10 Best Call Center Software in 2024 & Features

Choosing the best call center software can be daunting, with many options and countless features to consider. Scheduling demos, evaluating features, and comparing solutions can feel overwhelming!

But what if someone (an expert in call centers) has already done the heavy lifting for you? 

We’ve meticulously researched and ranked the top call center software solutions on the market. We’ll narrow down your options and find the perfect fit for your business needs.

So, grab your pen and paper and join us as we compare each contender’s key features, benefits, and unique strengths. Discover why these solutions are the top choices for growing call centers like yours and confidently make an informed decision.

What Is Call Center Software?

Call center software is a technology solution for handling a high volume of incoming or outgoing phone calls between multiple employees, known as agents. This software makes it super efficient in handling inbound and outbound communications. Besides voice-based calls, today’s call centers support additional contact methods, including website chat, email, SMS, and social media interactions.

However, it’s helpful to understand the difference between call center software and contact center software:

• Call center software focuses on voice communication only, making it ideal for businesses primarily relying on phone calls.
• Contact center software, on the other hand, provides omnichannel communication that includes a mix of channels like voice calling, video conferencing, website chat, SMS, email, and social media. This allows businesses to offer a more integrated and seamless customer service experience across multiple platforms.

The types of call centers can be categorized in a few different ways depending on the specific functionality you need. Here’s a breakdown of the most common types:

Call center deployments

• Cloud-based: These are the most popular option today because they’re scalable, easy to use, and require minimal upfront investment. A service provider hosts the entire application, so you don’t need to purchase or maintain your hardware.
• On-premises: On-prem software means it’s installed on your servers, which gives you more control over your data. However, setting up and maintaining can be more expensive and complex in the long run.
• Hybrid: Another option is to use a hybrid call center, which operates as another extension of our on-prem call center. It tends to be more complex than on-prem but is a preferred choice for companies migrating to the cloud.

Call flows

• Inbound call center software: Inbound call centers handle incoming customer calls, such as for customer service or technical support.
• Outbound call center software: Outbound call centers make outgoing calls, such as for sales or telemarketing.
• Blended call center software: This software can handle both inbound and outbound calls, which is great for account management and customer success.

In a nutshell, call center software is a must for businesses that want to scale their customer support and ramp up sales teams. It also allows call center leaders to gain specific insights into their performance and improve it.

Related: What Is the Best Telemarketing Software for Outreach?

Top 10 Call Center Software Providers

Provider	Pros	Cons	Standout Feature
Nextiva	Comprehensive features for businesses of all sizes.	No free trial.	All-in-one communication platform that seamlessly integrates voice, video, messaging, and collaboration tools.
Five9	Longstanding AI legacy.	A separate provider is required for voice.	Advanced AI and machine learning that delivers intelligent routing, real-time analytics, and automated workflows.
Ringover	Unlimited international calls.	Limited omnichannel functionality.	Seamless integration with popular CRM systems like Salesforce, HubSpot, and Zoho.
CloudTalk	Specialist in CRM integration.	Inflexible pricing.	Workforce management capabilities that are built directly into the platform, rather than being provided through a third-party solution.
Talkdesk	Advanced call routing and workflows.	Expensive add-ons.	Artificial intelligence and no-code development that helps organizations rapidly scale their contact center.
Freshcaller	Focus on remote-ready organizations.	Focus on sales, which may be off-putting for customer service functions.	Gamification feature that helps motivate agents and improve productivity.
CallHippo	Automatic call logging and recording.	The most expensive pricing plan required for basic features.	Supports WhatsApp and shared inboxes for businesses, which can be useful for agents who work independently within specific areas of the business.
Bitrix24	Ideal all-in-one solution for very small teams.	Complex implementation for large businesses.	SIP connector for third-party calling that allows for more flexibility, cost savings, and the ability to integrate communication tools seamlessly.
Twilio Flex	AI capabilities for sales and service.	A demo that isn’t self-service.	Programmable cloud call center platform that lets you create your digital environment based on your exact needs and communication channels.
Dialpad	Dynamic call scripts.	Extra costs for basic features.	AI is native across all products, so you get instant insights like call sentiment analysis, real-time text transcription, and built-in AI for call scripts.

Related: 4 Types of Dialer Software for Call Centers & Top Tools

1. Nextiva

Nextiva is the top pick for call center software thanks to its impressive track record in providing business communications for over 100,000 companies and north of a billion interactions every year. Its users have rated them the highest in customer reviews year after year.

Nextiva provides a robust call center 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 IVR, and analytics for measuring agent performance, caller behavior, and customer preferences. Omnichannel functionality opens up more email, web chat, SMS, and social media interactions.

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

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

• Salesforce
• Microsoft Dynamics
• Microsoft Teams
• HubSpot
• Zendesk
• Zoho

Why Nextiva is great for high-growth call centers

When you’re ramping up, everyone needs to stay connected. Nextiva shines when you create a two-way information exchange between 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).

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 functionality, like:

• AI assistant for agents
• 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, adding these AI capabilities can be drip-fed so you see a genuine, tangible difference.

Pros	Cons
Quick and simple setup	No free trial
Affordable cost for businesses of all sizes	No support for on-premises deployments
Advanced AI features from its Thrio acquisition	Lack of out-of-the-box integration for some niche lines of business apps

2. Five9

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

Five9 has been a long-time call center provider since 2001. Their platform includes features like automated call routing and real-time analytics but caters to larger companies. The goal is to help organizations manage customer interactions more effectively.

One highlight of Five9 is its flexibility. Since it’s cloud-based, companies can scale the system up or down as their needs change. The platform also integrates with popular business applications. This can give contact center agents a broader view of customer data.

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

Key features

You get what we’ve come to expect as standard call center features, like call queuing, IVR, and custom routing. However, some users have pointed out some reliability concerns and an outdated user interface.

However, Five9 excels in 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 its call center software is configured, more users and extra functionality can be 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.

Pros	Cons
Longstanding AI legacy	High price point for small businesses
Focus on automation	An overwhelming solution for some new users
Enterprise scalability	A separate provider is required for voice

Related: Five9 Pricing: How Much Does Its Contact Center Cost?

3. Ringover

Ringover was founded in 2005 with the goal of replacing time-consuming manual tasks with intuitive features that allow call centers to optimize their conversations. Ideal for businesses of all sizes, this software seamlessly integrates VoIP phone systems, video conferencing, SMS, and collaborative tools into one unified platform. 

Ringover offers a cloud-based contact center platform with features like call recording, IVR, and CRM integration. It aims to help businesses manage customer interactions through multiple channels.

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

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

Why it’s good for high-growth call centers

Ringover’s international calling packages makes it attractive for global companies. These 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.

Pros	Cons
Unlimited international calls	Lack of support for lesser integrations
Robust basic call routing	Limited omnichannel functionality
Specialist in sales and recruitment	Lack of contact center market exposure

4. CloudTalk

CloudTalk provides high-quality call and CRM software integration with effective workforce optimization tools. It’s ideal for businesses prioritizing high call volumes and applying select call routing. It includes capabilities like call analytics, whisper coaching, and automated dialers.

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

Key features

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

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

Why it’s good for high-growth call centers

While not a feature per se, there’s much to be said about a call center tool that’s easy to set up and use. 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, an agent UI will be familiar to 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.

Pros	Cons
Specialist in CRM integration	Lack of some omnichannel support
Native workforce management	Inflexible pricing
No on-premises legacy	Slow communications process

5. Talkdesk

Talkdesk is a cloud-based platform predominantly used by support enterprises to enhance their customer engagement through automation and AI. Talkdesk’s strength is its AI and forecasting features, but lacks native phone system integration. Some online reports indicate some reliability and uptime concerns that could impact business continuity overall.

Key features

Talkdesk supports basic call routing functionality and multichannel communication (email, web chat, SMS, and social), allowing for workflow and interaction personalization. It also has a handy mobile app for managers to be aware of team performance.

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 doesn’t mean it lacks 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.

Pros	Cons
Advanced call routing and workflows	Lack of enterprise case studies
Focus on automation and self-service	Expensive add-ons
Easy implementation	Poor support for lesser integrations

6. Freshcaller

Freshcaller is a call center solution created by Freshworks, a provider of multiple types of cloud productivity and business software. If you’re using Freshworks’ suite of office tools, this call center is one to check out. However, some users share concerns with its customer support and extraneous charges for common call center features (like phone numbers), per a Forbes review.

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 agent productivity.

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

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 doesn’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.

Pros	Cons
Tight integration with other Freshworks products	Multiple customer service solutions in Freshwork’s catalog, which can be confusing
Focus on remote-ready organizations	Large jump in price for enterprise plan
Easy-to-interpret live dashboards	Focus on sales environments, which may be off-putting for customer service functions

7. CallHippo

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.

Pros	Cons
Ease of setup and use	Lack of omnichannel
International calling	The most expensive pricing plan required for some basic features
Automatic call logging and recording	Siloed channels for call center management

8. Bitrix24

Bitrix 24 isn’t solely a call center software. Instead, it’s a combination of project, task, and CRM management tools that businesses can use as much or as little as they choose. This novel approach comes with its share of challenges too — users cite limited features and less than thrilled with its customer support.

Key features

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

• Integrated workspace
• 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

If you’re looking to get one app for everything (HR, marketing, customer service, etc.), Bitrix24 is a unique choice to consider. Its 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.

Pros	Cons
Extended business capabilities like collaboration, CRM, and projects	Complex implementation for large businesses
Ideal all-in-one solution for very small teams	Offers too much “more-of-the-same” functionality for businesses with mature communications environments
SIP connector for third-party calling	Expensive enterprise pricing

9. Twilio Flex

While not an off-the-shelf call center software, Twilio Flex is a programmable call center platform. This means you can create your digital engagement environment based on your exact needs and communication channels.

Key features

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

Related: Twilio Flex Pricing: Are Its CCaaS Platform Costs Worth It?

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. It’s common for some large call centers to have engineering resources available — if that’s you, you might like Twilio Flex — but if not, keep in mind you will need developers to bring the your ideas to life.

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.

Pros	Cons
Customizability	An overwhelming platform for most small businesses
Rapid proof of concept	A demo that isn’t self-service
AI capabilities for sales and service	Partner or customer support requirement for setup

10. Dialpad

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.

However, some customers mentioned issues with its reliability and lacked features like a real-time dashboard to help boost team performance.

Key features

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

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.

Pros	Cons
Longstanding leader in AI coaching	Potentially overwhelming AI
Next-generation analytics	Undisclosed enterprise pricing
Dynamic call scripts	Extra costs for basic features like eFax

Related: AI Call Centers: The Future of Customer Communication

Helpful Uses of Call Center Software

Call center software has numerous practical applications to improve almost all aspects of a contact center. Companies use call centers to keep the business thriving through sales, support, and market research.

• Customer care: Handling inbound inquiries, complaints, and requests from customers across phone, email, chat, and other channels with an emphasis on first-call resolution.
• Sales and lead-generation: Making outbound calls to nurture sales leads, qualify prospects, and close new business using automated dialers, call scripts, and customer data integrations.
• Appointment booking: Booking and managing customer appointments, reservations, and orders. Streamlining workflows for taking and fulfilling customer requests.
• Debt collection: Contacting customers to collect on past-due payments. Leveraging analytics and reporting to optimize collection strategies.
• Market research: Conduct surveys, interviews, and polling to gather valuable insights about customer preferences, behaviors, and satisfaction.
• Customer outreach: Reaching out to customers with updates, promotions, alerts, and upsell opportunities. Semi-automated outbound call campaigns and multichannel messaging helps reach out at the right time.

Essential call center functions

By taking advantage of these core functions, your business can significantly enhance operations, increasing customer satisfaction and efficiency.

• Automating Call Routing: ACD makes sure that incoming calls are directed to the most suitable agent based on factors such as skill set, availability, and call priority. This reduces wait times and improves customer satisfaction.
• Centralizing Customer Information: CRM integration provides agents with a comprehensive view of customer history and interactions, enabling personalized and informed service.
• Improving Quality Assurance: Call recording and monitoring features enable supervisors to review calls for quality control, training, and compliance purposes, ensuring that agents maintain high standards of service.
• Optimizing Workforce Management: WFM tools help schedule shifts, forecast call volumes, and manage agent performance, ensuring optimal staffing levels and efficient operations.
• Providing Omnichannel Support: Omnichannel capabilities integrate various communication channels (phone, email, live chat, social media) into a single platform, allowing agents to seamlessly handle customer interactions across multiple channels.
• Streamlining Reporting and Analytics: Advanced analytics and reporting features provide detailed insights into call center performance metrics such as average handle time, first call resolution, and customer satisfaction, enabling data-driven decision-making and continuous improvement.
• Enhancing Customer Interaction: IVR systems allow customers to interact with automated menus to quickly reach the department or service they need, reducing the burden on live agents and speeding up resolution times.

• Facilitating Remote Work: Cloud-based solutions enable agents to work from any location with an internet connection, supporting remote work and improving flexibility in staffing.
• Enhancing Customer Self-Service: AI and chatbots provide automated responses to common customer inquiries, reducing the load on human agents and offering 24/7 support.
• Managing Campaigns and Outbound Calls: Outbound call management features support proactive customer outreach for sales, marketing campaigns, or customer follow-ups, improving engagement and lead conversion.
• Ensuring Compliance and Security: Compliance tools help make sure that call center operations adhere to regulatory requirements such as GDPR, HIPAA, and other industry-specific standards, while robust security protects customer data.
• Supporting Multilingual Service: Language support and translation features enable call centers to serve a diverse customer base by providing support in multiple languages, enhancing accessibility and customer satisfaction.
• Improving First Call Resolution: Knowledge base integration gives agents quick access to information and resources needed to resolve customer issues on the first call, reducing repeat contacts and improving efficiency.

The practical uses listed here solve all the common pain points that drive most businesses to seek this kind of software.

Related: Call Center IVR: How It Works & Menu-Building Tips

Call center features

As with any call center solution, there are many technical features and terms to know about. They really do matter and are among the top reasons why companies opt for a dedicated platform to manage it all.

• Automatic Call Distribution (ACD): ACD routes incoming calls to the most appropriate agent based on factors like skill set, availability, and workload.
• Interactive Voice Response (IVR): IVR allows callers to interact with a computer system using their voice to select menu options or enter information.
• Call Recording: This allows you to record and review customer calls for quality assurance purposes.
• Workforce Management (WFM): This software helps you schedule agents, track their performance, and forecast call volume.
• Customer Relationship Management (CRM) Integration: This allows you to integrate your call center software with your CRM system giving you a complete view of your customer interactions.
• Omnichannel Support: This type of software allows you to interact with customers through numerous channels, such as phone, email, chat, and social media.

Now, let’s look at these recurring issues that inconvenience your organization and annoy your customers.

Related: The Complete Guide To Call Routing Software

Signs You Need a New Call Center

Call center platforms are no longer a luxury but a necessity for businesses who want to keep getting those five-star reviews from their customers.

If you resonate with the following pain points, your call center is due for an upgrade.  

1. High call volume and long wait times

If your issue is an inability to handle high call volumes efficiently, this will inevitably lead to long wait times and frustrated customers.

Call center software with Automatic Call Distribution and Interactive Voice Response systems can route calls effectively and provide self-service options – which means much shorter wait times.

2. Inconsistent customer service

Have you ever called a company seeking help and then called them again for additional assistance only to receive a different answer? It’s frustrating and makes you think that the business doesn’t know what it’s doing. Inconsistency in the quality of customer interactions is usually due to a lack of standardized processes.

Software that provides call scripting, CRM integration, and comprehensive training modules can help ensure consistent service.

3. Poor workforce management

Difficulty in scheduling and managing agent workloads can lead to overstaffing or understaffing and thus affect productivity.

Workforce management functionality within call center software that offers scheduling, forecasting, and real-time monitoring capabilities can easily solve this issue.

4. Switching between several apps

Have you ever experienced the frustration of manually transferring data between different systems, resulting in errors and delays? Disconnected systems lead to inefficient workflows and data silos. 

Most importantly, a lack of integration causes a lot of human error, which is prevalent with copying and pasting, saving notes, or simply getting distracted (or bombarded) by the next incoming call. 

Software that integrates seamlessly with existing CRMs and other business systems can make sure that you enjoy smooth data flow and unified operations.

5. Limited analytics and reporting

Without software, you may have inadequate insights into your call center performance and customer interactions.

But when you have advanced analytics and reporting features, you’ll get detailed metrics and insights so you can continually improve and give your customers what they want.

Related: Call Center Recording Software Pros, Cons, and Use Cases

6. Compliance and security concerns

Have you ever experienced the anxiety of a potential data breach or the complexity of navigating regulatory requirements? These days, they’re all too common. Challenges in meeting regulatory requirements and ensuring your customers data is secure are significant concerns for any call center. 

A modern call center software include robust security features and compliance tools so you can safeguard customer data and adhere to regulations.

7. Scalability issues

And the last issue we regularly see is an inability to scale operations as your business grows.

The perfect solution is cloud-based call center software that offers flexibility and scalability to accommodate your growing needs. If you find yourself working around your call center provider’s “maintenance windows,” it might be time look into Nextiva.

Why Legitimate Call Center Software Matters

So, the question on the mind of consumers is if that unknown incoming call is legitimate.

Trust is key with the rise of robocalls, scam calls, and voiceprint technology. Mobile phone providers have collectively elevated the industry standard to authenticate the sources of large volumes of calls. Examples include STIR/SHAKEN and 10DLC (for text messages) to curb misdeeds and abuse of phone systems.

Legitimate call centers have:

• Call encryption between agents and call center providers
• STIR/SHAKEN compliance (attestation)
• 10DLC compliance for SMS/MMS texting capabilities
• FCC registered and features to meet all telephony laws
• Fully disclosed address with points of contact
• Hosted data centers for customer and call data

Highly-rated call center providers like Nextiva already do the heavy lifting for businesses needing a call center solution. Many self-hosted PBXs lack the third-party verification technology to convey these trust signals to phone carriers. As such, they may be blocked or restricted from high-volume dialing. (Consumers appreciate that.)

This is why call center operators must choose a trusted partner that has secured relationships and active monitoring with all the major PSTN providers.

Related: Top 20 Contact Center Companies in the USA

Qualities to Look for in a 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 service provider.

Here’s what to look for when choosing call center software.

High importance: 

🟢 Scalability: Can your call center platform handle increasing call volume and agent count? 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: Does your chosen solution cover the basics like call routing, IVR, and CRM integration? Does omnichannel mean access to every channel, like chatbots, email, SMS, and social media? What types of in-call or in-chat capabilities do you have? 

🟢 Support: What kind of customer support do you get with your call center provider? How can you contact them — via the phone, email, and chat? What is the response time and service level? Is there an extra cost just to talk with a call center expert?

Moderate importance: 

🟡 Pricing: 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? Does it reflect the value you’ll gain from it? Do they provide a discount for annual billing?

🟡 Ease of use: Does the provider offer a demo, free trial, or helpful videos of the platform in action? Is it easy to set up and get going quickly?

🟡 Customization: How much do you need to tailor the platform to your needs? Are you going to make use of configurable options? Are the advanced enterprise solutions overwhelming?

Low importance:

🟠 Omnichannel and multichannel: Does it at least offer multichannel? Do you really need (and need to pay for) omnichannel? What channels are included in omnichannel (phone, email, social media, live chat)?

🟠 Integrations: Does your chosen call center solution integrate with every internal tool? And don’t forget about other business systems like:

• Cloud call center 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

How to Select the Ideal Call Center Solution

Choosing the right call center software can be a game-changer for your company’s customer service operations. Here are some key aspects to consider:

1. Identify Essential Features

First, pinpoint the features that are crucial for your operations. Look for features like:

• Automated Call Distribution: Ensures calls are efficiently routed to the right agents.
• Interactive Voice Response Offers self-service options to customers, reducing agent load.
• Analytics and Reporting: Provides insights into performance and areas for improvement.

2. Evaluate Communication Channels

Determine which communication channels are most relevant to your customer base. Choose software that supports multiple channels like:

• Voice: Traditional phone support.
• Email: For less urgent inquiries.
• Live Chat: Real-time support on your website.
• Social Media: Engagement through platforms like Facebook and Twitter.

3. Consider Scalability and Flexibility

Your business needs will evolve over time. Opt for software that’s scalable and flexible, allowing you to add new features or expand user capacity as needed.

4. Analyze Pricing Structures

Carefully examine the pricing models of each option. Some common structures include:

• Pay-per-user: Ideal for smaller teams.
• Tiered Pricing: Offers different levels of features at varying costs.
• Subscription-based: Regular monthly or yearly fees.

Make sure the pricing aligns with your budget and growth plans. You can also reduce costs from redundant customer support tools, so consider those cost savings as well.

5. Prioritize Security and Compliance

Security is paramount, especially when handling sensitive customer data. Look for software that offers:

• Data Encryption: To protect information from unauthorized access.
• Compliance Certifications: These include GDPR or PCI-DSS, which ensure regulatory standards are met.

6. Seek Out Customer Reviews

Finally, read user reviews and testimonials to get real-world insights. Platforms like G2 and Capterra can be excellent sources of user feedback.

By thoroughly considering these factors, you will be better equipped to choose the call center software that perfectly aligns with your company’s needs.

Related: 10 Open Source Call Center Software Options & Better Alternatives

Nextiva: Simply the Best Call Center Phone System

When choosing call center software, look for something easy to use, scalable, affordable, and capable of supporting remote agents. 

Then, narrow your choices by the available features 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 say, “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.

You’ve made it this far, so it’s worth a shot to get a personalized demo. You don’t have to have all the details now, but we’ll help you make the best choice for your team. 

Related: 7 Features Customer Service Software Support Teams Need

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