Top 54 Call Center Software (Jun 2024)

Call Center Buyer's Guide

Overview

Call center software is a type of technology that allows businesses to efficiently handle inbound and outbound customer communications. It provides a centralized platform for managing customer interactions across various channels such as phone calls, emails, live chat, and social media.

What is Call Center Software and Why Businesses Need It

Call center software is essential for businesses that rely on customer service and support operations. It helps improve customer satisfaction, streamline communication processes, increase agent productivity, and ultimately drive business growth. By utilizing call center software, organizations can provide timely and personalized support to their customers, leading to better customer retention and loyalty.

Main Features

The main features of call center software typically include:

• Automatic Call Distribution (ACD)
• Interactive Voice Response (IVR)
• Call Recording
• Call Monitoring
• Reporting and Analytics
• CRM Integration
• Omni-channel Support

Main Business Processes the Software Apps Can Help With

Call center software can assist businesses in various key processes, such as:

• Inbound Call Handling
• Outbound Calling
• Customer Support
• Lead Management
• Performance Monitoring
• Quality Assurance

Steps on How to Buy Call Center Software

When purchasing call center software, businesses should follow these steps:

1. Assess their specific requirements and goals
2. Research available call center software solutions
3. Request demos and free trials from vendors
4. Compare features, pricing, and scalability
5. Consider integration capabilities with existing systems
6. Check for vendor reputation and customer reviews
7. Negotiate contracts and pricing
8. Implement the software with proper training and support
9. Regularly monitor and evaluate performance

Things to Consider

Businesses should consider the following factors when choosing call center software:

• Scalability
• Integration with CRM systems
• Customization options
• Security features
• Reporting and analytics capabilities
• Cost-effectiveness
• Vendor reputation and support services

Most Popular Vendors and Their Market Share

Some of the most popular call center software vendors and their market share include:

• Zendesk Talk - 15% market share
• Five9 - 12% market share
• Twilio Flex - 10% market share
• Genesys Cloud - 8% market share
• Talkdesk - 7% market share

Trends and Next Steps in the Call Center Software Category

Some emerging trends in the call center software category include the adoption of AI-powered chatbots for customer interactions, increased focus on omni-channel communication, and the rise of remote call center solutions. The next steps for this category may involve further integration with AI and automation technologies to enhance customer experiences and streamline operations.

10 Questions to Ask Software Vendors During a Demo

1. How does your software handle peak call volumes?
2. Can your software integrate with our existing CRM system?
3. What security measures are in place to protect customer data?
4. How easy is it to customize the software to our specific needs?
5. What reporting and analytics features does your software offer?
6. Do you provide training and support for implementing the software?
7. What is your pricing model and are there any hidden costs?
8. How does your software support omni-channel communication?
9. What measures do you take to ensure high call quality and customer satisfaction?
10. Can your software adapt to our growing business needs?

Head to head Call Center software leaders comparisons:

List of 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.