10 Best Call Center Software (2024) – Forbes Advisor

Choosing the best call center platform for your business is about more than just cost and call routing capabilities. You need to consider the bigger picture. The type of deployment and installation is just as important as whether you have a dedicated support agent to help you launch the software. Here are a few things to keep in mind when you’re shopping for a call center solution.

Basic features to consider

Whether you already have a call center platform or you’re choosing call center software for the first time, there may be some terms or features you’re unfamiliar with. Many call center services mention these in their feature list but provide no explanation. Consider these features before making the switch or choosing the best call center platform for your small business.

Omnichannel communication

Today, customers expect support from a variety of channels, from phone calls and emails to text messages and social media. The best call center platforms support omnichannel communication, so you can address customer issues and answer questions through a chatbot on your website or through your business’s app, Facebook Messenger or WhatsApp, as well as via text message or phone call. This feature helps you connect with your customers through their preferred communication channel, thereby increasing customer satisfaction and reducing the need for multiple calls.

Interactive Voice Response (IVR)

Interactive Voice Response (IVR) is similar to an automated chatbot, but for incoming calls. So if a customer calls and asks for information, you can provide that information through the IVR feature. For example, a customer can call a retail store to find out the remaining balance on a gift card. The IVR feature allows them to select “Check Balance” from the menu, and then they need to enter their gift card number to find out how much money is left. This feature provides customers with quick responses and reduces the number of calls your agents need to answer.

Automatic call distribution (ACD)

Automatic call distribution (ACD) works similarly to an IVR, using a menu for customers to choose the option that works best for them, but it automatically routes calls to the correct agent. For example, if a customer calls because they want to purchase a product or service, they may hear a recorded message asking them to press “1” for sales, “2” for technical support, and so on. When they press “1,” their call is routed to the next available sales rep instead of a customer support agent. This feature reduces customer wait times, increases customer satisfaction, and reduces time spent on the phone with irrelevant agents.

call routing

You can think of call routing as the manual version of IVR and ACD functionality. Simply put, call routing is the way callers get from a recorded menu of options to an agent. Alternatively, if you have a live agent or operator, the call is routed to that operator, who can then manually route the call to the appropriate department or agent.

Call monitoring and recording

Many call center programs include call monitoring features that allow managers to monitor agent calls to ensure quality. Call recording can be an automatic or manual function, which also aids in quality control, and the recording can be referenced in future trainings to collect customer feedback or confirmation information.

Analysis and reporting

One of the most important features call center managers look for in software is rich analytics capabilities. There are many measurable and important call center metrics that are critical to the success of your support team. Some important reports and analyzes to watch include:

• customer satisfaction
• Cancellation rate
• Subscription rate
• Number of calls, such as daily, weekly, or monthly
• Inbound and outbound calls
• Number of cases, such as total, open cases, or closed cases
• hold time
• Call duration

You can also find more advanced analytics features in some of the best call center software. For example, predictive analytics can use call data to show you what’s likely to happen next through a support call based on previous data, time of day, and other factors.

Some call center software includes machine learning or artificial intelligence that can help analyze live conversations or recorded calls to pick out specific words. You can usually adjust the AI’s settings to “listen” for positive or negative keywords, such as “frustrating,” “excellent,” “annoyed,” or “thank you.”

Hosted software, cloud-based software, on-premises software

Today, most call center platforms offer cloud-based software-as-a-service (SaaS) solutions. However, some older call center software options still offer local installation. There is also a hosting option between cloud-based and on-premises deployments.

Cloud-based call center software

The beauty of a cloud-based call center solution is that you can deploy the software quickly and easily via browser or app installation. All users should be able to access tools and data via login and laptop, desktop or mobile device. Generally speaking, cloud-based software is cheaper, easier to deploy and adopt, and can support remote or hybrid workers.

Typically, call center software as a service (SaaS) gets updates regularly and they are included in your subscription fee. You can also gain added value if you release a new product or feature. Plus, support is usually included in your plan.

The purpose of a tiered plan is to support your company in multiple ways as it grows, so if you outgrow a shared server, your call center software may put you on a virtual private server on a dedicated server (VPS) or dedicated server (if available).

Local call center software

If you select the local option, the software will be installed on your server, phone hardware, and run over your internal network. The benefit of this type of deployment is that you typically only pay once for the software and can add as many users as needed. Your IT staff may be responsible for updating software, issuing login information, and monitoring server security.

It’s not always clear how to get support or software updates when purchasing a software license. Some software companies charge support fees upon entry and after installation. Typically, you pay a maintenance fee for updates that only occur once a year (or less frequently).

Hosted call center software

Hosted solutions are similar to cloud-based call center solutions, but may differ in the type of server you choose for your platform. Larger companies may put too much pressure on shared hosting servers, so a VPS or dedicated server may be a better choice.

Your operations should work the same as a cloud-based solution in SaaS, as your call agent only requires an internet connection, platform installation, and login to function. Most cloud-based hosted call center services support VoIP callers, so you don’t even need to invest in phone hardware.

Which solution is best for you depends mainly on the type of call center you have, your work strategy and your hardware situation.

Important software integration

Many call center platforms include tools that help you track customer and support agent interactions, track customer information, and manage tickets. However, not everyone does all of these things, which is why it’s important to choose a call center platform that integrates with other applications you may already use.

Check whether your call center software needs to integrate with these types of applications:

• Accounting software (QuickBooks and Xero)
• CRM software (Salesforce and HubSpot)
• Marketing software (Mailchimp and Sendinblue)
• Point of Sale (POS) Software (Shopify and Square)
• Calendar (Google and Outlook)
• Customer support software (Zendesk and Zoho Desk)

Pricing and plans

It’s difficult to tell you exactly how much to pay for call center software because there are so many variables, including the pricing structure, the number of agents and departments your business has, and the types of features you need.

If you decide to opt for legacy software and purchase licenses outright, just know that pricing is usually set by the company and may be a custom quote based on the number of agents you hire. Your front-end costs will be higher, but you won’t have monthly or annual costs (or maintenance fees will be lower compared to subscriptions from SaaS companies). Keep in mind that you’ll also be responsible for the costs associated with server maintenance, security, agency office space, and hardware (including computers and phone systems).

Given that most call center software has moved to cloud-based solutions, that’s the pricing we’ll focus on here so you can understand the one-time cost per agent per month or year.

Call center software uses several different pricing structures. Older versions of software often insist on one-time license fees and ongoing update and maintenance fees. Level-based models are the most common, so you can expect low, medium, and high levels with different perks, restrictions, and features:

• Free: Typically, free plans limit you in many ways, or limit you to one agent, phone number, and department. You may not have access to the software’s support channels, and many advanced features will be limited.
  • example: LiveAgent offers generous free plan (no premium reporting, includes LiveAgent branding)
  • cost: $0
• Lower floor: Entry-level plans for call center software offer more features than the free plans. Many call center apps don’t even offer a free plan, so you may find that the lower tiers are still too limiting. Common limitations include the number of departments supported, specific types of routing, and call monitoring capabilities.
  • example: Zendesk Talk offers a full-featured platform (no email archiving, call blocking, or call recording controls)
  • cost: $49 per agent per month, paid annually
• Alto: At the mid-range of call center pricing plans, you’ll find options suitable for those who need advanced features like video conferencing, advanced security features like single sign-on (SSO), two-factor authorization (2FA), and integration with a CRM.
  • example: RingCentral has two mid-tier plans for businesses that want custom integrations, automatic call recording, and more perks for video calls.
  • cost: $150 per agent per month, paid annually
• High level: For the fewest restrictions and the most advanced features, the top-tier plans support businesses and businesses with large or growing call centers. These plans can typically accommodate any number of agents, departments, and do not limit your ticket or document storage.
  • example: Freshdesk’s Enterprise plan includes all possible features, but it still limits some things like bot sessions per month and API calls per minute.
  • cost: $79 per agent per month, paid annually

So, how much should you pay for call center software? Based on the available levels of our best call center software, here’s how much you can spend for teams of different sizes:

Average pricing for call center software