Best Call Center Software in 2021 | Pricing & Features
Today, we live in a digital world thus it makes phone support crucial more than ever in customer service. That indicates that you need to have the best call center software to strengthen your support.
According to recent research, 48% of customers prefer to interact with companies on the phone. Moreover, 75% of people prefer human interaction for customer support.
Call centers play a crucial role in business no matter what is the size of your business.
Software powers call centers today. That indicates no costly hardware. You may utilize your existing phones and devices to run your call center.
How to Determine the Best Call Center Software For Your Business
We will be discussing some of the best call center software that is extremely versatile. There are so many distinct features and benefits at your disposal. But with all of these choices, how can you probably know which one is best for your company?
There are several factors that you should be assessing when making your decision.
1. Omnichannel Support
Any company in the market for call center software is likely interacting with customers across other channels as well.
Suppose you require to integrate those communication tools like email marketing, live chat, and social media into your call center software. It will enable your agents to better serve your customers’ requirements throughout every stage of the support process.
2. Call Center Type
What type of call center do you own?
Do you want the software to support inbound calls only? Or do your agents want outbound dialing abilities? Not each solution allows both.
The goal of these calls will also have an impression of the software you prefer. Some options are better for sales, while others are more suitable for customer support, troubleshooting, and ticketing.
The best call center software will combine with your CRM solution.
Some of the options on our list own full-service CRM systems as well. So you could probably get an all-in-one solution from the same provider.
You must have a fair understanding of how you’ll be charged for customer call center software. Not each company lists its prices online.
In most cases, you’ll pay based on a combination of usage and support agents. Most call center solutions have different plans for various features you need. Make sure to get one that best fits your needs and budget.
Analyze Quotes From The Best Call Center Software
Get matched up with the call center software that meets your particular needs.
Some of the Best Call Center Softwares Are As Follows:
1. Best overall contact center software- RingCentral Contact Center
- Excellent FOR SALES & SERVICE TEAMS
- 40+ ROBUST FEATURES
- 99.99% GUARANTEED UPTIME
- WIDE RANGE OF OPTIONS
RingCentral comes first on our list for any business seeking call center software.
It’s an excellent solution for both sales and customer service companies.
RingCentral Contact Center has over 40 robust features like intelligence routing, CRM integrations, and workforce management tools. You’ll also profit from administrative and management features like surveys, call recording, and analytics.
RingCentral is reliable, secure, and safe. They have a guaranteed uptime of 99.99%, and the software provides your agents with the ability to work from anywhere.
Here’s a summary of the RingCentral Contact Center plans:
- Inbound voice support
- Standard IVR and ACD capabilities
- Omnichannel support and integrations (email, chat, SMS, social media)
- Advanced IVR and ACD
- Inbound and outbound voice
- Predictive, progressive, and preview dialing
- Campaign management
You just need to contact the RingCentral sales team to get a quote for your business.
But as you can see, they have options for everyone. Smaller teams that only require solutions for inbound calls can utilize the Basic plan. If you need omnichannel inbound call center support, the Advanced option will be best for you. For both inbound and outbound calling, you’ll require the Ultimate plan.
RingCentral is an entrusted name in the VoIP phone and video industry. Their call center software is suitable with the high-level quality you’d expect from this provider.
2. Best call center software for remote and distributed teams-Cloudtalk
- GREAT FOR REMOTE TEAMS
- SMART IVR FEATURE GUIDES CALLERS TO WHERE THEY NEED TO GO
- STARTS AT $20 PER USER PER MONTH
- SALESFORCE INTEGRATIONS WITH THE EXPERT PLAN
Cloudtalk proffers remote-ready phone center services at a great price.
With over 2,500 call centers powered by Cloudtalk, They’re trusted by companies like Fujitsu, Mercedes-Benz, Booksy, DHL, and more. So you’ll be in great company if you utilize them.
They stand out because they enable you to operate virtual call centers from anywhere in the world. As the name infers, they leverage cloud technology to provide you with a secure calling experience.
Their automatic platform also incorporates a great dashboard that gives you insight into your consumer when their call is in the queue. This provides you a chance to anticipate their requirements before you even speak with them.
Cloudtalk’s Smart IVR is an outstanding feature. It is an interactive voice response system that routes calls to specifically the people who require to take them. You’ll also select language preferences and map out the customer journey with their drag and drop call flow designer.
Here’s a look at their yearly plans:
Starter — $20 per user per month
- Unlimited inbound and intercompany calls
- Click to call
- Automated call distribution
- Mobile app
- Unlimited call queuing
- International numbers
Essential — $25 per user per month
- All features in the Starter plan
- Advanced analytics
- Real-time client dashboard
- Integrations with other systems
- Open API
- Skill-based routing
- Smart queueing
- SMS messaging
- Workflow automation
Expert — $40 per user per month
- All features in the Essential plan
- Salesforce integrations
- Power dialer
- Smart dialer
- Call monitoring
- Account manager
- Speech to text
- Sentiment score
- Unlimited concurrent calls
Custom — Contact for pricing
- All feature in the Expert plan
- Custom onboarding
- Unlimited outbound calls
- Enterprise-level security
- Developer support
- Custom reporting
You can go with the Essential plan at a bare minimum. The integrations and analytics tools solely make it worth the extra five bucks per user a month. Overall though, this is a great investment for any remote or distributed teams.
3. Best call center software for support and automated ticketing – Zendesk Talk
- FREE LITE PLAN
- UPGRADES START AT $19/MO
- CLOUD-BASED SOLUTION
- INTEGRATES WITH ZENDESK SUPPORT
Zendesk Talk is a cloud-based call center solution that is made straight into the ticketing system for Zendesk Support.
Your agents will have access to the entire customer history and extra features like call recording and automatic ticket creation.
The software is intended to enhance your support process while dismissing unproductive tasks. Your agents can concentrate on solutions, micro conversions, and customers, as opposed to workflow bottlenecks.
Top highlights of Zendesk Talk cover:
- Inbound and outbound calling
- Custom greetings
- Local and toll-free numbers
- Browser-based calls
- Call forwarding to phones
- Call blocking
- Conference calling
- Group routing
- Callback from queue
- Inbound and outbound SMS
- Advanced analytics
- Real-time dashboard
- Call recording and call record permissions
Zendesk Talk has a broad range of plans for you to pick from. The list and features for each one are pretty extensive. Rather than providing you a complete overview of those, There is a brief of starting prices to give you an idea of the cost
- Lite — Starting at $0
- Team — Starting at $19 per agent per month
- Professional — Starting at $49 per agent per month
- Enterprise — Starting at $89 per agent per month
Zendesk gives a paid partner edition starting at $9 per agent per month. It is for every agent taking calls with Zendesk Support. To determine your usage rates, Zendesk Talk has a calculator tool that you can play around with.
4. Most simple contact center software for teams of all sizes-Freshcaller
- FREE 14-DAY TRIAL
- CLOUD-BASED SOLUTION
- WIDE RANGE OF FEATURES
- USED BY 6,000+ BUSINESSES
Freshcaller is call center software implemented by Freshworks. They’re another well-known, trusted, and built a name in the world of business solutions.
Like other Freshworks products, Freshcaller is a cloud-based solution that’s both easy and smooth. It’s comfortable for any business to practice, regardless of its size and technical expertise.
Over 6,000 businesses employ Freshcaller’s software for a call center. It’s practiced by inbound sales agents as well as customer support teams.
Pricing for Freshcaller is a bit different. You’ll pay a monthly rate for the plan you choose based on the features offered. But you’ll also pay per minute based on usage.
Let’s take a look at those plans first before we dive into the usage rates.
Sprout — $0
- Best for startups and freelancers
- Unlimited agents
- Basic call queues
- Custom greetings
- Forward to phone
- Custom ringtones
Blossom — $19 per agent per month
- Advanced queues
- Blind transfers
- Import bulk contacts
- BYOC (bring your carrier)
- Business hours
- Call masking and recording
- Custom voicemail, voicemail transcription, and voicemail drop
Garden — $40 per agent per month
- Advanced call metrics
- Agent extensions
- Conference calling
- Call monitoring
- Routing during non-business hours
- Virtual hold
- European and Australian data cent
- Click-to-call chrome extension
Estate — $59 per agent per month
- Abandoned call metrics
- Service level monitoring
- Omnichannel routing
- Custom agent status
- Answer bot
- Agent activity reports
- Call recording opt-in
From startups to developing teams and global companies, Freshcaller has a substitute for everyone.
Call rates are based on device (browser vs phone), country, and whether the call is incoming or outgoing. Incoming rates start as low as $0.016 per minute, and outgoing rates start at $0.022 per minute.
You can examine Freshcaller for free with a 14-day trial.
5. Best call center software for end-to-end customer experience-Talkdesk
- END-TO-END CUSTOMER EXPERIENCE
- OMNICHANNEL SUPPORT
- CUSTOMIZED SOLUTIONS
- USED BY 1,800+ BUSINESSES
Talkdesk has a broad range of products and solutions for businesses. The company gives tools and software for things like customer engagement, workforce engagement, and reporting.
The contact center software from Talkdesk is one of its most useful and most popular offerings. It’s marketed as an end-to-end customer experience solution.
It’s designed the match the requirements and expectations of the modern customer. These people have expectations when they contact your company. Talkdesk will assist you to enhance productivity while decreasing costs and improving the customer experience.
Top features of Talkdesk include:
- Outbound dialer
- Customer self-service
- Omnichannel support
- Agent desktop and mobile agent tools
- Call recording
- Integrations with Salesforce, Zendesk, Slack, Zoom, Microsoft Teams, etc.
- A virtual assistant
- Reporting and analytics
For the most part, Talkdesk is employed by businesses across some of the major industries. It covers retail, eCommerce, financial services, healthcare, travel, and hospitality.
Talkdesk has solutions based on call center type (sales, support, BPO) and business size (small, mid, enterprise).
Contact the Talkdesk sales team today for a quote.
6. Best contact center software for enterprise-grade security-8×8 Contact Center
- CUSTOMIZED SOLUTIONS
- OMNICHANNEL ROUTING
- REAL-TIME ANALYTICS
- IMPROVE AGENCY PRODUCTIVITY
The 8×8 Contact Center is ideal for omnichannel routing. Improve the customer experience from a single touchpoint.
Top features combine skills-based call routing, queued callback, web callback, and IVR (interactive voice response). 8×8 also owns inbound chat, email, and social channel contact solutions for your call center software.
You’ll also profit from real-time analytics and reports. This information is obtainable from any device. It shows customer journeys and waits times for every customer across all channels.
8×8 also encourages you to improve productivity. A private knowledge base, expert connect, easy interface, and comprehensive communication hub assures that all customer communication is controlled promptly and efficiently.
Your 8×8 Contact Center integrates with CRMs like Zendesk, Salesforce, Microsoft Dynamics, and more.
8×8 is the best solution for large businesses and enterprises. It has high-level features with a global reach.
The 8×8 Contact Center has excellent security. It’s compliant with HIPAA, FISMA, and more. 8×8 has tools to assure privacy for sensitive data entry fields as well.
You’ll require to contact the 8×8 sales team for a custom quote on your solution.
7. Best all-in-one contact center software-Five9
- ALL-IN-ONE CONTACT CENTER SOLUTION
- CLOUD-BASED SOLUTIONS
- WORK FROM ANYWHERE
- 2,000+ BUSINESS CUSTOMERS
Five9 is an all-in-one contact center solution.
The Five9 Intelligence Cloud Contact Center provides your customer service agents the ability and flexibility to work from anywhere.
Five9 is fully customizable. It’s made to satisfy the needs of your business, regardless of your size or industry. The software gives a crystal clear voice, strong security, and a 99.99% uptime rate.
The top characteristics and benefits of an all-in-one contact center software include:
- CRM integration
- Open platform APIs
- Call routing
- Omnichannel support
- Global voice
- Self-service tools
- Predictive dialing
Five9 has an extensive range of solutions based on the type of business you own. They present call center software for sales, telemarketing, customer service, collections, outsourcers, small businesses, medium-sized businesses, and enterprises.
The Five9 contact center is quick, safe, affordable, and easy to use. Contact their sales team to ask for a demo and get a custom quote.
8. Best call center software for outbound sales-CrazyCall
- 14-DAY FREE TRIAL
- PLANS START AT $11/MONTH
- MAKES SALES CALLS MORE EFFICIENT
- GREAT SOLUTION FOR SALES TEAMS
CrazyCall is one of the best call center solutions for sales teams. It extends auto-dialing features, call monitoring, call script, call transfers, click to call, and a callback widget.
Their features are customized to optimize your call center’s sales.
CrazyCall also provides solutions for eCommerce shops, small businesses, and support teams, but the sales features are still the highlight of this software.
Here’s an overview of the CrazyCall plans and prices:
Starter — $11 per month per user
- 200 free minutes per user each month
- 45 days of data storage
- 3 active projects
Team — $22 per month per user
- 500 free minutes per user each month
- 365 days of data storage
- Unlimited active projects
Professional — $45 per month per user
- 1,250 free minutes per user each month
- Unlimited data storage
- IP restriction
- Tailored reporting tools
- Unlimited calls to US and Canada
All plans come with a free phone number, API and integrations, and 24/7 customer support. The free minutes each month apply to 122 countries. Apart from that, calls to US landlines start at just $0.01 per minute.
You can seek a 14-day free trial.
Every business implementing phone support for customers can profit from call center software. From startups to enterprises and everything in between, these are the top call center software solutions on the market today:
- RingCentral Contact Center — Best overall contact center software.
- 8×8 Contact Center — Best contact center software for enterprise-grade security.
- Five9 — Best all-in-one contact center software.
- Cloudtalk — Best call center software for remote and distributed teams.
- Freshcaller — Simple contact center software for teams of all sizes.
- CrazyCall — Best call center software for outbound sales.
- Zendesk Talk — Best call center software for support and automated ticketing.
- Talkdesk — Best call center software for end-to-end customer experience.