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Call Centre software

Call centre software is sales and customer management tools and unified communications systems designed to improve customer interaction and workforce optimisation. Using this type of software can help your company thrive and create higher customer loyalty.

Here you can also find our top software picks for contact centre, in order to establish long-lasting customer relations and proactive customer service.

Need any advice? Discover all our articles of Call Centre
Professional group
Sales & Customer Management
Operations Management
Sales & Customer Management
Human Resources (HR)
Marketing
Collaboration
Accounting & Finance
IT Services
Communications
Technology
Finance
Analytics
Construction
Transport
Legal
Education
Health
Recreational Activities
Association Management
Commercial
Services
Agriculture
Art
Media
Government
Corporation
Manufacturing
Law
Category
Call Centre
Call Centre
Customer relationship management
Customer Support
Customer Service
Sales Force Automation
Pricing Optimisation
Customer Success Software
Customer Experience
Sales Enablement
Sales Intelligence
Contact Management
Point of Sale (POS)
Reservation & Booking
Product Configurator
Data Extraction
Sales Management
Predictive Lead Scoring
Membership Management
Ticketing
Customer Engagement
Inside Sales
Quoting
Proposal Management
Customer Loyalty
Contact Center
Help Desk
Commission
Sales Forecasting
Configure Price Quote (CPQ)
iPad POS
Customer Reference Management
Customer Satisfaction
Lead Management

Compare software systems of Call Centre

Genesys PureCloud

All-in-one cloud contact centre solution
Learn more about Genesys PureCloud
Support
Communication
Integration & Interoperability
Security & Confidentiality
Customer Support
Analytics
CloudTalk

Intelligent Phone System for support and sales team
Learn more about CloudTalk
Support
Communication
Integration & Interoperability
Security & Confidentiality
Customer Support
Analytics
Aircall

The Phone System Built for Modern Businesses
Learn more about Aircall
Support
Communication
Integration & Interoperability
Security & Confidentiality
Customer Support
Analytics
Dialfire

The smart cloud dialer
Learn more about Dialfire
Support
Communication
Integration & Interoperability
Security & Confidentiality
Customer Support
Analytics
ZIWO

Contact Center Software
Learn more about ZIWO
Support
Communication
Integration & Interoperability
Security & Confidentiality
Customer Support
Analytics
Ringover

Business telephony integrated into your business tools
Learn more about Ringover
Support
Communication
Integration & Interoperability
Security & Confidentiality
Customer Support
Analytics
Sales Cloud

The world's number 1 CRM
Learn more about Sales Cloud
Support
Communication
Integration & Interoperability
Security & Confidentiality
Customer Support
Analytics
Service Cloud

Customer Service Software to Build Customer Loyalty
Learn more about Service Cloud
Support
Communication
Integration & Interoperability
Security & Confidentiality
Customer Support
Analytics
RingCentral Engage Digital

A unified omni-digital platform
Learn more about RingCentral Engage Digital
Support
Communication
Integration & Interoperability
Security & Confidentiality
Customer Support
Analytics
Diabolocom

100% cloud-based contact center solution.
Learn more about Diabolocom
Support
Communication
Integration & Interoperability
Security & Confidentiality
Customer Support
Analytics
NUACOM

Cloud Phone System for Modern Businesses
Learn more about NUACOM
Support
Communication
Integration & Interoperability
Security & Confidentiality
Customer Support
Analytics
Five9

Sales Enablement Software
Learn more about Five9
Support
Communication
Integration & Interoperability
Security & Confidentiality
Customer Support
Analytics
Dialpad

Turn Conversations Into Opportunities
Learn more about Dialpad
Support
Communication
Integration & Interoperability
Security & Confidentiality
Customer Support
Analytics
Amazon Connect

Simple cloud-based contact center solution
Learn more about Amazon Connect
Support
Communication
Integration & Interoperability
Security & Confidentiality
Customer Support
Analytics
Talkdesk

Stay Ahead of Customers' Expectations
Learn more about Talkdesk
Support
Communication
Integration & Interoperability
Security & Confidentiality
Customer Support
Analytics
KIAMO

The cross-channel software for contact centers
Learn more about KIAMO
Support
Communication
Integration & Interoperability
Security & Confidentiality
Customer Support
Analytics
CXone

Innovative cloud contact center platform
Learn more about CXone
Support
Communication
Integration & Interoperability
Security & Confidentiality
Customer Support
Analytics
JustCall

Use Local Phone Numbers Worldwide
Learn more about JustCall
Support
Communication
Integration & Interoperability
Security & Confidentiality
Customer Support
Analytics

Call Centre: purchase guide

A complete guide to call centre software

Call centre software is a commercial management tool, designed for very small businesses and SMEs that want to move towards a more ambitious future. 

A prospect or customer who waits too long or feels unwelcome may not keep doing business with you. Take care of customer relations by improving your contact centre and your phone customer service

What is call centre software?

Call centre software is designed to provide unified communications, develop a telemarketing strategy, and improve customer management processes. It provides the link between IT and the phone centre which allows you to make phone calls with a single click and improve sales management procedures

With a call centre software, you can set up pre-recorded messages (Interactive Voice Server) in order to route requests as efficiently as possible to the right person. Moreover, you can supervise your employees' training, record conversations to analyse the exchange, then suggest areas for improvement

What are the features of a good call centre software? 

There are a large number of CRM tools and prospecting software, but they do not all have the same level of performance. Before you start, try to determine your company's needs so that you don't invest in software that is too complex. To guide you, here are some features that most call centre software have:

  • Phone integration: It provides you with a one-click connection thanks to predictive or progressive dialling. Don't waste any more time dialling numbers. 
  • Multi-site management: Your company is spread over several web domains? No problem, the call centre software allows you to manage all of your websites in one place. 
  • Listening and real-time surveillance: Pay attention to your employees' answers and provide guidance without the customer being able to hear your voice.
  • Segmentation of contact lists to better understand your core target audience.
  • Automation: Programmed reminders, call logging and conversation recording
  • Real-time performance analysis
  • Access to prospect and customer files: obtain the history of conversations already carried out for a personalised approach.
  • VoIP support, integration with your other software solutions or CRM tools. 

Why are call centre software an asset for your company?

Phone support and hotline services are essential to most companies. It can convey a positive or negative brand image but can also be a performance tool. If you can't process all requests quickly, you may disappoint some of your customers or miss deals to close with new prospects. Most large companies have understood the importance of welcoming their customers. By choosing a call centre software, you benefit from:

  • More agile commercial activity or customer management processes.
  • Clearer, more efficient, and professional contact management solutions.
  • Greater efficiency of your sales or administrative teams.
  • Better collaboration through information sharing and permanent access to customer and prospect records.
  • More competitiveness by answering more phone calls.
  • Unified communications by following protocols.
  • A more efficient appointment scheduling.
  • Direct marketing actions and sales processes that reach their targets.

SaaS vs in-house Solutions

Both call centre software solutions have their advantages and disadvantages. We would tend to advocate for SaaS solutions because it is faster to get started and technical support is provided. SaaS also has the advantage of being constantly updated and highly scalable

However, you must agree to place all your company's data on a remote platform that can never fully guarantee infallible security. Nevertheless, many efforts have been made to offer a very high level of security, and modern cloud hosts offer secure protocols.

Best Cloud-based Call Center Software

Our final piece of advice: test it! Testing a solution is the best thing to do before investing in call centre software. Many publishers give you access to a free trial period. Feel free to try several of them in order to choose the most appropriate one.