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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.

Call Center Software

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Dixa

Dixa is a cloud-based customer service help desk that allows agents to deliver support on phone, email and chat. Built for inbound call centers, contact centers and small businesses, users can access the platform from anywhere in their... Read More
Rating:  7 reviews
Price: 
Price Range is based on our extensive pricing research and represents a comparison of cost between the 104 systems on our list. The best way to get a real cost is to request a quote.
Platforms: 
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Business Size:  S M L

VanillaSoft Pro

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
Rating:  47 reviews
Price: 
Price Range is based on our extensive pricing research and represents a comparison of cost between the 104 systems on our list. The best way to get a real cost is to request a quote.
Platforms: 
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Business Size:  S M L

LiveAgent

LiveAgent is an online live chat platform for e-commerce businesses at the small and midsize level. The platform offers live chat application, ticket management, online self-service portals and change and license management, all... Read More
Price: 
Price Range is based on our extensive pricing research and represents a comparison of cost between the 104 systems on our list. The best way to get a real cost is to request a quote.
Platforms: 
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Business Size:  S M L

CrazyCall

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
Rating:  26 reviews
Price: 
Price Range is based on our extensive pricing research and represents a comparison of cost between the 104 systems on our list. The best way to get a real cost is to request a quote.
Platforms: 
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Business Size:  S M L

EducationFolder

EducationFolder is a cloud-based training and performance management solution for call center agents. Key features include learning management, quality assurance, a knowledge base, task management and reporting. EducationFolder enables... Read More
Rating:  2 reviews
Price: 
Price Range is based on our extensive pricing research and represents a comparison of cost between the 104 systems on our list. The best way to get a real cost is to request a quote.
Recent recommendations:  1
Our advisors have recommended this product 1 times in the last 30 days. These recommendations are based on buyers' needs. Contact us for a free consultation.
Platforms: 
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Business Size:  S M L

VICIdial

VICIdial is an open-source, cloud-based contact center solution suitable for small to large call centers in a variety of industries. Key features include inbound and outbound calls, call routing, email integration, online chat and... Read More
Price: 
Price Range is based on our extensive pricing research and represents a comparison of cost between the 104 systems on our list. The best way to get a real cost is to request a quote.
Platforms: 
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Business Size:  S M L

Freshcaller

Freshcaller is a cloud-based PBX solution that helps users manage their call center operations. The key features of the solution include multi-level IVR (interactive voice response), call monitoring and blocking, auto-receptionist... Read More
Rating:  2 reviews
Price: 
Price Range is based on our extensive pricing research and represents a comparison of cost between the 104 systems on our list. The best way to get a real cost is to request a quote.
Platforms: 
Deployments: 
Business Size:  S M L

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
Price: 
Price Range is based on our extensive pricing research and represents a comparison of cost between the 104 systems on our list. The best way to get a real cost is to request a quote.
Recent recommendations:  13
Our advisors have recommended this product 13 times in the last 30 days. These recommendations are based on buyers' needs. Contact us for a free consultation.
Platforms: 
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Business Size:  S M L

NICE inContact Cloud Contact Center

NICE inContact is a SaaS-based call center software that helps businesses to maximizes the quality of leads and minimizes the cost of client interaction. The solution comprises of many features required to process inbound support requests... Read More
Rating:  70 reviews
Price: 
Price Range is based on our extensive pricing research and represents a comparison of cost between the 104 systems on our list. The best way to get a real cost is to request a quote.
Recent recommendations:  10
Our advisors have recommended this product 10 times in the last 30 days. These recommendations are based on buyers' needs. Contact us for a free consultation.
Platforms: 
Deployments: 
Business Size:  S M L

RingCentral Contact Center

Cloud communications provider RingCentral has expanded into the Call Center space with their Contact Center solution. The integrated suite powered by inContact offers Automatic Call Distribution, Interactive Voice Response, CTI, Auto... Read More
Price: 
Price Range is based on our extensive pricing research and represents a comparison of cost between the 104 systems on our list. The best way to get a real cost is to request a quote.
Recent recommendations:  8
Our advisors have recommended this product 8 times in the last 30 days. These recommendations are based on buyers' needs. Contact us for a free consultation.
Platforms: 
Deployments: 
Business Size:  S M L

ChaseData Call Center

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
Price: 
Price Range is based on our extensive pricing research and represents a comparison of cost between the 104 systems on our list. The best way to get a real cost is to request a quote.
Recent recommendations:  8
Our advisors have recommended this product 8 times in the last 30 days. These recommendations are based on buyers' needs. Contact us for a free consultation.
Platforms: 
Deployments: 
Business Size:  S M L

Ytel Contact Center

Ytel Contact Center is a cloud-based integrated marketing suite that caters to SMB call centers and businesses with dedicated phone support teams, helping them manage multi-channel communications. The solution offers features including... Read More
Rating:  12 reviews
Price: 
Price Range is based on our extensive pricing research and represents a comparison of cost between the 104 systems on our list. The best way to get a real cost is to request a quote.
Recent recommendations:  8
Our advisors have recommended this product 8 times in the last 30 days. These recommendations are based on buyers' needs. Contact us for a free consultation.
Platforms: 
Deployments: 
Business Size:  S M L

Talkdesk Call 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
Rating:  56 reviews
Price: 
Price Range is based on our extensive pricing research and represents a comparison of cost between the 104 systems on our list. The best way to get a real cost is to request a quote.
Recent recommendations:  5
Our advisors have recommended this product 5 times in the last 30 days. These recommendations are based on buyers' needs. Contact us for a free consultation.
Platforms: 
Deployments: 
Business Size:  S M L

Noble Enterprise

Noble Enterprise is a call center management solution suitable for businesses of all sizes. Key features include inbound, outbound and blended contact management, predictive dialing, skills-based call routing, digital recording and... Read More
Rating:  6 reviews
Price: 
Price Range is based on our extensive pricing research and represents a comparison of cost between the 104 systems on our list. The best way to get a real cost is to request a quote.
Recent recommendations:  4
Our advisors have recommended this product 4 times in the last 30 days. These recommendations are based on buyers' needs. Contact us for a free consultation.
Platforms: 
Deployments: 
Business Size:  S M L

Zendesk

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
Price: 
Price Range is based on our extensive pricing research and represents a comparison of cost between the 104 systems on our list. The best way to get a real cost is to request a quote.
Recent recommendations:  3
Our advisors have recommended this product 3 times in the last 30 days. These recommendations are based on buyers' needs. Contact us for a free consultation.
Platforms: 
Deployments: 
Business Size:  S M L

Nextiva VoIP

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
Price: 
Price Range is based on our extensive pricing research and represents a comparison of cost between the 104 systems on our list. The best way to get a real cost is to request a quote.
Recent recommendations:  3
Our advisors have recommended this product 3 times in the last 30 days. These recommendations are based on buyers' needs. Contact us for a free consultation.
Platforms: 
Deployments: 
Business Size:  S M L

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
Rating:  43 reviews
Price: 
Price Range is based on our extensive pricing research and represents a comparison of cost between the 104 systems on our list. The best way to get a real cost is to request a quote.
Recent recommendations:  3
Our advisors have recommended this product 3 times in the last 30 days. These recommendations are based on buyers' needs. Contact us for a free consultation.
Platforms: 
Deployments: 
Business Size:  S M L

PureCloud

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
Rating:  35 reviews
Price: 
Price Range is based on our extensive pricing research and represents a comparison of cost between the 104 systems on our list. The best way to get a real cost is to request a quote.
Recent recommendations:  3
Our advisors have recommended this product 3 times in the last 30 days. These recommendations are based on buyers' needs. Contact us for a free consultation.
Platforms: 
Deployments: 
Business Size:  S M L

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
Rating:  11 reviews
Price: 
Price Range is based on our extensive pricing research and represents a comparison of cost between the 104 systems on our list. The best way to get a real cost is to request a quote.
Recent recommendations:  3
Our advisors have recommended this product 3 times in the last 30 days. These recommendations are based on buyers' needs. Contact us for a free consultation.
Platforms: 
Deployments: 
Business Size:  S M L

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
Rating:  2 reviews
Price: 
Price Range is based on our extensive pricing research and represents a comparison of cost between the 104 systems on our list. The best way to get a real cost is to request a quote.
Recent recommendations:  3
Our advisors have recommended this product 3 times in the last 30 days. These recommendations are based on buyers' needs. Contact us for a free consultation.
Platforms: 
Deployments: 
Business Size:  S M L

Buyer's Guide

,
Market Research Associate
Last Updated: June 22, 2018

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:

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 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.

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.
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  • 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.
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  • Licenses for call center systems are, on average, significantly more expensive than licenses for standard phone systems.
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  • 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.
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  • 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.
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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.)
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  • Outbound call centers focusing on sales will need a dedicated call center system such as the examples listed on this page.
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  • Inbound call centers focusing on support can use either:
    • A call center system integrated with a separate CRM system for trouble ticketing functionality.
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    • A customer service or help desk system with built-in trouble ticketing functionality.
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  • 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.
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  • Virtual contact centers, i.e. contact centers that rely heavily on remote workers, will need solutions that offer robust mobile apps and softphones.
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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® for Call Center, November 2017

What Is the FrontRunners Quadrant?


A Graphic of the Top-Performing Call Center Products

FrontRunners quadrants highlight the top software products for North American small businesses. All products in the quadrant are top performers. Small businesses can use FrontRunners to make more informed decisions about what software is right for them.

To create this quadrant, we evaluated over 230 Call Center products. Those with the top scores for their capability and value made the quadrant.

Scores are based largely on reviews from real software users, along with other product performance details (e.g., what features they offer, how many customers they have).

Is One Quadrant Better Than the Others?


Nope, Products in Any Quadrant May Fit Your Needs

Every product in this quadrant offers a balance of capability (how much the products can do) and value (whether they’re worth their price/cost) that makes them stand out in the race for small business software success.

FrontRunners has four sub-quadrants:

  • Upper Right = Leaders: Leaders are all-around strong products. They offer a wide range of functionality to a wide range of customers. These products are considered highly valuable by customers.
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  • Upper Left = Masters: Masters may focus more heavily on certain key features or market segments than Leaders do. If you need a more specialized set of functionality without bells and whistles, then a product in the Masters quadrant might be right for you.
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  • Lower Right = Pacesetters: Pacesetters may offer a strong set of features, but are not rated as highly on value. For example, a Pacesetter might offer greater functionality, but cost more.
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  • Lower Left = Contenders: Contenders may focus on a more specialized set of capabilities that are priced at a higher point. This makes them ideal for companies willing to pay more for specific features that meet their unique needs.

Depending on the specific needs of a software buyer, a product in any of these sub-quadrants could be a good fit.

Why? To even be considered for this FrontRunners, a product had to meet a minimum user rating score of 3.5 for capability and 3.5 for value. This means that all products that qualify as FrontRunners are top-performing products in their market. They appear in the quadrant in relation to how their peers performed.

For some buyers, a specific FrontRunners sub-quadrant might be best. For example, if your call center is strictly inbound or strictly outbound, then products in the Masters quadrant might best fit your needs. If you know you want a tried-and-true, scalable solution, then you might begin your search in the Leaders quadrant. Looking for cutting-edge or uncommon call center features? See if any of the products in the Contenders quadrant fit the bill.

You can download the full FrontRunners for Call Center report here. It contains individual scorecards for each product on the Frontrunners quadrant.

How Are FrontRunners Products Selected?


Products Are Scored Based on User Reviews and Other Data

You can find the full FrontRunners methodology here, but the gist is that products are scored in two areas, Capability and Value.

To be considered at all, products must have at least 10 reviews and meet minimum user rating scores. They also have to offer a core set of functionality—for example, they need some degree of computer-telephone integration (CTI) and need some basic ACD (automatic call distribution) functionality.

From there, user reviews and other product performance details, such as the product's customer base and the features it offers, dictate the Capability and Value scores. Capability is plotted on the x-axis, and Value is plotted on the y-axis.

Got It. But What if I Have More Questions?


Check Out Our Additional Resources!

For more information about FrontRunners, check out the following:

  • Check out the "FrontRunners FAQ for Technology Providers," linked at the top of this page, for more detailed answers and information about how it works.
  •  
  • Check out the complete FrontRunners methodology to understand the scoring.

Have questions about how to choose the right product for you? You’re in luck! Every day, our team of advisors provides (free) customized shortlists of products to hundreds of small businesses.

  • Simply take this short questionnaire to help us match you with products that meet your specific needs.
  •  
  • Or, talk to one of our experienced software advisors about your needs—it’s quick, free, and there’s no-obligation—by calling (844) 687-6771.

One Last Thing—How Do I Reference FrontRunners?


Just Follow Our External Usage Guidelines

Check out the FrontRunners External Usage Guidelines when referencing FrontRunners content. Except in digital media with character limitations, the following disclaimer MUST appear with any/all FrontRunners reference(s) and graphic use:

FrontRunners scores and graphics are derived from individual end-user reviews based on their own experiences, vendor-supplied information and publicly available product information; they do not represent the views of Gartner or its affiliates.