13 Best Call Center Software Of 2021 (Ranked and Compared)

13 Best Call Center Software Of 2021 (Ranked and Compared)
Last Updated on August 21, 2021 by Adam Enfroy

Talking to a stranger on the phone may not sound as complicated as it really is. Especially if it is a potential customer and you have to make the best impression possible.

Being on a phone call for sales or customer support there is a ton that your brain has to process already.

Some of the obvious things that will likely happen on a call are… First off, you will need a VoIP service provider in order to take the call properly. Second, you are going to need some type of live chat software functionality so you can further assist your customers.

Having a call center software platform that actually works will take a tremendous amount of burden off your customer support staff or sales team.

With that out of the way let’s get into my curated list of the best call center software tools.

What Is The Best Call Center Software?

Here are my picks for the best call center software on the market.

Table of Contents

1. Nextiva.

Best For Small Businesses

Nextiva Homepage

Nextiva is a fuss-free and beginner-friendly business communication tool. An omnichannel platform for contacts, productivity apps, AI, and automation- you can choose different plans and settings depending on the scale of your business/enterprise.

This call center software tool offers eight points of presence and carrier-grade data centers, making it a secure and reliable solution. I also appreciate the award-winning 24/7 monitoring and security system, which implies that your issues are solved faster yet efficiently.

Thanks to its drag-and-drop phone setup and Call Flow Builder, your business will be ready to receive calls in record time.

Features:

Nextiva is jam-packed with useful features like VoIP, IVR, call queuing, helpdesk, call routing, and more.

Let’s take a quick glance at some important features of Nextiva:

  • Helpdesk software
  • Sales CRM
  • Free toll-free, virtual voicemail, and auto attendant
  • One-click conference calling
  • Audio conferencing
  • VoIP conferencing with call recording
  • Screen share and file sharing
  • Real-time call tracker
  • Workflow automation
  • Call Pop
  • Customer experience management
  • Integrations with Microsoft, Google, and more

Pricing:

Nextiva Pricing Page

The pricing plans of Nextiva are staggered across four tiers, which cater to different sizes and types of businesses. It offers a 7-day trial of the Essential plan, whereas all other plans are accompanied by a detailed demo.

1. Essential Plan at $18.95/month

  • Unlimited voice and video calling
  • Unlimited internet fax
  • 24/7 customer support

2. Professional Plan at $22.95/month

  • Unlimited conference phone calls, up to 40 users
  • Unlimited video conferencing, up to 250 users
  • Call Pop, up to 250 contacts

3. Enterprise Plan at $32.95/month

  • Unlimited participants on voice and video conferencing
  • Unlimited video conference and call recording
  • Unlimited call pop

4. Ultimate Plan at $57.95/month

  • Automated surveys
  • Sales management
  • Customer journey data

2. HubSpot.

Best For Beginners

Hubspot Homepage

HubSpot is an effective communication software that can streamline the sales and services of your company. With over 121,000 customers, this call center business tool claims to make all of your processes more “human” and effortless.

I especially like how this software allows flexible customer support with features like helpdesk ticketing and live chat. Its CRM platform further helps in collecting customer details and eliminating manual processes with automated customer service.

Finally, you can use the knowledge base in the form of FAQs, articles, and videos to help customers solve their problems and reduce your own workload. Because “good for the business” should also mean “good for the customer.”

Features:

HubSpot offers multiple features that are divided into five “hubs.” However, my review mainly focuses on the Service Hub.

Let’s take a look at some servicing features of HubSpot:

  • Help desk and ticketing
  • Customer details tracker
  • Reporting dashboards
  • Automated customer service
  • 24/7 customer support
  • Conversation routing
  • Shared inbox
  • Simple ticket automation
  • Conversation intelligence

Pricing:

Hubspot Pricing Page

HubSpot provides three pricing policies that can be paid monthly or annually. However, you can take advantage of a 10% discount by opting for the annual payment option.

1. Starter Plan at $45/month

  • Live chat
  • Slack integration
  • Email and in-app support

2. Professional Plan at $360/month

  • Video hosting and management
  • Phone support
  • Customer experience and satisfaction surveys

3. Enterprise Plan at $1,200/month

  • Hierarchical teams
  • Record customization
  • Conversation intelligence

3. RingCentral.

Best Enterprise-grade Security

Ringcentral Homepage

With a versatile cloud-based communication system and powerful call delegation, RingCentral is the ideal pick for business acceleration. It is compatible with various devices and offers hundreds of integrations, allowing the team to perform their best from virtually anywhere.

One of its latest features is the Ring Video which allows users to connect via free video meetings and messaging. I also like how this feature lets me discreetly switch between devices, so I can sneak into the kitchen for some snacks between meetings.

All of this is possible with its cloud PBX, a modern phone system that sets up call routing, manages voicemails, and lots more with a single tap.

Features:

RingCentral offers tons of messaging, video calling, and tracking features, making it an all-in-one business communications platform. Providing its services across 40 countries, this call center software offers enterprise-grade security to maintain privacy at every level.

Here are some notable features of RingCentral:

  • Screen sharing
  • Separate RingCentral numbers
  • Team messaging
  • Voicemail-to-text
  • Audio conferencing
  • 24-hour meetings
  • Popular CRM integrations
  • Real-time analytics
  • Advanced call handling
  • Multi-site admin and management
  • Call recording

Pricing:

Ringcentral Pricing Page

You can incorporate RingCentral MVP (Message, Video, Phone) into your business by choosing from four of its pricing policies. Keep in mind that all of the prices given below are subject to change depending on your payment routine (monthly or annually) and the number of users.

1. Essentials Plan at $19.99/month

  • Up to 20 users only
  • Unlimited calls within the US/Canada
  • Team messaging and file sharing

2. Standard Plan at $29.99/month

  • No limit on number of users
  • On-demand call recording
  • Up to 100 people per video meeting

3. Premium Plan at $34.99/month

  • Automatic call recording
  • Up to 200 people per video meeting
  • Popular CRM and industry-specific (Canvas, Smarsh, etc.) integrations

4. Ultimate Plan at $45.99/month

  • Unlimited storage
  • 10,000 toll-free minutes
  • Device status alerts (offline and online)

4. Salesforce.

Best For Scaling Companies

Salesforce Homepage

Salesforce Service Cloud is an omnichannel call center solution that connects businesses, customers, experts, and everything in between. Its powerful tools allow you to provide industry-leading support to your customers and thereby build stronger connections.

Together with Slack, Salesforce offers your customers a user-friendly, digital, end-to-end experience. Personally, I’m a huge fan of Slack as a workplace communication platform, especially now that it facilitates cross-company case swarming and cross-team collaboration.

The Service Cloud further enables automation of business processes through workflows and offers actionable insights on customer interactions.

Features:

Salesforce uses the power of AI to scale and optimize your customer service team. Your agents get a service console providing a holistic view of every customer to solve their problems in the fastest way possible.

Here are some essential features of Salesforce:

  • Agent workspace
  • Automated case management and customer interaction
  • Optimized knowledge management
  • Omnichannel routing
  • CTI integration
  • Personalize customer engagement and experience
  • Real-time business insights
  • Transform field service operations
  • Chat, 24/7 toll-free, and developer support

Pricing:

Salesforce Pricing Page

Salesforce offers its flexible service cloud via four pricing plans, each of which can be customized to suit your business requirements. This is possible with the paid add-ons like field service, self-service, workforce engagement, emergency program management, and more.

1. Essentials Plan at $25/month

  • Cross-company collaboration
  • Omnichannel supervision and routing
  • Snap-ins for live agent chat

2. Professional Plan at $75/month

  • Case milestone tracker
  • CTI integration
  • Unlimited custom applications

3. Enterprise Plan at $150/month

  • Service console apps
  • Salesforce identity
  • Workflow and approval automation

4. Unlimited Plan at $300/month

  • Advanced reporting features
  • Developer and Developer Pro Sandbox
  • Expert coaching lessons

Salesforce offers a generous 2-week free trial period for all of these plans.

5. CloudTalk.

Best Custom Call Queuing

Cloudtalk Homepage

Flexibility and scalability go hand-in-hand with CloudTalk– the best-rated cloud call center software for SMBs in 2020. With big-name brands like Mercedes Benz, Fujitsu, and more included among its 2,500+ customers, this software improves your interactions and workflows.

Some of its voice features are call masking, call recording, voicemail, and so on. My favorite would be call queuing which allows users to sort inbound calls based on predefined rules.

Productivity is also never compromised with call tagging, click-to-call, predictive dialer, smart detection, etc. These features reduce wait times and readily fulfill all customer demands. Other than that, CloudTalk offers CRM integrations to help you stay connected 24/7.

Features:

The features of CloudTalk are divided into six categories- voice features, intelligent call routing, productivity, integrations, statistics and monitoring, and utilities.

Here are some features of CloudTalk at a glance:

  • Call queuing
  • Call recording
  • Internal calls/extensions
  • Voicemail
  • Personalized greetings/music
  • Internal phone number tags
  • Automated Call Distribution (ACD)
  • Interactive Voice Response (IVR)
  • Skills-based routing
  • Smart auto dialer
  • API integrations
  • Agent reporting

Pricing:

Cloudtalk Pricing Page

CloudTalk offers four pricing plans for every business at any stage. With no hidden fees and commitments, this contact center software is great for start-ups who just want to test the waters.

1. Starter Plan $20/month

  • Unlimited inbound and intracompany calls
  • Unlimited call queuing
  • International numbers (140+ countries)

2. Essential Plan $25/month

  • Advanced analytics with unlimited history
  • Integrations and open API
  • Real-time client dashboard

3. Expert Plan at $40/month

  • Salesforce integration
  • Power dialing
  • Call Monitoring (Call Barging, Call Whispering)

4. Custom Plan

  • Custom onboarding
  • Developer support
  • Enterprise-grade security

6. Bitrix24.

Best For Remote Teams

Bitrix24 Homepage

One of the few customizable contact center solutions, Bitrix24 is built according to your to-do lists to offer customer support via popular channels. Boasting 9,000,000+ organizations in its customer list, this software allows you to be in control with source code access and lots more.

With Bitrix24, rest assured of seamless communication, thanks to its HD video calling and conferencing with no time limit. You can even record your calls to access important information later.

Besides the cloud contact center, Bitrix24 is your one-stop solution to all of your business needs. With tons of communications, tasks, websites, and CRM integration tools, this software can easily replace your existing apps and services for a single, streamlined work desk for you.

Features:

This software is undoubtedly one of the best for small-scale businesses, especially those working remotely. And its features are not just limited to customer service.

Let’s take a quick look at some powerful features offered by Bitrix24:

  • Unlimited HD video calls
  • Call recording, tracking, routing, screening, transcription, etc.
  • Private and group chats
  • Rules, routing, and conversation transfers
  • Preset greetings
  • Advanced reporting
  • Integration with Bitrix24 CRM
  • Voice and SMS broadcasts
  • Social media manager
  • Progress analytics and statistics
  • Classic helpdesk
  • SIP-connector for third-party integrations

Pricing:

Bitrix24 Pricing Page

Bitrix24 is an ideal solution for sales and customer support teams that work from home with its free plan. Currently, the company is offering a 40% discount on all cloud plans, so take advantage of it till the offer lasts.

1. Free Plan

  • Live chat
  • 100 completed CRM forms
  • Website widget

2. Basic Plan $29.40/month

  • Built-in telephony
  • 10,000 emails from CRM (per month)
  • Call back widget

3. Standard Plan at $59.40/month

  • SIP connector for third-party telephony integrations
  • 50,000 emails from CRM (per month)
  • Remove “Powered by Bitrix24” in CRM forms and live chat

4. Unlimited Plan at $119.40/month

  • Ten inboxes per user
  • 100,000 emails from CRM (per month)
  • Email copy storage

7. TalkDesk.

Best For Large Businesses

Talkdesk Homepage

TalkDesk’s cloud contact center software holds the #17 position in Forbes Cloud 100 for 2021. And rightly so with its enterprise-grade performance and simple, user-friendly tools. It uses AI and knowledge to provide intuitive solutions that improve workflows and remove bottlenecks.

TalkDesk CX Cloud includes beneficial integrations with leading CRM and business tools. This further allows one-click access to a whole lot of productivity apps like Slack, Microsoft Teams, Zendesk, and more.

Besides the seamless connectivity and communication, this software secures all of your private conversations and data with the Talkdesk Guardian.

Features:

Overall, TalkDesk brings the best of intelligence, compliance, integration, adaptability, and security to the table. After all, its mission is to offer better ways to unlock the promise and potential of top-notch customer experience, and I think it is right on track.

Here are some features offered by TalkDesk:

  • Customer and workforce engagement
  • Out-of-the-box CRM integrations
  • AppConnect
  • Talkdesk Guardian
  • Verified caller ID
  • Customer self-service
  • Outbound dialer
  • Talkdesk Omnichannel
  • Predictive dialer
  • IVR
  • ACD

Pricing:

Talkdesk Pricing Page

TalkDesk allows you to select the right contact center edition for you with its three pricing policies. Its AI-powered solutions start at $65/month and may vary with the number of users. However, you will have to contact the company to request a quote or a demo.

1. Professional Plan

  • Live dashboards
  • Business intelligence
  • Customer sentiment indicator

2. Professional Plus Plan

  • Mobile agent (iOS, Android)
  • Studio functions
  • Real-time and historical reporting APIs

3. Enterprise Plan

  • Custom dashboard and reporting
  • 100% uptime SLA
  • All APIs and SDKs

8. ZenDesk.

Best Help Desk Features

Zendesk Homepage

Trusted by over 160,000 businesses, ZenDesk helps “power up your customer support.” And with communication tools like live chat, community forum creator, a unified agent workspace, and more, it is the complete service solution for your business needs.

With its built-in routing and intelligence, companies can collect information and delegate customer issues to the right agent. I also like how ZenDesk allows code and no-code integration features.

Although this call center software solution is easy to use, delivering an efficient customer experience can be difficult. Thus, it offers customer service expertise to improve business strategies and enhance the functionality of your team.

Features:

ZenDesk integrates with thousands of apps through the ZenDesk marketplace. This allows you to create a single workplace for all of your needs.

Here are some features of ZenDesk that will help create a strategic impact on your business:

  • Industry-leading ticketing system
  • Omnichannel messaging
  • Email, SMS, voice, live chat support
  • Help center
  • Workflow automation
  • AI-powered automated answers
  • Unified agent workplace
  • Reporting and analytics
  • In-depth API and integration support
  • Knowledge management
  • Routing and intelligence

Pricing:

Zendesk Pricing Page

ZenDesk offers its customer service tools and expertise through four pricing plans, each of which (except enterprise plan) has a free trial offer. Further, you can view a demo of the plans to analyze if it is suitable for you and then make an informed choice.

1. Suite Team at $49/month

  • Email with unlimited addresses
  • Call recording
  • AI-powered automated answers (up to 50)

2. Suite Growth at $79/month

  • Multilingual support and content
  • Self-service customer portal
  • AI-powered automated answers (up to 100)

3. Suite Professional at $99/month

  • HIPAA compliance
  • Private conversation threads
  • AI-powered automated answers (up to 500)

4. Suite Enterprise at $150/month

  • Automatic email archiving
  • Widget unbranding
  • Pre-built live dashboard

9. LiveAgent.

Best Value For Money

Liveagent Homepage

If you just started a business with a low budget, LiveAgent is a cost-efficient option to consider. With 200+ integrations and 130+ ticketing features, this omnichannel call center solution keeps you connected with customers at all times.

The quirky chat widget is not just to increase engagement and answer customers’ queries. It acts as a real-time support tool that records customer’s behavior, dwell time, and more. And with callbacks and call transfers, you can decrease hold times and ensure 100% satisfaction.

I also like how LiveAgent allows unlimited users, so you never have to worry about changing your plans with the growing number of employees.

Features:

Despite being a budget-friendly call center software, LiveAgent offers a generous amount of features to incorporate in your business communication. Together these features make a multi-channel help desk for your company.

Here are some features of LiveAgent:

  • Universal inbox
  • Ticketing
  • Automated ticket distribution
  • Time tracking
  • Customer service reporting
  • SPAM filters
  • Social media help desk
  • Premade contact form gallery
  • Audit log
  • Call routing
  • Real-time typing-view
  • Set max queue length
  • IVR

Pricing:

Liveagent Pricing Page

This omnichannel contact center software follows a simple four-tier pricing policy, with the first pack being free of cost. You will not require a credit card and can conveniently upgrade and pay accordingly.

1. Free Plan

  • SPAM filters
  • White glove setup
  • Analytics overview and performance reporting

2. Ticket at $15/month

  • Unlimited ticket history
  • Unlimited email addresses
  • Advanced reporting

3. Ticket+Chat at $29/month

  • Real-time chat support
  • Advanced integrations
  • Chat widgets customization

4. All-inclusive at $39/month

  • Call and video call widgets customization
  • Call routing and transfer
  • Automatic Data Deletion/Redaction

10. Newfies-Dialer.

Best Voice Broadcasting Solution

Newfies-dialer Homepage

Suitable for businesses of all sizes, Newfies-Dialer is a cloud contact center that offers features like voice broadcasting, outbound IVR, and more. You can even send mass text messages to send marketing alerts, updates, and promotions.

It is interesting to note that this cloud phone system allows personalized messages, and you even get the liberty to use the text-to-speech feature in different languages. Another advantage is the automatic voicemail, enabling you to move to the next call and save time.

Although there are different pricing plans with various features, all of them include basic yet functional settings like campaign analytics, developer APIs, auto redial, and so on.

Features:

Newfies-Dialer is a SaaS contact center tool ideal for telemarketing, political campaigns, and lead generation. From managing inbound and outbound calling to providing multi-language support, you can trust this software to make your customer experience more efficient.

Here are some key features of Newfies-Dialer:

  • Voicemail detection
  • Text to speech
  • Negotiable VoIP provider
  • Contact management
  • Surveys and RSVP
  • Personalized messaging
  • Fast dialing
  • Progress and performance tracker
  • DNC (Do Not Call) List
  • In-built API
  • Call scheduling

Pricing:

Newfies-dialer Pricing Page

The pricing plans of Newfies-Dialer vary with the number of ports your business requires per month. Note that this software does not offer a free trial for its products. However, you can drop your email address and request a demo.

1. 25 Ports at $199/month

  • Ten agents
  • One tenant
  • Daily call and SMS limit: 10

2. 100 Ports at $399/month

  • 20 agents
  • Five tenant
  • Daily call and SMS limit: 50

3. 250 Ports at $599/month

  • 40 agents
  • Ten tenant
  • Daily call and SMS limit: 125

4. 500 Ports at $999/month

  • 80 agents
  • 25 tenant
  • Daily call and SMS limit: 250

5. 1000 Ports at $1799/month

  • 160 agents
  • 50 tenant
  • Daily call and SMS limit: 500

11. Agile CRM.

Best Affordable All-in-one CRM

Agile CRM Homepage

From marketing to customer service- Agile CRM stands true to its name with its bustling features to take your customer experience up a notch. With its computer telephony features, you get industry-leading tools and popular third-party integrations.

Handling outbound calls and incoming calls can be done with a single click, thanks to its user-friendly dashboard and virtual dial pad. The transparent system also allows you to view caller details and histories before, during, and after calls.

Agile CRM further helps you stay ahead in the game with regular reports to manage the team performance more efficiently.

Features:

Agile CRM offers advanced call automation features at an affordable price. Plus, small businesses and start-ups can take advantage of the free plan with basic sales, marketing, and service tools.

Here are some distinct features offered by Agile CRM:

  • Email tracking
  • Appointment Scheduling (some other scheduling software options)
  • Post-call Automation
  • Automated Voicemails
  • Canned Responses
  • Helpdesk
  • Knowledge base
  • Reports and analytics

Pricing:

Agile CRM Pricing Page

Agile CRM is one of the few inbound call center platforms that offers a completely free plan, along with upgraded, paid plans. You can start with the free plan to try out its features and easily switch between different plans whenever required.

1. Free Plan

  • 500 API calls/day
  • Email support
  • Helpdesk

2. Starter Plan at $8.99/month

  • 5,000 API calls/day
  • Email and phone support
  • Knowledge base

3. Regular Plan at $29.99/month

  • 10,000 API calls/day
  • Reporting
  • Canned responses

4. Enterprise Plan at $47.99/month

  • 25,000 API calls/day
  • 50+ Plugins/Integrations
  • Access Controls (ACLs)

12. Verizon VoIP.

Best VoIP Phone System For Mid-sized Companies

Verizon VoIP Homepage

Verizon VoIP is another cloud contact center that boosts customer satisfaction, retention, and conversion. Especially the cloud hub allows more flexibility and reliability while your business creates connections and scales efficiently.

It also offers a network-based IVR and IP contact center to integrate information from different platforms and proactively guide customers to suitable agents. You even incorporate a digital self-assistant that will help your company stay onboard 24/7.

Lastly, Verizon VoIP uses an AI-driven knowledge base to provide relevant and updated solutions to customer queries.

Features:

With 25 years of experience, Verizon VoIP offers practical solutions to all of your business communication needs. Its contact center network, customer experience consulting, and voice security use the best of technology and AI.

Let’s look at some of its game-changing features:

  • Knowledge assist
  • Virtual agent
  • Call park/retrieve
  • Call history
  • Mobile app
  • Outbound calls
  • Visual voicemail
  • Omnichannel routing
  • Intuitive user interface
  • 40 quick and secure integrations

Pricing:

Verizon VoIP Pricing Page

Verizon VoIP offers a wide variety of plans to choose from. However, I have mentioned the details of the business voice plans below.

1. Business Digital Voice (VoIP) at $35/month

  • Mobile app
  • 45+ call management features
  • Unlimited nationwide calling

2. One Talk at $25/month

  • Simultaneous ring
  • Auto receptionist
  • Advanced cross-platform collaborations

3. Webex Calling (contact to get a quote)

  • Onsite and remote collaboration
  • Online training and support
  • IP Trunking

13. Aircall.

Best Easy-to-use Cloud-based Solution

Aircall Homepage

Next on the list is Aircall, the ideal call center solution for transforming the customer experience. Trusted by 8,500+ brands, this software includes powerful IVR features, call routing, real-time modifications, and more.

I like how convenient its CRM and Helpdesk tools make the whole process by keeping all of the essential connections on one platform without complicating the system. Plus, you can sync shared contacts via Google Apps, PieSync, CRM, etc.

Lastly, Aircall offers an innovative tool, Call Whispering, using which you can advise your teammates while they are on call without the other party getting a hint.

Features:

Aircall sets up in seconds, connects to your existing tools, and enables productivity, boosting customer experience. Note that you can request a demo for any of these features by contacting the brand’s representatives.

Here’s what makes Aircall a flexible voice solution for your business:

  • Toll-free, international, and blocked numbers
  • Interactive Voice Response (IVR)
  • Call conferencing
  • Shared contacts and call inbox
  • Call and callback queuing
  • Pause-resume recording
  • Skill-based routing
  • Ring on speakers (inbound calls)
  • Business mobile app
  • Power dialer
  • Call whispering
  • Computer Telephony Integration (CTI)

Pricing:

Aircall Pricing Page

Aircall follows a simple, two-tiered pricing plan, each of which starts with a free trial. However, you can choose the custom plan and get a quote according to the tools and products you opt for.

1. Essentials Plan at $30/month

  • Unlimited inbound calls
  • Call recording
  • 50+ Integrations and API access

2. Professional Plan at $50/month

  • Salesforce integration
  • Call tagging and dispositioning
  • Advanced sales and support features

3. Custom Plan

  • Custom analytics
  • Custom onboarding
  • Service-level agreement (SLA)

Wrap Up.

Almost 66% of B2B and B2C companies opt for live chat to provide customer service. As a result, the prediction about the global call center market to peak at $496 billion by 2027 does not sound too far from reality.

Hence, here are my picks of the best call center software tools that will enhance your support team:

  • Nextiva: Best For Small Businesses
  • HubSpot: Best For Beginners
  • RingCentral: Best Enterprise-grade Security
  • Salesforce: Best For Scaling Companies
  • CloudTalk: Best Custom Call Queuing
  • Bitrix24: Best For Remote Teams
  • TalkDesk: Best For Large Businesses
  • ZenDesk: Best Help Desk Features
  • LiveAgent: Best Value For Money
  • Newfies-Dialer: Best Voice Broadcasting Solution
  • Agile CRM: Best Affordable All-in-one CRM
  • Verizon VoIP: Best VoIP Phone System For Mid-sized Companies
  • Aircall: Best Easy-to-use Cloud-based Solution

These software solutions will surely help create a smooth and integrated communication platform for your business.

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