Senest opdateret November 20, 2023
In the not-too-distant past, customers had few choices when they needed to contact a company. That's changed - today, businesses can use chatbot services, email, live chat, video calls, social media, and more to connect with their customers. Though there's now a wealth of support options, the Zendesk Customer Experience Trends Report 2022 found that the majority of customers prefer to use the phone to resolve issues with a company.
Handling customer inquiries via phone can introduce complications and new costs, but fortunately, outbound call center solutions and outbound calling services help mitigate the expenses of setting up and administering phone support. This software also makes phone support more efficient thanks to time-saving features like intelligent call routing.
Read on to discover the definition of outbound call center software, key features to look for, benefits, and best practices. Plus, learn how to choose the best solution for your business.
Table of contents
What is outbound call center software?
Outbound call center software is a tool that helps agents make outgoing calls
to customers, prospects, and leads. It can be used to achieve a range of
business-specific goals, including:
Service and product feedback
With the right outbound call center solution, businesses have a better chance
of increasing agent productivity, automating call processes, and boosting
overall call center skills.
Who uses outbound call center software?
Outbound call center software is great for any business that manages a high
volume of outbound calls. It is most commonly used by companies in these
Why should you use an outbound call center?
Outbound call center companies are helpful for a wide range of businesses and
operational needs. You should consider one if your business:
Makes sales or sets sales appointments via telephone
Conducts research through telephone polls or interviews
Provides phone support for proactive customer service
Reaches out to existing customers for renewals
Of course, just because your business doesn't do any of the above doesn't mean
an outbound call center isn't worth exploring. Any activity that requires a
lot of outgoing calls could run smoother with outbound call center software.
What makes an outbound call center different from an inbound call center?
There are a couple of differences between an outbound call center and an inbound call center. Inbound call centers receive and monitor all incoming customer calls.
Support teams usually field these calls with the goal of retaining clientele
and building customer loyalty.
On the other hand, outbound call centersmake outgoing calls to prospects or
leads to try and make a sale. The goal with outbound calls is to create
interest among potential customers. Some companies also use outbound calling
to conduct market research or survey shoppers.
Comparison of the top outbound call center solutions
|Software||Starting price||Free trial||Key features|
|Zendesk||$55 per user/month||14 days||
|Avaya||$48 per user/month||N/A||
|Aircall||$30 per user/month||7 days||
|Zoho Desk||$14 per user/month||15 days||
|HubSpot||$45 per user/month||14 days||
|Vonage||$19 per user/month||14 days||
|Talkdesk||$75 per user/month||30 days||
|Freshdesk Contact Center||$15 per user/month||Free plan available||
|CloudTalk||$25 per user/month||14 days||
|Webex Contact Center||$25 per user/month||Free plan available||
|LiveAgent Contact Center||$15 per user/month||14 days||
|Dixa||$39 per user/month||14 days||
|Dialpad||$15 per user/month||14 days||
|Twilio Flex||$150 per user/month||30 days||
|Ring.io||$69 per user/month||N/A||
17 best outbound call center software
There are many different types of outbound call center software—each with unique features and capabilities. If you’re looking to incorporate quality software into your outbound call center team, get inspired by this list of the 17 best outbound call center software.
Zendesk call center software is an integrated voice solution that facilitates a modern customer experience. Zendesk is flexible enough to suit the needs of a wide variety of businesses yet powerful enough to enhance the work of sophisticated sales and service operations.
Additionally, other software can integrate with Zendesk to provide an improved experience for both your customers and your team. For example, Zendesk integrates with other CRMs such as RingCentral, Avaya, Talkdesk, Dialpad, Twilio Flex, and many more. It can also connect with its own customer service solutions and CRM solution.
You can sync your existing outbound call center solutions with any of our 90+ telephony providers. In the unlikely event one of our providers doesn't work, you can always build your own integration. Thanks to the powerful extensibility of Zendesk, you can upgrade your voice capabilities by connecting new services and tools.
With features like group routing, overflow routing, and interactive voice response (IVR), you can ensure customers reach the right agent at the right time. Plus, you have ultimate control over the logistics of your call center. Among other things, Zendesk enables you to configure maximum queue size, wait time, and callback settings.
Group, overflow, and after-hours call routing
APIs, webhooks, and SDKs
Dashboards and reporting
Voicemail and text messaging
Priority phone numbers
Calling web widget
Outbound caller ID and call blocking
Mute and call forwarding
Suite Team: $55 per user/month
Suite Growth: $89 per user/month
Suite Professional: $115 per user/month
Suite Enterprise: Contact sales
Free trial: 14 days
RingCentral's outbound contact center software is a hybrid solution, so it includes inbound calling features as well. This makes RingCentral well-suited for teams with robust needs. However, if you're just getting started with your outbound call center, you may not use many of the features.
RingCentral's Unlimited Plan - which you'll need for outbound calls - offers predictive dialers, agent scripting, advanced IVR, omnichannel routing, and more. RingCentral does not publish pricing for its outbound calling software, so you'll need to contact sales to see if it fits your budget. Be sure to take advantage of the RingCentral and Zendesk integration to help improve your customer experience.
Automatic call recording
Multi-site admin and management
Integrations with Zendesk and other popular apps
Advanced call handling (including whisper, barge, and more)
Contact RingCentral for a quote
Free trial: No free trial
Avaya boasts a large selection of solutions, but the outbound call center software is available in the Voice package. You can also opt for the All Media package (which is more expensive than Voice). Regardless of the package you choose, Avaya is packed with powerful features.
You can use Avaya to facilitate AI-powered self-service automation, intelligent routing, and workflow customization. You can also build your own virtual agent to make the outbound calling experience even more efficient. Plus, Avaya integrates with Zendesk as well as other apps and software.
Inbound and outbound voice
Reporting and analytics
Unlimited email, web chat, and text messaging
Digital: $48 per user/month
Voice: $83 per user/month
All Media: $125 per user/month
Free trial: Not available
If you're looking to improve the productivity of your sales team with a solution that can sync with your CRM or help desk, Aircall is worth a look. This software features a computer telephony integration that makes integrating with your current systems as easy as clicking a button.
From there, your outbound calling team can trigger automations, monitor call activity, and much more - all from your CRM or help desk. Aircall also connects with Zendesk and other apps to help boost customer satisfaction.
Voicemail by email
CRM and help desk integrations
Call monitoring and whispering
Essentials: $30 per user/month
Professional: $50 per user/month
Custom: Contact sales
Free trial: 7 days
5. Zoho Desk
You may know Zoho Desk as a help desk solution, but it also includes powerful outbound call center software. Zoho's customer service telephony is cloud-based and easy to hook up, especially if you're already using Zoho Desk.
The native integration between Zoho's help desk and contact center software creates great synergy between the tools. For example, when customers leave voice messages, the Zoho Desk help desk logs those voicemails as new tickets. From there, it's a seamless process for agents to manage and respond to inquiries.
To access Zoho Desk's outbound call center features, you'll need either the Professional or Enterprise plan, which costs $23 and $40 per agent per month, respectively.
Calls reports and dashboards
Agent availability tracking
Call transfer, recording, hold, and mute
Call queue management
Standard: $14 per user/month
Professional: $23 per user/month
Enterprise: $40 per user/month
Free trial: 15 days
While HubSpot is much more than an outbound call center solution, it's flexible enough to suit your call center needs. HubSpot can integrate with a wide variety of call center tools, enabling you to use your preferred software on top of HubSpot's popular CRM and sales and marketing tools.
Along with its robust reporting features, HubSpot includes automation tools, shared email inboxes, self-service tools, and live chat. The plans range from $45 to $1,200 per month, and you may incur additional fees depending on which call center tools you want to integrate with HubSpot.
Email health reporting
Tracking and reporting
Starter: $45 per user/month
Professional: $450 per user/month
Enterprise: $1,200 per user/month
Free trial: 14 days
Vonage is a customizable outbound call center software with solid features out-of-the-box and many available add-ons. Vonage integrates with numerous CRMs and apps, such as Zendesk, HubSpot, and Salesforce.
However, certain features may be limited depending on your current tech stack. For example, Vonage only offers omnichannel support if you're a Salesforce user. Zendesk users can leverage video and screen sharing with the Vonage Contact Center integration.
IVR and automatic call distribution (ACD)
Real-time activity dashboards
Skills-based call routing
Monthly: $19.99 per user/month
Premium: $29.99 per user/month
Advanced: $40 per user/month
Free trial: 14 days
With capabilities to handle inbound and outbound calls, Talkdesk is a hybrid call center solution deployed on the cloud. Using Talkdesk, agents and their managers can streamline outbound call workflows. Plus, the intuitive Talkdesk mobile app makes it possible for sales reps to handle outbound calls anywhere at any time.
Talkdesk is exceedingly flexible, too, with features like after-hour and/or part-time staffing options. You can also try the Talkdesk Connector integration with Zendesk to enhance your calls.
Conversations mobile app
Essentials: $75 per user/month
Elevate: $95 per user/month
Elite: $125 per user/month
Free trial: 30 days
Formerly known as Freshcaller, Freshdesk Contact Center is a cloud-based outbound call center software option. Whether you're looking to set up a local or international call center, you can purchase a toll-free number, connect your CRM, configure your dashboard, and record calls using Freshdesk's contact center software.
Freshdesk offers a free contact center plan as well as three paid plans. For more advanced features - such as routing automation, power dialer, and call monitoring - you'll need at least the Pro plan, which starts at $39 per agent per month, plus usage fees. You can do a free trial of any paid Freshdesk Contact Center plan.
Advanced call metrics
Growth: $15 per user/month
Pro: $39 per user/month
Elite: $69 per user/month
Free trial: Free plan available
Through CloudTalk, you can purchase a new call center phone number in more than 140 countries. Its simple user interface can be a great fit for small call center teams who are starting to ramp up operations. Users can also make calls globally with the CloudTalk for Support Zendesk integration.
Features include smart dialing, call recording, two-way sync, and intuitive CRM and help desk integrations. CloudTalk offers three pre-assembled packages ranging in price from $25 to $50 per month per user. However, you'll need to opt for a custom plan to enable outbound calling. With a custom plan, you'll gain unlimited outbound calls at a flat rate.
Unlimited inbound and outbound calls
Unlimited call queuing
Analytics with unlimited history
Starter: $25 per user/month
Essential: $30 per user/month
Expert: $50 per user/month
Custom: Contact CloudTalk for a quote
Free trial: 14 days
Webex Contact Center by Cisco is a cloud-based solution that is relatively fast and cost-effective to deploy. With its full feature set, Webex is suitable for businesses with up to 1,000 remote or on-site agents working at the same time.
However, Webex may also be a fit for companies just getting started that want to set up a basic outbound calling center quickly. It integrates with Zendesk and many other apps.
To access Webex's contact center features, you'll need the Call plan, which starts at $17 per user per month. You can also opt for the Meet + Call plan, which includes various meeting and contact center features. Or, you can work with Webex to build a custom plan for your needs.
Call waiting, hold, transfer, and forwarding
Unlimited domestic and local calls
Call: $17 per user/month
Meet + Call: $25 per user/month
Enterprise: Contact Webex for a quote
Custom: Contact Webex for a quote
Free trial: Free plan available
You can do just about any telephony communication you need with LiveAgent's cloud-based call center software. It supports local and internal calls, as well as inbound and outbound calling. LiveAgent also helps facilitate proactive customer support, product or service renewals, and upselling or cross-selling.
Like Zendesk and a couple of other options on this list, LiveAgent is a full-featured help desk - the call center software is just one part of it. But to unlock call center support, you'll need LiveAgent's All-Inclusive plan, which starts at $49 per agent per month. If you'd like to take LiveAgent for a spin, you can sign up for a free trial.
Call transfers and routing
Unlimited call recordings
API and integrations
Ticket: $15 per user/month
Ticket + Chat: $29 per user/month
All-Inclusive: $49 per user/month
Free trial: 14 days
Dixa delivers an easy yet powerful experience for both managers and agents. The software runs in your browser and offers robust customization options. Advanced calling features allow managers to listen in on calls and provide guidance in real time.
Dixa works with both inbound and outbound calling, but the plans (Essential, Growth, Ultimate, and Custom) include varying degrees of call center features. You can also create a custom plan that fits the needs of your business.
Call forwarding, recording, and monitoring
Custom wait music
In-queue phone position announcements
Essential: $39 per user/month
Growth: $89 per user/month
Ultimate: $139 per user/month
Custom: Contact Dixa for a quote
Free trial: 14 days
Dialpad offers robust inbound and outbound call center software with unique features like real-time transcription and sentiment analysis. Dialpad also boasts built-in AI that surfaces call scripts for difficult questions, making agents as helpful and productive as possible. Plus, the mobile app allows you to stay connected from anywhere on any device.
Dialpad offers three versions of its hybrid call center software - Standard, Pro, and Enterprise - so you can choose the best fit for your team. Additionally, the Dialpad and Zendesk integration can further simplify your operations, as everything will be on one system.
Analytics and reporting
Standard: $15 per user/month
Pro: $25 per user/month
Enterprise: Contact Dialpad for a quote
Free trial: 14 days
15. Twilio Flex
Though it's a little different from the other software on this list, Twilio Flex is fully capable of empowering your outbound call center team. Rather than a standalone product, Twilio Flex is a fully programmable call center platform that enables you to build a customized outbound call center for your business.
You can use Twilio's Voice SDK to create your own virtual phone system, design web-based calling apps, transcribe calls, manage call queues, and more. Twilio Flex also integrates with Zendesk and other apps. Pricing options include a flat rate of $150 per user per month or $1 per active user per hour.
Reports, dashboards, and KPIs
Twilio Flex (per-hour pricing): $1 per active user/hour
Twilio Flex (flat rate): $150 per user/month
Free trial: 30 days
Ring.io is another cloud-based outbound call center software that helps reps have meaningful and needle-moving conversations with customers. The software incorporates click-to-call dialer functionality, which is optimal for connection and speed reliability. It is also useful for working through lead lists quickly and accelerating productivity.
Ring.io works with a wide range of devices, including iOS and Android devices, PCs, Macs, and VoIP phones. Plus, the software integrates seamlessly with Zendesk. This software needs to be integrated with another product to work, such as Zendesk, Pipedrive, or Hubspot.
Unlimited call recording
Report and analytics
Ring.io for Pipedrive: $69 per user/month
Ring.io for Zendesk Sell: $69 per user/month
Ring.io for HubSpot: $89 per user/month
Free trial: No free trial
Five9 is a cloud-based solution that allows agents to work from anywhere. The software is also completely customizable to fit your organization's needs. Plus, Five9 is easy to use, delivers a clear voice, is affordable, and provides strong security features.
Five9 boasts call routing, omnichannel support, CRM integration (including a Zendesk Sell integration), analytics, and predicative calling. It also offers call center software for customer service, telemarketing, sales, collections, and outsourcers.
On-screen caller information
Reporting and analytics
Contact Five9 for a quote
Free trial: No free trial
Core features of outbound call center software
It's not uncommon for organizations to outsource outbound calling through third-party outbound call center services. Though services vary, most outbound calling solutions offer one or more of the following:
Telesales, upsales, and renewals
Competitive market research
If you decide to keep your outbound calling in-house, you'll need an outbound call center solution that doesn't get in your way. That means choosing software that provides (at a minimum) the features you need to get started.
Of course, more sophisticated solutions may have additional features - read on to explore the fundamental features to look for in outbound call center solutions.
Centralized customer view
It's essential to choose an outbound call center solution with a centralized customer view. This is a dashboard within the software that consolidates data from various customer touchpoints in one place. It gives agents the key customer context needed to personalize their conversations and keeps the sales and service teams in sync.
Additionally, this capability allows agents to manage customer conversations across multiple support channels. Agents can handle calls, voicemails, and texts in the same place they manage emails, chat, and social messaging.
For example, luxury fashion brand Liberty London leveraged Zendesk to manage voice calls in the same platform used for emails. All contact data was captured within the same system, and agents could take calls on a variety of devices using Zendesk software.
Since making the change, Liberty London has decreased its first-reply time by 73 percent and its resolution time by 11 percent. As a result, the brand's CSAT score is up 9 percent year over year.
Digital channel switching
Sometimes, agents may need to follow up on a phone conversation with a customer via email or messaging to send things like receipts, feedback surveys, or additional information.
To do this, agents need outbound call center services with a digital channel switching capability - this allows agents to easily switch to a more convenient communication channel on the fly.
Apps and integrations
When outbound call center software is compatible with other apps, agents can tailor the software features to specific team needs. Integrations help extend your software with additional tools, such as advanced call transcription and quality assurance capabilities.
Using apps and integrations can ensure that your outbound call center solution works seamlessly with the other tools your call center reps depend on:
Zendesk integrates with many of the software options listed above to help agents deliver the best customer experience. For example, Avid Ratings took advantage of the Zendesk platform to scale and improve its support operations. By connecting Zendesk with integrations across the business, Avid Ratings saw a 67 percent decrease in first response time.
Analytics and reporting
Many outbound call center solutions offer real-time analytics and cross-channel reporting capabilities that help agents and reps compare phone performance to messaging, email, chat, and other conversational experiences.
Call monitoring and recording
Call monitoring is an indispensable feature for managers because it enables them to keep tabs on agents in real time. This can be especially useful for new hires, who managers may need to assist if a call is going poorly.
Managers can also glean valuable insights on performance - for example, by using call monitoring, managers and agents can learn from past calls and improve future interactions.
Tagging helps you organize calls by agent, customer segment, time of day, or any other parameter you choose. That way, you can easily review your call data and pull recordings to do performance reviews, training sessions, and so forth.
If you've ever worked as or with an outbound calling agent, then you know how much time dialing can waste. Not only do you need to punch in numbers manually, but you also spend extra time dialing phone numbers that aren't active or go to voicemail.
Power dialers eliminate this wasted time by dialing numbers automatically and connecting a live agent when a prospect actually picks up. Not all outbound call center software has this feature, but it's a game-changer for larger operations.
Benefits of outbound call center software
Most companies manage more than one customer service channel. As channels multiply, it becomes more difficult to maintain continuity in the customer experience. Fortunately, good outbound call center software improves your ability to provide a unified customer experience.
That's why it's important to look for call center software that integrates with your existing tools. Below are the other top benefits of outbound call center software for businesses.
Provide proactive support
Outbound call center software enables you to provide proactive support. This can be done through features or within a unified customer dashboard that provides continuous information and resources. In doing so, your team is also building rapport with customers.
Reach more potential customers
Outbound call center software streamlines the cold calling process and makes it easier to reach out to more potential customers. This is because outbound call center software provides features like autodialers to make more calls at a faster rate, dashboards to consolidate leads and customer data, and other CRM integrations.
Increase agent productivity
Outbound call center software makes your outbound calling faster and more effective. Features like power dialing, organized contact lists, and integrations allow agents to focus on talking (not dialing) and get more done.
Personalize phone conversations
Good outbound call center software equips agents and managers with critical context about the customer on centralized dashboards, enabling them to personalize phone conversations.
Easily track performance
Outbound call center software helps you track performance across the team. Most software options come with at least a basic level of reporting and analytics, allowing managers and agents to set goals and assess performance.
First response time
Call volume trends
Call handle time
First call resolution (FCR)
Quality of recent support
Average wait time
How to choose the right outbound call center software for your business
Choosing outbound call center software can feel overwhelming. To make the process a little easier, focus on these considerations when evaluating potential software for your business.
Is the software scalable and agile?
The first elements to consider when choosing software are scalability and agility. Ask yourself:
Does it pair well with the software the team already uses?
How much will it cost to set up and deploy?
Will it be able to scale with my business over time?
Agile software allows agents to quickly adopt tactics and improve the customer experience as consumer expectations change. And as your business and customer base expands, the software should be able to accommodate that growth and your evolving needs.
What are the time to value (TTV) and total cost of ownership?
Time to value (TTV) and total cost of ownership are other criteria to consider while browsing. TTV is the time it takes a customer to see the benefits of your product. The shorter the TTV, the faster your new software will demonstrate its value to sales reps, service agents, managers, and executives who may be skeptical about the investment.
Outbound call centers come with varying prices and features, so you'll need to compare these factors to find the best fit. Plus, you must consider if the software will be simple to set up and implement.
How is the agent and customer experience?
Make sure the software will improve the experience for both your call center reps and your customers. Ask yourself: Will my team have a positive experience with this software? Will the customer have an easy time navigating the support channels? Will the software help deliver the best possible customer experience?
Does it keep the business in sync?
A good outbound call center solution will help ensure your business operations run smoothly. The software should have a centralized platform and offer app integration capabilities so your current tools can sync with the software.
Outbound call center best practices
Read on to explore helpful tips and best practices to follow after deploying your outbound call center software.
Invest in prospect research
Take the extra time and effort to research your prospect. Prepare for a customer call by thoroughly reviewing their information, such as active tickets, feedback notes, and past interactions.
Build a training program for your team
Ensure you create a formal training program so everyone can hone their skills. Consider bringing real-world examples into your training, and use tools like call monitoring software to help managers provide real-time feedback to their agents - this can help mold a successful call center team.
Equip your team with the tools they need to succeed
In addition to a formal training program, you'll need to provide your team with the tools to perform successful outbound calls while maintaining top-notch customer service. For example, you may want to offer:
Outbound call center software
Call recording and monitoring
Pace call volume and output expectations
To avoid call center burnout, pace call volume and output expectations in your outbound call center. You should also clearly communicate your expectations to the team, so everyone's on the same page.
Track metrics closely
Monitor outbound call center metrics and set up KPIs. They help measure your team's performance and indicate whether it's on track with business goals. Examples of KPIs include:
Answer success rate
Average call duration and handling time
Answering machine detection rate
Agent pause time
Call abandonment rate
Align service and sales teams
Implementing an outbound call center solution that aligns sales and customer service is essential to ensure data is accurate across the board. It can unify the customer vision and boost employee satisfaction, which leads to a better overall customer experience. It can also foster a culture of collaboration and feedback.
Frequently asked questions
Ready to try an outbound call center software solution?
Eager to increase customer value through renewals, provide proactive customer support, boost sales, perform market research, or all of the above? Regardless, an outbound call center software solution can make your and your employees’ lives much easier.
Related call center guides
Get additional information on how your team can provide better support over the phone and more about proactive support.