Top 10 Call Center Management Softwares

November 26, 2022

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 management tool 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.

Features:

  • Tracking Agent Activity
  • Agent Shift Management
  • Real-Time Analytics
  • Ticketing
  • Internal Collaboration
  • CRM Integration
  • Call Center App Integration
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:

  • Outgoing calls
  • Workforce engagement management
  • Sentiment analysis
  • CRM integrations
  • Call routing

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:

  • Call routing
  • Post-call tagging
  • CRM integrations
  • Advanced Reporting
  • Real-time analytics

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:

  • 24/7 customer service support
  • Outgoing calls
  • Automated callbacks
  • Advanced reporting and analytics
  • Integrations and APIs

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:

  • Cloud-based calling
  • CRM integrations
  • Call recording
  • Real-time analytics
  • Predictive dialling

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:

  • Customizable automation
  • Omnichannel support
  • Interactive Voice Response
  • Call recording
  • CRM integrations

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.

Features:

  • Call routing
  • AI digital automation
  • Sentiment analysis
  • Voice and facial biometrics
  • Call monitoring

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:

  • 24/7 customer service support
  • Omnichannel support
  • Workforce engagement management
  • Internal collaboration
  • Advanced reporting and analytics
  • Skills-based call routing

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:

  • Omnichannel support
  • Escalation management
  • HD video calls
  • Integrations and APIs
  • Cloud-based calling

    • 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:

  • CRM integrations
  • Outgoing calls
  • Advanced Reporting
  • Interactive voice response
  • Call recording

    • Features of Best Call Center Softwares

    A Call Center Software should have some specific features to be the best. It is worth considering the following features while choosing your software to automate your Call Center.

    Tracking Agent Activity

    Tracking agents’ all activities like arrival time, left time, offline time and online time can help you determine productive & non-productive working hours which enables Call Center Management Software to uphold its position. An effective productivity tracking tool which faclilitates all this features will be very much beneficial for your companies.

    Agent Shift Management

    A complete process of agent shift managing can be automated using shift management tools where managers can ensure that all their agents get equal shift times. And get maximum utilization of human resources. The automatic shift management feature can be beneficial to avoid problems such as understaffing, overstaffing, and resource insufficiency

    Real-Time Analysis

    A Call Center Software should be smart enough to track an agent’s real-time activities and engagement statistics. This in turn helps you to analyse their real-time performance and also helps you to keep track of your agents’ availability at work time.

    Leave Management

    You can use leave management features to manage, approve, and track leave requests and absences. Optimising your company’s leave management process is important for every call center softwares. It also supervises call center agents’ attendance using the best attendance management software.

    CRM Integration

    CRM stands for “Customer Relationship Management,” and it allows business owners to easily track all communications and nurture relationships with their leads and clients. So a call center management software must able to integrate a CRM software. Which supports businesses in developing relationships with their target audience to improve the customer experience, increase sales, increase profit margins and enable free flow of customer information in your business.

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    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.

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