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Senior Writer: Supriya Bajaj
Date: April 30, 2024Choosing from a variety of call management systems can lead to confusion. If you’re unsure about how to select the best call management app for your team, this blog will provide complete insight into the selection process.
Small firms may effectively manage incoming calls by utilizing one of the top call management solutions. These systems assign the appropriate agents to handle customer inquiries, capture and review interactions, and present metrics that gauge and enhance team performance. It’s crucial to pick the correct platform. 52% of businesses use phones as their primary means of communication tool.
What Is a Call Management System?
Call Management System is a solution that organizations employ to manage incoming calls and route them to the right agent. The performance of the call center, the performance of the queue, and the performance of the agent may all be measured using the real-time and post-event reporting that call management systems offer.
Systems for managing calls can include a combination of a company’s routing procedures, procedures, and tools. To reduce client waiting times, they can be integrated into a single platform with a consolidated omnichannel desktop.
"There being a wide range of call management apps in the market, it can become difficult to decide which one would best suit your requirements. It is advisable to carefully evaluate the top call management solutions and make decisions wisely. Evaluate which business call management system makes your customer experience and call management process convenient, and then take the final call. "
How Do Call Management Systems Work?
A call management system intelligently routes calls across telephone systems by using calling features and specified parameters or criteria. Call queues, search groups, and interactive voice response (IVR) are a few of these features.
There are three primary forms of call routing, and depending on the type of routing involved, the rules the software employs to direct calls will vary. The three kinds are as follows:
- Time-based routing: Depending on the time, inbound calls are routed to a particular location. For instance, incoming calls received after hours are routed to voicemail or call centers abroad.
- Skills-based routing: Calls are routed to the agent best equipped to help the customer guarantee a high first-call resolution (FCR) rate. This could be the team member who closes the most deals or who has in-depth product expertise. For instance, instead of requiring a call transfer from customer service, calls for product repair will be directed straight to the repair crew.
- Round-robin routing: Calls are evenly allocated among agents as they come in. As a result, there won’t be any huge lines for certain agents, and everyone will have the same number of calls to manage. This is a well-liked and simple call dispersal technique.
For a more effective workflow, these three call routing options are frequently integrated and used in tandem. However, call routing isn’t the whole picture. Call management solutions are well-liked because they also track, handle, and analyze calls to give you the information you need to make wise business decisions.
Top Features of a Call Management System
Numerous aspects of a call management system might assist a company in developing a fantastic customer communication strategy. Some of the key characteristics are as follows –
1. Call Tracking and Monitoring
The key industries using call tracking and monitoring are customer service and telecommunications. Call tracking verifies that each agent is promptly returning calls from customers and following up. Monitoring a marketing campaign’s return on investment and looking up customer information is also helpful.
2. Remarketing
Reaching out to both current and potential clients is crucial. Businesses can use remarketing to inform clients about new items, the best qualities of existing products, and numerous other offers. A company can use these characteristics to reconnect with lost consumers by sending them SMS messages, posting on Facebook, and other means.
3. Call Recording
Call recording is a must for all businesses in order to improve and regulate the quality of the calls. Additionally, it can be used to critique each agent’s performance, and the best ones can serve as examples of how interactions should be conducted. It enhances the client experience and offers staff members sufficient motivation and development.
4. IVR
IVR is a crucial component for boosting the operations of enterprises. Enterprises, particularly call-centric enterprises, can guarantee constant availability with this feature, which is essential for growth. Calls are routed to the agent’s phone number using an IVR, lowering the possibility of missing calls outside of business hours.
5. Real-Time Updates
When you miss a call, a call management system with alerting capabilities will automatically remind you. In a similar vein, you can create customized reminders to guarantee prompt follow-ups.
6. Call Analytics
CRM software integration enables you to maintain a record of customer information. Businesses may access comprehensive information on all incoming and outgoing calls thanks to the call analytics tool.
It provides information on the overall number of calls, caller demographics, peak times, etc. Businesses can effectively optimize their calls as a consequence.
7. Live Call Transfer
When problems are resolved quickly, customers are happier. The efficient live call transfer of customer service. One agent can transfer a call to another via live call transfer without cutting the connection off. As a result, clients are happier because they don’t have to wait.
You May Also Read : Call Center Management: Strategies, and Best Practices
10 Best Call Management Systems
The following are some of the best call management systems that you can check out. Compare these call management systems by their distinctive features, pros and cons, and pricing.
| Brand Name | Rating | Key Features | Pricing |
|---|---|---|---|
| CallHippo | Call forwarding Call recording Voicemail Text messaging | Basic: $0 Bronze: $16 /month Silver: $24 /month Platinum: $40 /month | |
| 8×8 | Unlimited calling in the US and Canada Auto attendant Music on hold Voicemail Team messaging Hot desking Call queues | X2: $24 X4: $44 | |
| Nextiva | Auto attendant Hold music Mobile app and desktop app Video conferencing Audio-only conferencing Advanced IVR systems Caller ID | Essentials: $18.95 Professional: $22.95 Enterprise: $32.95 | |
| RingCentral | Business phone or toll-free numbers Unlimited calling within the US and Canada Business SMS IVR | Core: $20 Advanced: $25 Ultra: $35 | |
| Google Voice | Voicemail transcripts Unlimited text messaging in the US Multi Level auto attendant Personalized voicemail greetings Audio & video conferencing Integration with Google Meet & Calendar | Starter: $10 Standard: $20 Premier: $30 | |
| Vonage | AI virtual assistant High-definition call quality Unlimited calling and text messaging on all plans Free video conferencing | Mobile: $14.99 Premium: $24.99 Advanced: $34.99 | |
| Grasshopper | Unlimited free calls in Canada and the US Offers toll-free numbers Custom greetings Call forwarding | Solo: $26 Partner: $44 Small Business: $80 |
After extensive research and analysis, we have curated a list of Call Management System. These softwares are carefully selected based on usability and satisfaction scores, including features, ease of use, customer support, ratings, and reviews from SoftwareSuggest, G2, and Capterra. Our aim is to assist businesses in identifying the most suitable software to streamline their operations.
1. CallHippo
CallHippo is a call management system that helps businesses streamline their communications with an intuitive virtual phone system. The next-generation business phone system, CallHippo, enables you to communicate with your clients. CallHippo has sophisticated features like Power Dailer and Automatic call dispersal while still being simple to use.
To enhance customer interactions, it offers capabilities including voicemail, call forwarding, and IVR. CallHippo also offers call analytics, which can assist companies in understanding their clientele and creating marketing strategies. CallHippo offers high-end customer service operations.
Features
- Call park
- Call recording
- IVR (Interactive Voice Response)
- Call forwarding
- Local Phone Numbers & Toll Free Number
- Call Distribution
Pros
- CallHippo offers a free usage package for small businesses and startups.
- The configuration is quick and uncomplicated.
- CallHippo can be easily and quickly integrated.
- CallHippo can be conveniently accessed through desktop and mobile app.
Cons
- There are instances where connections break, which can be annoying.
Pricing
- Basic: $0
- Bronze: $16
- Silver: $24
- Platinum: $40
2. 8X8
A cloud-based call center solution, 8×8 provides a range of capabilities to assist companies in managing their call centers. It is one of the best call management software. By making it simpler to manage routine or recurrent client inquiries and intelligently routing calls based on the most qualified agent for faster, more effective call resolution, 8×8’s intelligent routing system aids organizations in improving and expanding their self-service choices. This call management software perfectly meets the requirements of small businesses.
Features
- Unlimited global calling
- Quality voice encoding
- Auto attendant
- Call Recording
- Presence detection
- Business SMS and texting
- Video collaboration
Pros
- The platform is easily scalable based on company’s requirements.
- 8x8 offers affordable pricing solutions for growing businesses.
- 8x8 offers customizable features that adapt to different needs.
Cons
- Setting up the system at higher stages might take some time.
- It could take some time to completely understand and utilize the system.
Pricing
8×8 offers several pricing plans, including:
- X2: $24 per user per month
- X4: $44 per user per month
- X6: $85 per user per month
- X7: $110 per user per month
- X8: $140 per user per month
3. Nextiva
Nextiva combines corporate applications, information, and automation with communications. This facilitates communication and fosters closer relationships between businesses and their clients.
With its wide selection of collaboration and communication capabilities, Nextiva might be able to serve as the core center for a company. Video and audio conferencing, several video meeting rooms, and simple one-on-one messaging for team members are all provided by Nextiva. The call management features offered by Nextiva are very helpful for small businesses.
Features
- Call recording
- Call tracking
- Data monitoring
- Multiple integrations
- Easy to manage customer data
Pros
- The cloud-based Nextiva can handle all of your incoming calls, irrespective of the volume.
- Without any adapters, Nextiva can secretly record any call placed using your phone system.
- Up to 250 people can participate in video conferences with Nextiva.
Cons
- Few believe Nextiva's customer service is its greatest strength.
- With minimal administration tools and a lack of security measures, Nextiva is not a platform that is particularly scalable.
Pricing
- Essential Plan: Ranges from $17 to $24
- Professional Plan: Ranges from $21 to $28
- Enterprise Plan: Ranges from $31 to $38
4. RingCentral
Among the unified communications services provided by RingCentral’s cloud-based platform are video conferencing, e-faxing, and team communications. Businesses with remote or hybrid teams, numerous locations, or international phone numbers might consider RingCentral. Additionally, it’s a smart solution for businesses that require phone, chat, and video communication channels.
Features
- Call Recording
- Multiple integrations
- International calling
- Virtual phone numbers
- Call forwarding
- Call routing
Pros
- Complex business regulations are supported by RingCentral.
- The audio quality is of the highest level.
- Software is supported by a variety of hardware and computers.
Cons
- The desktop program cannot be used to make calls.
- RingCentral gives out frequent software update notifications that are difficult to ignore or cancel.
- Setting it up and rolling it out to the team takes a long time.
Pricing
- Essential Plan: $19.99
- Standard Plan: $27.99
- Premium Plan: $34.99
- Ultimate Plan: $49.99
You May Also Read : 13 Best Call Center Phone Systems [With Pros & Cons]
5. Google Voice
Users can place and receive calls, send text messages, and forward calls using Google Voice, a VoIP phone service. This cloud-based phone service is well-liked by individual customers. Google Voice makes it easy to manage incoming business calls on mobile devices.
Features
- Call screening
- Call blocking
- Voicemail transcriptions
- Advanced call-screening
- Caller ID conceal
Pros
- Users can track their usage easily with Google Voice.
- Google Voice offers free unlimited texts.
- Users can listen to their voicemails in real-time.
Cons
- Google Voice offers texting only for USA users.
- Google Voice doesn’t offer toll-free numbers.
Pricing
- Starter: $10
- Standard: $20
- Premier: $30
6. Vonage
A commercial phone system, Vonage provides call center software solutions to growing businesses. Leaders of contact centers can understand, manage, and improve the client experience with the aid of the software. A transceiver box that is connected to a landline jack is what Vonage uses to perform its voice-over-internet phone (VoIP) service. You can use either your regular phone or a special phone that Vonage provides with the service.
Features
- Screen sharing
- White-boarding
- Call routing
- Virtual phone system
- Team messaging
- Virtual number for international calling
Pricing
- Mobile plan: Starts at $19.99 per line per month
- Advanced plan: Starts at $39.99 per line per month
- Call recording on-demand: Provides 15 hours of storage and costs a monthly $4.99 per user
- Company-wide feature: Includes 500 hours of storage (total) for $49.99 per month
7. GrassHopper
GrassHopper provides desktop and mobile applications. Users can place and receive calls using the apps from landlines, mobile devices, or PCs. Custom greetings, one or more phone numbers, and an immediate response text message capability are all included with Grasshopper service plans. Your current home, cell, or business phone service is compatible with Grasshopper. Both inbound and outgoing calls can be placed using the desktop and mobile apps.
Features
- Toll-free, vanity, and local numbers
- Manage inbound and outbound calls
- SMS texts
- Extensions
- Inbound fax
- Call forwarding rules
- Call blasting
Pros
- Users can easily modify call forwarding functions.
- Its desktop and mobile apps are easy to use.
- Grasshopper doesn't impose any additional fees when users add as many users to their account as required.
Cons
- In comparison to other VoIP phone services, Grasshopper has less functionality. It doesn't provide international texting, call recording, or video conferencing.
- There aren't many integrations available for users of Grasshopper.
Pricing
- True Solo Plan: $14/month
- Solo Plan: $26/month
- Partner Plan: $44/month
- Small Business Plan: $80/month
8. OpenPhone
OpenPhone excels as a call management system, tailoring its call management software for small businesses. This comprehensive solution includes intuitive apps, enhancing communication with features such as call routing and voicemail. Ideal for streamlined interactions, OpenPhone ensures businesses efficiently handle calls, fostering seamless communication.
Features
- Group calling
- Custom ring orders
- Call transfers
- AI call summaries and transcript
- HubSpot and Salesforce integrations
- Phone menus
- Analytics and reporting
- Auto call recording
Pros
- The call routing feature enhances communication efficiency.
- Efficient management of SMS and text messages.
- Responsive customer support is available.
- The system is user-friendly, easy to set up, and features an intuitive interface.
Cons
- The service is relatively expensive.
- It cannot transfer outgoing calls.
- The inability to transfer outgoing calls is a limitation of the system.
Pricing
- Standard: $15/month
- Premium: $23/month
- Enterprise: Contact sales
9. DialerHQ
DialerHQ is a leading business call management system providing sophisticated call management software for small enterprises. Their platform facilitates efficient call handling, offering advanced features like intelligent call routing to optimize communication. DialerHQ empowers businesses to manage calls seamlessly, enhancing overall operational efficiency.
Features
- Power & predictive dialer
- Automatic machine detection
- Industry-leading call connect rates
- Compliance call recording
- Skill-based call routing
- Multiple-level call transfer
- Call tagging
- Voice broadcasting
- CRM integration
- Call analytics
Pros
- DialerHQ offers an all-inclusive platform that empowers users to place calls and send messages to contacts across the globe at cost-effective rates.
- Affordable subscription plans on DialerHQ cater to different budget requirements.
- DialerHQ offers efficient call management services, incorporating call queuing and routing features.
- Real-time DialerHQ monitoring provides supervisors with valuable insights into agent performance and call progress.
Cons
- Some functionalities may require additional integrations.
- DialerHQ operates in a cloud-based environment, depending on stable internet connectivity.
- This free app lets you make phone calls on the internet for free, but only for a short time.
Pricing
- Essential: $0/user/month
- Bronze: $7.99/user/month
- Silver: $11.99/user/month
- Platinum: $19.99/user/month
10. Aircall
Aircall stands out as a top-tier call management app tailored for small businesses. Renowned for its comprehensive call management system, Aircall offers cutting-edge software solutions. With advanced features like intelligent call routing, it ensures businesses handle calls effortlessly, promoting effective communication. Aircall’s commitment to enhancing call management makes it an invaluable tool for businesses seeking streamlined and efficient communication solutions.
Features
- Salesforce integration
- Mandatory call tagging
- Advanced analytics and call monitoring
- Queue call back
- Power dialer
- Unlimited outbound calls
- Custom analytics
- Custom onboarding
Pros
- Enable real-time call assignment to ensure no missed customer calls with in-app smartphone routing
- Share contact details and call information across teams for complete visibility
- Build automated workflows like intelligent call routing to boost productivity
- Integrates seamlessly with popular CRMs and tools like Salesforce, Slack, and Chorus.AI
Cons
- Occasional performance glitches needing improvement
- Limited customization options to tailor platform needs
- Slow customer support response times that should be addressed
Pricing
- Essentials: $30/user/month
- Professional: $50/user/month
- Custom: Contact sales
You May Also Read : 13 Best Call Monitoring Software For 2023 Reviews & Pricing
How to Choose the Right Call Management System?
While having a call management system is a fantastic idea, make sure to pick a provider who can meet your company’s demands and requirements. The best call management systems should have the following key features:
1. Reliability
Keep in mind that a reputable call management system supplier has to offer outstanding phone routing in addition to a consistent presence with a dependable phone carrier.
Make sure to inquire, particularly regarding the dependability of their services. A reputable service provider will not hesitate to address the worries and inquiries of customers.
2. Onboarding process and customer service
Additionally, during the implementation phase of your call management system, your team should have access to specialized customer care from your chosen supplier.
Throughout this process, especially when it comes to comprehending your data, a trustworthy representative should be able to lead your team. Keep in mind that all of your research is useless unless you use it to create goals that you can actually achieve.
3. Industry knowledge
Make sure to select a seller of a call management system who specializes in your sector. Additionally, pick a supplier who can generate confidential data that contrasts your company with your rivals.
This will enable you to set benchmarks and give you ample assurance that your agents will comprehend your goals and objectives.
4. Pricing
Each vendor of call management systems will undoubtedly have different pricing ranges. Find a vendor who can offer you a pricing structure based on the nature of your requirements and your call management goals.
Conclusion
The top call management tools allow you to handle queries, quickly assign calls to team members, and record discussions for enhanced agent performance evaluation. The top call management tool that you choose should be in tune with your business needs. Check out what advanced features they offer. This CRM integration would have a positive impact on your business. Compare the Call management apps listed above in order to get a clear idea and take your own sweet time to choose the final one.
FAQs
1. What is a call management app used for?
Incoming and outgoing call handling is made easier for businesses by call management software. Calls are tracked, caller information is gathered, and calls are forwarded to the appropriate party. Data, time, or location can all be used by call management software to disperse calls. After hanging up, it can also automatically record call information.
2. How do you know if your calls and messages are being monitored?
There are a number of indicators that spyware may be used to track or hijack your phone, including:
- Phone freezes or abruptly turns off
- Background noises in calls
- New, unknown apps on your device
- Phone works slower than usual
- Coded text messages
3. What is call management routing?
A call management function called call routing automatically routes incoming calls to the best ring groups, departments, queues, or agents. Software for contact centers and telephony frequently includes call routing. Without putting the caller on hold, it can manage several incoming calls and instantly route them to other phones.
4. How much does a call management system cost?
A call management system’s price is determined by the provider and the functionality you require. On-premise solutions need more money upfront to buy and install the hardware. If you already have hardware that functions with a software upgrade, a complete station may cost less than $1,000.
Supriya is a highly skilled content writer with over 8 years of experience in the SaaS domain. She believes in curating engaging, informative, and SEO-friendly content to simplify highly technical concepts. With an expansive portfolio of long-format blogs, newsletters, whitepapers, and case studies, Supriya is dedicated to staying in touch with emerging SaaS trends to produce relevant and reliable content.
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