The 10+ Best Call Center Software for 2023

Delivering exceptional customer service is crucial for business success today. An efficient call center operation enables companies to provide helpful, personalized support across every customer interaction. However, running an effective call center requires more than just knowledgeable agents – it demands the right technology.

Call center software provides tools to manage inbound & outbound customer calls, boost agent productivity, mine customer data, and optimize the overall customer experience. Besides, the ability to route calls, monitor interactions, and analyze performance makes call center software essential for managing a call center.

Whether you’re looking for a new call center software solution or want to upgrade your existing one, this blog is for you. We’ll discuss the top 15 call center solutions for businesses of all sizes. Let’s get started!

15 Best Call Center Software for 2023

There are a lot of call center systems out in the market today, and when choosing the best call center software, you must know your requirements and the features you need.

You must then determine what type of call center apps you need. For example, if you need a call center to attend to incoming calls and provide customer support, you require an inbound call center.

On the other hand, if you need a call center for cold-calling leads and marketing, you are looking for an outbound call center. Let us now have a look at the best 15 call center software to improve efficiency:

1. CallHippo

Callhippo best call center software provider

CallHippo is the leading virtual call center solution provider for businesses of all sizes. Whether you want to deliver a smooth customer experience or improve your agents’ sales capabilities, CallHippo has specific features for each goal.

CallHippo contact center software integrates with 100+ apps, including Shopify, Zapier, Freshdesk, and HubSpot, which can automate your call center processes. Its IVR (Interactive Voice Response) system allows you to share important and relevant messages with customers while they wait in the queue.

Features

Seamlessly record calls for quality and training purposes
Leverageinsights into call metrics and trends to make informed decisions
Listen to live calls to ensure quality and compliance
Unify customer data and interactions with CRM integration
Forecast, schedule, and track agent adherence with workforce management
Support customers viavoice, email, chat, and social with omnichannel
Adhere to regulations like PCI and HIPAA with compliance features
Guide agents during calls with customizable scripts
Gauge customer experience with satisfaction surveys
Convert calls into actionable data with speech analytics
Enable agents towork from anywhere with mobile capabilities
Connect with other software through APIs and integrations
Monitor performance with user-friendly dashboards
Automate call routing with interactive voice response menus
Distribute calls efficiently to agents withautomatic call distribution

What People Say About Us

Jeetesh H.

The network is really good. Tried other platforms in the past, but the call network used to break a lot. Like the way international calls immediately get connected.

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2. Vonage

Vonage is one of the best call center software companies for businesses such as hospitality and travel, logistics and transportation, retail, real estate, marketing, law firms, insurance, financial Institution, and accounting.

It provides robust functionality to virtual teams, call centers, and branch offices. Besides, it has several advanced features, such as a virtual receptionist, call monitoring, customizable call routing, call recordings, video conferencing, and traffic prioritization.

Pros

Enjoy unlimited calling and messages to connect without restraints
The user-friendly interface makes it easy to use even without technical expertise
Advanced features like auto-attendants, voicemail transcriptions, and SMS enable robust communication
Superior voice quality makes your calls sound professional on every line

Danny D.

Vonage provides VOIP numbers and helps my organization's sales team to reach out to many Businesses without any hassle. Their admin rights and dashboards allow me to create a team and provide extensions to my own team and assign numbers and see their call records and access the call analytics easily.

Cons

The basic plan doesn't allow connecting desktop phones, limiting hardware options.
Advanced features like call recording and analytics provide helpful business insights but come at a high cost.
Enterprise-level capabilities may not suit small or budget-conscious companies.

Jessica C.

The service wasn't 100% reliable. It costs more a month than we were originally told. There is a contract - so you are locked in.

3. Dialpad

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

This call center management software also has a call-switching feature that allows users to seamlessly switch calls from a desktop to a smartphone or tablet or from one carrier to another. With Dialpad, you can quickly port your business phone number from your current provider to your virtual phone service provider.

Pros

An excellent customer support team is available to promptly handle any issues.
Built-in artificial intelligence powers helpful functionalities like automated attendants and instant transcription.
The user-friendly phone application makes making and receiving calls on the go easy.

Melissa G.

Happy with my experience with DialPad. Easy to implement and maintain. Love the ease of use, reporting, and C-STAT scoring. All around a great system. Would recommend it for any size call center - large or small.

Cons

The call quality can sometimes be poor, with lagging, echoes, or background static.
Certain areas of usability, like desktop app navigation, need improvement for a fully seamless experience.
The desktop application is prone to freezing which disrupts workflows.

Brandi R.

It could be ideal for certain businesses or teams with all iPhone users, but for our small team, it was not ideal. I was constantly having issues on my Android, and there was no way to "ask first" or transfer a call back to myself if my team member couldn't answer.

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4. RingCentral

RingCentral call center system provides access to various pre-installed features such as call handling, BYOD (bring your own device), text messages, fax, voice calls recording, etc. It also allows integration with well-known business tools and services, including Salesforce, Zendesk, Google, and Dropbox.

The call center software is extensively guarded with multiple layers of security, including bi-coastal Tier 1 data centers for cloud hosting, physical and biometric security, system hardening, 24/7 monitoring, and failover technologies.

RingCentral–one of the best call center software solutions in the market, has three products to offer– RingCentral MVP, RingCentral Video, and RingCentral call center. Each product has different pricing plans based on the services you select and the number of users.

Pros

The mobile app makes it easy to make and receive calls from anywhere.
It integrates with popular business apps like Salesforce for workflow continuity.
Its multiple pricing tiers fit varying business needs, from small teams to enterprises.
It has built-in analytics that provides insights into call data to improve customer service.

Verified RingCentral User

I really appreciate the ease of use of the product. It gives me multiple options for calling, video meetings with colleagues and clients, and customization.

Cons

There can be significant delays during calls leading to a poor experience.
The automated attendant functionality has limited customization options.
The support system is not very responsive, leading to long resolution times.

Verified RingCentral User

Customer service at RingCentral is not good at all. I would not recommend signing up for RC if you think you need any support, and good luck if you need them to credit anything back. We switched back to our old provider, so I would not recommend RingCentral.

5. Five9

Five9 call center platform 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. Besides, the system’s Intelligent Routing function ensures that every call is routed to the appropriate resource at the right time, every time.

Pros

It has an easy-to-use interface across desktop and mobile apps.
Five9 integrates with CRMs like Salesforce for a unified workspace.
Thanks to its distributed servers, it has excellent call quality and reliability across regions.
The LMS features help agents learn faster with micro-training.

Rory B.

I found that it was easy to learn how to build and run the system through their online documentation and classes, and I have very few problems building out new campaigns or IVR scripts because of the general simplicity of the platform.

Cons

Its auto-attendant options don't provide enough customization.
There are inconsistencies between desktop and mobile apps.
Pricing is higher than competitors for the features offered.

Verified Five9 User

Really difficult to find any call recordings with their antiquated reporting system. No way for calls to route to cell phones as well as the VOIP system, so there are lots of missed sales calls.

6. Google Voice

Google Voice is a free VoIP calling service that provides users with a virtual phone number for placing and receiving calls. Key benefits include voicemail transcription, call screening, online faxing, and texting capabilities.

While it lacks advanced features tailored for business use, Google Voice can be a cost-effective solution for solopreneurs, small teams, and personal use. Users can integrate Google Voice across multiple devices with iOS, Android, and web access apps.

Pros

It provides a free phone number to use for calling and texting.
Voicemails are transcribed and emailed for easy access.
The mobile app enables making VoIP calls over WiFi or data.
It has call-screening features to avoid unwanted calls.

Loren Piel

I really appreciate how Google Voice forwards calls and texts directly to my mobile phone and computer, allowing me to stay connected with clients without needing a receptionist. The voicemail transcription is especially useful, as it emails me message transcripts so I get client information promptly without needing to sort through numerous recordings.

Cons

Call quality is inconsistent depending on the internet connection.
The desktop app lacks some key functions compared to the mobile.
Advanced features like call routing and recording require upgrading to a paid plan.

Andrew Voirol

There has not been much innovation with Google Voice since its initial release - it lacks native CRM integration, call recording, virtual auto-attendants, strong SMS features, and ongoing support from Google.

7. Grasshopper

Grasshopper is a VoIP phone service that enables small businesses to get a virtual phone number and system. Its key features include call forwarding, auto-attendant, unlimited extensions, and integration with CRMs like Salesforce.

Grasshopper aims to provide growing teams with enterprise-grade capabilities through a simple, affordable platform. Plans range from a low-cost solo tier to a premium tier with unlimited calling. However, if you’re a rapidly growing business, you might not enjoy Grasshopper in the long run due to its limited advanced features.

Pros

Custom voicemail greetings allow businesses to craft professional messages for callers.
Multi-platform support enables using the service across devices like desktop and mobile.
24/7 support is available in every plan for timely issue resolution.
All features are included in every plan, so you get complete capabilities regardless of tier.

Amber S.

Grasshopper allows me to use my very own cell phone as a work phone day in and day out. It can plug in and work with Slack and Hubspot to channel all the call information to our CRM to collect the data. What I love most is that every voicemail comes with a written transcription so that I do not have to listen to every voicemail if I do not have the time. It also allows texting with customers and several lines to be added for our support team. My supervisor is also able to monitor the texts and calls that come through.

Cons

It offers limited internal collaboration tools that restrict team coordination capabilities.
There are few integration options to connect with other business software.

Robert K.

When switching numbers, there was a huge delay in when the forwarding would actually become active. Features to ring certain numbers at certain times were confusing and time intensive.

8. Nextiva

Nextiva is a simple-to-use and the best contact center software that can be installed and used on both your phone and on-premise. The application allows you to interact and communicate with your employees, partners, and customers through different channels, including phone calls, emails, chats, conferences, and messages.

Nextiva’s suite of advanced features enables customer support teams to automate repetitive communication processes and instead focus on consumer engagement. With virtual workspaces, video conferencing, mobile apps, and feature-rich cloud PBX, Nextiva call center tracking software gives small businesses and organizations a competitive advantage.

Pros

Nextiva offers powerful call analytics to gain insights from customer interactions.
The mobile app enables sales teams to make calls from anywhere and log interactions.
It has excellent reliability and uptime even during peak usage times.
Setting up call flows and auto attendants is straightforward with an intuitive visual editor.

Fox F.

Everything is in one place. I like the fact that I can get the calls in a variety of ways: desktop, app, or ringing on my device. Other competitors are lacking. Also, I like how with the new TCR requirements for texting, Nextiva realizes sole proprietors use conversational texts and does not require registration. RingCentral was a long, drawn-out process that took weeks, all while having clients wondering why they couldn’t reach me.

Cons

A lengthy onboarding process
Not an affordable option for small business owners

Windy D.

This service is glitchy and frustrating at EVERY turn. From the transfer of our numbers from our previous provider to the day-to-day functionality of the mobile app. There has hardly been a single week that has gone by where something has not gone wrong.

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9. 8×8

Formerly known as Virtual Office, 8×8 call center management 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

This contact center software lets you forward office calls to your cell phone. Besides, you can easily resolve customer queries with intercompany chat and collaborate with your team with web, video, and audio conferencing.

Pros

The unified platform combines chat, video conferencing, and voice capabilities.
Dynamic auto-attendants provide customized call routing options.
8x8 integrates with business software like Salesforce, Zendesk, and NetSuite.
The mobile app enables employees to collaborate from anywhere.

Jason M.

I like the ease of use as it's a program and service I feel everyone can use. I'm in IT, so these things come easily to me. Some users are not very computer literate and can use the 8x8 Work application and traditional desk phones with ease. It works with the Polycom handsets we have and seamlessly transfers the calls from the Work app to the handset or vice versa. I also like the training videos that 8x8 has to offer. They are a great resource that I can refer end users to in order to get the help that they need. I'm able to help people help themselves, which is very important to me.

Cons

Some users find the admin console outdated and unintuitive.
Limited API capabilities restrict custom integrations and workflows.

Verified 8x8 user

Calls are frequently dropped, or connections are unstable despite quality wifi connection. Improving the parody between 8x8 VCC and the softphone would drastically improve our functionality.

10. Bitrix24

Bitrix24 is an all-in-one call center system provider. With Bitrix24, you will get a phone system, messengers for social networks, and free live chat for your website. It also has in-built CRM and marketing automation tools.

Bitrix24 call center software is available in both the cloud and on-premise. You can customize the software as you find necessary. API and REST API are available, so you can create your own integrations. Also, you can create quotes and invoices and email marketing from the platform.

Pros

Bitrix24 VoIP system is cost-effective, offering affordable calling rates and reducing communication expenses.
It provides an integrated platform, seamlessly combining VoIP with team collaboration tools for increased efficiency.
With mobile accessibility, Bitrix24 VoIP enables communication on the go, fostering remote work capabilities.

Cheikh B.

It allows you to manage the history of contacts or prospects and store them. The communication is unified, so everything is managed in one platform, such as project and sales management.

Cons

Some users have reported reliability concerns, experiencing occasional service outages that affect call quality and availability.
Bitrix24 lacks certain advanced features in dedicated VoIP systems, limiting its capabilities.
Customer support response times for technical assistance are slow.

Verified Bitrix24 User

The UI is the worst! It's not intuitive at all. No matter how long you use it, you will still end up confused trying to find different options on the platforms. Also, the analytics is not easy to use and configure.

11. Verizon

Verizon contact center software lets businesses manage calls with features like call forwarding, voicemail, on-hold music, and mobile capabilities. However, it is one of this list’s most expensive call center programs.

It has a virtual assistant that allows customers to self-select who they need to talk to. It can automatically forward calls to a pre-set number to help you maintain service during a power outage. This call center management system lets you seamlessly transfer calls between your IP and mobile phones.

Pros

Verizon offers excellent mobile apps, ensuring convenient communication on the go.
Users can enjoy a free line for 2 years when bundling with Fios, saving costs.
It provides a good range of features, enhancing productivity and collaboration.
Verizon supports voicemail transcription, making it easier to manage and organize messages.

Erica P.

Makes interaction between departments very helpful and user-friendly to use. I like that it has a reminder feature where you can schedule meetings/callbacks over the phone.

Cons

You cannot use your phone hardware with Verizon, limiting flexibility.
The system lacks 3rd-party integrations, potentially hindering seamless workflows.
Sound quality is not up to the mark, leading to potential communication issues.

Verified Verizon User

The mobile app is flaky and drops calls. It needs a long way to go to be a trusted and stable product.

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12. Avoxi

Avoxi call center software helps small, medium, and large enterprises streamline their customer service and sales operations. It has a centralized dashboard that allows you to track inbound calls and sales acAvoxi’ss using KPIs (key performance indicators).

It lets you route calls to the right recipient through automated prompts and dialpad. And send the voicemails for missed calls to your email inbox along with a transcription of the message. Besides, Avoxi’s SIP trunking feature ensures secure call routing, amazing voice quality, and affordable SIP termination.

Pros

Avoxi VoIP system offers a very good clarity of recording and phone connection, ensuring high-quality communication with clients.
Avoxi offers advanced features like call recording, forwarding, and interactive voice response (IVR) systems.
With a user-friendly interface and easy setup process, Avoxi simplifies the management of virtual phone numbers for businesses.

Nikunj G.

We have been using Avoxi for more than 7 years now. It has been one of our best decisions to move to Avoxi. Earlier, we used to face a lot of connectivity and call drop issues, but since we moved to Avoxi, everything has become very smooth and helped our team to provide better customer service.

Cons

The admin portal of Avoxi is less user-friendly, potentially making management and configuration more challenging.
Users have reported low voice quality with Avoxi, which may impact the overall communication experience.
Avoxi VoIP systems may have software compatibility issues, leading to potential integration problems with existing systems.

Jasmine T.

Their sales & support are in the EST time zone, so for Asian and other countries, you have to wait for the USA to open, and then only you will get support; for us, it was a 12-hour difference.

13. OpenPhone

OpenPhone provides a business phone system optimized for mobile teams. It enables professionals to unify business calls, SMS, and contacts into a single smartphone app. Key features include a unified business line, call handling, SMS marketing, intelligent call routing, voicemail transcription, and integrations with business tools like CRM, calendar, and email.

OpenPhone aims to simplify and enhance business communication and collaboration for mobile-first teams. Its intuitive interface and seamless experience help teams connect with customers efficiently across voice, text, and data.

Pros

It offers real-time collaboration with features like call transfer, voicemail sharing, and team chat.
OpenPhone provides flexible phone management with the ability to set specific business hours, customized greetings, and more.
It increases mobility since the system works seamlessly across smartphones, tablets, and computers.
OpenPhone has international calling capabilities to over 40 countries directly from the app.

Kulbir S.

I have been a user of OpenPhone for the past three years, and I have always been impressed with its affordability and functionality. Their pricing plans are incredibly reasonable and provide excellent value for their services. What sets OpenPhone apart is its modern app user interface - it is intuitive, user-friendly, and seamlessly integrates with my daily operations. The unlimited calls and SMS within the US and Canada make it an unbeatable choice for businesses like mine operating within these regions.

Cons

It has limited phone customization compared to other virtual phone systems.
It requires syncing contacts from multiple sources rather than natively integrating them.

Verified OpenPhone user

The app is unable to use contacts stored on the phone on Android. It tries to force you to rely on syncing with a Google account for all your contacts. Not using phone contacts is the entire point of a phone app, isn't it? I will not be using a Google account for my business contacts just so I can use this app. This makes the app useless for me, and I already regret porting my number over and paying them $10 a month.

14. Zendesk

Zendesk Talk is a feature-rich cloud-based call 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.

The system centralizes conversations, allowing agents to handle calls, voicemails, and texts alongside emails, chat, and social messages in a unified space. Besides, Zendesk Talk enables quick call management, jump-starting calls with a user-friendly cloud-based voice solution.

Pros

Zendesk Talk provides advanced call center features like call routing, monitoring, and analytics to optimize the customer experience.
It integrates calls with Zendesk Support ticketing and the help desk workflow for unified customer support.
The system offers omnichannel engagement with voice, chat, email, and social media support in one platform.
Zendesk Talk has robust reporting and analytics to evaluate call metrics and agent performance.

Verified Zendesk User>

Zendesk Talk makes supporting customers faster and easier by consolidating all their requests into one ticket, reducing wait times with smart routing, and streamlining ticket assignments to qualified agents. With Talk, our team can deliver organized, efficient customer service.

Cons

Some users may encounter occasional system glitches or outages.
Zendesk's pricing tiers might not suit the needs of all businesses.
Advanced customizations in Zendesk Talk might require technical expertise or assistance.
Integrating Zendesk Talk with other existing systems might require additional time and effort for smooth workflows.

Verified Zendesk User

Configuring the IVR in Talk requires toggling between multiple tabs, which feels tedious, and the system lacks key options like stopping recordings for payment data or enabling callback features.

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15. 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.

The key features of Aircall include a customizable virtual phone number, intelligent call routing, team collaboration tools, voicemail-to-text transcription, and over 40 native integrations with popular business apps like CRM, help desk, accounting tools, and more. Aircall aims to be an all-in-one voice solution to consolidate essential calling capabilities and provide enhanced visibility into customer interactions for global, remote-first teams.

Pros

Aircall provides an intuitive cloud phone system accessible from anywhere through web and mobile apps.
It offers call management features like auto-attendants, voicemail transcription, and routing to streamline call handling.
The platform has over 40 native integrations with business apps like Salesforce, Zendesk, HubSpot, and more.
Aircall enables users to analyze data and metrics in real-time to optimize the customer experience.

Christian Nico M.

Aircall is very easy to use. It only needs to be configured once. It is so easy to troubleshoot for audio issues and loads fast, which I admire about Aircall. I once used a softphone that loads for 30 minutes, which was exhausting. I also love how it is straightforward to navigate the buttons. I would say it is very user-friendly. Not too many buttons, and this works best for me.

Cons

Aircall lacks traditional landline features like fax, intercom, and paging capabilities.
The call quality can be inconsistent due to reliance on internet connectivity.
Customization is limited compared to on-premise phone systems.
Upfront costs are minimal, but monthly fees can add up for larger teams and more features.

Verified Aricall user

Inbound calls are an absolute joke. If you have a team with extensions, run FAR away. You cannot put people on hold to attend another call. I canceled the service during my trial, but the sales rep pushed me for "a longer trial," aka duped me into the annual agreement.

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Conclusion

Investing in modern call center technology is a key step to streamlining operations, facilitating seamless communication, and delivering top-notch customer experiences. Don’t let outdated systems hinder your support capabilities. Companies can unify their teams, leverage actionable insights, and foster lasting customer relationships by implementing one of these best contact center solutions.

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FAQs

What is contact center software?

Contact center software is a technology solution businesses use to manage and streamline customer interactions across various communication channels, such as phone, email, chat, and more. It helps companies provide efficient customer support, sales, and service.

How does call center software work?

Call center software integrates with telephony systems and other communication channels to route incoming calls and messages to available agents. It also provides tools for call recording, monitoring, reporting, and analytics to optimize call center operations and customer interactions.

How much does call center software cost?

Call center system costs typically vary based on features, scalability, and the number of agents using it. It can range from $50 to $1500 per rep per month, with additional costs for add-on features, customization, and support services.

How do you choose a call center software?

To choose the right call center system, consider your business needs, budget, scalability, integration capabilities, & customer support options. It’s essential to evaluate different software options, request demos, and gather feedback from your team to make an informed decision that aligns with your specific requirements.

Rohit Rajpal

Rohit Rajpal is an accomplished content writer with nearly 5 years of experience in the SaaS industry. He is passionate about staying up-to-date with the latest trends and best practices in the field. In addition, Rohit’s expertise in SEO enables him to craft blogs, case studies, and whitepapers that not only drive traffic but also generate leads.

15 Best Call Center Software Solutions