Top 10 Call Center Software In 2018

All the modern businesses face a number of sources as well as kinds of communication, which can be used for a number of business benefits. A proper technology that the businesses can use for harnessing the multiple channels of communication is a Call Center Software. It is also known as the customer relationship management software that helps to rescue your business when numerous client requests start flooding in.

The call center management software is responsible for streamlining the day to day processes of your call center, which further helps in getting the best performance out of the team of agents that you have. It helps in synchronizing the tracking process, manage and route both the incoming as well as the outgoing calls, and route all the calls to an appropriate agent. It also helps in monitoring as well as recording the calls for quality assurance.

The call center monitoring software is extremely beneficial for the organizations as they help in enhancing customer service management easily. The software provides the managers of the organizations with numerous necessary details, which are required for creating numerous strategic plans as well as taking important decisions.

It also helps in boosting the productivity and efficiency of the team members. One of the most important benefits that it provides is an amazing customer experience, which is extremely important for all the businesses. In order to know about the top ten call center software that you can use for your organization, consider the list that has been coined by SoftwareWorld.

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    List of Best Call Center Software | Cloud Call Center Management Software Reviews

    1. Branch Messenger – Employee self-service platform for hourly workers

    About Branch Messenger : Branch is the world’s most seamless workforce management solution that offers artificially intelligent scheduling, shift flexibility and instant payments. Hundreds of thousands of hourly employees at Fortune 1000 enterprises already use Branch every day and as a result, enterprises are enjoying an increase in employee engagement and utilization and a decrease in turnover.

    Branch Messenger Call Center Features : Real-time Chat

    “I love that all you have to do is post the picture of the schedule and it will automatically list all the people working that day and it alerts everyone automatically. I think it is extremely convenient and I never miss a shift this way.” – Betsy V.

    Branch Messenger

    United States

    11 – 50

    2015

    $3.00/month/user

    Yes, get a free trial

    4.5

    556 Reviews

    4.7

    122 Reviews

    2. RingCentral – The full-featured cloud business communications solution

    About RingCentral : RingCentral, Inc. (NYSE: RNG) is a global provider of cloud enterprise unified communications and collaboration solutions. More flexible and cost-effective than legacy on-premise systems, RingCentral empowers today’s mobile and distributed workforces to be connected anywhere and on any device through voice, video, team messaging, collaboration, SMS, conferencing, online meetings, contact center, and fax.

    RingCentral Call Center Features : Blended Call Center, Call Logging, Call Recording, Call Scripting, Campaign Management, Escalation Management, Inbound Call Center, Interactive Voice Response, Manual Dialer, Outbound Call Center, Predictive Dialer, Progressive Dialer, Queue Management, Real-time Chat, Reporting/Analytics

    “Ringcentral meetings give us the opportunity to connect with our clients in an effective way. Also, it s great to use inside our company to connect our offices over the world. Ringcentral also offers you the opportunity to share your screen so everyone in the meeting can see your presentations.” – Guiliana T.

    RingCentral

    United States

    1001 – 5000

    2003

    $19.99/month/user

    Yes, get a free trial

    4.0

    507 Reviews

    3.9

    217 Reviews

    3. InfoFlo– All-in-One CRM Software Solution

    About InfoFlo : Infoflo’s easy to use software is all about managing relationships with your customers and contacts. It is a fully integrated contact, relationship, ?email, calendar, document & task management solution. Its special features include document archiving, collaboration, along with all the popular contact management software options.

    InfoFlo Call Center Features : Blended Call Center, Call Logging, Call Recording, Campaign Management, Escalation Management, Inbound Call Center, Interactive Voice Response, Manual Dialer, Outbound Call Center, Progressive Dialer, Queue Management, Real-time Chat, Reporting/Analytics

    “Works well, simple to use, with a pipeline forecasting $ opportunity that works well. Integration with emails and calendar so tasks are always visible. To find a person quickly by their name or a company or category, especially with the search my computer function, making sales and managing customers very manageable.” – Greg W.

    InfoFlo Solutions

    Canada

    11 – 50

    2002

    Not provided by vendor

    Yes

    4.5

    62 Reviews

    4.6

    71 Reviews

    4. VICIdial – Open source call center software with predictive dialer

    About VICIdial : VICIdial is an enterprise class, open source, contact center suite in use by many large call centers around the world. It has over fourteen thousand(14,000) registered installations in over 100 countries around the world. The official releases of VICIdial have been downloaded over twenty five thousand(25,000) times in the last year alone. VICIdial has a full featured predictive dialer.

    VICIdial Call Center Features : Blended Call Center, Call Logging, Call Recording, Call Scripting, Campaign Management, Inbound Call Center, Interactive Voice Response, Manual Dialer, Outbound Call Center, Predictive Dialer, Progressive Dialer, Queue Management, Real-time Chat, Reporting/Analytics

    “It’s an inexpensive solution which allows complete management of any outbound campaign. It’s fully customizable which makes it really appealing, you can have different campaigns and different strategies to call. If you don’t have too much money to invest, this is your best choice.” – Juan Carlos M.

    Vicidial Group

    United States

    11 – 50

    2007

    Not provided by vendor

    Yes, get a free trial

    5.0

    155 Reviews

    4.3

    8 Reviews

    5. uContact – Beautiful Contact Center Solution – Omnichannel – All in One

    About uContact : uContact is beautiful and true “All in One” Contact Center solution. It allows you to offer the best experience to your clients, in every interaction, through any channel with just one software platform. uContact includes ACD, recording, dialers, CRM, quality, call reporting, social networks (Facebook & Twitter), live monitoring, IVR, SMS, Web Chat, Video Call, Gamification and many others features.

    uContact Call Center Features : Blended Call Center, Call Logging, Call Recording, Call Scripting, Campaign Management, Escalation Management, Inbound Call Center, Interactive Voice Response, Manual Dialer, Outbound Call Center, Predictive Dialer, Progressive Dialer, Queue Management, Real-time Chat, Reporting/Analytics

    “It easily adapts to the needs of the client or at least it was my experience, very easy to use and also has the support of the customer service team that provides a good service. It is simple to maintain and operate” – Yessika C.

    Integra CCS

    Uruguay

    51 – 200

    2008

    Not provided by vendor

    Yes

    5.0

    20 Reviews

    5.0

    3 Reviews

    6. CrazyCall – Cloud telephony for sales

    About CrazyCall :  CrazyCall is a cloud-based app that helps contact centers and sales teams boost performance of their outbound and inbound projects. Easy to install, CrazyCall requires no download or technical skills. Start making and receiving calls directly in your browser within minutes of creating your account. With our automatic dialer you no longer need to dial numbers manually. You can also set rules to efficiently manage your outbound & inbound queue or reschedule calls automatically.

    CrazyCall Call Center Features : Blended Call Center, Call Recording, Call Scripting, Campaign Management, Escalation Management, Manual Dialer, Outbound Call Center, Progressive Dialer, Queue Management

    “Good sound quality. In a job where the flames are endless CrazyCall has been very helpful, from being able to record calls in an orderly manner, to keep track of the cases that we have both in favor and negatively, this application has managed to improve our performance and increase our quality of service.” – Karla L.

    CrazyCall

    United States

    11 – 50

    2014

    $10.00/month/user

    Yes, get a free trial

    5.0

    29 Reviews

    4.6

    7 Reviews

    7. Shelf– Knowing Made Easy

    About Shelf : Shelf is an award winning contact center and help desk knowledge management platform with advanced AI and the best search in the industry. Used by organizations like Google, Amazon and Nielson, Shelf was designed by a Harvard knowledge management expert and data scientist for best in class search and organization. Unlike other knowledgebase platforms, Shelf offers pinpoint accurate document search, AI automation for maintenance and powerful analytics. Contact us to speak with a consultant.

    Shelf Call Center Features : Reporting/Analytics

    “We were searching for a archiving solution that would package our company’s offline and online resources (designs, documents, ideas, etc.) into a value add, easy to find, easy to use tool for our customers. Shelf provided the exact solution. ” – Jackson D.

    Shelf

    United States

    11 – 50

    2015

    $99.00/month

    Yes, get a free trial

    5.0

    41 Reviews

    3.0

    1 Reviews

    8. CallCenterNOW – Cloud-based call center solution for SMBs

    About CallCenterNOW : ChaseData’s cloud based Call Center Solution offers leading edge technology and value for call centers with 5 or more agents. Superior performance, customer service, and user friendly interfaces make ChaseData the clear choice for your business needs. Outbound predictive dialing, queued progressive dialing and managed preview dialing are combined in one powerful software suite which easily integrates with a multitude of third party applications.

    CallCenterNOW Call Center Features : Blended Call Center, Call Logging, Call Recording, Call Scripting, Campaign Management, Escalation Management, Inbound Call Center, Interactive Voice Response, Manual Dialer, Outbound Call Center, Predictive Dialer, Progressive Dialer, Queue Management, Real-time Chat

    “Nailed it! I’ve been using this system for about a year now and can say after a full year’s cycle the benefits of this dialing system far outweigh any others I have reviewed.” – Ted Manikas

    ChaseData

    United States

    11 – 50

    1996

    $89.00/month/user

    Yes, get a free trial

    5.0

    107 Reviews

    0.0

    0 Reviews

    9. VCC Live – All-in-one Contact Center cloud-based software

    About VCC Live : VCC Live provides innovative cloud-based contact center solutions that empower our clients to provide the best customer experience. With VCC Live®’s software, contact centers can handle a full spectrum of incoming and outgoing services – through Phone, Email, SMS, Chat and Social Media. We are a global company doing business in more than 52 countries, providing telecom coverage in more than 150 countries, and reliable services for more than 7000 users worldwide.

    VCC Live Call Center Features : Blended Call Center, Call Logging, Call Recording, Call Scripting, Campaign Management, Escalation Management, Inbound Call Center, Interactive Voice Response, Manual Dialer, Outbound Call Center, Predictive Dialer, Progressive Dialer, Queue Management, Real-time Chat, Reporting/Analytics

    “Integration possibilities, like embed browser, gave us an opportunitiy to integrate our CRM web application in to VCC. This integration provide us to deploy only VCC software at our Call Centre Agents or Home Agents. No other software (CRM) installation needed beacuse it is integrated to VCC.” – Tamas N.

    VCC Live

    Hungary

    51 – 200

    1999

    $55.00/month/user

    Yes, get a free trial

    5.0

    21 Reviews

    0.0

    0 Reviews

    10. Zingtree – Build your own question & answer style troubleshooters

    About Zingtree : Zingtree is an online toolkit for creating interactive decision trees and troubleshooters, which empowers companies to give their customers a quick, efficient way of getting answers quickly. With a Zingtree troubleshooter embedded on a client’s web site, customers, support techs and product managers all benefit. Customers answer questions in a simple Q&A format, which in many cases leads to a problem solution. If a problem can’t be solved, support technicians get a full history of the Zingtree session with an email or Zendesk ticket, which eliminates a lot of back-and-forth.

    Zingtree Call Center Features : Blended Call Center, Call Scripting, Inbound Call Center, Outbound Call Center

    “Positive from every perspective! Platform is EXTREAMLY simple to design, implement, manage and scale. In the rare case we had a question, the support team responded very quickly to provide assistance. The team is also very eager to help solve new business problems by adding new functionality to the platform.” – Doug S.

    Zingtree

    United States

    02 – 10

    2014

    $79.00/month

    Yes, get a free trial

    4.5

    90 Reviews

    0.0

    0 Reviews

     

    Get Quick Comparison of Top Call Center Software

    Call Center Features Branch Messenger RingCentral InfoFlo VICIdial uContact CrazyCall Shelf CallCenterNOW VCC Live Zingtree
    Price $3.00/ month/user $19.99/ month/user Not provided by vendor Not provided by vendor Not provided by vendor $10.00/ month/user $99.00/month $89.00/ month/user $55.00/ month/user $79.00/month
    Blended Call Center                
    Call Logging            
    Call recording              
    Call Scripting              
    Campaign Management              
    Escalation Management            
    Inbound Call Center              
    Interactive Voice Response            
    Manual Dialer              
    Outbound Call Center                
    Predictive Dialer          
    Progressive Dialer              
    Queue Management              
    Real-time Chat              
    Reporting/Analytics