Call Center Software

Best Comparison List of Vendor Applications & Tools
Filter byclear all
Pricing models
Devices supported
Organization types
Geographies served
Customer rating
Integrated with
Integrated with
Features
Features

Here's our list of apps for Call Center software.

Call center software enables businesses in engaging and interacting with the customers to help them address customer issues. It offers certain features such as call routing, IVRs, automatic call distribution, call scripting and call monitoring.

Highlighted apps are recognized as Category Leaders — the leading business apps within a category. Our data-driven rankings are based on 5 key factors that will help you choose the right app for your business.

You can also sort & filter results by Category Leaders or click on the ‘Leaders’ tab to see the full list, compare apps, and find out more about our scoring methodology.

Personalize your search in 2 clicks

Select your company sizeSelect your industry type

Personalize your search in a few taps

just me
1-10
11-50
51-200
201-500
501-1000
1001-5000
5001-10000
10001+
176 apps

Twilio Communications Cloud   

213
Brings voice and messaging to your web and mobile applications
Twilio brings a powerful API for phone services enabling companies to make and receive phone calls, and send and receive text messages. Twilio allows programmers to easily integrate various communication methods and to use existing web development skills, existing code, existing servers, existing databases and existing karma to solve these communica… Read more about Twilio Communications Cloudtion problems quickly and reliably.
Visit WebsiteAdd to compareCompareRemove app
Brings voice and messaging to your web and mobile applications
Twilio brings a powerful API for phone services enabling companies to make and receive phone calls, and send and receive text messages. Twilio allows programmers to easily integrate various communication methods and to use existing web development skills, existing code, existing servers, existing databases and existing karma to solve these communica… Read more about Twilio Communications Cloudtion problems quickly and reliably.
Visit WebsiteCompare

NICE inContact   

327
Cloud Contact Center Software
NICE inContact supports blended, multi-channel contact handling with features such as IVR, ACD, workforce management, customer surveys, reporting & analytics. Read more about NICE inContact
Visit WebsiteAdd to compareCompareRemove app
Cloud Contact Center Software
NICE inContact supports blended, multi-channel contact handling with features such as IVR, ACD, workforce management, customer surveys, reporting & analytics. Read more about NICE inContact
Visit WebsiteCompare

LogMeIn Rescue   

120
Remote support for helpdesks, call centers and organizations
LogMeIn Rescue is a powerful, easy-to-use remote support solution for PC’s, Mac’s, mobile devices, and more. Read more about LogMeIn Rescue
Visit WebsiteAdd to compareCompareRemove app
Remote support for helpdesks, call centers and organizations
LogMeIn Rescue is a powerful, easy-to-use remote support solution for PC’s, Mac’s, mobile devices, and more. Read more about LogMeIn Rescue
Visit WebsiteCompare

Genesys Cloud   

98
72 pts
Mobile optimized cloud call center with multichannel routing
Genesys Cloud is a cloud contact centre and employee collaboration solution that's easy to use, quick to deploy, and built for rapid innovation. Read more about Genesys Cloud
Visit WebsiteAdd to compareCompareRemove app
Mobile optimized cloud call center with multichannel routing
Genesys Cloud is a cloud contact centre and employee collaboration solution that's easy to use, quick to deploy, and built for rapid innovation. Read more about Genesys Cloud
Visit WebsiteCompare

Salesforce Service Cloud   

458
Customer Service & Field Service Management Solutions
Salesforce Service Cloud offers a solution for contact centers to track & route incoming cases from multiple channels with integration to 80 telephony systems. Read more about Salesforce Service Cloud
Visit WebsiteAdd to compareCompareRemove app
Customer Service & Field Service Management Solutions
Salesforce Service Cloud offers a solution for contact centers to track & route incoming cases from multiple channels with integration to 80 telephony systems. Read more about Salesforce Service Cloud
Visit WebsiteCompare

Adversus   

18
Cloud-based dialer & CRM solution
Adversus is a cloud-based dialer and customer relationship management (CRM) solution designed to help small to midsize businesses manage operations related to client communication, telemarketing, lead management & more. The platform enables users to automate call workflows using automatic answering. Read more about Adversus
Visit WebsiteAdd to compareCompareRemove app
Cloud-based dialer & CRM solution
Adversus is a cloud-based dialer and customer relationship management (CRM) solution designed to help small to midsize businesses manage operations related to client communication, telemarketing, lead management & more. The platform enables users to automate call workflows using automatic answering. Read more about Adversus
Visit WebsiteCompare

Nextiva   

230
Simplifying Business Communication
Nextiva is transforming the way businesses communicate. Nextiva is a communications platform providing businesses with big-business phone features at a small-business price and it offers offers ease of use, manageability, scalability, reliability and enterprise-class functionality. Read more about Nextiva
Visit WebsiteAdd to compareCompareRemove app
Simplifying Business Communication
Nextiva is transforming the way businesses communicate. Nextiva is a communications platform providing businesses with big-business phone features at a small-business price and it offers offers ease of use, manageability, scalability, reliability and enterprise-class functionality. Read more about Nextiva
Visit WebsiteCompare

ChaseData   

133
Cloud-based call center solution for SMBs
Cloud-based scalable call center solutions are in reach of every sized business in every industry. Read more about ChaseData
Visit WebsiteAdd to compareCompareRemove app
Cloud-based call center solution for SMBs
Cloud-based scalable call center solutions are in reach of every sized business in every industry. Read more about ChaseData
Visit WebsiteCompare

Aceyus   

3
Employee & client experience management for contact centers
Aceyus is an intelligence and reporting platform for enterprise-level contact centers, which provides real-time & historical reports on customer and agent behavior. Features include intelligent call routing, alerts, dynamic dashboards, trend analysis, omnichannel reporting, data integration & more. Read more about Aceyus
Visit WebsiteAdd to compareCompareRemove app
Employee & client experience management for contact centers
Aceyus is an intelligence and reporting platform for enterprise-level contact centers, which provides real-time & historical reports on customer and agent behavior. Features include intelligent call routing, alerts, dynamic dashboards, trend analysis, omnichannel reporting, data integration & more. Read more about Aceyus
Visit WebsiteCompare

GoToConnect   

417
78 pts
The first-ever truly unified voice and video solution.
GoToConnect combines the power and reliability of Jive's cloud VoIP phone systems with GoToMeeting's web, audio and video conferencing into one simple, reliable and flexible solution. Users can meet, talk, chat, text and collaborate seamlessly via web browser, desktop application, or desk phone. Read more about GoToConnect
Visit WebsiteAdd to compareCompareRemove app
The first-ever truly unified voice and video solution.
GoToConnect combines the power and reliability of Jive's cloud VoIP phone systems with GoToMeeting's web, audio and video conferencing into one simple, reliable and flexible solution. Users can meet, talk, chat, text and collaborate seamlessly via web browser, desktop application, or desk phone. Read more about GoToConnect
Visit WebsiteCompare

Convoso   

14
Convert more leads in less time!
Convoso's cloud contact center software provides powerful and easy-to-use solutions to help businesses cost-effectively increase their sales pipelines by up to 150% and deliver top-tier customer experience. Our cutting-edge call center tools are designed to provide your agents and customers with an enjoyable experience and optimal results. Read more about Convoso Our blended, cloud contact center software provides fully-integrated end-to-end applications that include: 'lite' CRM, PBX system, intelligent dialer, hosted IVR, webRTC softphone, LMS, reporting tools, and more!
Visit WebsiteAdd to compareCompareRemove app
Convert more leads in less time!
Convoso's cloud contact center software provides powerful and easy-to-use solutions to help businesses cost-effectively increase their sales pipelines by up to 150% and deliver top-tier customer experience. Our cutting-edge call center tools are designed to provide your agents and customers with an enjoyable experience and optimal results. Read more about Convoso Our blended, cloud contact center software provides fully-integrated end-to-end applications that include: 'lite' CRM, PBX system, intelligent dialer, hosted IVR, webRTC softphone, LMS, reporting tools, and more!
Visit WebsiteCompare

ProcedureFlow   

25
Cloud-based knowledge management software
ProcedureFlow is a cloud-based knowledge management software which enables call centers to create simple visual maps to support customer service operations. Read more about ProcedureFlow
Visit WebsiteAdd to compareCompareRemove app
Cloud-based knowledge management software
ProcedureFlow is a cloud-based knowledge management software which enables call centers to create simple visual maps to support customer service operations. Read more about ProcedureFlow
Visit WebsiteCompare

XenCALL   

15
Predictive dialer CRM with VoIP for call centers.
XenCALL is a call center automation software with predictive dialing, a built-in CRM, automatic lead distribution and a live floor map of your sales team. Read more about XenCALL
Visit WebsiteAdd to compareCompareRemove app
Predictive dialer CRM with VoIP for call centers.
XenCALL is a call center automation software with predictive dialing, a built-in CRM, automatic lead distribution and a live floor map of your sales team. Read more about XenCALL
Visit WebsiteCompare

VCC Live   

26
All-in-one Cloud Contact Center Software
Cloud-based call center software with management and operator features incorporated as well as data security and analytical report. Read more about VCC Live
Visit WebsiteAdd to compareCompareRemove app
All-in-one Cloud Contact Center Software
Cloud-based call center software with management and operator features incorporated as well as data security and analytical report. Read more about VCC Live
Visit WebsiteCompare

uContact   

25
Beautiful Contact Center Solution - Omnichannel - All in One
uContact is a contact center solution designed to provide inbound, outbound & blended call centers with multiple channels to manage sales & customer care. Read more about uContact
Visit WebsiteAdd to compareCompareRemove app
Beautiful Contact Center Solution - Omnichannel - All in One
uContact is a contact center solution designed to provide inbound, outbound & blended call centers with multiple channels to manage sales & customer care. Read more about uContact
Visit WebsiteCompare

CloudTalk   

126
78 pts
Cloud-based call center software for sales and support teams
CloudTalk is a full-featured, cloud-based VOIP software ready to use at the touch of a button, for sales and support teams in call centers of all sizes. Read more about CloudTalk
Visit WebsiteAdd to compareCompareRemove app
Cloud-based call center software for sales and support teams
CloudTalk is a full-featured, cloud-based VOIP software ready to use at the touch of a button, for sales and support teams in call centers of all sizes. Read more about CloudTalk
Visit WebsiteCompare

Call Center Application   

14
Predictive dialer & call automation for call centers
Dialing Innovations’ Call Centre Application is a predictive dialer and automated outbound calling tool for call centers, designed to aid with call center operations by automating tasks such as lead prioritization, call distribution, call recording, answering machine detection, cost tracking & more… Read more about Call Center Application
Visit WebsiteAdd to compareCompareRemove app
Predictive dialer & call automation for call centers
Dialing Innovations’ Call Centre Application is a predictive dialer and automated outbound calling tool for call centers, designed to aid with call center operations by automating tasks such as lead prioritization, call distribution, call recording, answering machine detection, cost tracking & more… Read more about Call Center Application
Visit WebsiteCompare

CallTrackingMetrics   

26
The Only All-in-One Call Tracking & Contact Center Solution
CallTrackingMetrics is marketing attribution, conversation intelligence, and contact center solution. Capture the full customer journey across teams. Track all of your conversations across calls, texts, form fills, and chats in one platform. Read more about CallTrackingMetrics
Visit WebsiteAdd to compareCompareRemove app
The Only All-in-One Call Tracking & Contact Center Solution
CallTrackingMetrics is marketing attribution, conversation intelligence, and contact center solution. Capture the full customer journey across teams. Track all of your conversations across calls, texts, form fills, and chats in one platform. Read more about CallTrackingMetrics
Visit WebsiteCompare

InGenius   

2
Call center CRM-integrated software
InGenius is a computer telephony integration (CTI) innovator that connects Asterisk, Avaya, Cisco, Genesys and Mitel phone systems into Microsoft Dynamics, Salesforce and ServiceNow CRMs. The solution adapts to individualized contact center needs. Read more about InGenius
Visit WebsiteAdd to compareCompareRemove app
Call center CRM-integrated software
InGenius is a computer telephony integration (CTI) innovator that connects Asterisk, Avaya, Cisco, Genesys and Mitel phone systems into Microsoft Dynamics, Salesforce and ServiceNow CRMs. The solution adapts to individualized contact center needs. Read more about InGenius
Visit WebsiteCompare

Newfies-Dialer   

4
Auto dialers for lead generation & telemarketing
Newfies-Dialer is an auto-dialer, voice & SMS broadcasting system designed for lead generation, marketing, political campaigning, debt collection, and more. Read more about Newfies-Dialer
Visit WebsiteAdd to compareCompareRemove app
Auto dialers for lead generation & telemarketing
Newfies-Dialer is an auto-dialer, voice & SMS broadcasting system designed for lead generation, marketing, political campaigning, debt collection, and more. Read more about Newfies-Dialer
Visit WebsiteCompare

DialerAI   

0
Predictive dialer solution for call centers
DialerAI is a predictive dialer solution designed for call centers, which helps manage inbound and outbound call routing between prospects and agents. Key features include interactive voice response (IVR), text-to-speech conversion, white labeling, voice broadcasting, and contact management. Read more about DialerAI
Visit WebsiteAdd to compareCompareRemove app
Predictive dialer solution for call centers
DialerAI is a predictive dialer solution designed for call centers, which helps manage inbound and outbound call routing between prospects and agents. Key features include interactive voice response (IVR), text-to-speech conversion, white labeling, voice broadcasting, and contact management. Read more about DialerAI
Visit WebsiteCompare

Freshcaller   

17
71 pts
Modern Phone System for customer support & sales
Freshcaller is a modern call center software for customer support, sales, IT, and HR teams. Freshcaller's cloud-based architecture brings together features like IVR, Smart Escalations, Voicebots, Customizable Performance Reporting to set up call center operations. Read more about Freshcaller It has 90+ countries phone numbers.
Visit WebsiteAdd to compareCompareRemove app
Modern Phone System for customer support & sales
Freshcaller is a modern call center software for customer support, sales, IT, and HR teams. Freshcaller's cloud-based architecture brings together features like IVR, Smart Escalations, Voicebots, Customizable Performance Reporting to set up call center operations. Read more about Freshcaller It has 90+ countries phone numbers.
Visit WebsiteCompare

Dixa   

17
The Customer Friendship Platform
Dixa offers next-gen call center software built to improve the agent and customer experience powered by smart routing, customer data, integrations and more. Get quality VoIP starting at $99 per agent/ per month and add more channels or agents as needed. Read more about Dixa
Visit WebsiteAdd to compareCompareRemove app
The Customer Friendship Platform
Dixa offers next-gen call center software built to improve the agent and customer experience powered by smart routing, customer data, integrations and more. Get quality VoIP starting at $99 per agent/ per month and add more channels or agents as needed. Read more about Dixa
Visit WebsiteCompare

Zadarma   

26
VoIP calls, Cloud PBX and SMS solutions for business users
Zadarma brings a new generation of VoIP services for corporate users, facilitating the setup of business telephony systems without additional hardware and wiring expenses by offering VoIP calls, virtual phone numbers, cloud PBX, SMS and third-party CRM or messenger app integration options. Read more about Zadarma
Visit WebsiteAdd to compareCompareRemove app
VoIP calls, Cloud PBX and SMS solutions for business users
Zadarma brings a new generation of VoIP services for corporate users, facilitating the setup of business telephony systems without additional hardware and wiring expenses by offering VoIP calls, virtual phone numbers, cloud PBX, SMS and third-party CRM or messenger app integration options. Read more about Zadarma
Visit WebsiteCompare

InfoFlo   

78
All-in-One CRM Software Solution
InfoFlo software is the most intuitive CRM software on the market. It's perfect for managing customer relationships. With InfoFlo you can now manage all emails, documents, tasks, invoices, sales/opportunities, tasks, calendar events in one simple to use interface… Read more about InfoFlo
Visit WebsiteAdd to compareCompareRemove app
All-in-One CRM Software Solution
InfoFlo software is the most intuitive CRM software on the market. It's perfect for managing customer relationships. With InfoFlo you can now manage all emails, documents, tasks, invoices, sales/opportunities, tasks, calendar events in one simple to use interface… Read more about InfoFlo
Visit WebsiteCompare
Call Center Software Buyers Guide

Call center software helps businesses engage and interact with customers so that agents are able to address customer issues. The software helps call center agents handle outbound and inbound customer calls efficiently and quickly. This boosts overall customer satisfaction and improves customer relationship with the business.

In this guide, we’ll cover:

What is call center software?

Call center software is software that allows businesses to make or receive phone calls to/from customers for the provision of good customer service. It offers certain features, such as call routing, interactive voice responses, automatic call distribution, call scripting, and  call monitoring, to help the agents efficiently manage all the calls. 

Types of call center software

The first step to investing in call center software is to know whether you want an outbound, inbound, or blended call center solution. Here’s a brief definition of each type:

Outbound call center: This software helps agents engage with customers on behalf of a business or client for telemarketing, sales, fundraising, or surveys.

Inbound call center: It helps customers get in touch with a company to resolve their queries about a product or service. Such software can also help a business schedule appointments and dispatch technicians.

Blended: This software allows customer service agents to take care of both inbound and outbound call operations. Agents can fill in for each other while handling all the calls. This functionality boosts a call center’s productivity. 

Key questions to ask your vendor before you buy: Do you offer an option to add in services to each software type? Can I scale-up the functionality of my outbound call center software to include inbound calls as well with ease?

Deployment options for call center software

The three deployment options that you can choose from, depending on your business requirements, include the following:

On-premise: This software is deployed within the premises of an organization. The infrastructure is maintained by in-house IT staff or a third-party service provider. This deployment option is suitable for centralized teams and organizations that have dedicated IT staff to maintain and update the software and hardware.

Hybrid or hosted: A hybrid or hosted model has characteristics of both on-premise and cloud-based software. The software is installed, hosted, and maintained on a remote server, which is off-site but can be accessed via an internet connection from anywhere and at any time.

This is suitable for organizations that are looking to eliminate physical data centers and reduce their IT costs. They can pay once for the license and then pay the maintenance fees each month without having the burden of maintaining the software infrastructure by themselves.

Cloud-based: This model is hosted online on the cloud and can be accessed via the internet. It’s suitable for businesses that are looking to invest upfront for the deployment and don’t want to maintain dedicated IT staff. It is suitable for remote offices with dispersed teams. The solution is easier to implement and scale than the others.

GetApp’s website focuses on cloud-based software options, which we believe to be the best option for most small businesses. Cloud-based tools typically come with lower up-front costs, faster implementation time, and automatic updates; they also better support remote use, scale more easily, and minimize the need for IT staff and real estate.

Key question to ask your vendor before you buy: What are the additional costs for each kind of deployment model?

What are some common features of call center software?

The core features of call center software include: Automatic call distribution (ACD): It’s an automatic system that ensures that all incoming calls are routed to appropriate agents, depending on their availability and expertise. ACD also provides data about call volume, calls handled, call duration, and waiting time.

Automatic call distribution in nextiva

ACD options in Nextiva (Source)

Computer telephony integration (CTI): This feature allows call center agents to see the customer data, purchase history, and information about previous customer interactions. As soon as the customer gets connected to the agent, the information appears on the agent’s desktop to help them serve the customer better.

CTI in Bright Pattern

CTI in Bright Pattern (Source)

Monitor/whisper/barge: This feature allows call center managers to monitor calls without the agent knowing that they’re being monitored. The managers can barge into calls to speak to the agent and the caller. They can also whisper to the agents to coach them during calls without the customer’s knowledge.

Call whispering in Aircall

The call whispering function in Aircall (Source) Reporting: This feature provides reports about abandonment rate, agent wrap time, customer interaction, etc., in comprehensive visual formats. Managers can take actions based on the insights derived from the consolidated data.

Reporting feature in Avoxi

Reporting feature in Avoxi (Source)

Call recording: Call recording enables users to record inbound and outbound calls. The recordings can be searched through and heard later for quality coaching.

Intelligent call queues: This functionality routes calls as per categories, which are based on predefined business rules, wait time, and customer value. This allows agents to prioritize calls that need to be answered first based on their value, urgency, etc. They can also transfer the caller to another queue and define wait limits for the queues.

Interactive voice responses (IVR): It’s an automated telephony system that interacts with callers before routing them to the right agent or department, based on the required expertise. The feature aims to ease the situation for callers. The IVR greets them first and prompts them to choose from a series of options to talk to a team member, pay bills, check their account balance, and more.

Call scripting: This functionality helps agents follow a dialogue template for easy reference. They can fill their responses directly into the customer relationship management tool (CRM) to design workflows.

Call scripting feature in VICIdial

Call scripting feature in VICIdial (Source)

Progressive dialing: This feature automatically connects agents to calls when an agent becomes available. The dialer runs through the calling lists and dials at the pace at which the calls can be handled to ensure higher contact rates and lower abandoned call rates.

Progressive dialing feature in Five9

Progressive dialing feature in Five9 (Source)

Predictive dialing: This function allows the dialer to call multiple people at one time. As soon as a customer answers, he or she is connected to an agent. Based on the average time taken by an agent to finish the call, the dialer predicts the agent’s available time. This minimizes the time an agent spends in between calls. 

Predictive dialer function in dialerAI

Predictive dialer function in dialerAI (Source)

Key question to ask your vendor before you buy: What are the core features that you offer in different subscription plans?

What are some important call center software integrations?

Some of the important software integrations to enhance the functionality of your call center solution are listed below.

Customer relationship management: Your call center software should integrate with your CRM solution. This would help you centralize all the data, including history of communication, agent notes on every interaction, customer issues, and the offers emailed to customers.

Workforce management: Integrating this software will help you manage your employees’ productivity better. You can plan their schedules with a clear understanding of the call volume (derived from forecasting data).

Ticketing software: A ticketing system collects customer support requests from all the sources and centralizes them with the customer data about contact history. Integrating a ticketing software with a call center system allows your agents to respond to all the queries efficiently.

Key question to ask your vendor before you buy: What are the other software integrations you offer that are beneficial for small businesses?

Advanced call center software configuration

In addition to the core features that we discussed above, it’s important for you to know about the advanced call center software configuration. Here are some of the advanced features that your small business may need in the future, or now, based on your needs:

Agent to agent calling: This feature allows agents to call anyone on their team with just one click. They can check their team members’ status before calling to ensure that the receiver is available to take the call. This increases efficiency as agents are able to provide better customer service by collaborating with each other, which also boosts overall team productivity.

Email, chat, and text: This functionality empowers agents to answer customer queries and manage requests across platforms, such as email, chat, or mobile apps, from a centralized interface.

Intelligent reconnect: This feature automatically reconnects the customer back to the agent in case the call gets dropped or disconnected. If the agent is unavailable the second time, the caller is placed in front of the call queue to minimize the waiting time.

Social listening: This feature lets your agents listen to customer issues online using predefined keywords and hashtags on social media. Social media posts are immediately routed to agents and prioritized so that they can provide immediate resolution to customers. The feature also allows you to identify the problem areas based on the online feedback and then use it for improvement.

Disposition codes: This functionality allows users to choose a disposition code and add a note regarding the content of the call, indicating the status of the call such as transferred to IT, not interested, and issue resolved. The notes are added into the caller’s individual activity and the recent calls list for everyone to see.

Key question to ask your vendor before you buy: What are the other advanced software configurations you offer that are beneficial for small businesses?

Key call center software industry trend

AI, machine learning to enhance agent productivity: Artificial intelligence (AI) and machine learning can make your agents more efficient with a better understanding of the customer and their needs. 

The benefits of these technologies are twofold. On one hand, AI offers customer self-service options to provide the right information at the right time. On the other hand, it predicts customer behavior on the phone and provides recommendations to agents on how to deliver messages so that issues are quickly resolved.

Fifty-three percent of small and midsize businesses are already using, or plan to use, AI technology by 2020-2021. Keeping this in mind, small businesses should start utilizing AI data insights and combine it with personal customer support from agents. It will give them the much-needed competitive edge in the market.

Key questions to ask your vendor before you buy: How are you planning to further integrate AI and machine learning into your software?

Research methodology

We referenced the following documents while creating this guide:

Go back to the call center software directory

Filter by
Customer rating