Call Center Software

10 Best Call Center Software: 2024 Updated List

The way businesses are structured today, almost every business vertical relies on telephony systems to a certain extent.

Call centers are the face of any organization. They are often the customers’ first point of contact and one of the most critical setups for underscoring a business’s brand and goodwill. 

Customer-facing domains, like sales and customer support, are especially reliant on the telephony system for day-to-day operations. Since these teams directly impact revenue and brand reputation, you can assume how important it is to implement a powerful contact center solution.

Ever since the pandemic, there has been an increased need for digital-first solutions and better customer experience.

Over the last few months, the trio of pandemic-induced workflow, fast-paced digital literacy, and the ever-increasing bar for positive customer experiences has turned the sales call center space upside down.

So, how do you cut through the noise, maintain high sales performance and achieve the desired scalability?  By investing in the best call center software. With the right sales call center software, your business can not only turn into a customer magnet but also become operationally efficient and profitable.

Did you know the global call center AI market will increase 10x by 2030, reaching the $9,949.61 million mark?

6 key features of a good sales call center software

Here are some must-have call center phone systems features that can take your business to new heights.

1. Analytics & Reporting (Real-time and Historical)

Real-time call analytics offers you a holistic performance review of your sales call center agents, from the number of outbound calls per line/day/department/agent to average on-call time and more. 

Based on these metrics, you can make data-aware decisions regarding which leads require a follow-up and when. 

Also, you can put red flags on typical problems within your call center staff that require immediate attention.

2. Integrate-able to CRM & Business Tools

Integration of the best sales call center software with your staple CRM and other business tools extends the entire system’s functionality. 

As a starter, tool integration synchronizes customer information, automates specific tasks, and unifies call center processes. That way, your sales reps can stay proactive and offer a personal touch to every cold pitch.

3. Call Whispering

Coach your reps during live calls when the deal is going south.

The call whispering feature of the call center phone systems allows you to whisper instructions to reps in real-time while they are on the call – without the prospect knowing. 

So, your reps can hear you, not the other person on the line.

4. Call Recording

This feature of small business call center software automatically records calls in high quality for further reference. These snapshots enable you to analyze your sales reps’ performance over time and provide them with relevant feedback when necessary. 

Also, the recordings will serve as concrete evidence during any dispute with a customer. So, you can address the issue together and avoid playing the “blame game.”

5. Predictive Dialer

Predictive dialers place hundreds, or even thousands, of calls from the contact list simultaneously. Your sales agent will only connect with a person when the call is answered. For the unanswered calls, a voicemail is dropped automatically. 

This saves the team from manually dialing every number and dropping individual voicemails for unanswered calls.

6. Disposition Codes

This call center software tool lets your sales reps label every outbound call, such as “Follow-up required,” “Not interested,” or “Transferred to tech support.” 

Disposition codes are a simple way to assign codes to all calls to keep your entire staff on the same page about the call’s outcome.

There are plenty of other features that you should look for in the best sales call center software – right from call transcription and SMS bot to cold transfer, live call monitoring, and more. The key is to first identify your needs and then choose from among the call centre platforms with features that meet your outlined needs.

10 Best Call Center Software in 2023

  1. JustCall – Complete customer experience solution
  2. Zendesk – Best for large-scale businesses
  3. Five9 – Best IVR system
  4. Dialpad – Best for outbound calls
  5. TalkDesk – Best contact center solution
  6. Freshdesk – Best used as a helpdesk solution
  7. Twilio – Best for a custom call center solution
  8. CloudTalk – Best for telephony services
  9. Channels – Best known for telephony services
  10. Nextiva – Best for voice, video, and text-based services

1. JustCall

JustCall is renowned as the best sales call center software,

JustCall is used by over 6000+ companies and is one of the market’s best call center software providers.

With a huge list of features, JustCall is uniquely designed, keeping in mind the distinct needs and requirements of sales teams at contact centers.

With a friendly interface, dedicated apps (for mobile and desktop), and Chrome plugins, the developers at JustCall have ensured that sales reps not only enjoy a consistent experience across all devices but also remain more productive.

Some of the top JustCall features include sales and predictive dialer, live call activity, voicemail drop, cold and warm transfer, bulk SMS/MMS, SMS workflows, call recordings, post-call surveys, and more. It supports native integration with 100+ CRMs, help desk software, and business tools.

With JustCall, you can enjoy automation and other advanced capabilities that foster higher performance and more conversions.

JustCall comes with an AI ecosystem

JustCall IQ is a popular conversation intelligence solution that’s powered by artificial intelligence. It comes with advanced features like real-time call transcription, AI scoring, moment analysis, sentiment analysis, coaching insights, and live agent assist.

Now build fitting training programs for your sales reps that are tailored to their unique strengths and weaknesses. Coach them in real-time with an endless feedback loop.

In addition to sales training, JustCall IQ also saves slipping deals and drives more conversions. Leverage situational prompts and assistance from AI based on sentiment analysis of the prospects. Navigate your pitch accordingly to address what the prospect wants and needs.

JustCall IQ is a key proposition of JustCall, enabling call centers with AI capabilities that fuel their sales metrics and set newer benchmarks.

Recommended Read: What is Conversation Intelligence? (Features, Benefits)

Learn more about JustCall features here. Check out its pricing here. (Schedule a free demo and find out how JustCall can help your sales team close more deals.)

Who is JustCall best suited for?

JustCall is perfect for small and mid-sized companies looking to implement a complete call center solution.

Pros and Cons of JustCall

JustCall Pros
  • Easy to implement and use
  • Feature-rich platform
  • Provides great call quality
  • A host of third-party platforms integrations are supported
  • Automation features allow teams to run tasks on auto-pilot
JustCall Cons
  • Relatively new compared to larger platforms like Zendesk

Pricing Plans

  • Essentials- $19 per user per month, billed annually
  • Team- $29 per user per month, billed annually
  • Pro – $49 per user per month, billed annually
  • Business – Contact Us

We’re bringing new JustCall iQ pricing plans with AI capabilities.justcall-ai-product-pricing

2. Zendesk

Zendesk

Zendesk offers a proprietary cloud-driven call center solution that supports outbound and inbound calls. The product – Zendesk Talk – enables your sales staff to contact customers from the same place they handle other channels.

Talking about customer tickets, queue volumes, or call recording, you can assess your sales agents’ performance with real-time tracking and analysis. Zendesk offers a range of other features that you would normally expect from call center platforms.

With centralized reporting, you will learn how your call center fits into omnichannel operations – and have a crystal-clear understanding of how your business can make headways. Zendesk is considered one of the best call center software in the market.

Who is Zendesk best suited for?

Considering the cost and features, Zendesk is better suited for large-scale organizations.

Pros and Cons of Zendesk

Zendesk Pros
  • Complete helpdesk solution
  • The platform is segregated into modules making it easy to manage
  • Integration features enable enterprises to create an omnichannel presence
  • Responsive customer support team
Zendesk Cons
  • The existing knowledgebase is limited
  • Needs richer reporting features

Pricing Plans – Plans for the complete service solution: Suite Team –

  • $49 per user per month, billed annually
  • Suite Growth – $79 per user per month, billed annually
  • Suite Professional – $99 per user per month, billed annually
  • Suite Enterprise – $150 per user per month, billed annually

3. Five9

Five9

Five9 is an advanced call center application that lets you manage sales calls from a single intuitive dashboard. You can engage with your customers on the channel of their choice. 

Five9’s call center software boasts features like – a live chat option, outbound dialer, call recording, and agent scripting. In addition, the platform is customizable to align with the way your sales call center works.

Its plans include no-fee long-distance sales calling and can be installed on your existing setup. Serving startup to enterprise needs, you can have the luxury of customizing packages according to your needs.

Who is Five9 best suited for?

Mid-sized and large-scale companies looking to implement a complete call center solution.

Pros and Cons of Five9 

 Five9 Pros
  • You get a platform rich in features
  • A powerful IVR system
  • Good quality telephony services
  • Responsive customer support team
 Five9 Cons
  • Lower pricing tiers have limited features
  • Not as easy to use as other platforms, such as JustCall

Pricing Plans

  • Digital – $149 per month
  • Core – $149 per month
  • Premium – $169 per month
  • Optimum – $199 per month
  • Ultimate – $229 per month

4. Dialpad

Dialpad

Dialpad’s call center solution primarily focuses on enhancing outbound call speed and success rates with comprehensive training and multiple dialing modes. 

Included among its several unique and innovative features are objection assessment, after-call analytics, and real-time text transcription. And its smartphone app lets you and your sales team stay connected from anywhere on any internet-enabled device.

Who is Dialpad best suited for?

Mid-sized and large-scale companies looking for a telephony system.

Pros and Cons of Dialpad 

Dialpad Pros
  • User-friendly platform
  • Allows call switching between devices in real-time
  • Comparatively more affordable
  • Robust analytics and reporting features
Dialpad Cons

The contact center has a minimum license requirement (3 for pro and 50 for enterprise)

Pricing Plans Pricing for the Business Communications solution:

  • Standard – $15 per user per month, billed annually
  • Pro – $25 per user per month, billed annually
  • Enterprise – On request

5. TalkDesk

TalkDesk

For businesses with in-house call centers, TalkDesk is packed with intelligent features you need to manage both outbound and inbound calls. Credit to its 100% cloud-based nature, you do not have to download new software to your local devices. 

Integrations are available with common platforms, including Salesforce, Slack, and Microsoft Teams. Various in-built automated workflows wipe out menial, boring tasks between two platforms.

You can manage calls when the call volume and/or workforce strength is low with the after-hours and part-time onboarding features. 

Who is TalkDesk best suited for?

For larger organizations wanting to implement a complete contact center solution.

Pros and Cons of TalkDesk

Talkdesk Pros
  • Quite easy to implement and get started
  • Good call quality and assured uptime
  • Robust analytics reports
  • Good service and support
Talkdesk Cons
  • Pricing is relatively higher

Pricing Plans

  • CX cloud essentials – $75 per user per month
  • CX cloud elevate – $95 per user per month
  • CX cloud elite – $125 per user per month
  • Experience clouds – on request

6. Freshdesk

Freshdesk

Freshdesk is an easy-to-use cloud-based call center solution that can be managed from a single interface. 

All its plans come with essential features like call blocking, custom greetings, and voice mail with transcription. Also, you get social media, email, and messaging contact options.

For the basic plan, you do not have to open your wallet except for local or international outbound calls. The paid versions are loaded with more advanced features like after-hour call routing, multichannel routing, and service-grade monitoring.

Who is Freshdesk best suited for?

Enterprises looking to implement a complete customer support platform.

Pros and Cons of Freshdesk

Freshdesk Pros
  • Easy to implement and get started
  • Excellent customer support and issue management features
  • Robust analytics and reporting system
  • 24 x 7 support
Freshdesk Cons
  • Needs a better onboarding process
  • The solution is split into multiple products

Pricing Plans

  • Free – $0 per user per month, billed annually
  • Growth – starting at $13 per user per month, billed annually
  • Pro – starting at $35 per user per month, billed annually
  • Enterprise – starting at $60 per user per month, billed annually

7. Twilio

Twilio

Twilio’s call center system, Twilio Flex, offers an open API and voice SDK instead of pre-built software. The result is a call center solution that is fully tailored to your corporate needs. And this customization spans across the setup, from web-ready applications to queue management and call transcription.

Twilio Flex integrates with almost every CRM on the market, including Salesforce, Zendesk, and Microsoft.

With these integrations, the call center solution pulls insights on earlier conversations, customers’ buying history, and inventory levels to offer your sales teams all the necessary data to craft better pitches without toggling between platforms.

Twilio is one of the top call center software vendors, especially for creating an omnichannel presence.

Who is Twilio best suited for?

For enterprises looking to implement an omnichannel communication platform.

Pros and Cons of Twilio

Twilio Pros
  • Integrates with nearly every popular CRM in the market
  • Enables omnichannel communication
  • Responsive support
  • Extensive API documentation that makes implementation easy
Twilio Cons
  • Pricing is based on a pay-per-use model, which can end up being expensive
  • Analytics and reporting could be more detailed

Pricing Plans Twilio flex pricing:

  • Free trial – $0.00 for 5,000 free active user hours
  • Per-hour pricing – $1.00 per active user hour
  • Per-user pricing – Starting at $150 per named user

8. CloudTalk

CloudTalk

CloudTalk offers a smart cloud-based call center software that supports both sales and customer service calls. The communication platform has gained at-scale adoption, especially among small- and medium-scale businesses (SMBs). 

The easy-to-navigate web-based panel delivers detailed insights about your customers – current and past – before your team connects with them. That way, the sales rep can prepare their script and pick up the tone accordingly as soon as the call gets ready.

Who is CloudTalk best suited for?

Companies looking for a telephony solution.

Pros and Cons of CloudTalk 

CloudTalk Pros
  • Relatively less expensive
  • Call quality is great
  • Easy to use drag and drop UI for workflow creation
CloudTalk Cons
  • Calls can sometimes lag
  • Implementing the solution can be complex

Pricing Plans

  • Starter – $25 per user per month, billed annually
  • Essential – $30 per user per month, billed annually
  • Expert – $50 per user per month, billed annually
  • Custom – On request

9. Channels

Channels (previously knowns as CrazyCall) is often ranked among the best sales call center software solutions.

Its feature stack entails SMS support, a web call widget, and integrations with CRM platforms such as HubSpot, Shopify, and Zapier. You can also make cold outreaches with local phone numbers to make yourself look like a local company to leads and customers.

While small businesses generally choose the free package, those with deep pockets can go for the higher-tier plans. Whatever the case, all these versions come with a real-time dashboard, call recording, and web call personalization.

Who is Channels best suited for?

Companies looking for an all-in-one phone solution.

Pros and Cons of Channels 

Channels Pros
  • Allows calls to be made from any webpage
  • Provides a website widget
  • Supports a huge number of integrations
Channels Cons
  • Data formatting is hard
  • Autodialer is not always reliable

Pricing Plans

  • PLUS – $24 per month, billed annually (5000 web calls, three users included, $8/user for additional users)
  • ADVANCED – $62 per month, billed annually (Unlimited web calls, five users included, $16/user for additional users)

10. Nextiva

Nextiva’s call center software is another popular option for businesses of all shapes and industries. Its built-in Call Flow Builder is a no-code visual editor that lets you efficiently design outbound call routing workflows. 

The intelligent supervisor dashboard allows your sales staff to track outgoing call flow in real-time. As such, you can always ensure that you have ample rep coverage and you never miss out on any lead.

Who is Nextiva best suited for?

Companies looking to implement a complete contact center solution.

Pros and Cons of Nextiva

Nextiva Pros
  • The advanced onboarding makes it easy to implement and use
  • Provides voice to email
  • The app is user friendly
  • Powerful reporting and analytics
  • 24×7 support
Nextiva Cons
  • Integrations are not as robust as some other platforms

Pricing Plans Business Communication plan for 20 – 99 users:

  • Essential – 18.95 per user per month
  • Professional – $22.95 per user per month
  • Enterprise – $32.95 per user per month

Rev Up Your Growth With the Best Call Center Software

Call center solutions integrate well with CRMs and offer a similar advantage – zero lead leakage, more productive teams, and increased revenue. 

The best sales call center software can do much more than just fulfill basic calling requirements. It can empower your team to be more productive and close more deals. It can enable business growth.

With a plethora of call center options in the market, choosing the right one for your enterprise can be challenging. Hopefully, this guide will make the decision easier. You can always reach out to us to discuss your needs and see if JustCall is the best fit for your enterprise’s call center software requirement.

FAQs

What is the best call center software to choose?

It depends on your call center needs. While you will find dozens of call center solution vendors, pick the one that ticks the cost-effectiveness, feature-set, and customizability checkboxes.

What software do most call centers use to dominate the field?

Call centers bank on software whose tech portfolio is brimmed with cutting-edge features like IVR, CRM integrations, ACD, and conversational analytics, to name a few. Vendors like JustCall, Nextiva, and other tools listed above provide these features.

What is the future of call centers?

With a lot of businesses moving to a hybrid work model and customer support becoming a crucial aspect of business, call centers are going to play an important role in building and maintaining brand reputation and especially customer experience.

Which is the best call center software for small businesses?

JustCall is one of the best call center software for small businesses.

Which is the best call center software for medium and enterprise businesses?

Apart from JustCall, you can consider Zendesk, Freshdesk, and Nextiva.

Taran, as the Support Manager at JustCall, spearheads efforts to enhance customer satisfaction by strategically collaborating with client-facing teams. He upholds rigorous standards, ensuring JustCall's support services consistently excel. Passionate about superior customer experiences, Taran champions a company-wide dedication to a customer-first mindset.

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