Best Call Center Software to Try in 2024

May 20, 2024 16 min read

Dominic Kent

Dominic Kent

best-call-center-software

When evaluating call center software, it’s impossible to get a demo of each and draw up a genuine shortlist based on all your requirements.

That is unless someone has already done all the heavy lifting for you.

We’ve ranked the call center software solutions available on the market so that you can whittle down what does and doesn’t sound like the best fit for your business needs.

So, get your pen and paper ready as we drill into the key features and analyze why each contender is a good fit for growing call centers like yours.

Short on time? The top three call center platforms are:

  1. Nextiva
  2. Five9
  3. Ringover

Here’s why Nextiva wins…

Nextiva vs. Five9 vs. Ringover

While distinguishing differences between all the call center software on the market is hard, we’ve selected the top three. Here’s the side-by-side comparison, which shows why Nextiva comes out on top.

If you’re looking for a quick setup with a simple interface and a host of call center features underpinning it, Nextiva is the choice if you don’t want to break the bank.

FeatureNextivaFive9Ringover
Setup In Hours
Monthly Price$99+ per user$149+ per user$69+ per user
UC + CC Integration
Free TrialCustom Proof of ConceptSeven days
24/7 Support
Omnichannel
Workforce Management
Outbound and Inbound
AI Agent Assist
CRM Integration

Top 10 Call Center Software Providers

1. Nextiva

ProsCons
Quick and simple setupNo free trial
Affordable cost for businesses of all sizesNo support for on-premises deployments
New advanced AI features due to Thrio acquisitionLack of out-of-the-box integration for some niche lines of business apps

Nextiva provides a robust call center software platform flexible enough for just about any size company. Founded in 2006, the company is the leader in business phone systems and call center solutions, either provided in-house or via technology partners. You can choose from inbound, outbound, or blended contact center software alongside your core internal communications app.

Key features

Expect a wide range of features for inbound call centers, including call routing, advanced interactive voice response (IVR), and analytics for measuring agent performance, caller behavior, and customer preferences. Omnichannel functionality opens up more possibilities in email, web chat, SMS, and social media.

For outbound call centers, expect computer telephony integration (CTI), a power dialer or predictive dialer, and a ton of advanced reporting.

Nextiva call center

Out-of-the-box customer relationship management (CRM) system integrations include:

  • Salesforce
  • Microsoft Dynamics
  • Microsoft Teams
  • HubSpot
  • Zendesk
  • Zoho
  • Oracle Sales Cloud
  • Workbooks
  • ServiceNow
  • SugarCRM
  • Act! CRM
  • Lotus Notes
  • ConnectWise
  • GoldMine
  • Bullhorn

Why Nextiva is great for high-growth call centers

When you’re ramping up activity, everyone needs to stay connected. Nextiva really shines when you need to create a two-way information exchange between your internal users and frontline support agents. 

Handling the integration behind the scenes, Nextiva enables seamless calling, messaging, and document retrieval via the NextivaONE app. 

Agents have a single pane of glass to work from, benefiting from better productivity and higher customer satisfaction. Customers benefit from shorter wait times, a more personalized customer journey, and a higher first-call resolution rate (FCR).

how to calculate first call resolution rate

For support teams handling high call volumes and those in high-pressure environments, new features, thanks to Nextiva’s acquisition of Thrio in 2024, include AI features, like:

  • A built-in AI assistant
  • Dynamic scripting
  • Native process automation
  • Proactive customer notifications
  • One intelligent display for all your agents’ needs
  • High availability (zero downtime) even through updates.

If you’re ready to supercharge your call center productivity, the addition of these AI capabilities can be drip-fed so you see a genuine, tangible difference.

2. Five9

ProsCons
Longstanding AI legacyHigh price point for small businesses
Focus on automationAn overwhelming solution for some new users
Enterprise scalabilityA separate provider is required for voice

If you’re looking for an advanced AI-powered contact center solution, Five9 hits the nail on the head. 

If you’re a large business with scalability concerns or if you want to let your agents handle more value-added tasks and automate your run rate activities, Five9 makes AI do the legwork so your agents remain efficient and productive. 

Five9 dashboard

Key features

You get what we’ve come to expect as stock call center features, like call queuing, IVR, and custom routing.

But where Five9 really excels is using AI to generate reports and provide sentiment analysis on your customer transactions.

If you’re a data-driven organization with tons of customers and a decently sized service team, Five9 can be a great way to get control of your contact center, with features that include:

  • Agent assist
  • Call recording and transcription
  • Workflow automation
  • Digital engagement
  • Conversational IVR
  • Quality assurance
  • Workforce management

Why it’s good for high-growth call centers

Five9 is easy to scale up agents and features as your business grows. Once set up and configured, more users and extra functionality are added via a self-service portal.

If you have minor phone system requirements and plan to use the basic call platform for your collaboration needs, you can focus on agent efficiency without complex PBX or VoIP configurations.

Where Five9 comes into its own for high-growth call centers is the suite of analytics available to help identify areas for improvement and optimize performance. If your business relies on the outcomes of its calls, instant access to a range of actionable insights can prove invaluable.

3. Ringover

ProsCons
Unlimited international callsLack of support for lesser integrations
Robust basic call routingLimited omnichannel functionality
Specialist in sales and recruitmentLack of contact center market exposure

Key features

Ringover is cloud-based software mainly used by small and medium-sized businesses. 

It offers unlimited international calls to various destinations and has robust basic voice call capabilities. The platform also includes advanced routing features to enhance call efficiency.

Focusing on sales and recruitment, Ringover integrates with specialist CRMs like Bullhorn, TextUs, Sense Messaging, and Loxo.

Ringover-dashboard

For teams that wish to get set up quickly, Ringover boasts that you can get going in minutes. If you spend a little extra time (and money), Ringover supports emails, SMS, and social media.

At the top level, you get AI features like real-time transcription, predictive analytics, and radio coaching. 

Why it’s good for high-growth call centers

Ringover’s unlimited international calling packages make scaling up affordable during rapid growth. These international capabilities support global expansion, removing the need to approach local vendors in different geographies and having multiple phone bills to juggle.

Ringover’s mobile app is easy to use and is praised by many users. It makes agent access to call queues at short notice simple, eliminating the need for agents to be on-site to handle calls at short notice.

4. CloudTalk

ProsCons
Specialist in CRM integrationLack of some omnichannel support
Native workforce managementInflexible pricing
No on-premises legacySlow communications process

CloudTalk provides high-quality call and CRM software integration with effective workforce optimization tools. It’s ideal for businesses that prioritize managing high call volumes and applying select treatments.

As the name suggests, providing a cloud contact center gives CloudTalk the advantage of avoiding any leftover on-premises baggage. Everything is scalable and flexible, promoting the benefits of consumable cloud technology.

Cloudtalk call monitor

Key features

CloudTalk offers AI routing and call prioritization capabilities, customizable call queue messages, and toll-free numbers. It’s geared toward enhancing phone support efficiency, making inbound calls work as hard as possible.

Its AI-powered conversational intelligence module aims to “amplify human potential” by automating repetitive tasks that would normally add hours of work every week.

Why it’s good for high-growth call centers

While not a feature per se, there’s a lot to be said about an easy-to-set-up and use call center tool. Setting up for the first time to add new agents at the drop of a hat is simple, thanks to an intuitive admin portal. Likewise, the agent UI will be familiar to both seasoned and novice call center agents.

With a pay-as-you-go pricing model, there’s no need to negotiate call bundles or unlock a new discount tier. Instead, you can focus on making and receiving calls as soon as agents get onboarded.

5. Talkdesk

ProsCons
Advanced call routing and workflowsLack of enterprise case studies
Focus on automation and self-serviceExpensive add-ons
Easy implementationPoor support for lesser integrations

Talkdesk is a cloud-based platform predominantly used by support enterprises to enhance their customer engagement through automation and AI. 

Key features

Talkdesk supports basic call routing functionality and multichannel communication (email, web chat, SMS, and social) and allows for workflow and interaction personalization.

Talkdesk contact center

You get all your basic call center software features:

  • Agent dashboard
  • Call forwarding
  • Call queuing
  • Agent callback
  • Click-to-call
  • Predictive dialing
  • IVR
  • REST APIs
  • Call tracking
  • CRM software integrations
  • Call recording
  • Voicemail inbox

The platform is best known as a premium call center solution with easy implementation and comprehensive features for call centers. 

Why it’s good for high-growth call centers

Talkdesk is known for its easy implementation, but that’s not to say it doesn’t offer the scalability and customization associated with more complex deployment models.

Catering to your specific needs as you grow, Talkdesk can scale from a basic call center to a full-blown omnichannel contact center with advanced analytics for data-driven decision-making to optimize your call center.

omnichannel-cx-benefits

6. Freshcaller

ProsCons
Tight integration with other Freshworks productsMultiple customer service solutions in Freshwork’s catalog, which can be confusing
Focus on remote-ready organizationsLarge jump in price for enterprise plan
Easy-to-interpret live dashboardsFocus on sales environments, which may be offputting for customer service functions

Freshcaller is the cloud PBX and contact center solution created by Freshworks, a provider of multiple types of cloud productivity and business software.

Key features

In addition to coming with standard call center features, Freshcaller focuses on gamification features to motivate agents by creating a sense of competition and camaraderie. In sales teams and during periods of high-pressure queries, adopting a sales-esq environment can help turn things around and improve productivity.

When opting for its call center module, you also get access to built-in collaboration tools for improved teamwork. Unless you need a complex PBX underpinning your call center software, Freshcaller removes the need to buy separate phone and call center solutions.

Freshcaller

Backed by generative AI, Freshcaller also provides features like:

  • Self-service IVR and skills-based routing
  • Automatic call distribution (ACD)
  • Agent copilots to ask for help with specific queries
  • Real-time and historical performance analysis

Why it’s good for high-growth call centers

You can use a “day pass” whenever an occasional agent logs into your account, meaning temporary staff for unplanned occasions don’t need a monthly or annual license. The pass lapses at the end of the day and only costs a few dollars for access.

If you’re a sales team already using Freshworks for sales, marketing, or CRM, you have all your systems under one provider. This often makes combined growth easier to plan and implement.

7. CallHippo

ProsCons
Ease of setup and useLack of omnichannel
International callingThe most expensive pricing plan required for some basic features
Automatic call logging and recordingSiloed channels for call center management

CallHippo is an affordable and easy-to-use cloud-based solution that comes with a wide range of international calling capabilities.

Key features

CallHippo excels in basic call features like automatic call recording and call logging, making an agent’s role solely about providing a great experience and less about admin and reporting on metrics and KPIs.

The platinum plan grants you access to features like smart DID routing, predictive dialer, and compliance call recording.

While there is no formal omnichannel contact center offering, CallHippo supports WhatsApp and shared inboxes for businesses. This could prove a neat standalone offering for agents working in silos dedicated to a specific area of the business.

You get built-in integrations with popular CRM and business tools like:

  • Salesforce
  • Intercom
  • Pipedrive
  • Shopify
  • Zapier
  • HubSpot
  • Slack

Why it’s good for high-growth call centers

CallHippo is a cost-effective option for budget-conscious businesses. If your goals don’t include implementing omnichannel or delving into the world of AI, it’s easy to set up and scale with CallHippo.

While not an all-singing, all-dancing contact center like others, it still offers a large number of integrations that allow you to share customer information between critical communications and business systems.

8. Bitrix24

ProsCons
Extended business capabilities like collaboration, CRM, and projectsComplex implementation for large businesses
Ideal all-in-one solution for very small teamsOffers too much “more-of-the-same” functionality for businesses with mature communications environments
SIP connector for third-party callingExpensive enterprise pricing

Key features

Bitrix 24 isn’t solely a call center software. Instead, it’s an amalgamation of project, task, and CRM management tools that businesses can use as much or as little as they choose.

For smaller teams and startups, the free plan (five users) grants access to features like:

  • Live chat
  • Call queuing
  • CRM integration
  • Built-in CRM
  • Built-in website builder
  • SIP connector for third-party calling
  • Access to a single channel for communication management

If agents need to manage one channel, such as voice, email, or live chat, Bitrix24’s free plan does a good job of supporting them while providing access to other key business functions.

Why it’s good for high-growth call centers

The free plan allows you to test the software before committing. If you’re a small business going all in on Bitrix24, you can play around with many components you may end up using when you scale.

This reduces the need to buy disparate solutions for other business needs like project management, task management, or CRM.

9. Twilio Flex

ProsCons
CustomizabilityAn overwhelming platform for some small businesses
Rapid proof of conceptA demo that isn’t self-service
AI capabilities for sales and servicePartner or customer support requirement for setup

Key features

As something of a curveball inclusion in this list of call center software, Twilio Flex is a programmable cloud-based call center platform. This means you can create your digital engagement environment based on your exact needs and communication channels.

Twilio’s easy-to-navigate interface remains the same regardless of the components you configure, enabling high productivity across the board.

Whether you choose per minute or agent pricing, you get access to agent copilots to help analyze agent interactions and provide auto-generated summaries and disposition codes.

Twilio also curates customer profiles based on sales, interactions, and customer data from other business systems. This helps provide estimates into reasons for calling, likeliness to buy again, and the most suitable agent to handle a call.

Why it’s good for high-growth call centers

Opting for Twilio’s per-hour or per-user pricing means you can scale up and down to manage the flow of seasonal peaks and onboard part-time agents.

The configurable nature of Twilio Flex lends itself to adding new features to existing users who have been asked to take on further responsibilities. The consistent interface means management is similar to features they’ve used before, reducing training time.

10. Dialpad

ProsCons
Longstanding leader in AI coachingPotentially overwhelming AI
Next-generation analyticsUndisclosed enterprise pricing
Dynamic call scriptsExtra costs for basic features like eFax

If AI is seriously at the top of your mind and you want to eke out the most possible, Dialpad has been ringing that bell for quite some time. So, if you’re interested in providing real-time coaching insights and accessing next-generation analytics, Dialpad is a good option.

Key features

Entry-level features take the shape of call sentiment analysis, real-time text transcription, and built-in AI for call scripts. You can get agent prompts based on the context of live conversations to help serve customers efficiently.

dialpad-contact-center

With a specific focus on sales teams, Dialpad’s AI suggestions can prompt agents to mention new products and identify the ideal time to close a deal. Its outbound calling solution also features AI, including smart call monitoring and call queues included in the same Dialpad pricing plan.

If AI isn’t your sole requirement, Dialpad provides unlimited calling, number forwarding, and custom call routing options for those looking to check off the basics.

Why it’s good for high-growth call centers

As somewhat pioneers of agent-assisted AI, Dialpad’s AI-powered cloud-based business phone system with call center features stands out from those that have only just introduced AI into their feature set. This gives customers the confidence to rely on AI capabilities to automate tasks and improve agent efficiency.

Being able to lean on self-service call routing and real-time coaching empowers existing agents to improve while you get new agents up to speed. The more you can automate and hand off to AI, the more time you can dedicate to new hires.

Choosing Your Ideal Call Center Provider

While every business is different, there is some common ground that you must be aware of when deciding on your next call center provider.

Scalability

The number of agents you have today may change in the future. Can your call center platform handle increasing call volume and agent count?

If so, how easy is it to upgrade licenses or add more users? Will you need a period of planning, implementation, or downtime, or is it a matter of click-and-go?

Features

Most virtual call centers cover the basics (like call routing, IVR, and CRM integration), but does your chosen solution meet your specific requirements?

Types of Call Routing Options for Incoming Calls

Does omnichannel mean access to every channel, like chatbots, email, SMS, and social media, or should you choose from two or three channels per agent?

When using these channels, what types of in-call or in-chat capabilities do you have? If you’re interested in real-time agent coaching, should this be done manually through call whisper and barge, or is there an AI assistant to do this for you?

Pricing

The ultimate component of any call center software procurement is the pricing point.

Does the pricing model fit your budget and growth trajectory? Can you afford to pay what the vendor is asking for on a monthly basis, and does it reflect the value you’ll gain from it?

Always seek a discount for annual billing if your budget allows you to do so. Most call center providers advertise this online. Some don’t, but they will bite your hand off for an upfront payment.

Ease of use

Getting access to a demo environment or free trial or watching videos of the platform in action is highly advised before rolling out any call center software. 

It must be a decision you make before implementation so that your agents can be easily trained and use the platform effectively. Failure at this stage can lead to delays in rollout and barriers to adoption and productivity.

Customization

How much do you need to tailor the platform to your needs? Are you going to make use of configurable options?

In some cases, you may want to sit back and use the basic functionality. This is where more advanced enterprise solutions become overwhelming.

On the other hand, you may want to take charge of what features you use and how you use them. More complex platforms lend themselves to this sort of composable deployment and offer professional services to help you achieve your goals.

Omnichannel & Multichannel

You want multichannel at the bare minimum. This means agents and teams can place calls across different call center queues: inbound, outbound, and hybrid.

Unlike many call center providers, I’ll be forward in saying that omnichannel isn’t for everyone.

That’s right.

Businesses should walk before they run toward omnichannel communications. Why? Every new communication channel adds some degree of complexity, routing, and agent training that you might not be equipped to handle.

Omnichannel vs. Multichannel Contact Center

We recommend starting with a voice-based call center at the foundation. After that’s covered, build upon it like building blocks to add more communication channels one at a time.

Omnichannel support integrates various communication platforms — like email, social media, live chat, and phone — into a single interface. This consolidation allows customer service teams to view all past interactions of customers across different channels.

Omnichannel engagement improves the overall customer experience, as agents can resolve issues and respond to inquiries more effectively with the full context of a customer’s history readily accessible.

Integrations

Rarely is there a case where you buy a call center solution and run it all by itself. A table-stakes question can help you see if your chosen call center solution will integrate with your CRM.

But don’t forget about other business systems like:

  • Cloud phone system like Nextiva
  • Integration tools like Zapier and AppyPie
  • Line of business apps for HR, sales, and marketing
  • SaaS ticketing solutions like Zendesk, Intercom, and Zoho
  • Task management tools like Notion, Trello, and Monday.com
  • E-commerce stores like Shopify, Klayvio, and WooCommerce
  • Collaboration tools like Slack, Microsoft Teams, Zoom, and Webex
Cloud data integrations by Nextiva

Understanding Call Center Software Features

Supervisor call center functions

Team managers play an important role in their teams. From call campaign setup, training, coaching, and performance review, they help keep the calls (and performance) flowing.

Equipping supervisors with the right tools is essential for scaling the performance of customer support teams in call centers. Effective call center solutions should include features enabling supervisors to actively engage and assist their teams. Some critical call center software features to consider are:

  • Monitoring Key Performance Indicators (KPIs) to track team performance against targets.
  • Using real-time team messaging systems for better communication and collaboration among team members.
  • Implementing call monitoring capabilities such as listening in, giving guidance (whisper), or joining calls (barge-in) to provide live coaching and support.
  • Applying gamification to increase motivation and competition in a friendly manner among team members.
  • Generating workforce engagement reports that help supervisors analyze and optimize team workflows and processes.

One feature is a favorite among call center supervisors. Call barging lets team leads monitor and intervene in live calls, which is invaluable for immediate training and preventing escalations. It also ensures tailored and prompt feedback regardless of the team member’s location.

Analyzing call flows and outcomes

Call center software platforms surface actionable data into call patterns and team performance. (Especially for supervisors!) Its advanced analytics capabilities are indispensable for enhancing team efficiency, providing critical insights through a range of tracked metrics.

These important metrics include the:

  • Length of time an average call takes.
  • Rate at which issues are resolved on the first call.
  • Time agents spend idle.
  • Rate at which agents are actively engaged in calls.
  • Frequency of transferring calls.
  • Average time customers wait in queue.
  • Rate at which calls are abandoned before resolution.
  • Cost associated with each customer contact.
  • Success rate of calls in achieving their objective, particularly for outbound operations.
  • Customer satisfaction scores by agent, team, or queue.

Advanced call center platforms might even use conversational AI capabilities. This feature enables a deeper conversation analysis (via split recording), providing insights into common issues raised during calls and the effectiveness of specific sales scripts.

With these new measurement tools, organizations can fine-tune their operations to ensure peak productivity and effectiveness in their contact centers.

Outbound calling campaign management

For effective management of outbound campaigns in a call center, there are three main features to consider.

  1. Click-to-call simplifies the calling process by allowing agents to make calls by clicking on a number, eliminating the need for manual entry and reducing the risk of dialing errors.
  2. Automatic dialing, or auto-dialers, are even more advanced; they automatically place calls to the next contact on a predefined list when an agent becomes available. This function also has to be configured to respect time zone differences, among other aspects, to stay in compliance.
  3. STIR/SHAKEN provider authentication helps your team reliably dial people with mobile phones. The entire telecommunications industry strongly urges — if not requires — that outbound dialers authenticate each call for maximum security and trust. Nextiva is one such provider that fully meets these requirements for businesses.
  4. CRM integration helps agents understand and be knowledgeable about a prospect’s interests and keep data sources clean. Likewise, when someone indicates interest in your product, you can instantly track it (and even close the sale).

Nextiva: Call Center Software for High-Growth Businesses

When choosing call center software for your business, look for something easy to use, scalable, affordable, and supports remote agents.

Your next port of call must be the features available and whether your chosen vendor can deliver them at a price that represents value and sits within your budget.

We’re confident that Nextiva delivers all this and then some!

Customers are saying things like:

“It’s been an incredibly reliable way to connect with our fans and create a better customer experience.” 

With industry analysts like Frost & Sullivan recognizing our approach, which “provides actionable intelligence and significant ROI for customers,” it’s no wonder Nextiva ranks among the Deloitte Top 500 fastest-growing companies in North America.

If you’re ready to kickstart your call center, try Nextiva Call Center today.

It’s a win-win with Nextiva.

Customers get personalized phone support. Your sales teams get a flexible inbound call center.

Dominic Kent

ABOUT THE AUTHOR

Dominic Kent

Dominic Kent is a content marketer specializing in unified communications and contact centers. After 10 years of managing installations, he founded UC Marketing to bridge the gap between service providers and customers. He spends half of his time building content marketing programs and the rest writing on the beach with his dogs.

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