In the business world, handling every task manually can be difficult. There’s too much to do, from managing customers on the phone, mail, and live chat, to social media. To make this task easier, call center software has been introduced. It improves customer support via communication platforms and contributes to scalability and productivity. The software also makes managing customers easier. It is possible with workflow automation, interactive voice response, call recording, and more. Who wouldn’t want software that provides so many features? But it’s important to know which software is the best. If you want to know about the best call center software, along with their features, read the blog. 

What is Call Center Software?

A call center software is a solution useful in automating inbound and outbound calls. Along with a voice-based solution, the software features, auto-dialer, follow-up reminders, and IVR integration. Many software programs omni-channel to manage all communication from one platform. Furthermore, the software is useful in business process outsourcing, healthcare, automotive, and hospitality. The main calling software features are automatic call routing, recording, transcription, and more. 

Types of Call Center Software

1. In-bound Call Center Software

In this software type, the focus is on handling the incoming calls of customers. Automatic call distribution is important as it helps customers solve their queries. The agents handle customer support (airing complaints or making requests) and technical help. It features agent routing, IVR, call monitoring, and queuing. 

2. On-bound Call Center Software

In this software type, the focus is on handling the outgoing calls of customers. It helps the teams in managing and automating tasks. These tasks include dialing numbers, call recording, and more. Furthermore, it is useful for generating leads, increasing sales, and running telemarketing campaigns. 

3. Cloud Based Call Center Software

Cloud-based call center is one of the best types of call center software, which is helpful for the sales team. With this software, the host can access the server from anywhere. However, a stable internet connection is required for this software. It allows businesses to connect with customers through a web-based platform.

4. On-premise call centers

On-premise call centers are the type of call center where the business has all the control. Moreover, all the software and hardware are handled within a company’s infrastructure. It means the organization controls the servers and data. It demands high investment and maintenance.

5. Virtual Call Center Software

This software allows businesses to manage their customer service remotely. It is a calling software for a call center because of its usefulness for distributed teams. It offers various features, like VoIP, cloud storage, and a tracking system. 

5 Best Call Center Software

1. Nextiva

Nextiva is a cloud-based call center solutions software. It offers customer services, like 24/7 support through phone, live chat, and email. It makes the software best for midsize businesses. Furthermore, Nexvita allows integration with review sites and social media. It features omnichannel support, customer profiles, interactive voice response, reporting, and analytics. It also allows you to create a call queue with the help of a drag and drop menu. Nexvita connects the contact list to the X, Instagram, and Facebook. 

Pros	Cons
Interactive voice response	Voice call recording is not available in the core plan
Integrates with review sites and social media	No free trial
Competitive pricing	Limited SMS option

Pricing:

Digital: $20/user/month

Core: $30/user/month

Engage: $40/user/month

Power Suite: $60/user/month

2. Dialpad

Dialpad is a tool designed with advanced AI features. The features include sentiment analysis, agent coaching, and more. The software is mainly used for outgoing calls, call routing, and CRM integrations. It applies useful practices and tracks customer satisfaction. The Dialpad features are conversational AI chatbots, agent assist, omnichannel support, and call monitoring. It also allows you to customize your phone with IVR and call queue features. With a premium plan, the software can integrate with digital channels, such as email, SMS, Facebook, and Instagram.

Pros	Cons
Best AI features	More expensive than its competitors
User friendly design	Digital channels are available in the premium version
Unlimited inbound and outbound domestic calls	Basic plans have limited features

Pricing:

Standard: $15/user/month

Pro: $25/user/month

Enterprise: Custom pricing

3. Aircall

Aircall is a calling software for a call center that offers features that are useful for sales. It improves phone-based customer communications. The top features this software offers are automated tasks, tracking KPIs, and setting up a call center in minutes. It also provides customer services with phone and email. The software is best for call monitoring, CRM integrations, and interactive voice response. It also has tools, such as shared inbox, call comments, and call assignment. It is the best tool useful for team collaboration. 

Pros	Cons
Phone features are easy to use	Offers 3 license minimum
Easy to set up	Only 1 local or toll-free number
Unlimited outbound and inbound domestic calls	Connection problems can occur

Pricing:

Essentials: $30 /license

Professionals: $50 /license

4. JustCall

JustCall is a cloud-based call center solution software useful for sales and support. It offers premium features, like auto dialer, call routing, voicemail drop, and more. JustCall is best for all call management processes. Furthermore, it can be easily integrated with help desk, business tools, and 100+ CRMs. The tool is best to use for custom workflow, call routing, bulk SMS, and analytics. It also allows access to business phone numbers in more than 70 countries.

Pros	Cons
Offers a variety of tools	Advanced features are available in premium plans
Competitive pricing	Integration needs to improve
User-friendly interface	Software lags sometimes

Pricing:

Essentials: $19/user/month

Team: $29/user/month

Professionals: $50/user/month

Business: Custom

5. CloudTalk

CloudTalk is the best inbound call center software to resolve customers’ issues. It is best to use for skill-based call routing, post-call tagging, CRM integration, and more. It offers many customizable features that offer a call center solution. The customizable features include personalized voicemails and greetings. Other features it offers are click-to-call, real-time customer information, and call queue messages.

Pros	Cons
Excellent customer service features	Desktop version is not satisfying
Ease-of-use	Tech support response times could be improved
Advanced reporting and analytics	Premium plans are expensive

Pricing:

Starter: $25 per month

Essential: $29 per month

Expert: $49 per month

The Last Line

Call center software is important for businesses as it improves scalability and productivity. It eliminates the manually handling task into an automated one. It involves the help of AI capabilities. The software offers features like auto-dialer, follow-up reminders, and IVR integration. It is of different types, such as inbound, outbound, cloud-based, on-premise, and virtual. The best calling software for a call center is Nextiva, Dialpad, Aircall, JustCall, and CloudTalk. 

Frequently Asked Questions (FAQs)

Ques: Which software is used for call centers?

Ans: The best software useful for call centers are Nextiva, Dialpad, and Aircall.

Ques: What is CRM in a call center?

Ans: The CRM in call center stands for customer relationship management. It is a tool agents use to maintain the relationship with customers. 

Ques: What are the different types of call center systems?

Ans: The different types of call center systems are inbound, outbound, cloud-based, on-premise, and virtual.

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