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As a customer support manager, do you find keeping pace with a mobile workforce difficult? With the increasing need for mobility, traditional call centers are evolving into agile hubs of customer interaction. Yet, maintaining customer service can be challenging, especially when your agents aren't always working from their desks. Communication breakdowns, reduced accessibility, and inconsistent service quality can frustrate customers and make you lose business. The solution? A call center mobile app.
Call center apps help agents handle inquiries, resolve issues, and foster customer satisfaction—from the convenience of their mobile devices, anytime and anywhere.
To help you pick the right call center application, we looked at 2M+ unique user reviews to see what users had to say and highlighted the top seven call center apps based on sentiment analysis of reviews, arranged in order of percentage of positive reviews. Read how we selected these at the bottom of the page.
All the listed mobile apps offer core call center features, including call center management, automatic call distribution, and computer telephony integration.
RingEX’s app features a cloud-based phone system that ensures call centers can take and manage calls, voicemails, faxes, and business SMS on any device. Its auto-attendant functionality allows for automated call routing based on predefined rules, ensuring callers are directed to the correct department or agent without manual intervention. You can access call management features, such as call forwarding, hold, transfer, and queue management. Team messaging before, during, and after calls enables call center agents to collaborate in real time, share information, coordinate responses, and resolve customer issues. RingEX integrates with CRM and customer service applications, allowing access to customer data and managing interactions within the call center platform. Additionally, you can access real-time data and generate reports to monitor call volume, assess agent performance, identify areas for improvement, and gain insights into customer interactions.
Customer support: Live chat, call, email, and help center
Mobile app price: Available with the paid plan, which starts at $20 per user per month
Billing cycle: Annual
Customer service teams seeking to enhance responsiveness and effectiveness can benefit from RingEX's auto-attendant functionality. It automatically routes calls to the appropriate department or agent based on predefined rules, reducing wait times and ensuring a seamless customer experience. This improves customer satisfaction and increases productivity by minimizing manual intervention. Additionally, the team messaging feature of the RingEX mobile app facilitates real-time collaboration among call center agents. Whether before, during, or after calls, agents can share information, coordinate responses, and resolve customer issues more effectively. By standardizing communication and collaboration, RingEX empowers teams to deliver exceptional customer service and drive positive outcomes.
Review excerpt from a user of RingCentral MVP’s (RingEX) mobile app:
“Overall, I would say, my experience is very good in using RingCentral. If you want a good VOIP service with all the features in one place then you can purchase RingCentral subscription. We can easily all the communication processes from one app including texting, calling, video calling, meeting etc. We can also track our organization's work like number of calls, recording, quality etc. I think, as of now, everything is good. Meantime, if they want then can add the read receipt feature.”
Zendesk Suite’s live chat app helps you generate support tickets and automate repetitive tasks with pre-defined actions using macros. For example, send a welcome message or request additional information from the customer. You can locate and access specific tickets using the app's search function or by following deep links embedded in email notifications. You can filter ticket queues based on custom criteria, such as urgency and ticket entry date or time. You can proactively reach out to website visitors needing assistance, potentially turning them into customers. You can handle multiple chat conversations simultaneously. Zendesk also provides reporting and analytics, enabling you to monitor KPIs (e.g., average chat response time, rating, and resolution time), track productivity, and identify areas for improvement. Its center agent dashboard offers an overview of individual and team queues, helping you assess workload distribution and make necessary adjustments.
Customer support: Email and help center
Mobile app price: Available with the paid plan, which starts at $19 per agent per month
Billing cycle: Annual
Zendesk Suite is a good option for support teams aiming to improve their customer engagement and lead capture strategies. With its proactive chat feature, customer service agents can reach out to website visitors in real time, addressing their concerns and guiding them through the website navigation process. This proactive approach helps turn customer interactions into potential leads and sales and leads to happier customers by resolving issues before they escalate. Additionally, many visitors may abandon browsing sessions if they encounter difficulties or unanswered questions. Contact center agents can offer assistance by proactively contacting these visitors, reducing abandonment rates, and improving overall customer satisfaction.
Review excerpt from a user of Zendesk Suite’s mobile app:
“We started using Zendesk around 2012 and found it to be a great way to prioritize customer needs and make sure we are properly taking care of our clients. I really feel like it just makes the support experience better and easier for a business owner and can't imagine NOT having Zendesk. The majority of tech companies that we deal with also use Zendesk and as someone sitting on "the other side" for those interactions - they're easy to deal with as well.”
Read all Zendesk Suite reviews here.
Prioritize the in-app messaging and click-to-call feature. In-app messaging quickly resolves simple issues, reducing call volume and wait times. Click-to-call functionality allows customers to initiate calls directly from the app, and mobile screen recording captures customer interactions for training or quality assurance purposes.
Zoho Desk lets you set up push notifications to receive alerts whenever new tickets are created, existing tickets are updated, or tickets are assigned to you. It integrates with Zoho CRM, allowing you to access contact emails, phone numbers, addresses, past interactions, purchases, and customer happiness ratings. You can use work modes and custom views to sort your tickets based on chosen criteria, such as urgency or entry time. Response templates and suggested articles simplify writing replies and attaching private responses to a ticket. You can use swipe gestures to edit, assign, and pass tickets to other colleagues. With social network-style commenting and tagging, agents can ask for help, brainstorm solutions, and collaborate with their colleagues and other departments within the ticket. The Team Feed keeps your entire team updated and enables in-app conversations, enhancing communication and collaboration.
Customer support: Live chat, email, and knowledge base
Mobile app price: Available with the paid plan, which starts at $14 per user per month
Billing cycle: Annual
Support teams seeking to improve customer service through personalization and strong internal collaboration should consider the Zoho Desk mobile app. It integrates with Zoho CRM, providing access to customer information such as contact emails, phone numbers, addresses, past interactions, purchases, and customer happiness ratings. This allows agents to tailor their support approach to individual customer needs, fostering a more personal and positive experience. Zoho Desk incorporates social network-style features, allowing agents to directly request help from colleagues or specific departments by adding comments and tags within tickets. This fosters brainstorming and knowledge sharing within the team. Moreover, the Team Feed informs the entire support team about ongoing interactions and allows for in-app conversations. This simplifies communication, ensures everyone is on the same page, and improves resolution times.
Review excerpt from a user of Zoho Desk’s mobile app:
“It was amazing, by using my PC I used to log in everyday morning at 10 am to log out at 7 pm, we use this application for marking attendance and our leave holidays paid leave unpaid leave, and salary slips also we can get from this application Attendance marking system with another options like leave, off ect Not working properly on mobile devices need to improve this asap.”
Read all Zoho Desk reviews here.
Bitrix24’s call center mobile app allows you to communicate with customers via voice and video calls directly through the app. This functionality helps provide real-time support and resolve customer issues. It integrates with Bitrix24 CRM, providing a detailed view of customer information, including customer history, preferences, and previous interactions. Using this information, you can offer personalized support and informed services. The app turns incoming customer messages and questions into tasks for available customer service agents to address. You can use the in-app dashboard to track each task’s progress and leave comments/feedback.
Customer support: Email, call, and knowledge base
Mobile app price: Available with the paid plan, which starts at $49 per organization per month
Billing cycle: Annual
Traditional methods of handling customer inquiries often lack real-time tracking and monitoring, making it hard to manage the ticketing progress and agent performance. Bitrix24 app can help in such cases by converting customer messages and questions into agent tasks. This functionality creates a clear structure for handling customer interactions, allowing agents to prioritize tasks, ensure follow-up, and avoid missing important customer inquiries. Moreover, the app's ability to leave comments and feedback facilitates collaboration between supervisors and agents. They can share additional information, clarify details, or provide guidance without separate communication channels.
Review excerpt from a user of Bitrix24’s mobile app:
“Overall, my experience with Bitrix24 has been positive. I appreciate the all-in-one approach and the ability to customize the platform to meet my specific business needs. The collaboration tools have been effective for my team, and the mobile app has helped stay on top of tasks and projects while on the go. A great thing I like about this software is it is an all-in-one tool. It offers a comprehensive suite of tools, allowing businesses to consolidate their operations and reduce the need for multiple platforms.”
Read all Bitrix24 reviews here.
Assess the app’s battery efficiency. Constant use can drain an agent's phone battery. Choose an app optimized for low battery consumption to ensure agents can work an entire shift without interruption.
With Freshdesk’s mobile app, you can use canned responses to address common queries and provide consistent answers. You can use solution articles to share detailed instructions and helpful information directly from your mobile device. The app lets you view pending, overdue, or unassigned tickets and receive real-time updates via push notifications. The search function lets you find past tickets, relevant solution articles, and customer details, providing a richer context. You can also update customer information directly from your phone, such as location and phone numbers. Manage your workload by recording time entries, accessing timesheets, and marking billable hours for each ticket. You can also share tickets with Trello, Asana, or Google Hangouts from your mobile device. The app’s customizable views let you tailor your ticket feed to suit your workflow.
Customer support: Help center
Mobile app price: Available with the paid plan, which starts at $15 per agent per month
Billing cycle: Annual
Support teams looking to improve their response accuracy and consistency can consider Freshdesk. The app’s canned responses feature ensures that agents provide accurate and consistent information, particularly important for addressing technical issues (e.g., software installation and network connectivity). Additionally, canned responses and solution articles enable agents to quickly address common customer inquiries without typing lengthy responses each time, saving time and allowing them to handle more calls or chats. Typing responses on a mobile device can be prone to errors, but pre-written canned responses minimize typos and ensure clear communication.
Review excerpt from a user of Freshdesk’s mobile app:
“It is one of the very special apps that you and your team can use to follow up on business and reports in a distinct way, in addition to that it has wonderful features and controls and protects users wonderfully and we have been using it on a daily basis for more than three years We use it to manage the ticketing system, support customers, track reports, and it works amazing. addition, it has multiple features and controls that make its use unique and amazing.”
Read all Freshdesk reviews here.
Nextiva’s mobile app lets you make and receive unlimited calls within designated regions, such as the US and Canada. It includes call routing capabilities, automatically directing calls to the most appropriate customer service agent based on predefined rules, such as skill set, availability, and department. The app supports call queues, holding callers in a queue until an agent is available, thereby preventing busy signals and ensuring all calls are answered eventually. The automatic call distribution system greets callers, gathers information about their inquiries, and directs them to the appropriate department or agent. Additionally, the Nextiva app offers various collaboration features, including team chat, collaboration rooms, file sharing, and video meetings and calls.
Customer support: Phone call, email, and knowledge base
Mobile app price: Available with the paid plan, which starts at $18.95 per user per month
Billing cycle: Annual
Nextiva is worth considering for any team managing a high volume of calls, such as contact centers, sales teams, or technical support departments. Its call queue functionality helps organize and manage the flow of incoming calls, ensuring every call gets answered and reducing chaos during peak times. The app prevents busy signals and enhances customer satisfaction by holding callers in a queue and informing them of their wait time. This structured system also helps agents prepare for the next call while finishing the current one, leading to more efficient call handling and reduced idle time.
Review excerpt from a user of Nextiva’s mobile app:
“Amazing is the word, it's easy to use. And affordable. It’s user friendly, it has a computer app, phone app, and also can be used on VOIP physical phone as well I don't know anything bad yet but if I ever face I know they have my back.”
Read all Nextiva reviews here.
LiveAgent’s mobile app offers multi-channel communication support, including email, chat, Facebook, Twitter, phone, web, and forums. It enables you to chat with customers in real time, address their queries, transfer tickets to other agents or departments, and resolve tickets directly within the app. The app sends push notifications for new tickets or chat requests, ensuring prompt responses. Preset filters help you categorize and prioritize tickets based on criteria such as urgency, type, or status. You can also use tags and notes to add context or information about each ticket, making it easier to understand the ticket’s history and provide effective support.
Customer support: Live chat, call, email, and knowledge base
Mobile app price: Available with the paid plan, which starts at $9 per month
Billing cycle: Annual
When dealing with a large volume of tickets or customer inquiries, it can be challenging for support agents to grasp the context of each issue. LiveAgent can help in such cases with its tags and notes features. These features help support agents add relevant information or context to tickets, such as details about the nature of the problem, previous interactions with the customer, or specific details about the issue at hand. Contextual information enables agents to understand the history and background of each ticket, facilitating more informed and effective support. Moreover, in a team-based support environment, multiple agents may need to collaborate on resolving a ticket or handling a customer inquiry. Tags and notes allow agents to communicate important details or updates about a ticket with their colleagues. This ensures all team members know relevant information and can consistently support customers.
Review excerpt from a user of LiveAgent’s mobile app:
“As a company, we have found that creating tickets and using the LiveAgent chat to manage them has helped us much in meeting the needs of our clients and promoting our products and services in an expedient manner. We've been able to improve communication with our clients and boost our output as a result. One of the many reasons I love using it is that I can use LiveAgent from any computer, tablet, or smartphone with a web browser. Because of its adaptability, user-friendliness, and low cost, it can achieve impressive productivity levels. It's incredibly user-friendly and offers complete visibility with minimal setup.”
Read all LiveAgent reviews here.
Explore offline call recording functionality. Dropped calls happen. Consider an app that allows offline call recording so important customer interactions aren't lost even if the connection is interrupted.
Here are some common features you can expect in a mobile contact center solution.
Feature | Description |
---|---|
Call routing | Direct incoming calls to the relevant agent or department based on predefined rules and criteria to ensure efficient handling and reduce wait times. |
Call recording | Record calls for quality assurance, training, and compliance purposes, allowing managers to review and evaluate agent-customer interactions. |
Real-time monitoring | Monitor live calls, agent activities, and real-time performance metrics, enabling immediate intervention. |
Agent scripting | Provide agents with scripts and guidance during calls to ensure consistency, accuracy, and adherence to company policies and procedures. |
Interactive voice response (IVR) | Automate customer interactions through voice prompts and keypad inputs, allowing customers to quickly reach the correct department or access self-service options. |
Mobile apps have become increasingly popular because they offer several advantages over the desktop version. Here is why you should consider a mobile app to run a call center.
Benefit | Description |
---|---|
Flexibility and mobility | Mobile apps allow call center agents to work from anywhere, not just in a fixed office. This is ideal for remote work, which has become increasingly prevalent. Agents can respond to customer inquiries while traveling or from home, providing continuous service without being tethered to a desk. Agents can be available to handle calls and messages outside of regular office hours, enhancing customer service availability and responsiveness. |
Offline functionality | Mobile apps can work offline, allowing agents to continue their tasks without an internet connection. Data is synced once the connection gets restored, ensuring no disruption to service. Moreover, information can be cached locally on the mobile device, enabling quick access to customer data and essential resources without relying on continuous internet connectivity. |
Camera integration | Agents can leverage the mobile device’s camera to offer visual support to customers. For example, customers can show their issues via video, helping agents diagnose and resolve problems more effectively. Agents can also capture images or videos of important documents or issues and upload them directly to the system, simplifying documentation and record-keeping processes. |
GPS and location-based services | Mobile apps can use the global positioning system (GPS) to provide location-based services, enabling agents to offer more personalized support. For instance, knowing a customer’s location can help provide relevant information about nearby service centers or stores. In situations requiring immediate attention, such as roadside assistance, agents can quickly locate and dispatch help to the customer's location. |
Here are some common questions you can ask your vendors while looking for the best call center software.
What encryption standards does the app use to protect data?
High encryption standards provide a strong defense against cyber threats and data breaches. This ensures customer trust and compliance with regulatory requirements, such as the General Data Protection and Regulation (GDPR) or Health Insurance Portability and Accountability Act (HIPAA), depending on the industry and region. An app with strong encryption mechanisms will help maintain the integrity and confidentiality of customer information, thereby protecting the business from potential legal and financial repercussions associated with data breaches.
What kind of reporting and analytics does the app offer?
Advanced reporting and analytics provide insights that can drive strategic improvements. For instance, identifying peak call times allows for better staffing decisions, and understanding common issues can guide training and process enhancements. Comprehensive analytics help optimize operations, improve customer satisfaction, and achieve business goals more efficiently.
What are the app's uptime and reliability statistics?
High uptime and reliability ensure that call center operations run smoothly without interruptions. This stability enhances the call center's overall efficiency and productivity. Moreover, a reliable app reduces the likelihood of technical issues that frustrate agents and customers, improving service quality and customer trust. Consistent performance also positively reflects the business's reputation, reinforcing customer loyalty and confidence in the service provided.
To be considered for this list, products had to:
Have at least 20 unique product reviews published within the past two years that mention mobile-specific capabilities (based on text analysis), with an average rating of 4.0 or higher as of May 10, 2024.
Meet our definition of call center software: “Call center software helps organizations manage inbound and outbound communications with customers and prospects. It is also commonly referred to as a contact center."
Have the highest percentage of positive sentiment (versus neutral or negative sentiment). We calculated the sentiment score by identifying the positive and negative user sentiment specifically around mobile app usage.
*Mobile features of interest were identified from vendor websites. Our research team selected the features considering what we know users expect or find important in a mobile experience.
Review excerpts are passages extracted from longer reviews written by verified reviewers. We obtain these excerpts by applying an algorithm that considers factors including, but not limited to, length, topic coverage, and thematic relevance. Excerpts are evaluated for positive or negative sentiment and receive a sentiment score.
Excerpts represent user opinion and do not represent the views of, nor constitute, an endorsement by GetApp or its affiliates. Excerpts are not edited for clarity or grammar.
We select and rank products based on an objective methodology developed by our research team. While some vendors may pay us when they receive web traffic or leads, this has no influence on our methodology.
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