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 129 products

Talkdesk Enterprise Cloud Contact CenterFrontRunners® 2019

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

Price:

Recent recommendations: 4 recommendations

Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:

XCALLYFrontRunners® 2019

XCALLY is an on-premise and cloud-based contact center solution that handles multiple channels including voice, chat, SMS, email, fax and others. It caters to inbound, outbound and blended call centers of all sizes. Primary features... Read more

Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:

Bitrix24FrontRunners® 2019

Bitrix24 is a call center solution that helps businesses organize and track interactions with potential or existing clients and partners. The software allows users to log and manage client interactions, capture and store lead data,... Read more

Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:

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

Platforms: MacWinLinux
Deployments: Cloud, On premise
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Newfies-Dialer

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

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Platforms: MacWinLinux
Deployments: Cloud, On premise
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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

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Platforms: MacWinLinux
Deployments: Cloud, On premise
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KOOKOO

KOOKOO CloudAgent is a cloud contact center solution that works both standalone or blended with your existing trunk/legacy solution. Advanced tools enable intelligent call routing, inbound lead management, abandoned call management,... Read more

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Recent recommendations: 16 recommendations

Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:

Five9 Cloud Contact CenterFrontRunners® 2019

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: 13 recommendations

Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:

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: 12 recommendations

Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:

PureCloudFrontRunners® 2019

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

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Recent recommendations: 10 recommendations

Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:

Dialpad SupportFrontRunners® 2019

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 users to onboard quickly and focus on delivering... Read more

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Recent recommendations: 9 recommendations

Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:

Nextiva VoIPFrontRunners® 2019

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

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Recent recommendations: 6 recommendations

Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:

AircallFrontRunners® 2019

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: 6 recommendations

Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:

OfficeConnect

OfficeConnect by UniVoip is a cloud-based phone system that offers features including auto-attendant, call paging, conferencing, email integration, one-touch speed dial and call recording. The platform is targeted towards mid to large-sized... Read more

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Recent recommendations: 6 recommendations

Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:

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: 6 recommendations

Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:

SharpenFrontRunners® 2017

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, On premise
Business Size:

ChaseData Call CenterFrontRunners® 2019

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

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Recent recommendations: 2 recommendations

Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:

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

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Recent recommendations: 2 recommendations

Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:

Salesforce.com Service Cloud

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

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Recent recommendations: 1 recommendations

Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:

Twilio FlexFrontRunners® 2019

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, On premise
Business Size:

Buyers guide


Last Updated: June 16, 2019

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 t