Best Software Used In Call Centers

The call center is the central point of a business’s customer experience. As such, organizations must find the right software to improve their customer satisfaction. 

This isn’t easy, though. Software used in call centers must facilitate communication, simplify the workflow for the agent, and support other features that can further optimize the center’s operation. 

Fortunately, you can use this guide to speed up your search process and find the solution that will help you raise the level of your service.

What is call center software?

This is software used in call centers that allows customer support agents, teams, and sales departments to manage all interactions with clients on various communication channels. Nowadays, businesses need to provide their prospects and clients with a variety of communication methods, including voice, web chat, text messaging, messaging, and even AI chatbots. 

Call center software is built on a computer telephony integration, letting users answer phone calls from the computer with VOIP technology. However, software used in call centers has also evolved to support other types of digital channels, which grants organizations the ability to deliver a truly modern customer experience. 

Top call center software solutions

Software used in call centers has to be robust and have the ability to streamline your communication through omnichannel support and call routing. We’ve picked solutions that enable you to closely evaluate interactions between your agents and monitor the duration of calls, among other things.

Here are the best solutions for call centers in 2024:

1. NICE CXone

While not suited for small businesses, NICE CXone is the best solution for large enterprises that want to introduce omnichannel support. It provides users with a clean interface, comprehensive management options, and powerful workforce management tools. 

Other features include automatic call distribution, quality management, reporting and analytics, and most importantly, interactive voice response. 

Though NICE CXone is easy to use, the implementation process can be steep, and many users report that transferring calls takes a lot of time.

Price: pricing information isn’t available online, so you’ll need to ask the company for a quote. 

2. Zendesk

Zendesk is a software used in call centers around the world, and it’s built a reputation as one of the most user-friendly options out there. Due to its scalability and flexibility, it’s a valid option for both small businesses and larger enterprises that allows you to enhance the efficiency of your call center without dealing with complex workflows typical of traditional call center software. 

Not only does it support live chat, but it also has a self-service portal, a knowledge base, and ticket routing capability. 

Zendesk provides an organized way to tackle service tickets, but it has certain issues with call quality, doesn’t support international numbers, and its automation workflows can be tricky to set up. 

Pricing: information is only available for the Basic plan, which costs $55 per agent, per month. There’s also a 14-day free trial, which is always a plus. 

3. Nextiva

If you want to streamline your customer support and are looking for call center software that screams versatility, Nexativa is the right solution for you. With features like ACD (automatic call distribution), IVR (interactive voice response), multi-channel support, and auto attendant, you’re receiving everything you need for a modern call center. 

Moreover, Nextiva also supplies call analytics, advanced routing, and call recording, to name a few. 

Still, there are a couple of pain points you will likely encounter, including a poor mobile app and subpar Gmail integration - especially when compared to other pieces of software on this list. 

Pricing: for what it offers, Nextiva is relatively cheap with plans starting around $18.95 per user per month. Even better, there’s a seven-day trial, so you can put this software through its paces before making a purchase.

4. Talkdesk 

For companies looking for a flexible and scalable call center solution, Talkdesk is a worthy contender. The name of the game here is optimizing customer support through robust features such as efficient call handling and comprehensive insights. 

With session routing, speech analytics, and an autodialer, Talkdesk can work for businesses of every size, regardless of the type of call center they’re running. 

Plus, this software is easy to deploy, integrates with all major CRMs, and provides you with an effective way to manage both outbound and inbound calls.

Be warned, though. We truly believe that guys working at Talkdesk will sort out these kinks, but with the current version, many users experience call drops, increased downtime, and have run into plenty of system bugs. 

Pricing: Talkdesk plans start at $75 per user, per month. While the price is relatively steep, the 30-day trial somewhat softens the blow. 

5. LiveAgent

If other solutions on this list are outside of your budget but you need a call center solution with plenty of features, give LiveAgent a try.

This customer-centric software helps you cover all the bases while also being intuitive and user-friendly. LiveAgent offers features such as voice integration, email templates, ticket routing, and predefined messages, the latter of which will help you sort out routine client requests a lot faster. 

However, LiveAgent struggles with Salesforce integration and some users claim there are too many features shown on the screen at all times. We also noticed creating tickets from phone calls can be counterintuitive, but you’ll probably get used to it. 

Price: LiveAgent is very cheap, starting at $9 per month per user. 

Covering all bases

Phone support isn’t going anywhere. Sure, Gen Z may be a bit shy in that regard, but most Millennials and older generations still opt for a phone call whenever they experience a serious issue with a product or a service.

At the same time, the world has become digital. To avoid being considered a dinosaur in a few years, your call center must provide a higher level of customer service. 

Software used in call centers will help you support multiple communication channels, measure your phone interactions to find potential areas of improvement, and allow you to improve your overall efficiency - all of which are the hallmarks of a modern call center.