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Call center software

Discover impressively powerful yet surprisingly easy-to-use call center software that can help you build better relationships with your customers.

Last updated December 14, 2023

With the prominence of social media, live chat, email, chatbots, and other digital forms of communication, you might think traditional phone calls have gone the way of the dodo. But that couldn’t be further from the truth.

According to a 2022 survey by Statista, 30 percent of customers still pick up the phone to contact brands. This means that your business could be neglecting a sizable portion of your customer base if you ignore this channel.

Fortunately, providing customer support via phone doesn’t mean call centers must rely on outdated technology. Modern call center software can enhance the customer and employee experience while minimizing operating costs. Our guide provides a variety of market-leading contact center solutions, and the right software for your business is just a ring away.

More in this guide:

What is call center software?

Call center software helps organizations handle large volumes of inbound and/or outbound calls. It executes tasks such as routing calls, collecting caller information, triggering prerecorded FAQ answers, and transferring callers to other channels.

Any business with a high volume of outgoing and/or incoming phone calls can use call center solutions to improve the quality of their phone support service while decreasing operating costs. For example, automating call-handling processes can significantly reduce the frequency and impact of human error while also lessening call center burnout.

Top 20 call center software solutions

We’ve compiled the best call center software solutions into one comprehensive list to help you pick the best solution for your business.

1. Zendesk

A screenshot displays a preview of Zendesk call center software.

The call center software is embedded in the Zendesk Agent Workspace to create a seamless omnichannel experience for customers and employees. Your support team can manage voice conversations in the same place they manage email and texts for consistent support. Agents can also access customer profiles to personalize phone conversations.

AI-powered automations can assist with nearly every facet of the customer service experience—like responding to customers, summarizing and transcribing calls, and identifying congested channels—so your team can be more productive and focused. Our IVR system can gather customer information, intelligently route calls, and provide information to customers without the involvement of human agents.

Managers can track their phone support operations with real-time analytics and call monitoring software, applying those insights to make improvements. With our centralized reporting, you can understand how your phone support performs against other channels. Workforce management features can help you forecast staffing needs, build schedules, and visual agent activity.

Simple to set up and fully cloud-based, Zendesk allows teams to set up phone numbers, voicemail, and text messages right away. Additionally, our Voice API enables you to embed a call button on your website in mere minutes. That means there’s no need to involve IT, hire additional technicians, or manage new vendors—resulting in a fast time-to-value. With our flexible range of plans and comprehensive features, you receive a low overall total cost of ownership.

Features:

Pricing:

  • Suite Team: $55 per agent/month

  • Suite Growth: $89 per agent/month

  • Suite Professional: $115 per agent/month

  • Suite Enterprise: Talk to sales

  • Suite Enterprise Plus: Talk to sales

    *Plans are billed annually.

Free trial:

14 days

2. LiveAgent

A screenshot depicts call center software from the LiveAgent platform.
Image credit

LiveAgent offers call center software along with various customer service solutions. LiveAgent packages include full help desk capabilities such as live chat, ticket management, and omnichannel support. Its IVR system facilitates call routing, allowing callers to navigate a customized menu for prompt assistance.

The platform helps businesses maintain communication records, providing shareable chat transcripts and call recordings for quality assurance and compliance. LiveAgent's advanced call queue management can reduce customer wait times. Its call recording feature captures and stores audio data, which can aid in training and performance evaluation.

Features:

  • Interactive voice response

  • Reporting and analytics

  • Call routing and transfers

  • Customer callback

  • Call queues

  • Call recording

Pricing:

  • Medium: $29 per agent/month

  • Large: $49 per agent/month

  • Enterprise: $69 per agent/month

    *Plans are billed annually.

Free trial:

7 or 30 days

3. Dialpad Ai Contact Center

A screenshot shares Dialpad’s call center software.
Image credit

Dialpad Ai Contact Center supports calls, messaging, and hosting. Its features include call sentiment analysis, real-time text transcription, and built-in AI to automatically deliver question-specific call scripts to agents. The visual voicemail feature provides an interface for managing voicemails, letting users review, prioritize, and respond to messages.

Dialpad offers unlimited calling to its customers, which can help businesses operate without the constraints of per-minute billing. Number forwarding allows agents to redirect calls to the most appropriate team member or department. And custom call routing further tailors the call-handling process, allowing businesses to design specific call flows based on their unique needs.

Features:

  • Interactive voice response

  • Reporting and analytics

  • Call routing and transfers

  • Customer callback

  • Workforce management

  • Visual voicemail

  • Call sentiment analysis

Pricing:

  • Ai Contact Center Essentials: $80 per user/month

  • Ai Contact Center Advanced: $115 per user/month

  • Ai Contact Center Premium: $150 per user/month

    *Plans are billed annually.

Free trial:

14 days

Learn about the Dialpad integration for Zendesk.

4. Five9

A screenshot shares the call center software from the Five9 platform.
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Five9’s contact center packages include no-fee, long-distance calling, and users can set it up on existing equipment, depending on their needs. The software’s power dialer can automatically dial a list of numbers and connect agents to live calls.

Aside from its contact center software, Five9 also offers a range of telephony solutions, including business VoIP (Voice over Internet Protocol). Its virtual assistant can coach agents while they’re on calls, and Five9 also supports communication through digital channels like email, chat, and SMS.

Features:

  • Interactive voice response

  • Reporting and analytics

  • Call routing and transfers

  • Workforce management

  • Power dialer

  • Virtual agent

Pricing:

  • Core: $149 per user/month

  • Premium: $169 per user/month

  • Optimum: $199 per user/month

  • Ultimate: $229 per user/month

Free trial:

Unavailable

Learn about the Five9 integration for Zendesk.

5. Talkdesk

A screenshot shows Talkdesk’s call center software.
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Some call centers only take inbound calls, some only make outbound calls, but some, like Talkdesk, do both. Talkdesk includes call center features, such as a mobile app for agents to use wherever they are. Businesses can establish after-hours or part-time staffing features to handle calls with low volume or staffing.

Call and screen recordings help teams monitor the quality of customer interactions and apply them to agent training. And its cloud-based platform means businesses don’t need to download new software to on-site computers.

Features:

  • Interactive voice response

  • Reporting and analytics

  • Call routing and transfers

  • Workforce management

  • Virtual agent

  • Screen recording

Pricing:

  • CX Cloud Essentials: $75 per user/month

  • CX Cloud Elevate: $95 per user/month

  • CX Cloud Elite: $125 per user/month

  • Experience Clouds: Contact Talkdesk

    *Prices reflect a three-year commitment.

Free trial:

Unavailable

Learn about the Talkdesk integration for Zendesk.

6. Twilio Flex

A screenshot shares the call center of an insurance business that uses the Twilio Flex software.
Image credit

Twilio Flex provides a voice SDK (software development kit) and open API (application programming interface) that developers can use to create a call center solution customized to the company’s needs. Call transcription capabilities enable the automatic conversion of spoken words into text, providing an extra resource for training and quality assurance purposes. And queue management helps route incoming calls to available agents.

Twilio Flex also provides various phone number options, allowing businesses to choose local, toll-free, or national numbers based on their geographic reach and customer base.

Features:

  • Interactive voice response

  • Reporting and analytics

  • Call routing and transfers

  • Customer profiles

  • Local, national, and toll-free numbers

Pricing:

  • Per-hour: Starts at $1.00 per active user/hour

  • Per-user: Starts $150 per named user

Free trial:

Available (5,000 free active user hours)

Learn about the Twilio Flex integration for Zendesk.

7. RingCentral

A screenshot shares the call center software from the RingCentral platform.
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RingCentral is a communication and collaboration platform that can help businesses manage their call centers. The software’s push to talk is similar to a walkie-talkie and helps agents connect with customers and multitask. Team messaging within RingCentral provides a centralized space for real-time communication, file sharing, and collaboration.

RingCentral supports video conferencing, enabling teams to conduct virtual meetings and client presentations. The platform also offers whisper coaching, allowing managers to provide real-time guidance to agents during calls without the customer hearing. Additionally, shared phone lines enable teams to manage and collaborate on incoming calls, reducing the risk of missed opportunities.

Features:

  • Interactive voice response

  • Reporting and analytics

  • Call routing and transfers

  • Call whispering

  • Video conferencing

Pricing:

  • Core: $20 per user/month

  • Advanced: $25 per user/month

  • Ultra: $35 per user/month

  • RingCX powered by RingSense AI: $65 per agent/month

  • RingCentral Contact Center Enterprise: Contact RingCentral

    *Plans are billed annually.

Free trial:

14 days

Learn about the RingCentral integration for Zendesk.

8. CloudTalk

A screenshot depicts elements of CloudTalk’s call center software.
Image credit

CloudTalk is a cloud-based outbound and inbound call center solution. In addition to facilitating phone connections between businesses and their customers, CloudTalk lets businesses control call center operating costs, monitor call quality, and more. CloudTalk has call center apps that work with desktops, web browsers, and mobile devices.

The platform's smart dialer automatically dials numbers and skips unproductive calls so agents can be more efficient. Organizations can use the call flow designer to customize and design call workflows based on their needs. CloudTalk also offers AI call transcriptions, providing automated conversion of spoken words into written text for real-time analysis.

Features:

  • Interactive voice response

  • Reporting and analytics

  • Call routing and transfers

  • Customer callback

  • Smart dialer

  • Call flow designer

Pricing:

  • Starter: $25 per user/month

  • Essential: $30 per user/month

  • Expert: $50 per user/month

  • Custom: Contact CloudTalk

    *Plans are billed annually.

Free trial:

14 days

Learn about the CloudTalk integration for Zendesk.

9. Channels

A screenshot shares Channels’ call center software.
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Channels call center solutions come with various features to help agents carry out their tasks. The platform's call history gives agents up to 30 days of customer interactions to personalize support. And the real-time dashboard statistics visually represent key metrics, so managers can see insights into call center performance.

Channels incorporates call distribution rules that intelligently route calls to the most suitable agents based on criteria like skills, availability, or customer priority. Channels also has a customer recognition feature that can display individual details before a call.

Features:

  • Interactive voice response

  • Reporting and analytics

  • Call routing and transfers

  • Customer recognition

  • Call history

Pricing:

  • Plus: Starts at $24 per month (3 users, 5,000 web calls)

  • Advanced: Starts at $62 per month (5 users, unlimited web calls)

    *Plans are billed annually.

Free trial:

7 days

Learn about the Channels integration for Zendesk.

10. Nextiva

A screenshot shares the call center software of the Nextiva platform.
Image credit

Nextiva is a cloud-based contact center software. Nextiva's workforce management tools let managers optimize staffing levels, schedules, and other resources to maintain overall call center efficiency.

Virtual assistants can add a layer of automation to Nextiva's contact center solutions, enabling businesses to handle routine tasks without manual inputs. The platform also incorporates gamification elements to motivate and engage call center agents, encouraging healthy competition among agents.

Features:

  • Interactive voice response

  • Reporting and analytics

  • Call routing and transfers

  • Workforce management

  • Call recording

Pricing:

  • Core: Contact Nextiva

  • Premium: Contact Nextiva

  • Optimum: Contact Nextiva

  • Ultimate: Contact Nextiva

Free trial:

Unavailable

11. Bitrix24

A screenshot shares the call center software from the Bitrix24 platform.
Image credit

Bitrix24 is a call center software that supports inbound, outbound, external, and internal calling needs. The software provides project management tools, a website builder, and a standalone customer relationship management (CRM) tool. Its analytics provide insights into call center performance so managers can track key metrics, such as call volume, response times, and customer satisfaction.

Bitrix24 has call recording that can capture and store audio recordings straight to a business’s CRM. The software also offers AI-powered features including automated responses, customer scoring, and intelligent call routing. The mobile app lets agents stay connected and manage customer interactions on the go.

Features:

  • Interactive voice response

  • Reporting and analytics

  • Call routing and transfers

  • Workforce management

  • Mobile app

  • AI support

Pricing:

  • Free: $0 per month (limited features)

  • Basic: $49 per month (5 users)

  • Standard: $99 per month (50 users)

  • Professional: $199 per month (100 users)

  • Enterprise: $399 per month (250 users)

  • On-premise Business: Starts at $3,590 (50 users)

  • On-premise Enterprise: $24,990 (1,000+ users)

    *Plans are billed annually.

Free trial:

15 and 30 days

12. Aircall

A screenshot depicts Aircall’s call center software.
Image credit

Aircall is a cloud-based contact center solution with a shared agent inbox—reps can apply tags and comments to calls to keep everyone informed. Additionally, Aircall allows for the creation of blocklists, letting businesses filter out unwanted or spam calls.

Computer telephony integration (CTI) workflows provide a unified interface for managing calls within existing business applications. Furthermore, Aircall supports call forwarding to mobile phones when agents are away from their desks.

Features:

  • Interactive voice response

  • Reporting and analytics

  • Call routing and transfers

  • Customer callback

  • Workforce management

  • Call whispering

  • Blocklist numbers

Pricing:

  • Essentials: $30 per license/month (3 licenses)

  • Professional: $50 per license/month (3 licenses)

  • Custom: Contact Aircall (25-license minimum)

    *Plans are billed annually.

Free trial:

7 days

Learn about the Aircall integration for Zendesk.

13. Vonage

A screenshot depicts Vonage’s call center software.
Image credit

Vonage allows businesses to buy contact center software and hardware from the same place. Its out-of-the-box functionality is customizable with add-ons, plus it integrates with third-party CRMs, including Zendesk.

Vonage’s features include core functionality such as call monitoring, call tagging, and native messaging. It has an auto-dialer, so agents don’t have to spend time looking for the next phone number to call. And the software’s AI can assist with dynamic routing to help agents while they’re on calls and conduct post-call analysis.

Features:

  • Interactive voice response

  • Reporting and analytics

  • Call routing and transfers

  • Customer callback

  • Workforce management

  • Auto-dialer

  • Omnichannel support

Pricing:

  • Priority: Contact Vonage

  • Premium: Contact Vonage

Free trial:

Unavailable

Learn more about the Vonage contact center integration for Zendesk.

14. Webex

A screenshot shows call center software from Webex.
Image credit

The Webex call center system integrates video conferencing into a call center environment. As many as 1,000 on-site and/or remote employees can simultaneously operate in this cloud-based solution. Businesses receive unlimited local and domestic long-distance calls included in their subscription.

Webex’s auto attendant is a self-service option for callers and can route calls to agents. The platform’s call barging feature lets agents answer someone else’s call while they’re away or allows a manager to enter an ongoing call. Additionally, businesses can have video conferences up to 40-minutes long with Webex’s basic plan or up to 24 hours with higher tiers.

Features:

  • Call routing and transfers

  • Call barging

  • Video conferencing

  • Call recording

  • Call queue

Pricing:

  • Webex Call: $15.30 per license/month

  • Webex Suite: $22.50 per license/month

  • Webex Enterprise: Contact Webex

  • Contact Center: Contact Webex

  • Webex CPaas Solutions: Contact Webex

    *Plans are billed annually.

Free trial:

Unavailable

Learn about the Webex integration for Zendesk.

15. 3CX

A screenshot shows call center software from 3CX
Image credit

With 3CX, call center agents and their managers can conduct virtual meetings via web conferencing, serving customers on the phone, and more. 3CX provides contact center systems with on-premise, hosted, and cloud-based options.

Along with deployment flexibility, 3CX provides features like call pop-ups, click-to-call capabilities, and call journals. Reports can pull data from team calls and live chat history to track daily operations.

Features:

  • Interactive voice response

  • Reporting and analytics

  • Call routing and transfers

  • Customer callback

  • Call pop-ups

  • Click-to-call

Pricing:

  • Free: $0 per month (up to 10 users)

  • Small Business: Starts at $175 per system (10 users)

  • Professional: Starts at $145 per system (10 users)

  • Enterprise: Start at $180 per system (10 users)

    *Plans are billed annually.

Free trial:

Unavailable

Learn about the 3CX integration for Zendesk.

16. CallHippo

A screenshot shows CallHippo’s call center software.
Image credit

CallHippo is a SaaS (software as a service) call center solution for inbound and outbound calling. The cloud-based telephony platform incorporates gamification elements to motivate agents with a bit of friendly competition. Teams can compete to earn rewards and achieve milestones.

Businesses can use post-call surveys to gather valuable customer feedback after each interaction, while Smart Switch uses AI algorithms to manage call routing on the fly. And CallHippo's call queuing lets agents answer calls in the order they arrive. In addition to its packages, CallHippo offers paid add-ons for capabilities like custom caller ID, call transcription, voicemail transcription, and more.

Features:

  • Interactive voice response

  • Reporting and analytics

  • Call routing and transfers

  • Call hold audio

  • Post-call surveys

Pricing:

  • Basic: $0 per month (for startups)

  • Bronze: $16 per user/month

  • Silver: $24 per user/month

  • Platinum: $40 per user/month

    *Plans are billed annually.

Free trial:

10 days

Learn about the CallHippo integration for Zendesk.

17. GoTo Connect

A screenshot shows call center software from GoTo Connect.
Image credit

GoTo Connect’s contact center as a service (CCaaS) software supports phone systems, video meetings, and messaging. The platform features multiple, fully cloud-based plans that offer a wide range of call center functionality. Connect features customizable call flows, so you can evenly distribute calls to available team members.

GoTo Connect’s hot desking functionality allows employees to move freely between workstations by logging into any device. Additionally, it provides call filtering capabilities, which helps organizations manage and control incoming calls by automatically terminating calls from blocked phone numbers.

Features:

  • Reporting and analytics

  • Call routing and transfers

  • Call filtering

  • Hot desking

Pricing:

  • Basic: $29 per user/month

  • Standard: $39 per user/month

    *Plans are billed annually.

Free trial:

Unavailable

Learn more about the GoTo integration for Zendesk.

18. Ringover

A screenshot depicts Ringover’s call center software.
Image credit

Ringover contact center software comes with VoIP. The platform has features like the call back button, which allows customers to reinitiate a call and be connected to an agent’s direct line. And post-call surveys can allow organizations to measure customer satisfaction and identify areas for improvement.

Additionally, the platform incorporates speech-to-text functionality, automatically transcribing spoken words into a written text message. Ringover also offers a real-time dashboard that visually represents key call center metrics. Managers can monitor call activity, agent performance, and other metrics, facilitating informed decision-making.

Features:

  • Interactive voice response

  • Reporting and analytics

  • Call routing and transfers

  • Customer callback

  • Real-time dashboard

  • Speech-to-text

Pricing:

  • Smart: $21 per user/month

  • Business: $44 per user/month

  • Advanced: $54 per user/month

    *Plans are billed annually and exclude taxes.

Free trial:

7 days

Learn about the Ringover integration for Zendesk.

19. VICIdial

A screenshot highlights call center software from VICIdial.
Image credit

VICIdial is an open-source contact center software that offers cloud hosting and dedicated hardware. The software is fully open-source, so businesses don’t pay an upfront cost to use, modify, or distribute it. However, businesses do need a specialized developer to help them implement the platform.

VICIdial supports call scripts so agents can follow custom scripts during customer interactions. The software also offers answering machine detection, identifying when a machine has answered a call before playing a recorded message. And automatic call recording captures and stores calls so managers can review and analyze interactions.

Features:

  • Interactive voice response

  • Reporting and analytics

  • Call routing and transfers

  • Customer callback

  • Workforce management

  • Predictive dialer

  • Answering machine detection

Pricing:

Free, but hosting requires monthly costs and fees

Free trial:

Not applicable

20. Avaya Cloud Office

A screenshot shows call center software from Avaya Cloud Office.
Image credit

Avaya Cloud Office software offers a cloud phone system and collaboration solution. It comes with hot desking, call recording, and call monitoring, while real-time analytics provide insights into communication patterns, call metrics, and user activity.

Avaya Cloud Office lets teams share documents within their call center, and agents can send business text messages one-on-one or to groups. The software also lets authorized users listen in on calls and provide coaching.

Features:

  • Reporting and analytics

  • Workforce management

  • Hot desking

  • Real-time analytics

  • Call whispering

Pricing:

  • Cloud Office Standard: $20 per user/month

  • Cloud Office Premium: $25 per user/month

  • Cloud Office Ultimate: $35 per user/month

    *Plans are billed annually.

Free trial:

Unavailable

Learn about the Avaya CTI integration for Zendesk.

What are the different types of call center solutions?

Call center solutions can differ based on what the software is designed to do. Some solutions are geared toward outbound calling, others are built for inbound calling, and many are a combination of the two. Both outbound and inbound call center software can be cloud-based, hosted, or on-premise.

Essential features of contact center software

Call center software features can vary greatly depending on the provider you choose. Here are a few of the most important features to look for when selecting one.

Five icons represent key features of call center software: IVR, reporting and analytics, call routing and transfers, customer callback, and workforce management.

Benefits of a call center phone system

Depending on your business size and needs, there is a lot to consider when investing in new software. Here are a few benefits of a call center phone system that can help your team when calls start rolling in.

A list outlines key attributes of the best call center software, including that it helps businesses boost efficiency, enables 24/7 support, improves customer service management, delivers great CX, and enhances personalization.

How to pick the best contact center software

Even when a software checks all of the feature boxes, it can still be difficult to tell if it’s the best fit for your company. Consider these additional factors to find the right call center software.

Ensure the software can integrate with your systems

The effectiveness of a call center will be hindered if it operates in a silo. Integrating call center phone software with other tools in your tech stack leads to an optimized and seamless experience for your agents. It also ensures a cohesive and unified workflow by enabling data synchronization and information sharing across different departments.

When call center software integrates seamlessly with CRM systems, help desk platforms, and other business tools, agents are given a holistic view of customer interactions, enabling more personalized and informed conversations. Moreover, such integration enhances overall business intelligence, allowing for data-driven decision-making.

Consider total cost of ownership

Every business, no matter the size, should consider its budget when picking a new software vendor. But there’s more to consider than list prices. Companies need to consider the software's total cost of ownership (TCO) to understand its full value.

Some additional things to think about when calculating the TCO of call center software include:

  • Implementation costs

  • Consultants

  • Maintenance fees

  • Usage fees

  • Add-ons

  • Hidden fees

Some vendors offer free call center software plans and will exclude the features you want the most to get you to upgrade to a premium plan. Look at the features you need and invest in the plan that makes the most sense for your business.

Prioritize time to value and ease of implementation

No business wants to spend extra time and money to install a new system and train their employees to use it if they can avoid it. Businesses can get to work faster with a lower cost of ownership when call center software offers:

  • An intuitive interface

  • Easy customization

  • Simple administration

Call center software programs that have these traits allow you to quickly see a return on your investment.

Frequently asked questions

Ready to try call center software?

Connecting with your customers is vital to your company’s success but requires modern call center tools. With Zendesk, you can help your support team resolve issues faster, review key customer support metrics, and improve support operations across your entire organization. If you’re ready to deliver better customer experiences across every channel, try Zendesk today.

Related call center software guides

Call centers rely on more than just the ability to make and answer calls to provide great experiences. Check out these additional guides for call centers to ensure your team has everything they need.

Access an industry-leading call center software for free