Top 10 Call Center Management Softwares

Updated on January 17th, 2024

Call Center Software is a system that automates agent activity tracking, inbound and outbound call routing, prioritising which calls should be served up next. It can be an on-premise system or a cloud-based system.

Every call center should use call center software to streamline processes, increase productivity, and provide better service overall. The best call center software provides a simple solution for call center businesses. This article will look at the Top 10 Call Center Management Softwares available today.

Top 10 Call Center Management Software

  1. Desklog
  2. Dialpad Ai Contact Center
  3. CloudTalk
  4. LiveAgent
  5. Five9
  6. Zendesk
  7. Avaya Contact Center
  8. TalkDesk
  9. RingCentral
  10. Channels
Call Center Software Best For Platform Product/Features Deployment Price
Desklog Businesses of all sizes from StartUPs to Enterprise iOS, Android and Web-based Call Center App Integration, Tracking Agent Activity, Agent Shift Management, Leave Management, CRM Integration, Ticketing. Cloud-based Free,Business- $3.5/User/Month Enterprise: $4.5/ User/ Month
Dialpad Ai Contact Center Small to large businesses Web-based Unlimited SMS & MMS, Custom business rules, Help desk integrations. Cloud-based Free for video conferencing Price starts at $15/ user/ month
CloudTalk Small, Medium & Large Business Windows, Mac, Linux, iOS, Android, Web-based Outbound, Inbound, International Phone numbers, Smart & Power dialers, SMS, Routing Cloud-based Starter: $15/user/month Essential:$20 /user /month Expert: $35/user/mon
LiveAgent Small to medium-sized businesses Windows, Mac, Linux, Android, and iOS. Integrates with 99% of VoIP providers, social media integrations, ticketing, live chat, and self-service options, etc. Cloud-hosted Free,Ticket: $15/agent/mon Ticket +Chat: $29/agent/ mon All-inclusive: 439 /agent /month
Five9 Small, Medium & Large businesses Windows, Mac, iPhone/iPad, & Web-based Outbound, Inbound, Common Platform, & Administrative. Cloud-hosted Get a quote
Zendesk Small, Medium, and Large businesses Making & taking calls, Routing & queuing calls, Text, Monitoring & Routing, Reliability & Services. Cloud-hosted Lite: FreeTeam: $19/agent/mon Professional: $49/agent/mon Enterprise: $89/agent/month
Avaya Contact Center Small & Medium size businesses Windows, Mac, Android, & iPhone/iPad Self-service, Assisted Service, Performance Management,AI & Mobile Experience. On-Premises or Public,Private, or Hybrid Cloud Basic: Starts at $109/user/mon Advanced: Starts at $129/user/month
TalkDesk Small, Medium and Large businesses Windows, Mac,& Web-based. Voice features, Outbound dialer features, Intelligent routing features, Reporting & analytics, etc. Cloud-based Enterprise & Professional plans. Get a quote
RingCentral Small to large businesses Windows, Mac, Web-based. Workforce management, reports, Omnichannel routing, etc Cloud-based Cloud-based. Get a quote for Basic, Advanced, or Ultimate
Channel Startups and Small companies Android and iOS Call recording, Call routing, IVR, Free incoming calls, Ecommerce integration, and Live chat integration. Cloud-based Free; $24/month (plus); $62/month (Advanced)

Let’s look at the best available call center software options with the features mentioned above in detail.

Desklog is a cloud-based software where you can track your agents in every possible way and helps in boosting your company’s productivity. Desklog is an automated time tracking software and project time tracking that helps manage and track your team’s or business’s real-time productivity. This Software has features like tracking agents’ activity, agent shift management, real-time analytics, ticketing, and much more, which makes Desklog the perfect call center software to build your call center to its maximum.

Desklog Features

  • Automated Time Tracking
  • Activity Tracking
  • Accurate Reports
  • Automated Timesheet
  • Productivity Tracking
  • Efficiency Tracking
Desklog Free Time Tracking Trial

Dialpad Ai Contact Center allows you to do all the customer interactions from a single app, accessible from anywhere on any device.

Dialpad is a cloud communication Software where you can record calls, mute, hold, etc., from a single call. Its AI makes Dialpad unique, with features like hyper-accurate voice transcription, sentiment analysis, agent coaching, chatbot self-service functionality, and more in real-time

Features

  • Interactive voice response
  • Reporting and analytics
  • Customer callback
  • Workforce management
  • Visual voicemail
  • Call sentiment analysis

LiveAgent offers you to help customers over any channel you choose. The software also provides both outgoing and inbound call center capabilities along with complex IVR trees, call routing, and unlimited call recordings. For small and medium-sized businesses that depend on a phone system, LiveAgent will be comparatively cost-effective.

Features

  • Interactive voice response
  • Reporting and analytics
  • Call routing and transfers
  • Customer callback
  • Call queues
  • Call recording

CloudTalk provides innovative software with unique tools for its customers. Also, it is a commercial phone system for sales and customer service teams.

It enables the sales team to dial faster and close more deals by automating the dialling process. As well as the customer care teams to handle more calls with smart routing and IVR and retain high customer satisfaction.

Features

  • Interactive voice response
  • Reporting and analytics
  • Call routing and transfers
  • Customer callback
  • Smart dialer
  • Call flow designer

Five9 uses AI for personalised customer experience. It provides everything a customer needs to start a full customer service and sales call center. To help agents deliver better customer service and not lose out on an opportunity to upsell, Five9 offers workforce management tools, predictive dialling, and CTI screen pops.

Features

  • Interactive voice response
  • Reporting and analytics
  • Call routing and transfers
  • Workforce management
  • Power dialer
  • Virtual agent

Zendesk provides a call center with the best solution for businesses of all sizes. It has features for inbound and outbound calling and supports multiple calling. It contains features for inbound MMS, outbound SMS, and inbound SMS.

Features

  • Interactive voice response (IVR)
  • Reporting and analytics
  • Customer callback
  • Workforce management
  • AI-powered automation
  • Apps and integrations

TalkDesk provides features designed to help large teams manage phone support efficiently. They offer teams everything they need to have a consistent customer experience. It has routing features like ACD, IVR, Ring Groups, voice capabilities, a power dialer, advanced network architecture, and an Outbound Dialer.

Features

  • Interactive voice response
  • Reporting and analytics
  • Call routing and transfers
  • Workforce management
  • Virtual agent
  • Screen recording

RingCentral is a flexible phone-based system that supports desktop and mobile users. It has a special feature, “RingOut,” allows one-touch calling from any phone or internet-enabled computer. It also provides features like routing, integration, administration & management, workforce management & optimization, customer engagement, flexibility, safety, reliability, and security

Features

  • Interactive voice response
  • Reporting and analytics
  • Call routing and transfers
  • Call whispering
  • Video conferencing

Channel Software helps you set call distribution rules and integrate Channels with other software, including HubSpot, Zapier, Zendesk, and Shopify. Channels are the best choice for small companies currently setting up a call center

Features

  • Interactive voice response
  • Reporting and analytics
  • Call routing and transfers
  • Customer recognition
  • Call history

Avaya has been dominating the communication industry for years. It provides advanced features like interaction recording, voice analytics, and automated scheduling. When choosing Avaya’s omnichannel contact center solution, you have the assurance that you’re getting an enterprise-level product.

Want to try our Time Tracking Software?
Try Desklog for free!

Conclusion

The best call center software will offer capabilities that may expedite your processes and raise customer satisfaction rates, from simple call routing to complex AI-powered interaction analytics. If you manage a call center, you understand how crucial it is to choose the finest software that fits your requirements.

The top ten list we’ve provided should assist you in narrowing down your options. Before making your final choice, make sure to take into account all the features that each piece of software offers.

Meet The Author
Shamseena Shamsudheen

Content Writer at Desklog

Shamseena is a productive writer who frequently writes about various time tracking management tips and productivity techniques. She is a dedicated analyst of apps meant to enhance the workflow of freelancers, remote workers, and regular employees. She has shown excellent research skills in learning new things and spends much time transferring her knowledge to others. She shares the information only after in-depth research and only provides truthful information.

2 Replies to “Top 10 Call Center Management Softwares”

  1. Hold music and dropped calls – the bane of every call center agent’s existence! The blog on top 10 call centre management software offers hope with software solutions that can streamline workflows and improve customer experience. Let’s ditch the frustration and embrace smoother call flow!

    Reply

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