Which is the Best Call Center Software for Small Businesses?

Call center software is tools and applications that help run a call center, handling incoming and outgoing calls. Inbound call center software handles customer inquiries, support requests, and complaints, while outbound solutions are used for sales, telemarketing, and surveys.

It offers features such as Automatic Call Distribution (ACD), Interactive Voice Response (IVR), call recording, AI-powered call reports, and more. For example, IVR allows customers to navigate a menu using voice commands or keypad inputs before being directed to the right department which helps to reduce wait times and improve efficiency.

A call center is essential for small businesses to provide excellent customer service and smooth communication. The right features can improve efficiency, enhance customer satisfaction, and support business growth. The important features of a call center include call recording, call monitoring, IVR systems, call forwarding, AI-powered call reports, and more.

Call recording is essential for monitoring and improving customer service. It allows businesses to review conversations for quality assurance and identify training needs. This feature is especially useful for solving problems and clearing up misunderstandings.

Call monitoring allows supervisors or managers to listen to live calls between agents and customers. This feature is used for quality assurance, training, and performance improvement. By observing interactions in real-time, businesses can identify areas where agents excel or need additional support.

Interactive Voice Response(IVR) systems offer self-service options by providing customers with a menu guiding them to the correct department or agent. It reduces the customer waiting time and workload of the agent.
For example, a caller may hear, “Press 1 for sales, Press 2 for support, or ‘billing’ to connect to our billing department.

Cloud-based calling allows businesses to make and receive calls over the Internet. It offers several benefits, including flexibility, scalability, and cost savings.

Call transfer allows the agent to redirect a call from one agent or department to another. It ensures customers connect to the right agent, leading to a better customer experience and faster problem-solving.

A call queue allows incoming calls to be placed in a virtual line when all agents are busy assisting other customers. The call queue system informs customers about their queue position and provides an estimated wait time.

The call-forwarding feature automatically redirects calls to an alternative device or agent whenever the agent is unavailable. This feature minimizes the chances of losing potential customers or facing problems due to unanswered calls.

Custom phone greetings allow businesses to create personalized messages that align with their brand identity. This message helps establish a positive first impression and enhances the caller’s experience.

The ring strategy distributes inbound calls among available agents. If one agent cannot answer a call, the system automatically redirects it to the available agent, ensuring an efficient customer experience.

Also, the ring strategy allows businesses to allocate calls, such as through simultaneous ringing, sequential ringing, or a round-robin approach.

The AI-powered call reports feature improves efficiency and customer service by generating reports that analyze call data using artificial intelligence. These reports also analyze customer sentiment, agent performance, and call trends.

Calilio, RingCentral, Nextiva, Zendesk, Dialpad, and other call center software are among the best for small businesses. Selecting the right software is crucial for enhancing customer service and operational efficiency.

Calilio is an AI-powered business phone system that enhances business telephony across industries. Calilio is available across multiple platforms, including Microsoft Edge, apple devices, android, and Chrome extensions.

Calilio is an affordable and scalable phone system solution that offers advanced call management tools to support growing small businesses. You can customize every feature, from call routing to voicemail setup, to fit your needs and enhance efficiency.


Feature

• AI-powered Call Report
• Call Transfer
• Call Forwarding
• IVR (Interactive Voice Response)
• Power Dialer
• Call Monitoring
• Real-Time Dashboard
• Call Queue
• Call History
• Business Hours
   

Pricing

RingCentral is a cloud-based phone system that manages inbound and outbound calls, messages, faxes, and SMS on a single platform.

You can easily add agents and features without any difficulty. This contact center solution offers powerful workforce optimization tools and advanced reporting to improve efficiency.
 

Feature

• AI and Self-Service Integrations
• Call recording
• Agent Assistance
• Call Center Reporting and Analytics
• Unlimited domestic calling
• IVR
• Advanced call monitoring and handling
• Google, Microsoft apps, and access to APIs
• 24/7 support and professional implementation
• Unlimited internet fax
   

Pricing

Nextiva is a communication platform that integrates with VoIP service. You can choose inbound, outbound, or blended contact center software with your internal communications app.

Small businesses can benefit from features like unlimited voice calling and internet fax, free local and toll-free numbers, and 24/7 support. As your business expands, you can upgrade to advanced features to stay ahead and improve your growth.

Feature

• 24/7 customer support
• Video conferencing
• Free local and toll-free numbers
• Call recording
• Call routing
• Unlimited calling
• Voicemail transcription
• Unlimited internet fax
• Unlimited voice calling
   

Pricing

Zendesk is call center software made for customer support teams. It started as a CRM and then added a call center solution, which means agents can access customer information before each interaction. This platform is useful for teams that have regular callers, which helps them provide faster and more efficient service.

Small businesses can use Zendesk to manage calls with an easy-to-use interface and have efficient features to handle high call volumes. Here, you can track the team's performance and customer satisfaction.
 

Feature 

• Omnichannel workspace
• Call routing
• Call transfers
• Call recording
• Call forwarding
• Advanced reporting and analytics
• Quicker time to value
• Easy setup
• Voicemail and callback
• Business Voice over Internet Protocol (VoIP)
• Interactive voice response (IVR)
   

Pricing

Dialpad is a unified communications (UC) provider designed to help businesses connect and engage customers across all channels. It optimizes inbound and outbound voice communications, providing an efficient tool for managing customer engagement.

Dialpad offers small businesses a fast and easy-to-set-up call center solution, enabling smooth customer support. Dialpad apps are available on desktop and mobile devices, so you can stay connected and work from anywhere.
 

Feature

• Unlimited calling
• SMS and MMS
• AI-powered call and voicemail transcriptions
• Integrations
• Unlimited video meetings
• Web and chat support
   

Pricing

Freshdesk is a cloud-based PBX (Private Branch Exchange) solution. It is a telephone system that manages inbound and outbound calls, call routing, voicemail, etc. In Freshdesk, omnichannel is used for customer service to enhance customer satisfaction.

Freshdesk Contact Center is a cloud-based phone system for small businesses. It enables you to get phone numbers or connect your existing ones. There is no limit on the number of lines so you can set up local or global numbers as per your business needs.
 

Feature

• International, toll-free, and vanity numbers
• Call monitoring
• Call recording
• Call barging
• Automated call distribution
• Reporting and analytics
• Shared lines
• Wait queues
• Custom greetings
   

Pricing

CloudTalk is a cloud-based call center solution built to enhance communication and boost productivity for sales and support teams. Features like voicemail and callback ensure smooth service even during peak hours, improving customer satisfaction and team efficiency.

CloudTalk offers customized features, making it an ideal choice for small businesses. Its customizable call queues and Automatic Call Distribution (ACD) reach customers directly based on predefined rules.
 

Feature

• IVR
• Real-time customer card
• Voicemail and callback
• Call recording
• Call queuing
• Automatic Call Distribution (ACD)
   

Pricing

Five9 is a cloud-based contact center platform designed for smooth customer connectivity across their preferred communication channels. It offers essential call center features, such as call queuing, interactive voice response (IVR), and recording.

As small businesses grow, their needs become more advanced. Five9 provides an AI-powered contact center solution to keep up with that growth.


Feature

• Blended inbound and outbound calling
• Geo redundancy
• Recording
• Predictive dialer
• Workflow automation
• 24/7 support
   

pricing

LiveAgent’s cloud-based call center software is integrated into their help desk, offering an omni-channel support system. It allows users to connect with VoIP providers, making it easy to integrate with existing technologies.

LiveAgent is a cost-effective solution for small businesses and startups looking to improve customer communication. It combines voice calls, emails, and live chats in one universal inbox, allowing small teams to manage interactions efficiently. This helps small businesses provide better service while maximizing limited resources.
 

Feature

• Chat satisfaction surveys
• Slack notifications
• Customer forum
• Inbound and outbound email accounts
• Live chat button
• Unlimited ticket history
• Call transfers and routing
• Custom call widgets
   

pricing

Bitrix24 is flexible call center software that combines inbound and outbound calling with CRM capabilities. It features a desktop and mobile app that integrates smoothly with popular social media platforms like Facebook, Messenger, Instagram, Skype, Telegram, and Viber.

For small businesses, Bitrix24 provides a cost-effective way to enhance customer service. Its free plan allows companies to test the software, while paid plans offer advanced features like CRM automation, intelligent routing, and live chat support.
 

Feature

• Call center
• Social networks integration
• Automatic dialer
• IVR
• Call logs and reports
• CRM
• Works worldwide
• Access from home
   

Pricing

To select the right call center software, you must identify your business needs and goals, search for user-friendly software, and sign up for a free demo to see the essential features your business needs. Choosing the best call center software for your small business can enhance customer experience, smooth operations, and improve team productivity.
 

• Identify Your Business Needs and Goals
  
  Understanding your goals will help you select the best software that improves productivity and delivers quality customer experiences.
  
  Firstly, create a plan to determine whether you need software for customer service, outbound sales, or to handle both. Also, list the specific features you need, such as automatic call distribution (ACD), interactive voice response (IVR), call recording, or detailed reporting and analytics.

• Look for User-Friendly Software
   

  Prioritize a user-friendly interface so your team can quickly adapt, even if they are not technical experts. A complicated technical interface can slow down operations, affecting customer service quality.
  
  Additionally, small businesses often face budget problems, so investing in software that requires minimal training can save time and money.

• Request a Demo or Free Trial
  
  Call center software providers may offer free trials or demos to help users explore their platform before purchasing the service. These trials allow a limited number of calls or agents and provide valuable insight into the software's features and functionality.
  
  Consider testing the system first to assess its usability, ease of navigation, and overall fit for your business needs. This will help you ensure the software is effective for your team.
• Set a Budget
  
  Small businesses often have limited budgets, so compare the pricing plans of various call center service providers. Choose the best software that fits your price range and aligns with your business goals.

Choosing the right call center software is crucial for small businesses looking to enhance customer service without exceeding budgets. By evaluating and testing features, companies can find the best fit to improve efficiency and customer satisfaction. It is essential to consider your business needs, budget, and the quality of customer support offered.
 

The best software for call centers depends on the needs of the business, such as the size of the team, budget, and the features required. The top call center software includes Calilio, Zendesk, Five9, RingCentral, Channels, 8×8 Contact Center, Five9, Talkdesk, and Nextive.

To manage a call center as a small business, set clear goals, hire and train a skilled team, invest in cost-effective technology, and monitor performance using key metrics.

The cost of call center software can vary significantly depending on the features, service provider, and pricing model. Generally, the price ranges from $20 to $100 per agent per month for basic functionality with more advanced features.