Finding software can be overwhelming. Software Advice helps call centers choose the right call center software so they can distribute inbound calls to agents and execute outbound campaigns.
Showing 1-20 of 136 products
Service Cloud from SalesForce is a cloud-based customer service management solution that is designed to initiate customer service activities from anywhere. Built on the Salesforce1 Platform, Service Cloud works to centralize and optimize... Read more
Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:
PureCloud by Genesys is an on-premise and cloud-based call center solution for businesses of any size and industry. Key modules include Automatic Call Distribution, Interactive Voice Response, Computer Telephony Integration, Auto Dialer,... Read more
Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:
Twilio Flex is a fully programmable cloud-based contact center platform that gives businesses complete control of their contact center experience. With Twilio Flex, companies can deploy an omnichannel contact center platform and customize... Read more
Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:
Zendesk is a cloud-based help desk management solution offering customizable tools to build customer service portal, knowledge base and online communities. The solution offers a customizable front-end portal, live chat features and... Read more
Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:
For quickly growing businesses looking to efficiently scale their support teams, Dialpad Support provides a cloud-based call center with access to real-time customer insights. Dialpad allows agents to onboard quickly and focus on delivering... Read more
Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:
Talkdesk Enterprise Cloud Contact Center
Talkdesk is a cloud-based call center solution that helps businesses improve customer satisfaction while simultaneously reducing customer support costs. It uses interactive voice response (IVR), automatic call distribution (ACD) and... Read more
Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:
UJET is a cloud-based call center application that integrates with customer relationship management (CRM) solutions. It offers both voice and chat channels for customers to reach their support agents. Users can connect with agents... Read more
Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:
VanillaSoft is a cloud-based sales management solution that combines features for CRM, lead management and telemarketing which helps sales teams in businesses manage their daily operations. VanillaSoft uses a queue-based sorting system... Read more
Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:
Nextiva's Business VoIP solutions offer telephony services for small businesses with functionality that eliminates the need for a traditional phone system. The packages include VoIP phone systems, scalable PBX trunks, online faxing... Read more
Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:
ChaseData Call Center software offers cloud-based, standalone call center functionality with customer service and support built into the solution. It’s designed for outbound, inbound and blended call center teams. Dialing capabilities... Read more
Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:
Verascape is a cloud-based call center solution that caters to businesses in a variety of industries. Key features include call logging, call recording, a progressive dialer, call scripting, escalation management and voice recognition. Verascape... Read more
Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:
Newfies-Dialer is a cloud-based voice broadcasting, autodialer and phone survey solution that helps users manage concurrent calls from a centralized location. Newfies-Dialer features live lead transfer which enables users to pull... Read more
Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:
XenCALL is a cloud-based call center solution for companies of all sizes in a variety of industries. Key features include automatic call distribution, interactive voice response, auto dialing, scheduling, performance analytics and... Read more
Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:
Balto is a cloud-based call center solution for businesses of all sizes. The solution deploys artificial intelligence to support sales, customer service and collection teams in training reps and analyzing customer issues. Balto listens... Read more
Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:
Aircall is a cloud-based business phone and call center system that helps manage and streamline customer support and sales engagement operations. Designed for offices and teams in remote areas, it enables users to integrate software... Read more
Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:
VCC Live is a cloud-based call center solution designed for call and contact centers of all sizes. The solution offers multiple contact center solutions, communication channels and other services. Key functionalities include database... Read more
Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:
Oracle Contact Center Anywhere
Oracle Contact Center Anywhere Software provides a call center system with a host of features that include call queuing, call routing, as well as callback requests including email, online chat and web callback. Calls can be routed... Read more
Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:
Convoso’s all-in-one contact center platform generates and converts leads faster using multiple communication channels. The cloud-based solution offers multiple dialing modes (predictive/power/preview) along with two-way texting,... Read more
Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:
CrazyCall is a cloud-based call center software solution. Key features include live analytics reporting, an agent panel, workforce management and a dialer that matches agents with leads. CrazyCall’s agent panel automates dialing... Read more
Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:
eTollFree Predictive Dialer is an integrated cloud-based call center solution for businesses of all sizes. It works as both outbound and inbound call center software with interactive voice response built in. The customizable campaign... Read more
Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:
Call center systems share characteristics with both standard business phone systems (also known as PBX systems) and customer service/help desk solutions. At the same time, call center software offers a number of dedicated features for both agents and supervisors that can’t be found in other types of business communications solutions.
This buyer’s guide will cover the major differences and points of overlap between these software categories to help you understand which best fits your needs. We’ll also highlight the specific functionality that can only be found in a true call center solution.
Here’s what we’ll cover:
What Is Call Center Software?
Standard Features and Applications
How Call Center Software Differs From PBX and Customer Service Software
What Type of Buyer Are You?
Market Trends to Understand
Recent Events You Should Know About
What Is Call Center Software?
Simply put, this is an umbrella term for applications dedicated for use in either a formal or informal call center. The closely related term “contact center software” is in many cases a synonym, but also refers to features used in call centers that handle a number of communication channels in addition to voice (e.g., email, instant messaging, SMS text, social media and live chat).
Call center software supports the agents whose job it is to assist customers over the phone, or via one of those other channels. It also supports the supervisors who oversee the call center's operations.
Standard Features and Applications
Here are some common functionalities you can expect to find in a typical call center software package:
Agent Desktop Interface in Five9
| Automatic Call Distribution (ACD) |
Parks incoming calls in a queue, where callers wait until an agent is available. Most call center systems are capable of a special mode of ACD known as skills-based routing, which distributes calls to agents based on rules that factor in agent skills and performance metrics. Simpler modes of ACD can be found in standard business phone systems. |
| Interactive Voice Response (IVR) |
The technology underlying the voice menus that allow callers to complete actions over the phone via voice or keypad input. IVR systems share similarities with auto attendants, but are much more flexible, enabling callers to do things like paying a bill or checking an account balance. IVR systems are defining components of inbound call center solutions. Businesses that only need to direct callers to the right extension don’t need IVR; a standard business phone system and an auto attendant will suffice. |
| Computer Telephony Integration (CTI) |
A jargon term for integrations between phone systems and customer relationship management (CRM) systems. CTI integrations add features both to CRM systems and call center systems. CRM systems gain click-to-dial functionality, where agents click on a customer’s phone number in a database of contacts to dial out. Contact center systems gain “screen pop” (screen population) functionality, or displays that instantly appear on contact center agents’ screens when they receive an inbound call. |