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Português Call center software
Enjoy crystal clear sounds and
hardware-free support.
- ✓ No setup fee
- ✓ Customer service 24/7
- ✓ No credit card required
- ✓ Cancel any time
Your full-stack call center software awaits
Engage with your customers effortlessly across all channels. LiveAgent, the omnichannel cloud-based call center software is all you’ll ever need to provide reliable and personalized service to your customers.
Our VoIP (voice over internet protocol) call center phone system is equipped with advanced features such as IVR, call back requests, ACD, smart call routing, call transfers, unlimited call recording, and HD video calls — and that’s just the beginning.
Call center software in your helpdesk
00:00 / 02:02
What is call center software?
Call center software solutions are systems that allow call center agents to handle inbound calls and outbound calls. These solutions are ideal for more personal customer relationship management, and for providing quick customer support.
Call center software demo
00:00 / 04:39
Explore our call center software
Experience our key features with a free LiveAgent trial and see what it’s like to provide professional services with our solution. See how easy it is to set up a call center, add VoIP numbers or configure IVR with our powerful tool
Give your contact center agents the right tools with LiveAgent
Take a look at how LiveAgent can improve communication with your customer contacts and create a great agent experience. Our flexible solution works smoothly so you can focus on making your customers happy.
What your Contact center agents get:
- Faster resolution rates for time-sensitive issues
- Real-time monitoring and call center metrics
- Multiple conversation channels in a single interface
Complete overview of your call center solution
Manage customer support center operations with ease thanks to our all-in-one solution. Get your call center productivity to the highest level and improve the quality of customer interactions with LiveAgent.
Call center software features
Powerful features that help you improve communication over phone and provide exceptional customer experiences.
Internal calls
Internal calls is a function that allows you to communicate with you colleagues during their shifts in case of need, alternatively allows you to transfer calls.
Omnichannel help desk software
Our omnichannel call center software can handle multiple channels – our call center, Facebook, Instagram, Twitter, Viber, live chat, customer portal, email, and more.
Click-to-call and mail-to capability
Our web based call center has the ability to call any web number. Click the number you’d like to call, and LiveAgent will do the rest. It can also utilize mail-to protocols.
Call transfers
Our call center has attended and consultative transfers. Attended transfers raise customer satisfaction, and ensure the caller is tied to an agent before the call is terminated.
VoIP call center phone system
LiveAgent call center integrates with over 99% of VoIP providers with SIP Trunk. Don’t see your preferred VoIP partner? Contact us and we’ll be happy to add it to our list.
Call back features
Increase customer satisfaction by entrusting customers to request callbacks when they don’t have the time to wait, or when your agents are too busy to answer.
Outbound call center software
Support your customers by reaching out to them with our manual outbound call center. Improve customer relations, and optimize outbound customer interactions.
Call routing to a personal device
Agents have the option to route incoming calls to a personal device, such as a mobile phone. Use ours via forward to a GSM phone number or our LivePhone app.
Multiple supported call devices and phone numbers
Connect unlimited call devices and phone numbers with your call center solution. LiveAgent is compatible with both hardware and virtual call devices such as softphones.
Omnichannel agent desktop
LiveAgent’s all-in-one call center solution offers a context-rich desktop. Enhance your call center’s performance with seamless transitions between call handling and accessing client data.
Native and third-party CRM integrations
Your contact center space can ensure your agents provide personalized service at all times with one of our three CRM integrations. You can also use our native CRM tools.
Computer telephony integration (CTI)
Integrate your computers, laptops, and hardware phones with LiveAgent. Answer and make calls with ease, while providing your customers with great customer support.
In-app push notifications
Enable push notifications in the LivePhone app, and it will alert you with a push notification every time there’s a ringing chat, call, or incoming ticket.Call logs
Review your interactions about calls that have been made, received, answered, or missed by agents. Get context on customer history thanks to call logs and history features.
Interactive voice response (IVR)
LiveAgent call center software supports IVR trees. Record your own messages or upload pre-recorded files into your LiveAgent voice response system for intelligent routing.
Automatic call distribution (ACD)
Our call center app distributes calls according to agent priority or random assignment. Pick which setting suits you, as well as custom settings such as pause times.
Call recording
Get context on customer history with unlimited call recording that stores every call. Play them back anytime to see how to provide an exceptional customer experience.
Softphones
Our business call center software is compatible with many cloud VoIP phone systems. Connect them to your LiveAgent call center and call with devices you prefer.
Inbound call center software
Our comprehensive call center solution can manage multiple devices for calls. The system notifies you each time someone is trying to call you on any number.
Built-in knowledge base
Provide 24/7 support and improve customer satisfaction even when your agents are offline. Use our knowledge base for offline support.
Historical reports
Use our historical reports to improve your customer service. Use graphs or charts, and segment your data in any way you want. Keep track of calls, idle time, and more.
Learn more about reports
Video call software
Our web based call center software enables contact center agents to video chat with customers. Video calls support video, voice and chat without the ability to record.
Fast solutions
Connect with customers faster
LiveAgent call center is easy to set up, and easy to use. Thanks to full integration with our ticketing system, you can make and answer calls faster. Short average reach time can help you solve issues a lot faster.
- Provide faster support with less waiting and create happier customers
- Solve customer issues promptly and on a personal level
20s
Average reach time
Integrate your multi-channel ticketing software with apps you use on a daily basis. We have over 150 integrations available via plugins.
Better reach
Spread your reach and improve your support
Calls are still one of the most popular ways of reaching help desks, which makes calls one of the fastest ways to satisfy your customers. Get one of the most popular customer communication channels and reach more customers.
- Get a popular customer communication channel for your help desk
- Reach more customers, solve more issues and increase ROI
50 %
of all customers make calls
A half of your customer base might be waiting for an option to call you instead of sending emails. Even a few phone lines can improve customer satisfaction.
Quality service
Provide quality customer service
Solve issues on a personal level with real conversation and understanding. Calls can help you deal with customers on a different level while allowing you to avoid lengthy conversations via emails. You can also use video calls.
- Resolve time-intensive issues personally via phone
- Add video calls and call with customers face to face
70 %
Average resolution rate
Research shows that calls are one of the most reliable channels for solving issues. Upgrade your toolset for time-sensitive issues or calls with important clients.
Save more on call center software
Get the cloud call center software that brings you the most value. Compare features and prices for user per month with out price calculator.
Start using LiveAgent now!
Try all that we have to offer with a free 30-day trial
- ✓ No setup fee
- ✓ Customer service 24/7
- ✓ No credit card required
- ✓ Cancel any time
Over 60 VoIP provider integrations
with LiveAgent
Integrate, Automate, Innovate
Stay secure with LiveAgent call center software
LiveAgent’s call center software is GDPR compliant, HTTPS encrypted, and successfully passed the Google OAuth API verification audit.
Product security
Our cloud-based voip call center software runs on a secure connection using HTTPS protocol. All communication between your browser and the cloud contact center is encrypted, including your live chats, call center calls, and email communication.
Data center security
LiveAgent servers are hosted at Tier III+ or IV or PCI DSS, SSAE-16, or ISO 27001 compliant facilities. Our data center facilities are in a secured perimeter with multi-level security zones, 24/7 manned security, CCTV video surveillance, multifactor identification, and more.
Network security
Our network is protected by redundant firewalls, best-in-class router technology, secure HTTPS transport over public networks, and network Intrusion Detection and/or Prevention technologies (IDS/IPS) which monitor and/or block malicious traffic and network attacks.
Provide support across all important
customer channels
Our ready integrations can help you get social, and provide a personalized customer experience on important social channels. Our ticketing system supports seamless integrations with your Facebook, Instagram, and Twitter. You can even handle text communication with our Viber integration.
Provide exceptional customer experience with our live chat. It’s one of the fastest real time chat widgets available, and it can be easily integrated into your websites. Build meaningful customer relationships and turn web visitors into customers. Our chat can help you decrease handle times, and become a valuable tool in any agent workspace.
Enrich your contact center space with a comprehensive knowledge base. Easily create useful articles, information sections, and DIY guides for customers who prefer looking for solutions on their own. Provide answers to common questions with FAQs, or create forums where people can connect with agents or other customers for support.
Handle customer service operations with ease thanks to a state-of-the-art ticketing system. All digital channels are connected so you can easily see all customer conversations in one place. Use tags to keep tickets organized, leave notes for yourself or other agents, and create departments responsible for specific queries.
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A complete guide to the best call center software
In the realm of customer service, having reliable call center solution software can be a key to your success. In the following article, we’re going to have a look at the ins and outs of various call center platforms and systems, so you can decide which one is the best for you.
How does a call center software work?
Call center software is, first and foremost, a call management tool that automates the flow of incoming and outgoing calls.
The quality of call center support you provide is closely tied to the quality of the call center system you use.
This type of software usually facilitates the following operations:
- checking the company database to identify the caller
- matching the caller to their CRM profile if there is one, and displaying their information to the customer support agent
- queuing incoming calls – this depends on the software’s configuration (IVR, ACD, etc.)
- facilitating the phone interaction between the customer and the agent
- based on the outcome of the conversation, the software allows the agent to change the status of the ticket
- enabling the completion of all the post-call activities – changing customer details, logging the interaction into other company applications, etc.
Of course, these are not all of the call center operations this type of software enables. Most of the automated call center software out there has additional capabilities like call recording, providing analytics, power dialer, etc.
Why use call center solution?
Call center software allows your customers to reach the customer care department as well as members of your sales team and talk to them in real-time. Although some may argue that in this modern age there are other ways to contact a business, many customers of different age groups still use phones to resolve their inquiries.
All customer-centric businesses are aware that providing a superior customer experience is what drives conversion, helps close deals, and reduces customer churn. Reliable click to call software aids in this department tremendously. It allows your customer service agents to resolve customer issues quickly and efficiently while providing a high level of personalized service.
Having your callcenter solution integrated with other business apps will streamline the operations of your call center. And in turn, you will boost your KPIs, increase conversions, enhance customer retention, and provide better service.
Who uses call center software?
Every call center uses some type of call center system regardless of if it is only for its computer telephony integration (CTI) feature to make and receive calls, or for the modern automated experience.
As the contact center software market continues to grow and evolve, different contact centers have different needs and requirements for call center applications. Therefore, it’s crucial that you carry out research and evaluate which call center software solution is the one that will benefit your business the most.
Types of call center software
Because call centers can be so diverse, there are various types of call center software to accommodate everybody’s needs.
Following are the call center solutions based on how their technologies get stored:
- Hosted call center solutions – the software is handled by the provider
- Cloud call center software solutions – the call center software with all its technology is stored in the cloud and hosted by a vendor
- On-premise call center solutions – all the necessary technology is located on-premise
And these are the call center solution types based on their operations:
- Inbound call center software – allows companies to manage incoming calls
- Outbound call center software – enables businesses to reach out to their potential customers and prospects via cold calling, customer surveys, etc.
- Blended call center software – this type of call center software allows the agents to make both inbound and outbound calls and handle customer queries across multiple communication channels
Benefits of call center software
Let’s have a look at some of the benefits a call center system can bring to your business.
Excellent customer experience
The truth of the matter is that picking up a phone and talking to an expert is way quicker and easier than writing long emails trying to come to a solution. Customers appreciate their inquiries resolved quickly without the need to wait hours, sometimes days, for a response from your customer service team. Sprinkle in a bit of personalized care and friendliness from the staff, and you’re looking at satisfied customers who look forward to doing business with you again.
Increased conversions
id="h-its-well-known-that-engaged-customers-buy-more-frequently-and-are-willing-to-spend-more-per-transaction-reliable-call-center-software-helps-keep-your-clients-satisfied-and-engaged-with-your-bu">It’s well-known that engaged customers buy more frequently and are willing to spend more per transaction. Reliable call center software helps keep your clients satisfied and engaged with your business.
Cost-efficient
With call center agent software, you’re paying a lower price for a robust set of features. You can easily operate a 24/7 contact center handled entirely by a remote team of customer care reps.
Improved customer service management
id="h-working-hand-in-hand-with-other-business-applications-call-center-software-enables-you-to-always-stay-on-top-of-your-customer-interactions-solutions-to-their-issues-and-more-it-helps-your-team-sta">Working hand-in-hand with other business applications, call center software enables you to always stay on top of your customer interactions, solutions to their issues, and more. It helps your team stay organized and focused even on busy days.
Builds rapport with customers
It’s necessary to keep up a professional, but still friendly image. It allows you to build relationships with your customers and even boosts the word of mouth marketing.
Multichannel support
id="h-various-call-center-software-can-be-connected-to-email-live-chat-sms-social-media-and-more-to-help-you-provide-a-holistic-customer-experience-enhanced-productivity">Various call center software can be connected to email, live chat, SMS, social media, and more to help you provide a holistic customer experience.
Enhanced productivity
Not only can you provide a 24/7 service, but also advanced features like interactive voice response (IVR), automatic call distribution (ACD), automatic callback, skill-based routing, and predictive dialer boost the productivity of your contact center agents.
Better security
id="h-keeping-customer-data-safe-is-one-of-the-most-important-aspects-of-running-a-successful-business-most-call-center-software-provides-integrated-security-features-and-performs-actions-like-instant-clou">Keeping customer data safe is one of the most important aspects of running a successful business. Most call center software provides integrated security features and performs actions like instant cloud backup.
Higher KPIs
Call center metrics like average handle time (AHT), first contact resolution rate, call abandonment rate, average hold time, and many others are directly correlated to the call center phone software you use. For example, thanks to your call center system being connected to customer relationship management (CRM), the first contact resolution rate in call centers is between 70-75%.
Call analytics
id="h-the-more-insights-you-can-get-the-better-providing-advanced-analytics-and-reports-allows-you-to-study-call-center-performance-agent-utilization-the-average-speed-of-answer-and-others-this-not-on">The more insights you can get, the better. Providing advanced analytics and reports allows you to study call center performance, agent utilization, the average speed of answer, and others. This not only helps you optimize your call center operations but also identifies any outliers among your agents.
How to choose the best call center software
To be able to identify the top call center software for you, it is recommended to write a list of needs and requirements for your contact center solution.
Do you want to add phone support to your contact options? Are phone interactions a primary way to contact your business? Do you plan on expanding your call center in the future?
Ask yourself as many questions as you can come up with. It will help you make more educated decisions and choose call center software that will truly encompass all your business needs.
Following are some strategies that you can use when picking the call center management software for you.
Support
Nobody expects to run into issues, but it’s better to be safe than sorry. When choosing call center software, go for one that has reliable customer support that can quickly solve any potential issues. Keep in mind that if you’re waiting for the provider’s support, your customers may be waiting for yours.
Security
id="h-have-a-really-good-look-into-how-robust-the-security-features-are-you-dont-want-to-underestimate-the-importance-of-keeping-all-private-information-and-customer-data-safe-and-secure-ability-to">Have a really good look into how robust the security features are. You don’t want to underestimate the importance of keeping all private information and customer data safe and secure.
Ability to scale up/down
It’s only natural that when your business grows, so does the volume of customer interactions. Pick a call center system that you can scale up or down based on your needs so you can expand your business without having to worry about insufficient call center capabilities.
Software limitations
id="h-no-software-is-perfect-there-are-some-limitations-you-will-have-to-deal-with-no-matter-how-robust-or-expensive-the-software-you-choose-is-maybe-its-missing-a-customizable-popular-feature-you">No software is perfect. There are some limitations you will have to deal with, no matter how robust or expensive the software you choose is. Maybe it’s missing a customizable popular feature you’d like to explore. Or maybe the fact that there is no real-time monitoring of phone calls is a problem for you. Decide which software limitations are dealbreakers and which ones you can learn to live with.
Collaboration options
In a contact center environment, your team has to be able to work together seamlessly. When choosing call software, look at the features that facilitate collaboration. How easy it is to transfer a call from one agent to another? Are they able to share internal notes and make internal calls or send internal messages? Features like these tend to get overlooked but they affect contact centers’ productivity more than people realize.
Network reliability
id="h-your-day-to-day-operations-in-call-centers-greatly-depend-on-how-reliable-the-network-you-use-is-dont-forget-to-check-the-network-reliability-of-the-contact-center-software-you-consider-purcha">Your day-to-day operations in call centers greatly depend on how reliable the network you use is. Don’t forget to check the network reliability of the contact center software you consider purchasing.
Integrations
Being able to provide a unified experience to your customers is what makes a difference. Offering a great integration capability is what makes it possible for your software to connect with different sites so you can create a smooth and consistent experience for your clients.
Top 25 providers of call center platforms
1. LiveAgent
Best call center software for businesses in the fields of eCommerce, Insurance, SaaS, etc. that look toward future expansion.
LiveAgent is a helpdesk solution used by over 40 000 customers around the world that provides reliable call center software and many other advanced features. With multiple automation options and a large number of available integrations, you will never struggle to provide excellent customer service.
Key features:
- Inbound and outbound call center
- IVR
- ACD
- Automatic callback
- Ticketing
- Unlimited call recordings
- Call center management
- CRM integration
- Self-service portal & knowledge base
- Analytics and reporting
Pros:
- Omnichannel experience
- Over 60 VoIP provider integrations
- Easy to set up and use
Cons:
- Tech support is available 24/7, but it is located in the EU
- Unable to log into two browsers with one account at the same time
- No real-time call monitoring
LiveAgent’s customers
Some of the most known customers of this software include industry giants like Forbes, Huawei, Nascar, BMW, and Yamaha.
Pricing
LiveAgent offers a completely free version. Although, if you want to take advantage of its additional features, you can choose from three pricing options, including $15, $29, and $49 a month. The last option includes excellent call center capabilities.
Before committing to one of the paid plans, you can sign up for a 14-day free trial, so you can explore what you’ll be getting.
2. RingCentral
Best call center software for businesses of all sizes.
RingCentral contact center is a cloud-based solution that offers a robust set of features all contained within one convenient app. With well-known customers across all industries, you can be sure that you will receive the best quality service.
Key features:
- Virtual call center
- Auto-dialer
- Callback scheduling
- Call logging and monitoring
- Real-time reporting
- Call recording
Pros:
- 500+ integrations on Zapier
- Easy call switching between devices
- User-friendly UI
Cons:
- Difficult to communicate with customer support
- No real-time updates
- It can be buggy at times
RingCentral’s customers
Among RingCentral’s customers, you can find Bennett International, Lush Cosmetics, and Chatterkick.
Pricing
You can pay for RingCentral’s services either monthly or annually. Starting at $14.99 a month, you can get the essentials including unlimited calling in US and Canada. For more advanced features, you can opt for plans including $20.99, $26.24, and $37.49 per month.
You can try RingCentral contact center for free if you sign up for their 15-day free trial. You can extend this period by taking advantage of a 30-day risk-free money-back guarantee.
3. Genesys
Best call center software for all companies looking for an easy-to-use cloud call center solution.
You can be one of the over 70 000 customers worldwide that trust Genesys with their contact center operations.
Key features:
- Blended call center
- Predictive dialer
- Callback scheduling
- ACD
- IVR
- Auto dialer
Pros:
- Easy to set up IVR
- Gamification
- Real-time dashboard
Cons:
- Unintuitive UI
- Difficulties using softphones on Linux
- Difficult to communicate with customer support
Genesys’s customers
Genesys is trusted by many businesses including Xerox, Uplift, and Heineken Mexico.
Pricing
You can start using Genesys at a price point of $75 per agent per month and then upgrade to plans costing $110 and $150. All of these pricing options are billed annually.
You can try Genesys for free with their 30-day free trial.
Alternative software options
Evaluate Genesys alternatives
4. CloudTalk
Best call center software for mid-sized companies that are aiming for growth.
CloudTalk offers over 70 advanced calling features. This call center software is typically used for sales and outbound calling with many advanced features like skills-based routing, automation, and unlimited call queues.
Key features:
- Blended call center
- VoIP
- Automation options
- Skills-based routing
- Real-time reporting
- Auto dialer, power dialer, automatic dialing
Pros:
- Quality management
- 2500+ app integrations
- Unlimited call queues
Cons:
- Only the Custom includes SLAs
- Unavailable multimedia messages
- Audio conferencing is limited to three people
CloudTalk’s customers
CloudTalk boasts a large client base including DHL, Yves Rocher, and Rosenberg.
Pricing
CloudTalk offers three pricing plans including $25, $30, and $50. You can also contact their team and request a custom pricing plan, so it fits your exact needs.
You can sign up for a 14-day free trial to get acquainted with its capabilities.
5. HubSpot
Best call center software for growing teams in businesses across all industries.
HubSpot offers its extensive services to over 100 000 businesses across more than 120 countries, so you can be sure that this well-established software provider will take good care of your business operations.
Key features:
- Broad customer database
- Collaborations tools
- Contact management
- Third-party integrations
- Self-service portal
- Extensive reporting and analytics
Pros:
- Streamlined reporting and tracking process
- Data visualization
- Great customer support
Cons:
- The free plan lacks access to tech support
- Steep learning curve
- Ticket functionality is limited
HubSpot’s customers
HubSpot’s worldwide customer base includes companies like DocPlanner, SoundCloud, and GoFundMe.
Pricing
Some of HubSpot’s standard features are available for free. However, you can subscribe to HubSpot Service Hub’s paid software for €41, €414, or €1104 a month. However, these prices are flexible due to set-up and onboarding fees.
If you’d like to try it out, you can sign up for a 14-day free trial.
Alternative software options
Look into HubSpot alternatives.
6. Five9
Best call center software for businesses ready to transfer from on-premise solutions to the cloud.
Five9 Intelligent Cloud Contact Center uses the power of practical artificial intelligence (AI) to boost customer satisfaction rates for more than 2000 clients.
Key features:
- Blended call center
- Preview dialer
- Practical AI tools
- Collaboration tools
- IVR
- Predictive analytics
Pros:
- Intelligent routing
- Call screening
- Minimal software requirements
Cons:
- Limited capability to stop spam calls
- Unintuitive UI
- Occasional connectivity errors
Five9’s customers
Among Five9’s customers, you can find businesses including Zevas, Rochester Institute of Technology, and Bakkt.
Pricing
Five9 offers four pricing plans consisting of $149, $169, $199, and $229 billed monthly.
7. Zendesk
Best call center software for smaller and mid-sized businesses committed to delivering the best customer service.
Zendesk provides click to dial software that is fully integrated with their helpdesk platform. With its large client base, you can rest assured that Zendesk will take care of your call center needs.
Key features:
- Blended call center
- Native integration options
- Workflow management
- ACD
- IVR
- Performance metrics
Pros:
- Over 100 third-party integrations
- Robust knowledge base and self-service options
- Great uptime
Cons:
- Not many collaboration options
- No way to prioritize tickets
- Difficult to communicate with customer support
Zendesk’s customers
Modsy, BoxyCharm, and Vimeo are some of the clients that use Zendesk’s software.
Pricing
Zendesk offers three pricing options consisting of $19, $49, and $99 per month per user billed annually.
If you’d like to test it out, you can sign up for their 30-day free trial.
Alternative software options
Check out Zendesk alternatives.
8. Talkdesk
Best call center software for companies employing a minimum of 5 agents looking to improve relationships with their customers.
Talkdesk’s cloud-based call center software offers 25+ integrations with various business tools to help boost your sales and provide excellent customer support.
Key features:
- Outbound and inbound call center solution
- VoIP
- IVR
- Callback scheduling
- ACD
- Reporting and analytics
Pros:
- User-friendly
- Call reliability
- Reliable customer support
Cons:
- Insufficient knowledge base
- Lacks the ability to change the ringtone
- Insufficient mobile app
Talkdesks’ customers
Across all industries, clients like ClickPay, Canon, and Accenture rely on Talkdesk’s software.
Pricing
Besides their custom pricing plan, Talkdesk has three options to choose from including $75, $95, and $125 per user per month.
If you’d like to have a look at their software before purchasing it, you can sign up for a free trial.
9. Vonage
Best call center software for large enterprises that put customer experience and team collaboration at the forefront.
Vonage offers 40+ business features that will make your calls and video conferences easy to manage.
Key features:
- VoIP
- Presentation streaming
- Voice mail
- IVR
- Recording
- Reporting and analytics
Pros:
- Great voice quality
- Reliable mobile app
- Easy to use
Cons:
- Some international numbers might be blocked until submitting a request to allow them
- Laggy history settings
- Difficult to communicate with customer support
Vonage’s customers
Many businesses like Key Travel, Cambly, and Apptivo use Vonage’s products and services.
Pricing
Vonage offers pricing plans for their customers, starting at $19.99, $29.99, and $39.99 per line per month plus taxes and fees.
You can also try it out for free when you sign up for Vonage’s 14-day free trial.
10. Freshdesk
Best call center software for companies across all industries aiming to provide an amazing customer experience.
Freshdesk is an established platform in the field of customer support with over 50 000 customers worldwide.
Key features:
- Call center management
- Routing
- Ticketing
- Self-service portal
- Collaboration tools
- Workforce management
Pros:
- Reliable 24/7 customer support
- Workforce optimization
- Affordable
Cons:
- Limited reporting features
- Tickets can get lost while transferring between teams
- Not enough customization options
Freshdesk’s customers
Some of the Freshdesk’s clients include Netflix, Evernote, and Optimum Financial Solutions.
Pricing
To use Freshdesk’s core features, sign up for their free plan. If you’d like to experience a full range of the software’s capabilities, you can opt for €15, €39, or €49 agent/month plans.
Furthermore, you can try Freshdesk during a 21-day free trial.
Alternative software options
Review Freshdesk alternatives.
11. Avaya
Best call center software for businesses that strive to deepen connections with their customers.
Avaya is a cloud-based software solution that will make your virtual conferences truly enjoyable.
Key features:
- Contact management
- Automated routing
- IVR
- Call recording
- Voice mail
- Reporting and analytics
Pros:
- Easy to use
- Easily scalable
- Customizable interface
Cons:
- Lack of self-service
- No multilingual customer support
- Insufficient third-party integrations
Avaya’s customers
You may recognize some of Avaya’s customers, including Datamark, Fiber Industries, and Treated.com.
Pricing
If you’re considering subscribing to Avaya’s services, contact their sales representatives and get a pricing plan made for you.
12. CallHippo
Best call center software for businesses of all sizes aiming to boost growth.
CallHippo helps over 5000 companies worldwide provide the best customer service to their customers.
Key features:
- Blended call center
- IVR
- ACD
- Predictive and automatic dialing
- Telemarketing management
- Reporting and analytics
Pros:
- Clear and user-friendly dashboard
- Easy to set up
- Affordable
Cons:
- Occasional connectivity issues
- Difficult to communicate with customer support
- Limited reporting capabilities
CallHippos’s customers
Among businesses that use CallHippo, you can find Brioso Technologies, Aspire, and Altvalora.
Pricing
CallHippo offers four pricing plans you can choose from including €15, €22, €36, and €45 per user per month. You can also purchase further add-ons.
13. 3CX
Best call center software for a wide range of companies who want to cut their telco costs while keeping high levels of customer satisfaction.
3CX is trusted by more than 600 000 companies across all industries, so you can be sure you will be in good hands.
Key features:
- Blended call center
- Call routing
- ACD
- IVR
- Audio/video conferencing
- Reporting and analytics
Pros:
- Mobile apps for iOS and Android
- Easy to set up and use
- Reliable customer support
Cons:
- Occasional connectivity issues
- Call logs can be hard to navigate
- Not enough customization options
3CX’s customers
3CX has many different customers including Toyota, Wilson, and American Express.
Pricing
You can use some of 3CX’s software features free of charge. However, if you’d like to take advantage of their more advanced features, you can sign up for one of the following plans: €150, €235, or €270 for their hosted option. If you’d like to use the self-managed solution, you can pay €135, or €170.
The first year of using 3CX’s software is considered a free trial period.
Alternative software options
Evaluate 3CX alternatives.
14. Dialpad AI
Best call center software for businesses of all sizes which are not afraid of innovation.
Dialpad offers a reliable software solution that offers an automated, yet highly personalized experience.
Key features:
- IVR
- ACD
- Inbound and outbound call center solution
- Automated routing
- Power dialer
- Performance management
Pros:
- Many configuration options
- Easy to set up and use
- Switching live calls between devices
Cons:
- Insufficient how-tos
- Occasional connectivity issues
- Lacks some internal communication features
Dialpad AI’s customers
Dialpad has a large customer base including companies like Fenway Health, Uber, and Clear Capital.
Pricing
You can use Dialpad’s software for €20, or €25 per user per month, or you can request a custom pricing plan to fit your exact needs.
You can try this software solution for free if you sign up for the 14-day free trial.
15. Bitrix24
Best call center software for small companies with remote teams that want to have effective collaboration.
Bitrix24 is an ideal solution for companies that want to increase their sales whether they are at the office or on the other end of the world. Bitrix24 provides both cloud-based and on-premise solutions so it can fit your business perfectly.
Key features:
- Inbound and outbound call center
- ACD
- IVR
- Automated routing
- Predictive and auto-dialer
- Performance metrics
Pros:
- Easy to integrate
- Customizable UI
- Reliable app for Android
Cons:
- Insufficient file-sharing
- Difficult to reach tech support
- Steep learning curve
Bitrix24’s customers
Companies that use Bitrix24’s software include PC Pulse, Cargo, and Compara.
Pricing
You can experience some of the basic features completely free of charge with Bitrix24’s free plan. However, if you want to take advantage of their additional features, including call center software, you can subscribe to a $39, $79, or $159 per month plan. If you prefer an on-premise system, you can purchase a one-time license costing either $2990 or $24990 for enterprises.
Before committing to any of these paid plans, you can try Bitrix24 using their 30-day free trial.
Alternative software options
Look into Bitrix24 alternatives.
16. Aircall
Best call center software for all the companies that conduct sales and support through phone.
More than 9000 customers trust Aircall’s cloud-based call center software with their contact center operations.
Key features:
- Blended call center
- ACD
- IVR
- Call center management
- Call recording
- Reporting and analytics
Pros:
- Easy to set up
- Good call quality
- Extensive knowledge base
Cons:
- Lack of customization
- Does not accept text messages
- It can be laggy at times
Aircall’s customers
Among businesses that use Aircall’s software, you can find Avocado, Jobilla, and Birdies.
Pricing
Aircall’s basic plan starts at €30 per month billed annually. If you’d like to get access to more features, you will pay €50 per month also billed annually. Furthermore, you can contact Aircall and get a custom pricing plan that will fit your needs perfectly.
Before you decide to subscribe to a paid plan, you can try Aircall for free with their 7-day free trial.
Alternative software options
Check out Aircall alternatives.
17. Twilio
Best call center software for companies of all sizes that need a reliable call center software solution.
Twilio is a customer engagement platform that allows you to provide truly personalized support to your clients.
Key features:
- Blended call center
- ACD
- IVR
- Audio/video conferencing
- Collaboration tools
- Call routing
Pros:
- Reliable customer support
- Automation options
- Extensive knowledge base
Cons:
- Requires advanced IT skills
- Insufficient analytics and reporting
- Insufficient mobile apps
Twilio’s customers
Some of the well-known companies that use Twilio include DoorDash, Allergan, and Lyft.
Pricing
Twilio’s pricing to initiate calls starts at 2 cents per minute. To receive calls, the price starts at $1 monthly per phone number and 1 cent per minute.
You can try Twilio for free when you sign up for their 45-day free trial.
18. Dixa
Best call center software for businesses of all sizes that strive to provide an amazing experience to their customers.
Dixa allows its customers to provide a truly multi-channel experience to their customers in small or large contact centers.
Key features:
- Blended call center
- VoIP
- IVR
- Multi-channel data collection
- Collaboration tools
- Employee activity monitoring
Pros:
- AI-optimized knowledge base
- Good uptime
- UI is easy to navigate
Cons:
- Occasional issues with call forwarding
- Insufficient analytics
- No call transcription
Dixa’s customers
Some of Dixa’s happy customers include Organic Basics, Rapha, and Too Good To Go.
Pricing
You can contact Dixa’s sales team to book a demo call and get a customized pricing plan.
However, if you want to try it out, you can sign up for their free trial.
Alternative software options
Review Dixa alternatives.
19. Nextiva
Best call center software for larger businesses that look for a reliable enterprise software solution.
Nextiva offers a reliable and secure call center software system that over 80 000 companies around the world rely on.
Key features:
- IVR
- ACD
- Activity dashboard
- Audio/video conferencing
- Predictive and auto-dialer
- Reporting and analytics
Pros:
- Reliable mobile app
- Great uptime
- Easy to manage
Cons:
- Steep learning curve
- Uploading audio files can be difficult at times
- Sometimes it’s difficult to reach tech support
Nextiva’s customers
You may recognize some of Nextiva’s customers including Taco Bell, Pac-12, and Buffalo Bills.
Pricing
You can subscribe to one of the three pricing plans Nextiva offers, including $18.95, $22.95, or $32.95 per user per month. All of these options can be billed monthly or annually.
You can try out some of Nextiva’s features by signing up for the 7-day free trial.
20. Nice CXone
Best call center software for companies of all sizes looking to improve relationships with their clients.
Nice CXone empowers its clients to harness the powers of AI and automation to deliver the best customer experience possible.
Key features:
- Blended call center
- Automated routing
- Progressive dialer
- Ticket management
- Call recording
- Reporting and analytics
Pros:
- UI is easy to navigate
- Good call quality
- Clear and user-friendly dashboard
Cons:
- Lacks customization
- It can be slow at times
- Insufficient custom reports
Nice CXone’s customers
Nice CXone is trusted by many customers including Columbia Sportswear, Radisson Hotels, and Teleflora.
Pricing
You can take advantage of Nice CXone’s features starting at $100 per month per feature.
If you’d like to try it out before making a purchase, you can sign up for their 60-day free trial.
21. UJET
Best call center software for mid-sized and large companies that want to bring the best support to their clients.
If you employ at least 50 contact center agents, UJET is an excellent call center software for you.
Key features:
- Blended call center
- IVR
- ACD
- Call routing
- Call recording
- Reporting and analytics
Pros:
- Easy integration with Linux
- Reliable customer support
- Helpful tracking tools
Cons:
- Insufficient native reporting functionality
- It can be slow at times
- Occasional connectivity issues
UJET’s customers
Among businesses that use UJET’s software, you can find Wag!, Instacart, and Zettle.
Pricing
UJET’s software is available for purchase for $65, $69, $99, or $120 a month.
If you’d like to try UJET without committing to a paid subscription, you can register for a free trial.
22. Ringover
Best call center software for small to mid-sized businesses across all industries.
Ringover is a simple to implement and use software with 40+ business tools that allow you to have all the customer information at hand.
Key features:
- Blended call center
- Collaboration tools
- ACD
- IVR
- Video conferencing
- Reporting and analytics
Pros:
- Intuitive user interface
- Shadowing features
- Clear and easy to use dashboard
Cons:
- Notifications may lag at times
- Occasional connectivity issues
- Occasional delays
Ringover’s customers
Ringover has over 10 000 clients including Sherpany, Klaxoon, and Clausematch.
Pricing
You can subscribe to Ringover for €19 or €39 per user per month. If you’d like to get a custom pricing plan, you can contact Ringover’s sales team.
Furthermore, you can try this software solution for free if you sign up for a 7-day free trial.
23. VICIdial
Best call center software for every business that doesn’t appreciate vendor lock-in.
VICIdial is an open-source contact center software that is used by more than 140 000 customers worldwide.
Key features:
- Blended call center
- IVR
- Predictive dialer
- ACD
- Call routing
- Call recording
Pros:
- Free of charge
- Easily scalable
- Compatible with Linux
Cons:
- Steep learning curve
- Outdated interface
- Difficult to set up without advanced IT skills
VICIdial’s customers
VICIdial is used by clients like Directo, Homebase, and PROS.
Pricing
You can use VICIdial’s call center software completely free of charge.
24. Channels
Best call center software for businesses of all sizes in eCommerce and online retail.
Channels is a cloud-based data-powered business phone system that allows you to easily connect with your clients.
Key features:
- Blended call center
- Callback scheduling
- IVR
- Activity dashboard
- Call recording
- Call routing
Pros:
- Reliable customer support
- Easy to set up
- Affordable
Cons:
- Slow downloading from the cloud
- It can be glitchy at times
- Insufficient custom reports
Channels’s customers
Channels is trusted by many customers including Kodakit, InstaForex, and DocPlanner.
Pricing
Channels allows you to use their essential features, including call center software, free of charge. If you want to take advantage of their advanced options, you can subscribe for $24, or $62 a month.
Before deciding to purchase a paid package, you can sign up for a free trial.
Alternative software options
Evaluate Channels alternatives.
25. Avoxi
Best call center software for larger-scale businesses across all industries located anywhere in the world.
Avoxi has over 20 years of experience in international communications. With its coverage of more than 170 countries, you can be sure that your customers will be able to reach you each time.
Key features:
- Blended call center
- Reporting and analytics
- IVR
- Video conferencing
- Call recording
- Call routing
Pros:
- Reliable customer support
- Easy to set up and use
- Customization options
Cons:
- Slow downloading from the cloud
- The mobile app can be glitchy at times
- Insufficient self-service
Avoxi’s customers
You may recognize some of Avoxi’s clients like Moncler, Marriott International, and Black & Decker.
Pricing
You can start using some of Avoxi’s features for free. However, if you want to take advantage of their further features, you can choose from the following options: $19.99 per user or $39.99 per user.
Moreover, you can get acquainted with Avoxi’s features during the 7-day trial period.
What is the best call center software?
There are many call center software options to choose from. Let’s have a quick look at the top 5.
- LiveAgent – With its call center capabilities, LiveAgent is the best you can get at an affordable price. LiveAgent boasts a Capterra rating of 4.7 and includes features like automation options, over 150 integrations, and a robust knowledge base with a self-service portal. It is an excellent option for all businesses striving to provide the best customer service possible.
- Genesys – Having over 70 000 customers worldwide, Genesys is an established player in the field of customer service. With a Capterra rating of 4.2, you can rest assured that your contact center operations will be well taken care of.
- Talkdesk – If you’re looking for a call center software that will help your team boost customer engagement, connect with your clients, and close more deals, look no further. A rating of 4.5 on Capterra shows that Talkdesk’s solution will not disappoint you no matter the industry you are in.
- Five9 – This call center software leaves little to be desired. Boasting a 4.2 Capterra rating, there is no doubt that Five9’s solution will not disappoint. If you’re trying to build brand awareness and strong relationships with your client base, this might be a great option for you.
- UJET – If you value software that is accessible and compatible with mobile platforms, UJET might be the one for you. A 4.5 rating on Capterra demonstrates that UJET is a robust call center solution for companies that keep customer-centricity at the top of their priority list.
Top 5 call center software compared
| Call Center software | LiveAgent
Try the top call center software for free! No credit card required.
|
Genesys | Talk desk | Five9 | UJET |
|---|---|---|---|---|---|
| Capterra rating
Overall software ratings from verified users on Capterra.
|
4.7
(approx. 1k reviews)
|
4.4
(approx. 100+ reviews)
|
4.5
(approx. 600 reviews)
|
4.2
(approx. 400 reviews)
|
4.5
(approx. 100+ reviews)
|
| Web-based |
|
|
|
|
|
| Free version |
LiveAgent offers free version.
|
Genesys doesn't offer free version.
|
Talk desk doesn't offer free version.
|
Five9 doesn't offer free version.
|
UJET doesn't offer free version.
|
| Free trial |
LiveAgent offers free trial.
|
Genesys offers free trial.
|
Talk desk offers free trial.
|
Five9 doesn't offer free trial.
|
UJET offers free trial.
|
| Starting price |
$49/agent/month
LiveAgent call center software prices start at $49/agent/month.
|
$75/agent/month
Genesys call center software prices start at $75/agent/month.
|
€75/agent/month
Talk desk's call center software prices start at €75/agent/month.
|
$149/agent/month
Five9 call center software prices start at $149/agent/month.
|
$65/agent/month
UJET call center software prices start at $65/agent/month.
|
Mistakes to avoid when buying call center software
- Insufficient staff training – It doesn’t matter how powerful or reliable your call center software is when your agents can’t use it properly. Take the time to train your staff and let them get familiar with the new technology. You can do this by booking an expert from the vendor, scheduling seminars, or studying available documentation.
- No needed features – Before purchasing a call center software package, take your time and get acquainted with all the features and capabilities it offers. The last thing you want is to make a purchase and then find out that it doesn’t provide what you need.
- Not taking full advantage of the trial period – A free trial is an option for you to make an educated decision if you want to commit to a particular solution. It is the time when you can explore and get to know a product or a service so you can decide whether it is something you would like to invest in.
- Discount dealing – We all like a good deal. However, sometimes you truly get what you pay for, so make sure that the solution you choose to go with is not only budget-friendly but also has all the capabilities your call center requires.
- Not looking into the future – You should have some sort of plan for the future before making a purchase. Make sure that the software you use can be scaled up or down based on the needs of your business.
What to ask on a demo call about call center software and the company
A demo call is your time and place to ask questions and get first-hand information from the vendor. Although, sometimes it might be a bit overwhelming and you might forget the questions you planned on asking.
Don’t worry, we’ve got you covered.
- How can I configure my call center software?
- How much time will it take to set the call center software up?
- How long can I keep my call recordings?
- Can I delete a call recording?
- Can I record incoming or outgoing calls only?
- Can I listen to the call in real-time?
- Can I route incoming calls to certain teams?
- Can I forward calls to external numbers?
Implementation of call center software
The exact steps and actions depend on the provider of your call center automation software solution, the level of customization they allow, how many integrations you need to set up, and many more.
It could take a person with no prior IT experience half an hour, or it can take an experienced tech-savvy personnel a whole afternoon to configure everything correctly.
The most important, and frankly the only thing you really need to set up LiveAgent call center software is a VoIP number that supports SIP trunking. Although for some it is considered a piece of cake, if you need advice or assistance, our amazing team will help you set everything up.
But if you’d like to delve deep into the process of setting up your call center, – including call center software – you can use our Call center setup checklist to help you stay organized and make sure that you don’t forget anything important.
Conclusion
- The best all-in-one call center software
Although it is difficult to determine the best call center software for each business, the most reliable one is LiveAgent call center software. With its robust set of features, you can be sure that you will not miss anything your business might need either now, or in the future.
- The best call center software with built-in ticketing, and live chat
LiveAgent’s call center software leaves little to be desired. With each customer interaction, be it a call, a live chat message, or a social media mention converted to a ticket, you don’t need to ever worry that you’ll miss anything. This way, your customers will feel heard and appreciated every time they reach out to you.
- The best feature-rich call center software
If you’re searching for call center software full of amazing features that will take your customer support to the next level, look no further. LiveAgent’s call center software is the right solution for you.
- The best value for the price call center software
In the category of cost-saving, LiveAgent is a clear winner. Not only does this call center software allow you to make inbound and outbound calls, use automation, harness the power of extensive reports, and increase your conversions, but it is also accessible to all the businesses who want to delight their customers while keeping costs low.
- The highest-rated call center software
On review sites like Capterra, G2, and TrustRadius, LiveAgent boasts high ratings and great reviews. So if you are the one to listen to the voices of LiveAgent’s clients, you might be on the right path to finding the best call center software for you.
- The easiest call center software to set up & use, and integrate
LiveAgent is, no doubt, the way to go if you’re looking for reliable software that is also easy to implement. You can configure, customize, and integrate it in no time without the need to know how to code.
Frequently asked questions
What is call center software?
Call center software is a solution that helps businesses manage inbound phone calls from their customers. It can have a multitude of features such as centralized phone calls from landlines or websites, intelligent routing, auto dialer, or even call recording. A call center software should also help call center agents access important information about their customers such as order history, contact information, and previous tickets.
How does call center software work?
A call center software works by centralizing call routing solution from landlines or websites into your software. If a customer calls, the software scans its database of customers to see if it has any prior information about the caller. That information is then accessed by an agent and reviewed before picking up the call. Meanwhile, the call is queued. Once answered, the calls are recorded for training and quality purposes.
What is IVR in a call center environment?
IVR is an interactive voice response technology. IVR enables computers to interact with humans through the use of voice commands or tones from a keypad. IVR is used in a call center environment to route calls to appropriate agents or departments. IVR can also be used to retrieve account information or provide feedback. Therefore, it is a great solution for businesses.
What to look for in call center software?
Among the most important aspects of call center software, you should research are security, and network reliability. Moreover, depending on your business needs, you should look for call center software’s scalability, the number of integrations it offers, the availability of the customer support, the limitations of the software, and which collaboration tools it provides.
What is the function of a call center?
The main function of a call center is to enable customers to call businesses with any questions they might have regarding products, policies, returns, functionality, troubleshooting, or feedback.
What is call center software best for?
Call center software allows you to operate a call center whenever and wherever your customers need you. From cold calling to answering intricate technical questions, call center software is what makes it possible to provide amazing personalized support to your customers while learning from each interaction and every customer insight on how to provide the best customer care..
How much does call center software cost?
The price depends on the quality of the software you choose. LiveAgent is an all-in-one help desk solution that also includes a call center. The price is derived based on how many agents your company needs per month. Our All-inclusive subscription contains a full-stack call center, which is $49 a month per agent.
What are the benefits of the call center software?
Call center software benefits include improved agent efficiency, customer engagement, customer experience, and increased sales. You can try free call center software and experience the benefits first hand.
What is needed to set up a call center software for business?
The only thing you need is a VoIP number that supports SIP trunking. That is all you need to set up a simple call center, including call center software for your business.
Understand call centers: function, benefits, and ROI impact
Discover the ins and outs of call centers, their benefits, common challenges, best practices, and future trends that can shape the industry.
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