Are you looking for the best call center CRM software to streamline your customer service operations? Look no further! In this CRM call center software article, we have compiled a list of the top 10 solutions that come equipped with calling capabilities.
These platforms are specifically designed to enhance call center productivity and improve customer satisfaction. Whether you are managing an in-house call center or outsourcing to a third-party provider, choosing the right CRM software can make all the difference. So, read on to discover the best call center CRM software options available on the market today.
CRM call center software solutions comparison chart (top 10 highest rated call center applications)
Here is a table of our top call center CRM solutions. Check out their niches and pricing or take a quick link to their sales pages. Below, we’ll delve deeper into this list of CRM software used in call centers.
|Product||Best for||Pricing starts at||Website|
|Nextiva||Best call center CRM software overall||$23.95 per user per month billed annually||visit|
|Zoho Desk||Best CRM for cold calling||$14 per user per month billed annually||visit|
|Zendesk||Best call center ticketing system||$49 per user per month billed annually||visit|
|Bitrix24||Top CRM call center for social media channels||$49 per month billed annually||visit|
|RingCentral||Good telemarketing CRM system||$19.99 per user per month billed annually||visit|
|HubSpot||Best free CRM for call center use||$45 per month for 2 users billed annually||visit|
|Aircall||Great call center software for sales teams||$30 per user per month billed annually||visit|
|CloudTalk||Top international CRM calling solution||$25 per user per month billed annually||visit|
|TalkDesk||Good self service call center CRM tool||$75 per user per month billed annually||visit|
|Dixa||Great call center CRM for customer support||$39 per user per month billed annually||visit|
What is CRM in call center terms?
You might know what the best customer relationship management application can do. But what about the specifics of call center management software? Call center features in a CRM mainly deal with how your sales or service staff use the telephone to communicate with customers. It provides a lot of telephony functionality which uses the customer data stored in your CRM.
However, many call center CRM solutions also provide tools for omnichannel communication, which includes email, chat, SMS and social media messaging.
Call center CRM features to be aware of
The list of tools included in a CRM with calling functionality includes:
- Inbound calls
- Outbound calls
- Auto dialers
- Call routing
- Call recording
- Caller coaching
- Call queuing
- Cold calling
- Canned replies
- Local phone numbers
- Omnichannel and multichannel communication
- CRM integration
- Call metric analysis
- Workflow automation
What is the best call center CRM software? Here’s our top 10 list:
Whether you need customer relationship management tools for sales or for customer service, this list of 10 best call center CRM software will certainly have something to catch your fancy. Here we will go over benefits and drawbacks, as well as give detailed pricing info so you can shop wisely.
1. Nextiva (Best call center CRM software overall)
For our money, Nextiva is the best CRM call center provider, although no single call center app will be the best for every single business need. Nextiva has tools for sales, service and productivity, along with great contact center and help desk features.
Nextiva’s omnichannel call center features are very intelligent, using AI to streamline a lot of the work, and useful workflow automations also take over the repetitive tasks.
Combining many CRM system functionalities into a single experience, like email, telephony, SMS, chat, video, and social media.
IVAs, or intelligent virtual agents, help your human staff make better decisions to improve the customer experience. IVR, or interactive voice response, lets customers get help for their own customer support.
As a call center solution, Nextiva is great for small business to large-sized businesses, but may be a bit too much for individuals, freelancers or startups.
- Essential plan starts at $23.95 per user per month billed annually
- Professional plan starts at $27.95 per user per month billed annually
- Enterprise plan starts at $37.95 per user per month billed annually
- Above prices based on current deals, may be subject to change
2. Zoho Desk (Best CRM for cold calling)
Zoho is the umbrella brand of a large number of effective business software, from CRM to help desk tools to advanced marketing and customer service. Zoho Desk has great call center features, and happens to be a good tool for cold calling.
Zoho Desk is easy to learn and fun to use. The interface looks great and the tools are intuitive.
Call center agents get extra channels to use alongside phone calls, like email, feedback widgets, advanced web forms, social media communication, and live chat.
Great CRM integration with Zoho Desk, which helps improve customer satisfaction by giving reps access to customer information like engagement histories.
Straight up call center tools include call routing, call recording, voicemail, IVR, and more contact center software features.
While there is a free version of Zoho Desk which might attract some people, the better call center tools are not included.
- Zoho Desk has a free plan
- Standard plan is $14 per user per month billed annually
- Professional plan is $23 per user per month billed annually
- Enterprise plan is $40 per user per month billed annually
Visit Zoho Desk
3. Zendesk (Best call center ticketing system)
Zendesk made its name in help desk and customer service solutions. They have a load of great omnichannel call center CRM management tools, including a top ticketing system.
Zendesk handles incoming calls and outbound calls in a very effective and streamlined manner. You get your standard call routing, call re-directing and pre-recorded answers to common questions.
All customer interaction is recorded in real-time to provide good analysis and insights in ways to improve the customer journey.
As a ticketing system, Zendesk is one of the best call center and CRM help desk software solutions, with solid telephony integration.
Support teams using Zendesk have reported some minor bugginess when it comes to things like managing call queues or using the auto-dialer, however, those concerns are always picked up by Zendesk and soon after improved upon.
- Suite Team is $49 per user per month billed annually
- Suite Growth $79 per user per month billed annually
- Suite Professional $99 per user per month billed annually
4. Bitrix24 (Top CRM call center for social media channels)
Bitrix24 is an entire suite of business SaaS including project management, CRM, HR tools, website builders and a call center set of features. It is particularly good as a social media communication tool.
To communicate with customers, there is live chat which you can embed on your website, and have canned replies set up.
As a phone system, there is enhanced VoIP, an auto dialer, callback request widgets, and more. To help with inbound call center and outbound call center functions, Bitrix24 can provide you with a local phone number.
You can also use Bitrix24 over social media like Facebook, Instagram and WhatsApp to keep more multichannel communication options open.
If you need some self-service tools, there is an on-premise Bitrix24 option with self-service, however, this is a very premium package and prohibitive for some budgets.
- Bitrix24 has a free plan
- Basic plan is $49 per month billed annually
- Standard plan is $99 per month billed annually
- Professional plan is $199 per month billed annually
5. RingCentral (Good telemarketing CRM system)
RingCentral is a great outbound call center tool for telemarketing purposes. It also offers products for digital customer experiences as well as video and messaging.
Easily turn your CRM data into outbound calls to streamline your sales teams’ work. Call blending and scrub lists mean you get tips for the optimal times to reach out too.
You get neat features like click-to-call, advanced IVR, voice recording, screen recording and feedback management.
RingCentral can help your sales teams create selling scripts which you can configure, save and share.
Great integrations with apps like Microsoft and Salesforce for further telemarketing advantages. Also there are over 300 APIs for more connections.
RingCentral might require a tad of a learning curve so be prepared to invest some time and energy learning the call center features.
- Contact RingCentral sales office for call center pricing
6. HubSpot (Best free CRM for call center use)
HubSpot is the big name in inbound marketing. Today they have apps for everything, including for call center CRM needs. There is a free version too, though not fully stacked.
First off, HubSpot is not at all difficult to use. Very user friendly.
There are good workflow automation features, best used for things like creating regular reporting.
You can take advantage of a free chatbot builder to use alongside your HubSpot service tools.
Though there is a free version, it is very limited for telephony.
- HubSpot Service has a free option which includes the mobile app
- Starter plan starts at $45 for 2 users per month billed annually
- Professional plan starts at $450 for 5 users per month billed annually
- Enterprise plan starts at $1,200 for 10 users per month billed annually
7. Aircall (Great call center software for sales teams)
Aircall is a very business-oriented call center software solution which is great for sales teams.
You get a cloud-based system which does great IVR, live call monitoring, and skills-based call routing for optimal selling power.
You can do outbound calls both domestically and internationally, and you can also get one free local number or buy more.
No call monitoring or call whispering with the basic plan.
- Essentials plan is $30 per user per month billed annually
- Profesional plan is $50 per user per month billed annually
- Custom plan requires you to call for details
8. CloudTalk (Top international CRM calling solution)
CloudTalk is a call center software mostly known for being a top option for international business.
CloudTalk can provide over 160 national phone numbers.
You got a good desktop version, web dashboard version as well as a mobile app.
Solid workflow automations speed up call data entry.
Can’t configure many things in the starter plan because the API is only available in the essential plan.
- Starter plan is $25 per user per month billed annually
- Essential plan is $30 per user per month billed annually
- Expert plan is $50 per user per month billed annually
- Contact CloudTalk for a custom plan
9. TalkDesk (Good self service call center CRM tool)
TalkDesk is a leading name in self service platforms, omnichannel engagement, and as a contact call center.
The self service customer experience is run on TalkDesk’s AI system for more accurate engagements.
A virtual agent is ready to give your customers 24/7 service.
Workflows can be easily configured into call flows and conversational funnels.
TalkDesk could feel a bit like you have too many tools at first.
- Essentials plan is $75 per user per month billed annually
- Elevate plan is $95 per user per month billed annually
- Elite plan is $125 per user per month billed annually
- Contact TalkDesk for the Clouds Industry plan price
10. Dixa (Great call center CRM for customer support)
When it comes to customer support CRM call center solutions, Dixa is a top brand to check out.
Manage your customer service with Dixa’s omnichannel communication in one unified dashboard.
Good chatbots and a knowledge base tool.
You also get cool things like intelligent call routing, side convos, and customer conversation timelines.
A lot of the good Dixa features cost extra as add-ons, like the quality insights which runs your data through many useful metrics.
- Essential plan is $39 per user per month billed annually
- Growth plan is $89 per user per month billed annually
- Ultimate plan is $130 per user per month billed annually
- Contact Dixa for a custom price
What is the best CRM for call center use? Our key takeaways
In conclusion, finding the right call center CRM software can be a game-changer for your business. By implementing a platform that is specifically designed for call center operations, you can streamline your workflows, enhance agent productivity, and improve overall customer satisfaction.
While Nextiva has earned our top spot, it’s important to note that each of the ten platforms we reviewed has its unique strengths and weaknesses. Ultimately, the best call center CRM software for your business will depend on your specific needs and requirements. So take the time to evaluate each option carefully, and choose the one that fits your business best.