Greeting the Audience
Welcome to our comprehensive guide to the top 10 call center software in 2021! As customer service becomes more integral to business operations, finding the best software to handle your call center needs is more important than ever. With so many options on the market, it can be overwhelming to choose the right software for your business. But don’t worry, we’ve got you covered!In this guide, we will explore the top 10 call center software options available, dissecting their features, pricing, and user experiences to help you make the best decision for your company. From small startups to large corporations, this guide will provide valuable insight into which software can best suit your specific call center needs.
Introduction
As businesses continue to evolve in the digital age, the importance of customer service has increased exponentially. Customers are more connected to businesses than ever before, and they expect quick, efficient, and personalized service from the companies they interact with. To meet these demands, businesses must invest in the right call center software that can help them streamline their customer service processes to meet customer expectations.
When deciding on call center software, there are several essential factors to consider. These include features, scalability, pricing, and user experience. The software should be intuitive and easy to use, allowing agents to handle customer inquiries efficiently while providing essential data insights to management. Additionally, it should also support training and onboarding of new agents and offer integration with other business tools.
In this guide, we will present the top 10 call center software options available, along with their key features, pricing, and user experiences. We will also provide answers to frequently asked questions and offer our expert analysis and recommendation to help you make the best choice for your business.
What are the top 10 call center software options?
The top 10 call center software options are:
| Software | Features | Pricing |
|---|---|---|
| Freshcaller | Advanced call routing, multi-level IVR, customizable performance reports | Starts at $19/month per user |
| Nextiva | Auto-attendant, call queuing, CRM integrations | Starts at $21.95/month per user |
| Vonage | Customizable greetings, visual voicemail, call recording and analytics | Starts at $19.99/month per user |
| Aircall | Powerful integrations, modern UI, extensive reporting | Starts at $30/month per user |
| ZenDesk Talk | Call recording and transcription, real-time coaching, advanced analytics | Starts at $25/month per user |
| Talkdesk | Omnichannel routing, AI-powered insights, advanced analytics | Custom pricing |
| Five9 | AI-powered customer engagement, omnichannel solutions, advanced analytics | Custom pricing |
| RingCentral Contact Center | Omnichannel communication, AI-powered chatbots, advanced analytics | Custom pricing |
| Twilio Flex | Scalable, customizable, AI-powered | Custom pricing |
| Cisco Webex Contact Center | Omnichannel customer engagement, advanced analytics, customizable reports | Custom pricing |
1. Freshcaller
Freshcaller is a modern cloud-based call center software that can handle inbound and outbound calls, which comes with advanced call routing, customizable performance reports, multi-level IVR, and an open API. It also provides a dedicated call center phone number and can integrate with popular CRM tools such as Salesforce, HubSpot, and Zoho.
One of Freshcaller’s standout features is its advanced call routing, which can route calls based on team availability or agent performance. It also has a built-in call recording feature that allows supervisors to monitor agent calls and provide feedback. Freshcaller offers three pricing plans starting at $19/user/month, and it offers a free trial for 14 days.
Features of Freshcaller
Some of Freshcaller’s features include:
- Advanced call routing
- Multi-level IVR
- Call masking
- Customizable performance reports
- Voice notes and call recordings
- Integrations with popular CRM tools
- Customized greetings and hold music
Pricing and Plans
Freshcaller offers three pricing plans:
- Blossom: $19/user/month
- Garden: $40/user/month
- Estate: $69/user/month
Each plan comes with different features and capabilities, and they offer a 14-day free trial period. FreshCaller offers discounts for annual subscriptions, and custom pricing is available for larger organizations.
User Experience
Users of Freshcaller praise its easy-to-use interface, customizable reports, and advanced features such as call routing and recording. The mobile app also allows for remote management, which is perfect for businesses with agents working from home.
2. Nextiva
Nextiva is a cloud-based communication and collaboration software that offers unified communication tools such as VoIP, video conferencing, and call center solutions. Their call center feature includes auto-attendant, call queuing, and CRM integrations. Nextiva provides a complete business communication platform with pricing starting at $21.95/user/month.
Features of Nextiva
Some of Nextiva’s features include:
- Auto-attendant
- Call queuing
- CRM integrations
- Inbound and outbound call management
- Voice to email transcription
Pricing and Plans
Nextiva offers three pricing plans:
- Basic: $21.95/user/month
- Pro: $31.95/user/month
- Enterprise: Custom pricing
Nextiva offers a 30-day free trial period, and the basic plan includes unlimited calling, voicemail to email, and auto-attendant.
User Experience
Users enjoy Nextiva’s user-friendly interface, ease of use, and scalability. The software is also known for having excellent customer support, with a team available 24/7 to help with any inquiries.
3. Vonage
Vonage is a cloud-based telephony provider, and its call center software provides customizable greetings, visual voicemail, call recording, and analytics. It also offers a mobile app and the ability to integrate with popular business tools such as Salesforce, Zendesk, and SugarCRM. Vonage offers three pricing plans starting at $19.99/user/month.
Features of Vonage
Some of Vonage’s features include:
- Customizable greetings and hold music
- Visual voicemail
- Call recording and analytics
- Integrations with popular CRM tools
- A mobile app for remote management
Pricing and Plans
Vonage offers three pricing plans:
- Mobile: $19.99/user/month
- Premium: $29.99/user/month
- Advanced: $39.99/user/month
Vonage also offers a 14-day free trial period, and all plans include unlimited calling and SMS.
User Experience
Users praise Vonage for its simple setup and user-friendly interface. The software also provides a variety of features that can help businesses increase their efficiency in handling customer inquiries.
4. Aircall
Aircall is a cloud-based phone system and call center software platform with a powerful integration with more than 75 business tools like Salesforce, Zendesk, and Slack. It provides extensive reporting capabilities, a modern UI, and a variety of call routing options that can help businesses improve their customer service processes. Aircall offers four pricing plans starting at $30/user/month.
Features of Aircall
Some of Aircall’s features include:
- Powerful integrations with more than 75 business tools
- Modern UI
- Extensive reporting capabilities
- Customizable call routing options
- Real-time monitoring
Pricing and Plans
Aircall offers four pricing plans:
- Essentials: $30/user/month
- Professional: $50/user/month
- Custom: Custom pricing
- Enterprise: Custom pricing
Aircall also offers a 7-day free trial period, and all plans include essential features such as local and toll-free numbers, call routing, and basic analytics.
User Experience
Aircall is known for its user-friendly interface, powerful integrations with other business tools, and excellent customer support. The software is easy to set up and use, making it a popular choice among businesses of all sizes.
5. ZenDesk Talk
ZenDesk Talk is a cloud-based calling software that provides call recording and transcription, real-time coaching, and advanced analytics to help businesses improve their customer service experience. It also integrates with popular business tools such as Salesforce, Shopify, and HubSpot. ZenDesk Talk pricing starts at $25/user/month.
Features of ZenDesk Talk
Some of ZenDesk Talk’s features include:
- Call recording and transcription
- Real-time coaching and feedback
- Advanced analytics
- International calling options
- Integrations with popular CRM tools
Pricing and Plans
ZenDesk Talk offers two pricing plans:
- Lite: $25/user/month
- Professional: $59/user/month
ZenDesk Talk also offers a 7-day free trial period, and all plans include essential features such as call recording, call logs, and call analytics.
User Experience
Users of ZenDesk Talk appreciate the software’s intuitive interface and its integration with other business tools, which can improve their customer service processes. The software is also known for its responsive customer support team.
6. Talkdesk
Talkdesk is a cloud-based call center software that provides AI-powered insights, omnichannel routing, and advanced analytics to help businesses manage and improve their customer service processes. It also offers customizable IVR and routing options to ensure a seamless customer experience. Talkdesk pricing is customizable, depending on business size and needs.
Features of Talkdesk
Some of Talkdesk’s features include:
- Omnichannel routing
- AI-powered insights
- Customizable IVR and routing options
- Advanced analytics dashboard
- Integrations with popular CRM tools
Pricing and Plans
Talkdesk’s pricing is customizable and depends on business size and needs. To get a quote, businesses must fill out a form on their website, and a representative will get in touch with them.
Talkdesk also offers a 30-day free trial period, giving businesses a chance to test out the software before committing to it.
User Experience
Users of Talkdesk praise the software’s flexibility, scalability, and advanced analytics dashboard. The software’s AI-powered insights can help businesses manage their resources more efficiently and provide better customer service experiences.
7. Five9
Five9 is a cloud-based contact center solution that provides AI-powered customer engagement, omnichannel solutions, and advanced analytics. It also offers customizable IVR and routing options to ensure a seamless customer experience. Five9 pricing is customizable, depending on business size and needs.
Features of Five9
Some of Five9’s features include:
- AI-powered customer engagement
- Omnichannel solutions
- Customizable IVR and routing options
- Advanced analytics dashboard
- Integration with popular CRM tools
Pricing and Plans
Five9’s pricing is customizable and depends on business size and needs. Businesses must fill out a form on their website and a representative will get in touch with them with a quote.
Five9 also offers a free trial period, giving businesses a chance to test out the software before committing to it.
User Experience
Users of Five9 praise the software’s advanced features, such as AI-powered customer engagement and customizable IVR and routing options. Businesses can leverage these features to provide an exceptional customer service experience.
8. RingCentral Contact Center
RingCentral Contact Center is a cloud-based platform that provides omnichannel communication, AI-powered chatbots, and advanced analytics. It also offers customizable IVR and routing options to ensure a seamless customer experience. RingCentral Contact Center pricing is customizable, depending on business size and needs.
Features of RingCentral Contact Center
Some of RingCentral Contact Center’s features include:
- Omnichannel communication
- AI-powered chatbots
- Customizable IVR and routing options
- Advanced analytics dashboard
- Integrations with popular CRM tools
Pricing and Plans
RingCentral Contact Center’s pricing is customizable and depends on business size and needs. To get a quote, businesses must fill out a form on their website, and a representative will get in touch with them.
RingCentral Contact Center also offers a free trial period, giving businesses a chance to test out the software before committing to it.
User Experience
Users of RingCentral Contact Center praise its omnichannel features, AI-powered chatbots, and analytics dashboard. Businesses can leverage these features to provide a better customer service experience across multiple channels.
9. Twilio Flex
Twilio Flex is a fully customizable cloud-based contact center platform that provides unlimited scalability, AI-powered features, and a flexible user interface. It also offers integrations with popular business tools such as Salesforce and Zendesk. Twilio Flex pricing is customizable, depending on business size and needs.
Features of Twilio Flex
Some of Twilio Flex’s features include:
- Scalable and customizable
- AI-powered features
- Flexible user interface
- Integrations with popular CRM tools
- Real-time monitoring and reporting
Pricing and Plans
Twilio Flex