The 10 Best Call Center CRM Software & Tools 2022 (Free & Paid)

Though the industries use CRM software, you would hear more about a call center CRM systemin the BPO industry. Call center CRM tools provide call center companies with relevant & real-time information, helping the call center executives or the agents to obtain a single view of the customers, which improves their efficiency & offers a personalized user experience through various marketing channels. A good marketing CRM software would be economical & cost-effective for an organization, accompanied by other benefits like the customer-centric, single window for all operations, boosting your sales & productivity, organization of data in a single platform, handling the customer interactions effectively, increased user experience, long-term profitability, and customer retention. Are you running a call center, burdened with the responsibility to interact with the clients directly to ensure their delight? Well, it is time for you to surf the list of CRM software for call centers & make the right decision.

best-call-center-crm-software

What are the Best Call Center CRM Systems & Tools 2022?

» Our score is based on user satisfaction (reviews & ratings), social media buzz, online presence, and other relevant information. If your software is part of this list, use this badge on your website and social media to let your readers know about your success.

Best CRMs For Call Center | Top Call Center CRM Systems & Tools Reviews

Pipedrive-best-crm-logo

1. Pipedrive – Best CRM for Call Center

Our Score 98/100

About Pipedrive: Pipedrive is the best CRM software for any sized business. With a clear dashboard, easy-to-use features, and an expansive library of integrations with other apps, it’s the perfect CRM for anyone who wants to be more productive with their business strategies. Pipedrive provides the easiest way to manage your business and customer relationships. With its intuitive interface, advanced filtering tools, and powerful reporting capabilities, this CRM eliminates a lot of the hassles that come with keeping up with current opportunities.

Pipedrive Features: Call Routing, Call Monitoring, Call Recording, Call Logging, Workflow Automation, Customer Behavior Tracker, Activity Tracker, Task Management, Telephony, Predictive Dialer, Omnichannel, Call Scripting, Internal Collaboration, SLA management, Sentiment Analysis, Calendar/Reminder System, Lead Management, Segmentation, Contact Management, Interaction Tracking, Task Management, Document Storage, Internal Chat Integration

“Using Pipedrive’s CRM is one of the best decisions we’ve ever made. We’ve seen our annual revenue explode, and the outlook just keeps getting sunnier” – Mitchell Workman

Pipedrive Reviews

Pipedrive

United Kingdom

501 – 1000

2010

$15.00 /month

Yes

4.5

2440+ Reviews

4.2

1500+ Reviews

Five9 Best Call Center CRM System

2. Five9 – Top Call Center CRM Software & Solutions by Five9

Our Score 98/100

About Five9: Customer frustration arises from repeating information multiple times, and agents have trouble communicating between systems. Fortunately, automated Customer Relationship Management (CRM)-based call center CRM software like Five9 has changed everything. With Five9, you can improve the performance and accountability of your contact center. The CRM integrates with your platform to increase sales, customer service, and relationship management. Five9’s cloud-based inbound call center software allows you to provide exceptional customer service.

Five9 Features: Call Routing, Call Monitoring, Call Recording, Call Logging, Workflow Automation, Customer Behavior Tracker, Activity Tracker, Task Management, Telephony, Predictive Dialer, Omnichannel, Call Scripting, Internal Collaboration, SLA management, Sentiment Analysis, Calendar/Reminder System, Lead Management, Segmentation, Contact Management, Interaction Tracking, Task Management, Document Storage, Internal Chat Integration

“We want to provide first contact resolution. We’ll make sure we can handle any questions, any sales calls, anything, at the moment they call in, or the channel they message us in. We really found a partner in Five9.” – Dillon Jensen

Five9 Reviews

Five9

United States

1001 – 5000

2001

Not provided by vendor

No

4.2

420+ Reviews

3.9

330+ Reviews

Freshsales Best Call Center CRM Tool

3. Freshsales – Close deals faster with Freshsales Call Center CRM software

Our Score 98/100

About Freshsales: Freshsales CRM is a sales CRM designed to be used with Gmail and Google Calendar. It helps you keep in touch with your prospects and manage your meetings from Gmail. Freshsales CRM is integrated perfectly into Gmail, which means you can use all the features of Gmail without having to switch to an additional window or program when checking emails. You can also manage your contact details and create sales campaigns and reminders with the help of Gmail and Google Calendar.

Freshsales Features: Call Routing, Call Monitoring, Call Recording, Call Logging, Workflow Automation, Customer Behavior Tracker, Activity Tracker, Task Management, Telephony, Predictive Dialer, Omnichannel, Call Scripting, Internal Collaboration, SLA management, Sentiment Analysis, Calendar/Reminder System, Lead Management, Segmentation, Contact Management, Interaction Tracking, Task Management, Document Storage, Internal Chat Integration

“As soon as we were given a demo of Freshsales, we knew it would resolve some of our most pressing sales challenges, to begin with. In fact, after a short set-up period and minimal training, we were able to hit the ground running from Day 1. And it hasn’t disappointed till today.” – Jean-Philippe Thiery

Freshsales Reviews

Freshworks

United States

1001 – 5000

2011

Not provided by vendor

Yes

4.6

500+ Reviews

4.6

990+ Reviews

Zoho CRM - Best CRM Software for Call Center

4. Zoho CRM – An entire Call Center, right within your browser.

Our Score 98/100

About Zoho CRM: Zoho CRM is a cloud-based platform that helps you organize your business and track your projects. It comes with a variety of features; this CRM has made it possible for anyone, regardless of their experience or level in their field, to manage their business effectively without having to worry about anything else. Zoho CRM offers numerous features to manage sales and business where you can find process management, sales enablement, sales forecasting, marketing automation, customization, team collaboration, etc.

Zoho CRM Features: Call Routing, Call Monitoring, Call Recording, Call Logging, Workflow Automation, Customer Behavior Tracker, Activity Tracker, Task Management, Telephony, Predictive Dialer, Omnichannel, Call Scripting, Internal Collaboration, SLA management, Sentiment Analysis, Calendar/Reminder System, Lead Management, Segmentation, Contact Management, Interaction Tracking, Task Management, Document Storage, Internal Chat Integration

“With Zoho CRM, we experienced a 65% increase in our sales pipeline. We also managed to reduce our lead to real prospect time by 60%, which is huge. I would definitely recommend Zoho CRM to companies that are experiencing complexity with sales and marketing and witnessing rapid growth.” – K.C Watson

Zoho CRM Reviews

Zoho

United States

5001 – 10000

1996

Not provided by vendor

Yes

4.3

5000+ Reviews

4.0

2200+ Reviews

Bitrix24 CRM - Free CRM Software for Call Center

5. Bitrix24 CRM – Free Cloud CRM Software for Call Centers

Our Score 98/100

About Bitrix24 CRM: Bitrix24 CRM is a web-based CRM software marketed as an all-inclusive solution that can be used by small and large enterprises. It can customize its interface to specific business needs. Bitrix24’s users have access to a suite of powerful CRM tools and other publishing and collaboration options for personal and business use. It features social media & email marketing technology that enables users to build trusting relationships and track their interactions.

Bitrix24 CRM Features: Call Routing, Call Monitoring, Call Recording, Call Logging, Workflow Automation, Customer Behavior Tracker, Activity Tracker, Task Management, Telephony, Predictive Dialer, Omnichannel, Call Scripting, Internal Collaboration, SLA management, Sentiment Analysis, Calendar/Reminder System, Lead Management, Segmentation, Contact Management, Interaction Tracking, Task Management, Document Storage, Internal Chat Integration

“Bitrix24 CRM is an excellent tool for improving interaction with your customers, as it includes instruments for creating reports and analyzing sales and marketing campaigns, so that you can gain a clear insight into your company’s results and know whether or not your efforts are paying off.” – Üwen Ergün

Bitrix24 CRM Reviews

Bitrix

United States

51 – 200

1998

$61.00 /month

Yes

4.1

500+ Reviews

4.1

400+ Reviews

Blitz CRM System for Call Center

6. Blitz – A Call Center CRM Software that works with your business

Our Score 98/100

About Blitz: Call center CRM software like Blitz helps businesses improve customer service, reduce attrition, and streamline processes. By automating day-to-day tasks, including intelligent automation of sending emails, scheduling reminder calls, and asking for referrals, Blitz helps business owners save time, stay on top of staff schedules, and effectively mentor their teams through intelligent automation.

Blitz Features: Call Routing, Call Monitoring, Call Recording, Call Logging, Workflow Automation, Customer Behavior Tracker, Activity Tracker, Task Management, Telephony, Predictive Dialer, Omnichannel, Call Scripting, Internal Collaboration, SLA management, Sentiment Analysis, Calendar/Reminder System, Lead Management, Segmentation, Contact Management, Interaction Tracking, Task Management, Document Storage, Internal Chat Integration

“Blitz has been a lifesaver in our agency. Our sales staff can stay on top of all their leads. We have automated emails and scheduling that makes follow up more efficient. We could never reach out to all of our recontacts and requotes at renewals without the assistance of Blitz.” – Beverly Wybersky

Blitz Reviews

Double A Solutions

United States

11 – 50

2003

$35.00 /month

No

4.7

50+ Reviews

0.0

00+ Reviews

Voicent CRM - Top Call Center CRM Software

7. Voicent CRM – Effortless Call Center CRM Powered by Communications Tools

Our Score 98/100

About Voicent CRM: Effortless call center CRM software is empowered by the tools of communication that helps in managing customers and controlling the processes of business. Predictive dialer, auto dialer, outbound call center, inbound call center, blended call center, workflow automation, gateways, text surveys, Flex PBX, and text marketing are some of the services provided by Voicent CRM software to its clients.

Voicent CRM Features: Call Routing, Call Monitoring, Call Recording, Call Logging, Workflow Automation, Customer Behavior Tracker, Activity Tracker, Task Management, Telephony, Predictive Dialer, Omnichannel, Call Scripting, Internal Collaboration, SLA management, Sentiment Analysis, Calendar/Reminder System, Lead Management, Segmentation, Contact Management, Interaction Tracking, Task Management, Document Storage, Internal Chat Integration

“Auto Dialer works perfectly for political campaigns! I have been using Voicent Auto Dailer for the past 4 month for my Mayoral Race in the City of East St Louis, IL, This program has been amazing, it is easy to use and operate. Some of my favorite features of this program are the ability to import, export numbers, and cleaning of the calling list.” – Courtney Hoffman II

Voicent CRM Reviews

Voicent Communications

United States

11 – 50

2001

$385.00

Yes

5.0

10+ Reviews

0.0

00+ Reviews

Kapture CRM - Best Call Center CRM System

8. Kapture CRM – Contact Center for resolving every problem across all channels

Our Score 98/100

About Kapture CRM: Kapture CRM is a time management and invoicing solution that helps businesses run smoothly. It includes email marketing, website creation, and project management to help users across industries increase their productivity. Kapture CRM’s website-creation tool allows users to build professional websites, with real-time analytics built in. It also includes a customizable invoicing system that provides customers with a streamlined experience. The platform includes a time-tracking feature that allows users to analyze which projects are costing them the most time.

Kapture CRM Features: Call Routing, Call Monitoring, Call Recording, Call Logging, Workflow Automation, Customer Behavior Tracker, Activity Tracker, Task Management, Telephony, Predictive Dialer, Omnichannel, Call Scripting, Internal Collaboration, SLA management, Sentiment Analysis, Calendar/Reminder System, Lead Management, Segmentation, Contact Management, Interaction Tracking, Task Management, Document Storage, Internal Chat Integration

“Choosing Kapture CRM has proven to be a real game-changer for us. We have experienced ease and convenience in lead management ever since we switched to Kapture for our internal needs. Scheduling appointments and following through on them has gotten a lot simpler now. We are truly grateful for a system that makes doing business seem highly effortless.” – Charles Williams

Kapture CRM Reviews

Adjetter Media

India

201 – 500

2011

$19.00/month

Yes

4.2

30+ Reviews

4.3

100+ Reviews

EngageBay CRM Tools for Call Center

9. EngageBay – Call Center CRM for Startups and Small Businesses

Our Score 98/100

About EngageBay: EngageBay CRM lets you create and customize customer records, set up standard operations for ongoing engagements, and track the performance of any meeting. The CRM system also helps you future-proof your business by integrating with other platforms. EngageBay CRM offers a comprehensive solution to your customer relationship management needs. It allows marketers to focus on the customers they want while ensuring all relevant information from their own company is collected, stored, and organized in one place.

EngageBay Features: Call Routing, Call Monitoring, Call Recording, Call Logging, Workflow Automation, Customer Behavior Tracker, Activity Tracker, Task Management, Telephony, Predictive Dialer, Omnichannel, Call Scripting, Internal Collaboration, SLA management, Sentiment Analysis, Calendar/Reminder System, Lead Management, Segmentation, Contact Management, Interaction Tracking, Task Management, Document Storage, Internal Chat Integration

“EngageBay has everything I need when it comes to managing customer relations and sales activities. The features I most frequently use are automation for sending emails, managing sales, and marketing automation. Plus, having a built-in live chat and help desk tool makes it really easy to engage with customers.” – Hongkiat Lim

EngageBay Reviews

EngageBay

United States

11 – 50

2016

Not provided by vendor

Yes

4.6

300+ Reviews

4.6

150+ Reviews

Agile CRM System for Call Center

10. Agile CRM – Best Call Center CRM Software on Cloud

Our Score 98/100

About Agile CRM: Agile CRM is cloud-based CRM software aiming to improve marketing services by integrating sales, social media, and marketing within our central management system. The CRM tool supports 50 plug-ins and integrations with different applications and websites. It easily imports contacts and offers gamification, which helps in workflow management. You can easily schedule appointments, manage projects, and build a landing page within no time. It’s the best CRM for marketing your business.

Agile CRM Features: Call Routing, Call Monitoring, Call Recording, Call Logging, Workflow Automation, Customer Behavior Tracker, Activity Tracker, Task Management, Telephony, Predictive Dialer, Omnichannel, Call Scripting, Internal Collaboration, SLA management, Sentiment Analysis, Calendar/Reminder System, Lead Management, Segmentation, Contact Management, Interaction Tracking, Task Management, Document Storage, Internal Chat Integration

“I’ve used Agile CRM since 2015. The marketing automation features are powerful and so much better for handling advanced email campaigns than other CRM SaaS solutions. The awesome landing page and web form designers are just the cherries on top. Great SaaS software at a really great price!” – Paul Hansen

Agile CRM Reviews

Agile CRM

India

51 – 200

2012

Not provided by vendor

Yes

4.1

400+ Reviews

4.0

300+ Reviews

Call Center CRM Software’s Buyer’s Guide

» What is Call Center CRM software?

Call Center CRM (Customer Relationship Management) Software is a tool that automates the functions of a call center enabling making, receiving, and tracking calls and providing dedicated features for having a complete view of customer/lead information, largely improving the customer service experience.

Call centers have a crucial job of handling huge numbers of customer demands in real-time which is a major driving force behind the progress of a business. Thus it is imperative that they stay at the top of their game. Call Center CRM software ensures agents are fully equipped while serving a customer by getting them quick access to customer history. This attracts and retains customers while increasing business revenues. Call Center CRM software generally has a set of basic and specific functionalities suited to varied needs. This buyer guide will help navigate your way through everything you need to know about Call Center CRM software.

» How is Call Center CRM software used?

Call Center CRM providers generally offer desktop software that integrates with the existing call center technology or it can be deployed as a unified Software offering both services together. It helps agents provide personalized and quality service across voice, web, and social channels.

» What are the differences between CRM and call Center CRM software?

CRM system is a unified platform to store and manage all kinds of data regarding leads, prospects, clients, and customers. From creating customer profiles, and dashboards, and providing detailed information on customer activity, to powerful, personalized, marketing and analytics tools, CRM gives a comprehensive and consistent view of the whole customer lifecycle. It essentially assists you in deploying different marketing strategies, analyzing their consequences and helping reach business goals by boosting customer engagement.

Call Center CRM Software on the other hand, along with doing a CRM software’s job, as mentioned above, like keeping a track of customer interaction, creating detailed customer profiles, etc. It can make, receive and record any number of calls, for any kind of purpose, routes calls, generates IVR responses, helps in inbound/outbound call center campaigns and maintains a smooth, constant communication system with the customers.

» What are the features of Call Center CRM Software?

CRM Software for Call Centers comes with an array of valuable features. Some essentials of them that an ideal Call Center CRM Software must have-

› Inbound and Outbound Call management

Easy answering of inbound calls and placing a call to prospects. Calls can be automatically captured through incorporated applications and made by leveraging contact records quickly. Click-to-dial and screen-pop functionality are must-haves for this.

› Auto dialer

Auto dialing features, where mass outbound calls can be made with progressive, predictive, and preview dialers that connect agents with live calls easily. It saves a lot of time and potentially triples the conversions per day.

› Lead management

Identifying and tracking leads and prospects. This ensures easy scheduling of follow-up emails, and reminders, understanding of the lead’s behavior, and setting up the next action accordingly.

› Automatic Call distribution

An automatic call distributor makes the call await in a queue until an agent becomes available and instantly distributes it to the workforce based on various evaluating factors like skillset, customer type, and performance metrics.

› IVR integration

An IVR (Interactive Voice Response) feature handles customers in the initial phases of calls and collects relevant information about them. It also completes tasks like paying bills or attending the general queries. IVR system helps easily manage the sheer volume of calls that can be received.

› Detailed customer history

The Call Center CRM program is able to show detailed customer history regarding previous purchases, preferences, and time spent on the website, and other relevant activities that facilitate the agents for providing a more customized experience to the customers, leading to customer satisfaction.

› Analytics and reports

Capturing information on call trends, agent interaction, agent performance metrics, number of conversions made and tickets closed, day-to-day sales trends, and generating real-time reports on them. This helps management understand the sales pipeline and make strategic decisions.

› Call record management and reminder calls

Keeping a track of calls by recording all inbound and outbound calls made, recording missed calls, and voice notes, managing tickets, and maintaining a transparent system throughout. It also sets reminders for follow-up calls which is important for demonstration of prompt service.

› Call scripting

A call scripting feature picks up important keywords from call records and provides solutions based on customers’ common queries. It helps agents easily and quickly handle customers with similar concerns and managers to set certain rules for sales calls to follow.

› Integration with other business tools

Call Center CRM integrates with other business tools and customer support tools for workflow automation and maximum productivity in less time.

› Cloud-based calling

Cloud-based call center CRM software has a Voice over Internet Protocol in which the communication system runs through the internet. It is much more low-maintenance and cost-effective.

› Multi-channel support

Call center CRM software can also offer integration with your other communication channels like social media and email. This ensures a smooth and consistent customer experience.

» What are the benefits of Call Center CRM Software?

With a rising customer base and business growth, it becomes necessary to adapt to technologies that reduce the administrative burden and fosters great relationships with customers. Deploying the best CRM for Call Center can bring forth many benefits that improve business performance in the long run, such as-

› One-stop solution for customer’s data

Call Center CRM works as a centralized database that stores accurate and detailed customer information. This improved data access gives agents a clear and organized idea about a customer at their fingertips while communicating, enabling them to establish a prompt, thorough, and smooth conversion.

› Marketing strategies planning

CRM software offers all kinds of analytics and reporting tools backed by real-time data to identify trends, and sales patterns and understand the whole pipeline so that management can analyze and set goals for the future.

› Greater accountability

With a CRM system for call centers, agents and employees across departments are much better informed and have improved communication between themselves. Therefore they take responsibility and manage their duties more effectively.

› Employee Evaluation

Call center CRM software is an excellent tool to track the performance and productivity of your workforce, that too automatically. This helps with identifying top performers and any potential training opportunities.

› Overall increased efficiency

Due to its seamless integrations and workflow automation, employees can better optimize the data and focus more on increasing sales rather than delving into manual routine tasks in a much lesser turnaround time.

› Reduced Costs

Better efficiency inevitably translates into reduced costs and resources for companies. They are better adapted to providing value without investing unnecessary time and labor.

› Exceptional customer experience

Because agents are delivering superior customer experience and meeting their demands efficiently with the aid of Call Center CRM software, a greater brand value is established among customers. A relationship of trust and loyalty builds and it eventually helps tremendously in customer retention and driving more sales than ever.

» How to choose the best call center CRM software?

There is a lot to consider when choosing the best Call Center CRM software. It should meet your unique business needs and cater to your individual ways of serving customers. You don’t want to invest in a call center CRM technology and then discover it is not adequate for your specific needs. For starting, make the most out of the free trial period and take a deep understanding of the software. Here are some suggestions on what to look for while selecting a Call Center CRM for your company-

› Real-time data

In a report by International Customer Management Institute, it was published that customer agents with accurate knowledge of customers are able to increase first call resolution (FCR) by almost 50%. No matter what channel you are using, CRM software should give you real-time operational metrics which is essential for promptly addressing customer concerns.

› Integrations

Making sure that your Call Center software integrates seamlessly with your existing tools and technology is very important for smooth operations. It should be flexible to connect with any networking, marketing, accounting, or any other software.

› Efficient call routing

Right-call distribution is also important as it reduces customer wait time, and addresses the query by a better-skilled individual which translates into higher customer satisfaction.

› Security and Compliance

Look for a company that is GDPR compliant to avoid any kind of data breach and best privacy practices. After all, customers should be comfortable enough to share their information over a phone call.

› Deployment time and usability

Implementing the call center CRM should not take long. Most software does not take longer than a few days after initial planning, few can even go live within hours. The software also should be easy to navigate with a clear and intuitive interface. You can also take feedback on this from the agents while the trial period lasts.

› New market trends in technology

New trends in call center CRM programs like multi-channel support, virtual queuing, and speech/text analytics should also be considered to stay at the top of the game.

› Training

The Call Center CRM software itself should offer round-the-clock assistance, help guides, and post-implementation support that is more geared toward agents. Consider the option of an offsite/onsite training package for maximum outcomes.

» How much does Call Center CRM Software cost?

Globally, businesses and companies having 50-100 employees use 79 different SaaS applications on average. Thus, planning a thorough budget and calculating return on investment becomes essential before implementing this software. Without Call Center CRM software, most call centers would not be able to perform the way they do, considering the huge volume of contacts, calls, and data they deal with. Call center CRM software comes at a wide price range, with flexible and affordable pricing that will fit no matter what your needs and budget are.

The prices mostly depend on the size and type of call center involved. Some offer a basic plan with some built-in features for free, and then you can add up more advanced features according to your need and suitability. They are priced on a, per agent, per month or a combined per agent/per month basis. Free trials and different pricing packages are available depending on different software providers. While open source Call center CRM software comes with no subscription costs, a cloud-based one comes with monthly billing plans.

On average a Call Center CRM is priced at roughly -

    • Starting from as low as $15 per user per month to $99 per user per month. Or,
    • $500 per month to $2300 per month.
» What type of buyer are you?
    • This is important to evaluate because different types of buyers will need different kinds of solutions.
    • Small businesses could do with a standard phone system.
    • Outbound call centers will definitely need a full-fledged Call Center CRM system.
    • Inbound call Centers on the other hand can work with a customer service system.
    • Virtual contact centers might opt for a system that offers mobile apps and smartphone adaptation.
» Conclusion

Every call counts when you are working in the Call Center industry. The whole course of your business depends on whether you are successful in selecting the right one amongst the hundreds of Call Center CRM software available. Identifying your own requirement, understanding the different functionalities, and then opting for the right Call center CRM software is a monumental task and no easy feat. It needs months of strategic planning and hard work. Being clear about future goals and desired outcomes becomes pivotal here.

By following this guide, you will be able to evaluate internal needs and conduct an organized hunt for the one which offers the best outcomes and suits you best. Lastly, the right Call Center CRM should comply with your brand value and culture. Hope this guide will ease and simplify your selection process.