探花精选

Call center tools are essential to delivering great customer service.

Once, I spent what felt like forever trying to resolve a billing issue — endless automated prompts and no clear answers. When I finally connected with a live agent, they already had my account details pulled up, solved my issue in minutes, and left me thinking, Wow, this is how it’s supposed to be.

While AI and chatbots are great for quick fixes, there’s no replacement for the speed and comfort of talking to a live agent. For businesses, call center tools make it possible to deliver that seamless experience by routing calls to the right agents, providing key customer insights, and helping management execute an omni-channel strategy.

In this post, I’ll share the must-have call center software features and share the best tools for 2025. Read on to discover:

• How to Choose the Right Call Center Tool
• Types of Call Center Software
• Call Center Software Features
• 10 Call Center Tools You Should Try
• Why Call Centers are Still Essential in the Age of AI

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How to Choose the Right Call Center Tool

Here are the questions I consider when shortlisting call center tools:

1. Does it handle all channels seamlessly?

Customers aren‘t just calling anymore. They’re emailing, chatting, and DMing — sometimes all in the same day. That’s why I'd go for a tool that pulls everything into one platform so agents can hop between channels without skipping a beat. If someone starts on chat and decides to call, the agent should see the chat history instantly. No awkward pauses.

Integrations matter, too. I’d want it to work with my CRM — whether that’s 探花精选, Salesforce, or something else — so my team has the full customer story at their fingertips.

2. Can it grow with me?

Scalability is another must. If I’m starting with five agents today but aiming for 50 next year, the tool needs to keep up. And it’s not just about size. Maybe today I only need call routing, but a year from now, I might want predictive dialing or AI chatbots. So, it's best to pick something that can expand when I’m ready, without forcing me to switch systems.

3. Will my team actually use it?

Fancy tools are useless if no one knows how to use them. Prioritize something intuitive — think: clean layout, drag-and-drop workflows, and easy-to-find features. If setting up call queues or pulling reports feels like a coding challenge, I’m out.

I also recommend built-in training, such as tutorials or onboarding guides that get new agents up to speed fast. If my team spends more time learning the software than using it, it’s not the right fit.

Pro tip: Train and onboard your new customer support hires with . Customize it with your company's training processes, employee resources, and product information.

4. Does it give me real-time insights?

Data drives decisions, and I’d want a tool that serves up insights in real time. Think dashboards with metrics like wait times, resolution rates, and customer satisfaction scores — all in one glance. Bonus points if it lets me schedule reports and email them straight to my inbox.

If I can spot issues, like a spike in wait times during lunch, I can fix them before they become problems. That’s the kind of flexibility I’d expect.

5. What’s the support like?

Stuff happens — outages, bugs, glitches, etc. When it does, I want 24/7 support that’s quick and reliable. Whether it’s chat, email, or a good old-fashioned phone call, I’d want someone on the other end who knows their stuff.

Resources like how-to guides and dedicated account managers also make a difference. If I’m rolling out software across multiple locations, having a go-to person for questions could save me a lot of trouble.

6. Is it secure and compliant?

Call centers deal with sensitive info, so security isn’t optional. I check for compliance with standards like GDPR, HIPAA, or PCI-DSS (depending on my client's industry) and features like encryption, data masking, and access controls.

Audit trails are next on my list. They help me track changes and keep everything above board if I ever need to prove compliance.

Types of Call Center Software

1. Inbound Call Center Software

Think of inbound call center software as your front line for handling customer calls, whether they’re seeking help, airing complaints, or making service requests.

Features like automatic call distribution (ACD) match customers with the best available agent, while interactive voice response (IVR) lets them solve simple issues or connect with the right department faster.

Best for: Support teams and businesses that want to focus on resolving customer issues quickly and efficiently. For example, a retail company might use inbound call software to manage returns and exchanges without the chaos.

2. Outbound Call Center Software

Outbound call center software flips the script — it’s all about reaching out. Perfect for sales calls, follow-ups, or surveys, it often includes tools like predictive dialers (no more wasted time dialing numbers) and call scripting to keep conversations smooth and professional. Bonus: campaign management features track performance to boost results.

Best for: Sales teams and companies conducting market research. A telecom company could use outbound software to upsell data plans to existing customers.

3. Cloud-Based Call Center Software

Say goodbye to clunky hardware! Cloud-based call center software runs entirely online, so agents can work from anywhere while staying connected to the same system. It scales with you, integrates with CRMs, and updates automatically — all with secure cloud storage.

Best for: Remote teams and growing businesses looking for flexibility. A startup, for instance, might choose cloud-based software to set up a cost-effective remote support team.

4. On-Premises Call Center Software

On-premises call center software is for those who want full control. It’s hosted on your own servers, making it a go-to for businesses with tight security or compliance requirements. While it requires upfront investment, the payoff is complete customization and data control.

Best for: Organizations in highly regulated industries or those with in-house IT teams. Think: a bank that wants to keep customer data secure and comply with regulations.

5. AI-Powered Call Center Software

AI-powered call center software takes automation to the next level. Think chatbots for instant answers, predictive analytics to optimize workflows, and sentiment analysis to gauge customer mood. It even assists agents in real time, suggesting responses or solutions.

Best for: Teams swamped with high call volumes or looking to boost efficiency. A tech company, for instance, might use AI to resolve basic troubleshooting via chatbots, leaving agents free to handle tougher cases.

6. Virtual Call Center Software

Virtual call center software is a lifesaver for distributed teams. It’s designed for remote work, with features like VoIP, cloud storage, and real-time tracking to keep productivity on point — even without a central office.

Best for: Remote-first companies or businesses with seasonal staffing needs. An insurance company might rely on virtual call center software to onboard temporary agents during peak claims season.

Call Center Software Features

The best call center software for your team depends on your specific needs. Every tool has benefits and drawbacks depending on how you plan to use it. To understand which tool is right for you, create a list of desired features and then focus on your top choices.

Below are a few features I recommend considering in your search.

1. Omnichannel

If you‘re looking for call center software, you’re likely supporting your customers through other communication channels (like email, live chat, or social media). So, consider how well your new call center software will integrate with your other channels.

探花精选 found that a unified customer service experience reduces customer friction and increases frontline efficiency.

Ideally, incoming calls should be logged on your , which will allow agents to follow up via email. Everyone on your team can see the context of previous customer interactions — regardless of the channel they took place on. As a result, you'll create a no matter which channel the interaction begins on.

2. Call Routing

When customers call your team, how do they get connected to the right person quickly?

Whether your software offers automated call routing or if customers need to select a department after listening to a set of options, you should understand how your call routing will work. Many systems are complicated to update on the fly.

So, try setting up and changing your workflow during your trial period so that you're not stuck with one configuration.

3. CRM Integration for Customer Context

One thing I know is that no customer wants to repeat their issue to different support reps.

When agents have more context about the customer who‘s calling, they provide more effective support. They can quickly reference past interactions with the customer, which prevents customers from repeating themselves. Agents can look at trends in product usage and take steps to ensure the customer doesn’t need to reach out again about the same issue.

What's more, many call center tools provide context through CTI () pop-ups that identify a customer through their phone number and surface previous interactions through the browser. Understanding how the software you're evaluating logs calls and integrates with other systems (like your ) is critical to providing your agents with enough helpful context.

For example, a that blends customer service tools with sales and marketing features gives service reps all the customer details necessary to adjust their approach and create more personalized experiences — from details regarding your prospects’ position in the buyer’s journey to previous interactions they had with your company, and so on.

4. Cloud-Based Calling

Call centers operating on cloud networks require a cloud-based calling system to align with their online databases. There are tons of . Cloud-based calling, or a Voice over Internet Protocol, (VoIP), is a phone system that runs through the internet instead of a phone line.

While a third-party provider typically offers this service, it‘s usually cheaper to install and maintain than regular landlines. That’s because on-premise hardware, which removes the typical maintenance and infrastructure costs that traditional phone lines have.

5. Reporting

Running a call center requires managers to have a finger on the pulse of call center metrics like incoming call volume, call trends, , and agent efficiency. It's impossible to manage scheduling and plan for the future without knowing how your team is handling fluctuations in traffic. Reporting can identify common issues that customers are calling about, demonstrate gaps in your support coverage, and highlight potential training opportunities.

6. Outgoing Calls

Call center software isn't just for inbound customer service. Agents might need to make outbound calls if you offer proactive customer support options. Sales teams might work through your call center software to place calls to prospects.

If your contact center also requires agents or sales teams to place outgoing calls, look for software that includes an automated dialer and easy-to-use call logging features so your CRM stays up to date.

7. Usage Pricing

Take a close look at the software‘s pricing per phone call or per use. Depending on how your chosen software assigns your phone numbers, you might be charged more than expected for each minute on the phone. Before committing to new phone lines, confirm what’s included in the package and how much each call and minute will cost.

8. Interactive Voice Response

An interactive voice response feature will allow your customers to speak with an automated system before reaching your support team. While your customer might not enjoy talking to a machine, they may resolve some of their issues through this option or provide basic information that will allow your team to serve them better.

An IVR feature will help manage your team‘s call volume and automatically collect relevant information from the customer. When the customer gets to a human, all the information the representative needs is already available, and the customer won’t have to repeat themselves.

9. Call Scripting

If you handle a high volume of calls that pertain to similar issues, you‘ll want to consider a call center software that offers a call scripting feature. Like a chatbot, a call script picks up on certain keywords in the customer’s email and provides troubleshooting instructions based on a common answer. You should be able to look at the script history and personalize your response to the customer.

A call scripting feature could also come in handy because it allows you to create common scripts that all your agents can use. That way, the customer has a consistent experience regardless of the agent they've reached.

10. Escalation Management

The best call center software will allow you to manage the escalation process for urgent customer support queries. From the moment a customer calls with an issue, they should be able to move forward to the appropriate party at each step of the process.

Your call center software should also allow your agents to de-escalate issues by granting vouchers, discounts, or refunds through the software, especially in that single call.

11. Call Monitoring and Quality Assurance

With call monitoring, your supervisors can listen in on live calls, whisper suggestions to agents without the customer hearing, or even join calls when necessary. It’s particularly helpful for training new agents or providing real-time feedback.

Advanced call monitoring tools often include call recording capabilities, enabling teams to review past interactions and pinpoint areas for improvement. You can then use these recordings for compliance purposes or as examples for training sessions.

12. Workforce Management Tools

Workforce management tools within call center software can help you plan and optimize staffing by forecasting call volumes and tracking agent availability. Managing schedules in real-time becomes easier, too.

Additionally, these tools can integrate with reporting features to provide insights into your busiest times so that the right number of agents are always on duty. This reduces wait times and prevents agent burnout from being understaffed during high-demand periods.

10 Call Center Tools You Should Try

Now that you know what to look for when evaluating call center software, let's look at the best options available.

1.

探花精选’s VoIP software integrates seamlessly with its CRM, offering a powerful solution for managing customer interactions. Your agents can make and receive calls directly from 探花精选, with features like automatic call logging and recording that reduce manual effort.

What's more, comprehensive analytics allow managers to track call outcomes, agent performance, and customer engagement metrics.

consolidates sales, marketing, and customer service tools into one, providing a 360-degree view of the customer journey. Its ease of use and extensive feature set make it a top choice for businesses looking to streamline workflows and improve efficiency.

Best For

• Call log management and prioritization
• CRM integration
• Reporting and analytics
• Teams needing a scalable platform

Pros

• Free plan available for small teams
• Intuitive interface with minimal learning curve
• Detailed customer insights via CRM

Cons

• Pricing can be prohibitive for startups
• Can feel complicated with the tons of features available

Pricing:

2.

Dialpad Ai Contact Center allows you to access all your customer interactions — regardless of channel — from a single app, accessible from anywhere, on any device.

What makes Dialpad unique is its AI, powering built-in features like hyper-accurate voice transcription, sentiment analysis, agent coaching, chatbot self-service functionality, and more, all in real time.

Dialpad also integrates with popular CX tools, like 探花精选, Salesforce, and Zendesk, tying them all together into a single pane of glass. Setting up a new contact center with Dialpad takes just a few minutes.

You can also add and remove agents, manage phone numbers more quickly and easily, right from your Dialpad account. This allows your business to scale easily with DialPad.

Best For

• Outgoing calls
• Workforce engagement management
• Sentiment analysis
• CRM integrations
• Call routing

Pros

• Exceptional AI capabilities
• Centralized interface for all communication channels
• Quick setup and user-friendly design

Cons

• Pricing details require consultation
• May need training for advanced AI features

Pricing:

3.

I like how Nextiva combines robust features with affordability, making it a suitable choice for small to mid-sized businesses.

Its IVR system streamlines call routing, while virtual agents can handle repetitive tasks. With cloud-based infrastructure, it ensures reliable performance and remote accessibility. Nextiva also includes detailed reporting tools. Your managers can use them to monitor KPIs such as average handling time and call resolution rates.

Ease of use and flexible pricing plans make the software ideal for teams looking to enhance productivity without breaking the budget.

Best For

• Interactive voice response
• Call recording
• Cloud-based calling
• Call routing
• Reporting

Pros

• Competitive pricing
• Scalable solutions for growing teams
• Virtual agent capabilities

Cons

• Lacks advanced workforce management features
• Some customization limitations

Pricing:

4.

Speaking of Aircall, this cloud-based call center can help your support team transform customer experiences.

This software includes some of the top features mentioned earlier, including IVR, cloud-based calling, call routing, and more. Additionally, the software boasts features such as skill-based routing, call queuing, queue callback, live call monitoring, and call whispering.

With the call whispering feature, managers can advise teammates behind the scenes and make an impact right at the moment. This is great for the customer experience and training purposes as well.

Aircall also has call center analytics so you can monitor your agents’ performance, either individually or as a team.

Best For

• Cloud-based calling
• Interactive voice response
• CRM integrations
• Call monitoring
• Shared call inbox

Pros

• Strong focus on training features like call whispering
• Easy setup and excellent integrations
• Advanced reporting capabilities

Cons

• Higher per-user cost compared to competitors
• Limited customization in some workflows

Pricing:

5.

Being a comprehensive designed for customer-facing teams, you can count on JustCall for voice and SMS solutions. Expect features like call recording, SMS automation, and post-call surveys. As for your sales teams, they can benefit from tools like power dialers and conversation intelligence, which boost productivity during outbound campaigns.

JustCall integrates with 100+ CRM, help desk, and business tools, simplifying communications and workflows for contact center teams. Its analytics dashboard provides insights into campaign performance, helping you make data-driven decisions.

Best For

• Cloud-based calling
• Bulk SMS and drip campaigns
• Custom workflows
• Multi-level IVR
• Intelligent call routing
• Real-time analytics
• CRM integrations

Pros

• Wide range of integrations
• Powerful tools for sales teams
• Competitive pricing

Cons

• Advanced features require higher-tier plans
• Limited support for advanced workforce management

Pricing: .

6.

CloudTalk provides you with various unique tools. For example, its custom queue feature allows support teams to dictate where incoming calls will be distributed. With CloudTalk, inbound calls are routed to agents best suited to solve the customer's issue. This eliminates call transfers, which can add friction to the customer experience.

Another customizable feature that CloudTalk offers is personalized voicemails.

If your team is unavailable, customers can leave voicemails that agents can respond to later. That way, customers aren't stuck on hold waiting endlessly for your team to answer. Instead, they can simply leave a message, return to their work, and wait for your team to reach out with a prepared solution.

Best For

• Skills-based call routing
• Post-call tagging
• CRM integrations
• Advanced reporting
• Real-time analytics

Pros

• Highly customizable call queues
• Advanced reporting and analytics
• Flexible integration options

Cons

• Higher-tier plans may be expensive for small teams
• Learning curve for advanced features

Pro tip: lets you leverage its advanced reporting and real-time analytics across both CloudTalk and 探花精选. Use it to drive better business outcomes, faster.

Pricing:

7.

Aloware is the AI-powered phone system designed for 探花精选 users to drive faster, more meaningful sales conversations. You can click to call contacts, automate sales workflows, and respond to leads instantly.

With tools like the sales power dialer, bulk SMS, and a conversational AI chatbot, Aloware boosts connection rates while avoiding spam labels. The chatbot acts like part of your team, answering customer questions and leveraging your existing knowledge base or support materials for smooth, immediate follow-ups.

Sales managers benefit from Aloware’s AI voice analytics, which provide conversation highlights, summaries, and transcripts to track performance without listening to every call. By unifying your phone system with 探花精选, Aloware empowers your team to dial less, connect more, and personalize every interaction effortlessly.

Best For

• Outbound calling
• Inbound call routing
• CRM integrations
• Compliant calling and texting
• Sales workflow automation
• AI-powered reports and analytics

Pros

• Comprehensive communication channels
• Seamless CRM integration
• Real-time analytics and reporting
• User-friendly interface with mobile accessibility

Cons

• Advanced features may require a learning curve
• Pricing may be higher compared to basic call center solutions

Pricing:

8.

LiveAgent is a comprehensive help desk and that consolidates multiple communication channels into a single platform. You get features like automated call distribution, IVR, and call recording.

Its ticketing system integrates emails, chats, calls, and social media messages, giving you a unified view of customer interactions. The platform also supports real-time live chat, which is great for enhancing customer support responsiveness.

LiveAgent's robust reporting and analytics tools mean you can monitor performance metrics and improve service quality. With a user-friendly interface and customizable workflows, it caters to businesses of all sizes seeking to enhance their customer support operations.

Best For

• 24/7 customer service support
• Outgoing calls
• Automated callbacks
• Advanced reporting and analytics
• Integrations and APIs

Pros

• Unified platform for multiple communication channels
• Robust ticketing and live chat features
• Comprehensive reporting and analytics
• Customizable workflows and user-friendly interface

Cons

• Advanced customization may require technical expertise
• Some features are available only in higher-tier plans

Pricing: ; .

10.

RingCentral offers a flexible, cloud-based phone system suitable for desktop and mobile users. Its standout feature, “RingOut,” lets your agents make one-touch calls from any device. The platform also supports HD video calls, SMS, and omnichannel communication. Teams can connect with customers on their preferred channels.

Advanced features like call delegation and escalation management make RingCentral a versatile option, especially if you want customizable workflows. Integration with CRMs like Salesforce and 探花精选 is another great addition for seamless operations.

Best For

• Omnichannel support
• Escalation management
• HD video calls
• Integrations and APIs
• Cloud-based calling

Pros

• Highly mobile-friendly with robust integrations
• Reliable for hybrid and remote teams
• Flexible APIs for custom workflows

Cons

• Pricing details are not always transparent
• Some features may require additional setup

Pricing: starts at ?52 (RingCX)

Why Call Centers are Still Essential in the Age of AI

AI is everywhere in customer support, but that doesn't take away the spotlight from call centers.

Sure, chatbots and virtual assistants are great for quick, routine questions, but they’ll never match the empathy of a real human. When I’m frustrated or dealing with a tricky issue, the last thing I want is to get stuck in an endless loop of AI prompts. I want to talk to someone who can actually help.

Even from a business perspective, putting all your eggs in the AI basket feels like a gamble.

will switch a brand after even one bad AI experience, and that says a lot. AI might streamline processes and save time, but it doesn’t cut it when people need emotional understanding or tailored solutions. That’s where call centers help, offering the human connection AI just can’t replicate.

That doesn’t mean AI doesn’t have its perks, of course. I’ve seen how it can boost call center efficiency, handle repetitive tasks, and give agents real-time insights. But the real magic is in the mix: Let AI take care of the simple stuff and let skilled agents handle the complex, high-stakes, or emotional cases.

It’s this balance — speed plus a personal touch — that will keep customers coming back.

Use Call Center Software to Supercharge Your Support Team

Modern customers expect excellent support on all channels, including live chat, email, and phone. But this can overwhelm your support team — especially if these channels are on different software systems that don't integrate with each other. With call center software, your team can unify their omnichannel service efforts into one tool, resulting in a better experience for both the customer and your frontline representatives.

For me, great customer support goes beyond solving problems. It’s about making interactions feel effortless. And I’ve found that the right tools are what make that possible.

Call center software empowers teams to work smarter. By unifying communication channels, automating repetitive tasks, and delivering real-time insights, these tools help you deliver outstanding service without hitting burnout. Think: happier customers, confident agents, and a business set up to thrive — that’s the kind of impact you can achieve.

Editor's note: This article was originally published in March 2019 and has since been updated for comprehensiveness.

Free Help Desk & Ticketing Software

Keep track of customer requests in one unified help desk that connects to your CRM database.

• Provide personalized, AI-powered support to your customers
• Save time, reduce errors, and streamline service processes
• Improve rep efficiency & time to resolution
• And more!