find enterprise services that start as high as $150, or stripped-down offerings as low as $15.
Ultimately, the subscription cost for call center software solutions depends on your specific business needs. The best way to find the right solution is to compare tailored quotes from the top vendors side by side. If you’re ready to start collecting customized quotes, try filling out Tech.co’s quick online form. With it, your business’s call center solution is just a few clicks away.
Call Center Software for Your Business
Now that you've got all the information you need to make an informed decision, the next step is deciding which one works for your based on your particularly business needs. Whether you're looking for a comprehensive, easy-to-use package or a feature-rich software, you'll find what you need.
Don't forget though, the prices can vary depending on what kind of company you run, which is why it's important to get a customized quote before moving forward. Luckily, you can do exactly that by filling out our handy form, so you'll be on your way to better business communication.