Call Center Software

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 191 products

Virtual Contact Center by 8x8

Virtual Contact Center by 8x8 is a cloud-based call center solution for small to midsized businesses. In addition to call center functionality, this solution also supports other interaction mediums such as voicemail, email, web callback,... Read more

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Recent recommendations: 23 recommendations

Platforms: MacWinLinux
Deployments: Cloud
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PhoneBurner

PhoneBurner is an outbound call center solution that allows users to log in from their computer and make calls from the connected phone, using imported or admin-provided lead lists. The system offers functionalities that include power... Read more

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Recent recommendations: 21 recommendations

Platforms: MacWinLinux
Deployments: Cloud
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Adversus Dialer

Adversus Dialer is a cloud-based auto-dialer and customer relationship management (CRM) solution designed to help small and medium telemarketing, fundraising and appointment scheduling businesses. Key features include appointment scheduling,... Read more

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Recent recommendations: 19 recommendations

Platforms: MacWinLinux
Deployments: Cloud
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RingCentral Engage Voice

RingCentral Engage Voice is a cloud-based contact center solution designed to help small to large enterprises automate and streamline outbound and blended communications between customers and call centers. It comes with a configurable... Read more

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Recent recommendations: 16 recommendations

Platforms: MacWinLinux
Deployments: Cloud
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Genesys Cloud

Genesys Cloud creates fluid conversations across digital and voice channels in an easy, all-in-one interface. Designed to provide exceptional experiences for your customers and employees, it deploys quickly, is intuitive to use, and... Read more

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Recent recommendations: 15 recommendations

Platforms: MacWinLinux
Deployments: CloudOn premise
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Dialpad Contact Center

For quickly growing businesses looking to efficiently scale their support teams, Dialpad Contact Center. provides a cloud-based call center with access to real-time customer insights. Dialpad Contact Center allows users to onboard... Read more

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Recent recommendations: 15 recommendations

Platforms: MacWinLinux
Deployments: Cloud
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Talkdesk Enterprise Cloud Contact CenterFrontRunners 2020

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

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Recent recommendations: 12 recommendations

Platforms: MacWinLinux
Deployments: Cloud
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AVOXI Genius

AVOXI Genius is a cloud-based call center solution that helps small to large enterprises streamline customer service operations and manage business communications. It comes with a centralized dashboard, which enables users to track... Read more

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Recent recommendations: 11 recommendations

Platforms: MacWinLinux
Deployments: Cloud
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CallShaper

CallShaper is a cloud-based call center management solution suitable for small to midsize businesses. Key features include lead management, real-time reporting, agent monitoring and tablet support. CallShaper enables users to create... Read more

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Recent recommendations: 6 recommendations

Platforms: MacWinLinux
Deployments: Cloud
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NICE inContact Cloud Contact Center

NICE inContact is cloud-based call center software that helps businesses to maximize the quality of leads and minimize the cost of client interaction. The solution comprises many features required to process inbound support requests... Read more

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Recent recommendations: 5 recommendations

Platforms: MacWinLinux
Deployments: CloudOn premise
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XenCALL Predictive Dialer CRM

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

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Recent recommendations: 4 recommendations

Platforms: MacWinLinux
Deployments: Cloud
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Five9 Cloud Contact Center

Five9 is an all-in-one cloud contact center solution for inbound, outbound, blended and omnichannel contact centers world-wide.  Powered by Practical AI, Five9 enables agents to provide customer experiences across phone, email, chat,... Read more

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Recent recommendations: 3 recommendations

Platforms: MacWinLinux
Deployments: CloudOn premise
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Sharpen

Sharpen’s cloud-native platform is a SaaS contact center solution for midsize to large enterprise businesses. As an all-in-one solution, the platform provides businesses the ability to communicate with customers by SMS, MMS, live... Read more

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Recent recommendations: 3 recommendations

Platforms: MacWinLinux
Deployments: Cloud
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Qubicles

Qubicles is a cloud-based contact center solution for sales and customer service teams covering email, phone and live chats. Key features include inbound, outbound and blended campaigns, call routing, interactive voice response (IVR),... Read more

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Recent recommendations: 3 recommendations

Platforms: MacWinLinux
Deployments: Cloud
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Nextiva Call Center

Nextiva offers a robust call center solution for business large and small. Nextiva Call Center allows companies to deploy a contact center in the cloud for inbound and outbound calling campaigns. Smaller organizations can now access... Read more

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Recent recommendations: 2 recommendations

Platforms: MacWinLinux
Deployments: Cloud
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Convoso Cloud Contact Center

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

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Recent recommendations: 2 recommendations

Platforms: MacWinLinux
Deployments: Cloud
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CenturionCARES Call Center

CARES (Communication and Relationship Engagement Solution) from Centurion is an integrated call center solution suitable for small and large enterprises looking for automatic call distribution (ACD), QA recording, outbound notification,... Read more

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Recent recommendations: 2 recommendations

Platforms: MacWinLinux
Deployments: CloudOn premise
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Twilio FlexFrontRunners 2020

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

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Recent recommendations: 1 recommendations

Platforms: MacWinLinux
Deployments: Cloud
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Aircall

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

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Recent recommendations: 1 recommendations

Platforms: MacWinLinux
Deployments: Cloud
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NewVoiceMedia Cloud Contact Center

NewVoiceMedia’s tight integration with Salesforce is reflected in its AppExchange 5-star rating and the large number of positive reviews. The solution is designed to work in tandem with Salesforce capabilities and data to deliver... Read more

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Recent recommendations: 1 recommendations

Platforms: MacWinLinux
Deployments: Cloud
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2020 Call Center Pricing Guide

Learn about the key aspects of accurate software pricing before you make your purchase decision.

Includes:

  • Pricing models & ranges

  • Unexpected costs

  • Pricing of popular systems

Buyers guide

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 buyers 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?

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:

five9
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 such as 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.

Screen pops pull data about the inbound caller from the CRM system to help the agent better manage the interaction.

Auto dialers

Applications that automatically dial numbers from a list or at random. There are 3 major types:

  • Progressive dialers automatically dial a new number when an agent becomes available.
  • Predictive dialers dial multiple phone numbers at once and distribute the answered calls to agents based on availability and wait time.
  • Preview dialers are progressive dialers that allow agents to see details about the upcoming call in the dialing list and choose to accept or reject it.
Workforce scheduling

Enables forecasting of staffing requirements based on historical data.

Performance analytics and reporting

Captures and analyzes information about agent interactions (frequently via integration with a call recording application for easy retrieval of problem calls).

This information is fed into agent scorecards and reports on team-wide statistics such as abandonment rate and average time in queue.

Call center scripting

Enables supervisors to program agent scripts for sales calls and customer service calls. Also allows supervisors to control operational rules for calls and generates fields that feed data from calls into the CRM system.

Monitor/whisper/barge

These are three standard call control features used by call center supervisors:

  • Monitor allows supervisors to listen in on calls without the agent or caller knowing.
  • Whisper allows supervisors to coach agents without the other party on the line hearing.
  • Barge allows supervisors to immediately join the calls they've been monitoring.

How call center software differs from PBX and customer service software

Call center systems are built on the same technology as business phone systems, and offer many of the same features. Additionally, help desk and customer service solutions can be viewed as a specialized category of contact center software.

Here are the major differences:

  • Standard business phone service providers don't offer applications such as IVR, dialers, and skills-based routing.
  • Call center systems are only appropriate for employees who are working in sales or support teams, though some systems include features for front office employees. Many call center vendors also offer standard phone systems and can deploy both, if needed.
  • Licenses for call center systems are, on average, significantly more expensive than licenses for standard phone systems.
  • Help desk and customer service solutions offer "trouble ticketing" functionality, i.e., when a customer contacts support, a ticket is created to help agents track the issue until it's resolved. This functionality can be added to call center systems, but it requires integration with a CRM system.
  • Help desk and customer service solutions are only appropriate for inbound contact centers. They don't offer features for managing sales campaigns in outbound contact centers.

Similarities and differences between call center, PBX, and customer service software

What type of buyer are you?

We've already seen that there's significant overlap between call center systems, business phone systems, and customer service systems. Different categories of buyers will need different types of solutions:

  • Small offices needing call queueing can usually make do with a standard business phone system. (See examples here.)
  • Outbound call centers focusing on sales will need a dedicated call center system such as the examples listed on this page.
  • Inbound call centers focusing on support can use either:
    • A call center system integrated with a separate CRM system for trouble ticketing functionality.
    • A customer service or help desk system with built-in trouble ticketing functionality.
  • Collections agencies need to work with vendors specializing in deployments for this industry segment. These vendors offer tools to help maximize debt recovery rates and to ensure that call centers operate in compliance with applicable regulations.
  • Virtual contact centers, i.e., contact centers that rely heavily on remote workers, will need solutions that offer robust mobile apps and softphones.

Market trends to understand

Contact center software has evolved as customers’ expectations and needs have shifted with the rise of mobile devices and social media. The following trends are particularly important to consider when selecting a solution:

Multi-channel contact centers: As more customers seek to engage businesses through other channels than voice (e.g., SMS text, live chat, and email), contact center software has evolved to enable agents to interact via these additional channels. Interactions across all channels in a multi-channel system feed into a unified agent queue.

Social media: Contact center software vendors are increasingly offering modules that allow agents to manage interactions via social media sites such as Twitter and Facebook. New analytics tools also help businesses data-mine social media for signs of potential customer issues before phones start ringing.

Virtual queuing/web callback: Traditionally, callers had to wait on hold to maintain their place in an ACD queue. Now, a new technology known as web callback or virtual queueing allows callers to "virtually" hold their place in the queue after they hang up in order to receive a callback later. While this technology has proven popular with consumers, it's still not a standard offering in call center systems. If this is a must-have feature, you'll need to shortlist vendors that offer it.

Speech/text analytics: Call center reporting traditionally focused on metrics such as call length and call abandonment. Now, systems are emerging that can analyze audio data to detect anger, frustration and other emotions in callers' vocal tones. The results of this analysis can be used to identify trends in the performance of agents and the contact center as a whole.

Text analytics is used to scour textual interactions (e.g., emails, SMS text messages, and instant messages) for certain keywords that indicate frustration or satisfaction on the part of the customer. While powerful, these tools are still relatively rare offerings compared to standard applications such as ACD and call recording.

Recent events you should know about

Avaya Inc. files for Chapter 11: Continuing in its struggle to shed the company's hardware division, call center IT stalwart Avaya Inc. filed for Chapter 11 bankruptcy in January 2016. The company was facing a mountainous debt reaching $6.3 billion.

Genesys acquires Interactive Intelligence: In a move to improve and expand its omnichannel communications and customer experience solutions portfolio, contact center company Genesys acquired Interactive Intelligence for $1.4 billion in December 2016.

BroadSoft ranks as Visionary in Contact-Center-as-a-Service Magic Quadrant. For the second year in a row cloud contact center provider BroadSoft has been recognized as a Visionary in Gartner's Magic Quadrant for Contact-Center-as-a-Service (CCaaS).

FrontRunners

Your Guide to Top Call Center Software, May 2020

Software Advice uses reviews from real software users to highlight the top-rated Call Center Software products in North America.

Learn how products are chosen

Explore FrontRunners

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Software Advice
“Usability” includes user ratings for Functionality and Ease of Use.“Customer Satisfaction” includes user ratings for Customer Support, Likelihood to Recommend and Value for Money.Reviews analysis period: