Call Center Software with Help Desk Integration

Personalize your search in 2 clicks

Select your company size

Select your industry

Personalize your search in 2 clicks

1. Select your company size2. Select your industry type
just me
1-10
11-50
51-200
201-500
501-1000
1001-5000
5001-10000
10001+
10 apps
Filter results
1
Clear filters
1
Filters

Zoho Desk   

1,550
Industry's first context-aware Helpdesk Software
With Zoho Desk, agents become more productive, managers become more impactful, and customers become more empowered. Hook up your customer service number with Zoho Desk, and make/receive calls in-app. Your traditional customer service telephony that has been redesigned for the cloud. Read more about Zoho Desk
Industry's first context-aware Helpdesk Software
With Zoho Desk, agents become more productive, managers become more impactful, and customers become more empowered. Hook up your customer service number with Zoho Desk, and make/receive calls in-app. Your traditional customer service telephony that has been redesigned for the cloud. Read more about Zoho Desk

Balto   

2
Call center phone coaching for sales & customer service reps
Balto understands phone conversations and automatically tells reps what to say, live on each call. Read more about Balto
Call center phone coaching for sales & customer service reps
Balto understands phone conversations and automatically tells reps what to say, live on each call. Read more about Balto

CloudTalk   

4
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
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

XCALLY  

60
Omnichannel contact center management
XCALLY is an omnichannel contact centre management solution and customer care suite for inbound, outbound and blended contact centers. Read more about XCALLY
Omnichannel contact center management
XCALLY is an omnichannel contact centre management solution and customer care suite for inbound, outbound and blended contact centers. Read more about XCALLY

Zingtree  

90
Build your own question & answer style troubleshooters
Zingtree lets you create, deploy and analyze live agent scripts. Read more about Zingtree
Build your own question & answer style troubleshooters
Zingtree lets you create, deploy and analyze live agent scripts. Read more about Zingtree

FluentStream  

47
A cloud-based business phone service
Cross-channel business communications for the modern business. Read more about FluentStream
A cloud-based business phone service
Cross-channel business communications for the modern business. Read more about FluentStream

Sharpen  

46
Cloud-native Contact Center Platform
A leading cloud native contact center that serves more than 1,000 companies across the globe. Read more about Sharpen
Cloud-native Contact Center Platform
A leading cloud native contact center that serves more than 1,000 companies across the globe. Read more about Sharpen

InfoServ  

11
Integrated Call Center, Help Desk, and CRM software system
InfoServ CRM, integrated Call Center, Help Desk & CRM software solution, is a powerful tool to attract, retain, and delight customers and grow your company into a customer-centric organization. Read more about InfoServ
Integrated Call Center, Help Desk, and CRM software system
InfoServ CRM, integrated Call Center, Help Desk & CRM software solution, is a powerful tool to attract, retain, and delight customers and grow your company into a customer-centric organization. Read more about InfoServ

Helpshift  

28
Scalable customer care via web & mobile apps
Helpshift is an in-app customer engagement and web-based customer support platform that enables mobile apps to improve customer experience, drive higher ratings, reduce churn and increase retention. The suite includes full ticketing system, native FAQs, in-app chat, push campaigns & more. Read more about Helpshift
Scalable customer care via web & mobile apps
Helpshift is an in-app customer engagement and web-based customer support platform that enables mobile apps to improve customer experience, drive higher ratings, reduce churn and increase retention. The suite includes full ticketing system, native FAQs, in-app chat, push campaigns & more. Read more about Helpshift

Clarity Connect  

7
Full-featured contact center native to Skype for Business
The best contact center for Skype for Business. Easy to install and maintain. Read more about Clarity Connect
Full-featured contact center native to Skype for Business
The best contact center for Skype for Business. Easy to install and maintain. Read more about Clarity Connect
Filter by
Avg. User review

Call Center Category Leaders Q1 2019

GetApp's quarterly ranking showcases the leading 10-15 Call Center apps based in the cloud. Each app is scored using five factors, worth 20 points each, for a total possible score out of 100. These factors include user reviews, integrations, mobile app availability, functionality, and security. Each app's score is independent of commercial interests and existing relationships that GetApp has with app vendors.

Scroll down for more details about inclusion criteria and scoring.

Score
ReviewsIntegrationsMobileFunctionalitySecurity
74
74
Reviews 14/20
Integrations 18/20
Mobile 18/20
Functionality 12/20
Security 12/20
70
70
Reviews 20/20
Integrations 15/20
Mobile 16/20
Functionality 19/20
Security -/20
65
65
Reviews 15/20
Integrations 7/20
Mobile 8/20
Functionality 17/20
Security 18/20
60
60
Reviews 16/20
Integrations 13/20
Mobile 15/20
Functionality 16/20
Security -/20
59
59
Reviews 14/20
Integrations 8/20
Mobile 6/20
Functionality 17/20
Security 14/20
56
56
Reviews 16/20
Integrations 8/20
Mobile 16/20
Functionality 16/20
Security -/20
54
54
Reviews 17/20
Integrations 12/20
Mobile 7/20
Functionality 18/20
Security -/20
53
53
Reviews 17/20
Integrations 3/20
Mobile 16/20
Functionality 17/20
Security -/20
50
50
Reviews 16/20
Integrations 7/20
Mobile 0/20
Functionality 14/20
Security 13/20
50
50
Reviews 13/20
Integrations 7/20
Mobile 14/20
Functionality 16/20
Security -/20
42
42
Reviews 10/20
Integrations 5/20
Mobile 0/20
Functionality 12/20
Security 15/20
42
42
Reviews 15/20
Integrations 3/20
Mobile 6/20
Functionality 18/20
Security -/20
41
41
Reviews 17/20
Integrations 7/20
Mobile 0/20
Functionality 17/20
Security -/20
41
41
Reviews 15/20
Integrations 11/20
Mobile 0/20
Functionality 15/20
Security -/20
40
40
Reviews 13/20
Integrations 12/20
Mobile 0/20
Functionality 15/20
Security -/20

Who is the ranking for?

GetApp's Category Leader ranking is for business owners and decision makers looking for a comprehensive list of the leading cloud-based software products in the industry.

The ranking serves as a point of reference highlighting key factors that small businesses should look at when assessing a piece of software. These factors include user perception (reviews), compatibility (integrations and mobile compatibility), market presence (media presence), and security features (security).

How are the scores calculated?

An app's score is calculated using five unique data points, each scored out of 20, giving a total score out of 100. The ranking and scoring methodology ensure complete impartiality and independence from any relationships that GetApp has with app vendors.

User Reviews *

Review scores are calculated using reviews collected from GetApp and its sister sites, Software Advice and Capterra. Scores are calculated based on the total number, average rating, and recency of reviews.

The number of reviews and average user rating are scaled against the category average. A weighting is then applied to reward recency of user reviews: reviews written in the last 6 months score up to 10 points, those written between 6 and 12 months ago score up to 6 points, and those more than 12 months old score up to 4 points. These numbers are added together to give a total maximum score of 20.

Integrations

Integration scores factor in a number of variables. Up to 16 points are awarded based on the number of integrations an app has; the first 10 points are awarded based on the number of integrations relative to the category average, while 4 points are awarded based on the number of integrations relative to the leaders in the category. An additional 5 points is awarded for an integration with Zapier, a widely used software integration platform, while an extra point is given for having an open API. The total possible score for integrations is 20 points.

Mobile Platforms *

Mobile scores are calculated based on the availability of an iOS and Android app. 5 points are awarded for the presence of each app, with an additional 10 points being awarded for the number and average rating of reviews in both the App Store and Google Play. These review scores are calculated and scaled against the competition for a maximum of 5 points per platform and an overall maximum score of 20.

If there isn't a native iOS or Android app, the product's website is assessed using Google's PageSpeed Insights to measure mobile usability. The score is returned out of 100, then scaled to a score out of 5 for a maximum of 5 points.

Media Presence

Media presence is calculated using the number of Twitter followers and Facebook fans that an app has. The number of fans and followers are added together, and each app is scored based on this overall number, compared with others in the category. The first 15 points are awarded for the combined number of followers and fans scaled against the category average, while the final 5 points are awarded for the combined number of followers and fans scaled against the top leaders in the category. These two scores are added together for a total out of 20 points.

Security

Security scoring is calculated using answers from a vendor-completed survey. The questions in the survey are based on the Cloud Security Alliance self-assessment form as part of the Security, Trust & Assurance Registry. With 15 questions, each answer is assigned a point value based on vendor response, with additional points given for security certifications, for a maximum possible score of 20.

In the event of a tie, each data point is weighted for importance, with security taking precedent, followed by reviews, integrations, mobile apps, and media presence, respectively.

* All data points combining calculations for both ratings and reviews are calculated using a Bayesian estimate, which is a weighted average that includes the number of reviews and the rating of an app, benchmarked against others in the category.