Best Call Center Software for 2020

Find ratings and other information about the best call center software for businesses in 2020. Learn more about the convenience of a cloud-based call center.

Updated on December 22nd, 2019

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Call center software incorporates telecommunication technology, case management tools, knowledge base applications and other functions to assist call center workers as they respond to incoming calls or make outbound calls. Call center solutions can be integrated with other back-office applications.

Why We Chose CallCenterNow:

CallCenterNow is a cloud-based solution, making it accessible remotely and across devices.

The software is easy to use with an attractive UI. CallCenterNow also offers a wide selection of features including monitoring, queued progressive dialing and preview dialing.

Things to Consider When Evaluating Call Center Software:

  1. If your business is growing, it may be best to choose a software provider with scalable packages so that you can upgrade your services as needed without losing data.
  2. Cheaper software solutions often have limited features, so it is advisable to make sure that the software you choose is both affordable and adequately functional.
  3. Cloud-based software can be more affordable, but poor internet connections can lead to dropped calls. If you have an unreliable internet connection, this should be taken into consideration when choosing a package.

Best Call Center Software:

Rank

Name

Offer

Review

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1.

CallCenterNow

$89.00 /mo.

An intuitive UI with excellent monitoring features.

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2.

Five9

Quote only.

Fully customizable with advanced reporting capabilities, but does not record outbound calls.

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3.

Freshcaller

$24.00 /mo.

Integrates with other Freshwork products. Online phone numbers are limited.

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4.

Genesys

$15.00 /mo.

Easy to use with an inutitive UI, but the reporting feature needs improvement.

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5.

Live Agent

$9.00 /mo.

An affordable software suited to small businesses.

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6.

Nextiva

$19.95 /mo.

Excellent customer support, but poor internet connections lead to dropped calls.

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7.

Zendesk Chat

$19.00 /mo.

Live customer support, but cheaper plans have limited features.

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8.

Nice inContact

$100.00 /mo.

Frequent updates and easy to use, but there is no free trial.

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9.

Ring Central

$19.99 /mo.

Great integration capabilities but recording are only stored for three months.

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10.

Ytel

Quote only.

Products can be purchased individually for reasonable prices.

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FAQs:

Call Center Management Software

What is call center software?

Call center software is a software operated from the cloud or from a central server that manages calls and agents while gathering important operational data to form call metrics.

How much does call center software cost?

Live Agent is the cheapest call center software at $9.00 per month, while Nice inContact is the most expensive at $100.00 per month.

What should I look for in a call center software?

What is call center technology?

  • Interactive Voice Response.
  • Workforce Management.
  • Softphone Software CTI enabled phone applications.
  • Customer satisfaction research to monitor agent behavior and effectiveness.

How does call center software work?

Call center software administers incoming calls to a company. This can be in the form of informational queries or product support. The call center system is also used for outbound calls for sales and marketing purposes. The software can be integrated with a CRM to organize customer information and conversations in one central place for a more efficient management system.

What is a Call Management System?

A call management system is the feature of a call center software that manages the routing of calls through a network. It is most effective when used with call logging tools, although call center software incorporates all these technologies.

How can I improve my call center efficiency?

  • Focus on hitting targets.
  • Empower agents with the information they need.
  • Segment customers using IVR options.
  • Build relationships with your call center team.
  • Re-examine KPIs and measure things like customer satisfaction levels.
  • Improve the agent desktop.
  • Use external experts.

Do most companies use cloud-based call center software?

Cloud call center software has become the most popular choice among contact center solutions. A cloud call center is more cost effective and easier to set up than on-premise contact center software, making it a logical choice for small businesses.

Can a cloud contact center make use of remote employees?

With cloud contact center software, the barriers to hiring remote employees are gone. With the right training, the proper equipment and access to your software, a call center agent can operate from anywhere.

Is virtual call center software expensive?

It is relatively inexpensive to use inbound and outbound call center software in a virtual setting. For example, Freshcaller's cheapest package for co-located teams costs only $19.00 per agent per month. Very little capital is needed to get your cloud-based call center up and running.

What is a CRM contact center?

CRM stands for customer relationship management. A CRM call center or contact center is the hub from which you manage the relationship that your business has with its customers. Check out our guide to free CRM software for more information on this subject.

Is there an agent limit when using a cloud-based contact center?

Software providers generally charge companies on a monthly basis per agent. Most pricing packages have a limit, but if you exceed that limit all you have to do is bump up to the next plan. Essentially, there is no limit - just an increase in price.

Will a call center system increase the revenue of our business?

While it can be difficult to draw a direct correlation between an increase in revenue and a call center system in most working environments, it's logical to assume that improved customer service and easy access to support will ultimately result in increased sales through repeat business.

Cloud Call Center Solutions

Which industries use cloud call center solutions?

  • Healthcare.
  • Consulting.
  • Financial Services.
  • Education.
  • e-Commerce/Retail.

Why is some call center software open source?

When cloud-based call center solutions are open source, it means that their code is made available to other developers. In other words, developers from your own company can reprogram and modify the software for custom business purposes.

Why do I need call center knowledge management software?

It's inevitable that issues will repeat themselves as your call center assists customers. A knowledge management center gives you a place to store useful solutions so that you can save time when the problem comes up again.

Are there any free options?

Yes, you can check out our article on free call center software.