Are you tired of juggling calls and feeling like you’re always a step behind? Call center businesses face the challenge of keeping up with customer calls and ensuring everyone gets the help they need quickly.
That’s where call center software comes in, offering a way to manage calls more smoothly and keep customers happy.
We’ll talk about what call center software is, look at 15 great options, discuss their key features and help you figure out how to pick the right one for your team.
A call center software is a tool specially designed for call center agents to manage all inbound/outbound conversations with leads and customers from one central hub. From streamlining call efforts with features like auto-dialer, follow-up reminders, IVR integration and automation to accurately tracking agents’ performance with call recordings, detailed reports and customisable dashboards- call center solutions offer a complete lead and process management tool for call centers. To ensure these tools meet evolving business needs, many companies also invest in custom software development services that tailor call center solutions to their specific workflows, integrate with existing systems, and enable seamless scalability.
Telecrm is a powerful customer relationship management software designed specifically for call centers. It simplifies managing customer calls by keeping track of all conversations and crucial information about leads and customers in one organised place. This helps agents to quickly connect with customers, providing personalised and efficient service.
Imagine your agents focusing solely on the conversation rather than worrying about dialing numbers. An autodialer speeds up the process, allowing for more meaningful conversations with potential customers, increasing both reach and efficiency.
Picture a library where every book you need is instantly accessible. That’s what a central data hub offers for customer information, streamlining processes and ensuring no detail is overlooked.
Never miss an opportunity again. With Telecrm, you can set automated follow-up reminders and get notified when it’s time to call, ensuring every lead is nurtured and every customer query is addressed, directly impacting customer retention and satisfaction.
Think of this as a training tool and a quality control measure rolled into one. It provides a complete record of all interactions to learn from and improve service quality.
Free up your agents to tackle more complex issues, while common repetitive ones are handled without much effort.
Enables instant calling capabilities directly from a web application; all you have to do is click on the call button and the call gets dialed automatically on your mobile phone.
Allows agents to jot down important details during or after calls, ensuring no critical information is lost and enhancing follow-up effectiveness.
Offers a unified approach to customer interactions across WhatsApp, SMS and email, providing a seamless experience for customers.
With Telecrm’s WhatsApp CRM, you can manage all WhatsApp interactions from where you call your leads, run bulk marketing campaigns, WhatsApp automation etc., facilitating immediate and convenient dialogue with customers through a widely used platform, enriching customer engagement and response times.
Reducing manual tasks to a minimum, workflow automation lets your team focus on what truly matters: engaging with customers and closing deals. It’s about working smarter, not harder.
Generates comprehensive reports so you can make informed decisions. These reports shine a light on what’s working and what isn’t, allowing for targeted improvements that can dramatically boost your call center’s performance.
Telecrm’s call center software solution has 3 primary pricing plans:
Quarterly: Rs.849 or $29 Per User Per Month
Annually: Rs.599 or $19 Per User Per Month
Custom Plan: For 50+ team members
“The Best CRM, Sales & WhatsApp automation! I have been using it for a year now and have recommended it to all my clients! And yes, the support is top-notch and instant; competitors are losing their market share to Telecrm. Kudos to the team!”
– Monish Valecha
Telecrm stands out for its comprehensive feature set, designed to enhance the efficiency and effectiveness of call center operations. Its ability to simplify complex processes and provide valuable insights into agent performance makes it a valuable tool for businesses looking to improve their customer service and lead management.
Zendesk is a cloud-based customer service software that streamlines lead management with omnichannel communication features through calls, emails and texts all in one place.
Interactive Voice Response (IVR): Guides callers through options or directly to the help they need without waiting
Reporting and analytics: Gives managers real-time insights to improve how the team helps customers
Call routing and transfers: Makes sure calls go to the right agent fast, improving customer satisfaction
AI-powered automation: Handles routine tasks so agents can focus on more complex issues
Omnichannel agent workspace: Agents can see and manage phone, email and text interactions in one spot
Embedded voice and voice API: Quickly add a call button to your website, making it easy for customers to reach out
Pricing
Suite team: $55 per agent/month
Suite growth: $89 per agent/month
Suite professional: $115 per agent/month
Suite enterprise: Contact sales for pricing
Suite enterprise plus: Contact sales for pricing
(All plans are billed annually.)
“The platform is user-friendly and easy to use, making it simple for me to access the tools I need. Additionally, Zendesk Suite is easily integrated with my existing business processes, which has improved my customer service operations.”
-Maximiliano
Zendesk offers a comprehensive, user-friendly solution for modern call centers. By blending advanced technology with ease of use, it empowers teams to deliver superior customer support across multiple channels.
JustCall is a cloud-based business phone system and call center software designed to optimize sales and support operations through omnichannel communication. This call center software consolidates calls, texts, and emails into one platform, simplifying workflows and boosting team productivity.
Standard: $19/user/month
Premium: $49/user/month
Custom enterprise pricing: Contact sales for more details
(All plans are billed annually.)
“JustCall has significantly streamlined our call management process. Its integration with HubSpot has been seamless, and the ability to track call recordings has made our sales and support teams more efficient. The auto-dialer is a standout feature that saves time and ensures better productivity.”
– George M.
Trusted by 6000+ businesses worldwide, JustCall provides an all-in-one solution for sales and customer support teams, offering advanced automation and global scalability. It’s a great choice for companies looking to streamline communication and boost efficiency.
Freshcaller is an all-in-one, intuitive contact center solution designed to make voice services easy and efficient. It empowers agents to provide exceptional customer service seamlessly across various platforms.
All-in-one platform: Consolidates multiple customer service tools into one streamlined interface, simplifying the management of voice interactions
Advanced voice AI: Utilises cutting-edge artificial intelligence to provide faster and more accurate responses, enhancing customer interaction quality
Comprehensive performance insights: Delivers in-depth analytics and live dashboards to monitor contact center performance and customer satisfaction, enabling continuous operational optimisation
AI-powered voice bots: Employs intelligent voice bots to handle routine inquiries, reducing wait times and freeing up agents to manage more complex issues
Omnichannel service: Integrates seamlessly with Freshdesk, allowing agents to manage conversations across phone calls, emails and other channels from a single point, ensuring continuity in customer interactions
Freshcaller has 3 pricing plans:
Growth: ₹999/user/month, billed annually
Pro: ₹2,799/user/month, billed annually
Enterprise: ₹4,999/user/month, billed annually
“After looking at many companies offering online telephone support system, we decided to go with Freshcaller mostly because of the cost at first. With usage, we found out that the software in par with all the solutions provided with the market and performs excellent.”
-Mian
Freshcaller stands out as a robust platform tailored for contact centers. Its detailed suite of features ensures businesses can deliver superior service while optimising operational efficiencies. If you’re looking for a solution that also has CRM integration capabilities with an easy-to-understand interface, Freshcaller is the right call center software for your business.
This call center software offers a straightforward solution that doesn’t require technical consultants or complex setups. With just a computer, a headset and an internet connection, your support and sales teams can start engaging with customers right away.
Agent coordination and workflow organisation: Easily invite agents, organise workflows and operate your business from any location
Intelligent call routing: Build customised IVR menus and smart routing rules to ensure callers always reach the appropriate agent
Team collaboration: Utilise a shared inbox for collaborative call handling, tagging, commenting and assigning follow-ups
Real-time KPI tracking: Monitor call center activities with a live feed, manage team availability and adjust strategies on-the-fly to improve performance metrics like call wait times and service rates
Comprehensive call center features: Includes advanced functions such as call routing, call monitoring and analytics to optimise operations
Enhanced conference calls: Host up to five participants in seamless conference calls using VoIP technology
User-friendly administration: Features one-click integrations with CRM or helpdesk platforms and intuitive controls that minimise training time
Aircall has two pricing plans:
Essentials: $30/license/month/billed annually (3 licenses minimum)
Professional: $50/license/month/billed annually (3 licenses minimum)
Custom: For those with dynamic feature requirements (25 licenses minimum)
“Using Aircall is a breeze. It simply requires a one-time setup. I like Aircall since it is quick to load and has an intuitive interface for fixing audio problems. A softphone I once used took 20 minutes to load and it was a real drag.”
-Saskia
(Source: Capterra)
This call center software is trusted by over 17,000 companies globally and stands out for its simplicity and efficiency. With its robust set of features and easy-to-use interface, it is an ideal solution for call centers looking to enhance their customer service and operational effectiveness quickly.
Ringcentral’s cloud contact center software offers a powerful, scalable cloud-based solution that integrates advanced telecommunications technologies to streamline customer service operations.
Advanced integration and productivity tools: Utilises computer telephony integration (CTI) to enhance workforce productivity through a unified dashboard, optimising daily operations.
Flexible and multichannel communication: Expands beyond traditional phone systems to include voice, chat, email and more, facilitating customer interactions on their preferred platforms
Robust analytics and reporting: Provides tools for detailed performance analysis and strategic planning, including hourly, daily, weekly, monthly and annual statistics
Call management features: Incorporates skills-based routing, real-time call monitoring with options to whisper, join or take over calls and interactive voice response (IVR) systems
Workforce management: Offers custom solutions for agent scheduling, managing absences, running training and implementing quality assurance measures
Optimised call routing: Uses intelligent routing techniques and automatic call distributors (ACD) to manage inbound call flows smoothly and efficiently
CRM and API integrations: Enables easy integration with existing CRM systems or other back-end systems through an open API, enhancing operational workflows
AI chatbots: Features virtual agents and AI chatbots to streamline service processes and improve customer self-service options
Core: $20/user/month/billed annually
Advanced: $25/user/month/billed annually
Ultra: $35/user/month/billed annually
“Ring Central is very configurable for many situations. We have a small law office with people working remotely so we have different call flows for different people. Ring Central can handle the differences.”
-Katherine L.
RingCentral contact center excels with its comprehensive feature set that merges advanced technology with practical, user-friendly functionality. It provides a robust foundation for businesses looking to enhance customer service efficiency and adapt to the dynamic landscape of customer communications.
With its strong focus on security, reliability and integrative capacity, RingCentral is a top-tier choice for businesses aiming to improve their contact center operations and customer engagement.
Talkdesk is a cloud-based customer experience platform designed to modernise contact centers. It provides a blend of speed, agility and reliability, enabling organisations to enhance customer interactions through advanced AI and seamless integrations.
Cloud-based architecture: Born and built in the cloud for reliability, scalability and security, ensuring uninterrupted service and growth adaptability
AI-powered customer journey: Utilises AI to optimise every step of the customer journey, from automated knowledge delivery to tailored recommendations and workflows
Comprehensive integration capabilities: Offers over 100 out-of-the-box integrations with major CX systems like Salesforce and Zendesk, facilitating rapid, secure data synchronisation
Dynamic scaling and development: Supports rapid scaling with no-code tools offered by a no-code development agency alongside traditional development methods, enhancing contact center customisation
Real-time updates: Keeps customers well-informed with real-time status updates for proactive service management
Flexible deployment options: Allows connection to any carrier and selection of cloud regions to meet specific business requirements
AppConnect marketplace: A digital marketplace for CX applications, offering a wide range of additional functionalities and extensions
Talkdesk has 4 pricing plans:
CX cloud digital essentials: $85/user/month
CX cloud essentials: $85/user/month
CX cloud elevate: $115/user/month
CX cloud elite: $145/user/month
“This software is incredibly easy to use. Agents learn to use this tool in a matter of moments. Additionally, the Studio for IVR allows incredible flexibility in our IVR. This has made it easier for client to get to the correct team and helped to improve their overall satisfaction.”
-Kallen
Talkdesk redefines the capabilities of a modern contact center with its advanced cloud-native platform that integrates AI, high-quality voice services and robust security measures. It is on the costly side and is ideal only for big businesses with large calling operations.
Dialpad AI contact center is designed to enhance customer support by integrating AI to simplify coaching, ensure adherence to best practices and monitor customer satisfaction effectively.
This platform empowers agents by accelerating onboarding, providing real-time assistance and optimising customer interactions across various communication channels.
AI agent assist: Instantly provides answers to agents during customer interactions, ensuring they have the necessary support to address customer inquiries efficiently
Real-time assist cards: Offers customised, context-sensitive recommendations to agents in real-time, enhancing the quality of customer interactions
Multi-channel connectivity: Enables agents to seamlessly communicate with customers via calls, messages or meetings and manage conversations across devices through a unified AI-powered application
AI recaps: Automatically generates concise summaries and action items post-call, eliminating the need for manual note-taking and ensuring follow-up accuracy
Conversational AI chatbot: Connects to existing knowledge bases to deliver instant, relevant answers to customer queries, enhancing self-service capabilities
Quality assurance scorecards: Automatically evaluate each conversation against predefined quality metrics, ensuring consistent customer service quality and satisfaction
Standard: $15/user/month/billed monthly
Pro: $25/user/month/billed monthly
Enterprise: Custom plan for big teams
“App is easy to use, and easy integration with Google Contacts makes dialing a snap. All users can dial out VoiceIntelligence transcripts are useful and automatically generated. The accuracy is about 80%, usually good enough to easily tell what was being discussed even if some of the words are transcribed incorrectly.”
-Russell
Dialpad Ai Contact Center revolutionises the way customer interactions are managed by harnessing the power of artificial intelligence. It significantly reduces the effort and time required for agent training and provides essential tools to enhance customer engagement.
This platform is ideal for businesses looking to improve their customer service efficiency and effectiveness through innovative AI integration.
8×8 contact center is a comprehensive, secure cloud-based solution that streamlines collaboration among agents and enhances customer experiences. It offers a reliable and intuitive platform designed to support all agent activities and customer interactions efficiently.
Collaborative tools: Boosts agent and employee engagement with collaborative tools and operational functionalities designed for customer success.
AI self service: Supports all interaction channels with AI-powered self-service options to design superior customer experiences proactively.
Omnichannel routing: Delivers seamless customer service across various communication platforms including calls, emails and SMS, ensuring quick and effective response capabilities.
Composable workspaces: Features purpose-built, adaptable workspaces tailored to the needs of agents and supervisors, incorporating essential tools and information into a single user interface.
Advanced analytics and reporting: Offers customisable reports and automatic notifications to monitor contact center operations effectively, highlighting critical metrics and trends that impact customer experiences.
Extensive integration capabilities: Through the 8×8 Dynamic Integration Framework, it allows for rapid integration with various systems including Salesforce, Microsoft Dynamics 365, Zendesk, ServiceNow and Microsoft Azure.
8×8 has 5 pricing models: X2, X4, X6, X7 and X8. The pricing for these plans is not mentioned on their website but according to Forbes, the price ranges from $24 to $44 per user per month. To find the exact pricing, you’ll have to contact their sales team
“We really like the “click to dial” feature. It helped us a lot to avoid dialing to wrong numbers. The integration with our ERP system also makes it easier to control when the last call was placed to xyz customer.”
-Fabiano
8×8 Contact Center excels in delivering a feature-rich, highly reliable cloud solution that enhances both employee experience (EX) and customer experience (CX). With its strong focus on integration, analytics and adaptive user environments, 8×8 transforms contact center operations into streamlined, customer-centric hubs. This platform is particularly beneficial for businesses seeking to empower their workforce and elevate customer interactions through innovative technology and intelligent automation.
Five9 is a cloud-based contact center solution that allows managers to create a virtual contact center, integrating an Interactive Voice Response (IVR) system to deliver a consistent customer experience around the clock, anywhere in the world. It’s designed to optimise service delivery with high-quality voice and intelligent routing across various communication channels.
Global virtual contact center: Establishes a unified, 24/7 customer service experience with a cloud-based IVR, accessible globally.
Robust outbound dialers: Offers a suite of TCPA-compliant dialing options including blended, power, progressive, predictive and preview dialing to streamline outbound campaigns
Omnichannel routing: Directs customers to the most appropriate agents based on predefined business rules and customer preferences across multiple channels
Intelligent Virtual Assistant (IVA): Utilises advanced speech-enabled IVAs and Visual IVR for mobile devices, allowing customers to self-serve and providing operations with valuable insights into customer intent
Enterprise-ready: Supports thousands of agents with clustered voice media resources for high uptime and faster deployment than traditional on-prem solutions
High-quality voice: Ensures carrier-grade voice quality with optimised routing to maintain superior service standards
Advanced dialing features: Includes predictive, power, progressive and preview dialing to enhance the efficiency of outbound calling strategies
Campaign and list management: Offers sophisticated tools to manage campaigns effectively, track sales processes and improve operational efficiencies
“After several trials with other dialer systems and getting out of a contract with another dialer company, Five9 is simply one of the best systems for large organisations. Not only is it user friendly and easy to set up and management, the reporting functions are great and customisable.”
-Kimber
Digital: $175 monthly (No voice communication, only digital: chat, email and SMS)
Core: $175 monthly (Only voice)
Premium: $235 monthly (Voice plus digital)
Optimum: $290 monthly
Ultimate: $325 monthly
Five9 stands out as a leader in cloud contact center solutions, providing businesses with the tools to manage global operations seamlessly and efficiently. This platform is especially suitable for organisations looking to expand their reach and capabilities with reliable, innovative and scalable cloud solutions.
Genesys provides a sophisticated cloud-based call center platform that enables businesses to deliver personalised and efficient customer experiences across various communication channels. This platform integrates advanced features such as AI, automation and omnichannel routing to empower employees and delight customers.
Seamless omnichannel support: Offers real-time responses across digital channels like social media, live chat and traditional phone systems, creating cohesive customer journeys
AI and automation: Leverages AI to enhance both agent and customer experiences, facilitating quick access to information and enabling efficient problem-solving
Advanced voice services: Combines cloud telephony and unified communications to provide comprehensive call center services, ensuring availability and flexibility
Intelligent routing: Uses skills-based and intelligent routing to direct customer interactions to the right agent, enhancing the effectiveness of support provided
Inbound and outbound capabilities: Manages inbound customer queries and outbound communication strategies effectively, improving engagement and customer satisfaction
Interactive Voice Response (IVR) and self-service: Streamlines customer interactions with efficient call center IVR systems, allowing for profitable and satisfying self-service options
Workforce Engagement Management (WEM): Equips employees with the necessary tools and opportunities for growth, which in turn fosters better customer service
Unified communication and collaboration: Facilitates seamless internal collaboration with a single platform solution, enhancing employee productivity and service quality
Customisable and integrated platform: Offers a flexible and integrative framework that supports rapid deployment and reduces IT overhead, allowing businesses to tailor the platform to their specific needs
Genesys has 3 major pricing models:
Cloud 1: $75/month (Voice communication)
Cloud 2:
$95/month (Digital)
$115/month (Digital+Voice)
Cloud 3:
$135/month (Digital+Workforce Engagement Management)
$155/month (Digital+Workforce Engagement Management+Voice)
“Genesys cloud cx has been an invaluable asset to our company as the industry’s leading cloud contact center platform. The fact that it may be easily modified to meet your specific needs is another plus. It’s constantly up-to-date and it takes very little time and work to put into deployment.”
-Saskia
Genesys stands out in the market as a comprehensive solution that not only meets but anticipates customer needs, driving brand loyalty and operational efficiency. With its robust set of tools and capabilities, Genesys enables businesses to provide superior service and adapt to evolving customer expectations.
Vonage Contact Center (VCC) is an advanced call center solution that integrates deeply with CRM systems to enhance customer interactions and drive sales through superior service. It provides a seamless blend of customer data and communication tools to deliver a personalised and efficient customer experience.
CRM integration: VCC integrates seamlessly with major CRM platforms like Salesforce, enhancing service and sales capabilities with easy access to customer data and interactions
Omnichannel communication: Supports multiple communication channels, including voice, digital channels, video and more, ensuring customers can interact in their preferred methods.
Cloud-native flexibility: Offers on-demand scalability and privacy, allowing businesses to adjust resources as needed while ensuring data security
AI and automation: Leverages AI to improve customer service operations, including dynamic routing and self-service options, reducing operational costs and improving response times
Advanced analytics: Features customisable dashboards and real-time KPI monitoring, helping businesses track and optimise their operations effectively
Vonage has three pricing models:
Mobile: $13.99 per month/per line (plus taxes & fees)
Premium: $20.99 per month/per line (plus taxes & fees)
Advanced: $27.99 per month/per line (plus taxes & fees)
“For agents it is very easy to use from day one with no learning curve. It allows calls to be easily taken, answered, transferred and recorded.”
-Pippa
Vonage contact center is a top-tier solution for businesses seeking a robust, integrated and adaptable contact center platform. Its comprehensive feature set, including powerful CRM integrations, AI-driven enhancements and multi-channel support, makes it an ideal choice for enhancing agent productivity and delivering exceptional customer experiences.
NICE provides a cloud-based contact center solution that helps businesses deliver exceptional customer service. By integrating sophisticated artificial intelligence, comprehensive analytics and omnichannel capabilities, NICE transforms customer interactions into valuable insights and elevated experiences.
Advanced AI and automation: NICE leverages AI to automate routine tasks, offer real-time guidance to agents and predict customer behaviour, enhancing both the efficiency and quality of customer interactions.
Omnichannel communication: Ensures a seamless customer journey across multiple channels including voice, email, chat and social media, providing consistent service that meets modern consumer expectations.
Robust analytics: Features powerful analytics tools that dive deep into customer data and agent performance, offering actionable insights to drive strategic decisions and optimise contact center operations.
Workforce optimisation: Includes workforce management tools that help forecast call volumes, schedule agents efficiently and manage staff in real-time, ensuring top-notch customer service.
Interactive Voice Response (IVR): Utilises natural language understanding to enhance IVR systems, allowing customers to speak naturally and navigate services more intuitively.
Nice offers six pricing models based on the requirements and use cases of call centers:
Digital agent: $71/month
Voice agent: $94/month
Omnichannel agent: $110/month
Essential suite: $135/month
Core suite: $169/month
Complete suite: $209/month
“The good thing about Nice InContact is that it is easy to setup and user friendly. We have been using the software for last 5 years and it never gave any major troubles. The support contact is very responsive and helped quickly with issues.”
(Source-Gartner)
NICE stands out as a premier provider of cloud contact center solutions with its robust suite of advanced features designed to optimise customer interactions and improve operational efficiencies. With NICE, companies can expect a reliable, scalable and insightful customer service platform that not only drives customer satisfaction but also enhances agent productivity and overall business performance.
Flex contact center is a cutting-edge, customisable platform designed to streamline customer interactions and enhance support efficiency. It enables businesses to modernise their contact centers by integrating seamlessly with existing systems, adding new communication channels and offering tailored workflows that adapt to unique business needs and customer demands.
Highly customisable interface: Allows businesses to personalise every aspect of the contact center, from UI to workflow and beyond, ensuring a perfect fit with existing operations.
Seamless integration: Works alongside current systems to enhance capabilities without disrupting ongoing operations, enabling the addition of new channels for smoother customer engagement.
Dynamic routing: Offers flexible routing options that direct tasks to the most appropriate agents, improving efficiency and customer satisfaction.
Comprehensive self-service options: Includes intelligent self-service flows that allow customers to resolve common questions independently or seamlessly escalate to live agents when needed.
Real-time reporting: Features customisable reporting tools that provide real-time insights into contact center performance, helping businesses to continuously adapt and improve.
Support for diverse digital channels: Ensures that customers can engage across their preferred channels, enhancing accessibility and satisfaction.
Per-hour pricing: Starting at $1 per active user hour
Per-user pricing: Starting at $150 per named user
“Twilio has been our partner for our daily lives in work. What I love the most about this software is that this has the capability of pulling up a report depends on what we need by creating our own dashboard in “Analyse” tab.”
-Jonel
Flex Contact Center is an ideal solution for businesses looking to enhance customer interactions through a flexible, powerful and highly adaptable contact center platform. With its emphasis on customisation and integration, Flex ensures that businesses can deliver personalised support efficiently, making both agents and customers happier.
Knowlarity provides a cloud-based call center solution designed to streamline communication processes and enhance customer interactions across global platforms. It leverages advanced technology to manage high call volumes, optimise agent performance and integrate seamlessly with existing CRM systems.
Call routing and recording: Routes calls efficiently to available agents while recording both inbound and outbound calls in real-time, ensuring quality control and compliance.
International numbers: Offers virtual numbers across multiple countries, allowing businesses to establish a global presence and manage international customer interactions easily.
Sticky agent concept: Directs repeat callers back to the agents they previously interacted with, providing a more personalised and consistent customer experience.
Mobile app access: Enhances control and visibility over business communications through a mobile application, making it easier to manage customer support on the go.
Call center analytics dashboard: Monitors performance and analyses caller trends through comprehensive dashboards that provide end-to-end insights, driving strategic business decisions.
Centralised monitoring of customer journey: Offers complete visibility into all customer interactions, tracking both incoming and outgoing calls for enhanced customer journey insights.
Knowlarity has an extremely detailed feature-based pricing model for call centers with different use cases. The basic contact center solution pricing has three plans:
Inbound and contact center: ₹1999/month
Inbound and outbound contact center: ₹2999/month
Inbound and outbound contact center with lead management: ₹3499/month
“Knowlarity is almost a ready-made Telephoy solution which can be very easily deployed in the existing business. The customisations and other setup related changes are very few and the implementation team helps in making the system like in just 4 to 5 days.”
-Ashutosh
Knowlarity’s Cloud Call Center Solution stands out as a robust platform designed for modern businesses seeking efficient, scalable and integrated communication tools. It combines powerful call management features with strategic analytics capabilities, making it an ideal choice for organisations aiming to improve their operational efficiencies and customer service quality on a global scale.
You might get confused with the diverse feature list in the options above, but worry not! The following must-have features in a call center software will serve as your guide when you set to choose a solution for your call center:
Customers like to reach out in all sorts of ways — voice, email, chat, SMS and social media. Call center software that supports these diverse channels ensures that no matter where the conversation starts, it can be handled smoothly and efficiently.
Ever wonder how the right calls always seem to land with the right agents? That’s automated call routing at work. It intelligently directs calls based on agent skills, availability and more, keeping things running like clockwork.
IVR systems let customers solve their issues through simple self-service options, reducing the need for direct agent interaction. With advancements like natural language processing, these systems are becoming more intuitive and helpful than ever.
Whether it’s for training, quality assurance or compliance, being able to record and monitor calls is invaluable. This feature helps ensure that your team is consistently delivering top-notch service.
Knowledge is power, especially when it comes to customer interactions. Detailed analytics help you understand everything from call volumes to agent performance, turning raw data into actionable insights.
Managing a call center team is no small feat. WFM tools help forecast call volumes and schedule the right number of agents, ensuring you’re never understaffed or overstaffed.
Imagine having all your customer interactions and history at your fingertips. Integrating your call center software with CRM systems does just that, enabling more personalised and informed interactions.
From chatbots that handle simple inquiries to predictive dialers that optimise call schedules, AI is reshaping how call centers operate. These tools not only save time but also help tailor the customer experience.
Your needs today might not be your needs tomorrow. Cloud-based call center software can scale up or down as required, allowing you to adjust resources without a hitch.
Start by understanding what you really need. Are you looking for better customer interaction management, more robust analytics or perhaps a solution that scales easily? Listing your priorities will help narrow down the choices.
How well does the software play with others? Seamless integration with your existing CRM, ERP or other business systems is crucial.
This ensures that all your customer data and interactions are synchronised across platforms, providing a unified view that’s essential for effective service.
Business needs evolve and so should your call center software. Whether you’re expanding your customer base or exploring new markets, the software must be able to scale accordingly. Look for cloud-based solutions that offer flexibility without the need for extensive hardware upgrades.
Customers today might call, text, email or reach out via social media. Your call center software should be able to handle all these channels—and manage them well. Omnichannel capabilities are not just nice to have; they’re a must.
If it’s a chore for your agents to use, it’s not the right tool. The user interface should be intuitive and user-friendly. Remember, the quicker your team can master the software, the faster they’ll be at solving customer issues.
The best software backed by subpar support is a recipe for frustration. Check the vendor’s reputation for customer service, their support offerings and whether they provide training and assistance for a smooth transition.
Pro Tip: Take advantage of free trials or demos. There’s no better way to know if the software fits your needs than by testing it in a live environment. Pay attention to how well the features align with your operations and how responsive the vendor is during this phase.
In this article, we’ve covered:
15 Best call center software options
Top features in a call center solution
How you can choose one for your business
Now it’s your chance to take the move! Visit the respective sites, try out their free trials, decide suitability and then go for the most appropriate solution!
Or you can save yourself the trouble and connect with India’s best call management software, Telecrm — designed for Indian call centers with a diverse set of features ranging from calling to lead management to analytics — all under one dashboard.
And the best part — it provides all features under one pricing model and is the most affordable call center software in the market!
Contact our sales team and Start your journey today!
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