Finding software can be overwhelming. Software Advice has helped dozens of companies choose the right scripting software to improve call center interactions and results.

Showing 1-20 of 69 products

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: 14 recommendations

Platforms: MacWinLinux
Deployments: Cloud, On premise
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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: 13 recommendations

Platforms: MacWinLinux
Deployments: Cloud, On premise
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Dialpad Support

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
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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

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Recent recommendations: 9 recommendations

Platforms: MacWinLinux
Deployments: Cloud, On premise
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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

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Recent recommendations: 7 recommendations

Platforms: MacWinLinux
Deployments: Cloud, On premise
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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: 7 recommendations

Platforms: MacWinLinux
Deployments: Cloud, On 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: 6 recommendations

Platforms: MacWinLinux
Deployments: Cloud, On premise
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FluentStream Call Center

FluentStream is a business phone solution designed for companies of all sizes. It offers call monitoring, telemarketing, IVR and reporting features within an integrated suite. The solution is available both in cloud-based and on-premise... Read more

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Recent recommendations: 5 recommendations

Platforms: MacWinLinux
Deployments: Cloud, On premise
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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

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Recent recommendations: 2 recommendations

Platforms: MacWinLinux
Deployments: Cloud, On premise
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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
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Twilio Flex

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
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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: 1 recommendations

Platforms: MacWinLinux
Deployments: Cloud, On premise
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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, On 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: 1 recommendations

Platforms: MacWinLinux
Deployments: Cloud, On premise
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Sales Sling

Sales Sling’s cloud-based call center software offers the latest technology in dialing systems in an easy to use dashboard that requires little training to get up and running. With each license, you get more than just a dialer. You... Read more

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Recent recommendations: 1 recommendations

Platforms: MacWinLinux
Deployments: Cloud, On premise
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Aspect Via Cloud Contact Center

Aspect Via Cloud Contact Center is a web-based customer engagement center suitable for organizations with 100 or more concurrent and named users. The system is a complete set of customer service capabilities including self-service,... Read more

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Recent recommendations: 1 recommendations

Platforms: MacWinLinux
Deployments: Cloud, On premise
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JustCall.io

JustCall.io is a cloud-based phone system that helps create and manage an international call center on a unified platform. With its integration with customer relationship management (CRM) or help desk dashboards, it enables users to... Read more

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Recent recommendations: 1 recommendations

Platforms: MacWinLinux
Deployments: Cloud, On premise
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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

Platforms: MacWinLinux
Deployments: Cloud, On premise
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Aspect Unified IP

Aspect Unified IP is a call center management solution designed for inbound and outbound call centers of all sizes. Key features include automatic call distribution (ACD), interactive voice response (IVR), computer telephony integration... Read more

Platforms: MacWinLinux
Deployments: On premise
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SalesExec

SalesExec is cloud-based sales force automation, call center, and inside sales lead management solution that helps salespeople reach and connect with more prospects and leads.  SalesExec captures both inbound phone calls and web leads,... Read more

Platforms: MacWinLinux
Deployments: Cloud, On premise
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Buyers guide


Last Updated: June 15, 2019

For many companies, call centers are where the rubber meets the road. They're where corporate strategies get tested between agent and customer on a chessboard of human emotion. They're where sales are won and lost and where customers get to hear the real voice of a company, including all of the good, the bad and the ugly.

The bottom line is that call centers—specifically the agents within them—present the company's face to the public and do so at many of the most important points along the customer journey. Despite extensive training, monitoring and coaching, agents can still slip up when faced with a good question, a bad situation or an ugly customer.

Call center scripting software is an inexpensive, scalable solution to many of these problems. This Buyer's Guide will help you better understand and evaluate call center scripting software. In it we cover:

What Is Call Center Scripting Software?
Common Features of Call Center Scripting Software
Benefits and Potential Issues

What Is Call Center Scripting Software?

Call center scripting software is software that provides written prompts to call center agents, telling them what to say and when to say it. It can provide basic prompts based on general questions and answers, specific statements to repeat verbatim or some combination of the two. Most call center scripting software allows for a high degree of customization.

Scripted agent prompts and interface in the NICE inContact call center solutionScripted agent prompts and interface in the NICE inContact call center solution

Scripted agent prompts and interface in the NICE inContact call center solution

The most basic call center scripting applications simply refresh the same script at the beginning of each call. More advanced offerings can select in real time from a library of prewritten lines, dynamically changing the agent's script based on voice recognition of the call's content. The most advanced offerings can even factor in the caller's emotional state, using artificial intelligence (AI) to listen for impatience, frustration and anger, then dynamically change the script as the situation requires.

Call center scripting software can be installed on-premise—on a local server that connects to each agent's workstation—or deployed from the cloud as Software-as-a-Service (SaaS). It's available as a stand-alone tool or can come as