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There are many call center solutions to choose from, so to narrow things down, we’ve gone ahead and read all the case studies, the customer reviews, the product specifications, and the fine print. Here are the best call center software solutions for 2024.
Starts at $50 per user per month
- No hidden or implementation fees
- Advanced workflows and analytics
- Powerful conversational AI
Starts at $65 per month per user
- Top-notch coaching and training tools
- Centralize 20+ channels in one place
- 200+ integrations & API
Custom pricing only
- Build your own custom solution
- Don’t pay for what you don’t use
- Gamification and speech analytics add-ons
Best Call Center Software: Our Shortlist
Nextiva is our top choice because it offers impressive reliability with 99.999% uptime, great customer support, and scalable solutions that cater to the evolving needs of call centers.
Digital.com dives deep into every topic it covers to offer trusted and reliable recommendations for the best business tools. See how we review call center software.
Tips From an Expert
Choosing between call center software and a standard phone system boils down to your business needs and customer service demands. For example, if your current call volume is low and interactions are simple, a basic phone system could be all you need.
However, if you’re dealing with more calls than you can handle and you want features like multi-channel support, automated call routing, and CRM integration, upgrading to call center software is your best bet.
A migration to call center software can work wonders for improving your customer service, making your team more productive, and ensuring your business can scale smoothly.
Melissa Whitten
The Top Call Center Software
Features
- Click-to-dial
- Intelligent call routing
- Customizable call flow
#1 Top Pick
Nextiva stands out for its excellent balance of functionality, ease of use, and customer service.
Starting Price
$50
Automations
Yes
Type
Inbound and outbound
Account Manager
Yes
Read More
Reasons to choose Nextiva
- High reliability with 99.999% uptime
- Quick setup with no fees
- Excellent 24/7 support
- Built-in autodialer
- Advanced features require higher-tier plans
- CRM integrations are only available as add-ons
Nextiva is widely considered the best call center software due to its blend of reliability, feature-rich offerings, and scalability—all designed to meet and adapt to a modern call center’s needs. It boasts a nearly perfect uptime, meaning call centers can rely on it to keep things running smoothly without interruptions.
At its core, Nextiva offers a cloud-based phone system that’s easy for teams to use whether they’re in the office or working remotely. Meanwhile, the system is not only simple to set up but also comes with detailed training to ensure users can make the most of it quickly.
One of the most praised aspects of Nextiva is its reliability and call quality, ensuring that businesses can maintain clear and uninterrupted communication with their clients. This is crucial in a call center environment where every call matters, since any disruption can lead to lost opportunities and dissatisfied customers.
The Nextiva platform also shines with its workforce management and analytics capabilities, giving managers deep insights into call center performance. This includes tracking key metrics like call duration, wait times, and customer satisfaction scores, all of which can be invaluable for identifying trends and pinpointing areas for improvement.
Lastly, Nextiva is also committed to exceptional customer support, which many users have praised in their reviews of the platform. The company offers 24/7 assistance through various channels and resources, ultimately making Nextiva an excellent partner for any business looking to optimize its call center’s performance.
- Who is Nextiva best for? Nextiva is great for any business looking to boost the performance of its call center. Its cloud-based system has a 99.999% uptime, automated support, and sophisticated routing features to streamline customer interactions. The platform’s many integration capabilities also add to its appeal.
- Recent Nextiva upgrades: Nextiva has recently upgraded its platform to include more advanced analytics and artificial intelligence features, improving both the customer and agent experience. These upgrades make it easier for businesses to manage their call centers and provide superior service.
- Nextiva pricing: Pricing for Nextiva’s call center software starts at $50 per agent per month, with an enterprise-grade plan starting at $100 per agent per month. Use Nextiva’s live chat to talk to an expert about which plan is right for your call center.
Features
- Skills-based routing
- Call recordings
- Workforce management tools
Starting Price
$65 per agent per month
Automations
Yes
Type
Inbound and outbound
Account Manager
No
Read More
Reasons to choose RingCentral
- High security standards
- Detailed reporting
- Feedback and coaching for agents
- Only available in the United States, the UK, the EU, and Canada
- Autodialers require an additional fee
RingCentral is a top choice for call centers, offering a versatile and powerful cloud-based communication platform. It stands out for its ability to support both inbound and outbound call center operations thanks to its flexible and scalable features.
RingCentral’s omnichannel support is particularly noteworthy, as it allows agents to interact with customers through voice, text, email, social media, and more. This is great for providing a consistent and unified customer experience.
The platform also excels at optimizing call flow management. It has customizable auto-attendants and Interactive Voice Response (IVR) systems that can efficiently route callers to the appropriate department or agent.
RingCentral offers advanced features such as call transcripts, speech analytics, and skills-based call routing—which is good for both agent performance and the customer experience. It also takes security, encryption, and compliance seriously. It follows industry standards (such as GDPR and HIPAA) and offers customizable access controls to protect sensitive information and build trust with customers.
- Who is RingCentral best for? RingCentral is best for call centers interested in multi-channel communications, advanced call routing, integration with CRM systems, and analytics for improving customer service efficiency. It’s a scalable, feature-rich solution that’s suitable for almost any call center’s needs.
- Recent RingCentral upgrades: RingCentral’s recent updates focus on enhancing its app with new video meeting capabilities like virtual backgrounds and breakout rooms, along with better Microsoft Teams and Google Workspace integrations. The newly added features include message pinning and task management upgrades to bolster team collaboration.
- RingCentral pricing: Prices start at $65 per agent per month, with custom pricing for an enterprise-grade solution. For detailed plan information and more, visit RingCentral.
Features
- Custom dashboards for KPIs
- CRM-integrated autodialers
- Virtual assistant
Starting Price
Custom
Automations
Yes
Type
Inbound and outbound
Account Manager
No
Read More
- Omnichannel solutions
- 99.999% uptime
- On-demand scalability
- Service level agreement optimizer
- Pricing isn’t very transparent
- Many advanced options are only available as add-ons
Vonage is a cloud communications platform notable for its CRM integrations, which make it easier for businesses to manage customer interactions and data more effectively. It can dramatically improve workflows by ensuring that customer information is easily accessible during calls, which can lead to improved customer service and satisfaction.
Another key benefit of Vonage is its scalability. Regardless of a call center’s size, Vonage can easily adapt by scaling up or down based on demand. This flexibility is great for companies with fluctuating call volumes, ensuring that they only have to pay for what they will use.
Vonage also places a strong emphasis on reliability and quality of service. Its robust infrastructure ensures that calls are clear and uninterrupted—which is vital for maintaining professionalism and effectiveness during customer interactions. This reliability also extends to its mobile app, which allows employees to stay connected even when they’re away from the office.
Vonage’s advanced features—like call forwarding, a virtual receptionist, and voicemail-to-email—contribute to a more efficient call-handling process. These features help reduce customer wait times and ensure that calls are directed to the appropriate person or department.
- Who is Vonage best for? Vonage is ideal for small and medium-sized businesses looking for a complete VoIP solution with features like call forwarding, conference calling, and CRM integrations. It’s particularly good for companies with a global presence that need reliable international calling and productivity tools for distributed teams.
- Recent Vonage upgrades: Vonage has recently updated its Service Cloud Voice offering with a range of enhancements to improve customer and agent experiences. Key upgrades include the ability for agents to consult with Vonage Business Communications users directly from Salesforce, improved call routing through Salesforce Omni-Channel Flows, and desktop notifications for inbound calls. Vonage also introduced queued callbacks, allowing callers to maintain their queue position without needing to remain on hold.
- Vonage pricing: Prices for Vonage’s contact center solutions are only available by contacting a sales representative for a custom quote. Complete the quote request form to get started today.
Best for Customer Engagement
Features
- Omnichannel communications
- AI-powered virtual agents
- Workforce optimization tools
Starting Price
$175 per month per concurrent user
Automations
Yes
Type
Inbound and outbound
Account Manager
Yes
Read More
- 24/7 support
- Geographic redundancy for service continuity
- Flexible pricing models
- Premium price
- Usage-based fees may apply
Five9 is a cloud contact center solution that stands out for its features that cater to modern call centers. It provides tools designed to enhance customer service, streamline operations, and improve agent productivity.
In particular, one of the key advantages of Five9 is its ability to integrate with a wide range of popular CRM systems like Salesforce, Oracle, and Microsoft Dynamics. This enables businesses to offer a more personalized and efficient customer service experience by having real-time access to customer data and call histories.
Five9 also offers advanced AI capabilities, including intelligent virtual agents that can handle routine inquiries without human intervention. This not only enhances customer satisfaction but also boosts the efficiency of call center operations by freeing up agents to deal with more complex issues. Similarly, Five9’s AI features also assist in routing calls to the most appropriate agent, ensuring that customer queries are resolved quickly by the best-suited individual.
Lastly, Five9’s analytics and reporting tools provide real-time insights into call center performance, allowing managers to make informed decisions to improve service levels. The analytics cover various aspects, including agent performance, customer satisfaction, and operational efficiency—all of which can help identify areas for improvement.
- Who is Five9 best for? Five9 is ideal for businesses with medium and large-sized call centers that focus on customer engagement. Its cloud platform supports telesales, customer service, and more, offering features like real-time reporting, call recording, and CRM integrations.
- Recent Five9 upgrades: Recent updates from Five9 focus on improving user experience and functionality. Key updates include upgrading the Five9 softphone browser extension for Chrome and Edge to support newer extensions and maintain compatibility with upcoming browser versions.
- Five9 pricing: Five9 offers plans ranging from $175 to $325 per month. It offers flexible pricing options, including preconfigured solution bundles, custom quotes, and pricing based on concurrent users, named agents, or pay-per-use. Contact Five9 today to learn which pricing model will suit your business the best.
Features
- Detailed ticketing system
- Advanced workflow automation
- Extensive chat features
Starting Price
$9 per user per month
Automations
Yes
Type
Inbound and outbound
Account Manager
No
Read More
Reasons to choose LiveAgent
- Quick setup and deployment
- Free trial
- Gamification
- Omnichannel support requires a higher-tier plan
- Enterprise plan needed to remove LiveAgent branding
LiveAgent is designed with contact centers in mind, offering features meant to enhance customer service, improve team productivity, and streamline operations. It combines ticketing, live chat, social media, and phone support into a single platform, making it easier for agents to manage all of their customer interactions from a single interface. This, among other things, leads to more efficient handling of inquiries and a unified customer experience across all channels.
One of the key benefits of LiveAgent is its powerful ticketing system, seeing as every customer interaction—regardless of the channel—is converted into tickets. This ensures no query goes unanswered and allows for better tracking and management of customer issues. The system also organizes tickets with tags, prioritization, and assignments, helping teams to respond more effectively and reducing response times.
LiveAgent’s live chat feature is another significant advantage because it offers real-time customer communications and instant support for resolving issues quickly. This is great for improving customer satisfaction and loyalty, as customers appreciate immediate responses and solutions to their problems.
Users of LiveAgent will also benefit from the platform’s detailed reports and analytics. Managers and team leaders can track key performance indicators (KPIs) such as response times, resolution times, and customer satisfaction scores. This data is invaluable for identifying areas for improvement, making informed decisions, and optimizing team performance over time.
- Who is LiveAgent best for? LiveAgent is best suited for companies looking for a customer support solution focused on phone, email, and live chat capabilities. Thanks to its auto-routing and backend coordination features, it’s particularly great for organizations with a large number of support agents.
- Recent LiveAgent upgrades: LiveAgent has made several updates to enhance the usability and functionality of its platform. Specifically, the company introduced new error IDs for clearer issue resolution, revamped the look of its contact widgets and customer portals, and created a Tag Archiving feature for more efficient tag management.
- LiveAgent pricing: LiveAgent’s plans start at $9 per agent per month and go up to $69 per agent per month for more advanced features. Sign up today for a free trial or request a demo to see if LiveAgent is the right solution for your call center.
Features
- Cloud-based system
- Real-time transcriptions
- AI-powered call analysis
Starting Price
$80 per user per month
Automations
Yes
Type
Inbound and outbound
Account Manager
Yes
Read More
Reasons to choose Dialpad
- Free trial
- Extensive AI features
- Whisper coaching
- Learning curve for the interface
- Connectivity issues reported
Dialpad is a cutting-edge solution for contact centers thanks to its focus on artificial intelligence. Its AI tools help streamline operations and provide detailed insights, making it more than just a phone system. This cloud-based platform offers flexibility and ease of use, allowing teams to connect from anywhere, thereby supporting the modern need for remote and hybrid work environments.
One key feature that makes Dialpad particularly beneficial for call centers is its Voice Intelligence technology. This AI-driven tool transcribes calls in real-time while also offering live coaching and sentiment analysis—all of which can significantly improve the quality of customer interactions. By providing agents with real-time feedback and suggestions, Dialpad helps teams handle calls more effectively so that customer queries are resolved promptly and accurately.
Dialpad also has extensive integration capabilities with CRM systems and other business tools, allowing call centers to maintain comprehensive customer records and streamline workflows. This means agents have immediate access to relevant customer information, leading to more personalized and efficient service.
Finally, Dialpad also offers detailed analytics and reporting features, giving managers useful insights into call center performance, agent productivity, and customer satisfaction. These insights can be instrumental in making informed decisions to enhance service quality and operational efficiency.
- Who is Dialpad best for? Dialpad is ideal for call centers prioritizing innovation and flexibility in their communication solutions. It’s best suited for businesses looking to leverage AI and machine learning for enhanced call analysis and support, offering features that enable frictionless remote work for agents. At the same time, its integration capabilities make it a strong choice for call centers that rely on a variety of software tools, aiming for streamlined operations and improved customer interactions.
- Recent Dialpad upgrades: Dialpad’s recent upgrades showcase its commitment to leveraging AI for improved efficiency. For example, improvements to its AI Playbooks and AI Coaching Hub offer enhanced sales methodology tracking and team performance analytics. Meanwhile, innovations like on-demand AI Recaps and in-queue callback settings further streamline call center operations.
- Dialpad pricing: Dialpad offers three plans. The Essentials plan is $80 per user per month, the Advanced plan is $115 per user per month, and the Premium plan is $150 per user per month. Test drive Dialpad for free for 14 days to see if it’s right for your company’s needs.
Signs You’re Ready for Call Center Software
Here are five pieces of evidence that suggest it’s time (or past time) to upgrade your contact center software or switch to a different solution:
- Your team is overwhelmed by high call volumes. If your current system can’t efficiently manage and distribute incoming calls (causing long wait times and dropped calls), it’s time to look for a solution that can.
- Customers are frustrated with call navigation. If your customers have trouble navigating through your IVR system Leading to higher abandonment rates and decreased satisfaction), it’s time to find a more intuitive and customer-friendly solution.
- The system doesn’t integrate with other business tools. If your call center software doesn’t integrate well with your CRM or other essential business applications, upgrading to a more compatible system can improve efficiency and customer service quality.
- You have insufficient data and reporting features. To improve and optimize operations, you need detailed analytics and reporting. If your current software doesn’t provide insightful data or makes it difficult to analyze performance, then it’s time to switch to a system with more helpful analytics.
- Your system can’t support remote or flexible working arrangements. The shift towards remote work requires software that supports flexibility. If your call center software isn’t equipped for remote operations, upgrading to a cloud-based solution can change that.
Inbound vs Outbound vs Omnichannel Call Center Features
Inbound, outbound, and omnichannel are types of call centers that cater to different business needs, and each type prioritizes distinct features for optimal performance.
Inbound
Inbound call center solutions handle incoming calls from customers with a focus on customer service, technical support, and product orders. Examples include customer service hotlines and technical support for products.
Essential Inbound Software Features:
- Automated Call Distribution (ACD): Routes calls to the appropriate agent based on specific criteria
- Interactive Voice Response (IVR): Allows self-service for callers via an automated menu system
- Call Queuing: Manages incoming calls in an orderly queue when agents are busy
- CRM Integration: Provides agents with immediate access to customer data for personalized service
- Call Recording and Monitoring: Supports quality assurance and training
Outbound
Outbound call center software allows agents to make outgoing calls for sales, lead generation, market research, and customer outreach. Examples include telemarketing and sales teams conducting cold calls.
Essential Outbound Software Features:
- Predictive Dialer: Automatically dials numbers to maximize agent talk time
- Scripting Tools: Guide agents through calls for consistency and compliance
- Lead Management Tools: Helps organize leads and contacts more efficiently
- Performance Metrics: Tracks call success rates and agent productivity
- Compliance Management: Ensures adherence to regulations like the Do Not Call Registry
Omnichannel
Omnichannel contact center solutions provide a seamless customer experience across multiple channels, including voice, email, text, social media, and chat. Examples include retail businesses that need to offer extensive support channels so that customers can contact them via their preferred method of communication.
Essential Omnichannel Software Features:
- Unified Agent Interface: Helps manage interactions from multiple channels through a single interface
- Channel Flexibility: Allows customers to switch between communication channels while maintaining the same conversation
- Advanced Routing: Directs customers to the right agent or department, regardless of communication channel
- Integrated Customer Journeys: Tracks and analyzes interactions across all channels
- Real-Time Analytics and Reporting: Offers insights into customer behavior and preferences
Hosted vs Cloud vs On-Premises Implementation
- Hosted Call Center Solutions: These are managed by a third-party provider offsite to reduce the need for extensive in-house IT infrastructure and support. They offer flexibility and scalability, allowing businesses to adjust their resources based on demand. Hosted solutions are ideal for companies looking for cost-effective ways to deploy call center capabilities without the heavy upfront costs of hardware and software.
- Cloud-Based Call Center Solutions: Cloud-based call centers operate on a SaaS (Software as a Service) model, offering greater flexibility and scalability than hosted solutions. These platforms are good for doing remote work, making easy updates, and integrating with other cloud services—meaning they’re highly adaptable to changing business needs. Cloud solutions are also favored for their pay-as-you-go pricing models, their lower upfront costs, and their ability to deploy new features and updates very quickly. They are suitable for businesses of all sizes, particularly those with a focus on innovation and customer experience.
- On-Premises Call Center Solutions: These are located within a company’s physical premises and require a significant investment in infrastructure, hardware, and software. This model offers complete control over the call center environment, including data security and compliance. However, it comes with higher upfront costs, ongoing maintenance challenges, and less flexibility compared to hosted and cloud solutions. On-premises solutions are typically chosen by large organizations with specific compliance requirements or those who prefer to maintain direct control over their technology.
We recommend hosted or cloud solutions due to their flexibility, scalability, and cost-effectiveness. Most businesses that use them end up benefiting from the reduced upfront investment and the ability to stay current with technology trends without significant ongoing investments in hardware and software.
Compare Call Center Platforms
What You Need to Know
How much does call center software cost?
The cost of call center software varies widely depending on several factors, including the features required, the number of agents using the software, the type of communication channels supported, and whether the software is cloud-based or hosted on-premises. It can range from $9 per user per month for the most basic solution to over $150 per agent per month.
Are there disadvantages to call center solutions?
While call center solutions offer many benefits—including improved customer service efficiency and enhanced data analytics—there are still several potential disadvantages to consider.
- Cost: Implementing a new call center solution can be costly, especially for small businesses. Initial setup fees, monthly or annual subscription costs, and the expense of training staff can add up.
- Complexity and Overhead: Advanced call center solutions come with a range of features and integrations that can be tricky to set up and manage. This complexity may require dedicated staff or additional training, increasing overhead.
- Dependence on Technology: Call center solutions, especially cloud-based ones, rely heavily on internet connectivity and the service provider’s performance. Any outages or technical issues can easily disrupt operations.
- Security and Privacy Concerns: Handling sensitive customer data requires strict compliance with data protection regulations. Making sure that your call center solution meets these requirements can be challenging.
What’s the difference between call center software and CRM?
complementary) functions within a business’s operations. They diverge in the following areas:
- Focus: Call center software is communication-centric, optimizing direct interactions with customers. CRM software is relationship-centric, focusing on managing and analyzing customer information over the long term.
- Functionality: Call center software provides tools for real-time customer support and communication. CRM systems offer broader functionality for managing the customer lifecycle—including sales pipelines, marketing campaigns, and long-term customer engagement strategies.
- Integration: Together, integrating call center software with a CRM system can enhance customer service and sales efforts by providing a more comprehensive view of customer interactions and history.
How do I get started with call center software?
Keep the following steps in mind when looking to get started with call center software:
- Assessing Needs: Determine your goals, evaluate current processes, and estimate the scale of your operations.
- Researching: Look for solutions with necessary features, reputable vendors, and suitable pricing.
- Running Demos and Trials: Test the software through demos and free trials while also getting your team involved to provide feedback.
- Planning Implementation: Design a plan that considers integrating existing tools, data migration, and team training.
- Setting Up: Configure and customize the software to fit your business needs.
- Monitoring and Optimizing: Use analytics to monitor performance, solicit feedback, and adjust as needed.
How We Review Call and Contact Center Software
When we set out to find the best call center software for 2024, we looked at customer reviews, case studies, and software websites. Our ultimate goal is to give you a clear and detailed list of the best options so that you have everything you need to pick the right software for your business.
What We Looked At:
- Happy Customers: We checked what people were saying about their software and how satisfied they were.
- Features: We looked for software that offers the most essential tools for handling customer calls as well as innovative features that further enhance operations.
- Works Well with Others: It was a priority to find software that meshes with many other popular business tools, like CRM systems.
- Fair pricing: We looked for options that give customers a good deal, including ones that can grow with your business.
- Always On: Your call center needs to be up and running all the time, so we looked for software known for being reliable.
- Safe and Secure: With more online threats these days, we looked for software that remains compliant and keeps data safe.
- Help When You Need It: Good customer support is a must, so we looked for providers that don’t have a reputation for leaving you in the dark when you need help.
Considering all of our reviews, Nextiva takes the cake as the best choice for most businesses looking to get call center software in 2024. It’s reliable, packed with features, and comes with exceptional customer service. Contact Nextiva today to see how its software can support your business needs.