Top 54 Call Center Software

2022's Best 54 Call Center Systems

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1. Nextiva Hosted Call Center

  • Best for: Small, medium and large size businesses
  • Price: starts at $11.95 per user/month
  • Mar 07, 2022
Compare Nextiva Hosted Call Center Vs. Nextiva Hosted Call Center

Nextiva is a cloud-based business phone system offered to companies. It can be integrated with various CRM applications. It offers two different packages for differently sized organizations. Using its powerful features, the company and product enhances work performance by means of communication.   ...


2. 8x8 Contact Center

  • Best for: SMBs
  • Price: starts at $15 per user/month
  • Mar 09, 2022
Compare 8x8 Contact Center Vs. Nextiva Hosted Call Center

8x8 Virtual Contact Center is a cloud-based call center solution that delivers greater productivity and flexible call center management. It works with 8x8 Virtual Office VoIP phone service to give users an easy-to-use yet extremely powerful contact center.   8x8 Virtual Contact Center was develope...


3. TouchStar Dialler

  • Best for: SMBs
  • Price:
  • Mar 22, 2022
Compare TouchStar Dialler Vs. Nextiva Hosted Call Center

TouchStar Dialer is a predictive dialer software that provides detailed management information which will allow contact center staff to easily assess data that is performing in real time. TouchStar Dialer has increased its productivity of predictive dialing by removing calls that are unproductive, s...


4. CenterWare Inbound

  • Best for: Medium and large size businesses
  • Price:
  • Mar 20, 2022
Compare CenterWare Inbound Vs. Nextiva Hosted Call Center

CenterWare Inbound is a cloud-based software that handles and streamlines the communication between agents and the various callers through intelligent routing capabilities. CenterWare Inbound strategically distributes each call that arrives at the call center and it helps to enhance the customer exp...


5. zendesk talk

  • Best for: Small, medium and large size businesses
  • Price: starts at $49 per user/month
  • Mar 18, 2022
Compare zendesk talk Vs. Nextiva Hosted Call Center

Zendesk Talk is a VoIP call center software designed to help companies talk directly to their customers and provide personalized solutions to every issue they face. Being an integrated solution, Zendesk Talk enables users to manage voice in the same workspace and other channels.


6. USAN IVR

  • Best for: Small business, Large business
  • Price: starts at $1,000 per license
  • Apr 14, 2022
Compare USAN IVR Vs. Nextiva Hosted Call Center

USAN IVR is a Cloud-based Call Center Software that enables its users to set up an omnichannel IVR system to bolster customer service experience.


7. Telax Hosted Call Center

  • Best for: SMBs
  • Price: starts at $35 per user/month
  • Jun 01, 2022
Compare Telax Hosted Call Center Vs. Nextiva Hosted Call Center

Intermedia is a web-based contact center software that can offer users a cost effective and flexible customer service. It can reduce the costs and headaches of implementation, support and management of complex technologies. Users can get started with Intermedia anytime they want as it doesn’t requir...


8. Talkdesk

  • Best for: SMBs
  • Price: starts at $75 per user/month
  • May 15, 2022
Compare Talkdesk Vs. Nextiva Hosted Call Center

Talkdesk software is a cloud-hosted enterprise call center solution modeled to help businesses enhance customer satisfaction while still reducing the cost of customer support. The platform uses interactive voice response (IVR), automatic call distribution (ACD), as well as skills-based routing to ro...


9. inContact Cloud Contact Center

  • Best for: SMBs
  • Price: starts at $90 per user/month
  • Jun 02, 2022
Compare inContact Cloud Contact Center Vs. Nextiva Hosted Call Center

The NICE CXone is designed to help users to increase their market share and their profitability.


10. Five9 Virtual Call Center

  • Best for: Small, medium and large size businesses
  • Price: starts at $149 per month
  • May 22, 2022
Compare Five9 Virtual Call Center Vs. Nextiva Hosted Call Center

Five9 software is a comprehensive cloud-hosted contact center solution designed to serve inbound, outbound, omnichannel, or blended contact centers globally. The software uses the power of practical AI to enables agents customer service through email, phone, mobile, chat, and social media among othe...


Pricing Guide - Call Center Software:

Call Center Software Price Range

The majority of software vendors of Call Center Software have their starting price points within $0 and more than $30 a month. Billing models are typically in the "per month/per user" form.

There can be other higher-tiered subscription plans as well, and they could include additional charges for features such as monitoring, Omni-channel interactions, call analytics and so on. Users can also consider Call Center Software pricing based on the size of the organization, and the analysis as follows:

  • Call centre software for small business has starting price points between $19 and $24 a month. For example, RingCentral Control Center pricing starts at $19 per month, ZenDesk Talk costs $20 a month, and FreshCaller base subscription is $19 per month for each agent. Other similar vendors include Vonage Business Cloud which begins at $20 a month and Dialpad whose Standard plan costs $20 as well.
  • Medium-sized businesses can expect to pay between $50 - $110 a month for Call Center Software. Nextiva, for context, starts at $50 a month, PureCloud by Genesys pricing starts at $75 per month, and Avaya pricing goes for $109 monthly. Other vendors charge per seat, such as Oracle Service Cloud which starts at $90 a seat.
  • Large companies would have to pay between $350 and $1000 a month for Call Center Software products. For instance, Quiq Messaging Platform Starter pricing plan goes for $500 a month, Newfies Dialer costs around $750 per month, and 3CX costs $350 monthly. There are other vendors as well; Spitfire charges $860 a month for 12 agents.

Some of the best of breeds under Call Center Software have specific price ranges, which is as follows:

  • Auto-Dialer Software Auto-Dialer Software price point lies within $49-$129 a month. For context, Voiso pricing starts at $49 a month, Sharpen at $119 a month and CallShaper at $75 monthly. Other higher-end subscriptions are around the $400-$1000 range. For example, VICIdial costs $400 a month, and A Star Auto Dialer pricing goes for $499 annually.
  • Automatic Call Distribution Software Users can expect to pay $25 upward a month for ACD Software. For example, AVOXI Genius pricing starts at $25 monthly with an enterprise plan of $50 a month. Netiva charges $50 per month for its Pro Plan, and $100 per month for its Enterprise plan. Other professional price points are between $99 and $179 monthly: for example, Dixa Professional pricing goes for $99 a month, and its Premium plan for $139 per month.
  • Call Center Scripting Software The price range for Call Center Scripting Software is between $15 - $150 a month. Zingtree Essential subscription goes for $15 per month for each user, HappyFox starts at $24 a month per agent, and FluentStream Advanced plan goes for $30 monthly for each user. ChaseData Call Center has its Small Business plan at $89 a month, and its Professional subscription goes for $139 monthly.
  • Call Monitoring Software Users can expect Call Monitoring software products to start at $7-$35 a month. Evaluagent begins at $20 a month for each user, Teramind pricing starts at $37 per month and Time Doctor goes for up to $7 monthly. Also, ActivTrak Advanced plan goes for $7 a month; HubStaff pricing goes for $7 as well, with Premium and Enterprise plans for $10 and $20 respectively.
  • Call Recording Software Call Recording software can cost up to $300 a month. For example, CallRail pricing starts at $45 per month, T-Max Predictive Dialing costs about $100 a month and Versture costs $30 monthly. Other vendors may charge one-time fees, such as VSLogger Call Recorder, which costs $960 and VRS Recording System which goes for $99. CallNote Premium costs $10 a year, with its Premium subscription at $40 yearly.
  • IVR (Interactive Voice Response) Systems These could cost between $4 and $99 in their base models. For instance, Centcom begins at $4 per month, CallFire Lite at $99 a month and Genesys Cloud 1 pricing goes for $75 monthly – Genesys also charges hourly, at 68 cents an hour.

11. Virtual Observer

  • Best for: SMBs
  • Price: starts at $20,000 per license
  • Jun 16, 2022
Compare Virtual Observer Vs. Nextiva Hosted Call Center

Virtual Observer is a cloud-based and an on-premise call recording and call monitoring software. Virtual Observer is suitable for the cloud-based platform that offers various services, which include desktop analytics, agent adherence, forecasting tools necessary for businesses, and advanced scheduli...


12. LiveVox Predictive Dialer

  • Best for: Small, medium and large size businesses
  • Price: starts at $2,500 per month
  • Jun 30, 2022
Compare LiveVox Predictive Dialer Vs. Nextiva Hosted Call Center

LiveVox Predictive Dialer is a cloud-based call center that is suitable for businesses of any size from small businesses, medium-sized businesses, and large enterprises. With LiveVox Predictive Dialer, users can manage their agents from any location and provide real-time communications with their cu...


13. Voice2Phone Auto Dialer

  • Best for: Small businesses and start ups
  • Price: starts at $79.99 per month
  • May 08, 2022
Compare Voice2Phone Auto Dialer Vs. Nextiva Hosted Call Center

Voice2Phone Auto Dialer is a cloud-based call center that is suitable for use in all types of businesses. The Voice2Phone Auto Dialer can be used in all sizes of businesses including small-sized businesses, medium-sized businesses, and large enterprises.


14. XenCALL Predictive Dialer

  • Best for: SMBs
  • Price: starts at $125 per license/month
  • Jul 13, 2022
Compare XenCALL Predictive Dialer Vs. Nextiva Hosted Call Center

ReadyMode is a cloud-based call center that is suitable for operations in businesses of all sizes from small-sized businesses, to large enterprises across numerous industries.


15. OXON

  • Best for: SMBs
  • Price: starts at $39 per feature/month
  • May 15, 2022
Compare OXON Vs. Nextiva Hosted Call Center

OXON is a cloud-based contact center management system that is developed to give users with a centralized and single platform for the management of customer communication.


16. Aceyus Call Center

  • Best for: Medium and large size businesses
  • Price:
  • May 15, 2022
Compare Aceyus Call Center Vs. Nextiva Hosted Call Center

The Aceyus Call Center is developed to help users in the optimization of their contact center operations through reporting, data collection, and data transformation solutions and contact treatment management.


17. QueueMetrics

  • Best for: Large business
  • Price: starts at $500 per year
  • May 16, 2022
Compare QueueMetrics Vs. Nextiva Hosted Call Center

QueueMetrics is a call center software developed as a call center monitoring platform for controlling, measuring, and improving all facets of a call center.


18. Enghouse Interactive Contact Center

  • Best for: Small, medium and large size businesses
  • Price: starts at $75 per user/month
  • May 23, 2022
Compare Enghouse Interactive Contact Center Vs. Nextiva Hosted Call Center

Enghouse Interactive Contact Center is a call center software offering users with multi-channel contact management, operator attendant console, interactive voice response/IVR, quality assessment and call recording.


19. Parakeet

  • Best for: Small, medium and large size businesses
  • Price: starts at $15 per user/month
  • Jan 01, 2022
Compare Parakeet Vs. Nextiva Hosted Call Center

Parakeet is an award-winning cloud-based Call Center software, it is designed to support small, medium and large size call centers. Parakeet received a rating of 2.5 from ITQlick team. The software cost is considered affordable (1/5) when compared to alternative solutions.


20. X5 Cloud Contact Center

  • Best for: SMBs
  • Price: starts at $25 per user/month
  • Jun 10, 2022
Compare X5 Cloud Contact Center Vs. Nextiva Hosted Call Center

X5 Cloud Contact Center is a call center software designed to help companies marketing and call centers reach out to customers while increasing agent productivity by curtailing the wait time between calls.


21. Noda Contact Center

  • Best for: Medium and large size businesses
  • Price: Has a free version
  • Jun 14, 2022
Compare Noda Contact Center Vs. Nextiva Hosted Call Center

Noda Contact Center is a call center software that helps users create conversational scripts containing important information accessible to operators when they receive a call.


22. EducationFolder

  • Best for: Medium and large size businesses
  • Price: starts at $15 per license/month
  • Jun 22, 2022
Compare EducationFolder Vs. Nextiva Hosted Call Center

EducationFolder, now C2Perform, is a performance management software for businesses to improve KPIs, refine and improve their coaching experience and sessions, create various contents, and drive continuous improvements insight.


23. Aavaz

  • Best for: Small, medium and large size businesses
  • Price: starts at $85 per user/month
  • Jun 18, 2022
Compare Aavaz Vs. Nextiva Hosted Call Center

Aavaz is a web based call center management solution for businesses of all sizes. It offers such services as call logging and recording, escalation management, premise-based call center, and others. The software was designed and launched by Tekege Solutions Inc headquartered in California, United St...


24. CC-One

  • Best for: Small, medium and large size businesses
  • Price: starts at $359.88 per year
  • Jun 22, 2022
Compare CC-One Vs. Nextiva Hosted Call Center

CC-One is a SaaS-based call center software that enables contact center administrators to manage omnichannel customer voice, email, and chat interactions and maintain collaboration between back-office personnel and front desk agents.


25. RingCentral Contact Center

  • Best for: Small, medium and large size businesses
  • Price: starts at $14.99 per user/month
  • Jun 22, 2022
Compare RingCentral Contact Center Vs. Nextiva Hosted Call Center

RingCentral Contact Center is a comprehensive call center management software that can be accessed in the cloud, scalable and an end-to-end communication solution.


26. Cloud Contact Pro

  • Best for: Medium and large size businesses
  • Price: starts at $25 per month
  • Jun 23, 2022
Compare Cloud Contact Pro Vs. Nextiva Hosted Call Center

Cloud Contact Pro is a call center software designed to help organizations set up a future-proof contact center in the cloud.


27. Clearview

  • Best for: Small, medium and large size businesses
  • Price: starts at $29 per user/month
  • Jun 16, 2022
Compare Clearview Vs. Nextiva Hosted Call Center

Clearview is a cloud-based call center software designed as a wireless and telecom tool to help organizations boost — from the stable of an intuitive location — productivity in wireline systems and inventory management.


28. Aspect Via Customer Engagement Center Software

  • Best for: Medium and large size businesses
  • Price:
  • Aug 24, 2022
Compare Aspect Via Customer Engagement Center Software Vs. Nextiva Hosted Call Center

Aspect is a call center software that allows businesses to connect their customers with agents, which improves customer experience. It helps users automate live communication, inbound and outbound interactions through voice calls, chat, SMS, and emails.


29. Aspect Zipwire

  • Best for: Small, medium and large size businesses
  • Price:
  • Jun 24, 2022
Compare Aspect Zipwire Vs. Nextiva Hosted Call Center

Zipwire is a customer relationship management solution for businesses of all sizes. It offers inbound and out-bound support capabilities along with real time analytics and integration capabilities. The software was designed and launched by Aspect Software headquartered in Massachusetts, ...


30. Adversus

  • Best for: SMBs
  • Price: starts at $90 per month
  • Jan 15, 2022
Compare Adversus Vs. Nextiva Hosted Call Center

Adversus is a cloud-based CRM and dialer software designed to enable call centers to automate repetitive tasks, automatically receive calls, and register customer appointments, sales, and data.


31. Centurion

  • Best for: SMBs
  • Price:
  • Mar 31, 2022
Compare Centurion Vs. Nextiva Hosted Call Center

Centurion is a call center software designed for businesses to grant customers access to information, schedules and confirm appointments, and automates routine tasks using an IVR system.


32. Microlog

  • Best for: Small businesses and start ups
  • Price:
  • Apr 19, 2022
Compare Microlog Vs. Nextiva Hosted Call Center

Microlog is a communication software designed to help organizations keep their customers informed and engaged. This software uses text and emails to ensure that information is transferred for multiple uses, including healthcare reminders to patients, prescription refill reminders and medical shippin...


33. Purecloudengage

  • Best for: Small, medium and large size businesses
  • Price: starts at $75 per month
  • Mar 11, 2022
Compare Purecloudengage Vs. Nextiva Hosted Call Center

Genesys is a contact centre software that helps businesses to have a good view of all customers, interactions and call agents across all locations and channels.


34. Advisor

  • Best for: Medium and large size businesses
  • Price: starts at $49 per user/month
  • Jul 06, 2022
Compare Advisor Vs. Nextiva Hosted Call Center

Contact Center Portal from Dezide Advisor is a knowledge management solution for businesses of all sizes. It offers such services as workflow management, search engine, process management, and others. The software was designed and launched by Dezide ApS headquartered in Denmark.


35. CloudTalk

  • Best for: SMBs
  • Price: starts at $20 per user/month
  • Feb 27, 2022
Compare CloudTalk Vs. Nextiva Hosted Call Center

CloudTalk offers native integrations with most popular CRMs, Helpdesks and Business tools like Pipedrive, Hubspot, Salesforce, Zendesk and more. Access phone call details in your CRM or see caller CRM information in CloudTalk with our 2-way sync solutions.


36. CallHippo

  • Best for: Small, medium and large size businesses
  • Price: starts at $15 per user/month
  • Mar 10, 2022
Compare CallHippo Vs. Nextiva Hosted Call Center

CallHippo is an on-demand Voice-over-Internet Protocol (VoIP) Service Providers. CallHippo allows startups and businesses to buy instant local support numbers from over 50+ countries around the world.


37. Call Center Studio

  • Best for: Small, medium and large size businesses
  • Price:
  • Feb 07, 2022
Compare Call Center Studio Vs. Nextiva Hosted Call Center

Now your customer service agents can work their magic from anywhere, with the world first call center built on Google.


38. MegaDialer

  • Best for: Small, medium and large size businesses
  • Price: starts at $250 per license
  • May 31, 2022
Compare MegaDialer Vs. Nextiva Hosted Call Center

We will hold your hand through the setup process: We offer the possibility to screen record the process and send you a copy for your own reference.


39. coztel

  • Best for: Start up, Small business, Medium business, Large business
  • Price: starts at $50 per month
  • Jul 23, 2022
Compare coztel Vs. Nextiva Hosted Call Center

Coztel is a cloud-based call center software that provides call center solutions to businesses, including inbound, outbound, and blended call centers. The software allows businesses to connect to their customers from anywhere globally, thereby closing the distance barrier.


40. Dialer360

  • Best for: Small, medium and large size businesses
  • Price: starts at $100 per license
  • Jul 15, 2022
Compare Dialer360 Vs. Nextiva Hosted Call Center

Dialer360 is a call center software developed to help improve the productivity of agents and increase sales lead. The software has a predictive dialer system that automatically dials up customers with affordable VOIP rates.


41. Parrot Cloud Call Center

  • Best for: Small, medium and large size businesses
  • Price: starts at $59 per month
  • Jul 24, 2022
Compare Parrot Cloud Call Center Vs. Nextiva Hosted Call Center

EVS7 is a call center software designed to help agents provide better service to customers. Embedded in the software are interactive voice response and automatic call distribution to help improve inbound call center.


42. Calabrio

  • Best for: Start up, Small business, Medium business, Large business
  • Price: starts at $156.25 per user/month
  • Jul 15, 2022
Compare Calabrio Vs. Nextiva Hosted Call Center

Calabrio ONE is a web based call center management solution for businesses of all sizes. It offers different features related to inbound and out-bound calling, in addition to other services. The software was designed and launched by Calabrio Inc headquartered in Minnesota, United States.


43. UJET

  • Best for: Small, medium and large size businesses
  • Price: starts at $65 per month
  • Jul 19, 2022
Compare UJET Vs. Nextiva Hosted Call Center

Ujet is a call center software designed to help businesses improve customer experience and eliminate channel switching. The software has an AI and automated system that helps save cost and drive efficiency in call center workflow.


44. CloudCall

  • Best for: Small, medium and large size businesses
  • Price: starts at $15 per user/month
  • Jul 28, 2022
Compare CloudCall Vs. Nextiva Hosted Call Center

CloudCall software is a telecommunication solution that helps enhance communication in businesses. The solution has a number of features that include a power dialer tool that improves the calling activities by uploading prepared contact list into the dialer.


45. Genesys Contact Centre

  • Best for: Medium and large size businesses
  • Price: starts at $75 per month
  • Jul 30, 2022
Compare Genesys Contact Centre Vs. Nextiva Hosted Call Center

Genesys Contact Centre is call center software dedicated to provide enhanced business results and meet customers’ expectations through modernization of the users’ processes and infrastructure. It was designed to make the upkeep of the personalized Omni-channel customer experience more efficient. ...


46. QwikDial

  • Best for: Small businesses and start ups
  • Price: starts at $0.06 per month
  • Jul 31, 2022
Compare QwikDial Vs. Nextiva Hosted Call Center

QwikDial is a call center software with a toolset to help streamline business processes. With the software, users can manage inbound call flow processes and keep up compliance for payment authorizations.


47. contactSPACE

  • Best for: Small, medium and large size businesses
  • Price: starts at $105 per user/month
  • Jul 28, 2022
Compare contactSPACE Vs. Nextiva Hosted Call Center

ContactSpace is a call center software built to help businesses create schedules and filters for applying contact strategies. This enables them to reach clients in different locations, target multiple segments, and set time for calls.


48. Calabrio One Suite

  • Best for: Medium and large size businesses
  • Price: starts at $295 per license
  • Jul 28, 2022
Compare Calabrio One Suite Vs. Nextiva Hosted Call Center

Calabrio One Suite is a complete unified Call Center Workforce Optimization software solution hosted as cloud-based, on-premise or through a Hybrid environment. The solution offers call recording, workforce management, quality management, and advanced analytics.


49. inConcert Allegro

  • Best for: Medium and large size businesses
  • Price:
  • Jul 29, 2022
Compare inConcert Allegro Vs. Nextiva Hosted Call Center

inConcert Allegro is a full-integrated on-premise and cloud-based software solution that caters to all the functional requirements of the high-demand multimedia contact center. The platform offers various features that include dialer, integration, IVP, recording, messaging, and ACD.


50. NICE inContact Cloud Contact Center

  • Best for: Small, medium and large size businesses
  • Price: starts at $100 per user/month
  • Sep 10, 2022
Compare NICE inContact Cloud Contact Center Vs. Nextiva Hosted Call Center

Nice inContact is an online contact center software that helps clear centers build a lasting customer relationship by detecting and increasing calls in peak periods and reducing call abandon rates.


51. PrettyMay Call Center for Skype

  • Best for: SMBs
  • Price: starts at $29.95 per license
  • Sep 24, 2022
Compare PrettyMay Call Center for Skype Vs. Nextiva Hosted Call Center

Prettymay call center for Skype is software-based Skype IP PBX / PABX software that offers Interactive Voice Response (IVR), and Automatic Call Distribution (ACD) capabilities among others.


52. FluentStream Call Center

  • Best for: Small, medium and large size businesses
  • Price: starts at $20 per user/month
  • Sep 29, 2022
Compare FluentStream Call Center Vs. Nextiva Hosted Call Center

FluentStream Call Center is a contact center management software offering users with dynamic solutions for business phone systems.


53. PureCloud

  • Best for: Small, medium and large size businesses
  • Price: starts at $75 per month
  • Sep 28, 2022
Compare PureCloud Vs. Nextiva Hosted Call Center

Genesys is a call centre software designed as an online tool with which businesses can connect phones, chat, email, and social pages seamlessly.


54. Cisco Call Center

  • Best for: Medium and large size businesses
  • Price:
  • Sep 29, 2022
Compare Cisco Call Center Vs. Nextiva Hosted Call Center

The Cisco Call Center is a contact management software that can be deployed on-premise or via cloud that enables the users to become agile in their interactions with customers



A Buyer's Guide to Call Center Solutions

Call Center Software Buyer’s Guide
 
Inbound calls, outbound calls or blended calls? If you’re in a call center business, aside from being 100% familiar with these terms, you probably also know the vast requirements in managing these different types of calls. Your clients could be the companies who want to launch series of products and they require inbound calling services or could be businesses who want to expand their reach through surveys and market research and they need your outbound calling services. Either type basically needs your well-trained call center agents, telephone sets, computer, and some scripts to assist them on entertaining each and every call. But if you’re a business owner who wants to lift up your call center into another level, then you need a technology that could make the most of your time, people, and investment. That technology is no other than the Call Center software solution.
 
We from ITQlick.com fully understand the software solution requirements of every call center that provides services to different types and volumes of customers. That is why in this Buyer’s Guide, we are going to share with you the types, features, deployment models and trends in call center software technology that can further enhance your business’ overall performance. Call center is a booming industry. According to a report, more than 80% of customers today prefer to contact businesses over the phone against other communication channels. So if you think that you are one of those businesses that need to upgrade your existing CTI system, the solution more or less is on this buyer’s guide.
 
Types
Most Call Center software solutions today allow call center agents to obtain and access relevant customer information within a single screen of a multi-channel desktop application program. Speaking of application programs, what basically differentiates one solution from the others are the level and type of functionalities that goes with them. Most systems cloud have been designed and developed to cater all types of calls (outbound, inbound, blended), but not all can provide a level of customer service that your company wants to achieve. So a smart way in selecting a call center software solution is by examining the functions that it can give and these functions are as follows:
 
  • Automatic Call Distributor (ACD)distributes or assigns incoming calls to agents based on their specific knowledge and skills.
 
  • Computer Telephony Integration (CTI)integrates all customer contact channels, mainly the telephone, with computer systems thus allowing customers to quickly get in contact with an agent that can best fulfil their needs.
 
  • Interactive Voice Response (IVR)allows customers to interact directly with the system until their needs are completely assisted or they will be routed to the appropriate agent for further assistance.
 
  • Predictive Dialeris used to initiate a number of calls at once and then automatically assigns agents to answer those numbers or lines that take the call.
 
  • Call Center Monitoringhelps call centers in assessing and improving the performance of their agents through various metrics (ex. KPI) and information gathering methods.
 
  • Call Accounting Softwareis a call logging system that captures, records and automatically computes the cost of telephone usage events.
 
  • Call Analyticsis used to determine the advertising source and destination of a call as well as manage and monitor the performance of call center agents.
 
  • CRM with Call Centerfunctionality is a software solution that covers both customer relationship management and call center management.
 
  • Commerce Supportis a combination of customer service and knowledge base solution that assists customers with online transactions such as buying decisions, RMA handling, and resolving technical issues and concerns.
 
Features
When buying call center software solutions, next to understanding the types, another effective way in selecting the right solution for your business is by going in-depth with the features. If you’re a veteran in the call center business, you probably know exactly what feature works and what doesn’t. However, because modern call center solutions are more robust, more flexible and more scalable, there are newer features that should not be underestimated by any buyer regardless of his background or experience. We from ITQlick.com are adept with the trends in modern software solutions for business. And when it comes to call center software solutions, here are the trending features that we know can provide significant impacts into the future of your business.
 
Inbound Calling Features
  • Automatic Call Distributor (ACD)
  • Automatic Number Identification (ANI)
  • Call Queue Management
  • Computer Telephony Integration (CTI)
  • Dial Tone Multi-Frequency (DTMF)
  • Interactive Voice Response (IVR)
  • Speech Recognition
  • Virtual Private Branch Exchange (PBX)
  • Skills-Based Routing
  • Text-to-Speech Conversion
  • Toll Free Number Provisioning
  • Voicemail System
 
Outbound Calling Features
  • Auto Dialer
  • Campaign Management
  • Call List Imports
  • Outbound Interactive Voice Response
  • Power Dialer
  • Predictive Dialer
  • Preview Dialer
  • Progressive Dialer
 
Blended Calling Features
  • Call Back
  • Call Conferencing
  • Call Scripting
  • Case and Contact Management
  • Customizable Fields
  • Knowledgebase
  • Surveys
  • Virtual Call Center Support
  • Web Call Back
  • Web Collaboration
 
Analysis, Reporting and Integration Features
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Scoring Templates
  • Campaign History Tracking
  • Contact History Tracking
  • Reports Customization
  • Real-time Reporting
  • CRM Integration
  • Database Integration
  • Email Integration
  • Website Integration
  • Workforce Management Integration
 
Solutions per Business Size, per Vendor
Call center solutions are just these same with other business software solutions on the methods of deployment. Cloud-based and on-premise models are also the available options in the market for call center software products. Most of the on-premise type is a no monthly fee, no contract solution. You purchase the software license, install it on your agent’s desktop in just a matter of minutes, and you are ready to get into business. Software-as-a-Service or the cloud-based type, on the other hand, is a subscription-based model. You need to pay for a premium that is usually billed to you on a monthly basis.
 
Call center is there to handle calls and therefore any call center solution seeker must also take into consideration the costs involve in making calls. Most solution providers will charge you on your local and international calls on top of your monthly subscription (for cloud-based) or one-time license (for on-premise) fee. It is important to note that solutions such as VoIP, SIP Trunking, and virtual PBX are also factors to consider when setting up a call center business. Inquire these matters to you preferred solution provider before you engage in any contract or avail any service plans.
 
There is a right software solution for any size of business or amount of budget that you have. There are industry-specific solutions which are for unique businesses such as hospitals, financial institutions, and other businesses in the vertical market. There are enterprise grade solutions which can be integrated with larger systems such as CRM and Help Desk. Virtual call center is a growing industry that also requires solutions that could best answer their needs for operation.
 
ITQlick.com would like you to consider all of the above factors before launching your call center software investment.
 
Pricing Considerations
It is also great to know that there are free trial software products being offered by most call center solution providers. Lasting from 14 up to 30 days, you can initiate calls, allow a certain number of agents to use it, and explore the basic up to the advanced features free of charge. While demo products are not as comprehensive as the paid versions, it has been proven in the software industry that taking those free simulations right before you make your purchase enhances your agents’ skills and overall familiarization of the system.
 
Pricing models for the on-premise and cloud-based call center solutions are pretty straightforward. For on-premise solutions, the price ranges from $1000 up $3000 per software license. For cloud-based solutions, the price ranges from $10 to $100 per agent per month. You can choose between basic, professional and enterprise plans on both models.
 
Here are then the lists of solutions providers grouped according to the size of call center businesses that they serve.
 
Solutions for Small Business
  • SugarCRM
  • Sage Saleslogix
  • Leads360
  • SoftVu
  • Libra OnDemand
 
Solutions for Large Enterprises
  • inContact
  • Salesforce
  • Chrodiant
  • Pegasystems
  • Aplicor
 
For large enterprises, many from the above providers offer CRM with call center functionality. We recommend that you pay a visit on the provider’s website to get to know more about the scope and coverage of their offered solution packages.
 
Market Trends
There has been a lot of positive trends going on in the call center industry which are clear indications that it is continuously growing and improving.
 
One of the hottest trends is the used of the cloud. According to a report, more and more call centers will be using cloud-based frame work within the next two to three years.
 
Mobile applications for call centers are also on the rise. In the US and Canada alone, it was reported that nearly 40% of inbound calls are answered via smartphones. Web services like web chat and call-back are already being integrated with mobile call center apps to boost customer engagement and overall experience.
 
Advanced technologies such as voice biometrics can now be seen on many call center software solutions. It provides stronger method of authentication among callers thus preventing cases of identity theft and frauds.
 
These trends are clearly calling every call center owners like you to start finding the right software solution for your business. And today could be the right time to dial the numbers of the solution provider of your choice.
 

ITQlick chart - 2022 best Call Center Software

2022 best Call Center Software | ITQlick.com
Finding the right Call Center software for your business
Proper Call Center software selections are the precursor to successful deployment and business growth. Finding the right Call Center solutions doesnít have to be complicated, and it doesnít have to take days or weeks of your time.

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Author - Shlomi Lavi

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Shlomi Lavi is an entrepreneur and founder of ITQlick.com. He holds a Bachelor of Science (B.Sc.) in Information Systems Engineering from Ben Gurion University in Israel. Shlomi brings 17 years of global IT and IS management experience as a consultant and implementation expert for small, medium and large-sized (global) companies. Shlomi’s goal is to share the best knowledge and news about information systems so you can make smarter buying decisions for your business.