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.

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Call Centre
Customer relationship management
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Quoting
Lead Management

Our selection of 15 call centre software

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Streamline your call center with powerful software that enhances customer experience and boosts productivity.

8x8's call center software provides a range of features to help you manage your customer interactions efficiently. Its advanced call routing system ensures that customers are directed to the right agent for their needs, while real-time analytics give you insights into call volumes and agent performance.

Read our analysis about 8x8 Benefits of 8x8

Advanced analytics for better decisions & customer encounter

Integration with famous third-party apps boosts productivity

Flexible, customisable platform to suit business needs.

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Paid version from €25.00 /month

Cloud-based call center software with advanced features for efficient call handling and management.

CloudTalk offers real-time call monitoring, call recording, IVR, and CRM integration to streamline operations and improve customer experience. Its intuitive interface and customizable reports make it easy to use and track performance metrics.

Read our analysis about CloudTalk Benefits of CloudTalk

CloudTalk seamlessly integrates with over 25+ business tools

50+ powerful call centre features, 140+ phone numbers

CloudTalk Plan starts with 20€ per user/month

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Paid version from €12.00 /month

A cloud-based call centre software with advanced analytics, automation, and omnichannel capabilities for seamless customer communication.

With Genesys PureCloud, businesses can easily manage customer interactions across multiple channels, including voice, email, chat, and social media. The software provides real-time analytics to track performance and improve customer satisfaction. Its automation features streamline workflows and reduce manual tasks, resulting in increased efficiency and cost savings.

Read our analysis about Genesys PureCloud Benefits of Genesys PureCloud

Native omnichannel platform

Speech-Enabled IVR

Workforce optimisation system

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Efficiently manage and track customer interactions with this call centre software. Features include call routing, IVR, and real-time reporting.

Nextiva Call Center offers a range of tools to streamline your customer service operations. Set up customised call routing to ensure customers reach the right agent quickly. Use IVR to automate basic enquiries and free up agents for more complex queries.

Read our analysis about Nextiva Call Center
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Boost your call center's productivity with powerful automation, intuitive interfaces, and customizable features.

Dialfire's call center software provides a range of tools to optimize your sales or customer service operations. Automate dialing, manage call queues, and analyze performance with ease. Customizable scripts and caller IDs ensure a seamless experience for both agents and customers.

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Free versionFree trialFree demo

Paid version from US$75.00 /month

Streamline your call center operations with advanced software that increases agent productivity and enhances customer satisfaction.

With features like automatic call distribution, IVR, and real-time monitoring, this software helps you manage high call volumes with ease. Customizable dashboards and integrations with CRM systems make it a powerful tool for call center management.

Read our analysis about Talkdesk Benefits of Talkdesk

An omnichannel, customer-centric approach

An end-to-end solution for all communications

AI-powered and ready for seamless integrations

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Pricing on request

Streamline your call center operations with a powerful software that offers intelligent routing, real-time monitoring and analytics.

Experience enhanced customer interactions with advanced features like IVR, call recording, and agent scripting. Effortlessly manage your team's performance and improve customer satisfaction with the comprehensive reporting and analytics tools.

Read our analysis about ZIWO Benefits of ZIWO

Multi Channel

agility, flexibility, simplicity

Possible recording of all conversations

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Streamline your call center operations with our software. Manage calls, queues, and agents efficiently.

Our software offers advanced call routing, real-time monitoring, and analytics to improve your call center's performance. With our user-friendly interface, you can easily manage your call center operations and ensure customer satisfaction.

Read our analysis about KIAMO
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Streamline your customer service with powerful call center software. Improve efficiency and customer satisfaction with advanced tools.

CXone offers a comprehensive suite of features, including intelligent routing, real-time monitoring, and analytics. With this software, you can manage customer interactions across multiple channels, from voice to social media. Gain insights into your operations with detailed reporting and use automation to reduce workload and improve response times.

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Streamline call centre operations with powerful cloud-based software. Increase efficiency and improve customer experience with intelligent routing and analytics.

Amazon Connect offers a flexible and scalable solution for call centres of any size. Its cloud-based platform allows for easy deployment and management, while its intelligent routing and analytics features ensure that customers are always connected with the best agent. With Amazon Connect, businesses can reduce costs and improve customer satisfaction.

Read our analysis about Amazon Connect Benefits of Amazon Connect

scalability

Interactive voice

Skills-based routing

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Paid version from US$26.00 /month

Streamline customer communication with our call center software. Automate tasks, track metrics, and improve customer satisfaction.

Our call center software, Grasshopper, offers a comprehensive solution for managing customer communication. With automation features and detailed metrics, you can identify areas for improvement and increase efficiency. Plus, our software helps you provide better customer service, resulting in higher satisfaction rates.

Read our analysis about Grasshopper Benefits of Grasshopper

7 day free trial

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Boost productivity with our Predictive Dialer software. Increase agent talk time and connect with more customers in less time.

Our software uses advanced algorithms to predict when an agent will be available, ensuring a steady flow of calls. It also screens out busy signals, answering machines, and no-answers, so agents only speak with live contacts. With detailed reporting and call recording, managers can monitor agent performance and adjust campaigns to maximise results.

Read our analysis about LeadsRain
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Pricing on request

Enhance your customer service experience with cutting-edge software that streamlines communication and boosts productivity.

Diabolocom offers a range of features including real-time call monitoring, automated call distribution, and intelligent call routing. With integrated CRM and ticketing systems, agents can access customer information and history, allowing for personalised and efficient support.

Read our analysis about Diabolocom Benefits of Diabolocom

Process requests quickly and efficiently

Manage your contact centre activity in a few click

Secure customer loyalty and win new customers

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Streamline your call center operations with advanced communication features, real-time analytics, and easy integration.

Dialpad's call center software offers a user-friendly interface, customizable call routing, and AI-powered voice recognition. Monitor call quality and agent performance, and integrate with popular CRM platforms like Salesforce and Zendesk. Increase productivity and customer satisfaction with Dialpad.

Read our analysis about Dialpad Benefits of Dialpad

Advanced smart features to streamline your workflow

Endless integrations to unify your communications

Data-driven insights to boost performance

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Streamline your call center operations with a powerful software that improves customer experience, increases productivity, and reduces costs.

Five9's call center software offers advanced features like automatic call distribution, IVR, omnichannel support, and real-time analytics that help you manage your team and customers efficiently. With its cloud-based solution, you can access the platform from anywhere, enabling remote work and scalability.

Read our analysis about Five9 Benefits of Five9

The help of a communications expert with a human touch

Strong automation and analytics to adapt to changing needs

An integrated cloud platform to keep everything in one place

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Call Centre software: 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. 

Call Centre softwares: Q&A

Call center software automates the process of handling customer interactions through multiple channels, such as phone, email, chat, and social media. It provides agents with tools to manage customer data, track interactions, and measure performance. Calls are routed to the appropriate agent based on skill and availability, and recorded for quality assurance and training purposes.

Look for features such as call routing and queuing, IVR, CRM integration, real-time reporting, and agent performance monitoring. Other useful features include call recording, analytics, and automation tools. The software should also be scalable, flexible, and easy to use.

Call center software can help improve customer satisfaction and retention by providing faster, more efficient service. It also helps increase productivity and reduce costs by automating routine tasks and providing real-time insights into performance. A well-designed call center can also help identify new sales opportunities and improve brand reputation.

Some of the best call center software options in the UK market include Genesys Cloud, Avaya, Talkdesk, Five9, and Zendesk. These software options provide a range of features and integrations that can meet the needs of different types of businesses.

Some free call center software alternatives include Zoho Desk, Freshdesk, and Bitrix24. While these options may not have all the features of paid software, they can still provide essential tools for managing customer interactions and improving agent performance.