The Top 7 Call Center Software for 2022

By 2 weeks ago

This interactive call center software guide provides an overview of the most popular providers, their features, current pricing and plans, and user experience.

We tested hundreds of popular call center solutions, including those from our sponsored partners, to provide you with the information you need to make the best decision for your company.

While alternative modes of communication with businesses are becoming more popular, phone calls remain the most common way for customers to contact businesses.

Managing these calls necessitates a team of skilled agents as well as software that allows them to excel.

What is Call Center Software?

Call center software is more than just a tool for connecting agents with customers. It is a system with a plethora of features designed to support every aspect of a contact center.

Whether you handle inbound calls, outbound calls, or a combination of the two, call center software can help you streamline your customer service in order to provide exceptional service.

Contact centers are no longer limited to phone calls, and many solutions provide omni-channel support. This means that you can manage all communication from a single platform, resulting in a unified customer experience.

Previously, only larger corporations had the capability and space to install physical hardware to establish a call center. Software-based solutions enable smaller businesses and those without fixed offices to host virtual call centers while also lowering the initial cost of on-site centers.

The best call center software will integrate computer telephony, allowing it to run alongside existing phone systems (be that physical, VoIP, or something else). This means you don’t have to upgrade everything in order to reap the benefits.

Important Call Center Software Features

When deciding on which call center software to use, consider what features are available and how they will benefit you.

While an all-in-one solution may sound appealing, it may be overpriced if you do not require everything it provides.

After all, if you outsource your social media management, you won’t need to invest in a comprehensive solution. Consider the following features:

1-IVR

Any contact center must have IVR (Interactive Voice Responses). In most cases, inbound callers are greeted by automated responses.

These responses may include an acknowledgement of the call and an estimated wait time, an attempt to redirect to the website, or a prompt menu.

The ability to customize a prompt menu is especially useful for call routing because it allows the caller to narrow down the department before being connected.

This is useful if you only have one phone number, but it can also be used in smaller departments where different agents may have different specialties.

2. Skill-based call routing

Some systems will automatically route calls to the nearest available agent, but skills-based call routing is often more efficient in the long run.

IVR can help in some ways, but good contact center software will allow you to implement this strategy with more data. The dialed number, caller details (such as the number from which they are calling), and IVR responses can all be used to route the call to the appropriate agent.

For example, if you provide SaaS to businesses, you may discover that one particular business has a large number of employees and frequently calls in with complex questions.

Rather than routing them to the next available agent, call center software employs ACD (automatic call distribution) and recognizes the number they’re dialing.

This ensures that they are connected to a higher-tier support agent who is familiar with their history, resulting in a better customer experience.

This applies not only to those who are routed to specific agents, but also to those who have minor questions that can be handled more quickly at the lowest support level.

3. Voicemail or external routing

There will be times when no agents are available, unless you run a 24-hour contact center. A good system should be able to route calls to voicemail or, if you have a contract with one, an external call center.

Voicemail management should also be a part of call center software, in addition to routing. You should be able to choose how you want to be notified and customize the greeting. In this situation, email notifications can be helpful, especially when voicemails are left for a certain extension.

Many call center solutions let you visually sort voicemails by showing the caller ID, the time a message was left, and any other information it has access to.

This can make it much easier to respond to voicemails when you get to work the next day. You can sort them from oldest to newest or start with the ones you were expecting calls from.

4. Omni-channel support

The above features focus on phone calls, but contact center software should not. Most businesses employ a multichannel or omnichannel strategy, and their software should reflect this.

Rather than having a separate team handle website inquiries, live chat, email, social media, and phone calls, omnichannel support allows you to manage everything in one place.

This allows you to see a customer’s history with your company, which is useful because 70% of customers expect connected processes and 59% value personalized interactions based on their past history.

It also allows your agents to provide excellent customer service by allowing them to refer to previous correspondence on other platforms rather than having to start from scratch.

5. CRM integration

CRM (Customer Relationship Management) software is also essential, and call center software should be compatible with it. Instead of manually transferring data between the two, integration enables you to make the best use of all of your customer data.

This is especially useful if you have a ticketing system, regular callers with specific needs, or if you have centers in multiple locations. It can also be useful for predictive and automated dialing, utilizing data collected for an outbound campaign.

6. Cloud-based calling

Working from home is becoming more common, so your solution must be able to support a remote workforce. Cloud-based call center software eliminates the need for on-site servers and infrastructure, allowing your employees to access it from anywhere.

It also avoids local restrictions, allowing you to have phone numbers in multiple locations – ideal for a global market.

Cloud-based calling also allows you to scale much more effectively than a physical phone system, which means you can have more agents available on more lines during peak times without having to pay to keep those lines idle during quieter periods.

Internal communications benefit from this as well. Conferencing between remote workers can be enabled by a cloud contact center, regardless of their hardware or location.

7 Call Center Software for 2022

7. Outbound campaign management

If you have ongoing call campaigns, you’ll want a solution that can help. There are two key features to consider here: click-to-call and automatic dialing.

Click-to-call is exactly what it sounds like: instead of typing in each number you want to call and double-checking for accuracy, you can simply click and it will dial for you.

Automatic dialing takes this a step further by dialing the next number from a predetermined list as soon as an agent completes a call.

See also: Best Inbound Call Tracking Software

Auto dialers can even account for time zones and workday length to ensure that you only call at the appropriate time. Depending on where you are, the best call center software will be fully up to date on local regulations, which means you won’t have to manually ensure you’re in compliance.

These features save your sales team a lot of time and should be considered if outbound calls are your primary focus.

8. Reporting and analytics

However, contact center software can do more than just answer calls. Its ability to record metrics, analyze them, and generate reports is a great way to build a productive team. Some things to keep track of are:

  • Average call length
  • First call resolution rate
  • Agent idle time
  • Agent utilization rate
  • Call transfer rate
  • Average customer queue time
  • Call abandonment rate
  • Cost per contact
  • Hit rate (for outbound teams)

Some software can even integrate with apps that support natural language processing (NLP) in order to analyze text. This is especially useful if you want to know which problems are most frequently mentioned or which scripts are most effective at closing sales.

9. Call recording

Call recording may be useful in ensuring that you provide a high-quality customer experience. This allows you to go back over difficult calls to double-check the details of how something was resolved, as well as perform regular quality checks.

Call recording can also be used in other ways. Taking sample recordings can greatly improve the effectiveness of your training, and detailed analysis of recordings can provide valuable business insights.

10. Supervisor tools

Having empowered supervisors is one way to get the most out of your customer support team. A call center solution that includes a suite of supervisor tools is an excellent way to accomplish this, as it encourages real-time responses and assistance. Some tools to keep an eye out for are:

  • KPI monitoring
  • Team messaging
  • Listen, whisper, and barge-in features
  • Gamification
  • Work optimization reports

Call barging is an especially useful training tool because it allows supervisors to listen in on calls in real time, regardless of employee location. This prevents bad habits from forming and allows for much more immediate and personalized feedback.

Best Call Center Software

  • Hubspot
  • Vonage
  • Channels
  • Zendesk Talk
  • TalkDesk
  • Freshcaller
  • CloudTalk

1-Hubspot

  • Omnichannel support via Conversations inbox
  • Click-to-call
  • Automatic call logging

Hubspot is frequently regarded as a CRM solution rather than a call center solution. It does, however, have a plethora of tools that make it an excellent all-in-one software for use in your contact center.

With click-to-call capabilities and the ability to use CRM data to prioritize calls and set up a daily call queue, it’s especially well suited to sales teams. It also has email scheduling and live chat capabilities.

Its ServiceHub features a universal conversations inbox, as well as a help desk with automation and reporting – allowing you to convert queries into tickets and sort them accordingly.

While both of these are less traditional than many of the others on this list, the fact that they have free tools makes them worth testing if you need a sales or service solution.

Website: https://www.hubspot.com/products/service

2-Vonage

  • Agent-centred UX
  • Designed for Salesforce
  • Gamification options

Vonage, another cloud-based solution, provides full integration with Salesforce and other CRM systems. These are frequently integrated via their app gallery. It has omnichannel support, including chatbot support.

The admin portal, where supervisors can review recordings, set dialing restrictions, and customize dashboards, is one of its key features.

It also includes techniques for performance management and gamification. Call screening, dynamic call routing, and automatic dialing are also important features.

Vonage also has a mobile app that enables supervisors to manage workflow from any device, including smartphones and tablets.

While it integrates with many other solutions, the emphasis on Salesforce may be a disadvantage for businesses that do not use it, and it is clearly geared toward SMBs rather than large enterprises.

Website: https://www.vonage..com

3-Channels

  • Quick start for new agents
  • Integrates with ecommerce platforms
  • Mobile app

Channels, formerly known as ‘CrazyCall,’ is an app that allows you to manage your customer support. This is a desktop application that includes a click-to-call browser extension that allows you to streamline your approach to outbound campaigns.

The mobile app allows your sales team to work on the go – and in-bound calls are free, so the costs are low if you are waiting for a call back.

Inbound solutions such as IVR, call recording, and reporting are available. It is, however, clearly intended as a sales-calling platform and is best suited for outbound-focused teams rather than inbound support or internal conferencing.

Website: https://www.channels.app/

4-Zendesk Talk

  • CRM with dedicated call solutions
  • Omnichannel support
  • CTI toolkit allows for customization

Rather than being a cloud call center solution that integrates with CRM, Zendesk’s story begins with a CRM that now has a call center solution.

Zendesk Talk has all of the expected features, such as interactive voice responses, real-time monitoring, and call routing. The ability to retrieve information ahead of customer interactions makes it especially useful for teams with frequent callers.

One major benefit of Zendesk Talk is that you can start from scratch or integrate what you’re already using. It’s cloud-based, so you can get started quickly, and it has an app gallery to help you create a customized experience.

Website: https://www.zendesk.co.uk/talk/

5-TalkDesk

  • Automated workflows
  • Voice analytics
  • Agent-focused desktop

TalkDesk is one of the best call center software options for enterprise-level businesses because it can manage large numbers of agents and calls. It has a user-friendly interface, which allows agents to navigate easily, and it also supports Salesforce routing.

It’s also simple to gain insights from and improve agent productivity and customer satisfaction with AI voice analytics, granular reporting, and real-time context capture.

It’s not just for incoming calls; it also has a powerful outbound predictive dialer and the ability to create call prospect lists in a variety of ways.

Because of Talk Desk’s ‘clicks not code’ philosophy, it’s ideal for customer support teams that lack technical expertise but want to take advantage of AI benefits and advanced customer flow journeys.

Website: https://www.talkdesk.com/

6-Freshcaller

  • Five pricing tiers
  • Buy international, local, toll-free and vanity numbers
  • Mobile app

The free basic plan is one of FreshCaller’s main advantages. You must pay for both numbers and calls, but it can support an unlimited number of agents and includes inbound caller ID, desktop notifications, call notes, custom greetings, and call metrics. Unfortunately, this basic version does not support omnichannel.

The ability to mask numbers and purchase local, international, toll-free, and vanity numbers makes it especially useful for businesses whose sole focus is call-based, but the lack of omnichannel support at lower price tiers means it’s not ideal for those with an established multi-channel base.

It’s definitely worth it for small businesses and start-ups looking for a solid call-handling process and agent monitoring on a budget, but it’s not the best solution for larger organizations.

Website: https://www.freshworks.com/

7-CloudTalk

CloudTalk has a plethora of customizable features, making it ideal for businesses seeking complete control over their call center solution.

One of these features is the ability to create custom call queues and use ACD (automatic call distribution) to route calls to agents based on your own predefined rules.

You can take it a step further by allowing a preferred agent to take specific calls. That is, if a member of your sales team has an ongoing relationship with a client, they can be directed to them directly.

Other customizable features include personalized voicemails and greetings, which prevent your company from sounding generic and instead create a consistent brand experience.

Click-to-call, real-time customer information, and a predictive dialer are also included – though it’s worth checking their pricing plans because the lower tiers don’t have as many useful features.

Website: https://www.cloudtalk.io

Melissa Valentini

I am a journalist graduated from the University of New York. In addition, I write short stories and chronicles as a hobby. I currently write for the Techeneis.