Top 10 Call Center Software In 2019

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 : The Branch Messenger software has been ideally designed for business organizations that need to manage three to four employee shifts. It is cloud-based tracking software that keeps an account of hourly work shifts of employees, allocates work, plans and organizes the shifts and also helps in interacting with the employees. It assists managers in creating digital calendars; employees also get alerted of any change in their schedule instantly.

    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 Reviews

    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 is cloud-based software that provides business organizations with tools for communication through fax, voice, text, and video. Some of the main features of the software are auto-recording, unlimited calling- both long distance and local and conferencing. Employees can use this software to remain connected through multiple devices like desktops, laptops, tablets, and mobile phones. It has integrated with applications like Dropbox, Google Docs and Salesforce.

    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 Reviews

    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 is integrated CRM software that helps in computer telephony integration, marketing, and sales automation, contact management, and customer support. Users can access it online and also install it on-premise. It helps in creating a CRM for clients that suit the needs of the companies and also its size. It can be used by B2B companies that can be mid-sized or small in industries like healthcare, real estate etc.

    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 Reviews

    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 a cloud-based and open-source contact center software that suits the needs of call centers that are small or large sized across different industries. The main features include email-integration, recording of online chats and calls, inbound and outbound calling and call routing. It can combine both inbound and outbound phone calls along with inbound email and chat in customer website in a single interface that is web-based.

    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 Reviews

    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 a robust contact center software that helps business organizations in delivering optimum service and experience to their clients whenever there is a contact point through multiple communication channels. It offers you all the services in a single and uniform software. It has integrated with reputed telephony technologies like Visual Designer IVR, SIP and many more. It helps in managing the workforce and relationship with customers.

    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.

    uContact Reviews

    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 calling application for call centers and professionals related to sales. You can access it through your browser and avoid installation or complex billing. It helps you in organizing and managing sales, reduces costs, controlling the quality of calls, automating and integrating campaigns related to telesales. It assists you in website conversions. Other features include call scripting, call recording, manual dialer, and queue management.

    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 Reviews

    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 cloud-based software for managing content and digital knowledge. It suits the needs of businesses of all sizes in finding, sharing and organizing content. Its main features are team collaboration, content analytics, and file versioning. It provides you with a tagging feature that assists users in storing and organizing content into user-defined categories. It allows users to access only those documents that are important or allocated to them.

    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 Reviews

    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 : CallCenterNOW offers advanced technologies and value to call centers that have more than 5 agents. It gives you high standard performance, customer service, and interfaces that are user-friendly. It is the first choice for business companies due to all these features. It combines queued progressive dialing, outbound predictive dialing, and manages preview dialing. It can integrate multiple 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

    CallCenterNOW Reviews

    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 is cloud-based software for call centers. It offers telecommunication services to all kinds of businesses who are eager to offer instant support to their customers by phone. VCC can also be utilized for debt collection and telesales. It ensures the safety of your communications and transactions. It offers you a wide range of services from a single platform.

    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 Reviews

    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 cloud-based scripting software for call centers in industries of all kind. It helps users to create, deploy and analyze agent scripts. Scripts are made with the help of a visual designer and also copied and customized from a script library that already exists. It helps in tracking the agent transactions and save them in the form of transcripts. It helps in improving the scripts through assessment.

    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 Reviews

    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