All businesses know the importance of customer service, and the best way to maintain customer service is to have reliable, innovative call center software.
Before committing to a call center software, ensure that you know what your business requires and then match the right call center software to the team’s needs.
Table of Contents
What is Call Center Software?
Call center software enables businesses with optimal communication to aid customers through phone, email, messaging, SMS text, and even more channels.
A call center phone software application helps automate and manage inbound and outbound calling for sales, marketing, and customer service teams.
What Should You Look for When Choosing Call Center Software?
When choosing call center software, team leaders should first consider why they will be using it and what teams will be utilizing it the most.
Businesses should consider what channels their customers spend the most time on and ensure the software supports it.
Additionally, businesses should consider the price they are willing to spend.
Call Center Software Features
Call center software includes numerous features including, but not limited to:
- Inbound and outbound calling
- Interactive voice response (IVR)
- Call recording
- CRM Integrations
- Power/auto dialers
- Call whispering/live coaching
- Omnichannel routing
- Call tracking and monitoring
- And more!
Top 16 Call Center Software Tools
Fastcall
What is it?
With features including screen sharing, information management, SMS messaging, and 100% accurate reporting, Fastcall streamlines business communications. Specially built for Salesforce users, Fastcall is the only Salesforce-native phone and SMS application.
For modern sales and service teams, Fastcall saves time and resources allowing teams to focus on growing their businesses. The benefits of integrating Fastcall into Salesforce are endless, and users are guaranteed a high-quality experience.
Included features:
- Call recording
- Analytics/reporting
- Tracking and monitoring communications
- Text SMS, video, and phone
- Screen sharing
- Click-to-dial feature
Best for:
Fastcall is best for businesses looking to optimize their investment with Salesforce. Fastcall was built 100% exclusively for Salesforce; therefore, it is the best business communication platform for companies who already use Salesforce throughout their day-to-day operations.
Teams small and large benefit greatly from the ease of communication that Fastcall incorporates into their day-to-day tasks.
Pros:
- Phone click-to-dial and SMS features
- Video calling and screen sharing
- Inbound and outbound calling and messaging
Cons:
- Only available for integration with Salesforce
Pricing:
Individuals can try Fastcall for 14 days for FREE, with the ability to cancel at any time. Once individuals are ready to purchase, Fastcall offers packages beginning at $24/user/mo at monthly or yearly rates. We recommend contacting Fastcall for custom pricing to fit your business perfectly.
RingCentral
What is it?
RingCentral is a business phone system with innovative features to integrate with any third-party application. Customers appreciate RingCentral’s inbound and outbound calling, voice messages, faxes, and SMS messaging.
Helping marketing, growth, and service teams achieve their highest potential by enabling them with one of the top business phones systems users can find.
Included features:
- Inbound and outbound calling
- SMS messaging
- Video calling
- Seamless integration
Best for:
Ringcentral is ideal for all teams within a business for its exceptional ability to connect to customers and excellent team communication tools.
Pros:
- Helpful customer service
- User-friendly interface
- Multiple languages offered
Cons:
- Reporting and analytics feature is limited
- Adding new users is complicated
- Not dedicated to Salesforce
Pricing:
For the most popular package, users can utilize Ringcentral for just $19.99/user/mo, and for businesses looking for more features, advanced packages start at $49.99/user/mo.
TalkDesk
What is it?
Talkdesk can be accessed globally and is an excellent business phone system for businesses looking to enhance their customer experience.
By focusing on the customer experience, Talkdesk allows businesses to streamline workflow between teams and is an excellent tool for global companies.
Included features:
- Customer interaction analytics
- Live reporting
- Inbound and outbound calling
Best for:
Talkdesk is utilized by sales, customer service, and marketing teams alike, adding accessible communication directly into day-to-day tasks.
Pros:
- Easy user interface
- Reliable uptime
- Video calling
Cons:
- Starter packages offer limited features
- Overall higher pricing compared to competitors
- Not dedicated to Salesforce
Pricing:
Talkdesk requires individuals to contact them directly if they are interested in one of the three packages it offers.
Nextiva
What is it?
Nextiva is an omnichannel business communication software for sales and service teams that need a reliable solution. Equipped with features targeted at increasing productivity and customer satisfaction, Nextiva is high on this list.
Included features:
- CRM integrations
- Video conferencing
- Three-way calling
- Live chatting
Best for:
Sales teams, customer service individuals, and marketing masters benefit from the vast array of features Nextiva embodies in their phone system. Startups to enterprises all find a package that fits their needs.
Pros:
- A wide array of desk phone options
- Reliable customer service
- Inbound and outbound calling/video
Cons:
- High price points
- Tough user interface
- Not dedicated to Salesforce
Pricing:
Nextiva offers various pricing packages, beginning at $18.95/user/mo and ranging to $57.95/user/mo.
Aircall
What is it?
Supported in over 100 countries, Aircall is a reliable business communication software and cloud-based phone system.
Aircall offers features that not only make the day-to-day of your business more manageable but include real-time analytics that helps improve and optimize businesses small and large.
Included features:
- Call recording
- Conference calling
- Video conferencing
- SMS messaging
Best for:
Aircall helps businesses, small and large, optimize their business communication throughout all teams.
Pros:
- Seamless CRM integration
- Call coaching options
- Powerful reporting
Cons:
- Expensive advanced pricing packages
- Unreliable customer service
- Not dedicated to Salesforce
Pricing:
If users are looking for custom rates, we recommend contacting Aircall directly. For smaller businesses, pricing packages begin at $30/user/mo, and for larger companies, individuals can expect to pay $50/user/mo.
Five9
What is it?
Five9 is an all-in-one contact center with search session history, note capabilities, and powerful reporting and analytics features.
Five9 seamlessly helps businesses small and large that are hoping to enhance average contact centers to benefit customers and promote reliability by equipping teams with the tools necessary to succeed.
Included features:
- Video conferencing
- Call routing/recording
- Live chat
- Mobile app
Best for:
Five9 is innovative and seamlessly integrates into businesses or enterprises. All departments will appreciate the advanced reporting and analytics, ultimately improving teams across the board.
Pros:
- Cloud-based
- AI virtual assistant feature
Cons:
- Unhelpful customer service
- Cloud-base may be unreliable
- Not dedicated to Salesforce
Pricing:
Five9 offers four pricing packages, Core, Premium, Optimum, and Ultimate, helping your business get started on the road to success.
Freshdesk
What is it?
Freshdesk is attractive for users by offering two contact center solutions: on-premise and cloud-based. Both solutions help empower teams to optimize their workdays.
Freshdesk features are boundless and include social media support, collaboration options, analytics and reporting, and a self-service portal.
Included features:
- Inbound and outbound calling
- Messaging
- Integrations
- Cloud-based and on-premise options
Best for:
All businesses can easily rely on Freshdesk to enhance their business communication. An attractive part of Freshdesk is the ability for startups to begin for free.
Pros:
- Free pricing package
- Ideal for remote work
- Global coverage
Cons:
- Limited mobile app support
- Unreliable customer service
- Not dedicated to Salesforce
Pricing:
Businesses looking to try out Freshdesk’s vast features can start for free. Once committed to the platform, pricing packages start at $24/agent/mo and range up to $145/agent/mo.
Bitrix24
What is it?
Bitrix 24 is ideal for mid-sized and startup businesses looking for a business communication software and CRM platform. By centralizing communication, Bitrix 24 streamlines productivity within teams and optimizes customer relations.
Included features:
- Mobile app
- Automatic credit refill
- Call recording feature
- Third-party integration
Best for:
Bitrix24 is best for larger businesses with a good idea of operating and managing a CRM platform and business communication software.
Pros:
- Variety of choices
- Kanban user interface available
- Notification options
Cons:
- Difficult user interface
- Limited social media options
- Not dedicated to Salesforce
Pricing:
Bitrix24 offers a free option for users trying out Bitrix24 as their business communication and CRM software. Pricing packages begin at $30/mo/user and range to $120/mo/user.
Freshcaller
What is it?
Freshcaller is owned and operated by Freshworks and offers an ideal business communication platform with many features. Freshcall’s ease of customization and its affordability make it attractive to customers.
Included features:
- Call queue
- Call routing
- Real-time dashboard
Best for:
Freshcaller is great for businesses and companies with many employees or heavily customer-facing.
Pros:
- A great expanse of features
- Reliable service
Cons:
- Price-per-minute set up
- Limited mobile support
- Not dedicated to Salesforce
Pricing:
Freshcaller has a complicated pricing system, and users can expect to pay-per-minute. We highly recommend checking out their website for complete details.
Dixa
What is it?
Dixa is for small businesses everywhere needing an inbound or multichannel contact center. With features that include VoIP, IVR, click-to-call, and call recording, customer service teams see their productivity skyrocket with the help of Dixa.
Included features:
- Call/customer history
- Flexible pricing
- Email features
- Social media communication
Best for:
Dixa is ideal for small businesses worldwide with agents looking to deliver exceptional customer service.
Pros:
- Centralizes communication
- Easy user interface
- Advanced features
Cons:
- Mediocre integrations
- Unreliable customer support
- Not dedicated to Salesforce
Pricing:
To get pricing for Dixa, individuals must contact them for a quote. We recommend checking out their website to review the features included in all pricing plans offered.
CloudTalk
What is it?
Cloudtalk is a cloud-based phone software that offers a 14-day free trial period for interested users.
With over 50 advanced calling features, Cloudtalk is an excellent choice for businesses looking for business communication software for their sales and customer service teams. Supporting small businesses by enhancing their customer relations, Cloudtalks features are worth checking out.
Included features:
- Call recording
- Call queuing
- Reporting and analytics
- Location generator
Best for:
Cloudtalk is ideal for startups, scale-ups, or eCommerce businesses needing cloud-based phone software.
Pros:
- Video calling
- Conferencing calling
- Hold music feature
Cons:
- Difficult mobile app
- Not dedicated to Salesforce
Pricing:
CloudTalk offers affordable pricing for startups and scale-up businesses, starting at just $25/user/mo and ranging up to $50/user/mo.
LiveAgent
What is it?
LiveAgent offers 130+ ticketing features with over 200 integration options to help businesses provide ultimate customer service support.
Businesses small and large benefit from LiveAgent’s innovative features and reliable support. Customer service teams will save time and resources to provide the ultimate customer experience.
Included features:
- Reporting/analytics
- Call routing
- Inbound calling
- Multiple service infrastructures
Best for:
LiveAgent is best for global companies that are looking for multilanguage support.
Pros:
- Multi-lingual
- Free trial period
- Innovative features
Cons:
- Challenging to set up
- No outgoing calling
Pricing:
Individuals interested in LiveAgent can begin with a free trial period before advancing to one of the multiple pricing packages offered, ranging from $15/mo/agent to $39/mo/agent.
Avaya Contact Center
What is it?
Avaya is a cloud-based contact center that includes voice, chat, messaging, and social media capabilities for teams looking for added customer and sales support.
Avaya’s features aim to increase productivity across all teams by centralizing communication and maximizing reporting and analytics for better reviews and customer satisfaction.
Included features:
- Click-to-call
- Call tracking
- Call forwarding
- Multichannel integrations
Best for:
Avaya is best for businesses small and large across all teams that utilize communication as a centralized resource for productivity.
Pros:
- Affordable for small businesses
- Communications are centralized
- User-friendly interface
Cons:
- Unreliable mobile platform
- Unreliable call tracking
Pricing:
Avaya requires potential customers to contact their sales department for a quote that will maximize the features for businesses.
uContact by Integra
What is it?
uContact, owned by Integra, provides a reliable, fast, efficient contact center that benefits all teams within a business. As an omnichannel contact solution, uContact makes it easy for teams to develop lasting customer relationships and streamline workflows.
Included features:
- Auto-dialer
- Call recording/routing
- Campaign management
- Reporting/analytics
Best for:
Ideal for larger businesses that focus on customer outreach looking for an omnichannel solution.
Pros:
- Cloud and web-based options
- Voice recognition feature
- Text to speech options
Cons:
- Lacking mobile app
- No training webinars
Pricing:
There are multiple pricing packages individuals can choose from to suit their business needs. Pricing begins at $50/mo/user and ranges to $70/mo/user.
HappyFox
What is it?
As a highly rated help desk solution, HappyFox makes this list for its customizable and super-functional platform. The user interface of HappyFox provides ease for users looking to centralize their communication with customers and within teams.
Included features:
- Customizable
- Workflow management
- Automated responses
- Customer portal
Best for:
HappyFox is an excellent option for businesses that require a quick and easy business phone solution. Teams that focus on customer service will find the immense features beneficial for productivity.
Pros:
- Customizable
- Seamless integration options
- Supportive training resources
Cons:
- Limited social media connections
- Restricted features in lower pricing packages
Pricing:
Unfortunately, HappyFox does not offer public pricing. We recommend that you contact their sales teams directly through their website.
Channels
What is it?
Formerly CrazyCall, Channels is a phone system with advanced features that include call recording, IVR, and international calling.
Channels are SaaS/web/cloud-based and provide iOS and Android users with a mobile app. Channels are best for small, mid-sized, and larger businesses with multiple pricing plans.
Included features:
- Cloud-based calling feature
- Call recording
- Queue management
- Quick set up
Best for:
Channels are great for businesses of all sizes looking to optimize their communication abilities across all teams.
Pros:
- International phone numbers
- Live chat features
- Mobile app
Cons:
- Expensive pricing
- Limited reporting features
Pricing:
Channels offers a free pricing package with limited features for users on a budget, with pricing packages beginning at $24/mo and ranging up to $62/month.
Conclusion
With all the possibilities of call center software out there, it can be overwhelming to choose one.
If your business already uses Salesforce as their CRM software, waste no time choosing a call center software and check out Fastcall.
Fastcall is made especially for Salesforce, making it the best contact center and business phone system on the market for Salesforce users.
Fastcall includes innovative features that will boost business productivity and team motivation; don’t waste any time and check out Fastcall today.
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