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Call Center Software

Call Center software automates and standardizes the process of receiving and responding to customer phone calls. These solutions enable better monitoring of the customer experience, workflow management and evaluation of employee performance. Whether designed for virtual or site-based locations, Call Center applications manage and catalog the process of customer calls and often allow customers to track the progress of their request via the internet. Call Center software is related to Customer Service software and Help Desk software.

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Tevatel's doocti is an application which integrates your communication channels with Your Helpdesk, CRM, and Other Key Tools. Learn more about Doocti
Tevatel's doocti is an application which integrate your communication channels with Your Helpdesk, CRM, and Other Key Tools. It is an application that provides a unified 360-degree view of the customer across all systems of record -- across your communication channels -- displayed in real-time to the customer-facing employee. Learn more about Doocti

Features

  • Alerts/Escalation
  • IVR/Voice Recognition
  • Queue Management
  • Call Monitoring Software
  • Reporting/Analytics
  • Call Scripting
  • Call Recording Software
  • Campaign Management Software
  • Call Logging
  • Call Routing
  • Contact Management Software
  • Caller ID
India Local product
Conversational AI Omnichannel Helpdesk Management Sales CRM Debt Collection Sentiment Analysis Customer 360 Seamless Integration Learn more about Sparrow
Sparrow is an Omni-channel and unified CX platform that provides agents with a 360-degree view of customers and their inquiries across various communication channels, including social media, phone calls, text messages, SMS, and more. This means that agents using Sparrow have access to a unified interface or platform that allows them to seamlessly handle customer interactions and access relevant information, regardless of the channel through which the customer reaches out. Learn more about Sparrow

Features

  • Alerts/Escalation
  • IVR/Voice Recognition
  • Queue Management
  • Call Monitoring Software
  • Reporting/Analytics
  • Call Scripting
  • Call Recording Software
  • Campaign Management Software
  • Call Logging
  • Call Routing
  • Contact Management Software
  • Caller ID
VoxDesk is a cloud-based call center software solution that helps users with call scripts, automated dialing, notifications and more. Learn more about VoxDesk
VoxDesk is a cloud-based call center software solution that helps users with call scripts, automated dialing, notifications and more. The software also offers features such as productivity tracking, reports and analytics, sales integrations and more. Learn more about VoxDesk

Features

  • Alerts/Escalation
  • IVR/Voice Recognition
  • Queue Management
  • Call Monitoring Software
  • Reporting/Analytics
  • Call Scripting
  • Call Recording Software
  • Campaign Management Software
  • Call Logging
  • Call Routing
  • Contact Management Software
  • Caller ID
Webex brings together Calling, Meeting and Messaging modes of collaboration into a seamless, inclusive and intelligent experience.
Webex brings together Calling, Meeting and Messaging modes of collaboration into a seamless, inclusive and intelligent experience. Make meetings more interactive and engaging • Reduce disruptions with background noise removal and voice enhancement • Enable audiences to share their reactions with animated emojis and gesture recognition • Improve audience engagement with next-gen dynamic polling and Q&A by Slido • Customize the stage layout to focus on the content and people that matters most Learn more about Webex

Features

  • Alerts/Escalation
  • IVR/Voice Recognition
  • Queue Management
  • Call Monitoring Software
  • Reporting/Analytics
  • Call Scripting
  • Call Recording Software
  • Campaign Management Software
  • Call Logging
  • Call Routing
  • Contact Management Software
  • Caller ID
Zendesk offers a fully integrated call center built right into its support platform.
Zendesk offers a fully integrated call center built right into its support platform. Agents can handle calls in the same workspace as all other channels. This cloud based support platform gives them full context on customer history to help resolve the most complex and urgent issues faster. Teams that use Zendesk see a 20% reduction in support costs and a 27% increase in agent productivity. If you already have a call center, you can seamlessly integrate it with an API connection to our help desk. Learn more about Zendesk Suite

Features

  • Alerts/Escalation
  • IVR/Voice Recognition
  • Queue Management
  • Call Monitoring Software
  • Reporting/Analytics
  • Call Scripting
  • Call Recording Software
  • Campaign Management Software
  • Call Logging
  • Call Routing
  • Contact Management Software
  • Caller ID
Freshdesk is an easy-to-use customer service software that helps over 60,000 businesses worldwide create stellar customer experiences.
Freshdesk is a cloud-based helpdesk system that offers powerful solutions for customer service. Freshdesk unifies conversations from email, phone, web, chat, and social, and helps you resolve issues across channels effortlessly. With Freshdesk, you can also automate workflows, offer convenient self-service options, manage SLAs, and generate reports. Freshdesk is used by over 50,000 customers, including Bridgestone, HP, Harvard University, and DHL. Learn more about Freshdesk

Features

  • Alerts/Escalation
  • IVR/Voice Recognition
  • Queue Management
  • Call Monitoring Software
  • Reporting/Analytics
  • Call Scripting
  • Call Recording Software
  • Campaign Management Software
  • Call Logging
  • Call Routing
  • Contact Management Software
  • Caller ID
Hook up your customer service number with Zoho Desk, make/receive calls in-app, and automate your telephony operations.
Zoho Desk brings your entire call center to the cloud. Hook up your customer service number with Zoho Desk, and make/receive calls in-app. Automatically assign calls to agents based on department/team. It's also equipped with IVR, call recording, contact details capturing, voice messages, detailed reports, and omnichannel capabilities. Integrates with top telephony providers like Twilio, RingCentral, Aircall, Amazon Connect, and more. Learn more about Zoho Desk

Features

  • Alerts/Escalation
  • IVR/Voice Recognition
  • Queue Management
  • Call Monitoring Software
  • Reporting/Analytics
  • Call Scripting
  • Call Recording Software
  • Campaign Management Software
  • Call Logging
  • Call Routing
  • Contact Management Software
  • Caller ID
Award-winning help desk, ticketing, live chat, and call center software, easy to use from the start. Try it with a free 1-month trial.
LiveAgent is a full-service call center management system designed to integrate seamlessly into your business process, allowing you to communicate with customers across multiple channels without missing a beat. Innovative features like call centralization, VoIP, and SIP trunks enable you to improve customer relations and increase sales through communication. Start with a 1-month free trial, no credit credit card needed. Learn more about LiveAgent

Features

  • Alerts/Escalation
  • IVR/Voice Recognition
  • Queue Management
  • Call Monitoring Software
  • Reporting/Analytics
  • Call Scripting
  • Call Recording Software
  • Campaign Management Software
  • Call Logging
  • Call Routing
  • Contact Management Software
  • Caller ID
Complete cloud phone system that is easy to set up and easy to manage.
RingEX is a cloud-based business communications system with enterprise-grade voice, fax, text, online meetings, conferencing, and collaboration. With RingEX, you can easily connect your office, remote and mobile employees under one phone system, regardless of their location. Unlike expensive, conventional phone systems, RingCentral MVP is purchased, activated, set up, and managed online, which means we manage it and you use it. Learn more about RingCentral MVP

Features

  • Alerts/Escalation
  • IVR/Voice Recognition
  • Queue Management
  • Call Monitoring Software
  • Reporting/Analytics
  • Call Scripting
  • Call Recording Software
  • Campaign Management Software
  • Call Logging
  • Call Routing
  • Contact Management Software
  • Caller ID
Bitrix24 is the world’s leading call center and CRM software. More than 12 million companies use our platform every day.
Bitrix24 is the world’s leading call center and CRM software. More than 12 million companies use our platform, making millions of phone calls every month, many of them icy-cold. The solution comes with all key professional call center features, CRM and more. Learn more about Bitrix24

Features

  • Alerts/Escalation
  • IVR/Voice Recognition
  • Queue Management
  • Call Monitoring Software
  • Reporting/Analytics
  • Call Scripting
  • Call Recording Software
  • Campaign Management Software
  • Call Logging
  • Call Routing
  • Contact Management Software
  • Caller ID
Nextiva is a Unified CXM company that provides AI-powered customer experience solutions.
Nextiva connects businesses to all of their conversations on one, AI-powered platform, helping them understand their customers in real-time to create personalized experiences that set them apart. Nextiva powers 100,000+ businesses and billions of conversations every year with its all-in-one customer experience platform. From one AI-powered communication hub, Nextiva transforms the way businesses engage with their customers. The company’s commitment to Amazing Service® and a customer-focused approach has been its cornerstone for 15 years. Established in 2008 and headquartered in Scottsdale, Arizona, Nextiva secured $200M from Goldman Sachs Asset Management in its inaugural funding round, valuing the company at $2.7B in late 2021. Discover more at www.nextiva.com. Learn more about Nextiva

Features

  • Alerts/Escalation
  • IVR/Voice Recognition
  • Queue Management
  • Call Monitoring Software
  • Reporting/Analytics
  • Call Scripting
  • Call Recording Software
  • Campaign Management Software
  • Call Logging
  • Call Routing
  • Contact Management Software
  • Caller ID
Service Cloud 360, the world’s #1 customer service platform, empowers companies to drive seamless engagement across the entire customer
Transform your call center with proactive and personalized service. Service teams can exceed customer expectations with accurate purchase history and a full view of prior customer conversations. Give your customers a consistent and efficient service experience on every call with Service Cloud Voice. Agents now have instant access to a complete view of the customer and better tools and insights. That way, they can close cases faster. Learn more about Salesforce Service Cloud

Features

  • Alerts/Escalation
  • IVR/Voice Recognition
  • Queue Management
  • Call Monitoring Software
  • Reporting/Analytics
  • Call Scripting
  • Call Recording Software
  • Campaign Management Software
  • Call Logging
  • Call Routing
  • Contact Management Software
  • Caller ID
Talkdesk is intuitive, cloud-based contact center software with advanced features, comprehensive reporting and seamless integrations.
Talkdesk is next-generation cloud-based call center software that helps you connect with your customers. The easy-to-use interface offers robust functionality with advanced features, comprehensive reporting and seamless integrations with 25+ business tools to empower sales and service teams to have personalized, effective conversations with customers. Learn more about Talkdesk

Features

  • Alerts/Escalation
  • IVR/Voice Recognition
  • Queue Management
  • Call Monitoring Software
  • Reporting/Analytics
  • Call Scripting
  • Call Recording Software
  • Campaign Management Software
  • Call Logging
  • Call Routing
  • Contact Management Software
  • Caller ID
GoToConnect Support Center gives supervisors and agents indispensable tools to improve the quality of customer interactions.
GoToConnect combines the power and reliability of Jive's cloud VoIP phone systems with GoToMeeting's web, audio and video conferencing into one simple, reliable and flexible solution. GoToConnect Support Center enhances GoToConnect by giving supervisors and agents indispensable tools to improve the quality of customer interactions. Learn more about GoTo Connect

Features

  • Alerts/Escalation
  • IVR/Voice Recognition
  • Queue Management
  • Call Monitoring Software
  • Reporting/Analytics
  • Call Scripting
  • Call Recording Software
  • Campaign Management Software
  • Call Logging
  • Call Routing
  • Contact Management Software
  • Caller ID
Cloud contact center platform with omnichannel routing, workforce management, digital experiences, and analytics and AI for CX.
NICE CXone is a cloud platform with native applications for ACD/IVR, omnichannel routing, workforce engagement management, knowledge management, digital and self-service channels, interaction analytics, and AI models for automation and continuous improvement. With NICE CXone, organizations can orchestrate every type of interaction—from voice and digital messaging to chatbots and social media—and deliver AI-driven experiences with Enlighten, proprietary AI developed specifically to optimize CX. Learn more about NICE CXone

Features

  • Alerts/Escalation
  • IVR/Voice Recognition
  • Queue Management
  • Call Monitoring Software
  • Reporting/Analytics
  • Call Scripting
  • Call Recording Software
  • Campaign Management Software
  • Call Logging
  • Call Routing
  • Contact Management Software
  • Caller ID
CallHippo is an Easy to Use Phone System while providing world-class support. It can be setup Instant and provide advanced reporting.
CallHippo is a modern Call Center software that helps you connect with your customers. CallHippo is easy-to-use while offering robust functionality with advanced features like Power Dailer and Automatic call distribution. Our Extensive reporting and seamless integrations empower sales and service teams to have effective conversations with customers. Providing World-Class support 24*7 and Accessible by desktop and mobile-app, CallHippo is trusted by over 5000 companies worldwide. Learn more about CallHippo

Features

  • Alerts/Escalation
  • IVR/Voice Recognition
  • Queue Management
  • Call Monitoring Software
  • Reporting/Analytics
  • Call Scripting
  • Call Recording Software
  • Campaign Management Software
  • Call Logging
  • Call Routing
  • Contact Management Software
  • Caller ID
ActivTrak helps organizations make data-driven decisions that optimize workforce investments.
ActivTrak’s workforce analytics help hybrid workplaces boost productivity and maximize results. The company’s scalable, cloud-native SaaS solution gives users visibility into people, processes and technology that mitigate risk and uncertainty. This includes ensuring workforce activity adheres to policies and expectations; improving team productivity and performance; and effectively allocating workforce investments. The solution boasts privacy-first analytics that exclude employees’ personal identifiable information and non-business activity from reporting. Based in Austin, Texas, ActivTrak is led by a team of software industry veterans. Learn more about ActivTrak

Features

  • Alerts/Escalation
  • IVR/Voice Recognition
  • Queue Management
  • Call Monitoring Software
  • Reporting/Analytics
  • Call Scripting
  • Call Recording Software
  • Campaign Management Software
  • Call Logging
  • Call Routing
  • Contact Management Software
  • Caller ID
India Local product
Agile CRM is a complete sales, marketing and service suite designed to let SMBs to sell and market like the Fortune 500.
Agile CRM Call Center Software - Call center CRM software helps your customer support team with powerful tools to close tickets faster, ensure customers are successful using your product. Features with advanced telephony integrations, Outbound calls, Inbound calls, Call routing, Help desk ticketing, Tag-based calling, Help desk groups, Call recording, Call notes, Call scripts, Call reports and many more. Learn more about Agile CRM

Features

  • Alerts/Escalation
  • IVR/Voice Recognition
  • Queue Management
  • Call Monitoring Software
  • Reporting/Analytics
  • Call Scripting
  • Call Recording Software
  • Campaign Management Software
  • Call Logging
  • Call Routing
  • Contact Management Software
  • Caller ID
Easy to set up, easy to use. Dialpad Call Center Software is feature-packed, affordable, secure, reliable, and backed by 24x7 support.
Easy to set up, easy to use. Affordable, feature-packed, cloud-based. Dialpad's call center software improves customer experience and agent effectiveness, resulting in better conversations. Monitor and coach agents from anywhere with robust analytics dashboards. Automate tasks and capture insights to save time. Improve CSAT, FCR, close tickets, and keep your customers happy. Use real time recommendations to boost agent confidence and give them answers they need to help customers in the moment. Learn more about Dialpad

Features

  • Alerts/Escalation
  • IVR/Voice Recognition
  • Queue Management
  • Call Monitoring Software
  • Reporting/Analytics
  • Call Scripting
  • Call Recording Software
  • Campaign Management Software
  • Call Logging
  • Call Routing
  • Contact Management Software
  • Caller ID
Cloud Contact Center with Practical AI- Inbound, Outbound, ACD, IVR, Predictive Dialer, Chat, Call Recording, and CRM Integrations.
Five9 is the all-in-one call center software that uses Practical AI to increase your team's effectiveness on the phone, web, email, chat and more. Use smart dialers to give your agents more time with live prospects. Get your customers to the right agent with intelligent routing. Use customer intent data to suggest the next best action to your agents. Analyze and report on performance in real-time. All with 24/7 customer support. See why 2000+ customer trust Five9. Learn more about Five9

Features

  • Alerts/Escalation
  • IVR/Voice Recognition
  • Queue Management
  • Call Monitoring Software
  • Reporting/Analytics
  • Call Scripting
  • Call Recording Software
  • Campaign Management Software
  • Call Logging
  • Call Routing
  • Contact Management Software
  • Caller ID
Twilio Flex provides businesses with a powerful, flexible, and easy-to-use contact center solution.
Twilio Flex gives companies complete control over how, when and what they deploy. Built on the trusted Twilio customer engagement platform that powers over a half million agents today, Twilio Flex helps businesses rapidly deploy tailored cloud contact centers free from the limitations of SaaS applications. Easily augment your existing contact center with remote agents, new channels, or an intelligent IVR and chatbot, or move your entire contact center to the cloud. Learn more about Twilio

Features

  • Alerts/Escalation
  • IVR/Voice Recognition
  • Queue Management
  • Call Monitoring Software
  • Reporting/Analytics
  • Call Scripting
  • Call Recording Software
  • Campaign Management Software
  • Call Logging
  • Call Routing
  • Contact Management Software
  • Caller ID
Call center software for customer-centric teams. Easily integrate with 100+ CRMs and other business tools to grow your business!
Aircall is the #1 Call Center Software and surfaces valuable context from your Helpdesk, CRM, live chat, and e-commerce software to anticipate customer needs on every call, helping you reduce wait times and boost rep efficiency. Sales Teams love the Click-to-Dial Features & Automatic Call Logging. Join 16,000+ companies that trust Aircall to strengthen their customer relationships with industry-leading call center features like: SMS, advanced call routing, IVR, analytics + more. Learn more about Aircall

Features

  • Alerts/Escalation
  • IVR/Voice Recognition
  • Queue Management
  • Call Monitoring Software
  • Reporting/Analytics
  • Call Scripting
  • Call Recording Software
  • Campaign Management Software
  • Call Logging
  • Call Routing
  • Contact Management Software
  • Caller ID
3CX is an all in one call center solution for calls & chats. Includes advanced call queues, reporting, recording, and CRM integration
3CX is an all-in-one call center solution to communicate with customers via voice, video & chat. Offers advanced queue strategies set to individuals or groups. Integrates with various CRMs & MS 365. Includes call recordings & reports. A single interface to answer customer live chat, facebook messages & SMS. Call work flows to eliminate time intensive tasks for agents. Accessible remotely with free mobile apps for iOS & Android. Can be deployed on premise or in the cloud. Get it for free! Learn more about 3CX

Features

  • Alerts/Escalation
  • IVR/Voice Recognition
  • Queue Management
  • Call Monitoring Software
  • Reporting/Analytics
  • Call Scripting
  • Call Recording Software
  • Campaign Management Software
  • Call Logging
  • Call Routing
  • Contact Management Software
  • Caller ID
Transform your customer experience with a simple communication solution that works effortlessly with your leading business tools.
Set up a complete call center in a few minutes using one simple, user-friendly platform — no technical expertise needed. Route calls to the right agents at the right time and increase your service levels. Access powerful analytics to reduce wait times, improve your workflow and team. Plus, we integrate with over 40 business tools so you can sync and access data from your CRM and most important tools. Learn more about Ringover

Features

  • Alerts/Escalation
  • IVR/Voice Recognition
  • Queue Management
  • Call Monitoring Software
  • Reporting/Analytics
  • Call Scripting
  • Call Recording Software
  • Campaign Management Software
  • Call Logging
  • Call Routing
  • Contact Management Software
  • Caller ID
Affordable, Easy and Reliable VoIP Phone System - Mobile Integration, Web & Video Conferencing and 40+ business critical features.
A long-time industry leader in VoIP, Vonage also provides business integrations and unified communications features that stack up well against the competition. Vonage Business Communications is a strong offering for SMB organizations looking for an entire unified communications platform that enables users to connect by voice, messaging, SMS, and video. The scalable solution helps companies deliver secure, global customer communications experiences to over 35 countries. Learn more about Vonage Business Communications

Features

  • Alerts/Escalation
  • IVR/Voice Recognition
  • Queue Management
  • Call Monitoring Software
  • Reporting/Analytics
  • Call Scripting
  • Call Recording Software
  • Campaign Management Software
  • Call Logging
  • Call Routing
  • Contact Management Software
  • Caller ID

Call Center Software Buyers Guide

What is call center software?

Call center software helps businesses run their call centers efficiently by managing inbound and outbound calls, recording customer complaints, monitoring customer experience, and tracking agent productivity. These solutions can be used in multiple departments.

While sales and marketing teams use call center solutions to make sales and promotional calls to clients, support teams use this software to address customer issues, resolve complaints, and even provide post-sales training. Call center systems not only facilitate communication and engagement via phone, but also through channels such as email, live chat, instant messaging, SMS, and social media.

Benefits of call center software

  • Enhanced agent productivity and efficiency: Call center solutions include robust features like automatic call distribution and rule-based escalation to help businesses handle calls efficiently, minimize idle time, and modulate call speed and wait times based on the number of available agents. Role-based assignment ensures that calls are routed to the most appropriate agents without delays. Overall, call center solutions help businesses improve operations and address more customer queries by maximizing time and resources.
  • Improved customer relations: Call center systems help businesses stay connected with their customers and deliver a more personalized and rewarding experience through multiple channels. Efficient customer service helps build customer trust, brand loyalty, and longevity.  

Typical features of call center software

  • Built-in telephony: Make phone calls from internet-enabled devices. 
  • Call routing: Distribute and assign calls to individual agents or queues based on pre-established criteria such as time, day, or agent availability.
  • Telephony integration: Integrate VoIP (Voice over Internet Protocol) services with existing telephone equipment.
  • Call logging: Collect, record, and analyze calls made from or received by a business over a specified period. Provide statistical information such as time and date, call frequency, call duration, and caller ID.
  • Call recording: Record inbound and/or outbound calls to a call center and maintain a central repository of all recordings for training and quality monitoring purposes.
  • Queue management: Receive calls from customers, create a call queue, and keep customers on hold until they are connected with a live agent.

Considerations when purchasing call center software

  • Type of deployment: Call center solutions are available through hosted, on-premise, and cloud-based deployment options. On-premise and hosted deployment options suit businesses looking for customizable call center solutions, but prove costly if only needed for a short time. While cloud-based software is relatively cheaper and can often be set up in a few hours, it requires a reliable, constant internet connection to function effectively. Users should compare the advantages and disadvantages of cloud-based and on-premise systems, and shortlist products accordingly.
  • Multichannel support: Call center software lets businesses manage communication across multiple channels—such as SMS, online messengers, email, live chat, and social media platforms—for low additional costs. But, requirements vary based on use cases. If your brand is built on social media, for example, you need social media management functionality. Alternatively, if your marketing, sales, or customer support strategy involves text messages, your business needs SMS support. Buyers should clearly identify their needs before beginning their software search, and ensure desired functionality is included before making a purchase.
  • Voice-based customer interactions will decrease in the next two years: Call centers are shifting from traditional call center software to contact center solutions that let them leverage other communication tools (such as email, SMS messages, social media, and live chat). Our research shows that while voice will remain a significant source of customer interactions, its usage will continue to decrease in the coming years as more and more businesses start leveraging digital channels.
  • Artificial intelligence (AI)-based conversational bots are picking up the pace in the small and midsize business (SMB) world: Voice- and text-based bots are effectively streamlining initial customer conversations. Our research found that 68% of small businesses are currently using or plan to use some type of conversational user interface technology within the next one to two years. When such interfaces are used, customers hear a robotic tone or message (instead of live agents) that collects their personal details and query type. The bot can then answer basic queries on its own, or route calls to the most suitable agent. This automation speeds up the entire call process, and frees agents to handle more complex queries.