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The 10 Best Call Center Software for Business

Published 11 April 2022
Last updated 20 February 2024
The 10 Best Call Center Software for Business

Effective communication is like the strong base of a successful business, and call center software is like the tool that helps businesses talk with their customers better.

It’s like a helper that makes handling lots of incoming calls and giving exceptional help to customers easier for businesses.

There are many choices for call center software, and it can take time to pick the right one for your business.

In this article, we’ll talk about the important things that call center software can do and how it can help your business. We’ll also guide you to find the best software for your business.


Table of Contents

What is call center software?

Call center software is like a set of special tools businesses use to improve customer service. It has advanced features like Automatic Call Distribution (ACD), Interactive Voice Response (IVR), agent routing, CRM software, and more to help the call center do its job better.

Call center software helps businesses manage many incoming and outgoing calls, improve the calls, make customers happier, and increase customer satisfaction.

Some call center software can also deal with customer messages through email, chat, social media, and other ways.

Also Read: What is Call Centre

Type of call center

There are several types of call centers, each with its unique function and purpose. Here are some of them:

  • Inbound Call Centers: These centers receive calls coming into the company. They are typically customer service-focused, handling customer inquiries, complaints, or support requests.
  • Outbound Call Centers: These centers specialize in contacting customers on behalf of the company. They can be used for sales calls, follow-ups, surveys, and more.
  • Automated Call Centers: These centers use automated systems (like IVR) to handle calls without needing a live operator. They’re often used for simple transactions or information dissemination.
  • Multichannel Call Centers: These centers interact with customers through multiple channels (like phone, email, social media, etc.) to provide a seamless customer experience.
  • Omnichannel Call Centers: Similar to multichannel centers, they provide a more integrated experience across all channels, ensuring consistency and smooth transitions.
  • Virtual Call Centers: These centers have remote agents working from different locations. They offer flexibility and can provide round-the-clock service.
  • Blended Call Centers: These centers handle both inbound and outbound calls. This type of call center is efficient as it maximizes agents’ productivity by allowing them to take two kinds of calls.

Note: Each type has its advantages and is chosen based on the needs of the business.


Call center software key features

Here are some of the key features of call center software:

  • Call Routing: It helps send incoming calls to the right person or department automatically, based on specific rules.
  • Interactive Voice Response (IVR): It lets callers choose from options to get their call to the right person or department.
  • Call Recording: It allows businesses to save and listen to calls to ensure they’re suitable for teaching or following rules.
  • Analytics: It gives data about how many calls there are, how long people wait, how good the workers are, and other important things. This helps businesses see what’s going well and what needs fixing.
  • Multi-Channel Support: It helps businesses talk to customers through phone, email, chat, and social media all in one place.
  • Integration with CRM: It lets workers see customer info, and what happened before so they can give better service.
  • Automatic Call Distribution (ACD): With ACD, calls can be sent to the right worker who is accessible and skilled for the job.
  • Call Queuing: Customers can be kept in line until a worker can talk to them.
  • Call Transfer: Workers can call other workers or departments if needed.
  • Reporting: It gives info about how the call center is doing, like how many calls there are, how long it takes to handle them, and how happy customers are.

Note: Different call center software can do different things, so businesses should pick the best one that fits their needs.


Best call center software

1. Mekari Qontak

Mekari Qontak provides all in one call center software based on a cloud-based CRM system. It provides flexibility and mobility for users to make phone calls from anywhere via the Internet.

Mekari Qontak’s call center software is also easily integrated with other software programs to support customer service activities.

Pricing: Starting from US$ 55/month

Free Trial Length: 14 days

Key features:

  • 360° customer overview as soon as a call is in the queue.
  • Ability to handle inbound and outbound calls
  • Provide a better experience through an interactive voice response (IVR).
  • Transfer calls quickly to increase the team’s effectiveness.
  • Enable seamless collaboration and accessible communication among team members.
  • Get voice recordings for a better and more automated customer service experience.
  • Monitor agent performance and service levels on a rich visualization dashboard.
  • Easily integrated with multiple apps such as Instagram, WhatsApp, Facebook, and others.
  • Improve customer service satisfaction with a cloud-based phone call solution.
  • Gain valuable insights with your custom call center reports and a personalized dashboard.
Pros Cons
Helps agents provide more personalized service with a 360° view of customers and quick call transfers. Requires a stable internet connection; disruptions can affect operations.
Easily works with apps like Instagram and WhatsApp, expanding communication options.
Provides voice recordings for smoother customer service.

 

2. LiveAgent

LiveAgent’s call center software comes with a ready-to-use feature, making it simple to start. When you make your account, you can easily find the option to set up the call center right on your dashboard or during the initial setup.

Pricing: Starting from $9 per user/month

Free Trial Length: 7 or 30 days

Key features:

  • Allows businesses to set up a customizable phone menu system to route incoming calls to the appropriate department or agent.
  • Businesses can make internal calls between team members without using external phone lines.
  • Enable businesses to transfer calls to other agents or departments.
  • Businesses can record and store all incoming and outgoing calls for quality assurance.
Pros Cons
A user-friendly platform even for those who are not tech-savvy. It could have more features for automatic responses.
Organize multiple prospects’ engagement points into an easy single dashboard. Translation features could be better.

 

3. CloudTalk

CloudTalk is call center software that helps you manage all your calls in one place. It has an easy-to-use interface. This software makes it easy for employees to talk to customers, improving customer service.

Pricing: Starting from $25 per user/month

Free Trial Length: 14 days

Key features:

  • Offers businesses a comprehensive solution to manage customer interactions effectively.
  • Integrates with various business tools to streamline communication and workflows.
  • Automatic call tracking and recording features enable businesses to monitor and evaluate customer interactions.
  • Designed for remote work, businesses can manage their customer service operations from anywhere.
  • Businesses can enjoy high-quality calls that are crystal clear and uninterrupted.
Pros Cons
Intuitive and user-friendly interface. Limited customer support availability.
Efficient setup and configuration.
Responsive customer support.

 

4. Five9

Five9 is call center software that helps agents build stronger relationships with customers.

It lets businesses talk to customers how they like, makes operations smoother, and uses innovative technology like AI, automation, and cloud computing to make businesses more flexible.

Pricing: Starting from $149/month

Free Trial Length: 14 days

Key features:

  • Utilize data gathered in real time from your customers to gain valuable insights for your agents and business.
  • Quickly reach out to customers and resolve their issues on the first try.
  • Enable your agents with tools to focus on providing a more personalized customer experience.
  • Manage your agents with compassion while still delivering meaningful results for the business.

 

Pros Cons
Interactive responses are beneficial to serve the customer automatically without needing a real agent. Customer support needed to be improved and faster to respond.
It has omnichannel functions where all the information from different platforms, such as chats, emails, telephony, and messages, is centralized in a single system. There is no ability to integrate post-call survey data to the representative level.

 

5. Aircall

Aircall is call center software in the cloud, and lots of teams worldwide use it. It’s quick to set up and connects easily with your CRM and Helpdesk software.

Aircall lets businesses change their workflows and do some tasks automatically to work better and faster.

Pricing: Starting from $30 per user/month

Free Trial Length: 7 days

Key features:

  • Easily adjust system settings, such as adding users or numbers, with just one click.
  • Allow callers to wait in a queue until an agent is available to answer their call.
  • Direct calls to teams based on location, language, skill, or other criteria.
  • Put a current call on hold and initiate a separate call with a third party.
  • Manage multiple calls simultaneously on the same phone number.
Pros Cons
Identify time zones. Not all area codes are available for new numbers.
Seamless integration with Hubspot.

 

6. RingCentral

RingCentral is cloud-based call center software with many features, including phones, messaging, and video calls.

It helps businesses bring all their communication into one place, making it easier to manage and organize.

Pricing: Contact them to find out.

Free Trial Length: Contact them to find out.

Key features:

  • Allows businesses to receive incoming calls from customers in a streamlined and efficient manner.
  • Enables businesses to proactively reach out to customers, whether it’s for sales, marketing, or customer support.
  • Increasingly popular communication channels for businesses to interact with customers.
  • Enables businesses to monitor and respond to customer inquiries and feedback on social media platforms.
Pros Cons
It has a whole stack of advanced features. Customer support agents can be difficult to reach.
Excellent audio quality.

 

7. Genesys

Genesys provides call center software that makes customer experiences unique. It gives businesses advanced features and tools to put customers first so they can stand out in a busy marketplace.

Pricing: Starting from $75 per month

Free Trial Length: 30 days

Key features:

  • Provide customers with easy and flexible options to connect with your business.
  • Enjoy a unified application with a contact center, workforce optimization, and business communications.
  • Improve customer satisfaction, increase profits, and grow your business with Genesys.
  • Seamlessly integrate business systems and incorporate new features to meet the evolving needs of your call center.
Pros Cons
Supervisors can change and update agent queues and skills easily without CTI intervention. Reporting options are minimal and don’t consider features that are encouraged during implementation.
Dashboard reporting is excellent for our managers to see where their agents are at.

 

8. Knowmax

Knowmax is a software that helps businesses create scripts for their call centers. This helps avoid awkward moments during customer service calls. With Knowmax, users can make exact scripts for any situation.

Pricing: Contact them to find out.

Free Trial Length: Contact them to find out.

Key features:

  • Enables businesses to create custom decision trees with a no-code, do-it-yourself approach.
  • Help businesses create an immersive and engaging customer experience.
  • Allows businesses to create and manage help articles and frequently asked questions.
  • Provides detailed insights into the health of a business’s knowledge base.
Pros Cons
The platform is very customizable due to the self-curation feature. The cost is very high for a start-up or small business.
Seamless and intuitive integration into native systems.

 

9. 8×8 Virtual Call Centre

8×8 provides a virtual call center solution that lets customer service agents work from home or smaller offices instead of one big central office.

With 8×8, businesses can make a virtual call center where agents can help customers from anywhere.

Pricing: Starting from $15 per user/month

Free Trial Length: 30 days

Key features:

  • Ensures high uptime with a 99.999% SLA and a unified toolset that eliminates agent confusion.
  • Help businesses boost agent and employee engagement, collaboration, and operational effectiveness.
  • Offers support for all channels, including voice, email, chat, and social media.
  • Provides tools for agent feedback, intelligent coaching, and collaboration.
Pros Cons
Shows statuses visibly. Reporting could be more robust.
It makes it easy to pull and download calls.

 

10. Talkdesk

Talkdesk is call center software that focuses on automating important customer service tasks.

It also lets businesses handle customer questions and problems on many channels like phone, email, chat, and social media.

Pricing: Starting from $75 per user/month

Free Trial Length: Contact them to find out.

Key features:

  • Provides tools for streamlined customer service, faster responses, and personalized support.
  • Ensures businesses stay up-to-date with the latest customer service practices for better support.
  • Helps businesses achieve outstanding customer experiences through provided tools and solutions.
Pros Cons
Easy to install and set up. Sometimes, users can face issues related to caches.
Quick integration and easy to use.
Simple migration from existing apps.

 


The comparison of best call center software

Solution

Pricing

Free Plan

Trial Period

Key Features

Mekari Qontak $55/month Yes 14 days
  • Automatic Call Distribution (ACD)
  • Interactive Voice Response (IVR)
  • Call Recording
  • Intelligent Call Routing
  • Call Monitoring
  • Omnichannel
  • Call Center Analytics
  • 360° Customer Overview
  • Integrations
LiveAgent  

 

$9/user/month

 

 

 

 

Yes 7 or 30 days
  • IVR (Interactive Voice Response)
  • Internal Calls
  • Call Transfers and Call Routing
  • Unlimited Call Recordings
CloudTalk $25/user/month Yes 14 days
  • Smart Software
  • Integration
  • Track And Records Call
  • Cloud-Based
  • Crystal-Clear Quality Calls
Five9 $149/user/month Yes 14 days
  • Real-Time Customer Data
  • Solve Issues Efficiently
  • Empower Agents
  • Manage Agents
Aircall $30/user/month Yes 7 days
  • One-Click System Setting
  • Callers Can wait in a Queue
  • Route Calls
  • Simultaneously Put Calls on Hold
  • Handle Multiple Calls
RingCentral Contact them to find out Yes Contact them to find out
  • Inbound Voice
  • Outbound Voice
  • Messaging
  • Social Media
Genesys $75/user/month Yes 30 days
  • Flexible Communication Options
  • Unified Application
  • Improve Customer Satisfaction and Profitability
  • Seamless Integration
Knowmax Contact them to find out Yes Contact them to find out
  • No Code Decision Trees
  • Visual Picture Guides
  • Centralized Knowledge Management
  • Micro-Segmented Analytics
8×8 Virtual Call Centre $15/user/month Yes 30 days
  • High Uptime and Unified Toolset
  • Boost Engagement and Collaboration
  • Support for All Channels
  • Agent Feedback and Coaching
Talkdesk $75/user/month Yes Contact them to find out
  • Delivering a Better Customer Experience
  • Continuous Innovation
  • Building Trust and Loyalty

How to choose the best call center software?

Picking the right call center software for your business might seem tough, but here are some important things to think about:

  1. Features: Think about what you need to run your call center well. Find software with the necessary things, like call direction, talking menu (IVR), numbers and charts, and connecting with your other software.
  2. Size: Consider your call center’s size and whether the software can grow with your business.
  3. Easy to Use: Find easy-to-use software that doesn’t need much training. This helps workers do their jobs better and learn faster.
  4. Fits with Your Other Tools: See if the software can work with the software you’re already using, like CRM, helpdesk, or marketing tools.
  5. Cost: Consider how much everything will cost, not just the setup but also training and help later on. Look for software that’s clear about its pricing and doesn’t surprise you with extra charges.
  6. Help When You Need It: Check if the company that makes the software gives good help when you have questions or problems. Look for companies with good customer support and give you guides and forums.
  7. Safe and Secure: Make sure the software keeps your information safe. This means it should have locks on your data and follow rules like HIPAA or PCI-DSS.
  8. What Others Say: Read what other people say about the software online. Look for companies that have a good name and make good products.

What’s next?

In conclusion, call center software is like a game-changer for businesses of all sizes who want to make their customers happy.

This software does many helpful things, from making calls to the right place to giving lots of info about what’s happening.

When you choose the right call center software, your business can improve customer support, make customers happier, and grow more.

If you need good call center software, you should look at Mekari Qontak. Their call center software does many things to improve your customer service and help your business grow.

Our call center software has many features to improve customer service, make customers happy, and help your business grow.

You can contact us today to learn more and try it out!

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Category : Call Center
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