15+ Best Call Center Software For 2024

Senior Writer: Dharmik Joshi

Published : March 10, 2023

Customer service can make or break a business. But have you ever wondered what goes on behind those customer interactions?

You’re not alone! In today’s environment, effective business communication is more important, especially for organizations trying to meet customer expectations.

Did you know that 76% of customers expect personalized interactions, which can be easily achieved through modern call center solutions? So, let me help you choose the best option for your business. Here are top 15+ call center softwares that will help your business grow.

16 Best Call Center Software for 2024

Based on our extensive research for 2024, we’ve compiled a curated list of the most effective call center software solutions available.

Important Note for Readers

The following call center software tools are presented in no particular order of ranking or popularity. They are independent selections made by our editorial team based on thorough research and publicly available information from various review platforms. Please keep in mind that software evolves over time, and many of the highlighted pros and cons may be addressed in future updates or versions. Always check for the latest features and improvements before making your decision.

1. CallHippo

CallHippo is a cloud-based phone system designed to improve business communications. It offers features like call routing, analytics, and IVR, enabling efficient customer interactions.

With instant setup in over 50 countries, CallHippo provides local and toll-free numbers, making it ideal for startups and enterprises looking to optimize their call center operations.

Key Features

• Customizable scripts
• Call tracking and analytics
• Interactive voice response (IVR)
• Call recording
• Smart DID routing
• Answering machine detection

Pros

• The software offers accurate call transcriptions, which are useful for record-keeping.
• The tool offers local and toll-free numbers in over 50 countries.
• It automatically converts calls into actionable data with speech analytics.

Cons

• Some users have experienced issues with call drops and system glitches.
• Users have noted glitches in mobile applications of the platform.

Pricing

• Basic: $0/mo
• Starter: $18/mo
• Professional: $30/mo
• Ultimate: $42/mo

*Pricing as of 21-10-2024

See what customers have to say about CallHippo

(4/5) Osric N.

“All over a good way to connect with other countries without getting spammed.” –

(4/5) Mohit Sharma 

CallHippo is useful for us as it provides an official and international calling number with calling fecality. This makes the corporate image better.

2. Five9

Five9 enables agents to be more effective on the phone, allowing them to sell more and provide better service. The system enables you to make data-driven decisions to accelerate your business by leveraging AI, analytics, business intelligence, and real-time reporting capabilities.

Five9 offers robust pre-built integrations with popular CRM solutions, including Salesforce, Oracle, Microsoft, Zendesk, NetSuite, and Velocify, to help agents provide better service.

Key Features

• Predictive dialing
• Workforce optimization tools
• CRM integrations
• AI-driven insights
• Omnichannel capabilities

Pros 

• The tool integrates easily with CRMs like Salesforce for a unified workspace.
• It provides LMS features to help agents learn faster with micro-training.
• The platform offers a low-code/no-code platform for creating custom workflows.

Cons

• Users have reported sporadic technical issues that can disrupt operations.
• The costs associated with integrating third-party applications are not clearly disclosed.

Pricing

• Digital: $175/mo
• Core: $175/mo

For further pricing information, contact the sales team.

Whitepaper Recommendation

For businesses, especially in retail, looking to understand how to navigate the next phase of customer service, check out Five9’s “Next Generation Retail Contact Centers” Whitepaper.

3. RingCentral

RingCentral is an all-in-one cloud-based communication platform that combines voice, video, messaging, and call center functionalities.

Known for its ease of use, it enables businesses to manage customer interactions and internal communication efficiently. It’s scalable, making it suitable for both small businesses and large enterprises.

Key Features

• Team messaging
• Video conferencing
• Call routing
• Multi-level IVR

Pros

• The platform offers a mobile app that makes it easy to make and receive calls from anywhere.
• Its multiple pricing tiers fit varying business needs, from small teams to enterprises.
• The platform offers an integrated webinar solution that supports up to 10,000 attendees.

Cons

• Users have reported significant difficulties when attempting to cancel their services.
• While using a mobile app, dropped calls and poor audio clarity are often experienced by the users.

Pricing

• Core: $20/mo
• Advanced: $25/mo
• Ultra: $35/mo

4. Talkdesk

Talkdesk is a powerful cloud-based contact center platform designed to enhance customer service with AI-driven tools.

It offers customizable solutions for businesses of all sizes, enabling efficient management of calls and interactions across multiple channels. Talkdesk excels in scalability, integration capabilities, and delivering seamless omnichannel customer experiences.

Key Features

• AI-powered customer service tools
• Customizable dashboards
• Predictive analytics
• Omnichannel communication
• Workforce management tools

Pros

• The platform offers an AI-driven virtual agent that can handle customer inquiries autonomously.
• The tool provides a single, intuitive interface for both agents and administrators.
• Talkdesk allows businesses to manage call volumes effectively with flexible staffing capabilities.

Cons

• Customization options for workflows and dashboards can be somewhat limited compared to competitors.
• To fully integrate the system into existing operations requires significant time and resources.

Pricing

• CX Cloud Digital Essentials: $85/mo
• CX Cloud Essentials: $85/mo
• CX Cloud Elevate: $115/mo
• CX Cloud Elite: $145/mo

5. NICE

NICE is a leading cloud-based contact center platform tailored for large enterprises, offering advanced AI-driven analytics and workforce optimization tools.

With robust omnichannel support, it streamlines customer interactions across phone, email, chat, and social media. NICE is ideal for businesses looking to enhance customer experiences and operational efficiency.

Key Features

• Omnichannel routing
• AI-powered analytics
• Workforce optimization
• IVR and ACD
• CRM integration

Pros 

• The platform uniquely combines voice, email, chat, social media, and messaging into a single platform.
• It offers advanced workforce management tools that include forecasting, scheduling, and performance monitoring.
• The tool allows users to create highly customizable reports and dashboards.

Cons

• Some users have reported sporadic performance issues during peak usage times.
• Pricing can be intricate and varies significantly based on features and usage levels.

Pricing

• Essential Suite: $135/mo
• Core Suite: $169/mo
• Complete Suite: $209/mo

6. Genesys Cloud

Genesys Cloud is a comprehensive cloud-based contact center solution designed to unify customer interactions across voice, chat, email, and social media channels.

Known for its scalability and flexibility, it offers AI-powered automation, real-time analytics, and workforce management tools, making it ideal for businesses aiming to deliver exceptional customer experiences.

Key Features

• Omnichannel communication
• AI-Powered capabilities
• Self-service options
• Microservices architecture

Pros 

• The platform offers a rapid deployment of new features and enhancements, with over 400 updates released annually.
• The tool has incorporated AI throughout its platform, providing predictive analytics and intelligent routing.
• It allows non-technical users to create and modify workflows using an intuitive drag-and-drop interface.

Cons

• While the platform offers low-code options for basic modifications, more complex customizations may require significant technical expertise.
• The pricing model can be intricate, with costs fluctuating based on usage metrics such as the number of users or minutes used.

Pricing

Contact the sales team for pricing details.

7. Aircall

Aircall is a cloud-based phone system designed for modern business teams. It enables users to make and receive calls, send SMS, manage contacts, configure automated call flows, and analyze call data, all through an easy-to-use web and mobile interface.

With seamless integration into popular CRM and helpdesk systems like HubSpot, Salesforce, and Zendesk, it empowers teams to manage customer interactions efficiently.

Key Features

• Intelligent call routing
• Voicemail-to-text transcription
• Team collaboration tools
• Call queuing

Pros

• The platform has over 40 native integrations with business apps like Salesforce, Zendesk, HubSpot, and more.
• It enables users to analyze data and metrics in real-time to optimize the customer experience.
• The tool provides an intuitive cloud phone system accessible from anywhere through web and mobile apps.

Cons

• Unlike some competitors, Aircall does not support sending or receiving SMS messages through its phone numbers.
• Users have reported sporadic issues such as incomplete call history downloads or missed notifications for incoming calls.

Pricing

• Essentials: $30/license
• Professional: $50/license

8. Zendesk 

Zendesk Talk is a feature-rich cloud-based contact center software integrated with Zendesk’s customer service platform. It offers instant setup for phone numbers, voicemail, and text messages, ensuring seamless customer interactions.

With embedded voice capabilities, businesses can add a call button to their mobile app or browser, providing customers with an easy way to contact support.

Key Features

• Automated call routing
• Call monitoring
• Voicemail
• Mobile access
• Customizable IVR

Pros

• With over 1,500 pre-built applications available, Zendesk allows businesses to quickly customize their systems.
• The platform offers a fully customizable help center that allows creation of branded self-service portals.
• The platform allows users to build online communities for feedback and engagement.

Cons

• Users often report that generating accurate and reliable reports is cumbersome.
• While the platform offers customization options, many advanced features require coding skills or third-party developers.

Pricing

• Suite Team: $55/mo
• Suite Growth: $89/mo
• Suite Professional: $115/mo

9. Freshdesk

Freshdesk is a cloud-based helpdesk and contact center platform designed to streamline customer support operations.

With features like ticket management, automated workflows, and multichannel support (email, phone, chat, and social media), Freshdesk helps businesses provide efficient and personalized customer service. It’s ideal for teams seeking scalability and user-friendly tools.

Key Features

• Ticket management system
• Automated workflows
• SLA management
• AI-powered chatbots
• Collaborative team inbox
• Customizable dashboards
• Self-service portal

Pros

• The platform offers an AI-powered assistant that automates ticket categorization and suggests responses.
• The tool allows businesses to create tailored self-service portals where customers can find solutions independently.
• It includes a feature that prevents multiple agents from working on the same ticket simultaneously.

Cons

• It requires technical knowledge to configure advanced features effectively.
• Users have reported that the platform can experience slowdowns or lag when handling a high volume of tickets.

Pricing

• Growth: $14/mo
• Pro: $51/mo
• Enterprise: $82/mo

10. Nextiva

Nextiva is a robust cloud-based communication platform offering voice, video, and messaging services, along with advanced call center functionalities.

Designed for businesses of all sizes, it provides features like call analytics, auto-attendants, and CRM integration. Nextiva is ideal for improving customer engagement and streamlining internal communication processes.

Key Features

• Auto-attendant
• Call analytics
• CRM integration
• Call recording
• Team messaging
• Video conferencing
• Voicemail to email transcription

Pros 

• The platform’s call pop functionality provides agents with instant access to customer information before answering a call.
• The tool offers unlimited internet faxing as part of its service.
• The platform features an extensive range of automation options, including voicemail-to-email notifications.

Cons

• The tool caps video meetings at 45 minutes in the basic plan, which may not be sufficient for businesses that require longer sessions.
• Users have reported that the mobile app does not offer the same features as the desktop version.

Pricing

• Digital: $20/mo
• Core: $30/mo
• Engage: $40/mo
• Power Suite: $60/mo

11. 8×8

Formerly known as Virtual Office, 8×8 call center software has an excellent record for connectivity. It offers one voice, video, and chat solution across devices, making handling customer queries easier.

8×8 combines call recording, call conferencing, and self-attendance features to meet the needs of small and medium businesses with a business phone system.

Key Features

• IVR (Interactive voice response)
• Video conferencing
• Team messaging
• Call recording
• Call queuing

Pros

• The platform offers unlimited calling to over 48 countries with its higher-tier plans.
• The tool supports video conferencing for up to 500 participants without requiring additional upgrades.
• With a strong service level agreement (SLA), the platform guarantees exceptional reliability.

Cons

• Users must set up extensions before using the 8×8 Work app, which can lead to delays and confusion.
• There are limited advanced features as compared to the competitors.

Pricing

Contact the sales team for further pricing details.

12. Avaya

Avaya is a leading communication platform that provides cloud-based and on-premise solutions for contact centers and unified communications.

Known for its robust features like call management, IVR, and workforce optimization, Avaya is ideal for enterprises looking to improve customer interactions and enhance internal collaboration through reliable, scalable technology.

Key Features

• Call management
• Interactive voice response (IVR)
• Workforce optimization
• Video conferencing

Pros

• The platform offers a variety of deployment models, including on-premise, cloud-based, and hybrid solutions.
• It has robust disaster recovery capabilities that ensure business continuity and automatically reroute the calls.
• The tool has built-in video conferencing and team messaging features.

Cons

• Setting up and configuring Avaya systems can be intricate and may require external consultants.
• Certain advanced features may require frequent vendor support for troubleshooting and maintenance.

Pricing

Contact the sales team for further pricing details.

13. CloudTalk

CloudTalk is a cloud-based call center software designed to improve customer communication for businesses of all sizes. It offers features like call tracking, automated workflows, and integrations with popular CRMs.

With its user-friendly interface and advanced analytics, CloudTalk helps teams improve customer interactions and streamline support processes effectively.

Key Features

• Multi-channel communication
• Team collaboration tools
• Customizable call queues
• Callback requests
• IVR (Interactive Voice Response)
• Automated workflows
• CRM integrations
• Call recording

Pros

• The tool offers local, mobile, and toll-free numbers from over 160 countries.
• It can automatically detect and display local numbers based on the recipient’s country.
• The platform includes a unique callback feature that automatically redials until the agent connects with the customer.

Cons

• The setup process can be complicated for users unfamiliar with VoIP systems.
• Users have reported difficulties integrating CloudTalk with certain CRM systems.

Pricing

• Starter: $25/mo
• Essential: $30/mo
• Expert: $50/mo

14. Dialpad

Dialpad has an easy-to-use interface that allows you to personalize your phone system to meet your specific business requirements.

Dialpad VoIP call center software integrates with popular business technologies such as Google Workspace, Microsoft 365, Salesforce, and others, allowing you to build a comprehensive business phone system.

Key Features

• Customizable IVR
• Multi-channel support
• Automatic call distribution (ACD)
• Video conferencing
• Team messaging
• AI-powered call transcription

Pros

• The tool offers local, mobile, and toll-free numbers from over 160 countries.
• The platform allows businesses to set up a dictionary that can add or delete brands, keywords, or other important terms to train Dialpad’s AI.
• The call history center on the platform allows users to filter calls based on purpose or keywords.

Cons

• Users have reported limited control over certain aspects of customizations.
• Some reviewers have noted occasional interface issues, such as difficulty detecting new text messages or voicemails effectively.

Pricing

• Standard: $27/mo
• Pro: $35/mo

15. Vonage

Vonage is a versatile cloud-based solution offering VoIP services, video conferencing, and messaging solutions for businesses.

Known for its robust API capabilities, Vonage empowers organizations to integrate voice and messaging into their applications, increasing customer engagement and collaboration across teams, regardless of location.

Key Features

• Voicemail management
• Auto-attendant
• Video conferencing
• Team messaging
• API integration
• Call routing
• Call recording

Pros

• It includes built-in video conferencing features that allow users to host meetings directly from the platform.
• The tool offers unlimited domestic calling and business SMS/MMS.
• The platform combines voice, video, messaging, and collaboration tools into one integrated platform.

Cons

• Some customers have found the cancellation process convoluted and time-consuming.
• Users have noted that they often deal with different account managers over short periods.

Pricing

Contact the sales team for further pricing information.

16. LiveAgent

LiveAgent is a comprehensive customer service platform that combines helpdesk, live chat, and call center functionalities into one solution.

With features like ticket management, real-time chat, and multichannel support, LiveAgent enables businesses to streamline customer interactions and improve response times.

Key Features

• Agent collision detection
• Agent ranking
• Automated ticket distribution
• Canned messages (Macros)
• Contact groups
• Email templates
• GIFs in tickets

Pros

• The platform boasts one of the fastest chat widgets on the market, loading in just 2.5 seconds.
• The tool utilizes a hybrid ticketing system that combines various communication channels into a single ticket for each customer issue.
• Users can create fully customizable customer portals that house knowledge-based articles, FAQs, and forums.

Cons

• Users cannot link support tickets to knowledge base articles directly within the ticket interface.
• Once a user is transferred to a live agent, they cannot return to the virtual agent flow if the call is not answered.

Pricing

• Small business: $9/agent
• Medium business: $29/agent
• Large business: $49/agent
• Enterprise: $69/agent

“Customer service shouldn’t just be a department; it should be the entire company.” – Tony Hsieh, CEO of Zappos.

Why Call Center Software Is Important?

Call center software is no longer a luxury but a necessity in today’s customer-driven world. The right virtual call center software allows businesses to streamline communication, manage calls, and ensure that customers have a positive experience.

Whether you’re handling inbound or outbound calls, call center platforms improve productivity by offering automation, call routing, and analytics tools.

With a centralized system, businesses can respond to customer inquiries quickly, maintain consistent service quality, and reduce operational costs.

Types of Call Center Platforms

There are different types of call center calling software, each designed to cater to specific business needs. Understanding the various types can help you choose the right software for your business:

1. Cloud-based Call Center Software

Cloud-based call center software is hosted online, allowing agents to access the system from anywhere with an internet connection. It’s ideal for businesses looking for flexibility and scalability without significant upfront costs.

Benefits

• Cost-effective as it eliminates hardware costs.
• Accessible from anywhere, making remote work feasible.
• Easily scalable without extra infrastructure.

Challenges

• Requires a stable internet connection.
• Security concerns can arise if the provider has weak safeguards.

Example: Aircall is a well-known cloud-based call center platform that allows businesses to manage all their customer interactions seamlessly from the cloud.

2. On-premise Call Center Software

On-premise call center softwares operates through in-house servers, providing businesses with complete control over their systems. This type ensures enhanced data security and is ideal for organizations needing to integrate with legacy systems.

Benefits

• Complete control over security and data storage.
• Customizable to suit specific organizational needs.
• Better performance for handling large call volumes.

Challenges

• Limited flexibility for remote agents.
• Maintenance and upgrades require internal IT support.

Example: Avaya is a leading on-premise call center solution that provides advanced customization, particularly for enterprises handling large call volumes.

3. Inbound Call Center Software

Inbound call center software focuses on managing incoming calls  from customers, making it ideal for customer support teams. It comes equipped with tools that help route calls efficiently and improve customer service.

Benefits

• Improves customer service by providing quick resolutions.
• Increases agent productivity through intelligent call routing.
• Helps businesses monitor and optimize call performance with analytics.

Challenges

• It might not meet the demands of sales teams for outbound calling.
• It requires careful setup of call routing systems to avoid bottlenecks.

Example: Zendesk Talk is a great inbound call center platform that seamlessly integrates with Zendesk’s CRM tools.

4. Outbound Call Center Software

Outbound call center software is designed for sales and marketing teams to reach out to leads, customers, and prospects. It often includes automation features like predictive dialing and call scripting to improve efficiency.

Benefits

• Increases productivity by automating repetitive dialing tasks.
• Helps agents focus on high-value leads through lead scoring.
• Provides insightful analytics to track campaign effectiveness.

Challenges

• Potential legal risks if compliance with telemarketing laws is not managed.
• High volume calling may irritate customers if not executed strategically.

Example: Five9 is an excellent outbound call center platform known for its powerful predictive dialing and outbound automation features.

Suggested Read: : Inbound vs Outbound vs Blended Call Center

5. Omnichannel Call Center Software

Omnichannel platforms provide a unified system to manage customer interactions across multiple channels, such as voice calls, emails, live chat, social media, and SMS. These platforms help create a seamless experience for customers, regardless of the channel they use.

Benefits

• Creates a seamless customer experience across all touchpoints.
• Increases efficiency by enabling agents to handle multiple channels.
• Helps businesses track customer behavior across platforms.

Challenges

• More complex setup and management compared to single-channel solutions.
• It may require additional training for agents to handle multiple channels efficiently.

Example: Talkdesk is a leading omnichannel call center platform offering seamless integration across phone, email, live chat, and social media channels.

Key Features to Look for in Call Center Software

When selecting call center software, there are essential features that your business should prioritize:

• Call routing: Efficiently manage call flows and distribute calls to appropriate agents.
• IVR (Interactive Voice Response): Automate call handling with menus and prompts.
• Call recording: Monitor calls for quality assurance, training, and compliance.
• CRM integration: Seamlessly integrate with your customer relationship management system.
• Omnichannel support: Provide consistent customer experiences across multiple channels (phone, email, chat).
• Workforce management: Schedule shifts, manage time off, and track agent performance.
• AI-powered features: Leverage AI for tasks like automatic call transcription, sentiment analysis, and predictive routing.

Things to Consider While Choosing the Best Call Center Software

Selecting the right call center software can be challenging. Here are some factors to consider:

1. Business Size & Needs: Assess whether you need a simple or comprehensive solution based on your business size.
2. Budget Constraints: Determine your budget and find software that fits within it while meeting your needs.
3. Integration capabilities: Consider compatibility with your existing systems and tools.
4. Customer support: Evaluate the quality and responsiveness of the vendor’s support services.
5. Security: Ensure the software has robust security measures to protect sensitive customer data.

Writer’s Advice

As someone who’s tested multiple platforms, I recommend starting with a trial period or demo. This helps you gauge the software’s interface and determine if it meets your business requirements. Don’t forget to involve your team in the testing process since they’ll be the ones using the software daily.

Final Thoughts

In summary, investing in the right call center software is a game-changer for businesses seeking to improve customer interactions. By prioritizing ease of use, scalability, and features tailored to your needs, you can improve both agent productivity and customer satisfaction.

Keep in mind that simple call center software should integrate seamlessly with your existing tools, offering the flexibility needed to scale your business efficiently.

Updated : November 13, 2024

Dharmik Joshi

Dharmik Joshi is a seasoned writer with a strong background in business management and content marketing. With hands-on experience in creating content for VoIP and telephony solutions, he has developed a keen understanding of the technical and business aspects of these technologies. Dharmik ensures that complicated ideas are communicated in an engaging and clear way, having helped to the introduction of various VoIP products.

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